EDITORIAL
Elizabeth Glagowski
Editor-in-Chief, Customer Strategist 203-989-2191
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Mila D’Antonio
Editor-in-Chief, 1to1 Media 203-989-2187
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Thomas Hoffman
Executive Business Editor 203-989-2194
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Cynthia Clark
Senior Writer 203-989-2211
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Anna Papachristos
Staff Writer 203-989-2192
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Vicki Hirsch
Proofreader
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Creative
Lorri Cosentino
Designer 203-989-2221
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SENIOR ADVISORS
Don Peppers,
Founding Partner
Martha Rogers, Ph.D.,
Founding Partner
Marji Chimes,
Vice President Marketing/Media
Mounir Ariss,
Managing Partner
Mark Grindeland,
Chief Marketing Officer, TeleTech
EDITORIAL ADVISORY BOARD
Dave Frankland,
Principal Analyst, Forrester Research
Jim McCann,
CEO, 1-800-Flowers.com
Scott Nelson,
Managing Vice President, Gartner
MARKETING
Michael Dandrea
Group Publisher 203-989-2204
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Susan Tocco
Marketing Specialist 203-989-2205
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Volume 6, Issue 2 Customer Strategist is published four times per year by Peppers & Rogers Group. Editorial office: 1111 Summer St. 5th Fl. Stamford, CT 06905 Tel: 203-989-2200; fax: 203-989-2201; www.peppersandrogersgroup.com ©2014 Peppers & Rogers Group. All rights reserved. 1to1 is a registered trademark of Peppers & Rogers Group, registered in the U.S. Patent and Trademark Office. Postmaster: Send address changes to above address. For additional subscription information, call 203-989-2205.
Our Mission
The Customer Strategist aims to provide executives with insight they can use to build more profitable customer relationships. The journal facilitates learning and action by presenting progressive thought leadership, access to Peppers & Rogers Group’s proprietary consulting methodologies, and in-depth research on customer value management, loyalty, and related customer strategies that readers can harness to create a long-term, sustainable competitive advantage.
1111 Summer Street, 5th Floor, Stamford, CT 06905
203-989-2200
www.peppersandrogersgroup.com
www.customerstrategistjournal.com
Peppers & Rogers Group is a division of TeleTech Holdings, Inc.
Greg Hywood , CEO, Fairfax Media
Hywood is the CEO and Managing Director of Australia’s Fairfax Media. He started as a journalist in the organization, moved into management, then left briefly to work for the government of Victoria before he returned and was appointed CEO in 2011.
Newsman: Hywood received the prestigious Walkley journalism award for reporting while at the Australian Financial Review.
Giles Whiting, Chief of Staff, TeleTech
Whiting works to bridge the gap between strategic planning and tactical execution at TeleTech. He is a partner to the executive team in the planning, development, communication, and execution of the company’s strategy and objectives.
Spaceman: Whiting received a B.S. in astrophysics from the U.S. Air Force Academy.
Bernard Luthi, CMO and COO, Rakuten
Bernard Luthi joined Rakuten.com in 2012. He played a fundamental role in the rebrand from Buy.com to Rakuten.com Shopping in early 2013. His experience spans diverse end-user segments within both the consumer and B2B channels.
California Dreamin': Bernard received his B.A. from UCLA.
Sandra Smith, Automobile Client Executive, TeleTech
Smith has 20 years of experience working with automotive clients to improve business processes and customer experience. She has effectively managed global sales, account management, marketing, and operational teams in North America and Europe.
Fun Fact: She and her husband train standardbred race horses.