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.
Customer experience
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.
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.
Continue reading "Relationship Banking: Targeting Customer Needs in the Credit Crunch" »
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.
Continue reading "Customer Valuation Is a Crucial Step for Businesses" »
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