Abracadabra: Data Drives Innovation Magic for Customer Experience
Latest issue of Peppers & Rogers Group Customer Strategist Journal Focuses on
How Companies Use Data to Find New Ways to Innovate and Impress Their
Customers in Every Interaction
STAMFORD, Conn. -- March 21, 2013
Obsolescence doesn’t just threaten products; certain experiences have
disappeared from customers’ lives with little or no fanfare. For example: who
still stands in line at the bank to cash their paycheck? Who answers help
wanted ads in printed classifieds? Today’s innovative companies are not just
improving their product offerings, they are extending innovation to the
service, experience, communications, and overall customer strategy in order to
boost the bottom line and attract and retain customers.
For almost 20 years, Peppers & Rogers Group has been helping clients ‘wow’
their customers through innovative and actionable strategies that transform
their businesses by improving and exceeding the expectations of their
customers in every interaction.
Each quarter Peppers & Rogers Group publishes its latest thinking in its
executive journal, Customer Strategist, where consultants and analysts bring
their thought leadership to a wider audience. The firm’s global work with
leading companies in telecommunications, financial services, healthcare,
retail and government sectors, is the basis for the articles in this issue.
These articles look at how clients are differentiating their companies by
innovating the customer experience.
“The beauty of true innovation is that there are always new possibilities,”
says Elizabeth Glagowski, Editor-in-Chief of Customer Strategist. “There is
always a new way of doing something, a new product on the horizon, or a new
way to think about things. Customer focus adds an extra dimension to enable
innovation around the experiences people have with the companies they do
business with. And, those possibilities exist at any company that is committed
to look for them.”
A Lesson from Google on Marketing Innovation Google Vice President of Sales
and Service Jim Lecinski spends much of his time exploring innovation within
the realm of marketing. As he sees it, the ultimate goal of marketing is
steadfast—gather insights about customers and the market, then act based on
those insights in a way that drives ideal consumer behavior. Innovation lies
in how that idea is put into practice.
Microsoft Looks to the Cloud to Build Customer Relationships Microsoft is
innovating once again. The software giant is beginning a transformation from a
product-led culture to one designed around service.
Getting Behind the Wheel of Innovation Ford CTO Paul Mascarenas talks about
how Ford listens to customers to determine their needs and get new ideas, how
the organization puts the power of choice in the hands of customers, and how
the company invests in research to remain innovative.
Other articles include a look at how companies can leverage new technology to
innovate learning, how the art of the customer experience needs a foundation
of science to back it up, and how banks can use social media to build
innovative customer interactions everywhere. Customer Strategist is published
by Peppers & Rogers Group and is available online, and can be downloaded for
iPad and Kindle.
About Peppers & Rogers Group
Peppers & Rogers Group, management consulting division of TeleTech Holdings,
Inc. (NASDAQ: TTEC), is a leading management consulting firm, dedicated to
helping its clients improve business performance by acquiring, retaining and
growing profitable customers. We solve business problems of our clients by
delivering a superior 1to1 Strategy and removing the operational and
organizational barriers that stand in the way of profitable customer
Peppers & Rogers Group
Marjorie Chimes, 203-989-2190
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