Leading Authority on Customer Relationship Management Strategy
Dr. Martha Rogers is an acclaimed author, keynote speaker and co-founder of CX Speakers. Considered one of the top most influential customer experience leaders, Rogers’ counsel and insight are sought by Fortune 500 and Blue Chip executives who are trying to crack the code on customer measurement and value, trust, innovation, and the effect of emerging technologies. Her “out-of-the-box” thinking makes her popular among all verticals and industries who are eager to learn more about customer-centric concepts and methodologies.
Books
Rogers has produced nine international best-sellers with business partner, Don Peppers, that collectively sold well over a million copies in 18 languages. Their latest book, Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits, uses real world examples to show how rising customer expectations in a more transparent age have permanently altered the competitive landscape. They are on the third edition of their graduate-level textbook, Managing Customer Experience and Relationships.
Publications
Rogers has also 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.
The One To One Future
Peppers’ and Rogers’ first book, The One To One Future, was a ground-breaking hypothesis which activated the CRM movement in the late 1990’s. Inc. Magazine’s editor-in-chief called it “one of the two or three most important business books ever written,” while Tom Peters named it “book of the year” and BusinessWeek said it was the “bible of the new marketing.” After the success of The One to One Future, the Peppers & Rogers Group was formed and grew to be one of the world’s leading customer-centric management consulting firms, helping clients understand the value of treating their customers better.
Customer Experience Keynote Speaker
Now, Martha and Don have once again joined forces to deliver keynote presentations, workshops, and thought-leadership consulting. They focus on the customer experience and all its related topics, ranging from digital technologies and innovation to customer metrics, social selling, trust, and corporate culture. Rogers is also the founder of Trustability Metrix, designed to help companies understand how they are trusted by customers, employees and business peers.
Education
Before receiving her Ph.D. at the University of Tennessee as a Bickel fellow and working her way to full professorship, Dr. Rogers was a copywriter and advertising executive. In academia, she has served as an adjunct professor at the Fuqua School of Business at Duke University, where she co-directed the Teradata Center for Customer Strategy. At Peppers & Rogers Group, she led several large subscription-based research studies focusing on particular aspects of CRM, including direct-to-consumer selling. Martha lives in New York City with her husband, Dick Cavett.
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 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.
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 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 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 middleman. 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 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 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.
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 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 referrals.
All Martha Rogers Books
Rules to Break and Laws to Follow : How Your Business Can Beat the Crisis of Short-Termism
Purchase Book
Enterprise One to One
Purchase Book
Return on Customer : Creating Maximum Value From Your Scarcest Resource
Purchase BookMartha was fantastic! We received very high survey results for her presentation. Having her attend the events the day before was very helpful for us to get to know her and I am sure more for her to get to know us! She did a great job threading conversations from the day prior into her presentation making it very relevant. You and the entire team have been great to work with! Thank you!
- Elavon |
We will always consider Martha Rogers on the top of our list of insightful, engaging and authentic speakers. She was truly one of the most amazing speakers to work with.
- NBJ Summit |
Martha’s remarks hit close to home, and proved to be a great thought-starter for positive change in not only my area of the business, but cross functionally in other areas as well.
- Cspire |
I sat in on Martha’s presentation at Expo West and loved it!…Martha presented a lot of good insights that I want to share with my team.
- Natural Products Expo West |
