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 Service
Bank customers expect great experiences. This is true across all channels that customers use, whether they're conducting transactions in a branch, paying bills online, or checking an account balance using their mobile phones.
Continue reading "Customer Strategist Caglar Gogus: Make Banking Experiences Easy and Relevant" »
I recently purchased an iPad 2 and I wanted to set up a data plan for it prior to embarking on a trip. I had no choice but to set up a data plan through Verizon since that was the only option offered by the retailer I purchased the device from. I use AT&T for my mobile service and while I didn't have any initial qualms about signing up for an iPad data plan with Verizon, the byzantine set-up process I endured has shattered my confidence in the company's abilities to meet my needs and provide me with the type of experience I would expect.
When bad weather disrupts travel, airlines often offer customers full or partial refunds on their tickets or allow customers to change their tickets or destinations without penalty. Unfortunately, car rental companies and hotels typically don't offer the same types of options, but it's something they should consider.
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