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. www.peppersandrogersgroup.com
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