tag:www.peppersandrogersgroup.com,2008-11-14:/blog//2 2012-05-23T18:10:30Z More than 15 years ago, Don Peppers and Martha Rogers, Ph.D. put one-to-one business strategy on the map. Since that time, these acclaimed visionaries have been at the forefront of the “next big thing” in business. They’ve guided hundreds of Global 2000 companies to new heights using a customer-focused approach to business. Now, get their latest thoughts, ideas, perspectives – and rants – with “Strategy Speaks.” And they want to hear from you. Be part of the conversation as we search for innovative ways to grow the bottom line while making the world safe for customers. Movable Type 4.21-en StrategySpeaksAPeppersAndRogersBloghttp://feedburner.google.com tag:www.peppersandrogersgroup.com,2012:/blog//2.4985 2012-05-24T12:06:59Z 2012-05-23T18:10:30Z

Instead of "opinion spam," a likely future for customer reviews will rely on social trust.

Don Peppers http://www.1to1media.com If you're planning a trip and want to know what a hotel or resort is really like, there is no shortage of Web sites offering reviews. Some reviews are by travel critics and insiders, while others are purported to be from real customers. Problem is, a substantial number of these "real customer" reviews are, in fact, bought-and-paid-for opinions. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/05/extreme-trust-is-social.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.4983 2012-05-23T14:29:21Z 2012-05-23T19:42:56Z

There is tremendous potential waiting to be unlocked from the customers you already have.

Peppers & Rogers Group Consulting Team http://www.peppersandrogersgroup.com To satisfy the customer is the mission and the purpose of every business. - Peter Drucker As marketers, we've heard it said a thousand times in a thousand different ways: "Treat different customers differently." The virtues of this mantra have been extolled by management thought leaders ranging from Peter Drucker to Don Peppers and Martha Rogers, yet it is still a difficult concept for many firms to put into practice. There is tremendous potential waiting to be unlocked from the customers you already have. Not only is it imperative to keep customers, but also to provide as many relevant products and services based on their needs and your capabilities. To do this, you must evaluate each customer's perspective. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/05/long-haul-drucker-harnessing-t.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.4973 2012-05-16T15:39:00Z 2012-05-16T15:41:11Z

Companies can outsmart their competition by taking the lead when it comes to being proactively trustworthy.

Don Peppers http://www.1to1media.com Companies can outsmart their competition by taking the lead when it comes to being proactively trustworthy. I recently noticed a missed opportunity during an experience I had with my cable provider, Comcast. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/05/extreme-trust-in-action-comcas.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.4968 2012-05-14T20:16:18Z 2012-05-14T20:22:48Z

We are looking for examples of trustability shown by small- and medium-sized businesses. At Peppers & Rogers Group, our consulting...

Don Peppers http://www.1to1media.com We are looking for examples of trustability shown by small- and medium-sized businesses. At Peppers & Rogers Group, our consulting practice primarily centers on larger companies, but there are a wide range of smaller firms that could benefit from establishing a reputation for trustability. Here are a couple of examples from our book Extreme Trust: <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/05/looking-for-trustability-examp.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.4965 2012-05-09T15:34:34Z 2012-05-09T15:40:14Z

JetBlue is an example of a trustable company, based on how it treated me during a recent experience.

Don Peppers http://www.1to1media.com JetBlue is an example of a trustable company. The airline proactively refunds customers when it experiences long delays, in accordance with its Customer Bill of Rights. Both are examples of JetBlue's trustability. Watch the Peppers Unplugged video to learn more. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/05/extreme-trust-in-action-jetblu.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.4960 2012-05-08T13:06:00Z 2012-05-08T13:10:04Z

Trustability is a tool for generating the kind of profits that ought to be beloved by any good capitalist.

Don Peppers and Martha Rogers, Ph.D. "No one would remember the Good Samaritan if he'd only had good intentions. He had money, too." -Margaret Thatcher The clash between trustability and a company's own short-term financial interest is real. It is a serious and continuing obstacle to be overcome, and we don't want to minimize it. Urging companies simply to "do the right thing" isn't likely to change how management sees the world. The profit motive does that. But trustability is actually a tool for generating the kind of profits that ought to be beloved by any good capitalist. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/05/trustability-a-capitalist-tool.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.4946 2012-04-27T16:03:23Z 2012-05-02T18:03:17Z

Nearly every session and keynote at the recent World Health Care Congress focused on the theme that consumers, once a secondary business consideration in the industry, have shot to the forefront of healthcare business strategy.

Elizabeth Glagowski http://www.1to1media.com "The big change in the world is that patients are taking control." The remarks from TEDMED's Jay Walker at last week's World Health Care Congress captured the prevailing sentiment of the conference for medical and healthcare executives. Nearly every session and keynote focused on the theme that consumers, once a secondary business consideration in the industry, have shot to the forefront of healthcare business strategy. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/04/executives-put-customers-at-th.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.4943 2012-04-27T14:00:35Z 2012-04-28T12:05:21Z

Turkish people place a great deal of importance on trust, which is a very old and powerful concept in the country.

Simge Alpargun Relationships revolve around trust. The need to surround ourselves with people we consider trustworthy is ingrained in human nature. Whether it's determining who to share confidential information with or which email in our inbox we should open, trust is often at the back of our minds. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/04/global-view-maintaining-a-trus.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.4940 2012-04-26T12:36:46Z 2012-04-26T12:56:43Z

Our latest book is now available: Extreme Trust: Honesty as a Competitive Advantage.

Don Peppers and Martha Rogers, Ph.D. Our latest book is now available: Extreme Trust: Honesty as a Competitive Advantage. But what is "extreme trust" and what does it mean for businesses? Our argument is that in a more socially connected, transparent world -- a world of Twittter and Facebook, Wikileaks and YouTube, companies will be held accountable by customers for proactively protecting their interests, rather than simply passively refraining from cheating them or deceiving them. "Extreme trust" comes when a company is proactively trustworthy, or "trustable." <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/04/what-is-extreme-trust.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.4932 2012-04-19T19:50:20Z 2012-04-19T20:30:42Z

Mark Twain once said, "Never let formal education get in the way of your learning." I couldn't agree more, especially when it comes to customer strategy.

Jonathan Marcus http://www.peppersandrogersgroup.com Mark Twain once said, "Never let formal education get in the way of your learning." I couldn't agree more, especially when it comes to customer strategy. Look around at different campaigns out there trying to entice new customers or programs that reward existing customers. How long have they been in the market? Are they effective? Most of them, sadly, aren't. And here's why. Brace yourself people...this secret hits the proverbial nail on the head when it comes to messaging and product development: <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/04/why-playing-fast-and-loose-wit.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.4908 2012-04-16T13:19:26Z 2012-03-30T19:43:52Z

Being more trustable to customers means that companies, their managers, and their employees, must behave in a way that demonstrates empathy.

Don Peppers and Martha Rogers, Ph.D. Being more trustable to customers means that companies, their managers, and their employees, must behave in a way that demonstrates empathy. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/04/corporations-must-put-on-a-hum.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.4907 2012-04-05T13:11:51Z 2012-03-30T19:18:46Z

Even though no company can ever be certain what's in any particular customer's mind, companies today do have much more capable technologies for analyzing their customers' needs and protecting their interests.

Don Peppers and Martha Rogers, Ph.D. It's a reasonable bet that very few customers would want to pay $25 a month for AOL's dial-up ISP subscription - a subscription they don't need and never use, and that they don't really know they're paying for. And most likely no one would actually want to incur NSF (insufficient funds) charges by accident. There may be times a person would choose to incur such fees, and (who knows?) some people might simply choose to pay for dial-up service just so they can say they do, but on the whole, we don't think we're going too far out on a limb by suggesting that these are not examples of companies proactively protecting their customers' interests. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/04/how-trustable-companies-use-cu.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.4906 2012-03-30T18:20:16Z 2012-03-30T18:30:55Z

Taking advantage of customers' errors may seem profitable in the short term, but in the long term it erodes customer trust and leads to churn.

Don Peppers and Martha Rogers, Ph.D. Taking advantage of customers' errors may seem profitable in the short term, but in the long term it erodes customer trust and leads to churn. ------- <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/03/banking-on-customer-mistakes.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.4884 2012-03-14T20:30:05Z 2012-03-14T20:42:34Z

Among all the product releases and high-tech announcements at the Mobile World Congress, the real buzzword at the conference was "customer."

Ozan Bayulgen It was another banner year at the Mobile World Congress (MWC) show in Barcelona. Attendance was up 11 percent over last year to 67,000 people. The event has outgrown its venue, and will next year be held on the outskirts of the city in anticipation of continued growth. It really is impressive to be able to interact with so many players in the industry. The mood on the show floor and in the sessions was very positive and upbeat. Innovation is moving rapidly, and many people were excited to see the latest products and services from both industry stalwarts and fledgling start-ups. But among all the product releases and high-tech announcements, the real buzzword at the conference was "customer." <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/03/three-customer-trends-from-201.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p> tag:www.peppersandrogersgroup.com,2012:/blog//2.4880 2012-03-12T19:16:57Z 2012-03-12T19:24:13Z

How can mobile operators make the most of this exciting time in the telecom space? By being customer-focused and acting to meet growing customer demand.

Ozan Bayulgen In the telecom industry, convergence and integration is a challenge for mobile and fixed-line operators as customer demand grows. It's critical for companies to be consistent and keep their promises to customers. Ozan Bayulgen, partner at Peppers & Rogers Group, shares insights on how operators can make the most of this exciting time. <p> <p><a href="http://www.peppersandrogersgroup.com/blog/2012/03/customer-centricity-in-the-mob.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.peppersandrogersgroup.com/blog">www.peppersandrogersgroup.com/blog</a></p> </p>