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

Volume 8 | Issue 1 | 2016 Table of Contents

In this issue:

Outlook

The Culture Race Is On

I just bought a new pair of sneakers (aka trainers, tennis shoes, etc.). As a runner, I really like the Nike Flex line. They’re lightweight and comfortable, yet... more »

Benchmark

Magnetic Cultures Attract Customers and Employees

The secret sauce to delivering great customer experiences is having employees who are passionate about their jobs and helping customers be successful. It’s... more »

Perspectives

Tap Into a Surprising ROI Driver: Culture Change

A common challenge we hear from senior leaders at well-established companies is, “How do we fend off disruption and stand out in the market? How do we grow... more »

Stop, Look, and Listen to the Voice Within

Companies across industries are well aware that customer experience has become the single most important differentiator within today’s competitive market.... more »

Employee Culture Unlocks Customer-Centric Potential

Management guru Peter S. Drucker is credited with having stated that “Culture eats strategy for breakfast.” The same could be said for the impact that... more »

Case Studies

Banana Republic Prepares for the Future Culture of Retail

New buying trends, emerging technologies, and customer preferences are shaking up the traditional retail environment. For help navigating through all the change,... more »

Champions of Customer-Centric Culture

Behind most great companies lies an equally supportive consumer base. Where these brands excel in delivering a great experience, customers reciprocate with steadfast... more »

C-Suite Strategies

Cleveland Clinic’s Prescription for Innovative Company Culture

For specialty hospital Cleveland Clinic, company culture has always revolved around the organization’s healthy appetite for innovation. Dr. Thomas Graham, former... more »

Industry Insight

Company Culture Defined

In the same way that brand differentiation helps attract customers, culture differentiation helps attract the right employees. A clearly defined company culture... more »

Proof Points

The Evolution of the Exceptional Sales Leader

One of the age-old debates regarding leadership is the classic question: “Are great leaders born or made?”  In the context of sales, the question is... more »

The Hidden Obstacle to Great Corporate Culture: Unconscious Bias

People recognize that the world and the workplace with it are changing. Companies not only use different countries for different functions, but they create and... more »

Strategy Speaks

In Automated Age, Corporate Culture Counts More Than Ever

It’s always preferable to solve a customer’s problem first with automation, which means less friction for the customer and less cost for the company. But... more »

Drivers: A Story of Transformational Change

Most business leaders have a vision for improving the customer experience, and a plan for how to get there. They outline all the tools that they think they’ll... more »

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