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.

Category Archives:

Business Strategy

July 10, 2012

Wake Up Wall Street: Report Ties Customer Metrics to Company Stock Prices

We at Peppers & Rogers Group have always advocated that acting in the best interests of your customers is sound business strategy. Not only is it the right thing to do, it can positively impact a company's bottom line. The point was proven yet again last week with the release of a report from the CFI Group that ties customer satisfaction scores to higher-than-average stock prices.

Continue reading "Wake Up Wall Street: Report Ties Customer Metrics to Company Stock Prices " »

June 4, 2012

Redefining Retail in a Multichannel World

Customers use many channels to interact with the companies they do business with. This includes the rising adoption of smartphones and use of social networks among consumers. According to the Mobile Marketing Association, more than half of the population in countries such as the U.K., Saudi Arabia, Sweden, and UAE are using smartphones, while the penetration rate is greater than 40 percent in countries such as the U.S., Spain, and Switzerland. Meanwhile, Facebook has 845 million active users worldwide; LinkedIn and Twitter boast 150 million and 127 million users, respectively.

Continue reading "Redefining Retail in a Multichannel World" »

May 23, 2012

Long Haul Drucker: Harnessing the Power of Existing Customers

To satisfy the customer is the mission and the purpose of every business. - Peter Drucker

As marketers, we've heard it said a thousand times in a thousand different ways: "Treat different customers differently." The virtues of this mantra have been extolled by management thought leaders ranging from Peter Drucker to Don Peppers and Martha Rogers, yet it is still a difficult concept for many firms to put into practice. There is tremendous potential waiting to be unlocked from the customers you already have. Not only is it imperative to keep customers, but also to provide as many relevant products and services based on their needs and your capabilities. To do this, you must evaluate each customer's perspective.

Continue reading "Long Haul Drucker: Harnessing the Power of Existing Customers " »

© 2010 Peppers & Rogers Group. All Rights Reserved.