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Areas of expertise: marketing strategy, customer loyalty, social media marketing
Jackie Huba is the author of four best-selling books, including three on customer loyalty. Her book Monster Loyalty: How Lady Gaga Turns Followers into Fanatics was hailed by Publishers Weekly as “a thought-provoking, well-executed look at one of the biggest music sensations of this generation” that “deconstructs Gaga’s strategies and offers advice on how to Gaga-ize any business.” Jackie coined the term “customer evangelism” with her first book Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force. Her research on highly engaged customers led to the theory of the “One Percenters,” a small but very influential part of one’s customer base, outlined in her book Citizen Marketers: When People are the Message. Jackie is also a Forbes.com contributor, writing about customer loyalty and word of mouth marketing. A sought after keynote and TEDx speaker, her work has frequently been featured in the media, such as The New York Times, BusinessWeek, and Fast Company. She is an 11-year veteran of IBM and resides in Austin, Texas.