Customer Experience Strategy

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.

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.

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 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?