The Loyalty Leap has landed!

After 16 months, 65,000 words, countless hours of research and dozens of revisions, my first book, The Loyalty Leap: Turning Customer Information into Customer Intimacy, has finally entered stores.

Writing this book has been an incredibly insightful process. It has forced me to look back at and reassess all I have learned about customer engagement over the last 20 years. And it also helped me to appreciate the dedication and talent of LoyaltyOne’s hundreds of associates, without whom this would not have been possible. What we have accomplished is truly miraculous. I look forward to many more years of the same.

We are privileged to be operating in one of the most exciting times – not just for marketers, but also for any customer-focused business. When I started this book, my goal was to shift the conversation about customer data from the marketing department to the boardroom, and eventually to the front lines where the consumer lives. I hope it does that, and triggers dialog among organizations to become customer committed.

The Loyalty Leap is available today in bookstores and online at (U.S. and Canada), Barnes & Noble, Indigo, Books-A-Million and Indiebound. You can also download it on iTunes or Kindle.

Here are some early reviews:

“LoyaltyOne President & CEO Pearson has written the seminal book on ‘customer-experience marketing.’ Moving the reader past the specter of intrusion often associated with incentive programs and data collection, Pearson points out where a business’s focus should be: the customer.  . . . With a book so strongly dedicated to achieving these very specific business/marketing goals, it is refreshing to find that Pearson is able to engage the reader, communicating without boring.” – Publishers Weekly

“Yes, the book is rich with data and insights on how to structure a successful loyalty platform. But more than that, the book was extremely human. That is to say that, despite AIRMILES’ ten million customers, Bryan’s focus remains squarely on personal experience. About making a loyalty platform (and any outreach program for that matter) for the primary and driving purpose of delighting the end user through exceptional value creation.” – Actionable Books

“This book is a useful business and marketing reference for those looking to improve customer data collection and use triggered communications for improved customer loyalty. The insightful and fresh material is timely and helpful for business leaders in the increasingly competitive environment of consumer data mining and long-term loyalty.” – Booklist

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