The Interviews

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 …

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” 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 …

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 …

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 …

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 …

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, …

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 …

Frans Riemersma is the Founder of the marketing technology consultancy Martech Tribe, author of “A Small Book on Customer Technology”, and the co-producer of the “State of Martech Report”. The story of marketing automation over the past three decades or so has largely been one of rapid adaptation to technological …

Chris O’Hara leads the customer data solutions practice at SAP and is the co-author of Data Driven: Harnessing Data and AI to Reinvent Customer Engagement. By Stephen Shaw Back when mainframe computers ruled the world customer data at the individual level was kept under lock and key by the high …