Martha Rogers

• 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 middle man. Other businesses can, too. And will.

• 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.

• 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.

• Managing a Successful Customer-Centric Transformation

The key isn’t technology or data or policy. All these things are table stakes. The key lies in the culture of your employees. How to improve and maintain your corporate culture.

• Self-Organizing Your Way to Competitive Success

When a customer problem comes in, you want your employees to swarm the problem and solve it, without top-down direction. Here’s how to make that happen.

• Customer Loyalty: What, How, and Why

What it means to “loyalize” your customers, how to do so, why it’s worth the money, and three important obstacles that must be overcome.

• Using Customer Loyalty to Make Better Short-Term Decisions

The customer’s memory is the most reliable link between the short-term financial effects of current decisions and the long-term shareholder value they might create.

• Are you Loyal TO Your Customers?

Implement CRM processes to make customers more loyal and you’ll almost certainly fail. But do it to improve their lives, and you’ll almost certainly make them more loyal.

• 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.