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 and a founding partner of Peppers & Rogers Group, a leading customer-centric management consulting firm. Research by SatMetrix in 2015 ranked Don and partner, Martha Rogers, Ph.D., as the world's #1 most influential authorities on customer experience management; and in 2013, they were inducted into the Direct Marketing Association's Hall of Fame.
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. The Times of London listed him among their "Top 50 Business Brains," while Accenture 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."
Peppers has written eleven books over the years, nine of them with Martha Rogers, creating a legacy of international best-sellers that have collectively sold more than a million copies in 18 languages. His newest book (2016) is Customer Experience: What, How, and Why Now, a collection of essays organized around the dynamics, rationale, and difficulties encountered in managing individual customer experiences.
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(Doubleday, 1993), described by Business Week as the "bible of the new marketing," and by Inc. Magazine's managing editor as "one of the two or three most important business books ever written." In 2016, Wiley publishers will release the third edition of Peppers' and Rogers' widely used graduate-level textbook, Managing Customer Relationships: A Strategic Perspective, first published in 2004.
Previously, Peppers was a celebrated new-business rainmaker in the advertising industry and the CEO of a top-20 direct marketing agency. 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.
Keynote and Workshop Topics
Don Peppers' keynote presentations and executive workshops use anecdote, humor and persuasive educational thinking to leave audiences transfixed on topics that 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 and "self-organizing" 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 based on data.
Interested in having Don Peppers speak at your next event?