Don Peppers’ blog posts are followed by nearly 300K on LinkedIn. He was among the first invited to be a LinkedIn Key Influencer when the program began in 2012. Today, he is one of LinkedIn’s top CX experts.

Don's Blog

A Bank Demonstrates It Can Be Trusted

The increasingly heavy stream of information and interaction coming at all of us has the effect of increasing the importance of trust in our lives, especially when it comes to the companies we buy from and do business with. None of us has time to “count our change” after every interaction, or to watch out…

Automation is Fragile. People are “Antifragile”

Machines, automation, rules, processes, and computer code, by definition, cannot be resilient in the face of setbacks or obstacles, except to the extent that these problems have been anticipated in advance and coded in. Automation and routine are designed to eliminate friction, and in a totally frictionless, perfectly automated world there is no need for…

Is That a Trout in Your Milk?

Sherlock Holmes is fond of telling his colleagues that he relies on deductive reasoning to solve his many cases. He assembles all the evidence, including patently circumstantial evidence, and then he deduces just what kind of possible story would explain all the facts. Story-telling is a uniquely human exercise, and it is a shortcut for…

Why Artificial Intelligence is Inherently Biased, and How to Minimize the Damage

You might think that artificial intelligence, because it issues from a machine, should be objective and unbiased, but nothing could be further from the truth. AI is inherently biased, and one of your goals, if your company or organization relies on AI, machine learning, and the algorithms developed by these technologies, should be to minimize…

How to Conduct a Winning Pitch Meeting

In the B2B space, the final step in landing a new account is often a pitch meeting – a face-to-face encounter between people at your own firm and people at the prospect’s firm. Your goal is to inspire their confidence in your capabilities and your understanding of their business. Above all, you want their trust….

Six Leadership Behaviors Found at a Customer-Centric Company

Because new technologies have armed today’s customers with up-to-the-minute information about the companies they buy from, the products they want, and the opinions of their friends and acquaintances about each brand’s customer experience, there’s hardly a business on the planet today that isn’t trying to improve its customer experience and become more customer-centric.

The World’s Most Social Customers?

With more than a billion residents, India is the second most populous country in the world. It is also home to one of the most strongly connected and socially supportive cultures anywhere. Long before Indians overtook Americans last year as the most numerous Facebook users in the world, tightly knit Indian families and social groups have always…

The Three Best Kinds of Customers: Advocates, Influencers, and Contributors

All profitable customers are good to have, of course, but the three very best kinds of customers will actually provide your business with a value that far exceeds whatever profit you might earn on their individual patronage. These customers represent a sort of “hidden wealth” for your business – a wealth you can realize in the form…

How to Improve the Insights from Using Personas in Your Marketing

Recently I posted an article about Sara Wachter-Boettcher’s excellent book Technically Wrong. Her primary argument is that machine learning algorithms and artificial intelligence engines have human-like biases. Computing technology is completely mechanical and unbiased, of course, but machine learning and AI by their very nature must be trained on human-created data sets. And so these tools do tend…

Walmart Uses PayActiv Technology to Boost Workers’ Effective Take-Home Pay

Walmart has just hammered a very large nail into the coffin of the batch-process payroll system, and one result will likely be substantially higher employee engagement as the company empowers its workers to take more personal control over their own financial welfare. In an announcement today, Walmart says it will begin using new technology from PayActiv to allow its…