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

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…

It’s About TIME – A Book Review

….let me start with the fact that Safwan is not like any of the other business executives and entrepreneurs I’ve met during my career. For one thing, he’s a remarkably knowledgeable and well-read polymath, with a keen interest in many different fields. Not that other business people aren’t well-read and eclectic in their interests. But…

How AI Improves Marketers’​ Creativity

In just the last couple of years I’ve encountered an increasing number of vendors offering marketers an array of innovative tools based on artificial intelligence and machine learning. Of course, the discipline of marketing is inherently based on human creativity, and none of these tools by themselves can generate authentically new, creative marketing ideas. They…

The Hazards of Our Rapidly Improving Moral Standards

Several years ago I had a fatherly heart-to-heart talk with my then-teenage son, during which I advised him to be careful what pictures and opinions he put on Facebook. After all, I said wisely, just imagine the future, maybe when you’re 40 years old and interviewing for a new job or something. Do you want…

Human Failure…and Forgiveness

By any standard, Supreme Court Justice Earl Warren was one of the most humanitarian and liberal judicial forces ever to serve on the bench, with an unimpeachable record of promoting equality, freedom, and protection from discrimination and government abuse. Not only did he engineer and preside over the unanimous Brown vs. Board of Education decision…

Product-as-a-Service: Should You Have a “Consumer Success” Function?

By now you’ve probably heard about Nike’s $350 Adapt BB “self-lacing” athletic shoes. They come with their own app, which a wearer can use to adjust the snugness of the shoes after slipping them on. In addition to the self-tightening mesh that fits the shoes to your feet on command (and the wireless connection supporting the app),…

Wells Fargo: In the News Again, and It’s Not Pretty

A year ago I posted a hopeful article about Wells Fargo’s improved effort to be trustable with its customers. After the scandal caused from its employees signing customers up for extra checking accounts or other services without their knowledge, the company had introduced a promising new feature in their banking app designed to help customers figure out…