Resources

Customer Centricity vs Customer Experience

But while the terms “customer centricity” and “customer experience” are often treated nearly as synonyms, these two terms are quite different.

Creating a Customer-Centric Culture for Middle East Banks

The banking environment is primed for leaders to step up and transform their business around the customer to create long-term strength and stability in an ever-changing region.

Investing in Total Customer Relationships Accrues Customer Loyalty

Total Relationship Loyalty puts into action the idea that customers should be rewarded for their entire relationship with a bank.

Return on Trust

Enhancing customers’ level of trust in a company is good business—but how good? By quantifying that financial benefit, a company can estimate its return on trust.

Trust Is at the Core of Safelite AutoGlass’ Business Success

The vehicle glass repair and replacement provider discovered that the path to delighting customers starts with instilling employee trust.

Trustability: A Higher Form of Trustworthiness

This excerpt from Extreme Trust explains why trustability is essential to business success in the Age of Transparency.

SEB’s Success Strategy: “Rewarding Relationships”

European bank SEB uses customer insight to inform its strategic business decisions, and has improved loyalty and profitability as a result.

Creating Trust on the Frontlines

Building trust among frontline employees is essential to delivering outstanding customer experiences.

Creating a Healthy Level of Trust

It’s not easy to compete as a health insurer—and it’s about to become more difficult. Placing a focus on consumer trust and on what enhances or diminishes that trust can provide a competitive edge.

Trustability Is the Best Policy

If the roles were reversed, would a company be so honest?

Creating Customer Experiences That Create Trust

In a maturing market, mobile service providers are challenged to achieve organic growth. Looking at the problem through the lens of customers’ trust provides new insights and presents a new strategic solution.