Customer Experience Approach from Peppers & Rogers Group

Peppers & Rogers Group: Pioneers in customer strategyPeppers & Rogers Group combines a global perspective with deep expertise in customer strategy andbroad experience serving premier companies in global industries and markets Perspective Expertise Experience Headquartered in the U.S. Founders recognized Serving the market with offices on five among the world’s top leaders in major industries continents 20 business thinkers all over the worldCOPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 2

Our founders Don Peppers and Martha Rogers, Ph.D. have been thought leaders in the business world for nearly 20 years, having published 8 business bestsellers since 1993, including The One to One Future, the bible of relationship marketing. 1. The One to One Future 2. Enterprise One to One 3. One to One Fieldbook 4. One to One Manager 5. One to One B2B 6. Managing Customer Relationships 7. Return on Customer 8. Rules to Break & Laws to Follow 1993 2008 2011COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 3

A fundamental truth“Businesses succeed by getting, keeping and growing customers. Customers are the only reason you build factories, hire employees or engage in any kind of business activity. Without customers, you don’t have a business, you have a hobby.” - Don Peppers & Martha Rogers, Ph.D. COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 4

Our business is to generate value for our clients … We help clients create more valuable businesses by building the value of their customer base We help clients  Define their customer-based strategies  Build their customer-centric capabilities  Deliver their customer-focused programs  Measure their customer-driven impactCOPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 5

… by helping them compete along a new dimension Maximizing the value created Customer by each customer Needs Satisfied Share of customer Customer Centricity Maximizing the value created by each product Product Centricity Customers ReachedCOPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 6

It starts with a core belief that all customers are different and needto be treated differently Customer Insight Customer Experience Identify Differentiate Interact Customize Customers as unique By value, behavior More cost - Some aspect of the addressable & needs efficiently and company’s behavior individuals effectively – offerings, communicationsCOPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 7

And organizing around that philosophy by putting the customer in the centerof the enterprise strategy Align the Organization Implement Enabling Systems Design the Customer Experience Understand CustomersCOPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 8

Peppers & Rogers Group enables the foundational elements of a customer-centric enterpriseThese elements serve as guide to developing customer-centric capabilities and as a lens through whichto evaluate progress during this transformation Strategy Execution Impact Organization (incl. Business structure, culture, incentives) Measurement Processes (incl. identify, differentiate, interact, customize) Information (incl. data, insight, Monitoring Customer knowledge, action) Technology (incl. tools, Management integration, utilization)COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 9

Our broad range of services delivers impactPeppers & Rogers Group Consulting follows a consistent framework for every engagement. Solutions arecustomized, and clients can enter – and exit – the process at any stage INSIGHT STRATEGY BUSINESS CAPABILITY INSIGHT DEPLOYMENT DESIGN BUILDING► Data Strategy ► Customer-Centricity ► Customer Experience ► Organizational ► Program Assessment and Management Design and Management Office► Customer Roadmap Restructuring (PMO) Segmentation (needs, ► Sales and Service Development behavior, value, Model ► Operational ► Communication lifestyle, lifecycle) ► BusinessPlan Excellence Planning and ► Contact Center Development Coordination► Customer Behavior Strategy and Design ► Customer-Centric Prediction ► Business Case and Process Design ► Business and Cultural ► Channel Feasibility Studies Change► Customer Lifetime Management Strategy ► Business Management Value Analysis ► Social Media Strategy and Design Requirements and Resource Gathering ► Deployment► Retention Analysis and ► Distribution Network Planning Management and Churn Prevention Design ► Cost Optimization Support Strategies ► SalesForce Design ► RFPDevelopment► Campaign Analytics and Development and Technology Selection► Segment Investment ► Campaign Planning Management and ► Performance Momentum Program Management Design ► Customer-Centric ► LoyaltyProgram Metrics Definition Strategy and DesignCOPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 10

Peppers & Rogers Group has worked with many of the world’sleading brands Financial Retail & Travel & Healthcare Telecom Services Distribution Transport Nike.comCOPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 11

Peppers & Rogers Group Corporate Headquarters 1111 Summer St Stamford, CT United States of America Voice (203) 989-2200 www.peppersandrogersgroup.com Global Locations: Australia Belgium Brazil Germany Kuwait Saudi Arabia South Africa Turkey United Arab Emirates COPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. The information contained in this document, much of which is confidential to Peppers & Rogers Group, is for the sole use of the intended recipients. No part of this document may be reproduced in any form or by any means, electronic, The global leaders in mechanical, photocopying, recording, or otherwise, without the prior written customer-centric permission of Peppers & Rogers Group. management consultingCOPYRIGHT © 2011. ALL RIGHTS PROTECTED AND RESERVED. 12

Customer Experience Approach from Peppers & Rogers Group

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