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Design Podcast Episode 3 Don Peppers page

CX Confessions | Episode 3

Guest | DON PEPPERS

The Godfather of CX: A look at metrics & loyalty

Customer experience is reshaping how marketing takes place. It can no longer be just about how great the product is — the customer needs to be treated equally important.

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Here’s what we talked about

Don Peppers, customer experience thought leader, author, and speaker joins the show to discuss the customer experience. In this episode, we dive into:

  • The transformation from product-centric to customer-centric

  • Reconciling future benefits for current costs

  • Customer surveys and where they go wrong

  • Removing sources of friction in the customer experience

  • Alignment of customer metrics for loyalty

Design Podcast Episode 3 Don Peppers page

Meet Don,

Founding Partner at CX Speakers

Don Peppers is a recognized global authority on customer-focused business strategies. His life’s work of helping companies build better customer relationships has taken him to more than 60 countries on 6 continents. Today, he is the most widely read LinkedIn Influencer on the topic of “customer experience,” with over 325,000 followers.

Peppers is a prolific author of books about creating exceptional customer experiences. His new company, CX Speakers, delivers workshops, keynote presentations, and thought leadership consulting focused on customer experience topics.

Customers, unlike products, have memories.

— Don Peppers

You can lead a man to data, but you can't make him think.

— Don Peppers

The experience I have today could well affect my business with you tomorrow.

— Don Peppers

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  • Episode transcript

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