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Peppers & Rogers Group combines a global perspective, deep expertise in customer strategy and decades of experience serving top companies. Read our latest insights and thought leadership on the customer economy.
Is Yahoo's New CEO Doomed to Fail?
Customer Loyalty's Seven-Year Itch
Is Yahoo's New CEO Doomed to Fail?
It's been barely a month since Yahoo appointed a new CEO. Things have been rather quiet from Yahoo's end, but the press has been quick to criticize Yahoo's board for yet another poor choice of Chief Executive to steer the Yahoo titanic out of icy waters. Indeed, at first sight, new Yahoo CEO Scott Thompson does not strike you as an obvious digital captain to lead one of the world's largest Internet destinations.
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Posted by Andre Popov | Permalink | Comments ()
Customer Loyalty's Seven-Year Itch
In the movie Up in the Air, George Clooney's character is a consultant obsessed with loyalty programs. His goal is to reach 10 million frequent flier miles and have a plane named after him. But what companies can actually take their loyalty programs that far? How far can you go to keep loyal customers interested and reaching for more?
Many companies offer loyalty programs, designed to reward the most loyal customers and make sure they build share of wallet. They have a progression path, tiers to be reached, and higher and higher privileges that members aspire to achieve. So what happens when a customer reaches the top of the pyramid? How do you keep the spark of the initial relationship going strong?
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Posted by Benjamin Filaferro | Permalink | Comments ()
New York Customer Experience Stars
Walt Disney is noted for saying that he wanted to create an experience that customers enjoy so much they come back, and they tell their friends. As part of Peppers & Rogers Group's Social Media Week last week, 1to1 Media Editorial Director Ginger Conlon and I spoke to several business leaders in New York whose firms were cited by 1to1 readers as having a unique or outstanding customer experience.
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Posted by Martha Rogers | Permalink | Comments ()