October 1, 2010 Customer Strategist Why Customer Experience Should Matter to You T-Mobile’s focus on the customer experience helps gains customers’ trust and loyalty. Communications
October 1, 2010 Customer Strategist Poised for Transformation Telecommunications companies need to use their own technologies to dial up next-generation customer experience. Wealth Management
October 1, 2010 Customer Strategist Sprint Nextel’s Service Overhaul Brings a Billion-Dollar Boost The telecommunications company saved $1 billion in costs while increasing customer satisfaction 47 percent—by improving the customer experience one customer at a time. Communications
October 1, 2010 Customer Strategist Delivering on the Customer Experience Convergence in telecom has created tremendous opportunities for operators to understand how much value each customer brings to the relationship. Communications
October 1, 2010 Customer Strategist Customer Experience Excellence: Distinguishing the “Strugglers” from the “Succeeders” Research reveals the traits that enable companies to offer a superior customer experience.
October 1, 2010 Customer Strategist Collaboration Sows the Seeds of Organic Growth Telecom operators can spur share-of-wallet increases by creating group-level networks that plant best practices across their operating companies. Communications
October 1, 2010 Blog Customer Churn Prevention: 3 Best Practices to Retain Customers Customer retention is critical for brand success. These strategies to prevent customer churn will help decrease costs, increase profitability, and improve customer loyalty and lifetime value
October 1, 2010 Customer Strategist The Personal Touch Is Still Essential in the Modern Telecom Era For Big River Telephone, building a business means building relationships—by mixing new technology with old-fashioned customer service. Communications
June 1, 2010 Customer Strategist Long-Term Financial Strength Comes From Enabling Customers’ Future Financial services firm YapI Kredi Emeklilik uses segmentation and churn management to build customer value over time.
June 1, 2010 Customer Strategist What If Customer Experience Has No ROI? Bruce Temkin, of the Temkin Group, discusses the three essential issues to consider so customer experience improvements deliver a real return.
June 1, 2010 Customer Strategist Linking Customer Experiences to Business Outcomes Whenever customers have an experience with a brand, they create current-period, short-term value by buying the product, as well as long-term value, because the experience itself makes them more or less likely to do business with the brand in the future. Communications
June 1, 2010 Blog The Real Cost of Customer Experience Offering an outstanding end-to-end customer experience—including everything from marketing to packaging to product design to support to cross-sales—takes work, and investment. But the investment is worthwhile.
