Many companies today are still trying to scale relationships with their
customers – by minimizing actual human contact, scripting human
interactions and treating customers according to antiquated stereotypes
and profiles. In reality, brands should be “treating customers like the
gods by whose grace every company exists.” Those words, chosen by Doc
Searls, author of The Intention Economy: When Customers Take Charge,
may seem a bit excessive, but they are as true as they are shocking to
hear. Customers are the gods of any brand, they can give it life or
banish it into obscurity – in order to thrive, it is important for a
brand to be psychic, so it can anticipate the will of the gods and avoid
their wrath.
For more than 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, now the customer strategy division
of TeleTech, publishes its latest thinking in the executive journal, Customer
Strategist (http://www.peppersandrogersgroup.com),
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 innovating the customer experience can
differentiate companies from their competitors.
“We now have technology that can give us psychic powers,” says Elizabeth
Glagowski, Editor-in-Chief of Customer Strategist. “It is
necessary that companies harness this new power and use it to the
benefit of their customers and in turn, themselves. If they don’t, their
competitors will and they’ll be out of business.”
Here are some examples of the content in this quarter’s Customer
Strategist that will enlighten the path to a customer-centric
organization:
The
Psychic (and not so psychic) Powers of Brands Brands are missing the
opportunity to strengthen customer relationships by only skimming the
surface of what they know about customers.
Can
a Brand Be Psychic? A psychic brand is one that senses all of the
physical and digital signals customers are sending out.
Personal
Clouds Are Rolling In Technologist Doc Searls describes how cloud
computing is expanding to give customers control over their
relationships with business.
What’s
Inside the Mind of the Customer? Savvy organizations turn to
neuroscience to tap into the emotional factors of consumer
decision-making.
Other articles include a look at Putting
Psychic Brands in Capable Hands to
ensure full integration and best results, how Hyundai
Makes Smart Cars Smarter, how Mobile
Data Dominates Wireless Strategy, how Algorithms
Empower Consumers and much more.
About Peppers & Rogers Group
Peppers & Rogers Group is a leading management consulting firm,
dedicated to helping its clients improve business performance by
acquiring, retaining, and growing profitable customers. We help clients
achieve these goals by building the right relationships with the right
customers in the right channels to maximize customer relationship and
financial performance.
About TeleTech
Peppers & Rogers Group is a division of TeleTech Holdings Inc. (NASDAQ:
TTEC). For 30 years, TeleTech and its subsidiaries have helped the
world’s most successful companies design, enable, manage and grow
customer value through the delivery of superior customer experiences
across the customer lifecycle. As the go-to partner for the Global 1000,
the TeleTech group of companies delivers technology-enabled solutions
that maximize revenue, transform customer experiences and optimize
business processes. From strategic consulting to operational execution,
our more than 39,000 employees drive success for clients in the
communications and media, financial services, government, healthcare,
technology, transportation and retail industries. Through the TeleTech
Community Foundation, the company leverages its innovative leadership to
ensure that students in underserved communities around the globe have
access to the tools and support they need to maximize their educational
outcomes. For additional information, please visit http://www.teletech.com.
Copyright Business Wire 2013