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Five Golden Rules: The Retailer’s Guide to Holiday Customer Service Success

For many retailers, the holiday season presents an outstanding challenge, as brands are unprepared to handle such high volumes of inquiries and service requests. But, for those who focus on...

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Four Questions to Ask Before Launching a Customer Experience Strategy

Marketers know that winning customers is only half the battle; retaining them includes a slew of other challenges. It often takes only one negative experience to lose a customer. But given that...

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The 10 Deadly Sins of Customer Experience

Customer centricity has become a business imperative. While many companies talk about being customer-focused, they are committing acts that will not only fail their customers, but also risk putting...

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Why Understanding the Customer Journey Matters

In my last post, I wrote about how today’s customers have become incredibly cross-channel in their interactions with companies as they follow non-linear courses across physical and digital...

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Open Enrollment Essentials: How to Build Lasting Relationships with Members

Last year, the Affordable Care Act’s first open enrollment period delivered a wake-up call to many health insurance companies. Insurers who are accustomed to serving large employer groups...

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Goodbye, Multichannel! Future Financial Relationships Require an Omnichannel Approach

Leaders often use the terms ‘multichannel’ and ‘omnichannel’ interchangeably, as if these two strategies define the same customer experience approach. However, as those...

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Four Ways the Cloud is Transforming the Customer Experience

Many organizations have been won over by cloud computing's promise of cost-efficient, on-demand data resources. At the same time, the market is still growing, with organizational leaders...

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5 Ways Marketers Can Become Better Storytellers

In a world flooded with information, stories are one of the most effective ways of marketing your business. They’re more memorable than any other form of content, and they give...

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In the Wake of Merger Mania, What's Next for Health Insurance Customers?

July saw upheaval in the health insurance industry. The second and third largest providers announced they will acquire the fourth and fifth largest. If they pass regulatory approval, Anthem's ...

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Passport for an Improved Customer Experience Journey

Thanks to the explosion of digital touchpoints available to them, the customer’s experience has become incredibly crosschannel in their interactions with companies. According to PwC’s...

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