Banking on Customer Mistakes
Taking advantage of customers' errors may seem profitable in the short term, but in the long term it erodes customer trust and leads to churn.
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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.
Monthly Archives:
March 2012
March 14, 2012
Three Customer Trends from the 2012 Mobile World Congress
It was another banner year at the Mobile World Congress (MWC) show in Barcelona. Attendance was up 11 percent over last year to 67,000 people. The event has outgrown its venue, and will next year be held on the outskirts of the city in anticipation of continued growth. It really is impressive to be able to interact with so many players in the industry.
The mood on the show floor and in the sessions was very positive and upbeat. Innovation is moving rapidly, and many people were excited to see the latest products and services from both industry stalwarts and fledgling start-ups. But among all the product releases and high-tech announcements, the real buzzword at the conference was "customer."
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March 12, 2012
Customer Centricity in the Mobile World
In the telecom industry, convergence and integration is a challenge for mobile and fixed-line operators as customer demand grows. It's critical for companies to be consistent and keep their promises to customers. Ozan Bayulgen, partner at Peppers & Rogers Group, shares insights on how operators can make the most of this exciting time.
Continue reading "Customer Centricity in the Mobile World" »