Peppers & Rogers Group combines a global perspective, deep expertise in customer strategy and decades of experience serving top companies. Read our latest insights and thought leadership on the customer economy.

August 14, 2015

Video: Culture, Leadership and Exceptional Performance

There is no defined culture for businesses; it is something that leaders and their employees must demonstrate in order to make the customer and employee experiences as enjoyable and efficient as possible.

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July 24, 2015

Video: Frictionless Customer Experience Gone Wrong

A recent banking transaction turned from a great interaction to a trust-destroying lesson in frustration.

If not executed properly, attempts to remove friction may only cause more customer frustration. If a company is unreliable in terms of communication, the customer will lose trust in the company.

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July 16, 2015

Video: Pros and Cons of Personalized Pricing

Personalized Pricing has been around since the beginning of trade. This is not a new concept, but one that has now reached an interesting point as our knowledge of our customers has never been greater.

Recent articles discussing personalized pricing for air travel has ignited a public discussion: when have we crossed the line on using customer data in a way that violates the trust of the customer?

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