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

Customers Are the Ultimate Disruptors

Cultivating empathy for customers means transcending the business model altogether, and thinking in terms of customer needs, in the broadest possible sense. The CEO of Singularity University, Rob Nail was cited in the book Exponential Organizations, by Salim Ismail, Michael Malone and Yuri van Geest as listing six important traits for any successful CEO at a…

Incurious Organizations and the Terrible Damage They Cause

On January 27, 1986, a lone engineer at Morton Thiokol, Roger Boisjoly, warned his superiors yet again about the danger of launching the Space Shuttle Challenger the next day, arguing that because of the unseasonably cold weather at the launch site, where the temperature was forecast to dip below freezing overnight, the O-rings manufactured by…

To Make Smarter Business Decisions, Assume Good Intentions in Others

The human mind is emotional, self-justifying, and riddled through and through with irrational biases. As a species, we are biologically incapable of ever taking a truly “objective” point of view on any issue whatsoever, save (perhaps) mathematically reducible concepts. In recent years we’ve learned a lot about how the brain works and how our own minds…

Culture and the Customer Experience

Your corporate culture is a critical part of your company’s nature, but defining it is an elusive task. Everyone talks about what culture is, but no one can really put their finger on it, either. You can think of a company’s culture as the set of values and beliefs about the business and its mission…

Customization, Personalization, and the Customer Experience

Companies are steadily catching on to the idea that it makes good business sense to tailor an individual customer experience to the tastes and preferences of that individual, and big companies are now using technology to deliver different customer experiences to different customers across millions of customers, one customer at a time. So whether we…

Millennials, Trust, and the Rapidly Evolving Customer Experience

The speed of technological change has always left people breathless, as evidenced by the above words, which first appeared in an 1852 edition of The Atlantic Journal.[*] But today’s pace of change is different by a whole order of magnitude from what our great-great-grandparents faced during the Industrial Revolution. Today every generation gets exposed to a…

Benchmarking Your Customer-Centric Transformation

So, you’ve finally secured the CEO’s blessing and your business is now launching a big initiative to improve and maintain the quality of your customer experience. If you want your initiative to survive the next financial downturn, however, you’d better establish some metrics now to gauge your success. If you don’t, then in a couple…

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…