Return on Behavior Magazine
Home for marketing and customer service professionals


James Digby

For several years James has been involved in startup and entrepreneurship throughout the world. James ever growing network amongst marketing wizard’s, VC’s and startup gurus is invaluable. James is a thought after keynote speaker with strong opinions on all things startup related with recent events with Athens, Moscow, Amsterdam and London. 

TeleFaction A/S

TeleFaction is an international privately owned, Danish company founded in 2002. We deliver Return on Behavior®, a patented concept that helps large organizations drive growth and increase profitability through improved customer loyalty. Our clients believe that the process of becoming customer-centered starts from acknowledging that their performance for service can always get better.

Our team of experts within Customer Experience Management produce surveys, gather and analyze data on your customers’ level of satisfaction at all contact points. These measurements are used to understand the clients´ needs in order for you to create positive customer service that guarantees retention. As a result, you also increase employee engagement, sales efficiency and improve your product and services.

This is because, at TeleFaction, we know that the bottom line of any effective customer service strategy is the maintenance of a constant corporate message that managers, employees, and customers understand and trust.

Seth Godin

Seth Godin is a bestselling author, entrepreneur and agent of change.  Godin is author of seven worldwide bestselling books: Permission Marketing, Unleashing the Ideavirus , The Big Red Fez, Survival is Not Enough, Purple Cow, Free Prize Inside, and All Marketers are Liars.  His latest book is called Small is the New Big.

Seth is a renowned speaker as well. He was recently chosen as one of 21 Speakers for the Next Century by Successful Meetings and is consistently rated among the very best speakers by the audiences he addresses.  Seth was founder and CEO of Yoyodyne, the industry's leading interactive direct marketing company, which Yahoo! acquired in late 1998.

He holds an MBA from Stanford, and was called "the Ultimate Entrepreneur for the Information Age" by Business Week.  Godin is founder and original squid at in his spare time.

More information:

Adele Sommers

Adele Sommers, Ph.D. is the creator of the award-winning "Straight Talk on Boosting Business Performance" success program, and specializes in helping people align their life passions with their business purpose. To learn more about her tools and resources and sign up for other free tips like these, visit her site at   Adele Sommers, Ph.D. Creator of the award-winning "Straight Talk on Boosting Business Performance" step-by-step success program Ph: 805-462-2199  Fax: 805-462-2187  Email:  [email protected]

Bill Capodagli

Capodagli Jackson Consulting is an independent company dedicated to the preservation and implementation of Walt Disney's original success principles featured in our best-selling book, The Disney Way. Cited by Fortune magazine as "so useful, you may whistle while you work." and a BEST BUSINESS BOOK; Phone +01 800-238-9958


Imagine a world without Walt Disney.  No Mickey Mouse, Minnie Mouse, Donald Duck, or Goofy.  No Disneyland or Walt Disney World.  No Snow White, Cinderella, no animated featured films.  A world with far too little magic, pixie dust and optimism.  But there was a Walt Disney and we are pleased to have one of the foremost experts on Walt’s success formula and co-author of the newly revised and updated edition of The Disney Way: Harnessing the Secrets of Disney in Your Company, Bill Capodagli.  Bill brings to us over thirty years of consulting, research, and teaching experience.  For over twenty years, Bill has benchmarked the Walt Disney Company and assisted scores of organizations revamp their customer service standards, and increase market share and productivity using Walt’s original credo for success.  Fortune magazine touts The Disney Way as “so useful, you may whistle while you work.”  Bill is the most requested keynote speaker on Walt Disney’s original success credo.  

The revised edition of The Disney Way features seven exciting organizations including Griffin Hospital, Men’s Wearhouse, Four Seasons Hotels, and Ernst & Young.  All of these iconic organizations share a distinctive cultural attribute
. . .they all exhibit Walt Disney’s success principles.


Capodaglie Jackson Consulting 2009
[email protected]
Phone +01 800-238-9958


William Cusick

William Cusick is CEO and founder of Vox, Inc., a Chicago-based customer experience consulting firm. His new book is "All Customers Are Irrational: Understanding What They Think, What They Feel, and What Keeps Them Coming Back."

This article was originally published on:

Check out William Cusick's Webiste:


Blaine Millet

Blaine Millet is the President and a co-founder of Customer Experiences Inc., an organization focused on both Strategy and Execution. They are focused on the relentless pursuit of helping others achieve unsurpassed levels of Customer Loyalty, Employee Loyalty, Profitability, and Differentiation.

Prior to Customer Experiences Inc., Blaine worked for companies from the Fortune 50 to start-ups, including the Big 5 and IBM. He has held various roles in leadership, management, sales as well as being an individual contributor. His consulting background has been focused on strategy, customer experiences and process improvements. He also holds an MBA in marketing and finance.

His specific industry experience includes High Tech, Software, Professional Services, Telecommunications, Financial Services and Manufacturing/Distribution.

Customer Experiences Inc.

(+01) 425.260.6264 (m)

(+01) 425.881.8504 (o)

[email protected]

Bob Lucas

Robert (Bob) W. Lucas is President of Creative Presentation Resources, Inc, a creative training and presentation products company in Casselberry, Florida. He has over three decades of experience training adults. He is a very active in ASTD and is a past president of the Central Florida Chapter. He has written and contributed to twenty-seven books, including Creative Learning: Activities and Games That REALLY Engage People; People Strategies for Trainers: 176 Tips and Techniques for Dealing with Difficult Classroom Situations; The Creative Training Idea Book: Inspired Tips & Techniques for Engaging and Effective Learning and The Big Books of Flip Charts. He is also listed in Who’s Who in the World, Who’s Who in America, and Who’s Who in the South and Southeast.

For more information on creative training and products, visit:,, or

You can also email Bob at [email protected]


Bob Selden

Bob Selden is the author of "What To Do When You Become The Boss" - a self help book for new managers and over 50 articles on management and leadership. Bob currently coaches at the International Institute for Management Development in Lausanne, Switzerland and the Australian Graduate School of Management, Sydney, Australia. More info:     Send an email to Bob Selden

Catch up with Bob's new book "What To Do When You Become The Boss" at: Get all the latest leadership and management news (including resources and free tools) at:

Chris Stiehl

Chris Stiehl is an author (co-wrote Pain Killer Marketing with Henry DeVries), teacher (teach marketing and market research at the University of California, San Diego) and consultant (with several Fortune 500 clients). He has worked for Polaroid Corporation, Cadillac Division of General Motors, and Pacific Gas & Electric Company before entering the consulting arena. He was a member of the team at Cadillac that won the Malcolm Baldrige National Quality Award in 1990. My website is   Co-Author (with Henry DeVries), Pain Killer Marketing(WBusiness Books, April, 2008) Founding Partner, Blue Velocity Partners President, StiehlWorks (619)516-2864

Cindy Solomon

Nationally recognized Speaker, Consultant and Executive Coach Cindy Solomon provides inspiring keynote presentations, transformative workshops, and world class executive coaching programs to help you create long-term, profitable relationships with your customers, your leaders and your employees. More info: Currently, Cindy is President of Solomon & Associates, Inc., an organization dedicated to creating high performance leaders, developing highly effective employees and building truly customer-focused organizational cultures. She is known for her witty, motivational and fully customized delivery, which allows your attendees to build their knowledge base, while building their enthusiasm for productive change, life-long learning and exceptional customer service Cindy Solomon is one of the most sought after leadership and customer loyalty speakers in the country.

Over the past two decades, she has helped literally thousands of individuals and hundreds of organizations like yours build bottom line results by creating profitable, long-term relationships with customers, leaders and employees alike. Cindy's innovative speaking programs were born out of personal insights from her time as a senior leader in corporate America and the vast experience she has gathered as a renowned strategic consultant. The combination is a powerful mix of engaging examples and motivational advice that enables you to create more courageous leaders and extraordinary levels of service. Whether you operate in the corporate sector, public sector or professional association arena, your members or employees are sure to gain energy and momentum from Cindy's humorous and compelling insights on the current business landscape and what we can expect in the future. Cindy's talents as a meeting facilitator and panel discussion leader can produce highly productive, bottom-line oriented meetings that enable your organization to develop the leaders and create the culture necessary to survive - and thrive - in today's volatile business environment. Respected enterprises for which Cindy has facilitated meetings include: Cisco, Eli Lilly & Company, Oracle, Genentech, WPO, WBENC, Microsoft, the University of Phoenix (Apollo Group), Telluride Ski & Golf and WITI. As a co-founder and active participant in The Women's Success Forum, Cindy has also had a powerful impact on thousands of woman leaders around the country.   Cindy's insights have appeared in PINK magazine, More magazine, The Denver Business Journal, NSAA magazine, NGCOA magazine, The Naked Truth: A Manifesto for Working Women, The Transparency Edge, Women On Top and Extreme Excellence and more. Cindy's book, Creating a Culture of CourageTM, is due out in 2009.

Dave D'Arcy

Dave D'Arcy has many years experience in senior customer service and contact centre roles across a number of industries and market sectors. Dave has a successful track record in areas including; operational turnaround, start ups, change management, relationship management, outsource selection and management as well as general customer service and contact centre management.


In 2007 Dave launched "Callen Customer Management Ltd" as a customer service consultancy and interim management company. For further information Dave can be contacted in the UK on +44 7901904373 or at [email protected]

David Meerman Scott

David Meerman Scott is a marketing strategist, keynote speaker, seminar leader, and the author of the award-winning BusinessWeek best-selling  book The New Rules of Marketing and PR: How to use news releases, blogs, viral marketing and online media to reach buyers directly, which is being published in 24 languages and the new hit book World Wide RaveCreating Triggers that Get Millions of People to Spread Your Ideas and Share Your Stories. He is a recovering VP of marketing for two publicly traded technology companies and was also Asia marketing director for Knight-Ridder, at the time one of the world's largest newspaper and electronic information companies.

David has lived and worked in New York, Tokyo, Boston, and Hong Kong and has presented at industry conferences and events in over forty countries. Check out his blog at or download his free ebook The New Rules of Viral Marketing: How word-of-mouse spreads your ideas for free at

David Rance

David Rance is director of Round (UK), a company specialising in helping organisations become more customer-centric. Round is a leader in capability management models and software tools that enable organizations to align at their chosen level of customer centricity. Round’s products and tools enable companies to understand for themselves where they are on the journey to customer-centricity, where they need to be and how to get there.

Round’s clients include T-Mobile Group, NTL, Dell and Abbey. David has held senior positions in sales, marketing, IT and customer care in the UK and US for organisations such as IBM, Wang and BT Cellnet. As well as an InsightExec partner, David is also the customer centricity guru for CustomerThink, an international speaker and author as well as an advisor for Greater China CRM.


David Rance
Director, Round (UK) Ltd - Improving the customer experience - by design
Email: [email protected]

Donn Kirst

Donn Kirst is a customer loyalty and leadership trainer based out of Las Vegas, Nevada. Donn has spent the last 16 years of his life studying from the masters of personal development, leadership, and customer loyalty. In addition he loves to learn from hospitality organizations that “wow” the customers. He currently works and trains with some of the most prestigious customer service orientated service businesses in the world. The mission of his training organization is to help transform businesses through helping to shift the way people think, believe, and act.

Email: [email protected]
Tel.: (+01) 702 287 2894 


Don Tapscott

Don Tapscott, one of the world's leading authorities on business strategy, is Chief Executive of international think tank New Paradigm. New Paradigm, founded in 1993, produces groundbreaking research focused on the role of technology in productivity, business design, effectiveness and competitiveness. Tapscott recently completed a $4 million investigation of how firms will innovate in the 21st Century entitled IT and Competitive Advantage, funded by 22 global corporations. The project continues in 2006. Tapscott is the author of 10 widely read books about information technology in business and society, including Paradigm Shift, Growing Up Digital and The Naked Corporation. His new book (coming January, 2007), co-authored with Anthony Williams, is Wikinomics: How Mass Collaboration Changes Everything. He is also adjunct professor of management at the Joseph L. Rotman School of Management, University of Toronto. His clients include top executives at many of the world's largest corporations and government leaders from many countries. He holds a Master's degree in Research Methodology and an (Hon.) Doctor of Laws. Find out more about Don Tapscott at the New Paradigm website Visit: Email to Don's assistant:  [email protected]

Donna Cutting

Donna Cutting, President and CEO (Chief Experience Officer) of Donna Cutting Presents!, is a nationally recognized expert in employee engagement and extraordinary customer service. A stage actress turned author and professional speaker, Donna helps leaders create places where employees get Standing Ovations and customers get Star Treatment.

She is the author of The Celebrity Experience: Insider Secrets to Red Carpet Customer Service, published by Wiley. Donna went right to the source – Hollywood -  spending a year and a half interviewing people who own, manage, or work for companies that cater to the Tinsel town elite to learn what “real world” businesses can do to provide celebrity-caliber service.

As a professional speaker, Donna is anything but ordinary!  Combining her experience in the theater and her passion for fun, she delivers her content in a high energy style with her trademark enthusiasm.  Her presentations mix include hilarious Keynote Theater™ bits, side-splitting song parodies and exceptional audience interaction. Donna combines her dramatic, fun and humorous style of presenting with easy and action-oriented/practical ideas and strategies that people can implement immediately.

Donna doesn’t provide a speech, she provides an experience.

And when Donna speaks, it’s the AUDIENCE that’s the STAR of the SHOW!

Prior to becoming a speaker and author, Donna spent almost two decades managing creative programs and leading employee engagement initiatives in the healthcare field. She was also the owner of Whimsical Notions Interactive Theater company and performed one woman shows for children and adults across the state of Florida for four years.

The Past President of the National Speakers Association of Central Florida, Donna was recently named the winner of the prestigious Rosita Perez Spirit Award, and was elected Chapter member of the year in 2003. Donna is a member of Athletes and Executives, the Association for Applied and Therapeutic Humor, and Recognition Professionals International. She is a volunteer dreamweaver for Second Wind Dreams, an organization that helps make dreams come true for elders living in nursing homes and assisted living communities.

Donna lives in St. Petersburg, Florida with her husband and best friend, Jim and their Maltese puppy, Snowball.


Doug Leather

Doug Leather is the CEO of REAP Consulting (Pty) Ltd in Johannesburg, South Africa and a director of REAP Consulting Ltd in London. REAP are global Customer Management experts specializing in the development of programmes that build business health by optimizing Customer Management.


Leather is an accomplished Marketing and Customer Management specialist with over 25 years experience in business and acknowledged as a leading expert and thought leader in customer centricity. He has deep insights into customer management competency assessment, best practice application, customer experience and business performance improvement, helping enterprises understand how they can conceive, plan, develop, manage, drive and/or repair customer management programmes. The primary focus of his client work today is built upon his detailed understanding of the practical application of customer management in different geographic territories, markets and industries.
Leather’s background is diverse with engineering and commercial qualifications. He has personally experienced the challenges of small entrepreneurial business as well as large corporate.
Leather facilitates the South African Chapter of Customer Futures which is a Customer Experience thought leadership forum, has hosted a radio talk show and published numerous articles in the field of Customer Management. He is an International Speaker, developing customized talks dealing with the broad topic of Customer Management and Marketing Efficacy. He holds Professional Membership status with NSASA (National Speakers Association of South Africa) and is a member of the US based CustomerThink Corp advisory council.

Doug says of himself:

Great Customer Experience is the very essence of Customer Management. The market today is characterized by increasingly competitive pressures and increasing commoditization. The only way for organizations to build sustainable competitive advantage today is through deep understanding of the value and need of the customer. Customers are not all created equal – let’s face it. I am passionate about working with organizations that recognize these facts and are willing to embed and operationally the principles of Customer Management within the DNA of the organization. Sustained, Superior Business Performance is largely the result of an organization that displays competence in effectively managing its Customers and Prospects.


REAP Consulting (Pty) LtdP O Box 68520, Bryanston
M: +27 (0) 83 3271010
T: +27 11 4694274
F: +27 11 4690595
Email: [email protected]

Drew Stevens

Drew Stevens Ph.D. assists organizations to dramatically accelerate business growth. A keynote speaker, author, and workshop facilitator, Drew conducts over 50 presentations per year. He is also the author of 100 articles on sales, customer service and selling strategy and is interviewed and quoted frequently in the media, with periodicals such as Personal Selling Power and Sales and Marketing Management, The New York Times, The New York Daily News, and Chicago Tribune. You can reach him at through his website at or his blog

Francis Buttle

Dr. Francis Buttle is Managing Director of Francis Buttle & Associates, Research Director at Listening Post and Adjunct Professor of Marketing and Customer Relationship Management at Macquarie Graduate School of Management, all of which are based in Sydney, Australia. He was also the world’s first Professor of CRM, at Manchester Business School in the UK.  He has degrees in management science, marketing, and communication. His PhD is from the University of Massachusetts.

Francis has consulted for several private sector and public sector organizations recently, on projects ranging from customer profitability analysis to the development of service level guarantees, and the design and roll-out of a world’s best practice complaints-handling system.

Francis has written 5 books, the latest of which is ‘Customer Relationship Management: Concepts and Tools’. In addition he has authored about 300 papers in practitioner and academic journals. Much of his more recent research has focused on important customer-related matters such as word-of-mouth and complaints management.

As an academic, Francis taught MBA-level courses on CRM, services marketing and marketing management, and ran many customized and off-the-shelf executive-level short courses on CRM and marketing. Francis still works with a number of doctoral students on the research topics of CRM effectiveness, word-of-mouth customer referrals and business-to-business relationship dynamics. He is an elected Fellow of the Chartered Institute of Marketing in recognition of his service to the field.


Dr. Francis Buttle
Managing Director, Francis Buttle & Associates P/L
Post: PO Box 325, St Ives, NSW 2075, Australia
Street: 23 Mungarra Ave., St Ives, NSW 2075, Australia

Email: [email protected]


Fredrik Abildtrup

Fredrik Abildtrup is the CEO of TeleFaction. He is a seasoned customer experience and Return on Behavior specialist. Currently he is responsible for the growth and internationalization of TeleFaction. Moreover he assists TeleFaction clients in improving customer loyalty, reducing churn and increase cross-sales across customer service contact points. TeleFaction primarily caters to European businesses in the telecom, financial services, energy, travel and transport industries.

He has many years of  business experience, primarily in sales and management. Most recently as the Division Exeuctive with T-Systems Denmark, a sister company to Deutsche Telekom, where he was responsible for more than 100 employees.

Fredrik Abildtrup graduated from the Copenhagen Business School with a degree in International Marketing and Management. Moreover he has a master's degree in International Business obtained via the CEMS-programme at the Universität zu St. Gallen in Switzerland.


Gerry McGovern

Gerry McGovern's company, Customer Carewords, has a unique solution that identifies the words that drive customer action once they arrive on your website. Visit:



Gerry is widely regarded as the number one worldwide authority on managing web content as a business asset. He has spoken, written and consulted extensively on web content management issues since 1994.

In 2006, he was described by The Irish Times as one of five visionaries who had had a major impact on the development of the Web. (The other four were Tim O'Reilly, Vint Cerf, Tim Berners-Lee, and Nicholas Negroponte.) In 2006, he received the Educational Contribution award from the Irish Internet Association.

In 2004, he was included in the 100 most influential figures in e-commerce in the UK and Ireland, as part of "An Internet Decade", which was organized by NOP World and E-Consultancy. In 2000, he received the Web Ireland Internet Industry Person of the Year award. He is a founding member of the Irish Internet Association and the Content Management Professionals Association.

Gerry has written four books. In 2001, he published two books with Financial Times Prentice Hall, entitled: Content Critical and The Web Content Style Guide. Design Research News stated that Content Critical "should be on the reading list of every course in Web design." Knowledge Management Review described it as a "bible" of content management.

In 2006, he published Killer Web Content (Bloomsbury / A&C Black). Suzanne Sowinska, Manager, Content Publishing Excellence, Microsoft Corporation described it as "essential reading". Bev Godwin, Director, The U.S. Government's Official Web Portal, said about the book: "Genius! Gerry McGovern gets it! If you read ONE book on managing a Web site, this is it."

Gerry has been nominated as best overall speaker at numerous conferences. He has spoken about content management at hundreds of conferences and workshops in 35 countries.

Previously, he was founder and chief executive officer of Nua, a developer of content management software and solutions. In 1996, Nua received the Best Overall World Wide Web Business Achievement award from the European Union.

Since 1996, Gerry has written "New Thinking", a widely read weekly email newsletter covering the role of content on the Web. In 1999, Gerry published The Caring Economy (Blackhall Publishing), which was voted 25th out of the top 50 new economy books by Middleton/Capstone.

Gerry holds a BSc Man. (2:1) from Trinity College, Dublin, and lives in Dublin, Ireland.

Gerry has appeared on BBC, CNN and CNBC television, partaken in various radio shows, and featured in numerous print media publications.

Glenn Gow

Glenn Gow founded Crimson in 1991. He has consulted on strategic marketing issues for some of the most successful companies in the world (including Adobe, BEA, Cisco, HP, IBM, Intel, Microsoft, Oracle, Seagate, Sprint, Sun and Symantec), as well as dozens of emerging companies. Under his leadership, Crimson achieved “Inc. 500” status when Crimson became one of the U.S.’s fastest growing companies.


Crimson Consulting Group provides strategic marketing consulting services to some of the most successful companies in the world.Our clients include Adobe, BEA, Cisco, HP, IBM, Intel, Microsoft, Oracle, SAP, Seagate, Sprint, Sun and Symantec.To contact us about this or other topics of interest, please


Email:[email protected]

Gordon Adler

Dr. Gordon Adler is Managing Director of Adler Way, a leadership and strategic communications and case writing company. Founded in 2006, Adler Way  helps international organizations and individuals meet their communications challenges. Dr. Adler is an expert in strategic, corporate and leadership communications, managerial storytelling, development program design, and writing for business and management. He is a sought-after speaker, coach, consultant, teacher and facilitator.

    * Adler Way works with corporate universities and business schools to design and write customized case studies

    * Adler Way runs leadership communications sessions for companies, corporate universities and business schools. These include follow-up one-on-one and small-group coaching.

    * Adler Way helps managers learn to use storytelling for high-performance communication, whether in crafting their key messages, making speeches or presentations.

    * Recent Adler Way projects and workshops: writing a series of cases for in-company development and recruiting programs, creating an integrated strategic communications plan, crafting a sustainable company story, strategic messaging, corporate storytelling, effective presentations, writing for clarity and impact, managing virtual teams, using social media to improve internal and external communication.

Current corporate clients include Avenir Suisse, APM Terminals, Barry Callebaut, Credit Suisse and Credit Suisse Business School, Deutsche Bank, Holcim, Praesta Consulting, Swarovski, Tetra Pak and  Vasco Data Security. Business School clients include Glion Graduate School, IMD, St. Gallen Management Institute and ZfU International Business School. Private clients include a number of management professors and senior managers.

Dr. Adler has edited more than one thousand cases studies, trained in more than 50 case writing workshops five-hundred faculty members, research associates and senior managers in the art of case writing and case teaching. He has written more than 50 in-company case studies, as well as three best-selling case studies for the Harvard Business Review. He has co-authored two business books: Winning at Service: Lessons from Service Leaders and Sharing Wisdom, Building Values: Letters from Family Business Owners to Their Successors. Most recently, he contributed a chapter called The CCO: Chief Communications Officer—Shaping Stakeholder Perceptions to the forthcoming edited collection, IMD on the Executive Challenge.  His article, The Art of Messaging, recently appeared in ALPHA, a Swiss Management Weekly. Ten Steps to Purposeful CommunicationLeadership Communication (working title), is under revision. recently appeared in European Business Forum (EBF).

Before starting Adler Way, Dr. Adler was Director PR & Communications at IMD (International Institute for Management Development in Lausanne, Switzerland) and part-time leadership communications professor. Dr. Adler also served as IMD's Senior Writer and Manager of Special Projects, focusing on communications, writing and “intellectual midwifery.” He worked with IMD faculty and business publishers to produce IMD cases studies, management articles and books.

Dr. Adler has been a professional ski racer, Director of a Ski Racing Academy (USA), Director of an international school, Professor of Communications and Human Resources Management at the University of Massachusetts (USA/Switzerland), teacher, freelance business writer and communications coach and consultant.

Dr. Adler has a BA degree from Harvard University, an MA from the Boston University Honors Writing & Literature Program, credits toward an MBA in Managerial Accounting, City University, Zürich, and a Doctorate in Business Administration (Strategic and Corporate Communications) from the University of South Australia.

Email: [email protected]

Graham Hill

Dr. Graham Hill about himself:

I have worked at the forefront of CRM thinking for over 20 years with major management consultancies and as an independent CRM consultant. My specialties include financial services, telecoms, automotive and aviation industries, and the public sector.

My current work is in the area of Customer Value Management – working with clients to optimize value creation from their CRM investments

I am as Associate at CACI Sophron, the resident Customer Value Management guru at CustomerThink, formerly CRMGuru, (, the leading independent CRM portal and an international advisor at Greater China CRM (, the leading Chinese CRM portal.

Experience in all aspects of CRM, Customer Experience Management and Customer Co-creation, in particular, pilot project management, large-scale change management, organisation development, management training, M&A due diligence


Dr. Graham Hill
CACI Sophron, a division of CACI UK Limited
graham.hill (AT)

Customer Value Management Guru

International Advisor
Greater China CRM

Jens Ørnbo

Jens Ørnbo is a Director & Partner with 3rdDimension. Based in Copenhagen, he is also the co-author of the book Experienced Based Communication.  For more information about Mr. Ørnbo and 3rdDimension, check out

Jill Griffin

Jill Griffin's clients call her The Loyalty Maker® for good reason.  Since 1988, she has led Austin,Texas-based Griffin Group, helping firms world-wide build fiercely loyal customers.  Clients served include Microsoft, Dell, Toyota, Marriott, Hewlett Packard, Days Inn, Wells Fargo, Western Union and Sprint.

Her book, Customer Loyalty was named to Harvard Business School’s “Working Knowledge” list and has been published in six languages.  Her co-authored book, Customer Winback earned Soundview's "Best Books" award. 

Jill is a corporate board director for Luby’s Corporation, a NYSE company.  She has served on the marketing faculty at the University of Texas McCombs School of Business and is a frequent guest lecturer there today.  Jill is a Magna Cum Laude graduate and Distinguished Alumna recipient of the University of South Carolina Moore School of Business from which she holds her MBA.

Jill Griffin – The Loyalty Maker®
2727 Exposition Blvd. #119
Austin, Texas  78703
V:  512 469 1757
F:  512 482 0022
[email protected]

Jim Barnes

Dr. James G. Barnes is a consultant, speaker and author on customer relationship strategy and metrics, and on the creation of value for the customer. Barnes operates Barnes Marketing Associates, Inc. from his base in Canada. His latest book is called: Build Your Customer Strategy (John Wiley & Sons).

International speaker and consultant, Dr. Jim Barnes helps companies become more profitable. How?

* By providing customer insight for genuine, more profitable relationships.

* By using customer insight to maximize your company's investment in CRM.

* By helping your organization better understand how to create genuine value for customers.

* By helping you come to occupy a more meaningful place in the lives of your customers.

"Everything I know about marketing I've learned from customers."


Jodie Monger

Jodie Monger, PhD is the President of Customer Relationship Metrics (Metrics).  Her formal education is in the disciplines of Consumer Behavior, Statistics and Research Methodologies.  She is recognized as the inventor of real-time customer experience surveying in the contact center industry.  

Dr. Jodie is a frequent and requested speaker at numerous industry events and conferences.  She has co-authored several books and dozens of articles that have been published throughout the world.

Phone:+1 (703) 883 009

Email: [email protected]

Joe España

Joe España is Managing Director of Performance Equations, a specialist organisational development and change consultancy working in the UK and internationally. They help companies and individuals become more successful by directly linking strategy to people and business performance. Joe and his colleagues focus on three key areas: organisational effectiveness, high performance leadership and talent management, strategic team development and service excellence.

For a free information pack call 01252 545171 or email [email protected] stating your particular area of interest. To find out more about Performance Equations and how they help organisations build their service-profit chain, visit

Karsten Fogh Ho-Lanng

Karsten Fogh Ho-Lanng is Nordic Research Director at IDC, the premier global provider of market intelligence, advisory services and events for the information technology, telecommunications and consumer technology markets. He is responsible for the Nordic research and consulting business, as well as for carrying out his own research within IT and telecommunications.


Ho-Lanng is respected and quoted in the Nordic IT- and Telecom industry for his opinions about, among other areas, the development in the IT Services and Outsourcing markets. He is frequently invited to speak at both IDC and customer events.

He is member of the Advisory Board for BA in Information Management at Copenhagen Business School, and writes a bi-weekly column in Computerworld Denmark.

Ho-Lanng has an extensive background in both IT and telecom industries, along with several years' experience from Danish B2B publishing houses. His IT and telecom experience includes working as a consultant and project manager for PPU Maconomy; a senior management consultant in TietoEnator Consulting; a crm-, marketing manager and business development manager in Telia Networks.

Ho-Lanng has a diploma degree in marketing management from Copenhagen Business School.
You can reach him directly at [email protected]

Leanne Hoagland-Smith

Are you where you want to be? Why not build loyal customers by aligning strategies, systems and people? Call Leanne Hoagland Smith at 219.759.5601 for a free customer loyalty and begin to unlock those results that you deserve.

Read a business building weekly column at:
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Leonard Buchholz

Leonard Buchholz is a Certified Trainer, Speaker and Author. Seminars include subjects like Customer Service, Management and Communications.  Reach him at [email protected], call him on +1 760-529-5635 or visit

Liz Tahir

Liz Tahir is an international marketing specialist, conference speaker, and business writer, based in New Orleans LA, USA.  She works with companies on marketing strategies, management growth, including negotiation skills, and customer service.  Liz can be contacted at: [email protected]; website:

Liz Tahir
[email protected]
201 St. Charles Ave. #2500
New Orleans LA 70170 

Martin Roll

Martin Roll - Brand strategist Martin Roll is a world-renowned thought-leader on value creation through excellent leadership driven by tremendous global experience and insights. He facilitates business leaders and organizations to think bold for future strategies. By focusing on building and managing successful businesses through iconic brands, Martin Roll helps boardrooms to enhance shareholder value and create sustainable competitive advantage. More info: The Boardroom View Martin Roll delivers the combined value of an experienced international business strategist and a senior advisor to corporate boards and top-management teams of Fortune 500 companies. He is the CEO of VentureRepublic, a leading strategic advisory firm. Martin Roll also brings more than 15 years of management experience from the international advertising and branding industry. He holds an MBA from INSEAD. Value-driven knowledge Martin Roll offers rare but truly unique insights drawn from his experiences in advising boardrooms of global corporations for more than 15 years. He expertly strides the industry-academia continuum and delivers superior value to his global audiences. He is a frequent guest lecturer at leading global business schools INSEAD (Singapore and France) and CEIBS in Shanghai. Martin Roll, through his focus on nurturing leadership at the boardroom level, successfully guides corporations in enhancing shareholder value. Impact-driven style Martin Roll is not only a highly accomplished speaker and presenter but as well a talented and well trained moderator of panel discussions and roundtables. He is a valuable contributor to any senior management forum, conference or discussion on the subject of leadership, innovation, growth, organisational excellence and brand equity, its close link to management and how it drives outstanding performance through shareholder value. New thinking Martin Roll is the author of the international bestseller Asian Brand Strategy, a very compelling book of frameworks for creating successful Asian brand leadership and the winning formula for any boardroom.  His next book, due to be published in 2008, looks at value creation through brand equity and how this guides leadership and performance at boardroom level. Culture-driven insights Martin Roll represents a culturally diverse profile with his globe trotting career spanning different regions of the world. Currently based in Asia, he travels extensively to all parts of the world (500.000 miles yearly) and represents in-depth knowledge and perspectives of fast-growing Asia and its diverse opportunities and cultures. Many "experts" often fail to engage audiences due to lack of local knowledge and insights, and/or they address audiences in the West claiming to know Asia very well. But few actually have that expertise. Martin Roll effectively bridges this divide and mixes his strengths on boardroom integrity and global leadership experience with cultural-driven insights. Contact and more info If you want to contact Martin Roll, he can be reached at [email protected].

Mats Rennstam

Expert on contact centre trends Mats Rennstam has 20 years experience from the contact centre industry, working all over Europe with companies such as Teleperformance International and Frost & Sullivan. He became Managing Director in Bright UK Ltd 2004 and has been a key note speaker at several events over the last years speaking about contact centre trends in general and performance management in particular. Swedish by origin Mr Rennstam is based in London since 1998.

The organisation Bright
Bright is a leading independent consultancy that also produce the benchmarking survey Bright Index®. The consultancy practise focuses on development and improvement of contact centres. Bright Index delivers key performance indicators of contact centres in different sectors from all over Europe. The results form a platform for participants' target setting and improvement plans.  The end goal is to significantly improve the customers' competitive edge.

Contact info
You can contact Director Mats Rennstam by email or phone:

Email: [email protected], Direct Tel: 0207 9784506, Mobile: 07986 767388         


Ben McConnel & Jackie Huba

Ben McConnell and Jackie Huba are authors of "Creating Customer Evangelists" and the new book "Citizen Marketers". More information can be found at

Michael Leander

Michael Leander , CEO of Michael Leander Company, is a customer lifecycle marketing automation expert  and a marketing innovator. He is also an author and a speaker on subjects such as marketing automation, marketing performance metrics, customer loyalty marketing strategies and effective internet marketing strategies. More information about Michael Leander:

A blog for Marketing managers

MarketingTelly TV Channel - hundreds of edutaining, educating, inspirational videos and films

With more than 20 years of managerial and operational experience from three continents, Danish born Michael Leander is an award winning marketing speaker, an integrated marketing expert and a marketing innovator. 

Combining experience from the client side and the consulting/agency side, and having consulted to major-league clients across a variety of industries, Michael Leander is a highly insightful, innovative and productive top-level marketing speaker and marketing consultant.

Speaker, educator and mentor
He has spoken at hundreds of seminars and conferences in more than 40 countries, written hundreds of articles, lectured at numerous educational institutions, and is frequently quoted in leading marketing and IT industry publications.  He also assists talented entrepreneurs in a capacity as board and/or advisory board member to share his experience in a mentor capacity. Check out his upcoming speaking engagements here 

Michael Lowenstein

Michael Lowenstein, PhD CMC, is Vice President and Senior Consultant, Harris Interactive Loyalty, a division of Harris Interactive (, based in Rochester, New York.  Harris Interactive is a top-fifteen research and consulting company, and provides research services for corporations in automotive, consumer/retail, financial services/insurance, business-to-business, telecom, hospitality, health/healthcare, and technology enterprise sectors.  Formerly, he was Senior Vice President, Customer Management Center of Excellence, GfK NOP (, a division of GfK Aktiengesellschaft, based in Nuremberg, Germany, and one of the four largest full-service marketing research and consulting organizations in the world. 

With over thirty years’ management and consulting experience in customer and staff loyalty behavior research, CRM, loyalty program and product/service development, customer life cycle, service and channel quality, customer-driven corporate culture, HRD, and strategic marketing and planning to draw on, Lowenstein is an active international conference keynoter and speaker, workshop facilitator, and trainer, and he is a regular featured contributor to two customer loyalty newsletters.  He also provides expert customer loyalty resource commentary to several professional CRM, marketing, customer service and HRD sites on the Internet.

He is the author of two widely-regarded customer loyalty books:  Customer Retention: Keeping Your Best Customers (1995), and The Customer Loyalty Pyramid (1997).  He is also co-author of Customer WinBack: How to Recapture At-Risk and Lost Customers – and Keep Them Loyal (2001), a Soundview Executive Book Summaries ‘Best Book of 2002’.   Additionally, he is a principal contributing author to Redefining Consumer Affairs (Society of Consumer Affairs Professionals, 1995), plus The Answer Book for Customer Service Managers (Bureau of Business Practice/International Customer Service Association, 2000), and he has written several sections and the Afterword for Customer.Community:  Unleashing the Power of Your Customer Base (2002).  He has authored or co-authored over 125 customer-related journal articles and columns; and his new book on customer data gathering, storage, management and application for creating targeted customer value, One Customer, Divisible, was published in September, 2005, by Thomson/Texere/South-Western, in affiliation with the American Marketing Association.    He is developing a new book, with the working title of The Advocating Customer.

Lowenstein is a customer life cycle workshop developer/facilitator for the Direct Marketing Association ( , has been a customer loyalty instructor for Pennsylvania State University, American Marketing Association, American Society for Quality, Bank Administration Institute, Institute for International Research, eCustomer Service World, and the American Management Association, and for corporations such as Toyota, Aetna, Nestle, MetLife, BellSouth, Wachovia, Daimler-Chrysler and Charles Schwab.  Additionally, he has lectured in the M.B.A. and E.M.B.A. programs of both New York University and Columbia University. 

He holds an M.B.A. degree in marketing and management from the University of Pittsburgh, and a B.S. degree in economics and marketing from Villanova University; and his PhD is in Strategy and Program Management from ISGI Groupe Ecole Superieure de Commerce de Lille (ESC Lille), Euralille/Paris, France.  Also, he holds a Certified Management Consultant (CMC) professional designation, awarded by Institute of Management Consultants, USA.  He is listed in several regional, national, international, and professional Who’s Who editions; and he is an expert panel or advisory board member for several customer loyalty, HRD and CRM information sources, including CustomerThink, the leading CRM/customer loyalty portal (formerly CRM Guru).


Harris Interactive Headquaters 
60 Corporate Woods
Rochester, NY 14623
Email: [email protected]


Paul Quinn

Paul is managing director of marketing consultancy ‘Quinntessential' and owner of market leading online survey tool -  To discuss how PeoplePulse can assist with your customer or staff feedback efforts, you can contact Paul on ph +61 2 9232 0172, or submit an enquiry by logging on to

Peter Winther

Peter Winther is the Sales and Marketing Director at Denmark's largest car dealership, Andersen & Martini A/S.
Under his directorship, Andersen & Martini developed a strong focus on customer loyalty, which has generated unprecedented value to Andersen & Martini, and to its customers.

Peter Winther is a specialist in loyalty management, CRM, Direct Marketing, TQM. He is also a frequent speaker, an ECHO judge, and has been nominated three times to the annual Danish Direct Marketing Award.
He brings more than 16 years of experience within sales and marketing to the table. In particularly within the areas of CRM, customer loyalty, coaching, marketing and sales management.

He was previously employeed as the Nordic Sales and Marketing manager with Iveco North Europe, as a sales- and marketing manager at the Post Danmark.

Ray Miller

Ray Miller is Managing Partner of The Training Bank,  a Training and Consulting firm specializing in Customer Focus, Service Improvement, Leadership and fully customized training solutions. He is author of the book That's Customer Focus and The Customer Focus Companion. Ray is also known for his highly effective training programs; Customers Forever, Customer Focused Leadership and The Wow Factor.

You can get more information about our books and training programs by visiting our website

How customer focused are you? 

We have a great online assessment that might be very interesting for you in completing. It's Called How Customer Focused Are You? This free online assessment helps you to determine your current level of customer Focus. If you think this is something of interest, please let us know and we will provide details.  

Send Ray Miller an Email

Neil Stewart

Reg Price, Katie Shaw & Neil Stewart: Reg, a customer strategist, is principal of Coulter Price Associates ([email protected]). Katie is head of strategy and projects, Institutional and Corporate & Commercial Banking, at a major bank in Asia/Pacific. Neil, a relationship and customer experience research consultant, is principal of SRD Group ([email protected]). 



Reg Price

Reg has practiced in the area of customer management as a consultant for almost 20 years. Born in New Zealand, his consulting work has spanned many industries and countries, including NZ, Australia, US, Singapore and UK.  After working in London, he is now based mainly out of Singapore and Auckland.

Reg has taught specialist programs at several business schools and has published several articles in marketing periodicals.  He is lead author of an article coming out this month in the US based magazine “Marketing Management” and currently writing a book for a US publisher on Promises Management.  Reg consults with SRD Group in several areas where he is regarded as a leading specialist advisor, including Customer Experience Design, Customer Orientation Culture Development, Key Client Management, CRM and Promises Management.

Email: [email protected]


Neil Stewart

Neil is the Managing Director and co-founder of SRD Group, which was established in 1996. Neil holds a Bachelor of Arts degree in Human Movement Studies (Rhodes University, South Africa), a post graduate degree in Marketing Management (Unitec, New Zealand) and a Diploma in Adult Education (Cambridge University, UK).

Formerly with Sandoz in South Africa, Shell and Arthur Andersen in the UK and then with SmithKline Beecham (now GlaxoSmithKline) in New Zealand, Neil has a wealth of experience in Sales and Marketing Management, Customer Relationship Management, Customer Experience, Change Management and Training Programme Development.

Neil has been involved with and consulted on many CRM and Customer Experience projects, the majority of these for multi-national companies in Australia and New Zealand in the Pharmaceutical, Medical, Finance, FMCG, Airline, IT, Document Management and Manufacturing sectors.

Email: [email protected]


Katie Shaw

Katie is  the Senior Channel Manager, Internet Banking  Direct and Emerging Channels, at a major bank in Asia/Pacific

Richard A. Lee

Richard A. Lee is founder and principal of High-Yield Methods, a pioneering consulting firm focused on helping clients achieve customer alignment. In addition to his long involvement in developing customer-focused approaches to business, including CRM, he is also the developer of Visual Workflow—the first process design approach developed expressly for the variable (non-manufacturing) workplace.


In addition to his consulting, Dick has written several books including The Customer Relationship Management Survival Guide, and he speaks globally on customer-alignment topics. His work and perspectives have been featured in “Business Week,” National Public Radio’s “MarketPlace,” “Newsweek,” and “The Wall Street Journal.” He holds a BA from Reed College, Portland, Oregon and an MBA from the Sawyer School of Business, Suffolk University, Boston.

Rolf Jensen

Rolf Jensen, Chief Imagination Officer at Dream Company Inc., was born in Denmark in 1942. His passion is the future of the market place – how to unveil the secrets of the future, to look through the door to the next room. He did this in 1999 – The Dream Society was one of the very first books on the experience economy. Not all business books from 1999 have met the future but this book has and has been translated into 10 languages. Several books by Rolf Jensen on storytelling, the experience economy and journeys into the future have followed since.

Researcher and Entertainer
Rolf Jensen is an experienced speaker, and all of his presentations are delivered with a dedication that matches Rolf Jensen's passion for exploring the future of the market place. Companies and organizations all over the world have engaged Rolf Jensen to speak - from Malaysia to Canada, and from Lapland to Italy. As a lecturer Rolf Jensen has a multifarious approach; being in part the researcher with two decades of experience in studying, researching and analyzing; in part the witty and humorous entertainer who might be persuaded to mount an elephant; in part also the agent provocateur who will ask you questions that prompt you to pause and reflect; and finally the inspirational lecturer who interconnects well-known elements in a surprising manner. 

Dream company Dream Company was founded on April 2, 2022 – 196 years after the world famous Danish storyteller, Hans Christian Andersen’s birthday. It is a small enterprise with three employees and its name “Dream Company” manifests that the dream and the company are two sides of the same equation. Increasingly, it is becoming crucial that we integrate the emotional aspects with business life and work. We make our living as processors and mediators of impressions, which is why the firm is located smack in the middle of Copenhagen’s bustling city centre, surrounded by fine hotels, superb restaurants and exciting boutiques.

Sam Reese

Sam Reese joined Miller Heiman as CEO in 2000, and has led the company to its position as the foremost thought leader and innovator in the strategy, process and skills that drive sales performance. During Sam's tenure, Miller Heiman has expanded product offerings and e-learning initiatives and amassed a global partner network of world-class sales consultants. In the process, he has built a culture that is passionate about achieving results for clients.


Sam has experience building sales organizations from the ground up at Fortune 500 companies such as Corporate Express and Kinko's. He has managed complex sales organizations with extremely large sales forces; developed new products and new distribution channels; leveraged technology to drive sales performance; integrated mergers and acquisitions; and dealt with highly complex sales effectiveness initiatives. Sam has worked in public companies as well as businesses backed by private equity and venture capital.

Sam has advised Fortune 500 company executives; delivered keynote addresses to multiple organizations and is frequently quoted in business journals throughout the world. He is co-author of Successful Global Account Management and The 7 Keys for Managing Strategic Accounts.

©2009 Miller Heiman, Inc.  All rights reserved.   

Shep Hyken

Shep Hyken, CSP, is a professional speaker and author who works with companies who want to evelop loyal relationships with their customers and employees.  For more information on Shep’s speaking programs, books, tapes and learning programs contact  [email protected]. or visit his website:

Silvana Clark

Looking for a speaker to present practical information in a light-hearted way? Silvana Clark knows people learn best when they are actively involved. That's why your group will be participating in non-threatening role play activities, taking humorous quizzes and even building exercise machines out of PVC pipes. Oh yes...they may find a PANIC button under their chair also.

Email: [email protected]

Silvana's recent appearance on the FOX reality show, Trading Spouses, ties in with her latest keynote, Coping With Change With A Camera In Your Face. She spent one week with a family of complete strangers while their mom lived with her family. Silvana soon had her new family experiencing a change in their behavior and lifestyle...hopefully for the better!

Silvana's presentations encourage people to get creative in both their professional and personal life. After all, if she can get her dog "famous" enough to star in television commercials, your members can get creative in how they deal with their jobs!

Stephen Hewett

Stephen Hewett's industry sector experience, gained over 21 years, includes retail, central and local government, media and finance. During the past eight years, he has been involved in programmes both as a thought leader and project manager. As an expert on customer centricity and CRM, Hewett has acted as an expert witness for a number of CRM-related cases in the commercial court.

Hewett joined Charteris in October 2000, coming from John Lewis plc where he was the development manager in charge of research and expansion. Before that he was a pilot and general manager for an aviation company.

More information about Charteris Plc can be found online at


Tony Lopresti

Tony Lopresti is an entrepreneurial executive with progressive experience in enterprise software sales, product management, marketing, strategy, and operations. Prior to joining Clarabridge™, Tony held profit and loss responsibility for all software products for a $50M subsidiary of Monster Worldwide. At Monster, Tony built a metrics-driven, high-performing department from the ground up to provide business development, marketing and product management functions.

Prior to Monster, Tony held senior management positions in product and consulting management at American Management Systems where he also held roles as program/project manager, business developer, systems consultant, and software developer. Tony has a BS in Systems Engineering from the University of Virginia. While earning his MBA from the Anderson School at UCLA, Tony worked with Intel’s strategic marketing and venture capital organizations and also provided strategic business consulting to the executives of various high-technology startups.

About Clarabridge:
Clarabridge enables Fortune 1000 customers to transform text into valuable information to improve market research, customer care, product development, quality assurance and risk management. Clarabridge's award-winning software links the worlds of text analysis, search and business intelligence (BI) to enable enterprises to more quickly and intuitively leverage all of their data—internal and external, structured and unstructured—to make better business decisions. Clarabridge's Content Mining Platform™ is the first text-mining solution to work seamlessly with standard BI applications, tools and techniques, and Clarabridge delivers the industry's only hosted text analysis solution with its Content Mining Service™. Clarabridge is headquartered in Reston, Virginia. For more information, visit


Email: [email protected]

Peter Niemeyer

Digital Marketing Coordinator at TeleFaction A/S

MSc. Double Degree in Marketing Management and Strategic Market Creation

    TeleFaction - your specialist for integrated and automated multichannel customer surveying. Whether in-bound calls, face-to-face meetings, email or direct mail - we can measure it all- constantly and organisation wide. published by Pete Clark

Peter Clark is the Research Director of  Wise Research Ltd. and the publisher of:

Loyalty marketing... for real facts, figures, research, case studies, best practices, practical how-to's, technologies & examples, The Loyalty Guide III is the world's most complete report (900+ pages) that covers it all. Costing less than the average conference ticket, details of the report's contents, chapter samples, pricing, and ordering details are online now at

Peter Clark, Research Director, Wise Research Ltd.
Publisher of The Wise Marketer, The Loyalty Guide, and Using RFID

Wise Research Ltd UK

Mail: PO Box 505, Graaff-Reinet, Eastern Cape, 6280, South Africa

Head Office:  25 Shiremoor Hill, Merriott, Somerset, TA16 5PH, UK

Registered Office:  1 Cornhill, Ilminster, Somerset, TA19 0AD, UK

Tel: +27 73 072 5746

Fax: +44 845 280 1579                     

Email: [email protected]                

THE LOYALTY GUIDE: The only complete report (900+ pages!) covering customer loyalty techniques, measurement, strategies, principles, best practices, detailed case studies, research, theory, know-how and market-by-market intelligence:

 Announcing the world's most comprehensive guide to maximising customer loyalty and profitability...
 Wise Research Ltd, publisher of the internationally renowned 'The Wise Marketer' online news and research service for customer loyalty professionals, is pleased to announce that its research team has recently finished work on the world's most comprehensive global guide to customer loyalty marketing. Rather than merely updating the first volume, this new report has a vast amount of new material, research, ideas, case studies and practical know-how.  

This 900+ page report's research programme started in late 2007 and the first copies of The Loyalty Guide III
shipped in mid-2008, with its contents being updated through a readers-only web site well into 2009. This is your chance to make best use of this all-new report by getting your copy hot off the press. Loyal customers – how to identify them, how to keep them and how to get them to spend even more.
Did you know that poor customer engagement is reported to cause up to 75% of lost sales, and that loyal customers buy more, and will often pay more for better service? And did you know that a good increase in customer retention can boost profit by up to 100%? Or that strong customer relationships are a key driver of sustainable business growth?       

More and more marketers are quite rightly focussing on their customer retention and loyalty initiatives. But simply retaining more customers is not the answer - leading loyalty marketers are selectively retaining those who provide most profit and not wasting money on those who don't. In many cases, up to 70% of customers cost more to serve than they provide in profits. Find out how, by gathering and using loyalty and transactional data cleverly you can stay ahead of the game.  

Yet another goldmine of loyalty information
 The Loyalty Guide III sits side by side with the popular Volume II (published in 2006), providing yet another goldmine of practical know-how and experience you can use to increase the profitability of your customer base. Not being a mere update (it has less than 10% cross-over), it's right up to date.       

As before, you'll get online access to working statistical models and formulae that you can use to model how a loyalty programme will affect your company's profitability. You also get charts, diagrams and dozens of web-based updates for a year after publication. This 900+ page report, bound in two parts, is a comprehensive source of facts, figures, market sizing data, trends, forecasts, and ideas for your proposals, presentations, and project tenders.  

Secrets and strategies for success
The Loyalty Guide III will show new entrants to the market the essential concepts and techniques underlying a successful customer loyalty programme. And it also serves a total guide to global best practices, and signposts the road ahead for even the most experienced relationship marketing specialist. And, if you place your order now, we'll express-courier the report to you right away.


Bent Svanholmer

Bent Svanholmer is a loyalty marketing specialist with a long track record, and by many considered the "grand old man" in customer loyalty marketing in Denmark. He is also the author of the Danish book "Kundeloyalitet" (Customer Loyalty).

Since 1995 he has been the driving force behind the consulting company Loyalty Management.

Learn more about Bent Svanholmer and Loyalty Management

Georgia Hanias

Georgia Hanias is a UK based freelance technology journalist and the founder f the media firm Cyrano Media Limited. She has written for manytelecommunications publications, including European Communications and Vanilla Plus and is also a contributing writer for the Canadian Press.Georgia recently completed a a three part series about Japan current affairsfor the ITN television news program More 4 in the UK. This included a news piece about the rise in popularity of targeted mobile advertisíng on mobilephones in Asia.

Georgia has many years experience in the telecommunications sector, having worked in marketing for Canadian firm Nortel Networks in Canada and Europe,as well as for smaller telecoms software providers such as Intec UK and France based VoluBill.

Born in Canada, Georgia graduated from Carleton University, Ottawa, with a degree in Political Science. She also has a masters degree in Public Policy from Queens University, Kingston, Canada.


Cyrano Media Ltd 

Georgia Hanias (founder)

Phone: +44 7812 211 403
[email protected]


Daniela Guido

Marketing Communicator focused on Loyalty and Social Influence Marketing. Specialist within Customer Experience Management.

At TeleFaction, Daniela Guido is responsible for the Corporate Internal and External Marketing Communications strategies, involved mainly in Market Analysis, Sales and Marketing collateral, Strategic Communications, PR and Online Marketing content.


TeleFaction - your specialist for integrated and automated multichannel customer surveying. Whether in-bound calls, face-to-face meetings, email or direct mail - we can measure it all- constantly and organisation wide.

Kellie D'Andrea

Kellie D'Andrea is the creator of the BLAST system and publishes "The Marketing Edge" a FREE award winning ezine for small business owners who want to gain the competitive edge with strategic marketing and branding techniques that actually work. Find out the 23 Common Mistakes Most Entrepreneurs make with a FREE report offered at

550 Crescent Blvd
Gloucester City, NJ 08030
Toll Free 800-611-6378
[email protected]

Perry Norgarb

Perry Norgarb has specialized in Small Business CRM solutions for the last 15 years. Contact him or find out more about CRM, Contact Management and other Sales Tracking software tips and solutions for small businesses at: Small Business CRM Resource Center

Andrea Kallie

Andrea Kalli  offers a variety of business services for the online business  entrepreneur, including:  Internet and Social Marketing Strategist/Coach/Assistant, and editing for Podcasts/Audio/Video/Teleconferences/Audio Books.  Her primary area of focus is to work with businesses to achieve greater online presence in building their business and brand, and to assist and guide them as they wade through these unfamiliar waters.

Andrea Kalli has lived in a suburb of Denver, CO with her husband, Darryl since 1989. Born in Quantico, Virginia in a military family, she moved quite a bit when she was very young, but the family had settled in Southern California by the time she started school. She has two grown children, Chris and Amanda, and has a passion for gardening.

Her various websites are:

Andrea Kalli
Certified Internet and Social Marketing VA
"No Surprises" Social Marketing Packages - Know What You Get and How Much It Will Cost


Bill Hogg

Bill transforms businesses and business leaders to deliver breakthrough results!

He works with senior leadership teams to build high performance cultures and focus their organizational goals around the customer to improve performance and productivity with leaders and employees and create long-term, profitable relationships with your customers.

Bill is passionate about results and works only with clients who share that passion. Whether working with boards or operations teams and employees, his no-excuse approach breaks down the silos and gains consensus and clarity throughout the organization. He is recognized for his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.

For additional information on consulting or speaking opportunities, please visit or email: [email protected].


Bruce Temkin

Who is Bruce?

Email: [email protected]
Resume: Click here to download (.pdf)

I am a customer experience change agent; helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.

My current position is Vice President & Principal Analyst at Forrester Research focusing on customer experience. My work consists of two parts: 1) researching leading-edge approaches to customer experience (here is my 2008 research agenda); and 2) helping large organizations improve their customer experiences. I also end up speaking to a variety of audiences (from keynote speeches at large events to workshops with executive teams).

Bruce D. Temkin VP & Principal Analyst, Customer Experience
Forrester Research, Inc.| p: 617/613-6044
400 Technology Square, Cambridge, MA02139

Blog: Customer Experience Matters



Peter Stansbury

Peter Stansbury is Managing Director of Stansburys, a consultancy focused on helping customers improve the way they do business.  This is carried out primarily through delivery of business change projects aimed at improving service quality, an effective use of technology and a strong customer focus.   Peter is a seasoned executive with several decades of experience in several continents.  He is a Visiting Executive Fellow at globally renowned Henley Business School.  Whilst still a hands-on consultant Peter also uses speaking and writing to share the ideas he enjoys, and more can be found at: Website: Blog: Twitter:

Adrian Furnham

Adrian Furnham was educated at the London School of Economics where he obtained a distinction in an MSc Econ., and at Oxford University where he completed a doctorate (D.Phil) in 1981. He has subsequently earned a D.Sc (1991) and D.Litt (1995) degree. Previously a lecturer in Psychology at Pembroke College, Oxford, he has been Professor of Psychology at University College London since 1992..


He has lectured widely abroad and held scholarships and visiting professorships at, amongst others, the University of New South Wales, the University of the West Indies, the University of Hong Kong and the University of KwaZulu-Natal.

He has also been a Visiting Professor of Management at Henley Management College. He has recently been made Adjunct Professor of Management at the Norwegian School of Management (2009).

Adrian is available for speeches and lectures on the following topics:


  • Managing in Turbulent Times

  • Management Incompetence: Why managers fail and derail

  • Motivation in the workplace

  • The work place of the future: work in 2020

  • The psychology of decision making

  • Team building and analysis

To find out more go to: 


Joe Sullivan

Joe Sullivan directs all technology innovation at UniFocus. He has over fourteen years experience in developing information systems for hotels, restaurants, and management companies. Sullivan co-founded Telman's software division, Telman Decision Information, in April 1996. Telman Software's premier product was Focused Scorecard, which was a complete back-office payroll, budgeting, accounting, and revenue system that was designed for integrating property information to their respective management companies.

Prior to Telman, Sullivan was the MIS Director for Vista Host Hotels for eight years. During that time, Vista Host became regarded as one of the most technologically advanced companies in the hospitality industry. Sullivan also was a founding member of Sheldt & Sullivan, a consulting and computer sales company that served Northwest Florida and Alabama.


John Todor

John is the managing partner of The Whetstone Edge, LLC ( He is a psychologist and business strategist who looks at the world from the customers’ perspective, especially how changes in technology, the marketplace and society impact what customers’ value and how they make decisions. Based on these insights he helps clients create programs that lead to sustainable and profitable, win-win relationships. He has written three books spanning winning mindshare, the psychology of the customer experience, and strategies for using Social Media in Business (see As a founding director of the Social Media Academy he is heavily involved in analyzing and educating the business community on the strategic business use of social media. 

As an Advisory Board member of, he helps direct one of the world largest online communities focused on customer-centric business practices. His clients range from small and midsized companies to Hewlett-Packard and IBM. John speaks frequently on related topics. 

Follow him on Twitter @johntodor


John Hersey

John Hersey helps companies create the leaders they need. He speaks to audiences at dozens of conventions, national and regional sales meetings and executive conferences each year and conducts workshops to assist leaders in the implementation of the principles and concepts presented in his book "Creating Contagious Leadership".

Clients see him as a trusted partner and executive advisor in the process of transforming their organizations to meet the leadership challenge of the next decade.

For more information, or to book John for your company, go to

Myra Golden

Myra Golden helps companies build value by listening, engaging, and better serving customers in daily interactions and across social media. Considered one of the pioneers for leveraging social media for customer service, she has helped hundreds of companies design a social media strategy for listening to and engaging customers online.

Myra has designed customer service programs for such companies as Verizon Business, McDonald's, Coca-Cola, National Car Rental, Michelin Tires, and Frito-Lay.

She is the author of "Beyond Wow! The Service Leadership approach to Exceptional Customer Service".

Laura Ries

Laura Ries is a leading marketing strategist, bestselling author and television personality.

Since 1994, Laura has run Ries & Ries, a consulting firm with her partner, father and legendary Positioning pioneer Al Ries. Together they consult with Fortune 500 companies on brand strategy and are the authors of five books which have been bestsellers around the world. They have traveled to over 60 countries from Chile to China and India to Indonesia teaching the fundamental principles of marketing.

Laura is a frequent marketing analyst on major news programs from the O‟Reilly Factor to Squawk Box.She regularly appears on Fox News, Fox Business, CNBC, CNN, HLN, and is frequently quoted in the Wall Street Journal, New York Times, Advertising Age and others.


In 2002, Business 2.0 named Laura a “management guru” and issued trading cards with her picture and statistics on them. In 2008, the Atlanta Business Chronicle named Laura a top 40 under 40. In 2009, the readers of Advertising Age voted Al's book Positioning as the best marketing book of all time with The 22 Immutable Laws of Branding coming in close behind in the number three spot.

In addition to her books, Laura writes a popular branding blog and appears in marketing reports on the website which are also available on iTunes.


Laura Patterson

Laura Patterson is president and co-founder of VisionEdge Marketing, Inc, a leading data-driven metrics-based strategic and product marketing firm located in Austin, Texas. 

The company specializes in consulting and learning services that help organizations use data to make fact based decisions to address market, customer, and product opportunities and to improve and measure marketing performance.

For more information, go to

Check out Laura’s newest book, Metrics In Action:  Creating a Performance-Driven Marketing Organization, published by Racom Communications.

Terry Corbell

As The New York Times referred to him in this article, "Been There... Done That... Here's How," Terry Corbell has more than 30 years experience as a profit professional and business-performance consultant. 

He has provided confidential full-service business solutions for Northwest companies in the U.S. ranging from technology to professional service firms, and for the public sector since 1992. 

As managing member of CMS Associates LLC, he is developer of The CMS Approach – strategic proprietary systems and best-practices management. 


Mr. Corbell is writing a book tentatively entitled, “How to Watch Your Back in the Jungle – Avoiding Business Predators.”

Especially timely in this economic downturn, he provides a nine-point financial turnaround program, on a pay-for-performance basis, for a small retainer and just one percent of the net-profit increase. 

Web site:




Max Kalehoff

Max Kalehoff is vice president of marketing for Clickable,
a platform that makes online advertising simple, instant and profitable.
He also authors, where this essay originally appeared.

Jay Gronlund

Jay Gronlund is the president of The Pathfinder Group, a boutique marketing consulting firm that focuses on jump-starting businesses around the world via re-positioning and revitalizing brands, ideation/coaching, and expansion in emerging markets.

He has also been teaching a course on “Positioning and Brand Development” at NYU for over 10 years.  Jay can be reached at his offices in New York ( at 212 697 3181 or by email at [email protected]


Daniel Alcorn

Daniel Alcorn has a 30 year background in commercial banking and marketing, having served as Senior Vice President of New England based Chittenden Bank.

As the Strategic Business Owner, Alcorn created ShowAppreciation.Net to help his business clients improve their marketing effectiveness.

The company is based in New York state, midway between the large Montreal and New York City market base.

The Customer Appreciation and Retention Marketing Program helps business owners realize increased sales from exisiting customers.

Clients have the flexibility to manage the program in-house or have ShowAppreciation take care of the day to day routines.

Contact telephone in US (518) 346-2115  

Skype: DGAlcorn   

Email: [email protected]


Christina Pomoni

Christina Pomoni has acquired her MBA Finance from the American College of Greece with High Distinction (3.98/4.00). Her advanced familiarity with financial statement analysis, capital budgeting and market research has been acquired through her professional career at high-esteemed organizations.


As part of her long journey, Christina has served as an Equity Research Associate at Telesis Securities (EFG Eurobank) and a Financial & Investment Advisor at ING Group. Besides, having lived at Chicago, IL, Boca Raton, FL and Paris, France has helped her, not only to be a successful professional, but mostly to see life under a more creative and innovative perspective.

Since 2005, Christina provides high quality writing services to where she is also appointed as a Channel Steward of Economic Values. Besides, she contributes her knowledge and expertise to several websites and research companies. Her areas of specialization are Business, Finance & Investment, Society, Politics & Culture. She also has a very good knowledge of Entertainment, Health & Fitness and Computers & Technology.

Christina recently launched her own online writing company ( Believing that knowledge is the road to opportunity and development, her mission is to promote her already established knowledge to a growing number of visitors and to offer high quality writing services to meet the most demanding customer requirements. 

Christina can be found at:



Mark Holmes

Mark Holmes helps companies increase sales, service and employee performance. He advises, speaks to and coaches some of America’s most successful small and large companies.

His advanced ideas on employee retention, customer service and increasing sales have been widely featured in major national media like FOX Business, the Chicago Tribune, Dallas Morning News and The Wall Street Journal. He is the author of the bestseller Wooing Customers Back (3rd ed.) and The People Keeper. 

Email: [email protected] 


Elisabeth Goodman

Elisabeth Goodman is the owner and Principal Consultant at RiverRhee Consulting.  She works with business teams who are finding it a real challenge to deliver to time, budget and to the required quality with consequent impact on team morale.

Elisabeth uses process improvement, knowledge management and change management to deliver 'end-to-end' support: diagnosis of a team's challenges, solution development and implementation, and follow-up to ensure that the desired results have been achieved.  She does this through 1:1 guidance, team workshops, training and, where appropriate, hands-on project or change management.

Teams are able to improve their productivity, and the morale of their team members by:

Determining the real value that they can deliver to their customers

Prioritising, simplifying and streamlining what they are doing so that they can deliver this value

Optimising their use of information and knowledge assets, both outside and within the teams

Ensuring that their business changes are successful.

Elisabeth also provides 1:1 tutorials on the use of LinkedIn for personal and business development, and is fluent in French!

For recent examples of Elisabeth's work, and for customer testimonials, please see her profile and case study slides on

RiverRhee Consulting is a corporate member of The Cambridge Network.  More details on the company can be found in the directory at




Steven Howard

Steven Howard is a Melbourne-based marketing consultant, author, conference speaker, and Non-Executive Director in both the profit and non-profit fields.

Visit his web site, for valuable information and links on marketing, customer retention, branding, and corporate image management or to sign up for his free weekly newsletter The Monday Morning Marketing Memo and his marketing blog.

He is a positioning specialist, whose 30-year marketing and sales career in Asia and Australia has covered a wide variety of fields, ranging from consumer electronics to publishing and from a national airline to personal financial products.

He is President of Howard Marketing Services, which provides consultancy and project management services in the areas of Marketing Management, Product Development, Positioning Strategies, Customer Retention Strategies, New Product Launches, Event Management and Brand Management.

He consults on a regular basis to companies in the financial services, industrial products, consumer products, restaurants, petroleum, publishing and hospitality fields.

Contact details:

Phone: (61-3) 5428-1388

Fax: (61-3) 5428-1399

E-mail: [email protected]




Scott Glatstein

With a real passion for implementation, Scott Glatstein has been helping 

companies keep their promises to the marketplace for over 25 years. Whether 

creating new businesses, transforming companies or opening new channels he 

helps his clients align their marketplace offerings, people and infrastructure to 

their chosen marketplace strategy. His simple, focused approach to strategy 

development and execution has helped both established and emerging 

companies leverage their resources and build sustainable sales and profit growth.

Prior to founding IMPERATIVES, Scott’s successful corporate career spanned 

both large and small companies including consumer marketing leaders General 

Mills, Pillsbury and ConAgra. His diverse career path includes senior 

management positions in product marketing, trade marketing, field sales and 

general management. A posting as CEO of Pillsbury Brands Africa in 

Johannesburg, South Africa added international business development to his 

broad skill base.






Recognized as a pioneer of disciplined strategy implementation, Scott brings a 

holistic approach to business execution. With Strategy Activation® Scott has 

created a bold, new, technique linking strategic planning and marketplace 

implementation. This straightforward model has helped companies large and 

small, here and abroad, turn strategic intent into satisfied customers.

Scott received a Masters of Business Administration in Marketing and Finance 

from Indiana University. He received a Bachelor of Science in Biochemistry from 

Michigan State University.





Matt Heinz

Matt brings more than 12 years of marketing, business development and sales experience from a variety of organizations, vertical industries and company sizes. His career has focused on delivering measurable results for his employers and clients in the way of greater sales, revenue growth, product success and customer loyalty.

Matt has held various positions at companies such as Microsoft, Weber Shandwick, Boeing, The Seattle Mariners, Market Leader and Verdiem. In 2007, Matt began Heinz Marketing to help clients focus their business on market and customer opportunities, then execute a plan to scale revenue and customer growth.

Matt lives in Kirkland, Washington with his wife Beth, daughter Clara, and a menagerie of animals (a dog, two cats, and six chickens).

You can read more from Matt on his blog, Matt on Marketing, follow him on Twitter, or check out his books on




Eric Tompkins

Eric Tompkins is a new era webspace development expert specializing in customer experience optimization.  With more than 20 years of experience of developing highly successful customer satisfaction improvement strategies, Eric now works with business clients on improving the web-based experience for site visitors.  Eric’s firm iDesign Web Solutions ( is located in Southern California and has provided consulting services for the University of California, RAND Corporation, AQUASave Inc., California State University as well as many others.

Joseph Michelli

Joseph A. Michelli, Ph.D., is an internationally sought-after speaker, author, and organizational consultant who has been described as “catching what is right in the world and playfully sparking people and businesses to grow toward the extraordinary.” In addition to writing best-selling books about enduring business principles, he hosted an award-winning daily radio program in Colorado Springs, Colorado for over a decade. 

Dr. Michelli transfers his knowledge of exceptional business practices through keynote presentations that explore ways to develop joyful and productive workplaces with a focus on the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their life. 


Dr. Michelli's book, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, published by McGraw-Hill, regularly achieved bestseller status on the Wall Street Journal, BusinessWeek Magazine, and USA Today lists. He has been featured on television programs such as The Glenn Beck Show and CNBC’s “On the Money” and has conducted hundreds of radio and print interviews. 


Dr. Michelli’s other books include The New Gold Standard about service excellence at The Ritz-Carlton Hotel Company and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World Famous" Pike Place Fish Market in Seattle. He is currently working on a new book about enhancing the healthcare experience the UCLA Medical Center way.  


Dr. Michelli believes his greatest accomplishment is his ability to learn from the laughter and humor of his children, Andrew and Fiona.




Information about Dr. Michelli can be found: - Joseph's main website about his speaking and other services - Book website - The New Gold Standard - Book website - The Starbucks Experience - Joseph's weekly 3 - 5 minute award-winning podcasts - customer service educational video series (8 segments of 4 -5 minutes each) produced by BusinessWeek On Line outlining principles included in The New Gold Standard and The Starbucks Experience






Kevin Stirtz

Kevin Stirtz is the Amazing Service Guy, a speaker and trainer who helps organizations of all kinds deliver Amazing Customer Service. His recent book: "More Loyal Customers" has won 5 star reviews at Kevin lives in the Twin Cities (Minneapolis & St. Paul).

Lee Martin

Lee Martin is the Managing Director of Toojays Training & HR Consultancy Ltd, a leading provider of Management Development and HR Consultancies services. Founded in 2003, Toojays has over 40 years’ experience in the staff training sector, and provides Management Development, Leadership Training and Team Building Solutions to clients both nationally and internationally. The company offers bespoke L&D solutions to businesses, designed to be cost effective at all time. Lee’s own expert knowledge, skills and understanding engages clients at all levels, and delivers tailored training solutions with real tangible ROI. With a strong commercial awareness, Lee shows great drive and passion, combined with an innovative approach.

Marianna Chapman

Marianna Hayes Chapman is co-founder of The Results Revolution project and President of HALO Business Advisors.


The Results Revolution teaches local small business owners and community leaders how to strengthen and grow their local economies. The Results Revolution provides entrepreneurship training in the form of a blog as well as a weekly web TV show, e-mail newsletter and webinar.


HALO Business Advisors helps locally owned restaurants & businesses, community organizations and small media companies increase sales and create new revenue streams using social media and new media.

Marianna is a highly sought after speaker whose passion and vision for small business owners and their local communities is contagious. Her advice has been featured in numerous local and national print and web publications including the Wall Street Journal,, MSN on Main, and


Linda Ireland

Linda Ireland is co-owner and partner of Aveus LLC (, a global strategy and operational change firm. Together with the Aveus team, Linda has helped leaders in Europe, the US and Asia find money in the performance chain while improving customer experiences. 

As author of Domino: How to Use Customer Experience to Tip Everything in Your Business toward Better Financial Performance, Linda delivers real-life, actionable, how-to help for leaders of any organization.

She is a frequent speaker on customer-experience topics - from developing customer experiences that improve financial performance to building top team alignment on the role of customers in daily operating strategies.  Linda also brings her experience as line executive, consultant, researcher and board member to her popular customer experience blog at  


Micah Solomon

Micah Solomon is the co-author of Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization and President of Oasis Disc Manufacturing. His speaking and advice resources can be found at 


Allan Tan

As content director for Enterprise, Allan is responsible for the design, creation, on-going development, content and expansion for the portal. In addition, he contributes content to sister publications Enterprise Innovation and Enterprise Networks Asia. He also provides strategy and guidance in how the Web can be used to drive interaction with various parties in the IT delivery ecosystem.

Allan has more than 20 years experience in IT. Most recently he was Marketing Director for Asia at Hitachi Data Systems. For a brief period of 18 months, he was also country manager for HDS Philippines establishing channel partners and helping secure named accounts. Prior to HDS, he was an Account Director at Euan Barty Associates (renamed to EBAcomms), managing the public relations needs of clients from various industries including semiconductor, software, data storage and consumer electronics.  Earlier, he served as a Senior Industry Analyst at Gartner Group responsible for starting the IT services research in the Asia Pacific region. Other roles prior to joining Gartner included sales and marketing roles at Encore Computers and First International Computers. He started his career in Hong Kong as a network specialist and eventually moved into the internal IT role as MIS manager for Tech Pacific (now called Ingram Micro).

A frequent speaker at events on storage, CRM and call center events, he also blogs on a wide range of topics.



Glenn Harrington

Glenn Harrington is the Principal Consultant of Articulate Consultants Inc.

Since 1996 he has specialized in consulting on authentic key messages as the basis for effective marketing, brand management, and client loyalty. To find out more, head to:

Chintan Bharwada

Chintan Bharwada is a marketing expert who specialises in customer loyalty, retention and acquisition.

Chintan enjoys assisting with all facets of the marketing process, with particular emphasis on identifying, understanding, and targeting customers that are likely to become high value, ongoing clients. This involves developing and implementing innovative marketing programs designed to send the right message to the right prospect at the right time via the right channel – and there are now so many channels readily available to us! It is exciting to consider the many marketing opportunities presented by the internet and social media programs and their applications across so many industries.

Chintan is a strong believer in Customer Retention; nurturing an ongoing relationship is critical to the success and survival of any business. The key to customer retention is customer satisfaction. A highly satisfied customer stays loyal longer, buys more, talks favourably about the company and its products, pays less attention to competitors, is less price-sensitive, offers product or service ideas, and costs less to serve than new customers.

Chintan believes in striking the right chord to keep customers happy is the Holy Grail.

Chintan has written marketing related articles for many publications, including Yahoo7 Kochie’s Business Builders, MarketingProfs, Anthill Online,, etc..

Reach Chintan Bharwada via [email protected] and read his blog, Loyalty & Customers. 


Jana Taylor

Jana Taylor is the VP Marketing for Benevity Social Ventures, Inc., a software company that embeds empowered giving into business transactions, to help companies create choice-driven cause marketing, workplace giving and other charitable programs.      Jana is an experienced strategist and marketer with 15+ years experience in progressively senior roles in the software, telecommunications and energy industries, the common element being a focus on technology.  Jana has worked in senior strategy and marketing roles with a diverse group of companies in both the online and bricks and mortar worlds, including stints at iStockphoto (the first micropayment stock imagery site that consistently ranked as one of the top 300 websites in the world), Autonomy/Verity (a leading search software company), Telus, Enmax, AxiaNetMedia, and Nortel, to name a few.  Although not a programmer, Jana is a self-professed online geek who has been using the web since the days of Gopher and is happy that one of the only traces of her MBA education is a proclivity for matrices.    In addition to her focus on online business and marketing, Jana has a passion for social change and a belief that businesses can engage their customers and employees to give back and deliver both concrete business benefits as well as ignite grassroots giving to make a positive change in the world.  Jana is proud to be part of the Board of Directors of the YWCA of Calgary and is the Chair of the Board Effectiveness Committee.     About Benevity Benevity has developed North America's first embeddable microdonation platform, enabling socially responsible businesses to engage their customers, employees and corporate partners in optional charitable giving on their terms. Benevity lets companies integrate user-directed, tax receiptable donations and corporate matching programs into their existing transaction environments, using their own brands and systems. The Benevity platform helps companies build authentic and impactful cause marketing, workplace giving and other social responsibility initiatives that increase engagement, brand differentiation and return on social and community investment. To find out more or to request a demo, visit us at or view our short video at

Bailey Shoemaker Richards

Bailey Shoemaker Richards is a senior creative writing major at Ohio University and a seasoned writer for both print and online publications. Additionally, she is the editor and publisher of the literary journal Leaves & Flowers and an editor for the journal Line Zero


Rob McKay


Rob has an extensive background of 25 plus years in the New Zealand and Australian broadcasting industries. In the early 80s, he pioneered commercial FM radio in both Australia and New Zealand. Being an owner, operator and consultant of many radio properties, small and large, Rob has a solid base of general business and marketing knowledge from an industry that is very dependent on 'people performance'.

After selling his radio interests in the early 90s, Rob decided to go back to school! Over 5 years of full-time study he gained a BA in Business Psychology and a MA(Hons) in Industrial & Organisational Psychology from Massey University – specialising in workplace personality.

His interests lie in assessment for employee selection, development and performance management (especially sales people) and the psychology of influence and Persuasion. Rob is the only person in NZ certified to present Dr Robert Cialdini’s 2 day Principles of Persuasion Workshop.

He is an accomplished seminar and conference speaker and author of the eBook “Hire the Best – Avoid the Rest” (soon in hardcopy).

Rob is Managing Director of AssessSystems Aust/NZ Ltd. The company has a wide client base from top corporations down to SMEs. AssessSystems was established in 2000 and has a team of 4 consultants, 1 PhD, 2 MAs – Whilst psychological theory forms the basis of everything we do, we are not a bunch of “warm & fuzzy” academics. We are Organisational Psychologists with PRACTICAL business experience.

“Business is not a democracy. At AssessSystems we don’t teach people to like each other; it’s about how your business can drive more revenue. The pain of growth is inevitable the suffering is optional!”   


Joel Norton


Joel is Chief Strategy Officer of Boost Marketing, a specialist small business marketing consultancy. He is an accomplished marketing professional with 22 years experience, and is passionate about delivering strategic, practical marketing solutions that help small business to be more profitable. Joel is also a sought after speaker on the elements of small business marketing. You can follow Joel on twitter @BoostHQ or his small business marketing blog


Lisa Grantham

Lisa Grantham is the Marketing Director EMEA for Nuance Communications, a UK company that helps organisations around the world to reduce the cost of service, improve customer satisfaction and increase revenue through the automation of call centre interactions. In the UK we have some of the most innovative uses of Speech Recognition for customer service from Lloyds Banking to National Rail.

Lisa has 14 years experience marketing enterprise software solutions for large enterprises and start-ups into finance, telco, retail, education and government sectors across the UK and EMEA. Driven and results oriented individual adept at delivering integrated marketing at both a strategic and tactical level. Accomplished in marketing communications, PR, public affairs, messaging, product launches, partner and channel marketing, SEO, social media.

Eric McNulty


Eric J. McNulty serves as consulting editorial director for the International Institute for Analytics. Previously, he served as Managing Director of Conferences and Editor at Large for Harvard Business Publishing. Eric is a writer whose work has appeared in the Harvard Business Review, Harvard Management Update, Manager magazine (Germany), Marketwatch, Strategy & Innovation, the Boston Business Journal, and Worthwhile magazine. He blogs regularly at and 


David Mount

David Mount is the president of Core Training Solutions and your productivity coach. He has been helping professionals improve their productivity and management skills for over 20 years. His passion is training time management and how to improve the methods and processes you currently use.

Website –

Blog -

Tyme White

Tyme is a twelve-year veteran writing about technology, business, and web interactions. Tyme founded a large gaming community, encouraging game developers and programmers to interact with their users. Establishing the community prior to the first internet bubble and participating in social interactions as they first began, gave Tyme a powerful advantage in understanding the importance of digital relationships for business and personal use.

As the previous co-owner of one of the first blogging networks, Tyme focused on helping writers with their sites and strengthening the bond community members had with the community. Working with members, potential members and interacting with users, Tyme realized there was often a gap between what the site owner wanted to accomplish and what was being accomplished. Trying to fill that gap, Tyme gave advice on how a site owner can create quality content and form long lasting relationships with users online.

Using the experiences mentioned above, along with her master’s degree in Business Management, she educates readers on how to have successful businesses online, discusses technologies that will aid users in accomplishing their goals online, assists writers in having quality content along with a user-friendly site and advice on how to live a successful and enjoyable life.


Ariel Lüdi

Appointed CEO of hybris in 2004 and a driving force behind the company’s pan-European expansion, Ariel brings 20 years’ experience to the company, having held executive posts at some of the world’s leading enterprise software companies.

Prior to hybris, Ariel spent two years as senior vice-president of European sales at, where he oversaw year-on-year revenue increases in excess of 100%. Before joining, Ariel established and led European sales at BroadVision for six years where he grew the business from zero to over US$100 million.

Before that, he was in charge of sales at Oracle Switzerland for seven years. Ariel joined Oracle from IBM, his first position after studying physics at ETH in Zurich.



Peggy Carlaw

Peggy Carlaw is the founder of Impact Learning Systems. Impact helps companies develop and implement customer service strategies to improve the customer experience. Their consulting services and training programs help organizations create a customer-focused culture while producing measurable business results.

Jeff Korhan

Jeff Korhan is a new media marketer, an award-winning entrepreneur, and a top-ranked blogger who helps entrepreneurs and small business owners maximize their Web visibility, reputation, and referrals with social media and Internet marketing.


Jeff began his career as a Fortune 50 Sales and Marketing Manager with an MBA. He later started and operated a landscape company that was twice named Business of the Year in one of the fastest growing communities in the United States. After 20 successful years he sold his business, and now applies three decades of marketing experience to help clients develop sustainable marketing practices that capitalize on emerging small business trends.

Jeff maintains a busy schedule speaking and consulting on the topics of social media marketing, relationship selling, and entrepreneurship trends. He is a social media columnist for GIE Media, a frequent guest blogger, and a recognized expert in the green industry, where he has served on several association boards. Jeff's New Media and Small Business Marketing blog was recently ranked by Technorati as a Top 100 Small Business Blog.


Scott @ Loving Outdoors

As the Managing Director, Scott spends much of his time dreaming up ways to improve Loving Outdoors but also likes to be involved with customers - you'll often speak to him if you call the office. When not loving outdoors in his work life, Scott can often be found loving outdoors in his spare time, cycling or walking in the hills of his native Cheshire.

Brendan Cruickshank

Brendan Cruickshank has spent the past 8 years in the online job search and recruiting industry serving in senior roles with major sites like and His expert insight on topics in employment and jobs trends is regularly seen in publications including Forbes and The Wall Street Journal.

Peter Clark

The Loyalty Guide is brought to you by Wise Research Ltd, the internationally respected research organisation set up to provide specialist business intelligence on the latest worldwide developments in customer loyalty.

Wise Research Ltd is the company behind The Wise Marketer, the online customer loyalty information source. The business was founded in 2001 by Robin and Peter Clark, both acknowledged thought leaders in customer loyalty and customer relationship marketing.

Peter is a loyalty systems specialist with over 20 years experience in designing, specifying and implementing database, customer marketing and customer relationship management solutions, and 8 years of marketing journalism experience. Peter implemented his first leading-edge CRM system in 1997 and has continued to adapt, refine, test and analyse the latest concepts, tools and systems for customer loyalty programmes.

Robin was the editor of Customer Loyalty Today, the world's first subscription journal on customer loyalty, from its launch in 1993 and was the author of two editions of the best-selling Customer Loyalty Report in 1995 and 1997.

In authoring The Loyalty Guide, Peter and Robin have gathered, collated, analysed and presented in an easy-to-access format their decades of specialist expertise, and have conferred with the world's leading experts to ensure this report provides you with the very latest and most up-to-date market intelligence.

Joe Pélissier

Joe Pélissier is a Media & Communications Consultant who works internationally. He works at both ends of the business spectrum –with large corporates as well as entrepreneurial small business owners.


With his 24 + years in media and communications, Joe helps clients to develop Marketing Strategies, Content Creation Initiatives and Training coursesHe writes a weekly communication blog called Pélixir. Full details can be found at

Greg Levin


Greg Levin, Principal and Founder of OFF CENTER, LLC., is one of the most unique and refreshing voices in the customer care industry. He has been researching, reporting on and satirizing contact centers and customer care since 1994 – first with ICMI, a leading consulting and training firm, and now as an independent writer, speaker and rabble rouser.


Greg offers a wide range of valuable and compelling resources – all aimed at educating, empowering and entertaining contact center professionals worldwide. Most notable is his popular weekly Off Center blog and his critically acclaimed ebook, Full Contact: Contact Center Practices and Strategies that Make an Impact, just released in November 2010.


To learn more about Greg and what he brings to the table, go to:


Tim Sanchez

I'm the General Manager at ABIS Consulting Group, a firm that specializes in enterprise software for small and medium sized businesses. We focus on ROI through automation in business processes and continuous improvement.   I blog at (@deliverbliss on Twitter), a community site devoted to remarkable customer experiences. You can contact me any time and I'll get back with you ASAP.


Amazon, a Fortune 500 company based in Seattle, Washington, is the global leader in e-commerce. Since Jeff Bezos started Amazon in 1995, we have significantly expanded our product offerings, international sites, and worldwide network of fulfillment and customer service centers. Today, Amazon offers everything from books and electronics to tennis rackets and diamond jewelry. We operate sites in the United Kingdom, Germany, France, Japan, Canada, Italy, and China ( and maintain dozens of fulfillment centers around the world which encompass more than 26 million square feet.

Andreas Wessel Knaack

Andreas Wessel Knaack is head of the change management team in TeleFaction. The team assists clients to integrate customer feedback in ways that improve business. This is done by balancing focus on effectiveness and effect in various areas: Increase customer loyalty and satisfaction, Optimize operations i.e. effective staffing and call duration, Cultural change in teams, From call center as cost center to a profit center, Increase sales and reducing churn, Target KPI reporting, Benchmark analysis, Multichannel benchmarks etc.

TeleFaction primarily caters to European businesses in the telecom, financial services, energy, travel and transport industries.

Andreas has many years of business experience in using market research to implement and develop a brand culture. Most recently as head of Group Market Analysis in Danske Bank, one of the leading financial enterprises in northern Europe.

Andreas holds a Master of Science in Sociology along different programmes in business, entrepreneurship and cultural understanding, latest a Rotary Group Study Exchange programme to Santiago de Chile.    


Frederic Gilbert

Frederic GILBERT is an independent CEM consultant in France who  accompanies his customers - Total, and others  - in the journey torwards Customer Centricity & high resilience. Several American companies have called upon his services to settle on the French market. He is also a teacher in various business schools on topics such as Customer Engagement, Social Media Strategy, Ethics & Marketing and CrossChannel Marketing.

Want to know more? Connect with him through one of the links below:

Jim Sullivan


Jim directs the advancement of enterprise loyalty at COLLOQUY, an endeavor guided by his almost 30 years of managing in marketing, strategic planning, business development, innovation, and communications. Jim also assists with COLLOQUY’s loyalty workshops, seminars and conferences, and serves as an academic liaison for colleges, universities and thinking institutions performing research on Enterprise Loyalty. 


David Camps

I´m a customer experience professional, devoted to help companies succeed in their emotional connection with their customers. Spanish-English bilingual.

Experience Engineer

Founder of the Client-Experience project


David Slavick

There’s no two ways about it: David Slavick knows retail. Whether he’s pursuing a big-picture loyalty strategy for a multi-billion-dollar company or secret shopping a mall or big- box retailer store to glean valuable customer-level insight

— David has a unique skill for identifying and capitalizing on weaknesses and strengths to lift business metrics.

It is that skill — sharpened by decades of on-the-job wisdom and tried-and-true best practices — that allows David to tackle marketing challenges with a been- there, done-that confidence. David’s extensive background makes him a true pioneer in loyalty program innovation, CRM strategies and tactics, social media, website development, data governance, and project management. To top it off, he’s a hands-on leader driven by honesty, integrity and the proven ability to turn a high-level vision into precision-measured, sustained success for his clients.