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From Loyalty Programs to Leadership: What 20 Years in CRM Taught Me About Organizational Growth
Loyalty programs taught many of us how to turn casual buyers into raving fans. My 20 years in CRM and loyalty for brands like Marriott, Amazon, and American Express—and leading a $3B customer platform—taught me something bigger: The same system that keeps customers coming back also keeps your best people from leaving. When growth stalls, most CEOs reach for the usual levers: more demand gen, more recruiting, more channels.
Navigating Economic Headwinds in the Consumer Products Industry
Tue, Apr 15, 2025 — Strategic Moves to Weather Uncertainty with Confidence The U.S. consumer products industry is contending with a convergence of headwinds: elevated inflation, shifting consumer priorities, and a volatile macroeconomic environment. While the instinct in challenging times may be to pause or retreat, the companies that endure and evolve are those that lean in — making strategic choices rooted in clarity, purpose, and value.
Why CPG Companies Will Have to Innovate or...
Wed, Nov 29, 2023 — Challenger brands have nearly doubled the innovation success rate vs. leading brands By: Mike Concannon and Evan Eckman Which business author is famous for the quote “innovate or die”? Peter Drucker, Tom Peters, or Dr. Jack Matson? Answer: All of the above. It was a fundamental business principle for the past century. So why has the collective wisdom of these contemporary business authors seemingly been forgotten by the big CPG companies this century?
More Returns = More Sales? Amazing!
Thu, Nov 5, 2020 — How do you decide who your “favorite” online merchants are? With online ordering going through the roof, online brands and sellers have been focused on the best customer experience. They have focused on the “front end” – an easy to use web site, wide selection of items, and fast delivery, maybe even one or two days.
Keeping Up With Technology
Thu, Jun 18, 2020 — According to a recent study by Chief Outsiders, a national business strategy consulting firm, 88% of Chief Marketing Officers (CMOs) see difficulty in staying ahead of technological advancements.