Volume 5 | Issue 3 | 2013
The Art and Science of Creating a Psychic Brand
Table of Contents
In this issue:
Outlook
A Personal Assistant for Everyone
The other day I actually sat down to read a print copy of the New York Times. It had been a while, but I must admit that I found the experience relaxing, informative,... more »
Benchmark
The Psychic (and not so psychic) Powers of Brands
Customers are screaming out for companies to listen to them. They are hungry to break down the communication barriers with those they do business with. They want... more »
Case Studies
Hyundai Makes Smart Cars Smarter
Hyundai has solidified a reputation for being customer-centric in the auto industry. It differentiates itself from bigger automakers by focusing on the customer... more »
Merging Cultures Brings out the Best for Barclays Customers
While often good for the bottom line, mergers and acquisitions have the potential to wreak havoc on customer experience. Different products and services must integrate... more »
C-Suite Strategies
Shazam's Experience Is Music to Customers' Ears
Many of us are on a quest for immediate gratification. We live in a world where it's normal to get what we want almost as soon as we think of it. This includes... more »
Build-a-Bear Builds a Brand Around the Customer Experience
Sixteen years ago, Maxine Clark took her friend, Katie, shopping to get a stuffed animal. When they got to the store, there were none left. "We should just make... more »
Industry Insight
Contact Center Analytics: Six Ways Analytics Impact Business Outcomes
Top performing companies always have a clear view of the customer journey so that major KPIs, such as quality score, average handle time, and contact resolution rates,... more »
Mobile Data Dominates Wireless Strategy
Mobile data usage has grown sharply recently, and we are only at the beginning of the mobile data era. Smartphones are becoming an integral part of modern society and... more »
8 Innovative Ways to Drive Mobile Data Growth
1. Try and buy campaigns Operators need to design effective try and buy campaigns that link free trials with a sales conversion program to boost market share quickly... more »
Proof Points
Customer Centricity Accelerates Among Global Banks
Banks around the world face a number of serious challenges: financial volatility, debt crises, emerging customer markets, increased customer expectations, and... more »
Customer Experience in Retail Banking: The Bank's Perspective
It's easy to talk about customer centricity, but difficult to actually implement it. Yet many banks are taking steps to get closer to companies. The results mean... more »
Strategy Speaks
Algorithms Empower Consumers
As technology races ahead, today's corporate analytics programs will become tomorrow's smartphone apps for consumers. Within a few years, business algorithms... more »
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