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-{{ovation.company}}Digitally Transformed Marketing And Cx
Technology is raising customer expectations, and now you’re competing with Amazon, Apple, JetBlue, and Amex. Four strategies for succeeding in the transparent future.
99% of companies that say they’re “omnichannel” aren’t. Three obstacles to overcome before joining the 1% of companies that really are.
Today’s programmatic marketing tactic is tomorrow’s smartphone app, so get ready now for an online CX featuring “chatvertising” and bot-to-bot marketing.
Surviving And Thriving In The Next Disruption
PDSD has plagued more than one business, from Kodak to Blockbuster, and from Apple to IBM. Four strategies for beating the next disruption in your own category.
How to out-do your competitors by earning your customers’ trust, and why this can insulate you from the next big disruption in your business.
Creating your own disruption is a good way to survive radical technological (or regulatory) change, and offense is always more fun than defense.
Now that what customers say about you matters more than what you tell customers about yourself, what your customers want is for you to be proactive on their behalf.
Trust platforms like Airbnb, Uber and Taskrabbit empower customers with the ability to self-organize, eliminating the middle man. Other businesses can, too. And will.
Extreme Trust
New technology drives new expectations. You need a new strategy, good for 2019 and beyond. Grow profitably and stay competitive with Extreme Trust. Four tasks to do so.
If somebody measured every company tomorrow, how would your company rank? What decisions are you making today that create or destroy trust?
Do you give refunds proactively? Host customer reviews on your website? Things to show you’re a leader in trustability, while improving business results at the same time.
Customer Metrics, Big Data, And Common-Sense Analytics
How to map the CX, improve it, profit from it. How does it help us and help our customers? Why is “customer journey mapping” exactly what’s needed now?
How to measure your success with customers. Metrics needed to drive your decisions and behaviors, eliminate landmines and build customer equity.
Providing a better CX is costly today, while value is realized tomorrow. Resolve this dilemma to the satisfaction of your CFO. How much more will customers pay if…?
Trustworthy data is (1) objective and (2) accurate. That’s half the battle. Five principles for using objective, accurate data to make more scientifically reliable business decisions.
Anticipating human biases, avoiding statistical errors, and recognizing the limits of the data you have. How to talk with your customer analysts, without equations.
Women: Smart, Savvy, And Successful
Take it from a woman who has advanced degrees, a history of professional leadership in corporate America and entrepreneurial ventures, and has raised a family while traveling on six continents. It ain’t easy, but you can do it for fun and profit.
One of the world’s most acclaimed leaders in customer experience, customer loyalty, trustability, business technologies, and building equity shares her insights from 25 years in the field with clients, companies, CEOs, and real customers.
Winning the Millennial Generation by leveraging the increasing power, influence, and authority of women in business. How to structure a truly collaborative and social business enterprise.
Digital B2B
The pinnacle of Customer Success Management is customer advocacy. How to create emotional, human bonds with customers, at scale, and leapfrog your competitors to own the category.
SaaS and other subscription-based businesses must cultivate prospects, not just hunt them. How to manage every customer relationship as a Challenger Sale.
Turn salespeople into thought leaders armed with social ninja skills. Learn how to sell based on triggers, insights, and referr
“Culture Eats Strategy For Breakfast”
The key isn’t technology or data or policy. All these things are table stakes. The key lies in the culture of your employees. How to improve and maintain your corporate culture.
When a customer problem comes in, you want your employees to swarm the problem and solve it, without top-down direction. Here’s how to make that happen.
Human to the Max
Today’s consumers have digital super powers undreamed of even a decade ago, but affection, trust, and genuine loyalty can’t be automated, and will never be outdated.
Customer satisfaction doesn’t generate loyalty, but dissatisfaction creates disloyalty. Design your customer experience to be frictionless first, then emotionally engaging.
Success, more than satisfaction, drives the business customer. But a successful customer success effort will include genuine, human connections, based on emotion and trust.
Customer Loyalty
Today’s consumers have digital super powers undreamed of even a decade ago, but affection, trust, and genuine loyalty can’t be automated, and will never be outdated.
Customer satisfaction doesn’t generate loyalty, but dissatisfaction creates disloyalty. Design your customer experience to be frictionless first, then emotionally engaging.
Success, more than satisfaction, drives the business customer. But a successful customer success effort will include genuine, human connections, based on emotion and trust.
The Future Of Cx In Your Industry
Retail
Healthcare
Banking and Insurance
Communications
Travel and Hospitality
Automotive
B2B
Dr. Martha Rogers is an acclaimed author, keynote speaker and co-founder of CX Speakers. Considered one of the top most influential customer experience leaders, Rogers’ counsel and insight are sought by Fortune 500 and Blue Chip executives who are trying to crack the code on customer measurement and value, trust, innovation, and the effect of emerging technologies. Her “out-of-the-box” thinking makes her popular among all verticals and industries who are eager to learn more about customer-centric concepts and methodologies.
Rogers has produced nine international best-sellers with business partner, Don Peppers, that collectively sold well over a million copies in 18 languages. Their latest book, Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits, (Penguin, 2016) uses real world examples to show how rising customer expectations in a more transparent age have permanently altered the competitive landscape. And Managing Customer Experience and Relationships (Wiley, 2017) is the third edition of their graduate-level textbook, originally published in 2003.
Rogers has also been widely published in academic and trade journals, including Harvard Business Review, Journal of Advertising Research, Journal of Public Policy and Marketing, and Journal of Applied Psychology.
Peppers’ and Rogers’ first book, The One To One Future, (Doubleday, 1993) was a ground-breaking hypothesis which activated the CRM movement in the late 1990’s. Inc. Magazine’s editor-in-chief called it “one of the two or three most important business books ever written,” while Tom Peters named it “book of the year” and BusinessWeek said it was the “bible of the new marketing.” After the success of The One to One Future, the Peppers & Rogers Group was formed and grew to be one of the world’s leading customer-centric management consulting firms, helping clients understand the value of treating their customers better. Now, Martha and Don have once again joined forces to form CX Speakers, a company designed exclusively to deliver keynote presentations, workshops, and thought-leadership consulting. CX Speakers focuses on the customer experience and all its related topics, ranging from digital technologies and innovation to customer metrics, social selling, trust, and corporate culture.
Rogers is also the founder of Trustability Metrix, designed to help companies understand how they are trusted by customers, employees and business peers. Before receiving her Ph.D. at the University of Tennessee as a Bickel fellow and working her way to full professorship, Dr. Rogers was a copywriter and advertising executive. In academia, she has served as an adjunct professor at the Fuqua School of Business at Duke University, where she co-directed the Teradata Center for Customer Strategy. At Peppers & Rogers Group, she led several large subscription-based research studies focusing on particular aspects of CRM, including direct-to-consumer selling.