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.

November 17, 2014

Unlocking the Value of Healthcare's Big Data

Companies are awash in consumer data and the healthcare industry is no different. And just as retailers, manufacturers, and other industries are using predictive analytics and data mining to improve the customer experience, healthcare providers are similarly leveraging data to improve patient outcomes.

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November 5, 2014

Loyalty Programs Provide "Longitudinal Insight"

For many businesses, one of the most significant benefits provided by a loyalty program is tracking the purchases made by individual customers over time. This generates what you might call "longitudinal customer insight." All marketers need longitudinal insight to see how their business is actually affected by the experiences their customers have with their products, but some business models won't naturally provide that insight without a tool like a loyalty program.

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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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