September 1, 2013 Customer Strategist Customer Experience in Retail Banking: The Bank's Perspective Akbank and BNP Paribas made improvements to the customer experience, which in turn made significant improvements to their bottom line. Retail Banking
March 1, 2013 Customer Strategist Keeping Promises Helps Aflac Build Lasting Customer Trust Michael Zuna has helped the company grow by nearly 7 percent during an economic downturn. He explains how Aflac prides itself on maintaining the promises made by its marketing icon to enable healthy business outcomes. Property and Casualty Insurance
February 1, 2013 Customer Strategist Mastering the Art of Scientific Marketing Here’s how to break out of traditional marketing’s comfort zone to deliver the art of the craft with the science to back it up.
February 1, 2013 Customer Strategist Customer Experience Innovation: No Genius Required Real innovation comes from adopting three customer experience disciplines: strategy, customer understanding, and design.
February 1, 2013 Customer Strategist Social Media Energizes Traditional Banking Strategy Kuwait’s Boubyan Bank undergoes a customer-focused transformation, using social media as the strategic lynchpin. Retail Banking
September 1, 2012 Customer Strategist Writing the Unwritten Rules of Customer-Centric DNA True customer DNA is made up of three critical internal building blocks upon which all customer-based strategy and activity is built.
September 1, 2012 Customer Strategist Customer Focus Sits at the Forefront in Financial Services Financial organizations are challenged more than ever with becoming truly customer centric and gaining the trust of their clients. Financial Technology
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 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. Financial Technology
April 1, 2012 Customer Strategist 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. Communications
