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
October 1, 2010 Customer Strategist Customer Experience Excellence: Distinguishing the “Strugglers” from the “Succeeders” Research reveals the traits that enable companies to offer a superior customer experience.
October 1, 2010 Customer Strategist Collaboration Sows the Seeds of Organic Growth Telecom operators can spur share-of-wallet increases by creating group-level networks that plant best practices across their operating companies. Communications
October 1, 2010 Blog Customer Churn Prevention: 3 Best Practices to Retain Customers Customer retention is critical for brand success. These strategies to prevent customer churn will help decrease costs, increase profitability, and improve customer loyalty and lifetime value
June 1, 2010 Customer Strategist Customer Connections Drive Profitability Article Global Crossing’s CTIO Anthony Christie discusses how his company connects every aspect of the business back to customer experience. Communications
April 1, 2010 Customer Strategist Customer Value Drives Growth at Nordea Bank The multinational financial services firm uses a relationship banking model to unify its operations and ensure its long-term success. Retail Banking
April 1, 2010 Customer Strategist Customer Experience Improvements Build Customer Value Canada Post builds customer value by linking customer experience improvements to its strategic objectives. Public Sector and Government
September 1, 2009 Customer Strategist C-Suite Strategies A Conversation (Not a Lecture) About Social Media Nigel Dessau, senior vice president and CMO of Advanced Micro Devices, explains how social media supports AMD’s customer strategy.
