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Understanding customer expectations

What's the best way to turn potential customers into actual customers? Consultant Martha Rogers gives advice on building customer loyalty and using social media and social CRM.

Creating Customer Value , Understanding customer expectations, November/December 2009.

What's the best way to turn potential customers into actual customers? How can you learn about customer expectations, especially in a shaky economy? In this installment of the Creating Customer Value podcast series, expert Martha Rogers gives advice on how to retain customers, how to build brand image and customer loyalty, and using social media and CRM effectively.

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Understanding customer expectations

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Martha RogersMartha Rogers

Named one of the nineteen most important business gurus of the past century by Business 2.0 Magazine, Martha Rogers, Ph.D., is a founding partner of Peppers & Rogers Group. Martha has been recognized for the past decade as one of the world's leading experts on customer-based business strategies and growing customer value.


This was last published in November 2009

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