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 5, 2016

Using Customer Journey Maps as a Strategic CX Tool

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Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge.

There are a number of things a business can do to become truly customer centric.

First and foremost, it needs to decide to become a Customer Experience Brand - that is to see the customer experience as central to differentiating and creating competitive advantage.

But what happens next? What steps should a business follow to realize that vision? 

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July 18, 2016

Four Steps to Insight-Driven Sales and Marketing in Lean Times


A recent blog post (Waking the Sleeping Tiger With a Strategic Approach to Sales) from our colleagues at TeleTech Consulting posited that businesses can stretch their sales and marketing investments and achieve better results by, first and foremost, using insights and analytics to focus their activities on the best, most predictive targets. Of course, in this age of advanced customer connectivity, big data, and real-time decision-making, this is accepted wisdom.
But like lots of surefire recommendations, the trick is making them happen.

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June 28, 2016

Four Tips for Leaders as the EU Vote Dust Settles

Friday started with a call from my daughter at 5 a.m. BST. Currently enjoying a well-earned holiday in New Zealand she had heard the results first and was calling to ask, "Are you OK?". In the blink of an eye Google lookups changed from team results in UEFA Euro 2016 to Article 50 of the Lisbon Treaty. In fact, one of the highest search results cited last Friday was, "How to emigrate to Australia." The world is looking at the United Kingdom and asking: What on earth just happened? And those who lead the country are asking the same question.

Continue reading "Four Tips for Leaders as the EU Vote Dust Settles" »

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