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    Recognized for well over a decade as one of the leading authorities on customer-focused relationship management strategies, Don Peppers is an acclaimed author and a founding partner of Peppers & Rogers Group, the world’s premier customer-centered consultancy.

    Don’s vision, perspective and thoughtful analysis of global business practices has earned him some significant citations by internationally recognized entities. Business 2.0 Magazine named him one of the 19 “foremost business gurus of our times,” and Accenture’s Institute for Strategic Change listed him as one of the 50 “most important living business thinkers” in the world. The Times of London has listed him among its “Top 50 Business Brains,” and the U.K.’s Chartered Institute for Marketing included him in its inaugural listing of the 50 “most influential thinkers in marketing and business today.”

    Don has a popular voice in the worldwide media, with recent contributions to both the Harvard Business Review (May 2009) and the McKinsey Quarterly (June 2009). In addition to frequent posts on Strategy Speaks, the Peppers & Rogers Group blog, Don produces a video diary of his global business observations, entitled “Peppers Unplugged,” and is an active Twitter user, as well (@DonPeppers).

    His thought leadership and presentations routinely focus on the business issues that today’s global enterprises are grappling with, while trying to maintain a competitive edge in their marketplace. These include:

    • Balancing long- and short-term goals by managing customer value

    • Building stronger customer relationships and customer experiences
    • The role that employee engagement, customer trust, and innovation play in the viability of every business
    • Why and how to overhaul your business model before your competition (or channel partner) does it for you

    His compelling, clear and concise way of articulating his insights places Don in high demand as both a speaker and a management advisor. In 2010 alone he had dozens of speaking engagements on six continents, and his counsel
    is regularly sought by Fortune 500 executives and entrepreneurs.

    With co-author Martha Rogers, Ph.D., Don has produced a legacy of international best-sellers that have collectively sold more than a million copies in 18 languages. Their latest thinking is embodied in their book, Rules to Break & Laws to Follow published in 2008, and named as the inaugural title to Microsoft’s “Executive Leadership Series.” The book addresses the challenges of success in a world where networked customers and engaged employees hold tremendous power, and further exposes the crisis of short-termism that is rampant in business today, while documenting the strategies required to grow out of this rut.

    In 2005, with Return On Customer, Peppers and Rogers advanced a concept of business valuation based on the customer base as a revenue-producing asset. This book introduced and trade-marked a unique new financial metric (Return on Customersm, or ROCsm), which is now being licensed to companies around the world as a valuation and analytics tool. Fast Company named Return on Customer one of the 15 “most important reads” of 2005, and cited the book again in 2007 on their list of the 25 “Best Books” in business.

    These successes follow in the footsteps of their other books, The One to One Future (1993), which BusinessWeek called “one of the bibles of new marketing”; Enterprise One to One (1997), which received a five-star rating from The Wall Street Journal; as well as The One to One Fieldbook (1999), The One to One Manager (1999); and One to One B2B, which made The New York Times business best-seller list within a month of publication in 2001. The authors have also published the first-ever CRM textbook for university use in graduate-level courses, Managing Customer Relationships (April 2004).

    Previously, Don was a new business rainmaker for world-class advertising agencies, including Chiat/Day and Lintas:USA. He capped his advertising career as the CEO of Perkins/Butler Direct Marketing. Prior to Madison
    Avenue, he worked as an economist in the oil business, and as the director of accounting for a regional airline.

    Don holds a Bachelor’s Degree in astronautical engineering from the U.S. Air Force Academy, and a Master’s Degree in public affairs from Princeton University’s Woodrow Wilson School. He currently serves on the Board of
    Directors for Cicero, Inc. (CICN), and for privately held Jetera Precision Media. Don is also on the Board of Advisors for Gridley & Co., the investment bank.


Don Peppers Speaker Videos Back to top

Keynote Speech


Demo Video


Interview


Keynote Speech


Induction into the DMA Hall of Fame



Speeches / Speaking Engagements Back to top


    Culture of the Customer
    • The 3 C’s of a Sustainable Business – Colleague, Channel, and Customer
    • If You’re Seeking Customers for Your Products, You Need a New Navigation System
    • Global Efficiency, Local Autonomy and Competitive Advantage

    Customer Experience

    • Bad Service Bulletin: You Can’t Un-Google Yourself
    • Please Press “ * “ for Superlative: The Value of Your Front Line Contact Centers
    • Dancing Shoes for Honeybees: Word of Mouth, Buzz, and Social Networks
    • The Strontium-90 Effect: A Customer Experience Lasts Longer than You Think

    Leadership in the New Economic World Order

    • Competing for Trust: Post Crisis Strategies for a Twitter Economy
    • Leadership in Times of Challenge and Opportunity
    • You Can’t Outrun a Bear Market, But You Can be Ready for the Recovery
    • Radical Times Require Radical Action: Leaders Needed, Inquire Within

    Enterprise Engagement—Enabling Your Brand Ambassadors

    • The Compelling Economics of Enterprise Engagement
    • You Can Lead a Force to Water, But You Can’t Make them Think
    • Is Your Corporate Culture an Advantage or an Albatross?
    • The Company You Keep: Employee Culture for Competitive Survival

    Ethics and Trust as KPI’s for Success

    • Violate Your Customers’ Trust, and Kiss Your Asset Good-Bye
    • Have I Ever Lied to You? Ethics as the Basis for Business Strategy
    • Cultivating Trust isn’t Expensive – It’s Essential!
    • Integrity Isn’t Elastic: Ethics and Trust Can Never be Part-Time Values

    Innovation

    • Bits, Bytes and Bucks: Monetizing New Technology and Relationships
    • She Blinded Me with Science: Tomorrow Comes Faster Than It Used To
    • Excellence or Innovation? Pick One
    • Innovation & Advantage: Driving Creativity for Competitive Stance
    • The Wisdom of Dissent: Innovative

    Decisions Require Diverse Points of View Looking Forward

    • Social Networks and How to Leverage Them
    • Tweet, Google, Bing, POP - Ride the Bubble, Avoid the Drop
    • Merging with Our Machines: PMT, WOM and Society
    • The 1to1 Future: Are We There Yet? Metrics for the Long-term
    • Long-Term Leadership in a Short-Term World
    • Return on Customer: Breaking the Rules to Maximize Enterprise Value
    • Have You Looked at Your Data Lately? You Can Get More for Less
    • Customers Are Like Little Financial Assets, with Collective Memory

    Relationship Strength and Loyalty

    • The Three Rs of Loyalty: Relationship, Reward, Recognition
    • At What Price Loyalty? ~ The Six Myths of Customer Loyalty
    • Loyalty IS the New Black: Best Practices and the Value of Relationship Strength


Don Peppers Speaker Testimonials Back to top

    "You were tremendous. On behalf of the Harvard Business School′s marketing faculty, thank you most sincerely for participating so effectively in the Conference on the Future of Interactive Marketing."
    John Deighton, Associate Professor of Business Administration, Harvard Business School

    "Thank you for your outstanding contribution to the Retail Advertising Conference ′96. Your efforts and devotion to the industry have made a tremendous impact on helping make this the greatest RAC in history!"
    Doug Raymond, Kelly Lamb and Maureen Macke, Retail Advertising & Marketing Association

    "To see a room full of members on the edge of their seats taking notes is an association′s dream! Thank you again for helping to make our convention such a tremendous success!"
    Nancy J. Fletcher Leslie A. Donohue, Outdoor Advertising Association of America, Inc.

    "I′m hearing nothing but raves from our attendees regarding your session. If ever there′s someone who wants a perspective on what you can contribute to a meeting, send them my way."
    Jonathan C. Abbott, Senior Vice President, PBS

    "We′ve received a lot of positive feedback on your plenary address, as indicated in the following sample comments: Outstanding presentation -- worth the price of the whole convention! Excellent plenary; motivational speaker who knows the marketing game. Dynamic... hits the key issues right on the head!"
    Michael McCabe, The Canadian Association of Broadcasters

    "Wow! What an eye-opener your presentation was at HSMAI′s Advertising & Public Relations University! I look forward to getting back to work so I can begin to start marketing a whole new way."
    Ken Hawkins, Director of Sales & Marketing, Marriott




* Please note that while this speaker’s specific speaking fee falls within the range posted above (for Continental U.S. based events), fees are subject to change. For current fee information or international event fees (which are generally 50-75% more than U.S based event fees), please contact us.

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    "You were tremendous. On behalf of the Harvard Business School′s marketing faculty, thank you most sincerely for participating so effectively in the Conference on the Future of Interactive Marketing."
    John Deighton, Associate Professor of Business Administration, Harvard Business School

    "Thank you for your outstanding contribution to the Retail Advertising Conference ′96. Your efforts and devotion to the industry have made a tremendous impact on helping make this the greatest RAC in history!"
    Doug Raymond, Kelly Lamb and Maureen Macke, Retail Advertising & Marketing Association

    "To see a room full of members on the edge of their seats taking notes is an association′s dream! Thank you again for helping to make our convention such a tremendous success!"
    Nancy J. Fletcher Leslie A. Donohue, Outdoor Advertising Association of America, Inc.

    "I′m hearing nothing but raves from our attendees regarding your session. If ever there′s someone who wants a perspective on what you can contribute to a meeting, send them my way."
    Jonathan C. Abbott, Senior Vice President, PBS

    "We′ve received a lot of positive feedback on your plenary address, as indicated in the following sample comments: Outstanding presentation -- worth the price of the whole convention! Excellent plenary; motivational speaker who knows the marketing game. Dynamic... hits the key issues right on the head!"
    Michael McCabe, The Canadian Association of Broadcasters

    "Wow! What an eye-opener your presentation was at HSMAI′s Advertising & Public Relations University! I look forward to getting back to work so I can begin to start marketing a whole new way."
    Ken Hawkins, Director of Sales & Marketing, Marriott


    Extreme Trust: Honesty as a Competitive Advantage
    How companies can stay competitive in a world of total transparency.

    With their first book, 1993′s The One-to-One Future, Don Peppers and Martha Rogers introduced the idea of managing interactive customer relationships, long before the Web and social networking made it standard business practice. With Extreme Trust, they look to the future once again, predicting that rising levels of transparency will require companies to protect the interests of their customers and employees proactively, even when it sometimes costs money in the short term.

    The importance of this "trustability" will transform every industry. Retail banks won′t be able to rely as much on overdraft charges. Consumers will expect retailers to remind them when they have unused balances on gift cards. Credit card companies will coach customers to avoid excessive borrowing. Cell phone providers will help customers find appropriate calling plans for their usage patterns.

    Success won′t come from top-down rules and processes, but from bottom-up solutions on the part of employees and customers themselves. And the most successful businesses will earn and keep the extreme trust of everyone they interact with.
    Order Here




    Managing Customer Relationships: A Strategic Framework / Edition 2
    Praise for Managing Customer Relationships A Strategic Framework

    "Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies."
    Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia

    "Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one-to-one customer results. This is the ultimate inside scoop!"
    Roy Barnes Senior VP of Customer Strategy, Marriott Vacation Club International

    "Every company that has customers has needed a reference guide like this for a long time. Peppers and Rogers are uniquely qualified to provide this essential tool for the field they helped to create."
    Jim Ryan CEO, Carlson Marketing Group
    Order Here




    Rules to Break and Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism
    Praise for Rules to Break & Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism

    "A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, Rules to Break and Laws to Follow persuasively shows the connection between customer trust and business profits, and then explains how to make it happen. As a bonus, you′ll learn how to make your company more innovative, how to ensure your employees actually enjoy what they′re doing, and how to deal with the kinds of service and quality breakdowns that occasionally plague any company, even a well-managed one. This book should be on your required reading list."
    —Stephen M. R. Covey, bestselling author of The Speed of Trust: The One Thing That Changes Everything

    "Over the years, Peppers and Rogers have given me valuable advice about navigating the changing business landscape. This book is a must-read for managers who want to empower their employees and customers to make change their ally."
    —Jim McCann, founder and CEO of 1-800-FLOWERS.COM
    Order Here





    Culture of the Customer
    • The 3 C’s of a Sustainable Business – Colleague, Channel, and Customer
    • If You’re Seeking Customers for Your Products, You Need a New Navigation System
    • Global Efficiency, Local Autonomy and Competitive Advantage

    Customer Experience

    • Bad Service Bulletin: You Can’t Un-Google Yourself
    • Please Press “ * “ for Superlative: The Value of Your Front Line Contact Centers
    • Dancing Shoes for Honeybees: Word of Mouth, Buzz, and Social Networks
    • The Strontium-90 Effect: A Customer Experience Lasts Longer than You Think

    Leadership in the New Economic World Order

    • Competing for Trust: Post Crisis Strategies for a Twitter Economy
    • Leadership in Times of Challenge and Opportunity
    • You Can’t Outrun a Bear Market, But You Can be Ready for the Recovery
    • Radical Times Require Radical Action: Leaders Needed, Inquire Within

    Enterprise Engagement—Enabling Your Brand Ambassadors

    • The Compelling Economics of Enterprise Engagement
    • You Can Lead a Force to Water, But You Can’t Make them Think
    • Is Your Corporate Culture an Advantage or an Albatross?
    • The Company You Keep: Employee Culture for Competitive Survival

    Ethics and Trust as KPI’s for Success

    • Violate Your Customers’ Trust, and Kiss Your Asset Good-Bye
    • Have I Ever Lied to You? Ethics as the Basis for Business Strategy
    • Cultivating Trust isn’t Expensive – It’s Essential!
    • Integrity Isn’t Elastic: Ethics and Trust Can Never be Part-Time Values

    Innovation

    • Bits, Bytes and Bucks: Monetizing New Technology and Relationships
    • She Blinded Me with Science: Tomorrow Comes Faster Than It Used To
    • Excellence or Innovation? Pick One
    • Innovation & Advantage: Driving Creativity for Competitive Stance
    • The Wisdom of Dissent: Innovative

    Decisions Require Diverse Points of View Looking Forward

    • Social Networks and How to Leverage Them
    • Tweet, Google, Bing, POP - Ride the Bubble, Avoid the Drop
    • Merging with Our Machines: PMT, WOM and Society
    • The 1to1 Future: Are We There Yet? Metrics for the Long-term
    • Long-Term Leadership in a Short-Term World
    • Return on Customer: Breaking the Rules to Maximize Enterprise Value
    • Have You Looked at Your Data Lately? You Can Get More for Less
    • Customers Are Like Little Financial Assets, with Collective Memory

    Relationship Strength and Loyalty

    • The Three Rs of Loyalty: Relationship, Reward, Recognition
    • At What Price Loyalty? ~ The Six Myths of Customer Loyalty
    • Loyalty IS the New Black: Best Practices and the Value of Relationship Strength


Keynote Speech


Demo Video


Interview


Keynote Speech


Induction into the DMA Hall of Fame