The Effortless Experience
Argues customer loyalty is driven more by reducing effort than by delighting. Reshaped how I think about loyalty program design.
Reading & Notes
What I'm reading and thinking about.
Books, articles, and frameworks that have shaped how I think about customer centricity, loyalty, data, and the craft of strategy. A living list — updated as I read.
Customer Centricity
Never Lost Again
The story of Google Maps. A masterclass in how customer-obsessed problem framing outlasts every strategic plan written around it.
Loyalty & CRM
Inspired
A product leader's view, but the underlying discipline — listening, testing, deciding — applies just as much to CRM and loyalty work.
Let's Talk
Let's figure out what's next — together.
Share what's on your mind — a question, a challenge, a half-formed idea. I'll listen first, and we'll take it from there.
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