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.
Customer Trust
To be proactively trustworthy, a company must facilitate customers' sharing their honest opinions with other customers.
Continue reading "Why You Should Allow Customers to Review Your Products" »
To paraphrase Warren Buffet, the secret to good customer relationships is the same as the secret to any good marriage: low expectations.
Continue reading "Customer Expectations for Trust are Rising" »
If you're planning a trip and want to know what a hotel or resort is really like, there is no shortage of Web sites offering reviews. Some reviews are by travel critics and insiders, while others are purported to be from real customers. Problem is, a substantial number of these "real customer" reviews are, in fact, bought-and-paid-for opinions.
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