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.

Category Archives:

Return on Customer

April 5, 2012

How Trustable Companies Use Customer Insight

It's a reasonable bet that very few customers would want to pay $25 a month for AOL's dial-up ISP subscription - a subscription they don't need and never use, and that they don't really know they're paying for. And most likely no one would actually want to incur NSF (insufficient funds) charges by accident. There may be times a person would choose to incur such fees, and (who knows?) some people might simply choose to pay for dial-up service just so they can say they do, but on the whole, we don't think we're going too far out on a limb by suggesting that these are not examples of companies proactively protecting their customers' interests.

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January 25, 2012

What's the Right Question?

Executives who grew up in the world of mass media, and -- despite the freshest thinking they can muster -- still ask, when confronted with the new technologies: "How can we use social media to increase sales, increase reach and frequency at low cost, and "create buzz?" It's the wrong question to ask.

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September 14, 2011

Customer Valuation Is a Crucial Step for Businesses

Allocating value to each customer allows companies to determine how much money and other resources they want to invest in that particular person or group. Doing so is a critical step for organizations, and probably the first research they should engage in when it comes to customer analytics.

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