Creating Customer Value: A series with Peppers and Rogers

Customer strategists Don Peppers and Martha Rogers offer expert advice in these podcasts. Listen on your computer or download for quick tips on long-term and short-term customer equity and building trust with customer strategy. is proud to welcome world-renowned customer strategists Don Peppers and Martha Rogers in a podcast series on Creating Customer Value. In this monthly podcast, Peppers and Rogers will answer FAQs from readers on building trust with customer strategy and customer equity in the short-term and the long-term.

Listen to these podcasts for insight, and ask your own questions of Peppers and Rogers to be answered on an upcoming podcast.

If you prefer to read rather than hear Peppers and Rogers' answers, visit's Ask the Expert pages:

Ask the Expert: Customer equity: Long-term and short-term
Ask the Expert: Building trust with customer strategy


Don Peppers and Martha Rogers are the founding partners of Peppers & Rogers Group and 1to1 Media, a customer-focused consultancy and award-winning publishing group, and they have written seven books on customer value and customer strategy.








Creating Customer Value podcast archive

Understanding customer expectations
Using Web 2.0 technology to build customer loyalty
Relationship marketing and customer equity with Don Peppers
Secrets to success in using technology to optimize your online customer experience
Understanding customer trust and its impact on the customer experience
Building a customer strategy with Martha Rogers
Building the trust of customers with Don Peppers
Linking call center agents and customer profit with Martha Rogers
Customer complaint management with Don Peppers
Creating value for customers and shareholders with Martha Rogers
Customer value management with Don Peppers
Customer equity management tips from Martha Rogers
Tying trust to customer values with Don Peppers
Managing customer profitability with Martha Rogers
Understanding customer behavior with Don Peppers
Maximizing shareholder value through customers with Martha Rogers
Customer value in the long-term with Don Peppers
Measuring customer worth and lifetime value with Martha Rogers
Volume 8: Increasing market share without losing quality, CLV in the entertainment industry
Volume 7: Customer questionnaires for retail; Making good on a bad customer experience
Volume 6: Call center training for Generation Y, benefits of outsourcing
Volume 5: Best practices for firing customers, customer experience management (CEM)
Volume 4: Customer reminders, B2B CRM, prioritizing customers
Volume 3: Punch-card programs, first call resolution (FCR)
Volume 2: Disappearing loyalty, customer standout companies
Volume 1: Business transparency, multichannel marketing, financials of customer equity

 Creating Customer Value, Volume 8


Listen to Don Peppers' advice for a manufacturing company trying to increase market share without compromising quality, a marketer in the entertainment industry who is trying to calculate customer lifetime value (CLV), tips on how to involve the marketing team in developing a customer strategy and advice on how call center agents can build customer equity by engaging customers emotionally.

Download the podcast here: CRM gurus Peppers and Rogers offer advice on building customer trust and customer equity in this podcast.

Click below to listen on your computer or download to your mp3 player for on-the-go expert advice.

Click on the arrow to play the podcast:


Next Steps

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