February 16, 2014 Case Study Communications AHT down 29% and CSAT up 36% Our client was looking for a better way for their associates to handle their high-value customers. With our help, they were able to get their current associates up to date on best practices.
January 12, 2014 Case Study Financial Services and Insurance Employee engagement = customer satisfaction Our client had just given out a customer survey that had customers rate their satisfaction with their account executive. The survey revealed their CSAT scores were in decline. They brought us in to find a solution
March 1, 2013 Customer Strategist Communications Leveraging Data to Boost Fan Retention Maple Leaf Sports & Entertainment’s fan-focused culture resulted in a 54 percent increase in email open rates and a 166 percent increase in click-through rates last season.
February 1, 2013 Customer Strategist Learning Innovation: Moving Away from Normalcy Organizations need to dream big. Rather than stick to traditional modes of employee learning, companies can leverage new technology to innovate learning.
February 1, 2013 Customer Strategist Automotive Getting Behind the Wheel of Innovation Technology allows forward-thinking organizations to deliver outstanding experiences to their customers. According to Ford Chief Technical Officer Paul Mascarenas, it all starts with listening to customers.
December 1, 2010 Customer Strategist Financial Services and Insurance Mashreq Bank Rewrites the Rules of (Customer) Engagement The UAE's changing economic and demographic landscape has forced Mashreq Bank to begin a three-year transformational journey to become customer focused.
April 1, 2010 Customer Strategist The Mathematics of Profitable Marketing Cabela’s uses predictive analytics to formulate a customer interaction strategy that maximizes the spending of each individual customer.
