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:

Change Management

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.

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August 24, 2011

Key Factors for Creating a Successful Customer-Centered Organization

If you think about different organizations, including your own, you will notice a spectrum of ways that companies think about building their success. During the heyday of the mass marketing era -- practically all of the 20th century -- companies were very product oriented. Companies tried to develop good products and then find customers for those products. Today, new technologies and rising customer expectations require companies to develop good customers and then find the right products for those customers. This customer-first approach requires a shift from product centricity to customer centricity.

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August 10, 2011

Customer Strategist Dietrich Chen: Customer Segmentation in Healthcare -- A Prescription for Survival

Under the current business model, healthcare insurance in the United States is sold to individual consumers through brokers and employers. But as the U.S. healthcare industry continues to undergo reform, the market will increasingly shift from a B2B model to more of a B2C model where individuals have a stronger voice in their healthcare decisions, including greater choice over the healthcare insurance provider they select. As such, it's going to become increasingly important for healthcare insurers (i.e. payers) to develop a much better understanding of the needs, behaviors, and value of individual customers in order to tailor product offerings and support more cost-effectively.

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