Beyond Rewards: An Interview with Zsuzsa Kecsmar, Co-founder and Chief Strategy Officer at Antavo AI Loyalty Cloud
Zsuzsa Kecsmar is the Co-Founder of Antavo AI Loyalty Cloud, one of the leading SaaS platforms in the world, and co-author of the Antavo Global Customer Loyalty Report. Practically every company these days feels the need to have a loyalty program of some kind. Anything to keep customers coming back. …
Leading with CX: An Interview with Tom DeWitt, Founder and Executive Director of the XMGlobal Collaborative
Tom DeWitt is the Founder of the XMGlobal Collaborative and co-author of the book “The Customer Excellence Enterprise” by Stephen Shaw The top priority for CMOs this year, according to Forrester Research, is improving the customer experience. That’s right: they now care more about CX quality than brand awareness. Last …
The Loyalty Puzzle: An Interview with Dr. Yuping Liu-Thompkins, Founder, Loyalty Science Lab
Dr. Yuping Liu-Thompkins is one of the world’s leading academic researchers on customer loyalty and the Founder of the Loyalty Science Lab at Old Dominion University. By Stephen Shaw For most marketers it may be the most puzzling question of all. Do they plow more money into demand capture, hoping …
Fixing CX: An Interview with Michael Lowenstein, Founding Principal, The Linkage Group
Michael Lowenstein is a renowned expert on CX and an early pioneer in the development of customer relationship management theory and practice. By Stephen Shaw CX is broken. It has been for years now. The numbers tell the story. The American Customer Satisfaction Index is stagnant, barely above where it …
Humanizing the Customer Relationship: An Interview with Christina Garnett, CX Evangelist and “Pocket CCO”
Humanizing the Customer Relationship: An Interview with Christina Garnett, CX Evangelist and “Pocket CCO” By Stephen Shaw Christina Garnett is a recognized authority on CX with a focus on cultivating “brandoms” and the author of “Transforming Customer Brand Relationships”. In the classic 1976 movie “Network”, TV news anchor Howard Beale …
Digital Campfires: An Interview with Sara Wilson, Founder and Principal, SW Projects
by Stephen Shaw Sara Wilson is a recognized authority on GenZ, digital trends, and building online communities. The big social media platforms that have dominated everyday life for a generation are now becoming a giant melting glacier. Slowly, silently, almost imperceptibly people are drifting away from those platforms to seek …
Why New Products Fail: An Interview with Tony Ulwick, Founder and CEO, Strategyn
Tony Ulwick is a pioneer in job-to-be done theory and practice and the author of the book “Jobs To Be Done” By Stephen Shaw The legendary Harvard Marketing Professor Theordore Levitt is widely credited with saying, “People don’t want a quarter inch drill, they want a quarter inch hole”. Except …
Frictionless Growth: An Interview with Ryan Hamilton
Ryan Hamilton is an Associate Professor of Marketing at Emory University and co-author of the book “The Growth Dilemma” By Stephen Shaw For most mature brands today, the growth playbook looks pretty much identical: find potential first-time buyers who look like the customers you already have amongst the pool of …
The Power of Points: An Interview with Richard Schenker, Founder, Loyal Strategy Consulting
Richard Schenker is a leading expert on loyalty marketing and the original architect of Canada’s most popular points program PC Optimum. “A recent study I saw from Bond Brand Loyalty reported that the average Canadian has about 16 or 17 loyalty programs in their wallet or in their digital wallet, …
Customer Portfolio Management: An Interview with Michael D. Johnson, Marketing Department Chair, Wisconsin School of Business
Interview with Michael Johnson, Marketing Department Chair at the Wisconsin School of Business and the co-author of “Managing the Customer Portfolio”. At the time it just seemed to make common sense. Why spend all this marketing money chasing after new buyers while ignoring the customers you’ve already got? Why not …