Customer Relationship Management Expert
and Best-Selling Author
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.
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 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 is the third edition of their graduate-level textbook.
Peppers’ and Rogers’ first book, The One To One Future, 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 delivers 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.
Graduating from the U.S. Air Force Academy with a B.S. in astronautical engineering (seriously!), 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.
Competing on Trust in the Post-Crisis World
Following the economic crisis, customer trust has become more than a catchphrase; it's now a business necessity. The ability to acquire robust customer insight has made trust a hot button issue. Too often, businesses use this information simply to focus on extracting more and more economic value from each customer. credit card companies make their largest short-term profits from their least sophisticated customers. Call centers employ cost-efficient touch-tone menus that infuriate customers rather than satisfy them. And retail banks generate their highest-margin fees from the errors their own customers make. But this comes with a price. Reputations circulate at Twitter speed, as more and more customers find that their most trustworthy information sources are not the companies they want to buy from, but the other customers who have already bought. This session offers insight on how to create the kind of trustworthy enterprise that builds shareholder value.
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.
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.
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.
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?