Jackie Huba

Speaker, L&D


Jackie Huba

Expert on Customer Loyalty and Word of Mouth Marketing

Jackie Huba’s work has been called “the word-of-mouth-gospel” by Forbes magazine. An expert on creating and sustaining customer loyalty, Huba is the bestselling author of Monster Loyalty: How Lady Gaga Turns Followers into Fanatics, and is the co-author of Citizen Marketers: When People are the Message, along with Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force. Interactive and engrossing, Huba isolates the strategies organizations can apply to engage their customers like never before.

Huba has keynoted for audiences at Disney, American Express, Dell, Rogers, and Kraft to help them create unprecedented loyalty in their customer base.

Huba is a Forbes.com contributor, penning a column on customer loyalty and word of mouth marketing. Huba’s work has also frequently been featured in media such as The Wall Street Journal, The New York Times, Businessweek, and Fast Company.

Huba was a founding board member of the Word of Mouth Marketing Association, is an 11-year veteran of IBM and was named as one of the “ten most influential online marketers.”

 

 


Loyalty Lessons from Lady Gaga

It’s not just crazy outfits, over-the-top performances, and catchy tunes that have made Lady Gaga one of the most successful pop stars of all time. Marketers have also been awed by her unconventional customer loyalty strategy. With 39 million Twitter followers and 58 million Facebook fans, she blows away her peers on social media. She has methodically built a grassroots base of what she calls her “Little Monsters”—passionate fans who look to her not just for music but also for joy and inspiration.

Marketing expert Jackie Huba unpacks the method behind Lady Gaga’s success and isolates the seven strategies businesses can apply in an engaging and interactive presentation based on the research from her new book, Monster Loyalty: How Lady Gaga Turn Followers into Fanatics.  They include:

  • Focus on your “one percenters.” Gaga spends most of her effort on just 1% of her audience, the highly-engaged superfans who drive word of mouth.
  • Lead with values. Gaga is consistent in her message of being yourself and loving others for who they are. That display of values creates a deep emotional connection.
  • Give them something to talk about. Whether by wearing a meat dress or ‘dying’ in a pool of blood onstage, she knows what will get people talking.

Key takeaways:

  • How Stefani Joanne Angelina Germanotta became the Queen of Pop
  • Gaga’s philosophy on how to build a long term customer strategy
  • The 7 lessons of how Gaga engenders customer loyalty
  • How to build a “monster loyalty” in your own customer base

Creating Customer Evangelists

It’s the holy grail of marketing: customers who evangelize your product or brand to friends, colleagues and family with authentic emotion and conviction. They are customers who put their own reputations on the line and have nothing to gain except, perhaps, happiness from helping someone discover the joy of your brand. Recognizing and finding these elite customers who power your sales is a challenge for almost any organization. The cultural meme of “customer evangelism” that authors Jackie Huba and Ben McConnell conceptualized in their book best-selling book Creating Customer Evangelists has spread to hundreds of organizations around the world that use it as a barometer of their marketing efforts. This entertaining and provocative presentation shares convincing evidence of why customer evangelists matter and how organizations can attract more of them using the right strategies and tactics.

Key takeaways:

  • The correlation between customer evangelism and revenue growth
  • The 7 clues to understanding who your evangelists are
  • The 6 strategies to creating more of them create and embrace their evangelists
  • Examples of how innovative companies today are nurturing and growing their customer evangelists

The One Percenters

Who are the One Percenters? They are a business’ most loyal, most engaged customers. This core group of customers, in general, makes up about one percent of a customer base. These are the fanatical customers who spread the word about your product, create online content  and fan art, and organize other customers to collaborate online. Customer loyalty expert Jackie Huba will explain how this 1% is may be very small part of the customer base, yet they have enormous influence in helping the business grow and recruiting new customers, online and offline.

Key takeaways:

  • Implications of focusing on customer acquisition to the detriment of existing customer loyalty
  • Finding your One Percenters
  • Best practices for engaging your One Percenters
  • Examples of how leading companies are building programs to connect with their One Percenters

Word of Mouth: The Most Effective Marketing in an Advertising-Drenched World

How do companies compete in a marketplace where the typical American is exposed to 5,000 advertising messages per day? Jackie Huba presents a framework for building a brand or company that’s worth talking about, from having the right purpose and values to developing the kind of story that people will easily understand and spread. Word of mouth that builds brands isn’t based on stunts and gimmicks; it’s based on a company demonstrating its buzzworthy values through the product/service experience. With inspiring and relevant examples, this presentation is the motivation for companies to start doing more of the right things that get customers talking.

Key takeaways:

  • The cost of acquiring customers through traditional advertising
  • Why word of mouth is the best indicator of revenue growth
  • How a well-defined purpose creates its own advertising
  • The elements of a brand or company story that spread
  • How companies in various industries create word of mouth for their company

Customer loyalty workshops

Length: Half-day / Full-day

Jackie Huba, a former IBM executive, uses her experience and business expertise, to help some of the most innovative companies learn how to create more customer loyalty. Working in partnership with his clients, Jackie uses her analytical skills and strategic insight to create customized workshops and training

Based on the research from Monster Loyalty, Creating Customer Evangelists and Citizen Marketers, learn how to cultivate advocates in your customer base and grow your business through referrals and word of mouth from customer loyalty expert Jackie Huba.

Here are some options to choose from:

 

Half-day seminar

  • Custom four-hour seminar designed specifically for your business.
  • Learn the customer loyalty methodology used by Lady Gaga and other well-known companies and organizations like Whole Foods, Dell, Method, Makers Mark and others.
  • Application of the methodology to your specific business including:
    • How to identify and nurture your One Percenters, the small group of advocates who will grow your business through word of mouth
    • Leading with values to connect emotionally with customers
    • Creating a sense of community amongst your customers
  • Can be designed for small or large groups at your location or meeting venue

 

Full-day workshop

  • Custom four-hour seminar designed specifically for your business.
  • Learn the customer loyalty methodology used by Lady Gaga and other well-known companies and organizations like Whole Foods, Dell, Method, Makers Mark and others.
  • Application of the methodology to your specific business including:
    • How to identify and nurture your One Percenters, the small group of advocates who will grow your business through word of mouth
    • Leading with values to connect emotionally with customers
    • Creating a sense of community amongst your customers
    • Developing an identity for your best customers using special naming and symbolism
    • Generating word of mouth to get customers talking about you
    • Making your customers feel like rock stars which cements their loyalty bond to you
    • Can be designed for small or large groups at your location or meeting venue

 

Custom 1-on-1 coaching

For those leaders who would like individual coaching on how to create more loyalty and word of mouth in their business. We will work through your specific needs and devise custom solutions for your business. This can be done in-person or through video calls.