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 (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. View Speaking Topics
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 (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. An avid runner and father of five, he is happily married to Hollywood’s Julia Roberts.*
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
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
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
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
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.
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.
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 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.
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.
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.
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 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.
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 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.
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 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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