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 22, 2015

Things Get Personal at DMA Conference

"Of all the things I could talk to you about, what should I talk to you about?" The quote from eBay 's Zoher Karu summed up what most people were looking to learn at this year's Direct Marketing Association (DMA) conference, held recently in Boston.

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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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