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

“Big Data” – Coming to a Customer Experience Near You

In thinking about how to assess the customer experience, it’s important to keep two different kinds of data in mind: observational data and interactive data. The Voice of Customer surveys you do, whether you use NPS or some other customer satisfaction metric, represent interactive data. And there’s no better judge of the quality of a customer experience than…

Goodhart’s Law: The Biggest Threat to CX Data Accuracy?

Amy Edmondson, a professor in leadership at Harvard Business School, was once surprised by the results of a research project she helped put together to study how leadership and co-worker relations would impact organizational performance. At two urban teaching hospitals she surveyed nurses who worked on eight different teams, some of which were managed by…

“The One to One Future”​ – Are We There Yet?

Way back in 1990 when I first met Martha Rogers, we had a whirlwind discussion about the future of marketing and agreed on the spot to work on a book together. It took us three years of faxing back and forth, but our book described a vision of how businesses would have to operate differently once…

Avoiding “Quant Bias”

In a recent interview for Forbes, Lynzie Riebling, VP of Insights & Strategy at REVOLT TV, deplored the “quant bias” that prevented most companies from getting more out of their research efforts. What she meant by this term was that many executives seem to place more credence in research findings that can be quantified, to the point that…

Covid-19 Testing: Making Sense of the Figures

The accuracy and usefulness of Covid testing figures have been called into question. Some argue that the only reason we have more cases today is because we’re doing more testing. There has even been a suggestion that if we slowed the testing down, or if we just did a bit less testing, then we’d have…

Agile Customer Insight: Revolutionizing Market Research

In my last article I described the balance that all organisms, and that all companies, must strike between exploring for more resources and exploiting the resources they already have. Any complex adaptive system must accomplish both tasks in order to persist in a changing environment. Bees explore distant flowers to discover more nectar, while also exploiting what they’ve already brought back to…

Exploit? Or Explore? What’s the True Goal of Your Research Project?

What does your brain have in common with such things as beehives, weather patterns, urban centers, and free-market economies? Each of these can be classified as a “complex adaptive system” – a system in which even a perfect understanding of the individual parts still won’t allow you to predict what the whole system will do….

Ten Ideas for Reducing CX Friction

In physics, the Second Law of Thermodynamics specifies that entropy always increases. Entropy can be loosely thought of as randomness, or chaos. Combine a glass of hot water and a glass of cold water together and you’ll have a container filled with lukewarm water, which is just the random mix of hot and cold water. Without introducing…

Get, Keep and Grow Customers: That’s All a Business Ever Has to Do

The most important survival mechanism for every business is simply to get, keep, and grow customers. Unless a business can get customers, keep them longer, and grow them into bigger customers, it will be unlikely to survive for long. This is true for small businesses as well as large enterprises, for public as well as private…

Customer Experience: Not Your Father’s Kind of Marketing

Why is the marketing discipline so different today? Why haven’t marketers been talking about the “customer experience” all along? In the latter half of the 20th Century, virtually all marketing activities revolved around the “Four Ps”—product, price, place, promotion—as originally proposed by marketing expert E. Jerome McCarthy in 1958, and popularized by the very prolific Philip…