Don Peppers

Don Peppers: Program Outlines

• 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