Volume 5, Issue 4
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 future isn’t as far off as you think, and you need to plan now for the holistic customer strategies, tactics, and technologies that will usher in the consumer-driven era of business.
Technology is becoming part of us, and vice versa. It is incorporated into our daily lives and experiences, and will only increase.
Consumer expectations for receiving great customer experiences will continue to advance, just as calendar pages turn. Here is what the experience may look like within certain industries by 2020 and beyond.
What will the customer experience of 2020 look like? And more importantly, will your company be positioned to deliver an optimal experience?
Based on current predictions, the answer is “no.”
People love to make predictions, including predictions about future customer experiences, technology, and interactions. More than 100 years ago some envisioned (very correctly) what life would be like today. And although predictions such as “a flying machine for travel” and “moving pictures sent by wire” were correct, some are downright laughable. So before we bank on a vision of the customer future, let’s revisit past predictions of future experiences.
Meet the people formerly known as customer/consumers/target markets. They have new powers. They are backed by powerful companies. And they are starting to organize. They are rewriting the rules of business and developing a new economy: a collaborative economy.
Corporations that tap into their own crowd—the empowered people—stand to gain in three distinct ways.
In this new era of digitally focused, knowledge-hungry consumers, the company of tomorrow must transform today or risk extinction.
User experiences driven by ambient intelligence put a new perspective on what consumers do in the real world, by providing them with low intrusion, minimum-friction opt-in features that make their lives easier and more interesting.
Forward-thinking organizations are putting in place structures to remain top-of-mind with customers whose digital body language uncovers a desire to do business with the brand.
Technology firm Dell has decided to go private to be able to focus on areas of growth, including cloud computing, Big Data, security software, and mobile. Its future is in the services business.
More so than ever, companies are establishing innovation labs to facilitate employee and partner collaboration in an atmosphere that works to resolve the challenges of today and predict the obstacles of tomorrow.
There are several reasons a company may be targeted for investment: It’s got exciting new products and services with growth potential, or it may be in distress and in need of restructuring, for example.
First Direct, a subsidiary of HSBC, takes customer service seriously and is constantly striving to understand its clients, preempt their needs, and deliver the best experience to make customers’ lives easier.
We asked top experts in the field of customer experience and future strategy to share ideas of what the 2020 experience might look like, and more importantly, how realistic that vision will be for businesses to implement.
The world’s largest facilitator of retail financial transactions will be some company that doesn’t even have the word “bank” in its name today.
The 2020 consumer will expect any business she deals with to proactively protect her interests by reminding her if she’s making a mistake or doing something she might regret later.
We have created a five-step process called Customer Experience Value Analysis that integrates data analytics with customer value along the entire customer continuum to put the right financial picture into focus.
While every company is different, improvements in customer experience will almost always drive financial value principally in four distinct, customer-focused ways.
A positive customer experience today is not enough. To stand out, you need to wow customers with an exceptional experience, or they will simply move on.