STAMFORD, Conn.--(EON: Enhanced Online News)--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.
“treating customers like the gods by whose grace every company exists.”
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.
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.