Peppers, Don

Leading Authority on Customer Relationships

ABOUT

TOPICS

TESTIMONIALS

About Don Peppers

Recognized for more than 20 years as one of the world’s leading authorities on customer-focused business strategies, Don Peppers is an acclaimed author and a founding partner of Peppers & Rogers Group, the world’s premier customer-centric management consulting firm. The Times of London has listed Don among their “Top 50 Business Brains,” Accenture has included him in its global list of the “Top 100 Business Intellectuals,” and the U.K.’s Chartered Institute for Marketing put him on its list of the “50 most influential thinkers in marketing and business today.” In 2013, Don Peppers and Martha Rogers were inducted into the Direct Marketing Association Hall of Fame.

Don has a popular voice in the worldwide media, and as a top 100 “INfluencer” forLinkedin.com, he has more than 150,000 followers (and growing) for his regular blog posts. His thought leadership, keynote presentations, and executive workshops routinely focus on the business issues that today’s global enterprises are grappling with, while trying to maintain a competitive edge in their marketplace. These include:

Building stronger customer relationships, better customer experiences, and trust;
Stimulating innovative thinking and benefiting from new ideas within a firm;
Engaging employees in order to create a stronger, more competitive corporate culture;
Dealing with social media, customer advocacy, and increasing levels of business transparency;
Balancing long-and short-term financial goals by focusing on customer value; and
Using scientific reasoning to make better business decisions on data.

With co-author Martha Rogers, Ph.D., Peppers has produced a legacy of international best-sellers collectively selling well over a million copies in 18 languages. Peppers’ and Rogers’ newest book, their ninth together, is Extreme Trust: Honesty as a Competitive Advantage. It argues that social networks and rapidly increasing transparency have combined to raise customer expectations regarding the trustworthiness of the companies and organizations they deal with.

Peppers and Rogers are often credited with having launched the CRM revolution with their very first book, The One to One Future: Building Relationships One Customer at a Time (1993). Inc. Magazine’s managing editor called this book “one of the two or three most important business books ever written,” while Business Week called it the “bible of the new marketing.” And in 2011, the authors released a second, updated edition of their widely used CRM textbook for university use in graduate level courses, Managing Customer Relationships: A Strategic Perspective.

Previously, Peppers was a celebrated new-business rainmaker in the advertising industry, and the CEO of a top-20 direct marketing agency. Prior to 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. He is a competitive runner and a very happily married father of five.

to Break ‘ Laws to Follow

Improving Your Return on Customer:

Creating Maximum Value from Your Scarcest Resource

Because of computers and interactive technologies, today’s consumer is instantly in touch with thousands of others, allowing business reputations to travel at light speed around the Internet. It’s critical to understand how your customers create value for your business because only customers create value, and customers are a finite resource.

In this keynote presentation, business guru Don Peppers or Martha Rogers, Ph.D. will take you on a whirlwind tour of some of the latest thinking in business competition so you can:

Encourage your customers to buy more things, on more occasions;
Raise the level of customer satisfaction with your service, and boost customer loyalty to your store brand;
Improve store employee productivity; and
Get customers to recommend your store to others

Innovation, Resilience, and Self-Organization:

Succeeding in the 21st Century

No matter how great your product is today, tomorrow it will be a commodity, and tomorrow comes faster now than it ever has before. If you can’t come up with new ideas, create new things and execute them well, you can be sure the accelerating pace of technological change will shorten your organization’s expected life span even further.

Don Peppers or Martha Rogers, Ph.D. will emphasize the following in his/her presentation:

Breakthrough innovations usually come by accident, not by planning;
Innovation requires tolerating and learning form “wise failures;”
Your company’s culture must encourage a “climate of innovation;”
Creativity comes from the diverse ideas of employees, customers and partners;
There must be a strong feeling of trust within the organization;
E-social technologies can dramatically improve the climate of innovation; and
Engaged and enabled employees can become a “self-organizing” force

Building Winning Customer Relationships:

How to Keep Your Customers Longer, Grow Them Into Bigger Customers, Make Them More Profitable, And Serve Them More Efficiently

New technologies make it possible to manage relationships with individual customers, but most companies’ relationship-building efforts don’t live up to their expectations. In this presentation, Don Peppers or Martha Rogers, Ph.D. will give you a four-step process for using technology to build stronger customer relationships to ensure that your own customers stay longer, choose to buy from you more often, and cost you less to serve. Learn what your firm needs to do in order to:

Identify customers, individually.

Differentiate customers not just by their value to you, but by their needs.Determining a customer’s worth requires forecasting the business you expect to receive in the future as well as the customer’s potential for more business. But to realize a greater share of that potential, you must change the customer’s behavior, which means you have to know what that customer needs.
Interact with customers more effectively and more cost-efficiently. The purpose of interacting is not to communicate to the customer, but to get the customer to communicate to you – to tell you things that your competitors don’t know about how to better satisfy that particular customer. To do this cost-efficiently requires taking maximum advantage of new interactive technologies.
Customize for customers, cost-efficiently treating different customers differently.If a customer has interacted with you to tell you what he needs, and then you are able to meet this need, then the customer will be more loyal and his value will increase. To do this cost-efficiently, you have to deploy mass-customization techniques, in order to configure the right product or service, offered and communicated in the right way, to each individual customer.

Testimonials

“Don Peppers bring vast experience of the ever-changing CRM marketplace to his presentations. Feedback from our customers was excellent-he remains at the forefront, pushing the boundaries of CRM and his enthusiasm undoubtedly inspire the audience.”
– Peter Robertshaw, Marketing and Business Development Director, SAP ‘”UK” Limited

“Don Peppers’ keynote presentation delivered exactly what we wanted to acheive with our audience, and met our delgates’ critical and discerning expectations. His faculty performance at the 2004 International CRM Conference for the BMW Group in Munichwas rated excellent on our assessment scale. Don Peppers’ extensive knowledge of CRM best practices on a global scale was a direct benefit.”
– Stefan Borbe, General Manager, Customer Relationship Management, BMW Group