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.

December 15, 2016

Why Small Gestures Speak Volumes about Your Brand


Maybe it was a smile, a handwritten note, or just being greeted by name--a small gesture that makes you feel like a valued customer. In today's data-driven and digital-first world, it's easy for businesses to overlook the value of making a genuine connection with customers. But that's precisely why more companies need to pay attention to details like customer-centric gestures.  

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August 5, 2016

Using Customer Journey Maps as a Strategic CX Tool

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Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge.

There are a number of things a business can do to become truly customer centric.

First and foremost, it needs to decide to become a Customer Experience Brand - that is to see the customer experience as central to differentiating and creating competitive advantage.

But what happens next? What steps should a business follow to realize that vision? 

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July 18, 2016

Four Steps to Insight-Driven Sales and Marketing in Lean Times


A recent blog post (Waking the Sleeping Tiger With a Strategic Approach to Sales) from our colleagues at TeleTech Consulting posited that businesses can stretch their sales and marketing investments and achieve better results by, first and foremost, using insights and analytics to focus their activities on the best, most predictive targets. Of course, in this age of advanced customer connectivity, big data, and real-time decision-making, this is accepted wisdom.
But like lots of surefire recommendations, the trick is making them happen.

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