As a manager at some point you have probably found yourself asking the question, "what's the best marketing plan I can develop?" Any time you ask a question with word "best" in it, you are asking a question about optimization.

When it comes to marketing analytics, how best can a company optimize its resources? Based on our experience with clients, we've found that the optimization questions are usually related to a client's level of decision-making.

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Posted by Rafael Bradley | Permalink | Comments ()

According to Forrester Research, 86% of leaders place Customer Experience (CE) as their top strategic priority.* The measurement of customer experience has exploded, and numerous metrics abound, most of them focused on measuring subjective customer perceptions like customer satisfaction and net promoter score (NPS). However, for roughly 2/3 of US brands, CE ranges from just OK to downright bad, and 51% of leaders indicated that lack of strategy was a big barrier to improving their CE.**

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Posted by Niren Sirohi | Permalink | Comments ()

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 " »

Posted by Elizabeth Glagowski | Permalink | Comments ()