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.
June 2011
Bank customers expect great experiences. This is true across all channels that customers use, whether they're conducting transactions in a branch, paying bills online, or checking an account balance using their mobile phones.
Continue reading "Customer Strategist Caglar Gogus: Make Banking Experiences Easy and Relevant" »
In 2002 I spent two days in Oslo: June 21 and December 16 -- the shortest night and (almost) the shortest day of the year in a place where the contrast is dramatic. In the summer the sunset never turns to night, and just before Christmas, black starts at 3:30 p.m. and doesn't turn back to twilight again until 9:00 the next morning. I was there both times to help European companies explore the benefits and methods of building share of customer and customer equity.
Today is the longest day of the year in 2011. Where am I this year? In Bentonville, Arkansas, at the Wal-Mart Analytics Day sponsored by SAS Institute and Deloitte, with 500 attendees from across Wal-Mart companies. (We're meeting in the auditorium at world headquarters for Sam's Club.) Wal-Mart has been a controversial company, but I can tell you that up close, the folks here believe the customer is number one. It's even part of the "cheer" that the hundreds of people here did. Loudly. The sign on the wall here quotes the mission for Sam's Club: "Simplifying Members' lives by helping them make smart choices." (Disclosure: I've been a member for at least 20 years.)
Continue reading "How I Spent the Longest Day of the Year" »
As the global economy continues to show signs of strength, retail industry CEOs and other senior executives are laser-focused on two areas: revenue growth and customer acquisition. Recent market indicators have been encouraging. For example, general U.S. retail sales rose 0.5 percent in April, according to Market News.
Ask company executives if customers find their business trustworthy, and most will of course say yes. But ask their customers, and often you will hear a different answer.
Continue reading "Customer Strategist Safwan Zaheer:
Six Building Blocks to Customer Trust " »
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