Bringing Expertise Across Vertical Industries

Peppers & Rogers Group leverages its results-driven customer-centric business strategy from a vertical industry perspective. Our unique understanding of market dynamics and value drivers across all industries provides our Fortune 500 clients with the tools and information they need to be successful.

Airlines

In an increasingly competitive market, balancing labor costs, load factors, route optimization and the fluctuating fuel market with customer satisfaction and loyalty is a huge challenge. Peppers & Rogers Group has deep experience on both sides of this complex equation with clients on five continents.

Read the White Paper: A One-Way Ticket to Long-Term Profitability

Read the Research Study: Building Stronger Relationships with Frequent Flyers

Read the article: Consumer Power Takes to the Skies

Download an Overview of Peppers & Rogers Group's Travel & Transportation Offerings

Join the conversation on the Strategy Speaks blog: Customer Strategist Bruce Sweigert: Airline FFPs Are Springboards for Engagement

Automotive

understanding the automotive industry

Peppers & Rogers Group consultants have a deep understanding of the complex value chain in the automotive industry. We have worked with clients on manufacturing, supplier and distribution strategies as well as consumer-facing programs such as loyalty and customer satisfaction. As the challenges increase with overcapacity, demands for fuel efficiency and product commoditization, automotive companies need insight that will help them leapfrog their competitors.

Read the Research Study: Turning the Corner in Automotive Marketing

Consumer Goods and Durables

The landscape for Consumer Goods and Durables is a complex one, full of product commoditization, retailer consolidation, fragmented distribution channels, decreasing advertising effectiveness and increasingly sophisticated and fickle consumers. Peppers & Rogers Group approaches these challenges by looking through the customer lens and leveraging rigorous analytics capabilities and customer experience management expertise.

Energy and Utilities

understanding the Energy and Utilities industry

It's a tough time to be in the power business. With regulation shifts, alternative energy developments, fluctuating demand and environmental pressure, energy companies need a clear vision for the future. Peppers & Rogers Group helps energy companies take action on customer insight to understand the impact of consumption patterns, risk tolerance and geopolitical realities.

Financial Services: Retail and
Commercial Banking

understanding the Financial Services industry

In the financial services industry, competition is intense, customers are sophisticated, and the climate is unpredictable. Add globalization, deregulation, and industry consolidation to the mix and clients need a solid strategy rooted in data to guide the way. The Peppers & Rogers Group Financial Services practice provides deep expertise to assess both the short- and long-term opportunities for clients in every aspect of their customer strategy.

Read the Research Study: The Untapped Opportunity in Financial Services

Government and Public Sector

understanding the Government and Public Sector industries

Governments around the world are becoming increasingly sophisticated, translating best practices from the business world to a public sector environment. By designing citizen-centric offerings and experiences for its constituents, governments are finding new ways to prioritize social and economic development goals. Peppers & Rogers Group unites local knowledge with global experience and best practices for Citizen-Centric & Social Transformations. Our teams of experts have developed and applied state-of-the-art, constituent-specific strategies, citizen-centric management tools and public resource efficiency techniques to build targeted development environments.

Learn more about Peppers & Rogers Group capabilities in the Government sector.

Healthcare

understanding the Healthcare industry Peppers & Rogers Group Healthcare Practice applies its strategy expertise and market experience to the unique dynamics of the healthcare industry, serving leading Health Insurance, Life Sciences, and Health Delivery enterprises. We offer functional expertise in patient/consumer profiling, stakeholder analytics and segmentation, key influencer strategy, new business development effectiveness, organizational alignment, stakeholder interaction strategies, service line commercialization, case management strategy, automated patient management design, portfolio optimization, privacy compliance, and change management.

Read the case study: Healthcare Reform Begins With Customer Experience Improvements.

Watch the latest from our Peppers & Rogers Group Healthcare Webinar Series.

Download our primary research Measuring the Value of Trust in Healthcare.

Join the conversation on the Strategy Speaks Blog:
Five Consumer-Centric Imperatives for Health Insurers

Insurance and Pensions

understanding the Insurance industry

When it comes to understanding growth and profitability in the insurance industry, customer lifetime value plays a critical role. Peppers & Rogers Group has a robust methodology to help clients understand the value of their current customer portfolio in order to create strategies to successfully get, keep, and grow valuable customers.

Manufacturing and Industrials

Using a sophisticated, holistic approach, Peppers & Rogers Group helps clients in the manufacturing sector understand their short- and long-term opportunities for growth. Our team has experience throughout the project rollout, from building strategic initiatives to executing tactical plans.

Non-profit and Social Sector

Do you know who your most valuable patrons are? Do you understand why they support your organization? Peppers & Rogers Group consultants help non-profit clients understand their donor base and create and execute strategies to deepen affinity and engagement.

Pharmaceuticals and Life Sciences

understanding the Pharmaceuticals industry

In a market where new product ideas collide with regulation every day, our consultants help clients in the pharmaceutical and life sciences industries understand the needs of three very different audiences – the provider, the payer, and the patient. We use the customer lens to help our clients tackle the product lifecycle, compliance, and data usage challenges.

Download an Overview of The Pharmaceutical Industry: A Transformational Model for Growth Using a Customer-Centric Approach

Learn more about Peppers & Rogers Group primary research: Can Pharma Be Trusted?

Real Estate

When you approach real estate development and management with a customer-centric approach, you get a lot smarter about finding the right locations, making the right investments, and managing properties to their highest return. Peppers & Rogers Group works with clients to help them understand where to invest and build around the globe.

Retail

It is a multi-channel world and products are a commodity. The customer experience differentiates the brand, but the retailer is losing control of the experience. To lock in loyalty and build deeper engagement, savvy retailers need to leverage customer insight and put it to work. Peppers & Rogers Group's team of consultants have years of experience building multi-channel programs that drive results.

Read the Research Study: Getting It Right in Retail
Read the White Paper: From Interaction to Profit

Telecommunications, Internet, Media
and Entertainment (TIME)

understanding the telecommunications industry

Convergence. The mobile Internet. Rich media. Video. Today's telecommunications companies are no longer responsible for a single form of communication. Peppers & Rogers Group combines sector, technology, and customer knowledge to help clients navigate this new frontier.

Read the White Paper: Transforming Dealer Networks

Tourism and Travel

understanding the Tourism and Travel industry

Advances in transportation and communication have created a world with fewer boundaries. In this connected society, opportunities for tourism and travel abound. Customer focus plays a central role in the hotel and travel business, allowing companies to leverage data to build deep, engaged relationships with customers all around the globe. Peppers & Rogers Group has extensive experience building loyalty programs in the airline and hospitality industry.

Transportation and Logistics

In our 24/7/365 world we are "always on." "Always on" means "always working," which requires a supply chain system that is versatile, flexible and effective. Peppers & Rogers Group consultants have extensive experience designing and implementing transportation and logistics programs to help clients control costs while exceeding customer needs and expectations.

Case in Point

Client: Emirates Transport

Industry: Transportation and Logistics

Capability Corporate Strategy

Challenge: Due to challenges in its core market, Emirates Transport recognized the need to realign its strategy based on market opportunities and customer needs. The goal: increase customer satisfaction and improve bottom-line results through an operational excellence program, a revenue growth strategy, and diversification.

Work: Peppers & Rogers Group conducted a comprehensive internal and external diagnostic, evaluated the existing value proposition, developed the 5-year destination vision and created the strategic, organizational and business processes roadmap. This work was supplemented by a comprehensive needs assessment of all the company's stakeholders. Peppers & Rogers Group also dived into core business processes to identify quick wins and longer-term improvement opportunities.

Result: Peppers & Rogers Group recommendations were quickly implemented. The recommended expansion strategy is based on a combination of "new products for existing customers," "new customers for existing products," and diversification opportunities. Successful implementation of the roadmap is projected to result in:

  • 100% increase in revenue by 2010
  • 400% increase in net profits by 2010

Download the complete case study
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