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Why Is USAA The World’s Most Successful Customer-Led Organisation?

The Radial Organization Different types of business models have over the past been brought forward and adopted by companies as they work towards customer acquisition and retention. Some of these have proved aggressive and worthwhile while others deviated from this and ended up scaring customers away. Over time, however, one specific method seems to constantly […]

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Why Silos Damage Customer Experiences

Silos may be a great way to store grain, but can cause problems when silo mentality runs unchecked in a company.   Silos are not necessarily a bad thing; they often foster expertise in different areas and promote a sense of individuality, accountability and responsibility, as well as ensuring focus around specific business deliverables. These […]

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Technology and customer relationships breakfast briefing: follow-up and audience reactions

At a recent Comotion breakfast briefing in the Shard, Carol Savage looked at various aspects of how technology was changing brand/customer interactions and was keen to create a discussion about three key questions: How does technology change how customers behave? How does technology change customer expectations? How should companies react? The audience, consisting of senior […]

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What is the role of the Customer Success Director?

CONTENT: Customer Success Director is apparently the fastest growing job title on Linked-In. But what exactly is Customer Success, and how is it different to Customer Experience? I recently caught up with Dan Steinman from Gainsight who is running Pulse, Europe’s largest Customer Success conference in London on the 28-29 November.  So what is Customer Success and why […]