SPOS #371 – Monster Loyalty Not Customer Loyalty With Jackie Huba

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Welcome to episode #371 of Six Pixels Of Separation – The Twist Image Podcast. It feels like I have known Jackie Huba forever. She’s a master at understanding, talking about, writing about and teaching about customer loyalty. She’s written a batch of bestselling business books like, Creating Customer Evangelists and Citizen Marketers. She’s been at it for a long time. She’s been talking about a lot of the things that the smart brands are finally doing… but Jackie was talking about it long ago. Most recently, she published a new book, Monster Loyalty – How Lady Gaga Turns Followers into Fanatics. Don’t mistaken this for another book about how brands need to turn customers into fans. It’s not. It’s about something much more powerful and that much deeper. Enjoy the conversation…

Here it is: Six Pixels Of Separation – The Twist Image Podcast – Episode #371 – Host: Mitch Joel.

Download the Podcast here: Six Pixels Of Separation – The Twist Image Podcast – Episode #371 – Host: Mitch Joel.


  1. Mitch and Jackie, what a wake-up call for those who feel their brand has plateaued. It really doesn’t matter what we think the customer needs; it’s all about what matters to the customer most and that we’re fulfilling those expectations.
    The old cliche about hurling stones and killing birds is so last century; however one way to retain the birds we have now is by supporting them and training them to be eagles of our brand. As we support these eagles to soar, they become the messengers and our greatest champions to those who must hear our message. Thus, all “birds” are lifted and no stones thrown!
    Once, as Chris Brogan said, we become the trust agent then the loyalty follows.
    Jackie, thank you for provides all of us renewed spirit and an awesome clarion wake-up call!

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