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About Don Peppers

Recognized for more than 20 years as one of the world's foremost thought leaders on customer-focused business strategies, Don Peppers is an acclaimed author, speaker, and a founding partner, with Martha Rogers, Ph.D., of Peppers & Rogers Group, a leading customer-centric management consulting firm. In 2015, SatMetrix ranked Don and Martha as the world’s #1 most influential authorities on customer experience management. Don is a world class speaker who presents on a broad range of strategic topics across a wide variety of industries. And, as a top 100 “Influencer” on LinkedIn, Don has more than 260,000 followers for his regular blog posts on innovation, technology, customer experience, and corporate culture. You can connect with Don on LinkedIn here.

Author Archive | Don Peppers

THE MARTIAN

The “Secret Sauce” of Creativity and Innovation

A few years ago, Kaggle, an online community of data scientists, posted a problem that was sponsored by NASA, the European Space Agency (ESA), and the UK’s Royal Astronomical Society. These agencies needed a new mathematical algorithm capable of parsing the distortions caused by dark matter in the photographic images of galaxies. Just ten days […]

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Three Smart Ideas for Handling Customer Service Exceptions

While it’s always preferable to solve a customer’s problem first with automation, which means less friction for the customer and less cost for the company, the fact is that most companies’ self-service offerings are nowhere near advanced enough yet to be able to deal with all the exceptions and unanticipated circumstances that might give rise […]

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The Fatal Flaw in Studying “Best Practices”

No matter what your business issue is, you can always find some “best practices” to analyze, by examining the companies or organizations that have had the most success in dealing with that issue. And many of us think that if we want to have more success ourselves, then all we really need to do is pattern our […]

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256H

Inside Sales, Performance Marketing, and Making a Human Connection

A couple of months ago, I spoke to an audience of business executives involved in the “performance marketing” business. If your business buys a digital ad on a publisher’s website and you only pay when people click on the ad or take some other action, you are in the performance marketing business, according to the […]

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It’s 2016. Do You Know Who Your Customers Are?

Not many years ago, a British utility launched a December promotion designed to recognize its very best customers by mailing each of them a holiday greeting card. To the amazement of the company’s marketing managers, however, in January nearly a quarter of the cards were returned to the company unopened. The reason? Many of the […]

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