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.

October 16, 2014

ROI Is Out There. You Just Need to Look For It

Recently I spoke with an executive at a company that collects customer and employee feedback on the topic of ROI. He cited a logistics company branch that identified multiple new customer experience ideas with a potential return of more than 100 to 1. The investment costs were minimal, but corporate decided not to implement them. In another example, a chemical company could have achieved a 200 percent ROI on an investment by adding a local resource to an area where a number of clients were located. Again, management chose instead to do nothing.

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October 7, 2014

Design Your Customer Experience to be Frictionless

Most definitions of "customer experience" boil down to how a customer perceives all their various interactions with a product. And of course this only really makes sense when we try to view it from the customer's own point of view. The quality of a customer's experience with your product or service is whatever the customer says it is.

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How to Pay for a Better Customer Experience

Although everyone agrees that having a better customer experience should be good for a company, a lot of us worry about how to pay for improving it. Customer service does cost money, so the question is whether the cost of delivering a better experience is worth it or not? Will a better customer experience pay for itself?

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