TeleTech
Customer Strategist Journal
Innovative strategies for building more profitable customer relationships. Published quarterly online and in print.

Volume 7 | Issue 4 | 2015 Table of Contents

In this issue:

Outlook

Customer Insight in a Flash

Stock image company Shutterstock has a market valuation of $1 billion and operates 11 offices around the world. So imagine the surprise that customer Mars Dorian had... more »

Benchmark

Customer Insights Begin With Customer Data

Customers share tons of information about themselves—both intentionally and unintentionally. They openly voice their happiness or irritation following great... more »

Perspectives

Change the Voice of Customer Conversation in the Contact Center

Contact centers are primarily designed to operate on efficiency. Because of this, nearly everything about their operations gets measured. But in the fast-paced economy... more »

Machine Learning: The Next Generation of Insight

There’s so much data out there, it’s hard to wrap your head around it. Luckily you don’t have to. Technology is available to do the work for us... more »

Capturing the Voice of the Customer Extends Well Beyond Surveys

Nothing beats direct customer feedback. It’s critical for any business to learn what its customers think about products and services, how they use them, and then... more »

Three Steps Closer to Better Marketing Data Insights

The rise of Big Data and its effect on business innovation is undeniable: The increasing use of data is set to revolutionize business. But the need for data... more »

Case Studies

Streaming Data Opens the Door to New Customer Insights

Uncovering actionable insights in marketing is often an elusive goal. Marketers have a plethora of data but few companies have figured out how to effectively leverage... more »

Safelite AutoGlass Gives Data Insight a Seat at the Table

To meet the needs of today’s hyper-connected, always-on consumers, even glass repair companies need a digital strategy. Great online experiences are important... more »

C-Suite Strategies

Lessons Learned From Hands-On CEOs

The television show Undercover Boss exposed how much of a novelty it is for CEOs to interact directly with customers and employees. It is entertaining to watch... more »

Industry Insight

Real-time Marketing Is Only the Beginning

Consider today’s marketplace a tale of two customers. On one hand they are social, personal, and connected. They use mobile and social networks to share... more »

Add Some Mystery to Your Business

It’s a great time to be a customer. Companies are doing more than ever before to learn about customers’ needs, preferences, and expectations. Simply having... more »

Proof Points

The Intersection of Business and Consumer Perspectives

Do customers and businesses have the same priorities when it comes to customer experience? The answers have a big impact on current and future business decisions.... more »

Strategy Speaks

The Rising Tide of Customer Expectations

Suppose you ask two people, Dick and Jane, whether they are satisfied with their economic situation. Each has the same exact net worth of $2 million, so an economist... more »

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