Jackie is the author (with Ben McConnell) of "Citizen Marketers: When People are the Message," for which the Wall Street Journal proclaimed "drop everything and read this book." She is also the author of "Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force," which the New York Times called "the new mantra for entrepreneurial success." She is also the co-author of the Church of the Customer blog.

"Creating Customer Evangelists" has been translated into six languages and "customer evangelism," the term she coined with Ben McConnell, has become a talking point and focus for countless companies around the world.

Jackie founded the Society for Word of Mouth with Ben McConnell in 2008 as an educational and social network for businesses wanting to incorporate word of mouth into the DNA of their organizations.

As a speaker and business advisor, Jackie has worked with Microsoft, Ulta, Discovery Education, Yahoo and Verio as well as thousands of small and medium businesses at association conferences. Previously, Jackie led B2B marketing efforts for 12 years at IBM in its software division. She is a past board member of the Word of Mouth Marketing Association and a graduate of Penn State University.

Her work in researching passionate customer loyalty has been profiled by the Wall Street Journal, the New York Times, Fortune, Businessweek, NPR, U.S. News & World Report, the Financial Times, Fast Company and several thousand blogs.