Podcast appearances and mentions of Don Peppers

When you think of combinations who comes to mind?

To celebrate the launch of Alisha Lyndon's book, The ABM Effect, she's joined by contributor and best-selling author Don Peppers. Hear from Don on his thinking around treating customers as a market of one and his B2B marketing philosophy that set the stage for the ABM revolution.

Building better customer relationships, one customer at a time. Joining me on the All Things Considered CX podcast for this episode is Don Peppers. Don is one of the world's most prolific experts when it comes to how businesses should deal with their customers and, with over 325,000 LinkedIn followers, he is recognized as one of the world's most authoritative experts on the topic of “customer experience.” With business partner and co-author Dr. Martha Rogers, Peppers has authored or co-authored eleven business books, including their international best-seller The One to One Future: Building Relationships One Customer at a Time (Doubleday, 1993) and Customer Experience: What, How and Why Now (BookBaby, 2016).

Join Ryan J Melton in an insightful conversation with Rebecca Caroe, the voice behind 'Creative Agency Secrets', on the latest episode of NZ Business Owners podcast. As a B2B strategic marketing and digital business specialist, Rebecca brings 12 years of experience in the field, having worked in Australasian, European, and US markets. Her expertise lies in tactical digital marketing, search engine marketing, and direct response copywriting, making her the go-to person for businesses looking to enhance their marketing strategies and outcomes. But that's not all. Rebecca's deep-rooted passion for rowing has played a significant role in her life. From rowing at Cambridge University to serving as an Independent Adviser for the Cambridge University Women's Boat Club for 24 years, her involvement in the sport is extensive. In fact, she even commentated for the BBC at the 2012 London Olympics. With a wealth of knowledge as a volunteer rowing coach and a former Director of Rowperfect UK Ltd, Rebecca understands the transformative power of rowing and how it can be applied to business and team building. In 2013, she launched the 'RowingChat' podcast, where she explores the parallels between high-performance sports and business success. With a combined global audience of 250,000+, Rebecca's podcasts have become a go-to resource for those seeking to unlock their potential and build remarkable brands and teams. During the podcast episode, Rebecca shares her insights on the rapidly evolving digital landscape and the importance of continuous learning. She discusses her connections with influential thought leaders and innovators, such as Don Peppers, Mitch Joel, Blair Enns, and Euan Semple, who have shaped her understanding of B2B marketing and provided valuable tools for businesses. But Rebecca's expertise extends beyond marketing. She emphasizes the significance of good governance in building robust businesses and draws from her experience of growing and selling her own global e-commerce business. As a board member of Rose & Thorne, she remains at the forefront of the latest marketing and business technologies, bringing analytical, communication, and practical problem-solving skills to the table. With her dedication to helping others, Rebecca has served as a business mentor for Lightening Lab and Innes48, supporting and nurturing aspiring entrepreneurs. As an accomplished public speaker and educator, she regularly delivers keynotes, workshops, and seminars, sharing her wealth of knowledge with enthusiastic audiences. Tune in to this engaging episode as Ryan J Melton and Rebecca Caroe dive deep into the world of B2B marketing, rowing, personal growth, and the secrets to thriving in today's dynamic business environment. https://creativeagencysecrets.com/

Building better customer relationships, one customer at a time. Joining me on the All Things Considered CX podcast for this episode is Don Peppers. Don is one of the world's most prolific experts when it comes to how businesses should deal with their customers and, with over 325,000 LinkedIn followers, he is recognized as one of the world's most authoritative experts on the topic of “customer experience.” With business partner and co-author Dr. Martha Rogers, Peppers has authored or co-authored eleven business books, including their international best-seller The One to One Future: Building Relationships One Customer at a Time (Doubleday, 1993) and Customer Experience: What, How and Why Now (BookBaby, 2016).

                                                         Don Peppers is a best-selling author, blogger, widely-acclaimed keynote speaker and global CX authority. He speaks to us about how "Life is not a contest, no one takes “first place” ", how "You learn the most when you know the least", and why "Learn to live with yourself first ". Hosted by Duff Watkins. About Don Peppers 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.” 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.  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. Episode Notes Lesson 1: Life is not a contest, no one takes “first place” 03m 20s. Lesson 2: Forgiveness is relaxing 04m 22s. Lesson 3: Learn to live with yourself first 08m 12s. Lesson 4: A job delivers a pay check, a career delivers a purpose 15m 00s. Lesson 5: Bank favours, generously 24m 05s. Lesson 6: You learn the most when you know the least.  Be curious.25m 54s. Lesson 7: Think Large:  ask: “Will the world be better off if I do this?” 29m 17s. Lesson 8: Temper your Temptations:  Resist urges to cheat or game the system 34m 00s. Lesson 9: Do the Existential Math!  37m 43s. Lesson 10: Keep a few $10 bills on you at all times 41m 24s.

Hace casi tres décadas conocí a Raúl. Él era mi jefe en una compañía multinacional, líder de teléfonos del mercado argentino, Motorola CellStar. Era mi segundo trabajo en una empresa americana, con presidente americano que no hablaba nada de español. El liderazgo y el trabajo en equipo de la mano de Raúl fue una experiencia única e inolvidable. Exigente, detallista, empático y muy divertido. Un trabajo repleto de experiencias inolvidables, memorables. No estamos configurados para el error. Siempre esperamos que todo fluya. ¿Cuál es la huella en tu sistema de memoria? ¿Tenés miedo? ¿Qué experiencias se evocan? Raúl Amigo desempeñó una carrera brillante en el mundo de la Tecnología y Telecomunicaciones. Trabajó para para Verizon, Motorola y Nokia, y llegó a ser vicepresidente de Nextel a los 34 años. A los 38 fundo su primera compañía de Internet en EE.UU. En 2007 fundó The Omnichannel Agency, agencia de Retail Experience en toda Latinoamérica. Integrándola a Omnicom , la red de agencias de publicidad y marketing más grande del mundo. En 2015 creó un Spin Off a la que llamó UMUNTU CX DESIGN, , una agencia de Diseño de experiencia basada en Miami, que actualmente dirige. Autor de tres libros y uno a punto de salir a la luz. El tercero de sus libros, “Mas allá del Customer Experience” fue prologado por Don Peppers. En estos días presenta su cuarto libro “Love by Design” prologado por el padre del marketing moderno, Philip Kotler. Profesor de vocación , enseña en Francia, España Italia, Argentina, Chile , Guatemala y EE.UU. En Colombia es profesor de maestría en el CESA y en la Universidad del Rosario, Argentina. Raúl nos comparte el secreto de sus historias, sus libros. ¡Gracias, querido Raúl por inspirarnos y ayudarnos en el camino de diseño de experiencias únicas y memorables! ¡Sigamos comunicando y siendo ATTITUDEABLE! Seguilo a Raúl Amigo en las redes: Linkedin Instagram Facebook Website Attitudeable en las redes: Website Twitter: @liftvalue Instagram: @liftvaluetranslations LinkedIn: Lift Value Translations & Consulting Youtube

Customer experience is reshaping how marketing is taking place. It can no longer be just about how great the product is; the customer needs to be treated equally important. Don Peppers, Customer Experience Authority, Author and Speaker, joins the show to discuss the customer experience.What we talked about:The Transformation from Product-Centric to Customer-CentricReconciling Future Benefits for Current CostsCustomer Surveys and Where They Go WrongRemoving Sources of Friction in the Customer ExperienceAlignment Metrics for Loyalty

Don Peppers returns in this episode of DemandGen Radio for a discussion on how the buying and engagement experience has changed over the last year. Tune in as Don shares how the era of COVID can be an opportunity for your organization, the importance of collecting feedback to improve your products and services, his prediction for the future, and more.Check out these other resources!DemandGen Resources Hub: https://bit.ly/2N3myz1 DemandGen Blog: https://bit.ly/3cVwnt9 DemandGen TV: http://bit.ly/37Ds3PS Manufacturing Demand book: https://bit.ly/37zkhVw

Without data, you are just another person with an option.”- W. Edwards DemingWe move on to the 5th Essential ("Personal") in Steve's Essentials of Remarkable Retail framework, delving into the criticality of defining our core customer (including who are offering is NOT for), why the "1 to 1 future" envisioned by Don Peppers and Martha Rogers in the mid-nineties took so long to manifest, importance realizing that no customer want to be average and what it means to be data-led.With our special guest Bridget Brennan, we explore ways deeper customer insight can help brands win, grow & keep the world's most powerful (and valuable) customers, the reason "pink is not a strategy" and why gender-balanced leadership teams and Boards are not only the right thing to do, but smart business.Bridget Brennan is CEO of the strategic consultancy, Female Factor, and author of the groundbreaking books, Why She Buys: The New Strategy for Reaching the World’s Most Powerful Consumers (Crown Business) and  Winning Her Business: How to Transform the Customer Experience for the World’s Most Powerful Consumers (HarperCollins Leadership, 2019). She is the world’s most sought-after speaker on engaging women as customers and decision makers. Brennan is a contributing writer on marketing to women for Forbes.com and was named a “Woman to Watch in Retail Disruption” by the Remodista think tank. She serves on the Vikings Women Advisory Board of the Minnesota Vikings NFL team, and is a member of the National Speakers Association, the Network of Executive Women and the Economic Club of Chicago. Learn more about Bridget here.Steve Dennis is an advisor, keynote speaker and author on strategic growth and business innovation. You can learn more about Steve on his    website.    Remarkable Retail: How To Win & Keep Customers in the Age of Disruption was recently named the best retail book of all time by BookAuthority. It's available in hardcover, audiobook or as a ebook at    Amazon or just about anywhere else books are sold. Steve regularly shares his insights in his role as a    Forbes senior contributor and on    Twitter and    LinkedIn. You can check out his speaker "sizzle" reel    here. Michael LeBlanc  is the Founder & President of M.E. LeBlanc & Company Inc and a Senior Advisor to Retail Council of Canada as part of his advisory and consulting practice.   He brings 25+ years of brand/retail/marketing & eCommerce leadership experience, and has been on the front lines of retail industry change for his entire career.  Michael is the producer and host of a network of leading podcasts including Canada’s top retail industry podcast,    The Voice of Retail, plus     Global E-Commerce Tech Talks  and    The Food Professor  with Dr. Sylvain Charlebois.  You can learn more about Michael    here  or on    LinkedIn. 

This is going to be a unique episode and might surprise some of my loyal listeners that I am talking about paid marketing. It actually has its place and you are about to meet the expert to explain when, how and why.  AJ Wilcox joins us today to discuss the ins and outs of paid program usage on LinkedIn. AJ is the founder of B2Linked, THE agency that specializes in account management and training/consulting with LinkedIn Ads. B2Linked is the only agency worldwide that's a LinkedIn certified marketing partner. This is a value-packed episode with tons of LinkedIn Advertising tips, tricks, and hacks, but we also get a behind-the-scenes of how AJ runs his business. He talks about how his agency’s revenue stream works and how he crafted it so that the monetary interests of both his agency and their clients can actually align. We also talk about who LinkedIn ads are NOT good for, as well as how to set expectations and intermediary performance indicators that help clients understand and buy into the long-term mindset necessary to get a good ROI from their ad buys. I hope you enjoy it. Guest Links: Linkedin:  https://www.linkedin.com/in/wilcoxaj/ Twitter: https://www.twitter.com/wilcoxaj Website: https://b2linked.com Links mentioned in the podcast: Ep 24 with Don Peppers (to learn how to calculate Total Lifetime Value): https://www.groundswell.marketing/podcast/don-peppers-2 Subscribe to Groundswell's Marketer Magazine: http://www.Marketer.eco  Groundswell Podcast Website: http://www.Groundswell.fm Website: http://www.Groundswell.Marketing Scott Martin: Linkedin: https://www.linkedin.com/in/scottadammartin/

How can companies leverage VoC to understand the context of the experience and improve customer journeys? Together with CX-expert Don Peppers and CX Consultant and Practitioner Betül Yılmaz, we discussed contextually relevant customer experiences. If you have any questions, you can contact us at info@alternacx.com 

In Part 2 of my interview with Don Peppers, he speaks to the need for privacy in interactive marketing and the opportunities available today that might bring us back to a healthier relationship between consumers and brands.

In Part 2 of my interview with Don Peppers, he speaks to the need for privacy in interactive marketing and the opportunities available today that might bring us back to a healthier relationship between consumers and brands.

In 1993, Don Peppers and Martha Rogers released the book One-to-One Future and essentially created the direct marketing future we live in today through their predictions. In this episode, you meet Don Peppers and begin to understand the power of his authentic approach to sales, marketing and life.

In 1993, Don Peppers and Martha Rogers released the book One-to-One Future and essentially created the direct marketing future we live in today through their predictions. In this episode, you meet Don Peppers and begin to understand the power of his authentic approach to sales, marketing and life.

Jon Miller is the CEO and co-founder of Engagio, a B2B marketing engagement platform that empowers revenue teams to combine the best of lead and account-based marketing to win new business and drive account growth. Jon has a physics degree from Harvard and an MBA from Stanford and is a B2B thought leader and evangelist speaking at conferences around the globe.. In this episode, Jon shares how he knew it was the right time to leave Marketo, what B2B marketing will look like in 2025, and why his mom is one of his greatest role models.   Key Takeaways: [2:00] Why does Jon do what he does? [7:55] Jon became an entrepreneur by accident. He started his company when his wife was pregnant and he still had a mortgage. [11:35] How did Jon know it was the right time to start Engagio? [16:30] Jon loves to teach and comes from a long line of teachers. He enjoys being able to simplify complex subjects for his audiences. [18:35] Marketing is evolving, and account-based marketing is no different. The value of account-based marketing is becoming real as more marketers understand the value. [21:20] The key to being successful in account-based marketing. [24:00] What are some of the best ways the CMO and VP of sales can work together and become aligned? [27:20] Jon shares his thoughts on where marketing is headed in the next five years and beyond. [32:55] How will marketing be affected by the ups and downs of our economy? [36:55] It is known that Jon is an incredibly collaborative leader, but what does that look like on the ground? [41:30] WhyJon’s mom is his biggest role model. [45:00] What are s the key differences between Harvard and Stanford? [47:05] What kind of legacy does Jon wish to leave behind?   Mentioned in This Episode: Jonmiller.com Jon on LinkedIn Engagio.com Marketo.com The One to One Future, by Don Peppers and Martha Rogers  

Following on from my recent interview, Extreme Trust and why it's important for your customers and your business – Interview with Martha Rogers and Don Peppers, today I want to share with you an interview that I recently conducted with Karl Chapman CEO of Riverview Law, a new type of law firm and one that is reinventing customer experience in the legal market. This interview makes up number twenty-one in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

Following on from my recent interview, The Twelve Absolutes of Leadership: Interview with Gary Burnison, CEO of Korn/Ferry International, today I am privileged to share with you an interview I recently conducted with Martha Rogers and Don Peppers of Peppers and Rogers Group, a management consulting firm, recognized as the world's leading authority and acknowledged thought leader on customer-based strategies and underlying business initiatives.. This interview makes up number twenty in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

Don Peppers' groundbreaking book "The One to One Future" (co-authored with Dr. Martha Rogers) is credited with launching the CRM revolution. Their books went onto sell over a million copies in 18 languages worldwide. In this insightful interview, Peppers reminds us why the personal connection is SO very critical in all settings, including health & wellness. He notes a recent Price Waterhouse Coopers study showing 75% of people want MORE - not less - human contact and walks us through how to do that in all aspects of our lives and businesses. If you are involved in growing an internal wellness program, are building your own coaching business or involved in marketing in any form, you will not want to miss this episode!

In this episode we talk about Trust as the New Currency with Don Peppers with co-author of "Extreme Trust" and leading marketing expert on the future of customer experiences. Not so long ago, being reasonably trustworthy was good enough. But soon only the extremely trustworthy will thrive. Today's modern customer experience where every action an organization takes can be exposed and critiqued in real time. Customers have access to so many instant options to share their dissatisfaction  that the bar for trustworthiness is pushed higher than ever and continues to rise. Don argues that the only sane response to these rising levels of transparency is to protect the interests of customers proactively-even if that requires spending extra money in the short run to preserve your brand reputation in the long run. The payoff of generating extreme trust will be worth it. With a wealth of fascinating research as well as practical applications, this book will show you how to earn - and keep - the extreme trust of everyone your company interacts with. Don Peppers is recognized as a global authority on marketing and business competition. His first book, The One to One Future, written with Martha Rogers in 1993, is widely credited with having launched the CRM revolution. Research by SatMetrix in 2015 ranked Don and Martha as the world’s #1 most influential authorities on customer experience management issues. A genuine thought leader, Don was listed by The Times of London as one of the “Top 50 Business Brains,' while Accenture named him one of the “Top 100 Business Intellectuals,” and the UK’s Chartered Institute for Marketing called him one of the 50 “most influential thinkers in marketing and business today.” In 2013 the Direct Marketing Association (US) inducted him into its Hall of Fame. Don has authored or co-authored a legacy of international business best-sellers that have collectively sold over a million copies in 18 languages: • Customer Experience: What, How, and Why Now • Extreme Trust: Honesty as a Competitive Advantage (2012) • Managing Customer Relationships (2011) • Rules to Break & Laws to Follow (2008) • Return on Customer (2005) • One to One B2B (2001) • The One to One Manager (1999) • The One to One Fieldbook (1999) • Enterprise One to One (1997) • Life’s a Pitch: Then You Buy (1995) • The One to One Future (1993) Don Peppers: CX Speakers  Podcast: Groundswell.fm Scott Martin: ScottMartin.org

Don Peppers is a bestselling author, blogger, and widely acclaimed keynote speaker, and global CX authority. A marketing futurist and accomplished trendspotter, 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, provides insights and how-to recommendations for building and maintaining a truly customer-centric business. Don claims to be the only rocket scientist in the advertising industry, with a BS in Astronomical Engineering. He also has a Masters in Public Affairs from Princeton University's Woodrow Wilson School.  Follow Worthix on LinkedIn: www.linkedin.com/in/worthix/ Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn: www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary Follow Don Peppers on LinkedIn: www.linkedin.com/ Follow Don Peppers on Twitter: @DonPeppers Buy "Customer Experience: What, How and Why Now" here: https://www.amazon.com/Customer-Experience-What-How-Why/dp/1483560155

It is imperative to build and maintain a customer-centric business during periods of digital transformation. To accomplish this, firms must focus on the customer experience, leveraging corporate culture, strategy, technology, and data analytics. Which firms are the best at being able to accomplish this objective? Which firms are failing to live up to customer expectations … and why? In this episode, world renowned bestselling author and customer experience guru Don Peppers shares his insights on what is needed to be a customer-focused leader in a digital world. He also looks back 25 years and discusses how the lessons from his first book, ‘The One to One Future’ still apply today.

Marketing to the Entitled Consumer by Dave Frankland Click here for show notes! https://www.salesartillery.com/marketing-book-podcast/marketing-entitled-consumer-dave-frankland TODAY'S CONSUMERS WANT EVERYTHING. YOU SHOULD GIVE IT TO THEM. Marketers face a paradox. Consumers expect your brand to know everything about them-who they are, what they want, and why-and to deliver it at the exact moment they need it. But ad saturation and inbox clutter make them resent everything marketers do. In this environment, traditional approaches just won't cut it. Marketing to these entitled consumers demands a new strategy: consumer-first marketing. And this book, featuring a foreword by NFL Hall of Famer Steve Young, is the first to lay out how to do it. Based on focus groups and surveys with 7,000 consumers, combined with the authors' experience with hundreds of brands, Marketing to the Entitled Consumer shows you everything you need to apply consumer-first marketing in your organization. You'll learn which data to collect-from purchase histories to pollen counts-and how to deploy it consistently across online, mobile, and real-world channels. You'll see how to build consumer connections that cut through the clutter with the three Rs: reciprocal value, relevance, and respectful empathy. You'll even get a roadmap on how to win over your fellow marketers and the rest of your company. Read the book that the legendary marketing thinker Don Peppers called "a warning shot across the bow of traditional marketing." Then get to work. Your entitled consumers are ready for a new approach...are you?

Are You Using the Right Measures? Measuring your progress for your Customer Experience strategy is an essential aspect to your program's success. Not only will it show if your program is working to provide an excellent experience for your customers, but it also shows what customers really value, which can be an elusive thing to discover. In this episode of The Intuitive Customer, we discuss the importance of measuring Customer Experience correctly. We invited Don Peppers, bestselling author, business strategist, and engaging keynote speaker to joins us to share his wisdom on the subject. With 11 books on marketing and Customer Experience, he had much to add to our discussion about the best way to handle Customer Experience measurement.     There are two types data marketers can user for measurement: Voice of Customer (VOC) data, which involves an interaction with customers. Observational data, which involves analyzing numbers and operational reports, among other things.   Peppers says that VOC data is excellent for many things. It can provide you feedback on moments in your experience that are or are not working. It also gives you the opportunity to respond to problems immediately and repair damage to a relationship before it has repercussions on customer behavior. However, it has some drawbacks for Customer Experience measurement. Let me give you an example. I fly on Delta a lot. Every time I fly back and forth to England, they send me a survey. They want to know more about my experience on the flight. However, I never fill out the survey unless I had either a very good or very poor flight.  This survey is an example of why VOC data measurement is flawed. Since I don't fill out the survey every time, they have a skewed view of how I feel about their airline. Sometimes I am delighted; other times I am disgusted. Now, if Delta were to look at my flight purchases over the past six months, that would be observational data. If they were to see that I purchased fewer flights compared to the previous year, they would see that my customer behavior had changed. Then, they would know how their Customer Experience is performing and they could react. To be fair, both types of measures are useful and have their place in Customer Experience Measurement. However, in many ways, marketers tend to favor VOC measurement over observational measurement. The reasons for this preference are understandable; VOC is easier and more popular, and who knows better than the customer how they felt about the experience, right? However, it is in the observational data that you get a much clearer understanding of how your Customer Experience performs. Observational data shows customer behavior, and that is a far more accurate indicator of how customers feel about your experience. Listen to the podcast in its entirety to learn more about Are You Using the Right Measures for your Customer Experience.   The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.   If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization's marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.   To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Are You Using the Right Measures? Measuring your progress for your Customer Experience strategy is an essential aspect to your program's success. Not only will it show if your program is working to provide an excellent experience for your customers, but it also shows what customers really value, which can be an elusive thing to discover. In this episode of The Intuitive Customer, we discuss the importance of measuring Customer Experience correctly. We invited Don Peppers, bestselling author, business strategist, and engaging keynote speaker to joins us to share his wisdom on the subject. With 11 books on marketing and Customer Experience, he had much to add to our discussion about the best way to handle Customer Experience measurement.     There are two types data marketers can user for measurement: Voice of Customer (VOC) data, which involves an interaction with customers. Observational data, which involves analyzing numbers and operational reports, among other things.   Peppers says that VOC data is excellent for many things. It can provide you feedback on moments in your experience that are or are not working. It also gives you the opportunity to respond to problems immediately and repair damage to a relationship before it has repercussions on customer behavior. However, it has some drawbacks for Customer Experience measurement. Let me give you an example. I fly on Delta a lot. Every time I fly back and forth to England, they send me a survey. They want to know more about my experience on the flight. However, I never fill out the survey unless I had either a very good or very poor flight.  This survey is an example of why VOC data measurement is flawed. Since I don't fill out the survey every time, they have a skewed view of how I feel about their airline. Sometimes I am delighted; other times I am disgusted. Now, if Delta were to look at my flight purchases over the past six months, that would be observational data. If they were to see that I purchased fewer flights compared to the previous year, they would see that my customer behavior had changed. Then, they would know how their Customer Experience is performing and they could react. To be fair, both types of measures are useful and have their place in Customer Experience Measurement. However, in many ways, marketers tend to favor VOC measurement over observational measurement. The reasons for this preference are understandable; VOC is easier and more popular, and who knows better than the customer how they felt about the experience, right? However, it is in the observational data that you get a much clearer understanding of how your Customer Experience performs. Observational data shows customer behavior, and that is a far more accurate indicator of how customers feel about your experience. Listen to the podcast in its entirety to learn more about Are You Using the Right Measures for your Customer Experience.   The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.   If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization's marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.   To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Don Peppers is recognized as a global authority on marketing and business competition. His first book, The One to One Future, written with Martha Rogers in 1993, is widely credited with having launched the CRM revolution. Research by SatMetrix in 2015 ranked Don and Martha as the world’s #1 most influential authorities on customer experience management issues. A genuine thought leader, Don was listed by The Times of London as one of the “Top 50 Business Brains,' while Accenture named him one of the “Top 100 Business Intellectuals,” and the UK’s Chartered Institute for Marketing called him one of the 50 “most influential thinkers in marketing and business today.” In 2013 the Direct Marketing Association (US) inducted him into its Hall of Fame. Don has authored or co-authored a legacy of international business best-sellers that have collectively sold over a million copies in 18 languages: • Customer Experience: What, How, and Why Now • Extreme Trust: Honesty as a Competitive Advantage (2012) • Managing Customer Relationships (2011) • Rules to Break & Laws to Follow (2008) • Return on Customer (2005) • One to One B2B (2001) • The One to One Manager (1999) • The One to One Fieldbook (1999) • Enterprise One to One (1997) • Life’s a Pitch: Then You Buy (1995) • The One to One Future (1993) Don Peppers: CX Speakers  Podcast: Groundswell.fm Scott Martin: ScottMartin.org

This episode was recorded just after author and business thought leader, Don Peppers gave his keynote speech. Having degrees from the US Air Force and Princeton University, Don has since written a variety of books such as “Extreme Trust” and “The One to the Future.” Don is a fiery public speaker who gets his point across clearly and directly. No surprise that he has been ranked as one of the top 100 business intellectuals by various publications across the world. If you are interested in startups, technology, and views of the future, I think you’ll enjoy Don’s alternative outlook.

This episode was recorded just after author and business thought leader, Don Peppers gave his keynote speech. Having degrees from the US Air Force and Princeton University, Don has since written a variety of books such as “Extreme Trust” and “The One to the Future.” Don is a fiery public speaker who gets his point across clearly and directly. No surprise that he has been ranked as one of the top 100 business intellectuals by various publications across the world. If you are interested in startups, technology, and views of the future, I think you’ll enjoy Don’s alternative outlook.

Host: Nancy May, President and CEO, BoardBench CompaniesGuest: Dr. Martha RogersIn this episode, Nancy May and Dr. Martha Rogers discuss how trust can make or break a company. Most board members would say that building trust is part of their responsibilities, yet how many really understand the economic consequences of lost trust, until it’s too late. Learn how gaining and keeping trust, combined with honest and transparent execution should form the backbone of your corporate strategy. Ms. Rodgers focuses in on how trust should be at the core of how boards, audit committees, and CFOs lead.Dr. Martha Rogers is known as one of the world’s most influential customer experience leaders. Her counsel and insights are sought by top corporate executives trying to crack the code on customer measurement and value, trust, innovation, and the effect emerging technologies will have on their companies and industries.She has published nine international best-sellers in 18 languages with her business partner, Don Peppers.. Her most recent books, Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits, and Managing Customer Experiences and Relationships shows how rising customer expectations in this more transparent age have permanently altered the competitive landscape. See acast.com/privacy for privacy and opt-out information.

Download for offline listening. In 1993, AT&T launched a marketing campaign called “You Will”. In a series of memorable TV ads, it depicted future applications of technology that turned out to be eerily accurate. Each commercial showcased a different product innovation AT&T had been working on. “Have you ever had an assistant who lived in your Computer?”, one commercial asks. Another begins by wondering, “Have you ever gotten a phone call on your wrist?”. Each commercial ended with the signoff: “You will”. Almost all the scenarios, from videoconferencing to self-service kiosks to video on demand, eventually came true (just not attributable to AT&T, the one prediction it fumbled). It was a time of technological optimism when the interactive future seemed excitingly close. That year the World Wide Web had become freely available to the public at large. Services like Prodigy and Compuserve were already offering online subscribers dial-up access to a broad range of networked services. U.S. Vice President Al Gore earned notoriety heralding the “information superhighway”. And the launch of the Mosaic browser ignited the digitization of commerce. This revolution in communications technology gave hope to marketers agonizing over the decline of mass media. And that year they found inspiration in a book called “The One to One Future: Building Relationships One Customer at a Time” written by Don Peppers and Martha Rogers. Just like the AT&T campaign, the book imagined what the near future might look like due to rapid technological change, specifically the rise of individually addressable media. Intended as a “guidebook for competing in the 1:1 future”, the book argued that marketing would need to “put customers first” to succeed and that would only be possible by building “the deepest, most trusting relationships” with customers. A giant best-seller at the time, the book made “one-to-one” marketing the buzzword of the decade. Soon after, Peppers and Rogers parlayed their fame into a major consultancy business. Their names became synonymous with the rise of interactive marketing. Today, a quarter century later, the future has finally caught up with many of their predictions. Peppers and Rogers belong to the pantheon of visionary marketers who laid the groundwork for the widespread adoption of relationship marketing principles and practices. Don Peppers remains an ardent proponent of putting customers first, continuing to address marketing audiences everywhere on its importance. Notwithstanding the immense strides made in technology, Peppers says that improving the customer experience “represents an immense problem to solve” for most businesses. And while many of his original ideas have become mainstream, Peppers recognizes that many businesses are still struggling to fully catch up to the one-to-one future he envisioned a quarter century ago. We started by asking if he and Martha had taken time to celebrate the 25th publishing anniversary of the book.

You are in for a real treat listening to this episode with marketing legend and best-selling author Don Peppers. For three decades, Don’s mission has been “Making the world safe for customers” and he accomplishes this by educating business leaders, marketing teams, and customer service teams on how to compete in a dynamic, technologically fast-moving world through a frictionless customer experience. Peppers has written nine books with business partner Martha Rogers, collectively selling well over a million copies in 18 languages. Don and I talk about case studies, like Amazon, to highlight companies that do it right. Get ready to be inspired. I have no doubt you’ll take away ideas on how your team can surprise and delight your customers.

For episode 52, I did a live podcast interview with Don Peppers, best selling author, keynote speaker and global customer experience expert. Along with his co-Author Martha Rogers, Don has often been credited with having launched the CRM revolution with their very first book, The One to One Future: Building Relationships One Customer at a Time Don is an American marketing futurist, best-selling business author, keynote speaker, and one of the world's authoritative experts on customer experience. He has spoken on customer experience in more than 60 countries on 6 continents, and his books have been translated into 18 languages. He was inducted into the Direct Marketing Association Hall of Fame, along with Seth Godin and Martha Rogers, and in 2015 SatMetrix ranked him as the world's most authoritative expert on customer experience. The Times of London has listed Peppers among their “Top 50 Business Brains,” and Accenture has included him in its global list of the “Top 50 Business Intellectuals.” In the episode we talk about what a good customer experience journey looks like, how to identify points of friction of customers, understanding when to automate and when to add a human connection and how to create a culture of putting your customers first. A big thank you to Jason Lim and the awesome team at the York Butter Factory for setting up the event and interview! Show notes: - Martha Rogers - The One to One Future: Building Relationships One Customer At A Time - Outside In: The Power of Putting Customers At The Centre Of Your Business - Amazon coming to Australia - Swurveys - PayActiv - Michael Mclaughlin - Brett Savill - Grant Greentree - Darcy Naunton - Safwan Shah - CXspeakers.com - York Butter Factory Blog: 50 Lessons from 50 successful founders, investors & experts (Part 1) Blog: 50 Lessons from 50 successful founders, investors & experts (Part 2) Feedback/ connect/ say hello:  Rohit@startupplaybook.co @playbookstartup (Twitter) @rohitbhargava7 (Twitter – Rohit) Rohit Bhargava (LinkedIn) Credits: Intro music credit to Bensound The post Ep052 – Don Peppers (Author) on the One to One Future appeared first on Startup Playbook.

Carrie Chitsey Wells & Don Peppers talk about Customer Experience innovation and consumer behaviors that have changed in the last few years. He provides great advice for executives on disruption in their industry and how to be proactively thinking about the Customer Experience. Where is the industry headed with chatbots and why the human connection is critical to great customer service? Don shares his views on video chat technology as it relates to HR/Recruiting, banking and other industries. We talk about his latest book: Customer Experience: What, How and Why Now. Support the show (http://www.helpinghumans.care)

Joseph Pine is an internationally acclaimed author, speaker and management advisor. Joseph has spoken at the World Economic Forum in Davos, Switzerland, at Ted in California and today is a Lecturer in Columbia University’s Technology Management Programme. He is not an academic, however, having worked for IBM for 13 years, Joseph specializes in helping people see the world of business differently through his many ground breaking books beginning with the award winning, Mass Customization: The New Frontier In Business Competition, including Authenticity: What Consumers Really Want and most recently, Infinite Possibility: Creating Customer Value on the Digital Frontier. He is most popularly well known for his bestselling book, The Experience Economy: Work Is Theater & Every Business a Stage which was recently name one of the 100 best business books of all time by 800-CEO-Read.   Questions What is your Zodiac Sign? Tell us a little bit about yourself and your journey In terms of the book which says Authenticity: What Consumers Really Want, can you expound on that a little? If we are in the experience economy and we are on a stage, how do we find out what is our true character or is our character based on the persons we interact with? What are some important considerations for an entrepreneur or an online business owner you to be successful? In a government institution where they move slow, the employees seems like they don’t want to be at work, how can that be translated into a way that as a government, your citizens of the country are running to pay their taxes because the service experience is amazing and is there an economy that exist like that? What is the one online resource, website, tool or app that you absolutely cannot live without in your business? How do you stay motivated every day? What are some of the books that have had the biggest impact on you? If you were sitting across the table from another business owner and they said to you that they feel they have great products and services but they lack the constantly motivated human capital, what’s the one piece of advice would you give them to have a successful business, specifically as it relates to constantly motivated human capital? What is one thing in your life right now that you are really excited about – something that you are working on to develop yourself or people? Where can our listeners find your information online? What is one quote or saying that you live by or that inspires you in times of adversity?   Highlights Joseph that his Zodiac Sign is a Libra if he remembers right on the cusp of Scorpio.   Yanique stated that one interesting fact about a Libran is that they are very free spirited and asked Joe if that’s a true characteristic of his personality and Joe disagreed and shared he believes he’s free spirited in being creative and innovative. Joseph stated being free spirited is not a true characteristic of his personality, he is however sort of buttoned up and introvert and a free spirit is very much of extroverts, so he would not say that describes him. If you think of characteristics of a free spirit is being creative and being able to think of new things and do things differently and that part he would ascribe to. He feels like his purpose in life is to figure out what’s going on in the world of business and then to develop frame works that first describe what’s going on and then prescribe what companies can do about it. Joseph shared that his birthday is October 22. Joseph stated that he was very much into computers very early in Elementary School and so he got an Applied Mathematics Degree; he joined IBM and worked there for 13 years. He started off in a very technical job and moved up into management and into a special project he did for a computer system called the AS/400, was to help run a group that helped customers bring customers in the business development process of the system and he discovered at that time that every customer was unique that they want to use the system in different ways and put together different hardware, different data, different software, just unique. He moved into strategic planning and that sent him on a discovery of how they would resolve that issue, how they could design systems for the uniqueness that he saw and that led him to the book “Future Perfect” by Stanley Davies it came out in 1987. In it he had a chapter on Mass Customization and when he read that chapter, it was like the heavens opened up and the angels sang, it explained everything that he saw going on and when IBM sent him to MIT for a year to get his Master’s Degree in Management of Technology, he decided that he was going to study that topic the whole, he was going do his thesis on mass customization and then he was going to turn his thesis into a book and that’s what he did. The book came out in 1993 and really defines that fact that we can give every customer exactly what they want but do it at a price they are willing to pay, so you have coequal imperatives of both mass and customization, the individual customized plus low cost efficient operations. He worked on that and he left IBM in late 1993 to see if he could do it on his own, 23 years later his wife is still not sure if it’s going to work out but so far so good. Early on he discovered that if you customize it good, you automatically turn it into a service and if you customize a service, you automatically turn it into an experience and if you design a service that is so appropriate for a particular person exactly the service that they need at this moment in time then you can’t help but make them go “wow” and turn it into a memorable event and that is an experience. That lead him to discover the experience of the economy, where they would have an economy based off of experiences where goods and services would no longer be enough and companies would need to do is to stages experiences for their customers, and so he took on Jim Gilemore as a partner in 1996, they started to develop ideas together and that resulted in their book The Experience Economy: Work Is Theater & Every Business a Stage in 1999 and that really laid it out and that set the stage for the entire movement towards customer experience and operation towards user experience and towards experience marketing and marketing all of that is fundamentally based on the fact that they are shifting into an economy where experiences have today become a predominant economic offering. When they first wrote the book in 1999, they talked about the nascent experience economy, the coming experience economy, they came out with an updated edition a few years ago and they changed all that language saying “no it’s here, it’s now, we are in worldwide, we are in an experienced economy” that’s what consumers are looking for. Since that time, they also discovered that in a world of paid for experiences people often question what is real and what is not and increasingly they don’t want the fake from the phony, they want the real from the genuine, and so they came out with the book in 2007 called Authenticity: What Consumers Really Want, the new consumer sensibility describing how companies can get customers to perceive their offerings and by extension their places in their company as authentic. In 2011, he also came out with a book called Infinite Possibility: Creating Customer Value on the Digital Frontier, so that goes originally to his technology background, looking at how digital technology is being used in experiences and recognizing that what it is about is fusing the real and the virtual and that’s what that book’s about. Joseph also mentioned that his partner Jim Gilemore has come out with a new book called “Look” about the observational skill, it’s a great book on how you can bring different kinds of observational skills into your personal practice and into your company.   Yanique commented that she recently read a study done by New Voice Era that said “up to $62 Billion a year is being lost by companies collectively on a global scale because of poor service.” She stated that assuming that the service is based on the experience they have had, so it’s no longer the price or sometimes the quality of the product, they will work with you if you are willing to make certain amends but how they manage that whole experience with the customer really depends on whether or not they stay with you. Joseph agreed and stated that it is important to recognize that each of the offerings he’s talking about is distinct economic offerings. You grow an economy based off commodities, the things you pull out of the ground or raise in the ground, animal, mineral, vegetable and then we shifted in the industrial revolution hundreds of years ago into an industrial economy where goods, physical things became the predominant economic offering and in the latter part of the 21st century, we shifted into a service economy and that’s where quality became job one, that’s where services became important and the research that Yanique points to is about services which are the intangible activities that you perform on behalf of an individual and that’s why mass customizing a good turns it into a service because you’re doing it for an individual not inventorying it, doing it on demand. Now what we are shifting into is an experience based off experiences. Experiences are in fact a distinct economic offering as distinct from services and services from goods, they use goods as a prop and services as the stage to engage each and every person and by creating a memory which is the hallmark of the experience. It’s important to differentiate that, you don’t want to talk about the service experience and they are distinct things. You can have a service; you can surround that with an experience and the term you are using “Customer Experience” it’s important to understand what that should mean. Most people use the term they mean “let’s make it things nice and easy and convenient” and all of those are good characteristics but they are service characteristics, you’ve got to go beyond nice and easy and convenient if you want to create a true distinctive experience.   Yanique stated that in terms of the book Authenticity: What Consumers Really Want, she stated that she does a lot of customer service training and the why how the mind processes things and that’s based off what she hears from the participant. When you say to them, you have to pretend like you are on stage that contradicts the whole authenticity approach. They should come to work and pretend but at the same time you want them authentic, be true to who they are and be true to the quality and culture the company stands for.   Joseph stated that it’s a very common misconception of acting is that it is fake, that it is pretend, that’s not what real acting is about. You can have people that pretend when they are acting. The book they talk about the real fake makers and basically defines that people can perceive your offering as real – real or fake – fake but also as real – fake or fake – real and acting can be any one of those four as well, so a lot of people that are fake acting which really is pretending. His favorite example is Pike Place Fish Market in Seattle, Fish Market You Tube Video he was just there leading an Experience Expedition with clients 2 months ago. Pike Place Fish Market is a fish market, it is moralizing the fish video, and the most best selling business video of all time and what they do is getting fish out of the sea and putting it on ice in an open market so they are commodity traders but how they sell that fish is with wonderful theatre, they have these different routines to engage guests, often 20 to 40 people around the fish market waiting for someone to buy because that’s when they have their signature moment, when you order a fish, they shout of the order like “7 flying to Minnesota” and all the others shout back “7 flying to Minnesota” and then they throw that salmon across the counter, 15 to 20 feet where somebody catches it and wraps it up for you and people love seeing that happen. These people understand that they are on stage, they understand that they are acting but they are very real, they go home smelling like fish, so the fish video goes through 4 different principles, they are all acting techniques. They talk about play, the notion that you are on stage, you are there to have fun and give a great experience for the audience. They talk about “be there” which is a standard acting technique that you need to be there in the moment, you need to forget about everything else and focus on the task at hand and that’s what actors have to do. The other is chose your attitude, acting is fundamentally about making choices, about choosing what parts of yourself to reveal to those in front of you, we all know we act differently in front of our boss than we do our subordinates, we know we act differently in front of our friends than we do strangers, in front of our parents then we do our children, it’s not that we are being fake or phony, it’s just choosing what part of ourselves to reveal and that’s what real-real acting is. Joseph Pine stated that in general and this relates to authenticity which is you have to true to yourself is one of the 2 key standards of authenticity that create that real -fake matrix and the other is you have to be who you say you are. The character must come from within; the character that you are and that you bring that to life. Another great example of acting is the diner in Chicago called Ed Debevic’s, it’s very famous and it’s shut down for the moment. It’s a normal corner diner, it’s not a high end place, he and his partner Jim Gilemore went there once for lunch and the guy at the front who met them had a nametag that says “Smiley”. So smiley was his character, not sure if it was his real nick name or a character he subsumed but that was a guy that can be smiley and he was smiley. He met them with a big smile and he asked how many people was in their party and he picked out menus and he proceeded to walk them through the restaurant and every once in awhile he would stop and one time he stopped at a table and asked them how they were doing and they would cooled their heels behind him he interact with another customer, at one point he started to talk around the table, up the chairs, up the tables, back down the other side and they kept following him until he finally delivered them to their table right at the front of the restaurant. It’s a wonderful, engaging theatre and it is that character that he created call Smiley. Speaking of phone interactions, one of the companies that is famous for great customer service that he thinks rises to the level of an experience in Zappos in Las Vegas, where they sell shoes on line and they are famous for their call centres where people would call in. Joseph met their Chief Culture Officer, Jon Wolske and he came up from being a phone representative himself, contact centre employee and he said that what he would do as he played in a rock band when he was younger, he would take on that rock band persona, he had things around his cubicle that talks about being a rock star, whenever he gets a call, he would look at that image that says “you are a rock star” and that would be the character that he played but that was a character that was a part of himself, he wasn’t trying to be something that he’s not. Yanique stated that she is a big fan of the movie “the Fast and the Furious” and Vin Diesel has a very jovial personality and she has been watching him offline in some of his snaps he puts up on Snapchat as well as Instagram and even on Facebook and he seems like a very relaxed, easy going and jovial person but he doesn’t play those characters in “the Fast and the Furious” he’s serious and person in the family who doesn’t smile too much. She said that is very interesting that if you get a role that epitomize your true character, it makes it that much easier and more believable for people to connect with you.   Joseph shared that for online entrepreneurs, the key thing to understand is what business are you really in. So understand if you want to be in the goods/ services business or truly in the experience business and then you need to think about how do you create that experience. The number 1 thing is time, like Zappos said. Most companies with their contact centres, they measure how little time customers spend with their representatives. They want them off the phone very quickly, they think it’s costing them money, at Zappos, they don’t measure that. In fact, everyday they celebrate which customer representative got to spend the most time with a an actual, living, breathing customer and it’s usually in the hours and that doesn’t bother them a bit, they don’t think about the dollar signs clicking off about cost, they recognize that they are doing the right job for the customer and that customer is going to be one of their raving fans, they are going to tell other people about it, they are going to come back again because they gave that great experience over the phone and so that can be done online, that can be done in a small business, it’s again recognizing what is your stage, what is the theatre that you are going to put on there. Joseph Pine II shared that an economy like that exists few and far between because being a government employees have so many differences than normal employees, you don’t have the profit motive that causes you to want to do a good job, you don’t have the fear of losing a job or the business if you’re not doing it well, the people you are interacting with aren’t “customers” cause they are not paying you, the government is and so all those things make it incrediblly hard for government employees to really do a great job. Every once in awhile you get what’s call a natural, you get someone who is just naturally vivacious or outgoing or having a service attitude that does want to do a great job and will turn into a great experience interacting with them but for a government entity to do that, that’s very few and far between. Joseph stated that the one that always come to mind is that he and his partner Jim gives out is “An Experience Stager of the Year Award” every year at their annual Think About event. It was be their 19th year September 21st and 22nd in New Orleans. One time they gave the award to a government entity and that was the Cerritos Public Library in Cerritos, California outside of Los Angeles. The Head Librarian Wayne Pearson, he got tired of people telling him that the internet was going to commoditize his business, people were saying “why are going to libraries in the future when you get over the internet every book that’s ever been published, every paper that has ever been written, every thought that has ever been thunk.” He wanted to create this reason for existence for libraries, so he created what he calls “World’s First Experience Library” Cerritos Public Library - Best Library Experience Video and architecturally it ‘s very distinct, it’s the first use of titanium in any architectural structure in the United States of America when it was built in 2002 and they have a basic theme, every great experience needs to have a theme it doesn’t have to be in your face like the Cerritos Public Library, doesn’t have to be fantasy like Disney, it’s simple “The Organizing Principle for the Experience” and the theme for the Cerritos Public Library is “Journey Through Time” that a visit to the library ought to be a journey through time, so they have different areas in the library that are themed after different points in time, a classic period, a modern period, an ordeca period and they have rituals based off of that like when it’s time to close the library, everybody starts to put away their books and gather up their stuff and they go down to the main lobby where this huge screen and every night at closing time they play the scene from the movie, The Sound of Music where the kids are singing, they all sing along and by time the last kid sings good bye, the library is closed and they go again another day. The town has over 3,500 of them are in the library every day. This is a government entity that understands that it’s in the experience business and that comes directly from Wayne Pearson and it’s continued on to this day. Joseph shared that the one online tool that he couldn’t live without would be Google because he is constantly doing research, he is constantly trying to figure out what’s going on in the world, looking for new examples, seeing what people are doing and that always gives him new ideas which eventually lead to new frame works. Often his Google goes into Wikipedia to be able to research something in deep but he also has Google alert so anybody that’s in the praising experience economy or mass customization or authenticity business context and also chief experience officer, he’s a big promoter of the fact that companies should hire chief experience officers to lead their offerings and turn them into a true distinctive experiences. He is also on Twitter and he learns a ton just seeing what’s going on, a lot of example through that and connecting with people, he has gotten a lot of business through that. Joseph shared that the biggest thing is to see the effect that they are having in the world. Sometimes it’s very direct in consulting with an organization, he helping them to create an experience plan for example. You can go and visit them when it’s fully implemented and you see the difference that you make and other cases when he’s giving a speech somewhere and you see the light bulbs go on in people’s head and they come up to you after and say “wow this really makes sense” and they talk about how they are going to make a difference in the world. One of the things they have is an Experience Economy Expert Certification Course, 4 and half day of emerging in the experience, publicly every year in August in the United States of America, privately in house around the world and they have over 200 certified experts and they see the difference they are making and sometimes they are the owner of the business so you see what they are doing differently, sometimes they are internal consultants helping the business and sometimes they are consultants to other clients and you see what a difference they are making there. On Twitter, he has people talking about what a difference his book makes, he may not be having any interaction but his books are out there, the ideas are out there and people are taking them on, he doesn’t hear of everyone that does but people are bracing the ideas and making a difference in their business which allows them to hire more people, which creates more jobs, which moves the economy on. So the fact that he knows that he is making a difference in the world is highly motivating. Joseph shared some of the books and first one is “Future Perfect” by Stanley Davis it was written in 1987 and one chapter that inspire mass customization his book Infinite Possibility: Creating Customer Values on the Digital Frontier was actually inspired by another chapter in Future Perfect. Another great book that had a tremendous effect on him is “The One to One Future” by Don Peppers and Martha Rogers and that book came out in 1993 and he read it and said “wow, this is talking about in marketing, what I was talking about in operations” if you could mass customize then you could also have a one to one dialogue with individual customers, what could you create. When he was done reading the book, he discovered that Don lived 2 towns over from him in Connecticut at the time. He then called him up, got together and they figured out what that would do is create a learning relationship with customers that would grow and deepen overtime and allows you to lock them in because you always knew more about them than anybody else and you see that come into fruition today with all the companies using AI today to predict what people want. Another great book is “Computers as Theatre” by Brenda Laurel and it really make the case that you need to think about computers not as a tool but as a medium for a stage. He learned a lot about theatre and dramatic structure from reading her book, it’s a great book and he had his class at Columbia University read a portion of it. Joseph shared that understanding that work is theatre and so what you need to do is to come up with that play/drama that you want to create, that’s what your strategy is about, what is your drama that you want to create in the world. And then you need to direct your workers to action, give them roles to play and help them characterize those roles and give them the where it all to be able to perform them, actors rehearse, give them backstage time and then you need to create an employee experience that is as good as the experience you create for customers, so they have the where it all to perform your drama on your business stage. Joseph shared that he doesn’t have people; their business they call “2 Gurus and a Marketer” Jim Gilmore and their partner Doug Parker. They had a partner meeting and came up with some things that they are excited about. One of them is that they are working with some companies to create some videos, to be able to take their ideas and bring them out there further than they can reach with their speeches and consulting and their books. They are working with a company that brings custom learning to individual people in businesses wherever they are and so they are going to work with them to create new modules that they can then help people in their jobs, frontline personnel create that great, wow experience for their customers, so over the next 6 months they are going to do that, increasing the reach to make more of a difference, helping many more people embrace The Experience Economy. Joseph stated that listeners can find him on: www.strategichorizons.comJoseph Pine Twitter Joseph stated that there is a famous quote by Margaret Mead “Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it’s the only thing that ever has.”   Links “Mass Customization: The New Frontier in Business Competition” by B. Joseph Pine “Authenticity: What Consumers Really Want” by B. Joseph Pine and James H. Gilmore “Infinite Possibilities: Creating Customer Value on the Digital Frontier” by B. Joseph Pine, Kim C. Korn and James H. Gilmore “The Experience Economy: Work Is Theater & Every Business a Stage” by B. Joseph Pine and James H. Gilmore “Future Perfect” by Stanley M. Davis “The One to One Future” by Don Peppers and Martha Rogers “Computers as Theatre” by Brenda Laurel  

Don Peppers is recognised as one of the world's leading authorities on customer-focused business strategies. During a recent presentation to AmCham in Sydney, Duff Watkins had the opportunity to catch up with Don and discuss how Management use scientific methods to make better decision. 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.  Peppers continues to support many of the worlds’ leading global brands, working with executives to develop a customer-centric strategy and culture within their organisations.

Today's buzz: Customer experience. Is technology the magic bullet to help you give customers everything they want and more – and thus ensure their loyalty? Not quite. Technology can indeed give you real-time insights to be relevant, to respond with agility and speed, to connect collaboratively and transact efficiently. But the perfectly seamless, frictionless customer experience can be elusive. The experts speak. Don Peppers, Peppers & Rogers Group: “Statistics show that customer loyalty is not well correlated with customer satisfaction. But customer disloyalty IS highly correlated with customer dissatisfaction.” Anthony Leaper, SAP: “Many companies believe technology is the only lubricant needed to enable a frictionless customer experience. The individual characteristics needed to deliver a frictionless experience are never consistent, so is its successful delivery to a customer simply guesswork or luck?” Join us for Frictionless Customer Experience: War Stories from the Trenches.

Today's buzz: Customer experience. Is technology the magic bullet to help you give customers everything they want and more – and thus ensure their loyalty? Not quite. Technology can indeed give you real-time insights to be relevant, to respond with agility and speed, to connect collaboratively and transact efficiently. But the perfectly seamless, frictionless customer experience can be elusive. The experts speak. Don Peppers, Peppers & Rogers Group: “Statistics show that customer loyalty is not well correlated with customer satisfaction. But customer disloyalty IS highly correlated with customer dissatisfaction.” Anthony Leaper, SAP: “Many companies believe technology is the only lubricant needed to enable a frictionless customer experience. The individual characteristics needed to deliver a frictionless experience are never consistent, so is its successful delivery to a customer simply guesswork or luck?” Join us for Frictionless Customer Experience: War Stories from the Trenches.

Today's buzz: Customer experience. Is technology the magic bullet to help you give customers everything they want and more – and thus ensure their loyalty? Not quite. Technology can indeed give you real-time insights to be relevant, to respond with agility and speed, to connect collaboratively and transact efficiently. But the perfectly seamless, frictionless customer experience can be elusive. The experts speak. Don Peppers, Peppers & Rogers Group: “Statistics show that customer loyalty is not well correlated with customer satisfaction. But customer disloyalty IS highly correlated with customer dissatisfaction.” Anthony Leaper, SAP: “Many companies believe technology is the only lubricant needed to enable a frictionless customer experience. The individual characteristics needed to deliver a frictionless experience are never consistent, so is its successful delivery to a customer simply guesswork or luck?” Join us for Frictionless Customer Experience: War Stories from the Trenches.

Today's buzz: Customer experience. Is technology the magic bullet to help you give customers everything they want and more – and thus ensure their loyalty? Not quite. Technology can indeed give you real-time insights to be relevant, to respond with agility and speed, to connect collaboratively and transact efficiently. But the perfectly seamless, frictionless customer experience can be elusive. The experts speak. Don Peppers, Peppers & Rogers Group: “Statistics show that customer loyalty is not well correlated with customer satisfaction. But customer disloyalty IS highly correlated with customer dissatisfaction.” Anthony Leaper, SAP: “Many companies believe technology is the only lubricant needed to enable a frictionless customer experience. The individual characteristics needed to deliver a frictionless experience are never consistent, so is its successful delivery to a customer simply guesswork or luck?” Join us for Frictionless Customer Experience: War Stories from the Trenches.

The buzz: Things. Your POV on The Internet of Things and M2M (machine to machine) technology: Real or vapor? Now or futuristic? Listen up! Companies that fail to implement M2M will fall behind their competitors, say a majority of IT decision makers in six countries surveyed by Harris Interactive for SAP. The experts speak. Don Peppers, Peppers & Rogers Group: “When devices begin to join the Internet of Things in vast numbers (as will happen over the next ten years), they won't just talk to you, they'll talk to each other and they'll begin to make smart decisions themselves. Lights, thermostats, and door locks will ‘learn' your habits and begin adjusting automatically.” Benjamin Wesson, SAP: “Sometime in 2008, the number of 'things' connected to the Internet exceeded the number of people on earth (Berg Insights 2012). Indeed, every time you turn on your car, the car is capturing telemetric data to be analyzed later by service personnel.” Join us for more on The Internet of Things and You.

The buzz: Things. Your POV on The Internet of Things and M2M (machine to machine) technology: Real or vapor? Now or futuristic? Listen up! Companies that fail to implement M2M will fall behind their competitors, say a majority of IT decision makers in six countries surveyed by Harris Interactive for SAP. The experts speak. Don Peppers, Peppers & Rogers Group: “When devices begin to join the Internet of Things in vast numbers (as will happen over the next ten years), they won't just talk to you, they'll talk to each other and they'll begin to make smart decisions themselves. Lights, thermostats, and door locks will ‘learn' your habits and begin adjusting automatically.” Benjamin Wesson, SAP: “Sometime in 2008, the number of 'things' connected to the Internet exceeded the number of people on earth (Berg Insights 2012). Indeed, every time you turn on your car, the car is capturing telemetric data to be analyzed later by service personnel.” Join us for more on The Internet of Things and You.

              Guest Host: Wendy Rettenmeier Topic: Getting the Most Out of Conferences How to Get the Most From a Conference (Don Peppers via LinkedIn) Ideas to Action: 10 Hints for Getting the Most From a Conference   Articles for this Week: Five Ways to Accelerate Leadership Development (Chief Learning Officer […]

Welcome to episode #346 of Six Pixels Of Separation - The Twist Image Podcast. There are marketing legends and then there are people like Don Peppers and Martha Rogers. In short: any idea that excites us about marketing these days (from social media to big data and beyond) are theories that Peppers and Rogers have already researched and published long before we even had a name for them. They invented the term one-to-one marketing to "illustrate the importance of treating different customers differently." In 1993 they founded their own consulting company, Peppers & Rogers Group, to help brands understand the ever-changing world of the consumer, the power of data, CRM, the customer revolution and how to make marketing more effective. They released their tenth business book, Extreme Trust (about the new dynamics of competition), in April of 2012 and, it is my honor that they both agreed to come on the podcast. Enjoy the conversation... Here it is: Six Pixels Of Separation - The Twist Image Podcast - Episode #346 - Host: Mitch Joel. Running time: 49:29. Please send in questions, comments, suggestions - mitch@twistimage.com. Hello from Beautiful Montreal. Subscribe over at iTunes. Please visit and leave comments on the Blog - Six Pixels of Separation. Feel free to connect to me directly on Facebook here: Mitch Joel on Facebook. or you can connect on LinkedIn. ...or on twitter.  Six Pixels of Separation the book is now available. CTRL ALT Delete is coming on May 21st, 2013. In conversation with Don Peppers and Martha Rogers. Peppers & Rogers Group. Extreme Trust. Follow Don and Martha on Twitter. This week's music: David Usher 'St. Lawrence River'. Get David's song for free here: Artists For Amnesty. Download the Podcast here: Six Pixels Of Separation - The Twist Image Podcast - Episode #346 - Host: Mitch Joel. Tags: advertising podcast blog blogging brand business book david usher digital marketing don peppers extreme trust facebook itunes marketing marketing blogger marketing podcast martha rogers one to one marketing online social network peppers and rogers group podcast podcasting social media

Welcome to episode #253 of Six Pixels Of Separation - The Twist Image Podcast. The Marketing industry only has a handful of true innovation legends. Don Peppers is one of them. Along with his business partner, Martha Rogers, they invented the term one-to-one marketing to "illustrate the importance of treating different customers differently." In 1993 they founded their own consulting company, Peppers & Rogers Group, to help brands understand the ever-changing world of the consumer, the power of data, CRM, the customer revolution and how to make Marketing more effective. They're currently authoring their tenth business book, Extreme Trust (about the new dynamics of competition). My jaw nearly hit the floor a month back when Don left a comment on my Blog (it was one of those, "gee, maybe I should pay more attention to what I publish if thought-leaders like Don Peppers are reading me!"). I reached out to Don to see if he would have an appetite to come on to the show to discuss what he's working on and how the evolution of Customer Relationship Management has changed in our digital and social world. I'm thrilled and honored that he accepted my invitation. Enjoy the conversation... Here it is: Six Pixels Of Separation - The Twist Image Podcast - Episode #253 - Host: Mitch Joel. Running time: 45:26. Please send in questions, comments, suggestions - mitch@twistimage.com. Hello from Beautiful Montreal. Subscribe over at iTunes. Please visit and leave comments on the Blog - Six Pixels of Separation. Feel free to connect to me directly on Facebook here: Mitch Joel on Facebook. or you can connect on LinkedIn. ...or on twitter.  Six Pixels of Separation the book is now available. Look for episode #38 of Media Hacks coming soon and it might feature:  Chris Brogan - New Marketing Labs - Co-author of Trust Agents, Man On The Go, Human Business Works, Third Tribe Marketing and Escape Velocity. C.C. Chapman - Managing The Gray - Digital Dads - Content Rules. Hugh McGuire - LibriVox - iambik audio - PressBooks. Christopher S. Penn - Blue Sky Factory - Marketing Over Coffee. Julien Smith - In Over Your Head - Co-author of Trust Agents. In conversation with Don Peppers from Peppers and Rogers Group. One-to-one Marketing Extreme Trust. This weeks music? Well, that's a surprise! Download the Podcast here: Six Pixels Of Separation - The Twist Image Podcast - Episode #253 - Host: Mitch Joel. Tags: advertising bite size edits blog blogging blue sky factory book oven business book cast of dads cc chapman chris brogan christopher s penn crm customer relationship management digital dads digital marketing don peppers extreme trust facebook facebook group hugh mcguire in over your head itunes julien smith librivox managing the gray marketing marketing legend marketing over coffee martha rogers media hacks new marketing labs one to one marketing online social network peppers and rogers group podcast podcasting pressbooks six pixels of separation social crm social media 101 social media marketing strategy trust agents twist image

Our coverage of the World Technology Summit continues with WTN founder Jim Clark; Irene's old friend Bill arrives to help us make fun of her voice; Irene talks to Osea Nelson from the University of Wyoming about the summit; marketing guru Don Peppers from Peppers & Rogers Group discusses honeybees and vampire bats.  Part 2 of 3.