As the adage goes, you can't manage what you don't measure. So, it's important for companies to apply customer experience metrics such as customer satisfaction and Net Promoter Score (NPS) to help determine how and whether customer programs are making a business impact. But just as some companies don't go far enough in applying customer metrics to gauge their progress, some companies tend to go overboard with these measurements.

Continue reading "Customer Strategist Orkun Oguz: Finding Your Place on the Customer Measurement Grid" »

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The healthcare space is in flux right now. Regulations are changing; government, corporate, and consumer spending is unsustainable; the system's effectiveness is being challenged; technology offers us promise and complexity; demographics are changing rapidly; and consumer expectations are evolving, with new media channels make it easier to hear them. For everyone involved - insurers, physicians, pharmaceutical companies, hospitals, and patients - it is an uncertain time.

At Peppers & Rogers Group, we believe the way to navigate through these changes is by putting the customer at the center of industry. Healthcare organizations of all kinds will benefit from the current changes that are taking place, if they understand and act on the insights that their customers - healthcare consumers - are telling them. Customer-centric healthcare organizations will deliver better, and more cost-effective care to consumers, build greater customer satisfaction, engagement, and loyalty, and drive bottom-line benefits and long-term market-leading financial performance.

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Customer Centricity in Healthcare: An Executive Summit Preview" »

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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" »

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