Don Peppers and Martha Rogers, Ph.D., are the founders of Peppers & Rogers Group, a leading customer-centric management consulting firm with offices and clients worldwide, and now a unit of TeleTech Holdings (TTEC). They have developed many of the principles of the customer relationship management field. They have been ranked by Satmetrix as the world’s #1 most influential authorities on customer experience management. Peppers and Rogers were inducted into the Direct Marketing Association Hall of Fame in 2013, and have received many other accolades and awards.

Together, Peppers and Rogers have coauthored a legacy of international best-sellers that have collectively sold well over a million copies in 18 languages. Peppers and Rogers’s newest book, their ninth, is Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits, which debuted in a revised and updated paperback in 2016. It suggests that social networks and rapidly increasing transparency have combined to raise customer expectations regarding the trustworthiness of the companies and organizations they deal with. Rules to Break & Laws to Follow, published in 2008, was named as the inaugural title to Microsoft’s “Executive Leadership Series.” Among the other best-sellers authored by Peppers and Rogers, their first—The One to One Future (1993)—was called “one of the two or three most important business books ever written,” while BusinessWeek called it the “bible of the customer strategy revolution,” and Tom Peters named it his choice for “book of the year” in 1993. Enterprise One to One (1997) received a 5-star rating from the Wall Street Journal. One to One B2B made the New York Times business best-seller list within a month of its publication in 2001. Their 2005 book Return on Customer was named one of the 15 “most important reads” of 2005 by Fast Company, and was cited again in 2007 on its list of the 25 “Best Books” in business.

Prior to founding Peppers & Rogers Group, Don Peppers served as the CEO of a top-20 direct marketing agency, and his book Life’s a Pitch: Then You Buy (1995) chronicles his exploits as a celebrated new-business rainmaker in the advertising industry. He holds degrees in astronautical engineering from the Air Force Academy and in public affairs from Princeton University’s Woodrow Wilson School. Peppers also has a popular voice in the business media and is a top “INfluencer” on LinkedIn, with well over a quarter million followers for his regular blog posts on innovation, technology, trust, corporate culture, and customer experience.

Martha Rogers is the founder of Trustability Metrix, a firm designed to help companies understand how to measure and improve their levels of trust by customers, employees, and business partners. After a career in advertising copywriting and management, Rogers has taught at several universities, most recently as an adjunct professor at the Fuqua School of Business at Duke University, where she co-directed the Teradata Center for Customer Strategy. Rogers 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. Rogers earned her Ph.D. at the University of Tennessee as a Bickel fellow.