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This article was originally published in the Fall 2013 issue of Customer Strategist.Technology continues to progress from the age of responsive platforms to predictive analytics. Companies are now...

As the healthcare landscape begins to transform with the Affordable Care Act, so must healthcare providers’ approach to customer service.Payors and providers can no longer focus solely on B2B...

Nurturing both current and prospective customers is imperative for the continued growth of organizations. This was a priority for an international technology manufacturing and consulting company...

For many companies, saying they want to deliver great customer experiences and actually investing in them are two different things. Often, getting approval for the budget to spend on strategies and...

Social media is changing the way companies do business. Today, customers have the power to share poor customer experiences with the world with a click of a button. If companies are unable to adjust...

Research shows that acquiring new customers can cost five times more than retaining current customers. Yet, many organizations are spending their money and time seeking out new customers instead of...

Sure, every company likes the idea of improving the customer experience. But when put up alongside other day-to-day business concerns, it often gets kicked down the road for a later time. And too...

A company is only as successful as its employees. Therefore, businesses must first identify the most influential people in the organization who will play key roles in moving their companies forward...

In today’s economy, gaining an information edge isn’t just the path to growth; it’s the key to survival.For many companies, obtaining that edge means going up against Big Data,...

Customers share an enormous amount of information about their preferences, needs, attitudes and behaviors through their multichannel interactions with companies. While there are rich opportunities...