Not so long ago, being reasonably trustworthy was good enough. But soon only the extremely trustworthy will thrive. In the age of smartphones and social networks, every action an organization takes can be exposed and critiqued in real time. Nothing is local or secret anymore. If you treat one customer unfairly, produce one shoddy product, or try to gouge one price, the whole world may find out in hours, if not minutes. The users of Twitter, Yelp, and similar outlets show little mercy for bad behavior. The bar for trustworthiness is higher than ever and continues to rise. Bestselling authors Don Peppers and Martha Rogers, Ph.D., argue that the only sane response to these rising levels of transparency is to protect the interests of customers proactively—even if that requires spending extra money in the short run to preserve your brand reputation in the long run. The payoff of generating extreme trust will be worth it. With a wealth of fascinating research as well as practical applications, this book will show you how to earn—and keep—the extreme trust of everyone your company interacts with.

Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits, Revised Edition

Business & Money

Peppers, Don

Rogers, Martha

Business Culture

Penguin Publishing Group

A guide to pitching products and services to one customer at a time shows business people how to find the twenty percent of their loyal customer base and how to find out what those customers want. 40,000 first printing. $40,000 ad/promo.

The One to One Future: Building Relationships One Customer at a Time

Management & Leadership

Crown Business

One to One Future

Literature & Fiction

Learn How To Get Everything You Want And More In The Ultimate Book On The Not-So-Gentle Art Of Persuasion From Don Peppers, Pitchman Extraordinaire And Author Of The One-To-One Future (46,000 Sold). In business, a pitch is a closed-end, winner-take-all contest. It involves one prospective customer and two or more hopeful suppliers, each struggling to defeat the others and win the account. Sometimes the business is won on the basis of price, but often -- especially where professional services are concerned -- the determining factor is intangible. Who, the client wants to know, will fight hardest for me in court, come up with the most inspired ad campaign, bring my products to the most new markets? In Life's A Pitch... And Then You Buy, Don Peppers shows us how to craft a pitch that is guaranteed to simultaneously win the confidence (and business) of prospective clients and defeat the competition. Peppers's fail-safe system teaches mastery of three levels of the pitch: salesmanship, psychology, and game theory. Peppers believes that the strongest pitches appeal to a person's emotional makeup and the very subtle, extremely personal "hot buttons" that make each of us into feeling and thinking creatures. Peppers shows how you can design pitches that capture your clients' hearts and throw your competition off balance at the same time. In fast-paced prose, Peppers covers all the bases, including: overcoming objections, seeing eye-to-eye with your prospects, speaking the customer's language, prospecting, and follow-up. No matter what field you're in, Peppers's lessons will help you master the art of persuasion.

Life's A Pitch...Then You Buy

Is there anyone out there who isn't worried about staying far in front of the technological tidal wave that is making products smarter and changing everything about what customers buy, how they buy, and where their loyalty goes? Don Peppers and Martha Rogers, authors of the international bestseller The One to One Future, go beyond that now classic work on how to sell more products to fewer customers. For the last several years, they have been teaching companies how to stay at the head of the pack by harnessing technology to achieve killer competitive advantages in customer loyalty and unit margin. In this brave new world where microchip technology is making it possible for houses to know their occupants better than the occupants know their own houses--know the owners' temperature preferences, water use, lights, appliances--businesses have a great advantage in building unbreakable customer relationships. Peppers and Rogers explain what kinds of strategies are applicable to what kinds of businesses, and under what circumstances--from cars to credit cards, clothing manufacturers to dry cleaners, long distance phone companies to computer resellers. Suddenly car manufacturers, supermarkets, credit card companies, and fashion houses can compete not on commodity rules and price wars, but on bold new rules. Readers of Enterprise One to One will learn: * How to improve customer retention, not just incrementally but dramatically, and increase your share of each customer's business over time, despite the increasingly frantic nature of your competitors' campaigns. * How to protect and increase your unit margin despite the commoditization that has begun to infect every business in every category. * How to create entirely new markets of individual customers with diverse needs. * How to make the transition to the Interactive Age, gaining advantages from new technologies without being threatened by them. No book on marketing is as firmly planted in the competitive future as Enterprise One to One. Don Peppers is president and founder of Marketing 1:1, Inc., based in Stamford, Connecticut. Martha Rogers, Ph.D., is a founding partner at Marketing 1:1, Inc., and professor of telecommunications at Bowling Green State University. Together they are the authors of the bestselling book The One to One Future.

Enterprise One to One: Tools for Competing in the Interactive Age

A Currency Book (Doubleday)

The One to One Future revolutionized marketing when it was first published. Then considered a radical rethinking of marketing basics, this bestselling book has become today's bible for marketers. Now finally available in paperback, this completely revised and updated edition--with an all-new User's Guide--takes readers step-by-step through the latest strategies needed for any business to compete, and succeed, in the Interactive Age. Most businesses follow time-honored mass-marketing rules of pitching their products to the greatest number of people. However, selling more goods to fewer people is not only more efficient but far more profitable. The One to One Future is a radically innovative business paradigm focusing on the share of customer--one customer at a time--rather than just the share of market. Authors Don Peppers and Martha Rogers reveal one to one strategies to: * Find the 20 percent--or 2 percent--of your own customers and prospects who are the most loyal and who offer the biggest opportunities for future profit; * Collaborate with each customer, one at a time, just as you now work with individual suppliers or marketing partners; * Nurture your relationships with each customer by relying on new one to one media vehicles--not just the mail, but the fax machine, the touch-tone phone, voice mail, cell phones, and interactive television. Leading-edge companies such as MCI, Lexus, Levi Strauss, and Nissan Canada, and thousands of smaller enterprises, have already adopted the one-to-one perspective. The strategies outlined in this book work just as well--often even better--for small companies, from two-person accounting firms to flower shops to furniture stores.

The One to One Future

Currency

Enterprise One to One has taken its place alongside Don Peppers and Martha Rogers's The One to One Future as a marketing classic on how to sell more products to fewer customers through one-to-one marketing. In this brave new world, where microchip technology is making it possible for businesses to know their customers better than ever before, there is incredible opportunity to build unbreakable customer relationships. Peppers and Rogers explain the strategies needed to achieve killer competitive advantages in customer loyalty and unit margin. Among the things Enterprise One to One teaches are how to improve customer retention, not just incrementally but dramatically; how to increase your share of each customer's business over time; how to protect and increase your unit margin; and how to make the transition to the Interactive Age with today's new technologies. Enterprise One to One is the bible for successful marketing in today's competitive, high-tech world.

Enterprise One to One

Marketing & Sales

A practical guide to implementing the one-to-one marketing principles that Don Peppers and Martha Rogers have made famous throughout corporate America in their bestselling books The One to One Future and Enterprise One to One. Every day, all around the world, managers worry about the declining loyalty of their customers. Customers are being wooed ever more feverishly by competitors offering better prices, better deals--a process that has dramatically accelerated with the growth of the Internet. As information about customers becomes more plentiful and detailed, and as customers themselves become more interactive with the companies they buy from, business success hinges increasingly on creating long-term, profitable, "one-to-one" customer relationships. One-to-one marketing is nothing short of a revolution. Dell, Cisco, FedEx, Owens Corning, American Express, Amazon.com, Hewlett-Packard, and BellSouth, among others, have built their success on enhancing customer knowledge and interaction. Yet managers and executives today find themselves wrestling with the issue of how to become a part of this revolution. That's why one-to-one marketing pioneers Don Peppers, Martha Rogers, and Bob Dorf wrote this book. The One to One Fieldbook is the first hands-on manual for implementing customer relationship management programs, featuring step-by-step guidance on how to initiate, evaluate, and upgrade one-to-one initiatives. Among the topics covered in the book: how to determine whether you're ready to undertake a one-to-one program, how to evaluate what different customers are worth to your business, and how to customize your products or services. It includes chapters on gathering customer information, on how to measure results, on how to use the power of the World Wide Web--and much more. Each chapter features checklists of things to do, activities to enhance one-to-one skills, and questionnaires to evaluate your progress. A complete toolkit for companies implementing customer relationship programs, The One to One Fieldbook will help you identify your best customers, keep them longer, and grow them bigger--so that you can compete more successfully in the Interactive Age.

The One to One Fieldbook

Learn from the pioneers of Customer Relationship Management. In The One to One Manager, visionary authors Don Peppers and Martha Rogers, Ph.D., go behind the scenes to report on the challenges and solutions discovered by managers leading 1 to 1 efforts at organizations such as Xerox, General Electric, Oracle, First Union, Hewlett-Packard, USAA, Levi Strauss, and British Airways. Filled with in-depth interviews with executives on the front lines of the 1 to 1 revolution, and based on more than two dozen case histories from companies around the world, The One to One Manager examines the actual day-to-day issues involved in setting up and running 1 to 1 initiatives. The One to One Manager introduces readers to the groundbreakers, the pathfinders, and the explorers of a vast and rapidly expanding new universe of customer-focused business strategies. Among the fascinating pioneers profiled in this book, you will meet: General Robert McDermott, the visionary leader who transformed USAA from an insurance firm mired in paperwork into an IT-savvy financial institution dedicated to meeting customer needs at warp speed. Richard Vague, the CEO of First USA, champion of the "trusted agent" model for building lifelong customer relationships. Nina Smith, a Xerox marketing executive blazing a trail through a forest of competing sales and distribution channels. Royal Bank of Canada's Anne Lockie, who melds her knowledge of technology with a keen awareness of human nature to create 1 to 1 relationships with nine million customers. Bruce Varner, a Texas fire chief who trains his fire fighters to treat local citizens as valued customers. These early adopters, scouts, and risk takers offer managers and executives invaluable lessons in their efforts to map a new business universe in which organizations and enterprises organize around customer needs. It is a universe in which companies compete at extreme velocity, racing to devise strategies that will lock in customer loyalty, raise profits, and avoid the trap of commoditization. A virtual roadmap to the business world of the future, The One to One Manager is the book executives and managers the world over have been waiting for.

The One to One Manager: An Executive's Guide To Custom Relationship Management

Imagine that you lived in a city made of steel and woke up one morning to discover the entire city had been turned to glass. Everything that had been opaque would be transparent, everything sturdy would be fragile. One false move, even the slightest slip and--boom!--everything around you could shatter. Nowhere does this frightening image seem more real than in the realm of business-to-business commerce, where the Internet is recasting and remodeling nearly every existing relationship. Although consumer marketers may have been first to launch Web-based, customer-centric initiatives, it is the business-to-business companies that have the most to gain. They also have the most to lose by doggedly sticking with out-dated traditional market penetration strategies. In One to One B2B, marketing gurus Don Peppers and Martha Rogers argue persuasively that in the broad arena of business-to-business commerce, organizations will rise or fall on the basis of their abilities to cultivate one-to-one relationships with their customers. In a series of richly detailed case studies, the authors paint vivid portraits of B2B organizations wrestling with front-burner issues such as channel complexity, customer valuation, account development, sales force automation, knowledge-based selling, and new modes of compensation. And they squarely tackle the question of how much technology is too much, arguing that one shouldn't ask "How can you use technology to automate a relationship?" but ,rather, "How can you use technology to strengthen a relationship and make it more valuable over time?" In One to One B2B, readers will discover the critical role a "learning relationship" plays in developing new and existing customers to their fullest potential, as well as strategies designed specifically to unlock higher levels of profitability, ensure client loyalty, and fight margin erosion in the face of intense global competition. The result is an indispensable handbook on how to create and develop business-to-business sales and marketing techniques successfully in the bump and grind of the real world.

The One to One B2B: Customer Relationship Management Strategies for the Real Economy

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