Abracadabra: Data Drives Innovation Magic for Customer Experience

Latest issue of Peppers & Rogers Group Customer Strategist Journal Focuses on How Companies Use Data to Find New Ways to Innovate and Impress Their Customers in Every Interaction

STAMFORD, Conn.–(BUSINESS WIRE)– 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 …read more
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