Peppers & Rogers Group’s New Executive Journal Spotlights Customer Value, the Customer Experience and Success at eBay
Norwalk, Conn. (July 21, 2009) Peppers & Rogers Group, a global thought leader in customer-centric business strategy recently published the premiere issue of its executive journal, Customer Strategist. The publication was created to highlight customer-centric best practices from around the world. The debut issue includes proprietary Peppers & Rogers Group research around the application of customer value in business planning, as well as profiles of customer strategy successes at such companies as eBay and 1-800-Flowers.com.
"We are excited to launch our new executive journal, Customer Strategist, to bring awareness to the progress companies are making in implementing profitable customer strategies," explains Don Peppers, cofounder of Peppers & Rogers Group. "In the current economic climate, customer-centricity is critical for survival. Because of their customer focus, the companies and executives featured in our new journal are not only surviving, they are thriving."
In the case study "The Economics of Customer Engagement," Customer Strategist highlights how eBay turned Net Promoter Score into an enterprise customer strategy to determine the relationship between customer churn and customer lifetime value. The goal was to deepen customer relationships.
1-800-Flowers.com's CEO Jim McCann shared with Customer Strategist how constant dialogue with customers, partners and employees has led to its reputation as one of the world's leading customer-focused companies – and consistently strong financial results. Other stories in the premiere issue include new research on the correlation between customer experience management and bottom-line performance; insight on how companies are rethinking their loyalty programs in the rush to boost customer retention; and a case study on how the New Jersey Performing Arts Center is using lifetime value to develop more profitable relationships through individualized, personal service.
More information on Customer Strategist – including the online edition – can be found at www.customerstrategist.com
About Peppers & Rogers Group
Peppers & Rogers Group is a management consulting firm recognized as the world's leading authority and acknowledged thought leader on customer-based strategies and underlying business initiatives. Founded in 1993 by Don Peppers and Martha Rogers, Ph.D., Peppers & Rogers Group transforms 1to1 concepts into practical methodologies that drive financial results. www.peppersandrogersgroup.com