The Best Customer Experience 3.0 - November 2022
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Don Peppers was the oldest of five kids and he had interests. He got a masters in public affairs from Princeton, with a concentration in foreign policy and earned a degree in astronautical engineering in the US Air Force Academy. But he has never worked in either of those fields. His initial occupation was as a economist at an oil company after serving in the Air Force, and then he became manager of accounting at a regional prison. At the airline that he gravitated into the marketing area, and finally went to work at a set of marketing agencies, where he gained a reputation as an effective "rainmaker," focusing on winning new clients. He wrote about a few of the successful (and unsuccessful) pitches in his novel Life's a Pitch: Then You Buy. His collaboration with Martha Rogers, a former marketing professor, began in 1990, and also The One to One Future, their first book together, was released. Ever since then eight more books have been co-authored by them the most recent being Extreme Trust: Honesty as a Competitive Edge.
Don and Martha founded a management consulting firm, Peppers & Rogers Group, which currently has consultants and offices on five continents and specializes in helping companies enhance their customer-facing procedures, from sales and marketing issues to customer support, communications, and social networking, and worker culture. They like to say their mission is "to create the world secure for clients." See all Don Peppers products