Don Peppers

Recognized for almost 20 years as one of the leading authorities on customer-focused relationship management strategies, Don Peppers is an acclaimed author, speaker and a founding partner of Peppers & Rogers Group, the world’s premier customer-centered consultancy. The Times of London has listed Don among its “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 business partner Martha Rogers were inducted into the Direct Marketing Association Hall of Fame.

Don has a popular voice in the worldwide media, and as a top 100 IN-fluencer for LinkedIn.com, he has more than 250,000 followers for his regular blog posts.  His thought leadership, keynote presentations, and executive workshops routinely focus on the business issues that today’s global enterprises are grappling with, while trying to maintain a competitive edge in their marketplace. These 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 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.

With co-author Martha Rogers, Ph.D., Peppers has produced a legacy of international best-sellers collectively selling well over a million copies in 18 languages. Peppers’ and Rogers’ newest book, their ninth, is Extreme Trust: Honesty as a Competitive Advantage (Penguin 2012). It argues that social networks and rapidly increasing transparency have combined to raise customer expectations regarding the trustworthiness of the companies and organizations they deal with.  In the age of social networks, every action an organization takes can be exposed and critiqued in real time, making the argument that the only sane response to these rising levels of transparency is to protect the interests of customers proactively. Extreme Trust follows Rules to Break & Laws to Follow, published in 2008, which was the inaugural title to Microsoft’s “Executive Leadership Series.”

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 (1993). It was called “one of the 2 or 3 most important business books ever written,” while Business Week said it was the “bible of the new marketing.”  In 2011, the authors released a second, updated edition of their widely used CRM textbook for university use in graduate level courses, Managing Customer Relationships: A Strategic Perspective (April 2004).

Previously, Peppers was a celebrated new business rainmaker in the advertising industry, and the CEO of a top-20 direct marketing agency. Prior to Madison Avenue, he worked as an economist in the oil industry, and as the director of accounting for a regional airline. He holds a B.S. in astronautical engineering from the U.S. Air Force Academy, and a Master’s Degree in public affairs from Princeton University’s Woodrow Wilson School. He is a competitive runner and a very happily married father of five.

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