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

Why Are Corporate Profits So High, While Wage Growth is So Low?

A New York Times article pointed out that FedEx’s tax bill was reduced to zero by the 2017 Trump tax cut, which the company had lobbied for heavily. However, the firm has invested little more in its business, even after the $2 billion it saved from the tax cut (it even reduced capital expenditures below its December…

Identifying a Recession in Real Time

The stock market is in a turmoil, falling farther and faster than at any time since 2008 in a spate of volatility over the last couple of weeks that has been variously attributed to the uncertainty surrounding the spread of Covid 19, tumbling oil prices, disrupted international supply chains, and other things. But is this…

Using Video to Collect More Helpful VOC Feedback

 Raj Sivasubramanian is “customer experience insights manager” for Airbnb. I first met Raj a few months ago at a CXPA event, and the other day I caught up with him to discuss Airbnb’s use of an innovative new technology for improving voice-of-customer feedback and generating customer insight. Airbnb fields nearly 2 million inbound service inquiries a…

Economic Downturn Ahead? Or Not…?

In its worst day of the year, the Dow Jones plunged 800 points, a plunge attributed to fears of an escalating trade war and worries about an inverted yield curve. And investors were of course a bit jumpy to begin with, because the current economic expansion is already the longest one in history. So what…

More Diverse Gender Roles Generate More Creativity

The film-noir suspense movie Bound, released in 1996, was the first movie to be written and directed by Larry and Andy Wachowski. Bound jolted critics with its imagination and creativity, reminding many of something that could have been created by the Coen brothers. The Washington Post’s Rita Kempley even called the Wachowskis “Coen Brothers clones.” Three years later The Matrix was released, also written…

Using Video to Collect More Helpful VOC Feedback

 Raj Sivasubramanian is “customer experience insights manager” for Airbnb. I first met Raj a few months ago at a CXPA event, and the other day I caught up with him to discuss Airbnb’s use of an innovative new technology for improving voice-of-customer feedback and generating customer insight. Airbnb fields nearly 2 million inbound service inquiries a…

Amazon Crosses the “Creepy”​ Line

I never thought I would be writing something like this about Amazon. But Amazon, a company I have always considered the very emblem of trust and customer-centric policy, has now distinctly crossed that blurry but dangerous line between personalization and outright creepiness. Amazon, the same company Martha Rogers and I have lauded in virtually all of our…

Five Ideas Marketers Can Use to Persuade CFOs

Earlier this week, in conjunction with WOBI’s World Business Forum event in Bogotá, I made a separate presentation to a major financial accounting firm and a number of its clients. I began my talk with an introduction to customer-centric business competition, and what it takes to manage a business based on improving the customer experience. But…

How to Get a Human on the Phone in the Age of “Artificial Intelligence”

In the Comedy Central series “Broad City,” there’s a scene in which Ilana tries to get in touch by phone with someone at her cable company to fix a problem she wasn’t able to solve online. As she tries to communicate her desire to speak to an actual, live person, her conversation with the cable company’s voice…

Customer Loyalty: Behavior or Attitude?

I once met with the senior executives at a global company whose business involved managing the computer systems and IT departments of several hundred large enterprises and government organizations around the world. Based on the enormous cost and effort involved in setting up and operating each customer’s enterprise computer system, every client was required to…