tag:www.peppersandrogersgroup.com,2008-11-14:/blog//2 2012-02-03T16:13:57Z 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,2012:/blog//2.4838 2012-02-02T15:51:11Z 2012-02-03T16:13:57Z

What can companies do to keep those customers who have reached the pinnacle of loyalty programs?

Benjamin Filaferro http://www.peppersandrogersgroup.com In the movie Up in the Air, George Clooney's character is a consultant obsessed with loyalty programs. His goal is to reach 10 million frequent flier miles and have a plane named after him. But what companies can actually take their loyalty programs that far? How far can you go to keep loyal customers interested and reaching for more? Many companies offer loyalty programs, designed to reward the most loyal customers and make sure they build share of wallet. They have a progression path, tiers to be reached, and higher and higher privileges that members aspire to achieve. So what happens when a customer reaches the top of the pyramid? How do you keep the spark of the initial relationship going strong? <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/02/customer-loyaltys-seven-year-i.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//2.4831 2012-01-30T17:10:07Z 2012-01-30T21:47:20Z

Walt Disney is noted for saying that he wanted to create an experience that customers enjoy so much they come back, and they tell their friends.

Martha Rogers http://www.peppersandrogersgroup.com/DocumentDownload.aspx?Doc_ID=32090 Walt Disney is noted for saying that he wanted to create an experience that customers enjoy so much they come back, and they tell their friends. As part of Peppers & Rogers Group's Social Media Week last week, 1to1 Media Editorial Director Ginger Conlon and I spoke to several business leaders in New York whose firms were cited by 1to1 readers as having a unique or outstanding customer experience. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/01/new-york-customer-experience-s.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//2.4823 2012-01-27T05:07:00Z 2012-01-24T19:57:49Z

Social media when applied in healthcare often comes down to risks versus rewards, because the risk of saying something in a social channel that may violate patient confidentiality is simply too great for some providers.

Marc Ruggiano http://www.peppersandrogersgroup.com Social media when applied in healthcare often comes down to risks versus rewards, because the risk of saying something in a social channel that may violate patient confidentiality is simply too great for some providers. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/01/whats-your-social-readiness-sc.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//2.4824 2012-01-25T05:07:00Z 2012-01-25T13:53:14Z

Executives who grew up in the world of mass media, and -- despite the freshest thinking they can muster -- still ask, when confronted with the new technologies: "How can we use social media to increase sales, increase reach and frequency at low cost, and "create buzz?" It's the wrong question to ask.

Martha Rogers http://www.peppersandrogersgroup.com/DocumentDownload.aspx?Doc_ID=32090 Executives who grew up in the world of mass media, and -- despite the freshest thinking they can muster -- still ask, when confronted with the new technologies: "How can we use social media to increase sales, increase reach and frequency at low cost, and "create buzz?" It's the wrong question to ask. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/01/whats-the-right-question-1.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//2.4825 2012-01-24T20:46:58Z 2012-01-24T20:59:04Z

Forget your customers, and they'll forget you. Put effort and resources into their experiences and relationship with you, and they will reward you with their loyalty and profitability.

Jonathan Marcus http://www.peppersandrogersgroup.com I peruse the financial trade press pretty often. In them I read articles and come across ads touting new brands, new products, new technology, justification of new fee structures, announcements of buyouts and mergers, new channels of distribution, and so on. Most of it is interesting - some a little less so. But if you look closely at all of it, there is big pit of missing information. Seriously, does anyone else notice that "customers" are glaringly excluded from the discussions? They are begging to be heard and are extremely willing to be loyal. But instead companies focus on everything else but their most important asset. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/01/the-financial-industrys-select.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//2.3021 2012-01-05T16:53:24Z 2012-01-05T17:43:10Z

James Gaskin has written an interesting article in IT World about why one web site entrepreneur has declared he is fed up with the "freemium" business model.

Don Peppers http://www.1to1media.com James Gaskin has written an interesting article in IT World about why one web site entrepreneur has declared he is fed up with the "freemium" business model. Freemium, widely used in the software and applications industry, allows a product to be distributed free of charge in its basic configuration, but then charges a user for more advanced versions or features. It's free to join LinkedIn and use it to post your profile and connect with others, but LinkedIn Premium services allow you to do things like see who has viewed your profile, search more thoroughly for others outside your connections, and reach out to people you aren't yet connected with. I play chess online for free, but for $5 a month I also get access to 25 chess tactics problems a day. My Xobni application is free, but with an upgrade my Outlook will automatically fill in many more email addresses, and do a number of other things that are highly useful to any heavy email user. Several higher-end media and content offerings are made on a freemium basis, including the Wall Street Journal, New York Times, The Times of London, and Harvard Business Review. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/01/freemium-why-non-paying-custom.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,2011:/blog//2.2999 2011-12-14T19:11:45Z 2011-12-14T19:22:32Z

Here are examples from around the world of how some banks put these social media efforts into action.

Dietrich Chen According to Mashable.com, retail banks use social media most often in five ways: to build their customer community and gain referrals; gain product development insight through customer suggestions and crowdsourcing; facilitate customer service interactions; expand marketing and promotional efforts; and be more transparent and efficient than in other communication channels. Below are examples of how some banks put these social media efforts into action. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2011/12/5-social-media-banking-efforts.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,2011:/blog//2.2945 2011-10-24T20:14:25Z 2011-10-24T20:33:38Z

Understanding the healthcare customer, and especially that new breed called the consumer, means understanding what health means to them and how that affects the healthcare choices that they make, as well as what they expect of their health insurer.

Marc Ruggiano http://www.peppersandrogersgroup.com Health insurers seeking to compete and win in this new world must quickly understand and address a critical topic that has long been given little attention in the industry -- branding. In my last post, I discussed why branding matters in healthcare. Taking the topic further, health insurers that are just now starting to wrestle with the topic must start with three key questions: What customer insights do I need in order to make brand decisions? What is a brand strategy and how do I develop one? How do I prepare my organization to deliver on the promises made by my brand? Gathering actionable customer insight is the first step to developing a beneficial brand identity. Understanding the customer, and especially that new breed called the consumer, means understanding what health means to them and how that affects the healthcare choices that they make, as well as what they expect of their health insurer. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2011/10/branding-in-healthcare-custome.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,2011:/blog//2.2924 2011-10-10T04:47:05Z 2011-10-07T16:00:23Z

Mobile telecom operators looking to differentiate in the fiercely competitive climate can use geography to their advantage by looking at geo-marketing analytics to influence sales and marketing decisions, making them as unique as the neighborhood they're used in.

Omer Yis Where you live affects the life you lead. Each country, province, city, and even neighborhood has its own culture and way of life. Whether it's Camden Town in London, Wrigleyville in Chicago, or Paris' Left Bank, small geographical areas are worlds unto their own. And they affect the decisions made by their residents. Can your business intelligently manage interactions with customers in such small geographies? Mobile telecom operators looking to differentiate in the fiercely competitive climate can use geography to their advantage by looking at geo-marketing analytics to influence sales and marketing decisions, making them as unique as the neighborhood they're used in. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2011/10/four-uses-of-geo-marketing.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,2011:/blog//2.2915 2011-10-05T13:22:18Z 2011-10-05T13:35:21Z

The credit crunch is taking its toll on both consumers and banks alike. Since the credit crisis began in earnest in 2008, banks have absorbed massive losses across a range of consumer credit products. Profits continue to shrink, particularly in mass-market segments.

Customer Strategist http://www.peppersandrogersgroup.com The credit crunch is taking its toll on both consumers and banks alike. Since the credit crisis began in earnest in 2008, banks have absorbed massive losses across a range of consumer credit products. Profits continue to shrink, particularly in mass-market segments. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2011/10/relationship-banking-targeting.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,2011:/blog//2.2913 2011-10-04T13:49:24Z 2011-10-04T14:22:33Z

Am I the only one who gets annoyed by the never-ending doomsday articles that profile Apple as "struggling" to maintain its market share, and doomed to lose a "bitter battle" to Google's Android? Has it ever occurred to anyone that it's like comparing the proverbial Apples - no pun intended - to Oranges? Or rather, it's like comparing a Rolls Royce to a Toyota.

Customer Strategist http://www.peppersandrogersgroup.com Am I the only one who gets annoyed by the never-ending doomsday articles that profile Apple as "struggling" to maintain its market share, and doomed to lose a "bitter battle" to Google's Android? Has it ever occurred to anyone that it's like comparing the proverbial Apples - no pun intended - to Oranges? Or rather, it's like comparing a Rolls Royce to a Toyota. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2011/10/apple-versus-google-no-compari.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,2011:/blog//2.2908 2011-10-01T03:12:15Z 2011-10-06T13:18:48Z

New Peppers & Rogers Group Partner Andre Popov introduces himself as a humble observer, advisor and fierce digital advocate to Telecommunications, Media and Technology companies.

Customer Strategist http://www.peppersandrogersgroup.com My name is Andre Popov, and I recently joined Peppers & Rogers Group as a partner in the firm's Telecom, Internet, and Media (TIME) practice. It's an exciting time, and I hope to provide some insight and strategic point of view on what has become my true passion: the world of strategy, digital and innovation. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2011/09/introducing-andre-popov-digita.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,2011:/blog//2.2909 2011-09-30T21:15:54Z 2011-10-06T13:37:00Z

I'm all for adopting cutting-edge technology, but do your consumers actually want and need LTE right now?

Customer Strategist http://www.peppersandrogersgroup.com Every time a telco operator in an emerging market announces yet another wide rollout of LTE, I cringe. LTE - short for long-term evolution - is the next technology standard set to upgrade current 3G+ / HSxPA telecommunications networks in the coming years. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2011/09/stop-the-lte-madness.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,2011:/blog//2.2906 2011-09-30T14:14:37Z 2011-09-30T14:48:18Z

Health insurers must prepare to compete for consumers. And a customer-focused branding strategy will help get them there.

Customer Strategist http://www.peppersandrogersgroup.com Last month health insurance company Cigna launched a $25-million rebranding campaign, with the goal of "evolving health and well-being needs of consumers," according to its press release. The fact that it used the word "consumers" is evolution in and of itself. A new logo, advertising campaign, mobile apps, social media program and customer-focused changes to its service organization are all part of the plan. Even the formal, capital-letter "CIGNA" was replaced with the softer "Cigna" spelling in company documents. Cigna's move represents a sea change in the health insurance industry as a whole. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2011/09/why-branding-matters-in-health.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,2011:/blog//2.2888 2011-09-14T15:11:45Z 2011-09-15T20:16:46Z

Allocating value to each customer allows companies to determine how much money and other resources they want to invest in that particular person or group. Doing so is a critical step for organizations, and probably the first research they should engage in when it comes to customer analytics.

Customer Strategist http://www.peppersandrogersgroup.com Allocating value to each customer allows companies to determine how much money and other resources they want to invest in that particular person or group. Doing so is a critical step for organizations, and probably the first research they should engage in when it comes to customer analytics. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2011/09/customer-valuation-is-a-crucia.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>