Volume 5, Issue 3
Customer Strategist provides executives with insight that leads to innovative strategies for building more profitable customer relationships. It facilitates learning and action by presenting the most progressive thought leadership and providing access to Peppers & Rogers Group's proprietary consulting methodologies.
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The rise of predictive search tools creates virtual personal assistants that are predictive and proactive with consumers. As a result, consumers now expect a brand to be psychic.
The business world does not really listen to customers beyond the surface, if at all. They are missing out on a huge opportunity to deliver on customer expectations by being psychic in their customer interactions.
Some companies have discovered that true customer engagement comes from eliminating friction in the customer experience. Respect customers’ time, and you will gain their affection (and share of wallet). Reinvent processes, implement new technologies, and empower employees to create a slipstream type of customer experience. In order to deliver a pain-free, frictionless experience, brands must become more psychic.
Technologist Doc Searls discusses the ramifications of such an environment on business, and what senior leaders can do to prepare for a truly customer-controlled world.
If brands hope to implement a truly psychic foundation, they must integrate the necessary tools to ensure that engagement, retention, and loyalty comprise the end result.
Advances in technology give brands the opportunity to learn more about how their products and messages impact customers and prospects.
For Hyundai, the sale is just the beginning of the relationship with drivers. The continuing experience is what keeps drivers coming back.
Barclays and Absa know that customer relationships before, during, and after bank mergers are very fragile and need to be handled with care. A united customer experience strategy is required.
It’s no surprise that Barclays made a significant investment in Africa. According to the International Monetary Fund’s 2013 Regional Economic Outlook, the Sub-Saharan African economy is now the second fastest-growing region in the world.
Build-a-Bear founder and CEO Maxine Clark shares insights on how developing a customer-focused culture leads to a successful business model, and how the next generation of Build-A-Bear Workshop will evolve while staying grounded in its core business strategy.
Build-A-Bear Workshop’s business model is rooted in customer centricity The company was built from theground up on the idea that personal customer experiences were paramount. CEO Maxine Clark created an employee culture first that tied into her ideal customer vision. The actual experiences then followed.
Daniel Danker, Shazam’s Chief Product Officer, explains that technology companies cannot simply create a cool feature and then sit back. Instead, they need to put themselves in customers’ shoes and use technology to their customers’ benefit.
Peppers & Rogers Group and Efma recently conducted research into the state of the Customer Experience in Retail Banking.
Research from Peppers & Rogers Group and Efma finds that banks are embracing basic customer-centric activities, but there is still a long way to go to fully optimize customer relationships and financial value potential.
It’s easy to talk about customer centricity, but difficult to actually implement it. Yet many banks are taking steps to get closer to companies. The results mean stronger relationships and a healthy financial picture.
As technology races ahead, today’s corporate analytics programs will become tomorrow’s smartphone apps for consumers. Within a few years, business algorithms will be defining marketing offers, but consumers’ own algorithms will be defining the buying decisions.
Eight popular initiatives that are being used by mobile telecom operators globally.
Peppers & Rogers Group conducted research about the current and potential use of mobile data in both the emerging and developed world.
In the complex and challenging contact center world, analytics hold the key to working smarter and having real impact across channels on customer experience, satisfaction, and overall business.