Don Peppers

Customer Relationship Management Expert

Co-developer of the "One to One" Philosophy

Don Peppers
English

Don Peppers is a best-selling author, blogger, widely-acclaimed keynote speaker and global CX authority.

A marketing futurist and accomplished trend spotter, Peppers has educated and motivated audiences worldwide with presentations and workshops focused on how businesses can compete in a dynamic, technologically fast-moving world. His latest book Customer Experience: What, How and Why Now (2016), provides insights and “how to” recommendations for building and maintaining a truly customer-centric business.

Don Peppers has written nine books with business partner Martha Rogers, collectively selling well over a million copies in 18 languages. Most recently 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.

Peppers’ and Rogers’ first book, The One To One Future (Doubleday, 1993), put forward a paradigm-shifting idea about the business implications of interactivity that soon evolved into the global CRM movement. BusinessWeek said their book was the “bible of the new marketing,” while Tom Peters chose it as “book of the year” and Inc. Magazine’s editor-in-chief called it “one of the two or three most important business books ever written.”

On the strength of the revolutionary ideas cited in The One to One Future, the Peppers & Rogers Group soon grew into one of the world’s leading customer-centric management consulting firms, helping clients in a variety of industries and geographies make money by using data and interactivity to deliver more reliable and relevant customer experiences.

Now, Don and Martha have once again joined forces to form CX Speakers, designed to deliver keynote presentations, workshops, and thought-leadership consulting focused exclusively on the customer experience and its related topics, which range from digital technologies, disruption, and innovation to customer metrics, social selling, customer success, customer advocacy, trust, and corporate culture.

Prior to founding Peppers & Rogers Group and then CX Speakers, Don served as the CEO of Chiat/Day’s direct marketing unit and was a celebrated ad agency “rainmaker” – exploits he celebrates in his entertaining book Life’s a Pitch: Then You Buy (Doubleday, 1995).

Graduating from the U.S. Air Force Academy with a B.S. in astronautical engineering, Don claims he was the only actual rocket scientist in the advertising industry. He also has a Master’s in Public Affairs from Princeton University’s Woodrow Wilson School.

DIGITALLY TRANSFORMED MARKETING AND CX.

Business Competition, Future Tense
Technology is raising customer expectations, and now you’re competing with Amazon, Apple, JetBlue, and Amex. Four strategies for succeeding in the transparent future.

The Omnichannel Myth
99% of companies that say they’re “omnichannel” aren’t. Three obstacles to overcome before joining the 1% of companies that really are.

After e-Commerce: Immersive Commerce
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.

Four Ways to Avoid “Post-Disruption Stress Disorder”
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.

Customer Trust as a Disruptive Innovation
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.

Digital Disruption for Fun and Profit
Creating your own disruption is a good way to survive radical technological (or regulatory) change, and offense is always more fun than defense.

Proactive Customer Strategy: The Smart Response to Transparency
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.

Uber-izing your business
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.

Proactive Trustworthiness is the New Black
New technology drives new expectations. You need a new strategy, good for 2017 and beyond. Grow profitably and stay competitive with Extreme Trust. Four tasks to do so.

Do Your Customers Trust You? Should They? And Do You Trust Them?
If somebody measured every company tomorrow, how would your company rank? What decisions are you making today that create or destroy trust?

What Would a Trustable [insert your company’s name] Look Like?
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.

What is the Value of a Better Customer Experience?
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?

The Customer Dashboard
How to measure your success with customers. Metrics needed to drive your decisions and behaviors, eliminate landmines and build customer equity.

Customer Metrics You Can Bank On
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…?

You Can Lead a Man to Data, But You Can’t Make Him Think
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.

How to Make Data-Driven Decisions Without a Statistics Degree
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.

Balancing Work, Life, and Getting Where You Deserve to Be
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.

Leading While Female
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.

You Go Girl!
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.

THE FUTURE OF CX IN YOUR INDUSTRY.

Preparing for the Next Great CX Innovations and Challenges In:

Retail
Healthcare
Banking and Insurance
Communications
Travel and Hospitality
Automotive
B2B

DIGITAL B2B

Customer Advocacy: Recruiting Your Best Customers to the Sales Team
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

Customer Success: Competing for Sales in the Cloud
SaaS and other subscription-based businesses must cultivate prospects, not just hunt them. How to manage every customer relationship as a Challenger Sale.

Social Selling: Arm Your Salespeople
Turn salespeople into thought leaders armed with social ninja skills. Learn how to sell based on triggers, insights, and referrals.

HUMAN TO THE MAX.

Empowered Consumers? Or Digitally Augmented Humans?
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.

Digital Connections, Emotional Engagement
Customer satisfaction doesn’t generate loyalty, but dissatisfaction creates disloyalty. Design your customer experience to be frictionless first, then emotionally engaging.

Delivering Humanity to B2B Customers
Success, more than satisfaction, drives the business customer. But a successful customer success effort will include genuine, human connections, based on emotion and trust.

“CULTURE EATS STRATEGY FOR BREAKFAST”.

Managing a Successful Customer-Centric Transformation
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.

Self-Organizing Your Way to Competitive Success
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.

CUSTOMER LOYALTY.

Customer Loyalty: What, How, and Why
What it means to “loyalize” your customers, how to do so, why it’s worth the money, and three important obstacles that must be overcome.

Using Customer Loyalty to Make Better Short-Term Decisions
The customer’s memory is the most reliable link between the short-term financial effects of current decisions and the long-term shareholder value they might create.

Are you Loyal TO Your Customers?
Implement CRM processes to make customers more loyal and you’ll almost certainly fail. But do it to improve their lives, and you’ll almost certainly make them more loyal.

CUSTOMER EXPERIENCE: WHAT, HOW AND WHY NOW.

Technology is empowering customers. It is making them more knowledgeable, more connected – and more discerning – than ever before. But, there’s a twist: While it’s true that customers love the convenience that technology provides, they still crave that empathetic, human connection with their favorite brands.

On the other side of the table, business leaders are struggling to anticipate and defend against the disruption that technology – and customers themselves – are creating. Those who are able to find the right balance between automation and human-to-human interaction will be a step ahead.

CUSTOMER EXPERIENCE: WHAT, HOW AND WHY NOW.

EXTREME TRUST

How companies can stay competitive in a world of total transparency.

With their first book, 1993's The One-to-One Future, Don Peppers and Martha Rogers introduced the idea of managing interactive customer relationships, long before the Web and social networking made it standard business practice. With Extreme Trust, they look to the future once again, predicting that rising levels of transparency will require companies to protect the interests of their customers and employees proactively, even when it sometimes costs money in the short term.

The importance of this "trustability" will transform every industry. Retail banks won't be able to rely as much on overdraft charges. Consumers will expect retailers to remind them when they have unused balances on gift cards. Credit card companies will coach customers to avoid excessive borrowing. Cell phone providers will help customers find appropriate calling plans for their usage patterns.

Success won't come from top-down rules and processes, but from bottom-up solutions on the part of employees and customers themselves. And the most successful businesses will earn and keep the extreme trust of everyone they interact with.

EXTREME TRUST

MANAGING CUSTOMERS RELATIONSHIPS

"Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a must-have for educators of customer relationship management and anyone who considers customer-centric marketing the cornerstone of sound corporate strategy."
—Dr. Charlotte Mason, Department Head, Director, and Professor, Department of Marketing and Distribution, Terry College of Business, University of Georgia

MANAGING CUSTOMERS RELATIONSHIPS

RETURN ON CUSTOMERS

Internationally acclaimed business gurus and best-selling authors Don Peppers and Martha Rogers kicked off the CRM revolution and changed the landscape of business competition with their classic bestseller, The One to One Future. Now, in Return on Customer, they have written an even more revolutionary book, redefining the very concept of what it means to be “profitable” as a business.

Virtually every manager agrees that a company’s most vital asset is its customer base – the lifetime values of all its current and future customers. Yet when companies track their financial results, they rarely take into account any change in the value of this critical asset. As a result, managers remain blind to one of the most significant factors driving genuine, lasting business success, and instead become preoccupied with achieving short-term financial goals.

Return on Customer is the first book to focus on how firms create value, not just by driving current profits, but by preserving and increasing customer lifetime value. In a powerful blend of theory and practice, Peppers and Rogers demonstrate how to create shareholder value more efficiently by concentrating on Return on CustomerSM, a revolutionary business metric focused on a company’s scarcest resource – customers. By paying close attention to Return on Customer, companies can improve their profits while still conserving and replenishing long-term enterprise value.

Relying on their years of experience working with many of the world’s leading companies, Peppers and Rogers take readers far beyond marketing, sales, and service. Return on Customer will revolutionize how companies think about their basic competitive strategy, product development efforts, and even the issue of business ethics and corporate governance.

RETURN ON CUSTOMERS

RULES TO BREAK AND LAWS TO FOLLOW

"A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, Rules to Break and Laws to Follow persuasively shows the connection between customer trust and business profits, and then explains how to make it happen. As a bonus, you'll learn how to make your company more innovative, how to ensure your employees actually enjoy what they're doing, and how to deal with the kinds of service and quality breakdowns that occasionally plague any company, even a well-managed one. This book should be on your required reading list."
—Stephen M. R. Covey, bestselling author of The Speed of Trust: The One Thing That Changes Everything

RULES TO BREAK AND LAWS TO FOLLOW