Monthly Archives: November 2012

It’s hardly a new idea that sales teams need to respond to what their customers want from their products and services. But what if the things that customers truly value are still unknown to the company? Or seemingly beyond your firms’ control altogether?

Exploring the end-to-end customer journey is crucial to understanding customer experience. This article uses a Loews Hotel Group case study to illustrate how such insight can drive a more distinctive proposition.

Folks distrust banks now, more than ever. The global recession, and the role of financial institutions in creating it, has made people resent banks, even if they can't avoid being their customers. So how should a bank go about rebuilding faith in its brand? They could start with improving the customer experience.