tag:www.peppersandrogersgroup.com,2008-11-14:/blog//2 2013-04-30T21:13:02Z More than 15 years ago, Don Peppers and Martha Rogers, Ph.D. put one-to-one business strategy on the map. Since that time, these acclaimed visionaries have been at the forefront of the “next big thing” in business. They’ve guided hundreds of Global 2000 companies to new heights using a customer-focused approach to business. Now, get their latest thoughts, ideas, perspectives – and rants – with “Strategy Speaks.” And they want to hear from you. Be part of the conversation as we search for innovative ways to grow the bottom line while making the world safe for customers. Movable Type 4.21-en tag:www.peppersandrogersgroup.com,2013:/blog//2.5286 2013-04-30T21:00:35Z 2013-04-30T21:13:02Z

We've found that the most effective business solutions arise when these two sets of people collaborate and share their insights and subject matter expertise.

Geoff Miller http://www.iknowtion.com One of things I like about working in marketing analytics is the types of people I get to interact with every day. On one side, I've got the predictive analytics crowd --statisticians/econometrician who are well versed in modeling, regression, and sophisticated analytics. On the other are business practitioners/marketing consultants who are well versed in applying the analytics to specific business situations and who possess a strong grounding in an organization's business drivers. We've found that the most effective business solutions arise when these two sets of people collaborate and share their insights and subject matter expertise. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2013/04/combining-predictive-analytics.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2013:/blog//2.5277 2013-04-22T12:39:52Z 2013-04-22T12:49:03Z

What will make senior management stand up, take notice, and empower customer-facing employees to get behind the concept of customer centricity? ROI, of course. So here is some financial ammunition around customer experience strategy that you can take with you to the next board meeting or front-line training session.

Ron Wince http://www.peppersandrogersgroup.com Sure, every company likes the idea of improving the customer experience. But when put up alongside other day-to-day business concerns, it often gets kicked down the road for a later time. And too often, that later time never comes. It's widely known that customer experience improvements can lead to many business benefits, such as revenue generation resulting from higher customer satisfaction and loyalty, as well as cost savings based on lower churn, streamlined product development, and less price sensitivity. Discussing the idea of customer experience strategy is not a problem, but finding the time to execute it is hard. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2013/04/roi-revealed-for-customer-expe.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2013:/blog//2.5267 2013-04-08T19:26:50Z 2013-04-08T19:41:13Z

Here's a look at some of the innovations that have revolutionized the customer experience in the past 150 years. Which is your favorite?

Elizabeth Glagowski http://www.1to1media.com Here's a look at some of the innovations that have revolutionized the customer experience in the past 150 years. Which is your favorite? <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2013/04/infographic-milestones-in-mode.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2013:/blog//2.5265 2013-04-04T14:32:37Z 2013-04-04T14:44:37Z

When pressured by competition, a slumping economy or consumer demand, companies in far-flung industries - from retail, to manufacturing, to finance - have learned to rebuild their cultures around the customer experience, focusing on service as a differentiator and the goodwill, brand loyalty and positive halo effect that often follows. Now, it's healthcare's turn.

Ron Wince http://www.peppersandrogersgroup.com When pressured by competition, a slumping economy or consumer demand, companies in far-flung industries - from retail, to manufacturing, to finance - have learned to rebuild their cultures around the customer experience, focusing on service as a differentiator and the goodwill, brand loyalty and positive halo effect that often follows. Now, it's healthcare's turn. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2013/04/the-high-touch-culture-of-the.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2013:/blog//2.5253 2013-03-19T15:25:56Z 2013-03-19T15:37:35Z

Why is unstructured data useful for growing a business and how should marketers approach the zettabytes of unstructured information being created every day? Here are a few key principles that can be used as guidelines.

Niren Sirohi http://www.iknowtion As Google chief Eric Schmidt said "While it took from the dawn of civilization to 2003 to create 5 exabytes of information, we now create that same volume in just two days!" Unstructured data is growing rapidly and at a more rapid rate than structured data. According to a 2011 IDC study, unstructured data will account for 90 percent of all data created in the next decade. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2013/03/what-to-do-with-zettabytes-of.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2013:/blog//2.5244 2013-03-07T17:23:56Z 2013-03-07T17:53:57Z

We explore the topic of Customer Innovation in the new issue of the Customer Strategist Journal.

Elizabeth Glagowski http://www.1to1media.com When a company combines technology enhancements with the customer experience, something special happens. Products, services, data, and the entire future open up to new opportunities. Looking at business through the customer lens reveals a whole world of innovative wonder. We explore the topic of Customer Innovation in the new issue of the Customer Strategist Journal. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2013/03/the-magic-behind-customer-inno.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2013:/blog//2.5237 2013-02-27T14:20:51Z 2013-03-01T15:08:47Z

Get ready analysts, statisticians, data miners, data scientists; big data collection and text analytics are about to open up an entirely new chapter of customer data analysis, and we are very much looking forward to leading the charge.

Mike McGuirk What is text analytics and how can it help businesses win in today's competitive marketplace? <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2013/02/text-analytics-the-next-big-wa.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2013:/blog//2.5227 2013-02-15T15:47:20Z 2013-02-15T16:16:17Z

Once the domain of Internet and mobile companies, so-called "freemium" business models are popping-up more frequently in the telecommunications business.

Andre Popov Would you be willing to try a service that usually costs $100 per month for free for two years? Once the domain of Internet and mobile companies, so-called "freemium" business models are popping-up more frequently in the telecommunications business. Carriers are luring new customers with free trial offers to get them to sign-up for a service in the hope that customers will love the service and opt to pay for it. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2013/02/applying-the-freemium-business.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2013:/blog//2.5215 2013-01-31T18:39:20Z 2013-01-31T19:02:06Z

Thanks to the volumes of transactional and behavioral data that customers are sharing through their multichannel interactions, there are tremendous opportunities for banks to identify new ways to drive internal efficiencies and to optimize the customer experience.

Susan Piotroski Consumer use of digital channels in financial services is booming. Customers are transacting across the web, mobile, social, and other self-serve channels. As they interact with financial services companies across an array of channels, consumers are sharing more information about their needs, risk tolerance, and personal profile than ever before. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2013/01/using-big-data-to-attract-and.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2013:/blog//2.5198 2013-01-15T21:21:26Z 2013-01-22T18:46:52Z

Do not let the obstacles limit your pharma company's social media potential. We recommend pharma companies take a customer-centric approach to social media activity.

Roger Estafanos http://www.peppersandrogersgroup.com Want to reach consumers? "Get social," experts say. Create Facebook and Twitter accounts. Blog about issues that are buzzworthy and important to customers. Interact with consumers to discuss their preferences and suggestions for improvements. It's a great concept, but it is easier said than done in the pharmaceutical industry. No doubt participating in social media has become a given as consumers are more active on the channel than ever before and expect to connect with companies on various social platforms like Facebook, Twitter, YouTube, and more. Pharma marketing executives realize that social media activity is no longer a "should we" question. Rather, it's "how do we?" But the pharma industry has very unique challenges: <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2013/01/maneuvering-in-the-complex-wor.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2013:/blog//2.5193 2013-01-11T18:14:36Z 2013-01-22T18:51:04Z

Did you know that a negative online product review actually has a higher correlation to a product sale than a positive one? Or that a full 20 percent of Google searches are for terms that were never searched previously?

Don Peppers http://www.1to1media.com Did you know that a negative online product review actually has a higher correlation to a product sale than a positive one? Or that a full 20 percent of Google searches are for terms that were never searched previously? <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2013/01/friday-book-share-six-pixels-o.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2013:/blog//2.5192 2013-01-10T15:08:21Z 2013-01-10T15:30:38Z

CRM Retargeting brings all of the powerful analytics used to drive offline targeting to bear online, allowing marketers to develop a deep understanding of their customers' online response behavior.

Niren Sirohi http://www.iknowtion One of the most effective ways to improve marketing ROI is through CRM Targeting - finding the right customers at the right time through the right channel and offering up a message or incentive that will motivate them to engage with your brand. Given that customers today are doing most of their research online, having the ability to target customers online and communicate with them while they are conducting their research is becoming vitally important. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2013/01/crm-retargeting-improves-marke.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2013:/blog//2.5188 2013-01-07T16:00:00Z 2013-01-07T16:21:45Z

Customers today interact with businesses in many different ways, leading to numerous touchpoints and tremendous opportunities for positively influencing their customer experience. We have developed a four-step framework designed to help marketers make key decisions about where and how to improve their customer experience.

Niren Sirohi http://www.iknowtion Customers today interact with businesses in many different ways, leading to numerous touchpoints and tremendous opportunities for positively influencing their customer experience. If one considers the hundreds of interactions each customer has throughout his/her lifecycle with a company, then how do marketing executives decide where to focus their limited resources? In order to navigate this complexity we have developed a four-step framework designed to help marketers make key decisions about where and how to improve their customer experience. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2013/01/a-framework-for-influencing-cu.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.5168 2012-12-06T20:05:19Z 2012-12-06T21:40:23Z

The unique state of the consumer banking market in Turkey offers unrealized opportunities for banks to shine through multichannel innovations. And those that haven't started may already lag behind the competition.

Caglar Gogus The unique state of the consumer banking market in Turkey offers unrealized opportunities for banks to shine through multichannel innovations. And those that haven't started may already lag behind the competition. At the Multichannel Management in Retail Banking conference held in Istanbul in November, Peppers & Rogers Group conducted a survey of banking executives to gauge the importance of multichannel efforts to the banking industry. Of those surveyed, 76 percent report that branch is still "the king" in terms of sales contribution. However, 40 percent say that multichannel banking is on top of their agenda. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/12/which-banking-channel-is-right.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.5161 2012-11-28T15:52:26Z 2012-12-13T19:05:50Z

To become truly competitive in this new digital ecosystem, telecom operators must excel at many new fields such as digital content creation, content management and editorial, UI/UX creation, software and hardware development, social media, user-generated-content, digital advertising, and more.

Andre Popov Companies in the telecommunications industry are in the fight of their lives. Operators, CPE manufacturers, media companies, software vendors, and Internet players have invaded each other's previously clear-cut turfs. Over-the-top (OTT) players have become a major source of revenue cannibalization. For example, players like Netflix and Hulu are directly cannibalizing telco and cable operators' TV revenues. Similarly, applications like Skype and WhatsApp have made serious dents in operators' voice and SMS revenues. To make matters worse, the bandwidth needs of these OTT players exponentially increase the cost of building and operating telecommunications networks. This exponential increase in bandwidth consumption is not accompanied by an equivalent increase in revenues for operators. The industry's fear is that the cost of providing connectivity could at some point outpace revenues generated. Many have tried to strike back with their own content platforms and services, with little success. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/11/3-ways-for-telecoms-to-compete.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p>