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.
September 2010
Compared to paper-based customer communications, email marketing is often considered to be a more cost-efficient tool. Still, many marketing leaders continue to struggle with effective approaches for delivering relevant email content to recipients to help boost opt-ins and response rates.
November 22 Update: Peppers & Rogers Group will host a Healthcare Executive Summit to bring together leading executives for information-gathering, networking and idea-sharing. It will be held December 2, 2010 at the Yale Club in New York, featuring Martha Rogers, Ingrid Lindberg of CIGNA, and Elizabeth Boehm of Forrester Research.
Health insurers are now forced to change the way they think about and do business with consumers. And it's a change whose time has come. Today, the U.S. operates a medical care system, not a healthcare system. As much of 30 percent of the $2 trillion Americans spend on healthcare annually is estimated to be wasted on unnecessary treatments.
Rebecca Caroe (@rebeccacaroe), a colleague from the UK, sent me an email this weekend asking whether Martha Rogers and I had any point of view on VRM ("vendor relationship management"). VRM may be the buzz-word du jour or it may just be a smart way to better describe the next logical implication of faster, cheaper, more ubiquitous interactive technology. As computers miniaturize further and further, the computers that used to be affordable only for large businesses with thousands of customers can now be held in the palm of your hand.
Continue reading "VRM: Next Destination in Technology's March?" »
...among people who design software for group use, human social instincts are sometimes jokingly referred to as "the monkey mind."
In his book The Upside of Irrationality, Dan Ariely, a behavioral economist at Duke University and one of the most interesting and popular writers on the subject, describes an experiment involving two chimps placed in neighboring cages, with a table of food just outside the cages but still within their reach. The food table is wheeled, and either chimp can reach out to pull the table closer to its own cage (and farther from the other's). However, a "revenge rope" leading out from each cage is connected to the bottom of the table, rigged so that if either chimp pulls it the table will collapse and spill all the food onto the floor and out of reach for both of them. Researchers have found that if both chimps share the food, all goes well in this experiment. But if one chimp rolls the table too close to its own cage, the other will sometimes explode in a rage and yank the rope, collapsing the table. According to Ariely, "The urge to punish exists in animals, too....The similarity between humans and chimps suggests that both have an inherent sense of justice and that revenge, even at personal expense, plays a deep role in the social order of both primates and people."
Continue reading "Social Media Systems, Trustability, and "the Monkey Mind"" »
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