The Startup Playbook

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Ep052 – Don Peppers (Author) on the One to One Future

For episode 52, I did a live podcast interview with Don Peppers, best selling author, keynote speaker and global customer experience expert.

Along with his co-Author Martha Rogers, Don has often been credited with having launched the CRM revolution with their very first book, The One to One Future: Building Relationships One Customer at a Time

Don is an American marketing futurist, best-selling business author, keynote speaker, and one of the world’s authoritative experts on customer experience. He has spoken on customer experience in more than 60 countries on 6 continents, and his books have been translated into 18 languages.

He was inducted into the Direct Marketing Association Hall of Fame, along with Seth Godin and Martha Rogers, and in 2015 SatMetrix ranked him as the world’s most authoritative expert on customer experience. The Times of London has listed Peppers among their “Top 50 Business Brains,” and Accenture has included him in its global list of the “Top 50 Business Intellectuals.”

In the episode we talk about what a good customer experience journey looks like, how to identify points of friction of customers, understanding when to automate and when to add a human connection and how to create a culture of putting your customers first.

A big thank you to Jason Lim and the awesome team at the York Butter Factory for setting up the event and interview!

Show notes:
– Michael Mclaughlin

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