December 1, 2010 Customer Strategist Financial Services and Insurance Mashreq Bank Rewrites the Rules of (Customer) Engagement The UAE's changing economic and demographic landscape has forced Mashreq Bank to begin a three-year transformational journey to become customer focused.
December 1, 2010 Customer Strategist Retail Banking KBC Belgium’s End-to-End Reorganization Around the Customer Not willing to risk the complacency that can come with market leadership, the bank focused on customer centricity to stay competitive and build its business.
December 1, 2010 Customer Strategist Financial Services and Insurance 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.
December 1, 2010 Customer Strategist Retail Banking 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.
December 1, 2010 Customer Strategist Retail Banking 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.
December 1, 2010 Customer Strategist Retail Banking 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.
December 1, 2010 Customer Strategist Financial Services and Insurance Short-Termism Is the Biggest Threat to Trustability in Financial Services Don’t fall into the trap of IBGYBG.
December 1, 2010 Customer Strategist Retail Banking Excelling Through Excellent Customer Experiences Research reveals the strategic areas that retail banking must focus on to succeed in today’s hypercompetitive market.
December 1, 2010 Customer Strategist Retail Banking 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.
December 1, 2010 Customer Strategist Retail Banking ING Netherlands Is Uniquely Customer Centric Collaboration and accountability create customer experiences that differentiate the bank from its competitors.
October 1, 2010 Customer Strategist Communications 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.
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.
