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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.
Beating Industry Benchmarks
Fri, Jul 18, 2025 — In my previous blog, I discussed a fast way to assess relative marketing performance, and covered proven approaches to improving six industry benchmark-based Key Performance Indicators (reach, share, engagement, loyalty, pipeline, and progression) that can boost overall marketing effectiveness. Today, I’m going to review some of the key findings from recent research around Marketing benchmarks. I’ll select key metrics from each of these three benchmarks and their implications for optimizing marketing performance.
Rapid Marketing Performance Improvement
Mon, Jun 23, 2025 — With tariffs, the Middle East and trade tensions increasing the odds of a near-term recession and persistent inflation, it's more important than ever for CEO’s to increase marketing’s overall performance and the ROI of every marketing dollar spent. I created the Marketing Performance Index and Assessment to help CEO’s and their organizations quickly assess relative marketing performance. The Marketing Performance Assessment is an objective way of quantifying the impact of Marketing.
A CEO’s Guide to Marketing Performance | Measuring Performance (and Underperformance)
Thu, Feb 6, 2025 — Part 3 of A CEO's Guide to Marketing Performance In the marketing world, performance is the difference maker - not experience, expertise, effort, or endurance, just results. This article is about how to address underperformance in the three major measurement components (Market Presence, Brand Strength, and Pipeline Health), and six key performance indicators (reach, share, engagement, loyalty, pipeline, and progression).
A CEO’s Guide to Marketing Performance | Metrics Matter
Thu, Jan 9, 2025 — Part 2 of A CEO's Guide to Marketing Performance Metrics matter now more than ever. As a six-time CMO over a 16-year career, I’ve tracked dozens (actually hundreds) of metrics and found that many measures are ultimately meaningless or only matter to marketers.
7 KPIs That Should be in Your 2024 Growth Plan
Fri, Nov 3, 2023 — Article 4 of the 7-part series: Accelerating Growth In 2024 with Strategic Business Planning By: Scott Wright and Jack Bowen For modern-day businesses, establishing measures is not just a good idea – it’s a downright necessity. In fact, a poll of executive leaders found a nearly unanimous agreement that key performance indicators (KPIs) are essential to gauge the pulse of broad business goals.
Eliminate Marketing Info Overload with These 10 KPIs
Mon, May 1, 2023 — Not one of you reading this blog would disagree: We live in a world of information overload. At your company, data likely streams in by the petabyte – sales figures, consumer habits, competitive information, big picture, small picture, and so forth.