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.

June 28, 2016

Four Tips for Leaders as the EU Vote Dust Settles

Friday started with a call from my daughter at 5 a.m. BST. Currently enjoying a well-earned holiday in New Zealand she had heard the results first and was calling to ask, "Are you OK?". In the blink of an eye Google lookups changed from team results in UEFA Euro 2016 to Article 50 of the Lisbon Treaty. In fact, one of the highest search results cited last Friday was, "How to emigrate to Australia." The world is looking at the United Kingdom and asking: What on earth just happened? And those who lead the country are asking the same question.

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May 9, 2016

Business Strategy & Analytics: The Devil Is In the Detail

In previous articles, I wrote about setting analytically affected goals or objectives: Pick a measure that is numeric in nature and see if or how you can influence it with analytically based projects or initiatives. There are whole books on the subject of setting goals. Here, we discuss how it is necessary to think about the links between goals, as well as the goals themselves.

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March 14, 2016

The Expectations Moment of Truth (EMOT)


In his book, 'X: The Experience When Business Meets Design', Brian Solis divides the customer journey into several key MOTs (Moments of Truth). These are the 'ZMOT' (Zero Moment of Truth), the moment we first search for what we want; the 'FMOT' (First Moment of Truth), when we see the brand and gain an impression of it; the 'SMOT (Second Moment of Truth), when we engage with the experience in its entirety and the 'UMOT' (Ultimate Moment of Truth) when we share our experience with others.

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