July 7, 2015 Customer Strategist Healthcare Payers Customer Voices Rise to the Top BlueCross BlueShield of South Carolina uses the voice of the customer to prepare for the future of customer experience.
December 13, 2014 Case Study Communications How to welcome a new customer base This client had acquired a new consumer division, gaining new customers. We were able to help integrate customer feedback into every part of the company to amplify customer centricity
December 12, 2014 Case Study Retail Banking Better customer service costs less Our client noticed its commercial loan volume was static, but the unit’s operating costs were increasing annually. We facilitated a week-long session and helped eliminate redundant steps in the process
March 1, 2014 Customer Strategist Healthcare Payers Customer Lessons Learned from the Health Insurance Exchange Rollout A look at what steps can be taken to smooth the ACA’s bumpy customer experience road.
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.
September 1, 2011 Customer Strategist Customers Speak Volumes. Are You Listening? In today's increasingly social world, more and more customers are sharing their opinions directly and indirectly across multiple channels. These online behaviors provide a treasure trove of business insight.
December 1, 2010 Customer Strategist Financial Services and Insurance 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.
