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Download ReportLoyalty Programs Dole Out Rewards but Fail to Fully Connect with Consumers Says New CMO Council Study
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CMO Council releases
first benchmark of the Customer Experience Board:
Competitive crunch and convergence in communications marketplace is fueling increased customer churn, and testing customer loyalty.
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Loyalty Dogs Blog
The experts from Loyalty Labs offer musings on best practices in customer management.
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The Latest in Loyalty
5 Best, 5 Worst Customer-Loyalty Programs
Bar-coded icons of customer loyalty line the wallets and hang from the key chains of countless consumers, though that commitment isn't always so richly rewarded. more »

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Customer Satisfaction is Worthless, Customer Loyalty is Priceless
by Jeffrey Gitomer
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Advisory Board

Corporate Leadership Committee

Abacus International Pte Ltd Brett Henry • Vice President Marketing, Abacus International Pte Ltd
Brian Kryzanski • Director Customer Loyalty and Retention, Charter Communications
Patrick Adams • Senior Vice President of Marketing, Victoria's Secret
Alan Lias • Head of Loyalty and Business Development, Virgin Atlantic
Thatcher Brown • Director of Sales & Marketing, Jumeirah
David Laws • Global Customer Engagement Leader, Merck & Co Inc
Kim Salzer • , VP Global Brand Management, Activision Blizzard
Belinda Lang • Vice President, Consumer Marketing Strategy, American Express
Kim M. Sharan • EVP and Chief Marketing Officer, Ameriprise Financial, Inc.
Sandeep Varma • Vice President of Marketing, Barnes & Noble
Lauri Vela • International Digital Media, Loyalty & CRM Director, The Body Shop International
Peter Horst • Senior Vice President, Brand Marketing, Capital One
Jeff Patrick • Director of Marketing for Global Transaction Services, Citibank
Craig Lee • Head of Customer Experience and CRM Programmes, Emirates Group
Barry Green • Head of CRM and Loyalty, Etihad Airways
Jeff Meyer • Senior Vice President, Event Marketing & Sales, North America, Feld Entertainment (Ringling Bros. and Barnum & Bailey™, Feld Motor Sports, Disney on Ice, Disney Live!)
Brett Merrell • Senior Vice President of Marketing, Giant Eagle
Gaynor Adams • Brand Strategist, HSBC
Carly Gotz • Group Director of Sales and Marketing, Great Hotels Organisation
Rahul Kucheria • General Manager of Relationship Marketing, Jet Airways
Stu Schneider • Brand Director for the Huggies Brand, Kimberly Clark
George Corbin • Vice President, eCommerce Strategy and eMarketing, Marriott International
Steve Spokane • VP Marketing & Customer Retention Revenue Management Solutions, McKesson
Kenneth Hittel • Vice President of the Corporate Internet Department, New York Life Insurance Company
Office Depot Office Supplies Larry Wadford • Senior Marketing Director, Office Depot
James Cornell • Chief Marketing Officer, Prudential Retirement
Jerry Jarosinski • Sr. Marketing Manager, Loyalty & Retention, Research in Motion
Tom Bartley • Chief Marketing Officer, Sears Holdings Corporations
Vivek Kumar • Retail Marketing Manager, Malaysia, Singapore, Hong Kong and Brunei, Shell
Mark Donohue • VP Digital Sales, Sony
Jennifer Geddy • Senior Manager, Sony Electronics
Andrea Astrachan • Vice President of Consumer Affairs, Stop & Shop
Paul Smitton • Group General Manager Loyalty Marketing & Analytics, Group Loyalty Programs, Qantas Airways Ltd
Christine E. Petersen • Vice President of Marketing, TripAdvisor
Brent Korte • Vice President, Wealth Management Marketing, T. Rowe Price Investment Services, Inc.
Paul Dickinson • Sales & Marketing Director, Virgin Atlantic
Christelle Brönn • Relationship Artiste, Virgin Mobile
HMC Peter Gorla • Vice President of Marketing, Hospitality Marketing Concepts; Vice President of Program Strategy & E-Commerce, VOILA
Alan Gellman • Senior Vice President of Marketing, Wells Fargo
Jill Noblett • Senior Vice President, Loyalty and Direct Marketing, Wyndham Hotel Group

Faculty Board

Jeanne Bliss • President, Customer Bliss
Mark Roberts • Managing Director, Pragmatic Marketing
Pete Clark • Co-Editor, The Wise Marketer
Chip R. Bell • Author of Customer Loyalty Guaranteed: Create, Lead, and Sustain Remarkable Customer Service and 17 other titles.
Stephen Denny • Consultant and Founder, Denny Marketing
Lou Carbone • Founder and Chief Experience Officer, Experience Engineering; and Author, Clued In: How to Keep Customers Coming Back Again & Again
Peter Yesawich • Chairman and CEO, YPartnership
Michael Lowenstein • Senior Vice President and Senior Consultant, Harris Interactive Stakeholder Relationship Consulting
Simon Atkinson • Managing Director of Loyalty, Ipsos MORI
Karen Zanicker • Partner, Results Through Strategy
Shep Hyken • Author, Moments of Magic and The Loyal Customer
Michelle Moran • Editor-in-Chief, The Gourmet Retailer Magazine
Jim Schroer • Carlson Marketing
Grow Brands Neeraj Kapoor • Chief Executive Officer, GrowBrands International
Sridhar Balasubramanian • Roy & Alice H. Richards Bicentennial Scholar and Associate Professor of Marketing
Michael Greenberg • Chief Operating Officer, Loyalty Lab
Mark Farrell • President & CEO, Director & Co-Founder, The Futura Loyalty Group Inc
Chakravarthi Narasimhan • Philip L. Siteman Professor of Marketing, Washington University in St. Louis
John R. Patterson • Founder & President, Progressive Insights, Inc.
Paul Farris • Landmark Communications Professor of Business, University of Virgina's Graduate School of Business Administration
Susan Hogan • Assistant Professor of Marketing, Emory University
Bill Hanifin • Founder & Managing Director, Hanifin Loyalty LLC
Bruce Conradie • Managing Director, Razor's Edge Business Intelligence
Scott A. Neslin • Albert Wesley Frey Professor of Marketing at the Amos Tuck School of Business Administration, Dartmouth College
Barbara E. Kahn • Dean of the University of Miami School of Business Administration
Phil Rubin • Founder, CEO & President, rDialogue LLC
Mike Sherlock • General Manager/Chief Marketing Executive/Management Consultant, Sherlock & Partners