Volume 5 Issue 1
Customer Strategist provides executives with insight that leads to innovative strategies for building more profitable customer relationships. It facilitates learning and action by presenting the most progressive thought leadership and providing access to Peppers & Rogers Group's proprietary consulting methodologies.
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In business, as in life, there is an intrinsic fear of becoming obsolete. This fear creates a drive to label things as "innovative." It's an adjective I see everywhere, both in the technology world and elsewhere.
Companies that are truly customer-centric balance internally generated innovation with new ideas and advances from customers themselves.
Download the PDF to see the most important inventions and discoveries that have impacted the customer experience over the past 150 years.
Google Vice President of Sales and Service Jim Lecinski spends much of his time exploring innovation within the realm of marketing. As he sees it, the ultimate goal of marketing is steadfast—gather insights about customers and the market, then act based on those insights in a way that drives ideal consumer behavior. Innovation lies in how that idea is put into practice.
Many businesses recognize that when implemented well, new tools and technologies can drastically improve customer experience. However, many business leaders are still reluctant to recognize that the same tools can transform employee training. It’s a new world, yet many are still using old-fashioned methodologies for employee training.
Innovation at Google requires a mix of industry and technological experts, right- and left-brained thinking, and innate curiosity to be ready to move on the next big thing.
If you want to create a new market like Apple, or “only” have a 97 percent to 98 percent year-over-year customer retention rate like USAA, you don’t need to find a CEO who’s an inspirational genius. Instead, you need to incorporate sound, repeatable customer experience practices into your business.
Few marketing leaders take a deliberate and systematic approach to plan, execute, and review the success of their marketing activities. Even fewer truly understand the underlying reasons for their successes or failures. Management by “gut feel,” prior experience, or pure luck is still widespread among marketers. So why are they surprised when they must fight to win the support of the CEO and other senior management?
Innovation is not just a means to an end. Instead, innovation is an attitude that has to be ingrained within the core of a company. That is what leaders at Spanish bank la Caixa believe. For the bank, innovation is an attitude at work.
la Caixa strives to be constantly ahead of the curve, providing customers with novel service channels.
Microsoft is innovating once again. The software giant is beginning a transformation from a product-led culture to one designed around service.
Ford CTO Paul Mascarenas talks about how Ford listens to customers to determine their needs and get new ideas, how the organization puts the power of choice in the hands of customers, and how the company invests in research to remain innovative.
Du Chief Strategy & Investments Officer Raghu Venkataraman says that innovation means empowering customers and keeping your sights on what really matters to core business operations.
When centered on patient innovation, healthcare providers anywhere in the world can operate successfully, exceed financial goals, and deliver patient expectations. Cancer Treatment Centers of America (CTCA) is one healthcare organization that has implemented several enterprisewide innovative practices for listening to its customers, empowering employees, and rewarding them for meeting customers’ needs.
Representing a variety of industries, from retail and media to automotive and B2B client service, each 1to1 Customer Champion shares a unique perspective on the role innovation plays at their companies.
The new "One to One Future"embraces the idea of strong customer relationships built on trust.
Innovation in the healthcare industry typically refers to new treatment strategies or breakthrough drugs. But for some health insurance companies, innovation can mean something different. Improving operations, efficiencies, and the overall customer experience can have an immediate impact on consumers as well as the balance sheet.
While bonus payouts are a great incentive to improve the Medicare patient experience, there are other benefits to a five-star rating from CMS.
It’s time for banks to dip more than a toe in the water if they want to reap the potential rewards of social media strategy.
Boubyan Bank Deputy CEO Abdullah Al Najran shares his thoughts on the intersection of traditional and innovative forms of customer strategy, specifically social media.
When it comes to banking, the study shows that there is opportunity to increase consumer awareness and engagement.
We talked to senior leaders at companies known for their customer experience excellence to find out what “wows” their customers and how that impacts their overall business.