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 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.
April 1, 2012 Customer Strategist Trustability Is the Best Policy If the roles were reversed, would a company be so honest?
April 1, 2012 Customer Strategist Communications Creating Customer Experiences That Create Trust In a maturing market, mobile service providers are challenged to achieve organic growth. Looking at the problem through the lens of customers’ trust provides new insights and presents a new strategic solution.
December 1, 2011 Customer Strategist Communications Charter’s Social Commitment to Customers Charter Communications uses social media to move from a culture of compliance to one with a commitment to customers.
December 1, 2011 Customer Strategist Developing a Strong e-Social Ethos Organizations can’t buy word-of-mouth recommendations or social influence, they have to earn it.
December 1, 2011 Customer Strategist High Tech Dell's Commanding Social Presence The high-tech behemoth launched a social media listening command center to listen closely to customers’ comments and concerns, and take quick action on any issues before they escalate.
December 1, 2011 Customer Strategist How Does Your Social Strategy Stack Up? Most business leaders recognize social as a critical channel for strengthening customer relationships. But most struggle with defining their organization’s social strategies.
December 1, 2011 Customer Strategist Healthcare Providers Mayo Clinic’s Prescription for Social Media Success Social media is enabling doctors at Mayo Clinic to better communicate with its patients, helping them become informed, and ultimately, empowered to ask the questions that matter.
December 1, 2011 Customer Strategist Communications Telus Dials Up Its Customer Service by Going Social The telecommunications company seized an opportunity to excel at multichannel service by optimizing its social customer service delivery.
December 1, 2011 Customer Strategist Taking the Leap From Social Media to Social Engagement Instead of a standalone social media strategy, companies must develop a customer-centric social engagement strategy that is aligned with overall corporate and marketing objectives.
December 1, 2011 Customer Strategist The Key to Becoming a Social Organization Simply interacting with customers via social media is no longer enough. Making the most of customer interactions requires transforming into a true social organization. Here are the five steps to take to get started.
