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Don Peppers          

Marketing & Sales Futurist, Customer Experience Thought Leader, Best-Selling Author

Recognized as one of the world’s leading authorities on customer-focused business strategies, Don Peppers is an acclaimed author, speaker and co-founder of the management consultant firm, Peppers & Rogers Group. His new company, CX Speakers, delivers workshops, keynote presentations and thought leadership consulting focused on customer experience topics.

Don Peppers’ work routinely examines the business issues that today’s global enterprises are grappling with while trying to maintain a competitive edge in their marketplace. He focuses 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.

With business partner Dr. Martha Rogers, Peppers has produced a legacy of international best-sellers that collectively sold well over a million copies in 18 languages. Their first book, The One to One Future (Doubleday, 1993), was called by Inc. Magazine’s editor-in-chief “one of the two or three most important business books ever written,” while Business Week said it was the “bible of the customer strategy revolution.” As a testament to this, Don Peppers and Martha Rogers were inducted into the Direct Marketing Association Hall of Fame in 2013.

In 2016, Peppers released a solo effort, Customer Experience: What, How and Why Now, a collection of bite-sized essays offering insights and “how to” recommendations on building and maintaining a customer-centric business. In 2021, Wiley Publishers will release the fourth edition of Peppers’ and Rogers’ graduate school textbook, Managing Customer Experience and Relationships: A Strategic Perspective, originally published in 2003.

With over 328,000 followers for his regular postings of original content on LinkedIn, Don has been listed numerous times on LinkedIn as one of the Top 10 Marketing Influencers. In 2015, Satmetrix listed Don and Martha Rogers #1 on their list of the Top 25 most influential customer experience leaders. The Times of London included Don on its list of the “Top 50 Business Brains,” and Accenture’s Institute for Strategic Change listed Don as one of the 50 “most important living business thinkers” in the world.

Prior to founding CX Speakers and Peppers & Rogers Group, Don served as the CEO of a top-20 direct marketing agency (Perkins/Butler Direct Marketing, a division of Chiat/Day), and his 1995 book, Life’s a Pitch: Then You Buy (1995), chronicles his exploits as a celebrated business rainmaker in the advertising industry. Before his career on Madison Avenue he worked as an economist in the oil industry and as the director of accounting for a regional airline. He holds a B.S. in astronautical engineering from the U.S. Air Force Academy and a Master’s in Public Affairs from Princeton University’s Woodrow Wilson School. Don is currently an adjunct professor at Menlo College in California. He has been an advisor to PayActiv since 2016.

Speech Topics


Customer Metrics, Big Data and Common Sense Analytics

five presentations are available on gathering, measuring, understanding and using data for success.

Human to the Max

Under this headline, we offer several presentations around using social media and technology to reach your consumers with the understanding that the human touch will always be needed.

CRM: Building Customer Loyalty and ROI in a Changing Economy

Building Customer Relationships

Rules to Break & Laws to Follow: Wrongheaded Thinking in the Past Century

One to One: CRM and the Future of Business

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Return on Customer

Relationship Strength and Loyalty

  • The Three Rs of Loyalty: Relationship, Reward, Recognition

  • At What Price Loyalty? The Six Myths of Customer Loyalty

  • Loyalty IS the New Black: Best Practices and the Value of Relationship Strength

Any of the above themes can be tailored to specific vertical sectors (e.g. CPG/Retail, Education or Development, Financial Services, Public Sector, Pharma/Life Sciences, Travel/Transportation, Telecommunications, etc.) by the use of selected case studies and best practice examples

Metrics for the Long-term

  • Long-Term Leadership in a Short-Term World

  • Return on Customer: Breaking the Rules to Maximize Enterprise Value

  • Have You Looked at Your Data Lately? You Can Get More for Less

  • Customers Are Like Little Financial Assets, with Collective Memory

Looking Forward

  • Herding Cats: Social Networks and How to Leverage Them

  • Tweet, Google, Bing, POP--Ride the Bubble, Avoid the Drop

  • Merging with Our Machines: PMT, WOM and Society

  • The 1to1 Future: Are We There Yet?

Leadership in the New Economic World Order

  • Competing for Trust: Post Crisis Strategies for a Twitter Economy

  • Leadership in Times of Challenge and Opportunity

  • You Can't Outrun a Bear Market, But You Can be Ready for the Recovery

  • Radical Times Require Radical Action: Leaders Needed, Inquire Within

Innovation

  • Bits, Bytes and Bucks: Monetizing New Technology and Relationships

  • She Blinded Me with Science: Tomorrow Comes Faster Than It Used To

  • Excellence or Innovation? Pick One

  • Innovation & Advantage: Driving Creativity for Competitive Stance

  • The Wisdom of Dissent: Innovative Decisions Require Diverse Points of View

Extreme Trust

  • Becoming Customers Most Trusted Advisors

  • Integrate the “Customer Experience” Directly into Marketing Strategies

  • What Can You Do To Blaze Your Own Trail?

Ethics and Trust as KPI's for Success

  • Violate Your Customers' Trust, and Kiss Your Asset Good-Bye

  • Have I Ever Lied to You? Ethics as the Basis for Business Strategy

  • Cultivating Trust isn't Expensive--It's Essential!

  • Integrity Isn't Elastic: Ethics and Trust Can Never be Part-Time Values

Enterprise Engagement--Enabling Your Brand Ambassadors

  • The Compelling Economics of Enterprise Engagement

  • You Can Lead a Force to Water, But You Can't Make them Think

  • Is Your Corporate Culture an Advantage or an Albatross?

  • The Company You Keep: Employee Culture for Competitive Survival

Data Data Everywhere- But What About Your Costumers

  • How data can be used to create a more customer-centric organization;

  • Best practices in using data analytics to generate and benefit from better customer insight, as well as more trusting customer relationships;

  • Listening for and acting on real-time customer feedback, in order to set up a sense-and-respond marketing and customer service capability; and

  • The problems that plague companies trying to employ analytically sophisticated customer insights.

Customer Experience

  • Bad Service Bulletin: You Can't Un-Google Yourself

  • Please Press " * " for Superlative: The Value of Your Front Line Contact Centers

  • Dancing Shoes for Honeybees: Word of Mouth, Buzz, and Social Networks

  • The Strontium-90 Effect: A Customer Experience Lasts Longer than You Think

  • It's All About You--Member Relationship Management Comes of Age

Culture of the Customer

  • B-2-C? Say Hello to B-2-We!

  • The 3 C?s of a Sustainable Business--Colleague, Channel, and Customer

  • Murders & Acquisitions: You Get One Chance to Build a Blended Brand

  • If You?re Seeking Customers for Your Products, You Need a New Navigation System

  • Global Efficiency, Local Autonomy and Competitive Advantage

Each of the ideas listed below captures a general theme or discussion context for what Don Peppers and Martha Rogers view as the critical trends in global business. Suggested session titles are just beneath.

Customer Experience

The customer experience is the sum total of all interactions that a customer has with a business across all channels. In the new customer economy, companies that place a stronger emphasis on enhancing the customer experience will gain competitive advantage. View the latest content by 1to1 Media around customer experience that strives to help organizations create experiences that lock in loyalty and drive profits.

Customer Service

Customer service is not just about solving one customer problem at a time. To really improve customer satisfaction, you need an enterprise approach to resolving customer issues, capturing the insight that this interaction generated and communicating it across the organization. This holistic approach creates customer advocacy and engagement. 1to1 Media’s customer services content offers best practices for your customer service strategy and prescriptive advice on how you can increase customer satisfaction and loyalty.

Emerging Trends

1to1 Media highlights emerging business around customer strategy to help you prepare for the future. Stay ahead of the curve with content that brings to light new marketing and business paradigms that will excite, inform and inspire you to think differently about your business.

Marketing

The future of business marketing starts with the customer, and 1to1 Media experts bring you to the leading edge of strategic thinking. Our innovative ideas will challenge current business and marketing approaches. With expertise that cuts across major industry verticals, our experts have a deep understanding of the value levers that drive growth. View the latest trends and best practices on how a customer focus is driving more efficient and effective marketing.

Social Media

From blogs, to videos, to social forums like Facebook or Twitter, our editors stay on top of the latest trends and best practices around social media. View more 1to1 Media content on social media that will help keep your organization up to speed with the emerging technologies that are re-defining sales, marketing and customer service.

Sales Effectiveness

Sales effectiveness is about managing customers across the customer lifecycle. The goal: build loyalty while focusing on cross-sell and up-sell opportunities that boost the bottom-line. View 1to1 Media content on sales effectiveness to serve your clients across the customer lifecycle, drive bottom-line results, and generate customer loyalty.

Employee Engagement

Happy employees lead to better customer experiences and improved business results. Companies that work toward enhancing employee awareness and showing appreciation in the workplace increase productivity, retention and job satisfaction. 1to1 Media offers the latest content on employee engagement including trends and best practices from companies that are turning employee engagement into customer experiences that get results.

Data Analytics

Data Analytics can help companies form stronger and longer lasting relationships with their customers and ultimately lock in brand loyalty and drive profits. View the latest trends and best practices on data analytics to builder deeper customer relationships, improve customer satisfaction and lock in loyalty.

Customer Strategy

1to1 Media strives to inspire marketers and forward-thinking executives to make customer-based initiatives the centerpiece of their growth strategy. View the latest thinking and content around customer strategy to help your organization stay ahead of the competition.

Customer Loyalty

Customer loyalty is an integral part of creating customer relationships. Gain best practices for locking in brand loyalty and driving profits. 1to1 Media’s content on customer loyalty will help you serve customers, generate bottom-line results and drive customer satisfaction and loyalty.

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