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 Financial Technology 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.
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 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 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 Healthcare Payers 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.
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.
July 1, 2011 Customer Strategist Changing the Conversation at Kraft Foods The global CPG company is revitalizing a number of its brands by transforming the way it communicates with customers and employees.
July 1, 2011 Customer Strategist Invest in a Multichannel Customer Experience, or Go Bust Balancing the three foundational business elements—people, technologies, and processes—helps financial institutions drive sales and enhance service.
July 1, 2011 Customer Strategist Healthcare Providers Intel's Digital Growing Pains The high-tech retailer recently migrated from an all-digital marketing approach to a blended multichannel strategy. CMO Deborah Conrad explains how the agressive migration served as a wake-up call to the organization.
March 1, 2011 Customer Strategist Syngenta Cultivates Double-Digit Growth A proactive product strategy that shifted the agribusiness from selling commodities to delivering a service yields an abundant return.
