Credentials
Throughout our careers, Mike and Terri have worked directly with clients to design, optimize and enable their best customer strategies. Our body of work reflects more than fifty years of experience and covers all facets of measuring, understanding and influencing customer behavior.
We are passionate about the work we do, the clients we serve, the customers who ultimately benefit and the vast potential surrounding data-driven marketing and loyalty strategies.
Together we bring creativity and unique insights to the sales and marketing challenges associated with today’s competitive landscape. These insights are applied from the perspectives of direct marketing, CRM, teleservices, consumer research, customer analytics, advertising, financial modeling, sales process management and loyalty marketing.
Mike and Terri are results oriented and our consulting practice enjoys a 100% client retention rate.
Areas of Expertise
Loyalty Marketing Specialization
Writing & Speaking Credentials
International Experience
Previous Experience
Areas of Expertise
Mike’s consulting and analytical expertise is most developed in the retail, travel, business-to-business, gaming and financial services industries. He has a deep understanding of the payments industry and is well versed in the business capabilities of POS, CRM and database technologies. He has a firm grasp on financial modeling, ROI analysis and business case development in the customer management arena. Mike also brings a unique perspective to the issues and processes surrounding the sales and marketing of Marketing Services.
Terri’s expertise is most evident in consumer markets, where she has served clients in the specialty retail, financial services, telecommunications, packaged goods, restaurant, hotel and gaming industries. She carries a deep understanding of alternative consumer segmentation approaches and has extensive experience working with analysts and statisticians in the modeling of transactional databases. Terri believes strongly in building and defending the brand and brings creative approaches to the emerging challenges associated with customer experience management.
Loyalty Marketing Specialization
Both Mike and Terri carry extensive loyalty marketing credentials. Combined they have either designed, launched, operated, analyzed or shut down over 50 individual programs across all vertical markets. They are truly one of the few consulting organizations in the world who understand all current loyalty models operating globally – proprietary programs, hard and soft points models, coalitions, player models, communications only programs, promotional programs - and they are intimately familiar with the leading loyalty coalitions around the world.
Their current practice has helped both clients and service providers navigate the loyalty marketing landscape. They have been called upon by investment analysts and venture capitalists to assist in identifying, evaluating and recommending strategies for emerging loyalty technologies or to avoid pitfalls in the acquisition of loyalty marketing capabilities.
Writing & Speaking Credentials
As acknowledged experts in the theory and practice of loyalty marketing, Mike and Terri have published numerous articles and white papers describing the characteristics of marketing programs which seek to change customer behavior. Bylined articles have appeared in DM News, The DMA Insider, DIRECT and COLLOQUY and both are often quoted by major trade publications covering the relationship marketing industry as well as in the general business press.
Mike has been a featured presenter at industry conferences sponsored by the DMA, NACS, FTMA, Thompson Media, and the Institute for International Research. He has delivered educational workshops on the principles, practices and technologies of loyalty marketing in five countries. He is the co-author of Customer Retention in the Golfing Industry (NGCOA, 2004) and has been a featured speaker and workshop leader at the World Golf Foundation’s 20/20 conference and educational seminar.
Terri has designed, written and delivered numerous webinars covering analytical, financial and segmentation topics. She was the principal researcher and author of The Great Value Proposition Debate (COLLOQUY, 2005) the first quantitative-based insight ever published on the value associated with hard versus soft program benefits. Both are former members of the COLLOQUY educational faculty conducting loyalty and marketing workshops to both domestic and international audiences.
International Experience
Mike’s international experience is extensive including client engagements, channel marketing and the delivery of educational workshops in the UK, Canada, France, Mexico, Brazil, South Africa, Singapore, Malaysia and the US. He co-authored Loyalty Trends for the 21st Century (European Retail Digest, 2004) and was a co-founder and principal faculty member for the Templeton College, Oxford University (UK), Loyalty Marketing Workshop for Executives.
Terri’s international experience is most developed in Mexico where she has assisted leading banks, hotel chains and credit card associations with the development and analysis of their loyalty strategies.
Previous Experience
Mike most recently served as Vice President, The COLLOQUY Group, for Frequency Marketing, Inc. (FMI), a global loyalty marketing services provider and wholly-owned subsidiary of Alliance Data (NYSE:ADS). From 1999-2005 he was the senior marketing officer for the company with executive management and P&L responsibilities for the professional services (loyalty consulting), analytics, creative and partner development functions. He also served as senior market development executive for international expansion strategies. Throughout his entire tenure he served as the Executive Editor and General Manager of COLLOQUY, the publishing, research and educational services unit of FMI. He left in 2005 to form an independent consulting practice.
Mike reported directly to the President of FMI and was a member of both the FMI Executive Team and ADS Senior Leadership Team. He had extensive interaction with FMI’s parent company, Alliance Data, including Canadian subsidiary, The Loyalty Group, operators of the Air Miles loyalty coalition.
Mike's 30 plus year career has also included positions as Senior Vice President for Burgoyne, Inc., a national Marketing Research company (1972-1990) and Vice President, Marketing for Convergys Corporation (1990-1999), a customer management firm providing outsourced customer care, billing and technology solutions to global clients. He was the VP, Marketing at the time of Convergys’ successful IPO in 1998.
He holds a BBA in Marketing from the University of Cincinnati and studied at the Master’s level in Media at New York University. Throughout the 80's and 90's, he was an adjunct instructor in Marketing at five different US universities.
During her career, Terri has served as a Marketing Services Consultant and Account Director for some of America’s leading consumer and business-to-business brands. Her twenty plus years of experience cover all facets of understanding and influencing customer behavior applied from the perspectives of advertising, direct marketing, consumer and market research, customer analytics, financial modeling and loyalty initiatives.
She most recently served as the Senior Consultant for The COLLOQUY Group, specializing in the design of creative, financially sound, data driven loyalty and relationship marketing programs for many Fortune 500 clients. Her clients benefited from her many years as a practitioner of direct marketing and operator of loyalty marketing programs. She left the group in 2006 to join Mike in founding Marketing Strategists.
Terri began her career in the fashion industry as a Visual Merchandising Manager for two major department store chains. She moved into a Statistical Analyst and Strategic Marketing position for Frequency Marketing, Inc. after completing her graduate studies. Subsequently she worked as an Account Manager for Northlich, Cincinnati’s largest advertising agency, where she specialized in direct marketing, communications campaigns and consumer research. She returned to Frequency Marketing and COLLOQUY as an Account Director and Marketing Strategist for the loyalty programs she designed and oversaw.
She holds a Masters in Business Administration (MBA) in Marketing Research and Quantitative Analysis from the University of Cincinnati and a Bachelor of Science (BS) degree in Fashion Merchandising from The Ohio State University.