Martha Rogers

  • Founding Partner, Peppers & Rogers Group
  • Co-author, The One To One Future

Recognized for more than 20 years as one of the leading authorities on customer-focused relationship management strategies, Dr. Martha Rogers, Ph.D. is an acclaimed author, business strategist and a founding partner of Peppers & Rogers Group, the world's premier customer-centric consultancy.

 
  

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Digitally Transformed Marketing And Cx

Business Competition, Future Tense Technology is raising customer expectations, and now you’re competing with Amazon, Apple, JetBlue, and Amex. Four strategies for succeeding in the transparent future. The Omnichannel Myth 99% of companies that say they’re “omnichannel” aren’t. Three obstacles t ...

  • Business Competition, Future Tense

Technology is raising customer expectations, and now you’re competing with Amazon, Apple, JetBlue, and Amex. Four strategies for succeeding in the transparent future.

  • The Omnichannel Myth

99% of companies that say they’re “omnichannel” aren’t. Three obstacles to overcome before joining the 1% of companies that really are.

  • After e-Commerce: Immersive Commerce

Today’s programmatic marketing tactic is tomorrow’s smartphone app, so get ready now for an online CX featuring “chatvertising” and bot-to-bot marketing.

Surviving And Thriving In The Next Disruption

Four Ways to Avoid “Post-Disruption Stress Disorder” PDSD has plagued more than one business, from Kodak to Blockbuster, and from Apple to IBM. Four strategies for beating the next disruption in your own category. Customer Trust as a Disruptive Innovation How to out-do your competitors by earnin ...

  • Four Ways to Avoid “Post-Disruption Stress Disorder”

PDSD has plagued more than one business, from Kodak to Blockbuster, and from Apple to IBM. Four strategies for beating the next disruption in your own category.

  • Customer Trust as a Disruptive Innovation

How to out-do your competitors by earning your customers’ trust, and why this can insulate you from the next big disruption in your business.

  • Digital Disruption for Fun and Profit

Creating your own disruption is a good way to survive radical technological (or regulatory) change, and offense is always more fun than defense.

  • Proactive Customer Strategy: The Smart Response to Transparency

Now that what customers say about you matters more than what you tell customers about yourself, what your customers want is for you to be proactive on their behalf. 

  • Uber-izing your business

Trust platforms like Airbnb, Uber and Taskrabbit empower customers with the ability to self-organize, eliminating the middle man. Other businesses can, too. And will.

Extreme Trust

Proactive Trustworthiness is the New Black New technology drives new expectations. You need a new strategy, good for 2017 and beyond. Grow profitably and stay competitive with Extreme Trust. Four tasks to do so. Do Your Customers Trust You? Should They? And Do You Trust Them? If somebody measure ...

  • Proactive Trustworthiness is the New Black

New technology drives new expectations. You need a new strategy, good for 2017 and beyond. Grow profitably and stay competitive with Extreme Trust. Four tasks to do so.

  • Do Your Customers Trust You? Should They? And Do You Trust Them?

If somebody measured every company tomorrow, how would your company rank?  What decisions are you making today that create or destroy trust?

  • What Would a Trustable [insert your company’s name] Look Like?

Do you give refunds proactively? Host customer reviews on your website? Things to show you’re a leader in trustability, while improving business results at the same time.

Customer Metrics, Big Data, And Common-Sense Analytics

What is the Value of a Better Customer Experience? How to map the CX, improve it, profit from it.  How does it help us and help our customers?   Why is “customer journey mapping” exactly what’s needed now? The Customer Dashboard How to measure your success with customers. Metrics needed to drive ...

  • What is the Value of a Better Customer Experience?

How to map the CX, improve it, profit from it.  How does it help us and help our customers?   Why is “customer journey mapping” exactly what’s needed now?

  • The Customer Dashboard

How to measure your success with customers. Metrics needed to drive your decisions and behaviors, eliminate landmines and build customer equity.

  • Customer Metrics You Can Bank On

Providing a better CX is costly today, while value is realized tomorrow. Resolve this dilemma to the satisfaction of your CFO.  How much more will customers pay if…?

  • You Can Lead a Man to Data, But You Can’t Make Him Think

Trustworthy data is (1) objective and (2) accurate. That’s half the battle. Five principles for using objective, accurate data to make more scientifically reliable business decisions.

  • How to Make Data-Driven Decisions Without a Statistics Degree

Anticipating human biases, avoiding statistical errors, and recognizing the limits of the data you have. How to talk with your customer analysts, without equations.

Women: Smart, Savvy, And Successful

Balancing Work, Life, and Getting Where You Deserve to Be Take it from a woman who has advanced degrees, a history of professional leadership in corporate America and entrepreneurial ventures, and has raised a family while traveling on six continents.  It ain’t easy, but you can do it for fun and ...

  • Balancing Work, Life, and Getting Where You Deserve to Be

Take it from a woman who has advanced degrees, a history of professional leadership in corporate America and entrepreneurial ventures, and has raised a family while traveling on six continents.  It ain’t easy, but you can do it for fun and profit.

  •  Leading While Female

One of the world’s most acclaimed leaders in customer experience, customer loyalty, trustability, business technologies, and building equity shares her insights from 25 years in the field with clients, companies, CEOs, and real customers. 

  •  You Go Girl!

Winning the Millennial Generation by leveraging the increasing power, influence, and authority of women in business. How to structure a truly collaborative and social business enterprise.

Digital B2B

Customer Advocacy: Recruiting Your Best Customers to the Sales Team The pinnacle of Customer Success Management is customer advocacy. How to create emotional, human bonds with customers, at scale, and leapfrog your competitors to own the category. Customer Success: Competing for Sales in the Clou ...

  • Customer Advocacy: Recruiting Your Best Customers to the Sales Team

The pinnacle of Customer Success Management is customer advocacy. How to create emotional, human bonds with customers, at scale, and leapfrog your competitors to own the category.

  • Customer Success: Competing for Sales in the Cloud

SaaS and other subscription-based businesses must cultivate prospects, not just hunt them. How to manage every customer relationship as a Challenger Sale.

  • Social Selling: Arm Your Salespeople

Turn salespeople into thought leaders armed with social ninja skills. Learn how to sell based on triggers, insights, and referr

“Culture Eats Strategy For Breakfast”

Managing a Successful Customer-Centric Transformation The key isn’t technology or data or policy. All these things are table stakes. The key lies in the culture of your employees. How to improve and maintain your corporate culture. Self-Organizing Your Way to Competitive Success When a customer ...

  • Managing a Successful Customer-Centric Transformation

The key isn’t technology or data or policy. All these things are table stakes. The key lies in the culture of your employees. How to improve and maintain your corporate culture.

  • Self-Organizing Your Way to Competitive Success

When a customer problem comes in, you want your employees to swarm the problem and solve it, without top-down direction. Here’s how to make that happen.

Human to the Max

Empowered Consumers? Or Digitally Augmented Humans? Today’s consumers have digital super powers undreamed of even a decade ago, but affection, trust, and genuine loyalty can’t be automated, and will never be outdated. Digital Connections, Emotional Engagement Customer satisfaction doesn’t genera ...

  • Empowered Consumers? Or Digitally Augmented Humans?

Today’s consumers have digital super powers undreamed of even a decade ago, but affection, trust, and genuine loyalty can’t be automated, and will never be outdated.

  • Digital Connections, Emotional Engagement

Customer satisfaction doesn’t generate loyalty, but dissatisfaction creates disloyalty. Design your customer experience to be frictionless first, then emotionally engaging.

  • Delivering Humanity to B2B Customers

Success, more than satisfaction, drives the business customer. But a successful customer success effort will include genuine, human connections, based on emotion and trust.

Customer Loyalty

Empowered Consumers? Or Digitally Augmented Humans? Today’s consumers have digital super powers undreamed of even a decade ago, but affection, trust, and genuine loyalty can’t be automated, and will never be outdated. Digital Connections, Emotional Engagement Customer satisfaction doesn’t genera ...

  • Empowered Consumers? Or Digitally Augmented Humans?

Today’s consumers have digital super powers undreamed of even a decade ago, but affection, trust, and genuine loyalty can’t be automated, and will never be outdated.

  • Digital Connections, Emotional Engagement

Customer satisfaction doesn’t generate loyalty, but dissatisfaction creates disloyalty. Design your customer experience to be frictionless first, then emotionally engaging.

  • Delivering Humanity to B2B Customers

Success, more than satisfaction, drives the business customer. But a successful customer success effort will include genuine, human connections, based on emotion and trust.

The Future Of Cx In Your Industry

Preparing for the Next Great CX Innovations and Challenges In: Retail Healthcare Banking and Insurance Communications Travel and Hospitality Automotive B2B ...

  • Preparing for the Next Great CX Innovations and Challenges In:

Retail

Healthcare

Banking and Insurance

Communications

Travel and Hospitality

Automotive

B2B

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Biography

Recognized for over 25 years as one of the world’s leading authorities on customer-focused business strategies, Dr. Martha Rogers is an acclaimed author and co-founder, along with Don Peppers, of Peppers & Rogers Group. Her latest endeavor is the formation of CX Speakers, a new company which delivers workshops, keynote presentations and thought leadership consulting that is focused on customer experience topics. In 2015, Rogers founded Trustability Metrix, designed to help companies understand how they are trusted by customers, employees and business peers.

Martha’s counsel and insight are regularly sought by Fortune 500 and Blue Chip executives who are trying to crack the code on customer measurement and value, business strategy, trust, corporate culture, innovation, and the effect of emerging technologies. In 2015, Satmetrix listed her and Don Peppers #1 on their list of the top 25 most influential customer experience leaders. Business 2.0 magazine named Martha Rogers one of the 19 “most important business gurus” of the past century, and the World Technology Network cited her as “an innovator most likely to create visionary ‘ripple effects.’”

With co-author and business partner Don Peppers, Rogers has produced a legacy of international best-sellers that collectively sold well over a million copies in 18 languages. Their first book, The One to One Future (Doubleday, 1993), was called by Inc. Magazine’s editor-in-chief “one of the two or three most important business books ever written,” while Business Week said it was the “bible of the customer strategy revolution.”

Peppers’ and Rogers’ ninth book, is Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits (Penguin, 2016). And early 2017, the third edition of their graduate school textbook, Managing Customer Experience and Relationships: A Strategic Perspective (Wiley, 2016) will be released.

Before receiving her Ph.D. at the University of Tennessee as a Bickel fellow and worked her way to full professorship, Dr. Rogers was a copywriter and advertising executive. In academia, she has most recently served as an adjunct professor at the Fuqua School of Business at Duke University, where she co-directed the Teradata Center for Customer Strategy. Martha has been widely published in academic and trade journals, including Harvard Business Review, Journal of Advertising Research, Journal of Public Policy and Marketing, and Journal of Applied Psychology. She has been named International Sales and Marketing Executives’ Educator of the Year. At Peppers & Rogers Group, she led several large subscription-based research studies focusing on particular aspects of CRM, including direct-to-consumer selling. She has blogged for Huffington Post and elsewhere. Martha lives in New York City with her husband, Dick Cavett.