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.

April 15, 2015

Connected Customers Need Connected Customer Strategies

As always, the 2015 Mobile World Congress was full of new gadgets and eye-popping technology innovations from leaders in the communications space. Though initially exciting, many of these breakthroughs require a more focused attention on the customer experience to see them move off the trade show floor and in everyday consumer life. And from our experience at the show speaking to telecom leaders from around the world, it's clear that the space is ripe for strategies aligned to customers.

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April 1, 2015

"The More I Buy, the Worse They Treat Me"

This was what a colleague told me about his bank, just the other day. What he meant was that the more divisions he dealt with at this bank, the less likely any of them would actually know what his total relationship with the bank was like. When he called in to the credit card, for instance, they didn't seem to know he also had checking and money market accounts at their bank (or was it really "their" bank?).

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January 12, 2015

"Leadership Inspires" in the new issue of Customer Strategist

During my MBA studies, we learned about the teachings of leadership guru Warren Bennis. He authored a number of books on the subject and imparted leadership wisdom on both current and future leaders around the world.

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