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.
March 1, 2013 Customer Strategist Pharmaceutical Great Drugs Are Not Good Enough New research defines the role and impact of trust and patient engagement within the pharmaceutical industry, and examines trust’s influence on business outcomes.
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.
September 1, 2012 Customer Strategist Financial Services and Insurance 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.
September 1, 2012 Customer Strategist 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.
April 1, 2012 Blog The Six Building Blocks of Customer Trust Customers' trust in the companies they do business with is based on a combination of perceived good intention and proven competence.
April 1, 2012 Customer Strategist Creating Trust on the Frontlines Building trust among frontline employees is essential to delivering outstanding customer experiences.
July 1, 2011 Customer Strategist Get in Touch With Your Customers' Emotions Growth and retention require a company to not only get inside customers’ heads, but, equally as important, to get inside their hearts.
