Guided by a Customer Focus

Peppers & Rogers Group founding partners Don Peppers and Martha Rogers, Ph.D. began their 2005 book, Return on Customer, with this undeniable truth, "The only value that your company will ever create is the value that comes from your customers — the ones you have now and the ones you will have in the future."

At Peppers & Rogers Group we've built our culture on that foundation. Every working hour of every day is focused on helping our clients understand their customers and the value that they create. Wherever we are on the globe — in New York, Dubai, London, Kenya, or Qatar — our consultants are dedicated to addressing complex issues from the customer's perspective and leveraging those insights to create value for every business.

Our core beliefs drive our approach to every project.


Our Mission:

We enable our clients to achieve accelerated business performance by delivering innovative, customer-focused solutions with our talented, dedicated people and our passion for excellence.


Our Values:

One TeamWe succeed because we help each other succeed.
InnovationWe stretch ourselves every day to expand our horizons.
VisionaryWe make both a short-term and long-term impact on our clients' business.
InsightfulWe spark radiant business ideas for our clients and put those ideas into action.
ProsperousWe generate value by ensuring quality in everything we do.
VirtuousWe act with integrity and inspire trust.
MeritocracyWe have a performance-based culture that praises talent and rewards results.

Peppers & Rogers Group is ready to join you on your customer-centric journey. Learn more about our approach to working with clients.

Case in Point

Client: Leading EMEA-based Telecom

Industry: Telecommunications

Capability Retention Analysis and Prevention Strategies

Challenge: Despite being the sole provider of fixed-line DSL services in its country of operation, an EMEA-based cable operator was facing a churn rate of over 30%. Problems with network quality and low customer service levels were driving these defection rates. Peppers & Rogers Group was tasked with identifying DSL service problems and developing the improvement plan.

Work: Through qualitative research with churning customers, Peppers & Rogers Group defined the problems and created a root cause analysis framework. The team conducted volumetric data analysis with past churners and tested hypotheses for correlation between variables and churn activity. Quick-win solutions were identified for pilot projects and the team established churn tracking metrics to measure progress.

Result: Peppers & Rogers Group pinpointed more than 30 problems in DSL customer services and validated the findings with customer data analysis. Six quick-win solutions, such as redesigning cancellation processes, were developed. Plus, nine DSL churn prevention roadmap initiatives were defined including detailed designs for leveraging people, process and technology.

Read our other case studies