SAS Institute GmbH
Maximizing competitiveness begins with the awareness that the experience that a customer has with your company solidly trumps the impact of any marketing message or advertising campaign. Customers feel first, think second—and interactions with a company strongly influence their heart and produce a longer lasting impact than communications directed toward their heads.
Because the repercussions multiplicatively extend beyond a single individual to a large circle of friends and acquaintances by way of social media and networking, getting the customer experience right is now of paramount importance. For these reasons, Peppers & Rogers Group partnered with SAS and Jubelirer Research to undertake the first in a global series of empirical investigations.