Companies Take a Hard Look at the DNA Required to Build a Customer-Centric Business

  Companies Take a Hard Look at the DNA Required to Build a Customer-Centric

   Peppers & Rogers Group Fall 2012 Customer Strategist Available; See How
        Leading Companies Are Building Centricity from the Inside Out

Business Wire

STAMFORD, Conn. -- November 12, 2012

It's what's on the inside that counts.That sage advice doesn’t just apply to
inter-personal relationships, it is something that must be adopted by
companies that want an environment where the customer is naturally considered
a priority throughout the business. It's more than just culture, and it's more
than a directive – it’s customer-centric DNA. Either you have it, or you

Creating a customer-centric company starts at the top with executive
leadership and becomes part of a company’s DNA. It takes a corporate
commitment at all levels of the company to be truly customer centric.

“A business might spend countless resources on marketing and branding to
convey a certain image, but it's what goes on behind the curtain, when no
one's looking, that will really impact relationships and a brand's true
reputation,” said Elizabeth Glagowski, executive editor, Strategy, Peppers &
Rogers Group. “We believe so strongly in the concept of ‘customer-centric DNA’
that we focused an entire issue of our journal on the topic.”

Peppers & Rogers Group has published its latest thinking on the subject in its
quarterly executive journal, Customer Strategist. A proponent of customer
centricity as a corporate priority, Peppers & Rogers Group has dedicated the
Fall 2012 issue to this topic including trends, best practices and case

“The customer centricity journey is not an easy one because new, external
expectations are forcing companies to rethink how they do business,” said
Susan Piotrioski, managing partner of Peppers & Rogers Group. “Companies need
to look at how their businesses are organized, what processes are in place and
how to use data to learn and act. It’s what’s on the inside of a company and
the corporate culture from the most senior person on down that can really make
an impact.”

Highlights from the issue include:

Connecting Strands of DNA for Customer Growth: Companies may want to enact
customer-focused change, but success requires a holistic approach that
connects all three components of customer-centric DNA.

A CFO’s Point of View on Customer Experience: For customer centricity to take
effect, companies must tie financial performance to how well they’re
delivering on the customer experience.

Writing the Unwritten Rules of Customer-Centric DNA: True customer DNA is made
up of three critical internal building blocks upon which all customer-based
strategy and activity is built.

Nissan Drives Customers Away From Price Focus: The automaker’s focus on
exceptional customer experience helps to differentiate the company in a
heavily price-focused industry.

Other articles include a look at the missing ingredients of leveraging Big
Data into actionable insights, how healthcare companies are becoming more
customer centric, and how the terms “customer centricity” and “customer
experience” are more antonyms than synonyms.

Customer Strategist is published by Peppers & Rogers Group, the management
consulting division of TeleTech Holdings, Inc., and is available online or can
be downloaded for the iPad or Kindle.

About Peppers & Rogers Group

Peppers & Rogers Group, is a management consulting firm, recognized as the
world’s leading authority on customer-based business strategy. Founded in 1993
by Don Peppers and Martha Rogers Ph.D., the firm is dedicated to helping
companies grow the value of their business by growing the value of their
customer base. The firm is focused on driving bottom-line results from the
delivery and implementation of customer initiatives. With expertise that cuts
across vertical industries, Peppers & Rogers Group partners, consultants and
subject matter experts have a deep understanding of the most powerful value
levers that drive business results.


Peppers & Rogers Group
Marjorie Chimes, 203-989-2191
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