Resources

The Far East Approach to Customer Centricity Kicks Into High Gear

Progressive companies take the term “customer centricity” from a beautiful slogan to the everyday way to do business.

MassMutual Embodies the Human Side of Financial Services

Under the watchful eye of Chief Customer Experience Officer Todd Lee, MassMutual strives to make sure its customers are supported and treated with empathy.

Writing the Unwritten Rules of Customer-Centric DNA

True customer DNA is made up of three critical internal building blocks upon which all customer-based strategy and activity is built.

Customer Focus Sits at the Forefront in Financial Services

Financial organizations are challenged more than ever with becoming truly customer centric and gaining the trust of their clients.

A CFO’s Point of View on the Customer Experience

For customer centricity to take effect, companies must tie financial performance to how well they’re delivering on the customer experience.

Connecting Strands of DNA for Customer Growth

Companies may want to enact customer-focused change, but success requires a holistic approach that connects all three components of customer-centric DNA.

SunTrust Learns Why Customers Behave the Way They Do

The bank uses customer data and predictive analytics to be more relevant to customers and prospects, leading to improved satisfaction, revenue, and loyalty.

Nissan Drives Customers Away From Price Focus

The automaker’s focus on exceptional customer experience helps to differentiate the company in a heavily price-focused industry.

Putting Customer Centricity at the Heart of Healthcare

As customers become more involved in choosing and paying for health insurance and other health-related products and services, the healthcare industry is under increased pressure to become customer-focused.

Philadelphia Insurance Companies Lends Customers an Ear to Improve Customer Centricity

Through an ambitious voice of the customer initiative, the insurance provider uses feedback to improve its products, services, and customer relationships