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

The Coming Big Tech Backlash

While interactive technologies continue to entertain, educate and empower us, there is a growing sentiment among consumers that resents the apparently unstoppable dominance and commercial hegemony of “Big Tech.” I predict that the giant consumer technology platform companies Facebook, Google, Amazon, and Apple are due for a severe comeuppance, because the vague discomfort many consumers…

Automation is Dumbing Us Down

Friday morning last week at 3:30 a.m., the California Highway Patrol spotted a Tesla Model 3 driving at 70 miles an hour down the freeway, with the drunk driver passed out behind the wheel. Even with an unconscious driver, the car stayed in its lane and maintained its speed, driving in Tesla’s famous “autopilot” mode. To…

Remembering George H. W. Bush and Tyson Peppers

My late son Tyson and I once had the opportunity of meeting George Bush, Barbara Bush, and Bush’s presidential campaign manager and chief of staff Jim Baker, as well. It was 1980, and I was working as a regional marketing director for Houston’s Texas International Airlines. We lived in the northwest part of Houston, which…

How to Use VOC Surveys Correctly

Every customer experience is unique to the customer whose experience it is, and there can be no more authoritative measure of its quality than the subjective, individual opinion of that customer. It’s not uncommon, in fact, to see authorities in the field talking about the term “customer experience” in terms of the customer’s perception. This having…

Is Your Company Nothing But a “Skinner Box with a Parking Lot”?

Over the years, businesses have made a valiant effort to improve the performance of their top-down, mechanized organizations by linking individual employee incentives to desired business outcomes. Bonuses are awarded to managers and senior executives based on meeting quarterly or annual goals, while lower-level workers get extra days off or other perks for maintaining an…

So You Think You’re Customer-Centric, Huh? Wipe That Smile Off…

Everyone wants to be more customer-centric, but it isn’t as easy as it might sound. It’s difficult to accomplish at all, and when things don’t go just right it can be downright stressful. In fact, making the transition from the product-centric manner of thinking to the customer-centric way is rather like going through boot camp…

Walmart Leverages Its Front Line, Customer-Facing Employees

According to a recent NPR story, more than 200,000 workers at Walmart are now using PayActiv to occasionally accelerate their own pay, in order to have more flexibility in managing their individual financial situations. A senior Walmart executive called employees’ enthusiastic reaction to the program “extraordinary.” PayActiv has grown its operation by more than 500% in just…

One Number to Assess Your Digital Customer Experience

In a previous article I suggested that when you try to evaluate the quality of your customer experience, you shouldn’t rely on subjective voice-of-customer (VOC) feedback all by itself, whether you use NPS (Net Promoter Score) or some other survey. Because in addition to the subjective opinions of customers, you need objective, observational metrics – metrics that…

AI Reasoning is Qualitatively Different

Most people, when they think about the differences between artificial intelligence (AI) and human intelligence, make the mental calculation that AI is gradually “catching up” to the human brain as technology continues to improve. After all, more than twenty years ago a computer defeated the world champion in chess, then a computer triumphed in Jeopardy,…

Measuring the Digital Customer Experience, Objectively

The picture above is something called a “bird’s nest.” When viewed in motion, it shows the path of a user’s mouse rapidly shaking around on a website. And what it reveals is that the user was highly frustrated. I was recently introduced to Decibel, a company that has developed some innovative technologies to analyze all of…