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3 ways to outsmart an unpredictable economy with superior CX

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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

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