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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.
Attention, Company Founders: Keys to Avoiding Colossal Marketing Flops
Mon, Jul 25, 2016 — They’re some of the worst American marketing flops of all time: Smith & Wesson Mountain Bikes, Cosmopolitan Yogurt, and Coors Rocky Mountain Water. These three powerhouses are some of the most well-known brands on the planet – and yet they still hit the skids when their seemingly unique and interesting idea failed to meet customer expectations and gain traction in the market.
Are You Eating Your Own Dog Food?
Fri, Aug 21, 2015 — How An Old Microsoft Corollary Holds New Significance For Today’s Digital Marketer When I helped control Bill’s “Gates” many moons ago, as a marketing executive for Microsoft, there was an old nugget of wisdom that I believe offers new relevance for today’s digital marketer. To ensure the quality of its products – particularly in the “go-go” days of the 1980s, when Microsoft was relatively unchallenged in the marketplace for PC software – executives and employees alike were told to “eat their own dog food.”