September 1, 2012 Customer Strategist Healthcare Putting Customer Centricity at the Heart of Healthcare As customers become more involved in choosing and paying for health insurance and other health-related products and services, the healthcare industry is under increased pressure to become customer-focused.
September 1, 2012 Customer Strategist Healthcare Philadelphia Insurance Companies Lends Customers an Ear to Improve Customer Centricity Through an ambitious voice of the customer initiative, the insurance provider uses feedback to improve its products, services, and customer relationships
September 1, 2012 Customer Strategist Customer Centricity vs Customer Experience But while the terms “customer centricity” and “customer experience” are often treated nearly as synonyms, these two terms are quite different.
September 1, 2012 Customer Strategist Financial Technology Creating a Customer-Centric Culture for Middle East Banks The banking environment is primed for leaders to step up and transform their business around the customer to create long-term strength and stability in an ever-changing region.
April 1, 2012 Blog The Six Building Blocks of Customer Trust Customers' trust in the companies they do business with is based on a combination of perceived good intention and proven competence.
April 1, 2012 Customer Strategist Retail Banking Investing in Total Customer Relationships Accrues Customer Loyalty Total Relationship Loyalty puts into action the idea that customers should be rewarded for their entire relationship with a bank.
April 1, 2012 Customer Strategist Return on Trust Enhancing customers’ level of trust in a company is good business—but how good? By quantifying that financial benefit, a company can estimate its return on trust.
April 1, 2012 Customer Strategist Retail Banking Trust Is at the Core of Safelite AutoGlass’ Business Success The vehicle glass repair and replacement provider discovered that the path to delighting customers starts with instilling employee trust.
April 1, 2012 Customer Strategist Trustability: A Higher Form of Trustworthiness This excerpt from Extreme Trust explains why trustability is essential to business success in the Age of Transparency.
April 1, 2012 Customer Strategist Retail Banking SEB’s Success Strategy: “Rewarding Relationships” European bank SEB uses customer insight to inform its strategic business decisions, and has improved loyalty and profitability as a result.
April 1, 2012 Customer Strategist Creating Trust on the Frontlines Building trust among frontline employees is essential to delivering outstanding customer experiences.
April 1, 2012 Customer Strategist Healthcare Payers Creating a Healthy Level of Trust It’s not easy to compete as a health insurer—and it’s about to become more difficult. Placing a focus on consumer trust and on what enhances or diminishes that trust can provide a competitive edge.
