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

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…

Is Your Business as Trustable as Tesla?

For all the ruckus that Elon Musk causes with his reckless tweets, I have to hand it to Tesla. They are a highly trustable company. And what I mean by that is that Tesla is proactivelytrustworthy. Yesterday I got four new tires for my Tesla, but I didn’t get them from Tesla. Even though the company…

A Unique Way to Engage Employees

Just two months ago I did a workshop for the 55 employees at Southern AgCredit, a financial services organization with a novel method for ensuring that its employees worked together in cohesive, highly productive teams. But before I reveal their secret, let me tell you a bit about this interesting company. Joe Hayman, Southern AgCredit’s CEO,…

“Earned Wage Access” – Fintech for Engaging Frontline Workers

Does any part of your company’s success depend on frontline workers? Whether you employ store clerks, service technicians, contact center agents, cleaners, caregivers, drivers, cashiers, or any other kind of hourly worker, chances are your competitors are already offering, or at least considering, a new fintech-enabled capability sweeping through HR departments around the country: Earned…

Track Your CX Quality and ACT on it in Real Time

A couple of years ago a colleague of mine told me about a bad experience she’d had shopping at a big-box retailer in the U.S., and how she had returned home entirely frustrated. That evening, she said she had received a call from this retailer asking how likely she was to recommend the company after…

Google? Yeah, #MeToo

How Google Works was published in 2014, authored by the company’s Executive Chairman Eric Schmidt and Jonathan Rosenberg, a senior executive. It’s a fine book, full of great examples of how a thriving, creative, energetic company has used data to hone a management system that seems to be the ultimate meritocracy based on the scientific method….

Taming the Big Tech Titans

Cellular phones first became available in the 1980s, but by the mid-1990s the nascent mobile phone category was mired in a very non-technological logjam involving monopolistic practices, and it was particularly acute in the United States. It wasn’t that there weren’t enough competitors in the industry, but that customers were inhibited from switching or leaving…

“Facebook Must Die”

These were the very first words I heard from a Silicon Valley serial entrepreneur in a conversation after I had raised the topic that I discussed in my last post, about the Big Tech Backlash I expect we will be seeing soon. And this was even before the noted student of technology Walter Mossberg announced that he…