Don Peppers

Technology is raising customer expectations, and now you’re competing with Amazon, Apple, JetBlue, and Amex. Four strategies for succeeding in the transparent future.

99% of companies that say they’re “omnichannel” aren’t. Three obstacles to overcome before joining the 1% of companies that really are.

Today’s programmatic marketing tactic is tomorrow’s smartphone app, so get ready now for an online CX featuring “chatvertising” and bot-to-bot marketing.

PDSD has plagued more than one business, from Kodak to Blockbuster, and from Apple to IBM. Four strategies for beating the next disruption in your own category.

How to out-do your competitors by earning your customers’ trust, and why this can insulate you from the next big disruption in your business.

Creating your own disruption is a good way to survive radical technological (or regulatory) change, and offense is always more fun than defense.

Now that what customers say about you matters more than what you tell customers about yourself, what your customers want is for you to be proactive on their behalf.

Trust platforms like Airbnb, Uber and Taskrabbit empower customers with the ability to self-organize, eliminating the middle man. Other businesses can, too. And will.

New technology drives new expectations. You need a new strategy, good for 2017 and beyond. Grow profitably and stay competitive with Extreme Trust. Four tasks to do so.

If somebody measured every company tomorrow, how would your company rank? What decisions are you making today that create or destroy trust?

Do you give refunds proactively? Host customer reviews on your website? Things to show you’re a leader in trustability, while improving business results at the same time.

How to map the customer experience, improve it, profit from it. How does it help us and help our customers? Why is “customer journey mapping” exactly what’s needed now?

How to measure your success with customers. Metrics needed to drive your decisions and behaviors, eliminate landmines and build customer equity

Providing a better customer experience is costly today, while value is realized tomorrow. Resolve this dilemma to the satisfaction of your CFO. How much more will customers pay if…?

Trustworthy data is (1) objective and (2) accurate. That’s half the battle. Five principles for using objective, accurate data to make more scientifically reliable business decisions

Anticipating human biases, avoiding statistical errors, and recognizing the limits of the data you have. How to talk with your customer analysts, without equations.

Take it from a woman who has advanced degrees, a history of professional leadership in corporate America and entrepreneurial ventures, and has raised a family while traveling on six continents. It ain’t easy, but you can do it for fun and profit.

The pinnacle of Customer Success Management is customer advocacy. How to create emotional, human bonds with customers, at scale, and leapfrog your competitors to own the category.

SaaS and other subscription-based businesses must cultivate prospects, not just hunt them. How to manage every customer relationship as a Challenger Sale

Turn salespeople into thought leaders armed with social ninja skills. Learn how to sell based on triggers, insights, and referrals

The key isn’t technology or data or policy. All these things are table stakes. The key lies in the culture of your employees. How to improve and maintain your corporate culture.

When a customer problem comes in, you want your employees to swarm the problem and solve it, without top-down direction. Here’s how to make that happen.

Today’s consumers have digital super powers undreamed of even a decade ago, but affection, trust, and genuine loyalty can’t be automated, and will never be outdated.

Customer satisfaction doesn’t generate loyalty, but dissatisfaction creates disloyalty. Design your customer experience to be frictionless first, then emotionally engaging.

Success, more than satisfaction, drives the business customer. But a successful customer success effort will include genuine, human connections, based on emotion and trust.

What it means to “loyalize” your customers, how to do so, why it’s worth the money, and three important obstacles that must be overcome.

The customer’s memory is the most reliable link between the short-term financial effects of current decisions and the long-term shareholder value they might create.

Implement CRM processes to make customers more loyal and you’ll almost certainly fail. But do it to improve their lives, and you’ll almost certainly make them more loyal.