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.
Employee Engagement
At last week's Direct Marketing Association (DMA) conference in Las Vegas, Don Peppers made the case that the new realities of the e-social world give marketers a one-time opportunity to transform their companies entirely, by focusing on more engaged employees, more balanced financial metrics, and a stronger, more unifying corporate culture.
Continue reading "VIDEO -- Customers in Revolt: Threat or Opportunity?" »
Being more trustable to customers means that companies, their managers, and their employees, must behave in a way that demonstrates empathy.
Continue reading "Corporations Must "Put on a Human Face" to Build Customer Trust" »
The publishing industry will live or die with the success of Barnes & Noble. So says an article by Julie Bosman in The New York Times, "The Bookstore's Last Stand," (29Jan12, p. 1 Business). Bosman's article was spot on in many ways, and it's clear that CEO William Lynch is doing good things for the company. But as Ms. Bosman reports, Amazon.com's market cap is currently $88 billion, compared to B&N's mere $719 million. The Wall Street Journal reported last summer that then-execs at B&N offered to buy Amazon.com from Jeff Bezos in 1996 as a favor. In 15 years David and Goliath's roles have reversed. Have the weapons changed? Have the armies?
© 2010 Peppers & Rogers Group. All Rights Reserved.
