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ABOUT THE AUTHOR

Jim Novo is an interactive customer retention, defection, and loyalty expert with over 15 years of experience generating exceptional returns on customer marketing program investments. The average ROI of Jim's programs now stands at just over 70%, with several reaching ROI of over 400%.

His professional career has been focused on introducing Data-Driven marketing to new industries. In the 80’s, cable television was the target and his groundbreaking programs were widely accepted throughout the industry.

In the 90’s, Jim revolutionized the TV Shopping business by focusing resources on the customer instead of the products. For the 00’s, the Internet lies squarely in Jim’s sights with the ground-breaking methods found in the Drilling Down book.

At The Home Shopping Network, Jim Novo witnessed the entire business cycle of a hyper-growth interactive retailer. After the land-grab customer acquisition phase, he directed the critical transition to customer retention and credit marketing activities across the television, catalog, and Internet divisions.

As Vice President of Programming & Marketing during the slowdown to the mature phase, Jim handled the integration of customer communications and marketing across all the distribution channels, creating a "cradle-to-grave" customer path from Television to Internet to Catalog, greatly extending customer LifeTime Value.

These lessons are proving valuable in understanding Internet activities, as the consumer behavior is similar, though more exaggerated. Companies like Ontain, Cellular One, MBNA, SteelTorch Software, Retek Direct, CBS Sportsline, Kobie Marketing, Aerial, Tupperware, Barnes and Noble, Comcast Corporation, Home Shopping Network, and others too paranoid to admit it yet have taken advantage of Jim's knowledge of interactive consumer behavior.

Jim Novo is an MBA Graduate of Babson College, a school known for a focus on entrepreneurial activity. He majored in Economics and Psychology as an undergraduate at Dartmouth College.

Jim is currently working with software and marketing companies to improve their products and practices in database marketing offline, on the Internet, and in multi-channel environments. He'd be glad to teach you and your staff how to use your customer data to improve profitability and create high ROI customer focused marketing programs.