Since starting in customer-led transformation back in 2007, we’ve always admired + followed the work of Don Peppers + Martha Rogers as thought leaders in our field.

Well – in true CF ‘be brave’ style, we made it happen this month.

We caught up with Don over a coffee (or three!) + discussed all things customer – the challenges, trials + tribulations of his experience in the field since founding the concept of customer experience some 25 years ago.

A few things (amongst many) emerged that we had to share: 

How do you, in your business, value your customer base? Is it on sales revenue alone? What about their satisfaction? Or referrals? Profitability? Being the ultimate reason for your business to exist, should this ‘asset’ have a real + tangible value?

What stops businesses from putting the customer first? We’ve seen countless stats on why it makes sense, so why don’t people do it?

How does marketing, sales + customer service fit together within this wider Customer ‘thing’ + “what the hell is Customer Strategy”

Over the coming Reframe series + social media posts + articles, we’ll unpack our thoughts having pondered such topics with the great Don Peppers. If you’re not already following us on social, hit those buttons at the bottom + get on it! You’d hate to miss out.