20+ years in the trenches. Real stories. Real people. Real results.
I spent the first part of my career on the front lines of loyalty and retention. Starwood loyalty programs. Princess Cruises direct mail and phone calls. Trial team liaison at Paul Hastings and Sheppard Mullin—the firms where I learned what it means to be accountable to the people who trust you with their time and their problems.
I made calls. I listened. I took notes on what actually worked. And I learned that the difference between a donor who comes back and one who disappears is usually not the quality of the product or service. It's whether someone took the time to tell them what their support actually meant.