Insights Blog

My Life as a Chief Consumer Engagement Strategist: How I Do What I Do
Commentary, Customer Engagement, Loyalty, Omnichannel, Strategy, Social Media, Big Data PJ Santoro Commentary, Customer Engagement, Loyalty, Omnichannel, Strategy, Social Media, Big Data PJ Santoro

My Life as a Chief Consumer Engagement Strategist: How I Do What I Do

Here’s a short post reflecting on what I’m doing these days. Having just wrapped up a major engagement that has had me more-or-less heads-down for nearly 2-years, I was recently asked, “What exactly do you do as a Chief Customer Engagement Strategist?”  That’s a fair question and a perfect opportunity to reflect on what I’ve been doing…

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Commentary, Customer Engagement, Loyalty PJ Santoro Commentary, Customer Engagement, Loyalty PJ Santoro

Uber Switching Costs Could be A Lyft

Uber and Lyft both share the “real estate” of a driver’s window and the driver’s phone.  While the driver’s window is a moving billboard for both companies, switching costs are super low for the driver, and more importantly, the rider.  Indeed, rider loyalty is considerably dependent of the quality of the last trip they took. While surprise and delight tactics hook the rider, over the long term, how does Uber “vest” the rider relationship?

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Commentary, Customer Engagement, Loyalty PJ Santoro Commentary, Customer Engagement, Loyalty PJ Santoro

Be Good to Each Other & Galvanize Customer Loyalty

Ya know, Kudos to Starbucks for their College Achievement Plan. Seriously.  The plan offers eligible full and part time employees full tuition coverage to earn a bachelor’s degree from Arizona State University.  Starbucks gets that this employee benefit will generate greater customer loyalty. I’m sure you’re thinking, “Wait, what? An employee tuition program fosters customer loyalty? She is nuts.”  Hang with me here; let me explain…

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