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

Volume 3 | Issue 2 | 2011 Table of Contents

In this issue:

Benchmark

Conquering the Multichannel Conundrum

Conquering the Multichannel  Conundrum It's become the norm that customers interact with companies through an assortment of channels. The more channels they... more »

Perspectives

Multichannel Excellence Enables Customer Advocacy for Telecoms

The days of focusing solely on products and services in the telecom space are over. Communication and information are now the name of the game. Forward-thinking... more »

From Vendor to Lifestyle Provider: The Growth of Partnership Marketing

Most movie buffs love to curl up on the couch with their families to watch a great classic movie, the latest Disney release, or the newest action flick. And chances... more »

Changing the Conversation at Kraft Foods

When advertising veteran Dana Anderson joined Kraft in 2009, her top priority was to strengthen the connection between Kraft and consumers at every touchpoint. That... more »

Get Social or Get Out of the Way

Social media has forced a paradigm shift in the way companies relate to customers. Interaction is a must; one-way messages are increasingly ignored. That's why B2C... more »

Case Studies

Intel's Digital Growing Pains

In January Intel CMO Deborah Conrad stepped onto a stage at the Anaheim Convention Center in California where the organization was holding an internal marketing and... more »

C-Suite Strategies

A Passionate Approach to Customer Advocacy

Jasmine Green's disciplined, process-intensive approach to customer experience management at Nationwide could be patented. In fact, it has been: The proprietary... more »

The Gartner & 1to1 CRM Excellence Awards

Customer centricity is all the rage today. CEOs are talking about it; CCOs are looking for ways to measure its benefits. And for good reason: Organizations that employ... more »

Industry Insight

Invest in a Multichannel Customer Experience, or Go Bust

It's time for retail banks to rethink their customer strategy investments. Customers are more in control of the relationship than ever, often calling the shots on... more »

Multichannel Excellence Enables Customer Advocacy for Telecoms

The days of focusing solely on products and services in the telecom space are over. Communication and information are now the name of the game. Forward-thinking... more »

The Four Building Blocks of a Multichannel Customer Strategy

Health insurers today face a number of game-changing marketplace forces. One of the most influential is consolidation among plans amidst growing customer and employer... more »

Proof Points

Breaking the Vicious Cycle

We all have a story. You know the one. You make a phone appointment to repair your washing machine and when the repairman arrives six hours later after three delays,... more »

Strategy Speaks

Creating Maximum Customer Value Across Channels

Building a consistent cross-channel customer experience requires outlays for technologies, process reengineering, culture change, and more. But the expense is worth... more »

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