Customer Relationship Management

At Nationwide, a U.S. property & casualty insurance and financial services company, we’re passionate about providing service so good that it sells our product. We work with customers through three distribution channels: our exclusive insurance agents, independent insurance agents, and direct sales. I am the service leader for our exclusive agency channel, which sells only Nationwide-branded products. The customers we deal with are exclusive agency customers only.

Just as your company needs to understand how to encourage customer evangelism, it also must defend against customer attacks — especially in the contact center, where angry customers often can be a drain on employee productivity.

Firms need to weigh the benefits when giving
third parties the keys to their customer closets.

Forget about catching up to the competition. Korea's LG Telecom focuses on customer insight to make its mark.

Just because you have a customer doesn't mean you'll keep her. Tell that to the professional services firms.

New research shows that customers understand and prefer the idea of treating different customers differently.

The healthcare provider found ways to improve the patient experience, even within the boundaries of strict government regulations.

Discuss the role privacy plays in email communications with employees and partners.

The U.K. loyalty program jumps ship from Barclay Card to American Express with long-term customer growth in mind.

Do the improvements in customer value outweigh the fears of losing customers when switching to an opt-in model?