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
December 1, 2011 Customer Strategist 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. Communications
December 1, 2011 Customer Strategist 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. High Tech
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 Creating a Social Media Agenda for Healthcare The time has come for healthcare providers to connect with patients on a personal level. Here’s a five-part agenda for establishing a social media practice that will allow providers to do so. Healthcare Payers
September 1, 2011 Blog Customer Experience Management Strategy and Best Practices Profitable business performance is not a one-time activity. It is an ongoing evolution that requires rich, cross-channel customer intelligence.
