December 10, 2010 Customer Strategist Crafting a Customer-Centric Budget Process Customers should be the central focus of strategic planning for 2011 and beyond.
December 1, 2010 Customer Strategist 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. Retail Banking
December 1, 2010 Customer Strategist 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. Financial Services and Insurance
December 1, 2010 Customer Strategist 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. Retail Banking
December 1, 2010 Customer Strategist 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. Retail Banking
December 1, 2010 Customer Strategist 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. Retail Banking
December 1, 2010 Customer Strategist Short-Termism Is the Biggest Threat to Trustability in Financial Services Don’t fall into the trap of IBGYBG. Financial Services and Insurance
December 1, 2010 Customer Strategist Excelling Through Excellent Customer Experiences Research reveals the strategic areas that retail banking must focus on to succeed in today’s hypercompetitive market. Retail Banking
December 1, 2010 Customer Strategist ING Netherlands Is Uniquely Customer Centric Collaboration and accountability create customer experiences that differentiate the bank from its competitors. Retail Banking
October 1, 2010 Customer Strategist 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. Communications
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.
October 1, 2010 Customer Strategist One Constant in the Social Revolution Telecom convergence means trustability will increase in importance. Communications
