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Blog: Strategy

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Consumerism is the New Black in Healthcare

It was nearly impossible to miss spirited discussions about “wearables” at the recent AHIP healthcare conference in Seattle. You may know them as their brand names, such as FitBit or...

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Consistency Is a Virtue: The Integrated Marketing Imperative

It was so much easier when there was just one “customer entrance,” but today’s businesses have to manage a lot more doors – and they don’t all open the same way. ...

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Five Steps for Fixing the Broken Sales Funnel

The traditional sales funnel is broken, costing millions of dollars in lost revenue and customer relationships. Organizations of all shapes and sizes are missing opportunities and experiencing a...

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Five Ways to Drive Healthy Customer Experiences

This week, leading health plan executives and experts will gather in Seattle for the AHIP Institute conference. The theme of the conference is “Great Minds Thinking Differently – New...

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Five Best Practices for Filling the Gaps on Sales Performance

Sales leaders are under enormous pressure to meet organizational goals for across-the-board sales performance targets. Not only must they ensure that the enterprise is meeting weekly, monthly,...

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Four Customer-Centric Actions Telecom Companies Must Take

When was the last time you heard someone complain about an experience he had with his Internet, television, or mobile phone service providers? Going by numerous sentiment-measuring reports, the...

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Three Steps to Enable a Frictionless Customer Experience

When today’s customers decide to do business with a company, they want their transactions or inquiries to be handled without any catches. They want seamless interactions, or frictionless...

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Restoring Trust in Retail Banking

Retail banking is undergoing a massive disruption. While banks have traditionally been the providers of retail services, they’re now facing real competitive threats as new mobile technologies...

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Three Pertinent Customer Data Points to Keep Sales in the Loop

Data is in overdrive. In order to deliver the personalized experiences that customers have come to expect, organizations must be able to keep pace with the elevated quantity of customer data and...

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The Top 5 CX Challenges and How to Fix Them

Improving the customer experience is a key objective for many organizations. But, the demands of customers in this ever-evolving multichannel world in which they live, work, shop, learn, and...

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