Dr. Martha Rogers is an acclaimed author and keynote speaker. 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.
Rogers has produced nine international best-sellers with business partner, Don Peppers, that collectively sold well over a million copies in 18 languages. Their book, Extreme Trust: Turning Proactive Honesty and Flawless Execution into Long-Term Profits, (Penguin, 2016) uses real world examples to show how rising customer expectations in a more transparent age have permanently altered the competitive landscape. The fourth edition of their graduate-level textbook, Managing Customer Experience and Relationships, (Wiley, 2017) is out April 26, 2022.
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.
Peppers’ and Rogers’ first book, The One To One Future, (Doubleday, 1993) 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. Today, Martha delivers keynote presentations, workshops, and thought-leadership consulting focused 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. 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.