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.

May 9, 2016

Business Strategy & Analytics: The Devil Is In the Detail


In previous articles, I wrote about setting analytically affected goals or objectives: Pick a measure that is numeric in nature and see if or how you can influence it with analytically based projects or initiatives. There are whole books on the subject of setting goals. Here, we discuss how it is necessary to think about the links between goals, as well as the goals themselves.

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March 14, 2016

The Expectations Moment of Truth (EMOT)

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In his book, 'X: The Experience When Business Meets Design', Brian Solis divides the customer journey into several key MOTs (Moments of Truth). These are the 'ZMOT' (Zero Moment of Truth), the moment we first search for what we want; the 'FMOT' (First Moment of Truth), when we see the brand and gain an impression of it; the 'SMOT (Second Moment of Truth), when we engage with the experience in its entirety and the 'UMOT' (Ultimate Moment of Truth) when we share our experience with others.

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December 10, 2015

For Telecoms, These Three Automation Benefits Mean a Better Customer Experience

Despite its nostalgic undertones, the term "traditional" used to describe technology now substitutes as code for old and expensive. Rather, the transition to digital brings with it the promise of increasing customer loyalty, and for telecoms, digital adoption could be the industry's saving grace.

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