This Day On The Street
Continue to site right-arrow
This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here
Stocks Under $10 with 50-100% upside potential - 14 days FREE!

Abracadabra: Data Drives Innovation Magic For Customer Experience

Stocks in this article: TTEC

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 relationships.

Copyright Business Wire 2010

Select the service that is right for you!

Action Alerts PLUS
Try it NOW

Jim Cramer and Stephanie Link actively manage a real portfolio and reveal their money management tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
  • Weekly roundups
TheStreet Quant Ratings
Try it NOW
Only $49.95/yr

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
  • Upgrade/downgrade alerts
Stocks Under $10
Try it NOW

David Peltier, uncovers low dollar stocks with extraordinary upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
  • Weekly roundups
Dividend Stock Advisor
Try it NOW

Jim Cramer's protege, David Peltier, identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.

Product Features:
  • Diversified model portfolio of dividend stocks
  • Alerts when market news affect the portfolio
  • Bi-weekly updates with exact steps to take - BUY, HOLD, SELL
Real Money Pro
Try it NOW

All of Real Money, plus 15 more of Wall Street's sharpest minds delivering actionable trading ideas, a comprehensive look at the market, and fundamental and technical analysis.

Product Features:
  • Real Money + Doug Kass Plus 15 more Wall Street Pros
  • Intraday commentary & news
  • Ultra-actionable trading ideas
Options Profits
Try it NOW

Our options trading pros provide daily market commentary and over 100 monthly option trading ideas and strategies to help you become a well-seasoned trader.

Product Features:
  • 100+ monthly options trading ideas
  • Actionable options commentary & news
  • Real-time trading community
  • Options TV
To begin commenting right away, you can log in below using your Disqus, Facebook, Twitter, OpenID or Yahoo login credentials. Alternatively, you can post a comment as a "guest" just by entering an email address. Your use of the commenting tool is subject to multiple terms of service/use and privacy policies - see here for more details.
Submit an article to us!


DOW 17,804.80 +26.65 0.15%
S&P 500 2,070.65 +9.42 0.46%
NASDAQ 4,765.38 +16.9840 0.36%

Brokerage Partners

Rates from

  • Mortgage
  • Credit Cards
  • Auto

Free Newsletters from TheStreet

My Subscriptions:

After the Bell

Before the Bell

Booyah! Newsletter

Midday Bell

TheStreet Top 10 Stories

Winners & Losers

Register for Newsletters
Top Rated Stocks Top Rated Funds Top Rated ETFs