Ep. 121 | How Loyalty Programs Accelerate Recovery
"All loyalty programs have two problems. First, predicting redemptions and second, predicting CLV."
Len Llaguno
Ep 120 | Should you discount during COVID?
"The right discount strategy now is a function of your data maturity and consumer demand during COVID. I made a 2x2 grid to help."
Allison Hartsoe
Ep. 109 | Gifting as a Customer-Centric Strategy with Monika Kochhar CEO of SmartGift
Thank you' gifts have risen 71% in last 2 weeks benefiting IT staff, teachers, employees, nurses and doctors.
Monika Kochhar
Ep. 107 | Customer-centric subscriptions with Trade Coffee’s Mike Lackman
The pipes to create subscriptions are way easier, but running a good subscription model is still really hard.
Mike Lackman
Ep. 105 | Building the DTC channel with Spindrift’s Calvin Lammers
Analysts don't get the credit for the amount of work and insights to empower business leaders. This is a crucial part of our ecommerce team.
Calvin Lammers
Ep. 103 | Customer Tribes with Tim Ash
Have a point of view, a voice, an editorial stance. Authenticity is a huge advantage.
Tim Ash
Ep. 101 | Customer-centric growth with NakedWines.com
A test and learn culture is critical to customer-centric success.
Greg Banbury
Ep. 97 | 1-800-FLOWERS.COM, Inc. 25 years of Digital Leadership
We are not overly attached to any one idea or product. We continuously solve for the customer need, while remaining platform and technology agnostic.
Sumantro 'Sumo' Das
Ep. 90 | Black Friday with Pete Fader
Black Friday is the day when you identify your worst customers and treat them like royalty.
Peter Fader
Ep. 84 | Amazon – Customer-Centric Sales Channel
Advertisers on Amazon can target shoppers based on what we've researched, looked at and bought, or not. This rich audience targeting is not available elsewhere and you don't have to be selling on Amazon to use it.
Kiri Masters
Ep. 82 | Quantifying CX with Michael Allenson
You cannot game customer lifetime value the same way net promoter score can be gamed.
Michael Allenson
Ep. 81 | Customer Data as an Asset with Doug Laney
It's imperative for companies to treat data as an asset - and it meets the definition of an asset - but accountants don't currently allow it.
Doug Laney
Ep. 73 | The Evolution of Marketing Analytics
As the web analytics industry grew up, we discovered people who had been doing marketing analysis for generations.
Jim Sterne
Ep. 67 | Deepening the Customer Experience
At the heart of our company, we care very much about who our customers are, and these are all ways we show them how much we care.
Diane Le
Ep. 63 | Hari Mari’s Valuable Customer Community
There is a healthy argument to be made that if you're just looking at bottom line ROI you won't be a brand for long.
Jeremy Stewart
Ep. 62 | Cultivating Customers with Elea Feit
We're trying to build a relationship with a customer on a 1:1 level - just like the real world.
Elea Feit
Ep. 56 | 3 Marketing Myths with Steven Sashen
There are no best practices. What works for one person may not work for you.
Steven Sashen
Ep. 45 | Activating CLV Marketing at The Bouqs
There's more financial opportunity in the 26% to 85% of the customer base. This is why it's a big focus of ours.
Phil Irvine
Ep. 44 | Generating Quality Customers
Our brand is about feminine strength, inspiration and joy. Our target demo was coming but so were women who were a lot older.
Kate Fernandez
Ep. 39 | Investing in your Customers
Equity isn't about a transaction, it is about customers being more valuable down the road.
Michael Schrage