Don Peppers is widely recognised as one of the world’s most prominent customer-focused business strategy experts. Since 1993, he has been at the cutting edge of the customer experience collaborating on 11 books and founding a consultancy.
Don and his writing and business partner, Martha Rogers are often credited for radically rethinking the basics of mass marketing, developing a direct approach to customer relations.
Their first book, The One to One Future was described as the ”bible for new marketing” by Businessweek, in 1993. At the time, Don and Martha thought they were writing business science fiction as they predicted rise of social media and eCommerce. They even had a chapter aptly named ‘Take Products to Customers not Customers to Products’.
Not content with producing a new holy text for marketers, Don and Martha founded a highly successful customer-centric consulting firm Peppers & Rogers Group. For 23 years they have helped organisations realign their CX strategy, provide frictionless experiences for customers with improved technology and operations, and imbued customer-centric cultures among employees.
The strength of their partnership has been recognised by their induction into the Direct Marketing Association (US) Hall of Fame, in 2013 and by SatMetrix, who ranked Don and Martha as the most influential authorities on customer experience management issues, in 2015.
Don has gone on to write ten more international bestsellers – nine with Martha – and his writing on innovation, technology, CX and corporate culture has also found a home among his 300,000 followers on LinkedIn earning him the title of top “INfluencer”. He’s also written for Fast Company.
As a founding partner of CXSpeakers.com, Don presents, workshops and consults on issues modern enterprises are grappling with. He has advised, educated and motivated audiences in over 40 countries, on six continents. His customised presentations and workshops are known to be captivating, persuasive and entertaining.
Don has helped many businesses maintain a competitive edge and is now so well respected The Times of London listed him as one of the Top 50 Business Brains, Accenture included him in their list of Top 100 Business Intellectuals, and the UK’s Chartered Institute put him in their list of the “50 most influential thinkers in marketing and business today”.
Remarkably, Don has never had a job he was educated for, he graduated from the United States Air Force Academy with a Bachelor of Science and Astronautical Engineering then went on to Princeton to master in Public and Foreign Affairs. But, for all this, he pursued marketing because he ‘just got it’.
Don’s latest book, Customer Experience: What, How and Why Now is a collection of essays packed with examples, suggestions, inspiring ideas and advice on how to think about, improve and deliver a better customer experience.
To top it all, Don is a family man with five children and if you don’t think he does enough, he is also a competitive runner.
This profile is part of our series of spotlights on the keynote speakers that will be coming to Melbourne for the World Marketing and Sales Forum 2016. Use the promo code NEWSMODO10 for a 10% discount on tickets.