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 ()

Many executives are in the throes of the budget season, so their discussions with other decision-makers will invariably turn to strategy setting for the coming year. Given the current backdrop - a sluggish economy, the need to manage growing complexity in the multichannel environment, and increased opportunities for using customer data and analytics - executives should be thinking about growing their businesses through customer-centricity.

Continue reading "Customer Strategist Orkun Oguz: Place Customers at the Forefront of 2011 Strategic Planning" »

Posted by Peppers & Rogers Group Consulting Team | Permalink | Comments ()

One of the single most important elements of industrial efficiency and technical progress is the concept of "division of labor." The original thesis behind division of labor was stated succinctly by Adam Smith in Wealth of Nations, with his classic description of the pin factory, where each task was divided into standardized steps to be completed more cost-efficiently by different people and machines. When an analogous principle is applied to nation-states we get the theory of comparative advantage, which underlies the benefits of free trade. Both division of labor and comparative advantage presume that people can perform separate tasks and then trade with each other for mutual benefit. Trading is critical. Without trading, among people and nation-states alike, progress is stunted.

Continue reading "Karl Marx, the Division of Labor, and Employee Engagement" »

Posted by Don Peppers | Permalink | Comments ()