December 1, 2010 Customer Strategist When the Customer Is King, Customer Experience Rules Banco Santander’s intense focus on customer experience helps to increase retention, solidify customer loyalty, and build the bottom line. Financial Services and Insurance
December 1, 2010 Customer Strategist Is Customer Experience Profitable? You Can Bank on It Customer satisfaction with most banks is at its lowest in years. Banks could win customer loyalty by showcasing experience excellence. Retail Banking
December 1, 2010 Customer Strategist Creating the Un-Bank Experience ING Direct CEO Arkadi Kuhlmann took a cue from retailing to offer a customer experience unlike any competitor in banking. Retail Banking
December 1, 2010 Customer Strategist Commerzbank Takes the Customers' Point of View By listening its customers, German-based Commerzbank kept its customer base stable throughout a two-year acquisition period. Retail Banking
December 1, 2010 Customer Strategist Short-Termism Is the Biggest Threat to Trustability in Financial Services Don’t fall into the trap of IBGYBG. Financial Services and Insurance
December 1, 2010 Customer Strategist Excelling Through Excellent Customer Experiences Research reveals the strategic areas that retail banking must focus on to succeed in today’s hypercompetitive market. Retail Banking
December 1, 2010 Customer Strategist The Winning Way to Deliver Superior Service: “Every Customer Every Time” Mark Beausoleil, director of retail sales and service, explains the service strategies that support the achievement of the award. Retail Banking
December 1, 2010 Customer Strategist ING Netherlands Is Uniquely Customer Centric Collaboration and accountability create customer experiences that differentiate the bank from its competitors. Retail Banking
October 1, 2010 Customer Strategist The Essential Element of Customer Service in Telecommunications Telecoms are offering a wealth of complex products and services. Now they need a customer support strategy that’s equally advanced: segmentation-based service. Communications
October 1, 2010 Customer Strategist Local Innovation Spurs Global Growth at Etisalat Etisalat Group CMO Essa AlHaddad discusses the telecom’s approach to customers and how it connects local autonomy with enterprisewide strategy.
October 1, 2010 Customer Strategist One Constant in the Social Revolution Telecom convergence means trustability will increase in importance. Communications
October 1, 2010 Customer Strategist Customer Centricity Starts at the C-Level In a changing business environment Xerox Chief Marketing Officer Christa Carone works closely with her C-level colleagues to shed old brand perceptions and partner with customers for long-term strength.
