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Jackie Huba Talks Monster Loyalty

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Recently, we brought Customer Loyalty Evangelist Jackie Huba to talk to a group of Dell employees who are social media certified (hard for me to believe we’re up to over 8,000 certified employees worldwide!). Jackie shared insight from Monster Loyalty, her new book that focuses on how Lady Gaga uses social media to connect with her fans.

I’m not at all surprised to see the really positive reviews for Monster Loyalty. If you spend a minute or two reading them, you’ll see that Jackie already has her own fans, and I’m also not surprised to see that Monster Loyalty is creating more Lady Gaga fans in the process. Like I say at the end of this video, I’ve been a fan of Jackie (and Ben McConnell’s) work since reading Creating Customer Evangelists when Dell was just getting started in social media. For me personally, that book (along with Cluetrain Manifesto) really inspired me and others at Dell. Many of those core concepts in both books helped shape Dell’s approach in the early days.

I’m grateful that Jackie kicked off her book tour here at Dell. While she was here, I was lucky enough to have a few minutes to talk with Jackie about why she’s so passionate about customer loyalty, what drives Lady Gaga’s social media strategy and about what keeps Jackie going on this topic of customer loyalty several years later.

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