Podcasts about customer loyalty

Are you facing challenges in achieving optimal team performance and creating memorable customer experiences? Do your leaders leverage emotional intelligence to cultivate a thriving work culture? Listen to this episode of Doing Customer Experience (CX) Right, where host Stacy Sherman is joined by renowned expert Daniel Goleman. Together, they explain how emotional intelligence is crucial for maintaining a positive engaging workplace and elevating customer satisfaction levels. Discover effective leadership techniques that prioritize both employee and customer well-being. Learn how to foster an authentic organizational culture, and enhance performance through strategic hiring and empathetic development. For insightful strategies on leading with emotional acumen, visit . Grow as a CX Professional with our numerous   Book time with Stacy . 

Are you struggling to prove the business value of your customer experience initiatives? What if you could demonstrate how service interactions directly impact revenue and loyalty? In this episode, Stacy Sherman and Neal Topf explain the mathematics of customer experience and reveal why 74% of customers switch to competitors after one challenging service interaction. Learn practical strategies for calculating customer lifetime value, optimizing service delivery costs, and creating the right balance between AI automation and human touch. Discover the innovative "Ease of Escalation" framework and proven approaches to increase customer retention while maximizing ROI.  Learn more at  Grow as a CX Professional with our numerous   Book time with Stacy . 

Send us a textIn this episode of The CEO's Desk, Loyalty360 CEO Mark Johnson shares insights on the evolving role of brand partnerships in customer loyalty. From high-profile collaborations like Ulta & Target to innovative programs from MGM, JetBlue, and Walmart, Mark unpacks what's working, what's not, and how brands can evaluate partnerships for true mutual value. Discover the biggest challenges—technology integration, co-marketing, ROI alignment—and hear predictions for how partnerships will shape loyalty strategies in 2025 and beyond.

In dieser Episode des Loyalty Talk Podcasts ist Lea Frank, Co-Founder & CEO von anybill zu Gast. Anybill bietet eine Lösung für digitale Kassenbons, welche bei über 400 Händlern im Einsatz ist und Partnerschaften mit rund 90 Software- und MarTech-Unternehmen unterhält. Mit Lea spreche ich über die Rolle von digitalen Kassenbons als innovativen Touchpoint in der Customer Journey – und welchen Einfluss sie auf CRM und Kundenbindung haben. Wir beleuchten: • den Weg von Lea und die Entstehungsgeschichte von anybill • wie digitale Kassenbons funktionieren und warum sie klassischen Papierbons überlegen sind • wie Händler digitale Kassenbons im Rahmen der Customer Journey einsetzen können • welche Mehrwerte für Kunden entstehen • warum Tech-Partnerschaften einer der Erfolgsfaktoren von anybill sind • spannende Use Cases aus der Praxis und Einblicke in die zukünftige Entwicklung von anybill Zum Abschluss teilt Lea ihre persönlichen Lieblingsbeispiele aus internationalen Loyalty-Programmen und gibt Empfehlungen für Unternehmen, die sich mit digitalen Kassenbons auseinandersetzen wollen. Wenn du wissen möchtest, wie aus einem einfachen Beleg ein wertvoller Touchpoint werden kann, solltest du diese Episode nicht verpassen! Weiterführende Links: anybill: https://www.anybill.de Lea Frank auf LinkedIn: https://www.linkedin.com/in/lea-martina-frank Michael Bietenhader auf LinkedIn: https://www.linkedin.com/in/michaelbietenhader Alle Folgen des Loyalty Talk: https://www.loyaltytalk.com Mehr zur MilesAhead AG: https://www.milesahead.ch

In this Throwback episode, Amazon brand-building expert Kevin shares advanced strategies for established sellers aiming to scale to eight figures and beyond. He emphasizes the shift from selling generic products to building authentic brands, leveraging Amazon as a distribution channel rather than the sole platform. Kevin discusses creative tactics for collecting customer data—like compelling insert cards and personalized experiences—and highlights the importance of nurturing an engaged email list. The conversation covers email marketing best practices, the challenges of today's Amazon landscape, and actionable steps for long-term brand growth both on and off Amazon.Chapters:The Shift to Real Brand Building on Amazon (00:00:00)Discussion on the end of "me-too" products and the need for genuine brand building to scale on Amazon.What Makes a Real Brand (00:01:41)Explains the difference between a product and a true brand, using search volume and customer recognition as benchmarks.Owning Customer Data & Creative Inserts (00:02:37)Importance of collecting customer data, using creative insert cards, and leveraging off-Amazon channels for customer relationships.Pet Brand Example: Insert Offers & Birthday Campaigns (00:03:27)Detailed example of using free sample offers, pet registration, and birthday postcards to build loyalty and collect data.Email Marketing Challenges & Deliverability (00:07:40)Covers issues with email engagement, deliverability, and strategies to stay out of spam folders.Email Frequency & Value-Driven Content (00:09:18)Best practices for email frequency, balancing value and promotions, and the importance of testing.Testing Offers & Audience Warmth (00:10:42)The need to test different offers and tailor messaging based on audience familiarity with the brand.Actionable Takeaways for Amazon Sellers (00:12:01)Summarizes three key actions: build a real brand, create an email list, and provide value to your audience.Top Billion Dollar Seller Summit Speakers (00:13:45)Kevin names top speakers/attendees to follow for Amazon growth insights: Brandon Young, Casey Goss, and Josh Hadley.How to Connect with Kevin (00:16:33)Kevin shares the best way to contact him—primarily via Facebook.Links and Mentions:Tools and WebsitesShopifyWooCommerceAmazon Prime now Prime VideoTaxJarBillion Dollar Seller SummitRecommended SpeakersBrandon Young on LinkedInTranscript:Josh 00:00:00  You talked a lot about how important brand building is on Amazon now, as our audience primarily has established Amazon businesses, they've already found success, but they're looking to go to eight figures and beyond. You know, what do you see going on in the Amazon space right now? And some of the advice and strategies that you would recommend to establish sellers right now?Kevin 00:00:23  Yeah, that's a tough one because some of them are going to need to pivot, and it's going to be a little bit of a hard pivot because in the past on Amazon, there's a lot of people that built successful businesses and even exited successful businesses just basically finding opportunities. Sticking a name on it, you know, on a label on it and selling it, then selling that to an aggregator. But that's those days are pretty much over. I'm not going to say it doesn't happen. It could still happen here and there. And then there's a lot of people, as you know, that may have started with a small amount of money, and that's way more difficult now.Kevin 00:00:52  Not that you can't do it, but, you know, I always say, I always hear stories that people say, yeah, I started with 500 bucks and now I got an eight figure business. And I always say, RBS, you might have started with $500. That may be true. But two weeks later, your uncle gave you ten grand. Or somebody. You got a credit card or you did something. There's just no way it did. That just flat out does not happen. from 500. There was something else along the way. It might not be the money out of your pocket, but there's something else along the way in those days are much more difficult now. And as Amazon's you know Amazon's everything is more towards rewarding brands. You know the brand registry the brand analytics the all the different you know the advertising thing. Everything is there trying to reward those brands. It's because they're trying to clean it up as well. They don't want just this hodgepodge, flea market on there. They want, you know, people.Kevin 00:01:41  They're coming for brands. And a lot of people think they're a brand and they're really not. I say that if you don't have at least 3000 searches a month on your brand name on Amazon, on Amazon, because Amazon is so big, you're not a brand. If people are not looking for you, buy that that brand name and typing that in and you can see it in brand analytics and it's got like 3000 searches a month or more, then you're actually not a brand. You're just a product. And so that's where a lot of people get confused. And a brand is not a logo. A brand is not a name. That's part of it. But a brand is what emotion is a feeling. It's an evolution of something that people feel identity towards this or a passion towards this, or it represents something that they believe in or that they feel. And that's where a lot of big sellers are making mistakes. you know, you see all these, these, Chinese brands on Amazon, that strange brand names like Z, X, T, Y, or whatever can even pronounce a damn thing, right? That's not a brand.Kevin 00:02:37  I mean, they're doing that because it's easy to get a trademark on that. They can. Those things can fly through, the trademark process really easy so they can get the brand registry and all that. But those aren't aren't really brand names. so I think you need to switch more toward brand and you need to switch to more towards they need to they need to own their customer lists. you know, on Amazon, you don't get that data anymore. You used to be able to download that data. And so if you're selling, FBA, FBA on Amazon, you don't get that data. If you're doing FBM, you can still get it. And there used to be a loophole like with tax jar that got, I think just recently got shut down. A lot of privacy issues there. But you need to figure out ways to actually get that data and whether that's switching over, you know, if you're selling on Shopify or WooCommerce, start using Amazon Prime. the new, ship with Prime, whatever it's called Shopify shipping.Josh 00:03:25  Shop with Prime. Yeah.Kevin 00:03:27  Yeah. Where the Amazon will fulfill it for you off your, Shopify store. So you get that extra customer service level. Plus you get the customer data, plus anything you're selling on Amazon. It's just a huge market. You've got to figure out ways to try to get them into your ecosystem with, creative inserts and creative marketing stuff. I mean, like, one of the things that we do with one of my brands, for example, I have a pet brand of dog treats, and whenever someone buys these dog treats off of Amazon, you know, they spend 30 bucks to buy these dog treats. We will have a really cool. It's not just like a business card, but like something that really gets their attention. into the in the package and it says, hey, get a sample of all of our treats and we'll do a zero plus free plus shipping offer. So it's like if we have, for example, if we're selling bully sti...

In this episode, Welf Weiger, Associate Professor of Digital Marketing and Chair of the Marketing Department at Alfaisal University, joins us to discuss research he and his colleagues conducted on social media marketing and customer engagement. Together, their work uncovers surprising findings about how brand advocacy and criticism influence not just public perception, but also the purchasing behavior of the advocate or critic themselves.

Send us a textWhen Jay Jhun joined Church's Texas Chicken® three years ago, he stepped into a 73-year old legacy brand with a fiercely loyal guest base—but without a formal loyalty program in place. What followed was a fast-paced, ground-up effort to create a digital and loyalty ecosystem that could serve both the brand's long-standing values and its evolving customer expectations. Today, Jhun leads loyalty and digital strategy for the brand as Senior Director, and in less than a year since launching the brand's "Real Rewards" loyalty program, Church's has already seen measurable success in both digital engagement and emotional guest connection. 

Send us a textIn an era where personalized experiences are rapidly becoming the cornerstone of customer loyalty, Steven Galanis and the team at Cameo are creating new opportunities for fans to engage with their favorite talent. As CEO and co-founder, Galanis has spearheaded a unique business that blends entertainment, technology, and loyalty innovation. "Cameo is a marketplace where you can book personalized video messages from tens of thousands of the most interesting people in pop culture," Galanis explains. "We started the business in 2017 with the idea that the selfie was the new autograph." From that simple premise, Cameo has grown into a platform with a 4.9-star rating in the App Store, millions of videos sold, and a dedicated base of super fans. Yet, Galanis admits the opportunity is still much larger than the current footprint. "People ask, 'Did you ever think Cameo would be this big?' And the truth is, I look at it every day, and I can't believe we're this small," he says. "We believe there's about 50 million people in the world that could be professional creators on Cameo. Today, we have 60,000." 

Send us a textWhat does it take to go from an unknown to one of the world's top marketing thought leaders — without a big budget? In this inspiring conversation, Joey Pinz dives deep with global branding and AI strategist Vladimer Botsvadze to uncover the mindset, strategies, and authenticity that fuel lasting success.Vladimer shares how he built his personal brand organically, growing from zero followers to over 130,000 without spending a dollar on ads. He explains why context beats content, how emotional intelligence is the ultimate competitive edge in the age of AI, and why leaders must put a human face on their business to thrive.From his views on Elon Musk's branding genius to lessons learned climbing mountains and playing tennis, Vladimer delivers practical, future-proof insights for anyone aiming to grow influence, trust, and impact in a crowded digital space.

Send us a textIn this edition of Leaders in Customer Loyalty: Industry Voices, Loyalty360's Ethan Perry spoke with Jim Sturm, President of North America at Capillary Technologies, about the company's aggressive growth strategy, its differentiators in the crowded loyalty technology marketplace, and how artificial intelligence is reshaping loyalty programs for 2025 and beyond.

It is no secret that your technology team  (IT) is a huge contributor to company success. They impact customer experiences (CX). But how? What are common challenges? How best to achieve cross-department strategic alignment to ensure customer needs are met? Featured guest, Michael Buckham-White, Global Technology Managing Director at Deloitte Information Technology Services (ITS), shares leadership best practices and effective ways to partner with your technology (IT) team for improved customer satisfaction. Learn more at   Book time with Stacy through this

Send us a textFor nearly 70 years, Blain's Farm & Fleet has stood as a trusted destination for rural and suburban consumers across the Midwest—earning its reputation as the “modern general store” through a steadfast commitment to community, convenience, and customer loyalty. In this edition of Leaders in Customer Loyalty: Brand Stories, we sat down with Aly Blawat, who leads Customer Research, Insights, Personalization Strategy, and Loyalty at Blain's Farm & Fleet, to learn more about how the brand continues to evolve its value proposition, listen deeply to its customers, and execute a loyalty strategy that's both personal and purpose-driven. 

How Internal Employee Experience Drives Exceptional Customer Service  Shep interviews Taylor Scott, Founder of Lead with Hospitality, LLC, and author of Give Hospitality. He talks about how living and working from a place of hospitality can transform both employee experiences and customer relationships.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does a positive company culture directly impact customer satisfaction?  How does an employee's internal experience translate to a better customer experience?  Why is it important for organizations to align their hiring practices with their core values?  How can businesses differentiate between providing transactional service and building genuine customer relationships?  How can leadership inspire employees to consistently deliver exceptional service to customers?  Top Takeaways:    True hospitality is about living and working with generosity. It is about giving kindness, compassion, encouragement, and making people feel important, whether they're customers or coworkers.  A great customer experience always begins with a strong internal culture. When employees are happy and treated well, they are more likely to treat customers with respect and kindness.  What happens behind the scenes of an organization shows up for the customer every time. A positive work environment leads to employees who want to stay, work hard, and care about the company's success.   When a new employee joins a company, their first experiences matter just as much as a customer's first impression. Instead of overwhelming them with boring paperwork, give them a chance to experience the best parts of the brand right away.   Imagine if, on your first day, you got to truly experience the brand and enjoy what makes it special, instead of just filling out paperwork. Meaningful onboarding makes new hires feel welcome and comfortable, and teaches them about the brand's values more effectively than any paperwork can.   When there is alignment, employees feel like they belong, which inspires them to give their best for the customers. Finding employees who share the same values as your organization is the key to building a strong team.   Lasting business success comes from building real relationships with customers and employees, not just completing quick transactions. Make every interaction, at every stage of the journey, an opportunity to connect and leave a lasting positive impression.   Simple acts of recognition like calling someone by name, thanking them for their loyalty, or leaving a handwritten note can have a huge impact. These small gestures, which are often free or inexpensive, show customers that they are seen and valued, not just another number.  Consistent positive experiences build trust. No matter where your customers interact with your brand, whether on an app, in person, or through customer service, the experience should feel consistent and reliable.   Plus, Taylor talks about his new book, Give Hospitality, a story about how an uplifting, generous culture transforms both customers and employees. Tune in!  Quote:   "The essence of hospitality is the ability to make people feel welcome, comfortable, and important."  About:     Taylor Scott is an inspirational keynote speaker and organizational development consultant. He is a best-selling author, and his new book, Give Hospitality: A Hopeful Story of What Happens When We Live, Work, and Love from a Place of Generosity, is now available on Amazon.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Send us a textLoyalty360 sat down with David Andreadakis, Chief Commercial Officer at Loyalty Juggernaut, for a wide-ranging discussion on the evolution of customer loyalty, the shifting role of providers, and why actionable data — not just data collection — will separate tomorrow's leaders from the rest.Andreadakis, who joined Loyalty Juggernaut five months ago, brings a deep appreciation for the intersection of creativity, data, and customer experience. With a personal passion for music and storytelling, he approaches loyalty as both a science and an art — one that requires brands and providers to continually innovate and adapt.

Der Loyalty Espresso ist das Kurzformat des Loyalty Talk Podcasts und liefert relevante Insights und Denkanstösse für alle, die sich mit CRM, Kundenbindung und Loyalität beschäftigen. Wie ein starker Espresso am Morgen: kurz, intensiv und belebend. Genau so servieren wir die spannendsten Loyalty-News aus der DACH-Welt. Themen dieser Premieren-Episode des Loyalty-Espresso: • Aldi Belgien rollt Loyalty-Programm landesweit aus • Discounter Norma lanciert App mit exklusiven Rabatten • Lidl verknüpft digitalen Pfandbon mit Lidl Plus • Rewe setzt für neues Treuepunktprogramm auf App-only Strategie • Jö-Bonusclub stellt auf App-first um und erfasst weniger Daten bei Anmeldung Weiterführende Links: Alexander Süßel auf LinkedIn: https://www.linkedin.com/in/suessel-alexander-loyalty Michael Bietenhader auf LinkedIn: https://www.linkedin.com/in/michaelbietenhader Alle Folgen des Loyalty Talk: https://www.loyaltytalk.com Mehr zur MilesAhead AG: https://www.milesahead.ch

Many companies claim to put customers first. Yet when teams and technology don't work together, customers get bounced between departments, forced to repeat themselves, and often leave without answers. The result: frustration, lost trust, and profitable customers choosing competitors. In this episode of Doing CX Right, Stacy Sherman and Bill Staikos break down customer journey orchestration—what it is, why it matters, and how it helps organizations keep the customers who drive sustainable growth. They pinpoint where breakdowns happen and share practical strategies to prevent them. Together, they stress that orchestrating journeys is more than mapping touchpoints. It means bringing teams, systems, and workflows into sync so every interaction feels consistent, helpful, and meaningful. They explain why looking only at single touchpoints or metrics misses the bigger picture. And they argue that escalations are not isolated complaints but red flags pointing to deeper systemic issues. Listeners will learn concrete strategies to: Give frontline teams the tools and authority to solve problems quickly. Break down internal silos that slow response times. Use systems, data, and processes together to create seamless experiences. Spot patterns in customer complaints that reveal deeper organizational gaps. Discover how focusing on the entire enables your organization to deliver experiences that make an impact and drive measurable results. Learn more at   Book time with Stacy through this    

Send us a textIn this edition of Loyalty360's Executive Spotlight, we speak with Erik Kapila, Director of Loyalty at Marcus Theatres. With over 25 years of experience spanning CPG, retail, and entertainment, Erik brings a wealth of knowledge in loyalty program strategy, analytics, and customer experience. During this conversation with Mark Johnson, Loyalty360's CEO, Erik shares his journey from Procter & Gamble and Kimberly Clark to launching loyalty programs at Fleet Farm and Marcus Theatres. He discusses the unique challenges and opportunities in entertainment loyalty, the importance of personalization and member value, and the insights that drive meaningful engagement. Erik also offers thoughtful advice for early-career professionals, emphasizing the importance of deeply understanding your customers and solving real business problems. 

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John R. DiJulius III discuss the importance of creating an above and beyond culture in customer service. They explore how empowering employees, defining what above and beyond means, and overcoming fears can lead to exceptional customer experiences. The conversation also covers various types of above and beyond opportunities, the significance of anticipatory service, and the role of storytelling in fostering a culture of excellence. The episode concludes with insights on celebrating above and beyond stories to inspire and motivate employees.   Takeaways Creating an above and beyond culture benefits both customers and employees. Above and beyond is defined as doing something unexpected for customers or coworkers. Empowering employees is crucial for fostering a culture of service excellence. Fear of repercussions can prevent employees from going above and beyond. Storytelling can inspire employees to recognize and act on service opportunities. Anticipatory service involves identifying customer needs before they arise. Service recovery can enhance customer loyalty when handled well. Celebrating above and beyond stories motivates employees to strive for excellence. Leaders must model the behavior they want to see in their employees. A culture of service excellence requires ongoing training and recognition.   Links Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books Zappos call:  https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.In today's episode Aaron Dauphinee, from the Wise Marketer Group speaks with Lisa Copeland who is the VP of Loyalty and Customer Engagement for Amtrak. Amtrak is the national passenger railroad company for the United States with more than 32 million passengers stepping aboard Amtrak's trains in 2024 and the rail line also sees 87K rides on 300+ trains daily. Prior to Lisa's career she held a balance of Customer Engagement and Brand roles at powerhouse brands such as Lowe's, Hilton and Pandora. This has her bringing forward a set of changes at Amtrak that will properly see Brand Marketing and Customer Loyalty delivered in unison to provide their customers with experiences, benefits and rewards, and product innovation (i.e. new train design and features) to create a viable alternative to air and car travel. It's a conversation about delivering big "L" loyalty that you will not want to miss.Show Notes:1) Lisa Copeland2) Amtrak3) The Wise Marketer™4) Unreasonable Hospitality - AudioBook5) Unreasonable Hospitality - Book

Send us a textIn the world of hospitality and entertainment, where luxury experiences and personalized services are paramount, MGM Resorts International stands out for its ability to blend world-class gaming with immersive experiences. With a portfolio that spans across the globe—from Las Vegas to international markets like China, the United Arab Emirates, and Japan—MGM Resorts has mastered the art of customer loyalty through its innovative MGM Rewards program. At the forefront of this transformation is Anil Mansukhani, Vice President of Loyalty Marketing, who has led the charge in shaping the program to meet the evolving needs of MGM's guests.

Send us a textReady to inject some punk spirit into your customer experience? In this episode of the Customer Success Playbook, Adrian Swinscoe joins Roman Trebon to explore the delicate art of reducing friction without losing that vital human touch. From the bustling cultural tapestry of Edinburgh's Fringe Festival to personal tales of rock climbing and postponed trips to Japan, Adrian sets the stage with personality before diving into why not all friction is bad. He reveals why some “effortful” moments between a brand and its customers actually build loyalty, and how removing them in the name of efficiency can backfire spectacularly. If you're looking to refine your customer journey without sterilizing it, this episode serves up the perfect balance of practical wisdom and a punk attitude.In a world obsessed with streamlining every process, this episode is a refreshing reminder that operational efficiency is not always the hero of customer success. Adrian Swinscoe brings a nuanced perspective: friction isn't the bogeyman it's often made out to be. By distinguishing between “good friction” — those meaningful touchpoints that enrich customer relationships — and “bad friction” that truly hinders progress, organizations can avoid the pitfall of a too-easy, yet emotionally barren, experience. His example of a company that saw sign-ups soar but retention dive thanks to over-simplification is a cautionary tale for businesses tempted to sanitize their customer journey too aggressively.The actionable takeaway? Approach your customer journey analysis with deliberate care and use data combined with direct customer feedback to fine-tune that balance. This means digging deep into customer stories and operational metrics to identify where technology should speed things up and where human moments need to be preserved or even amplified. Adrian's advice serves as a critical chapter in your customer success playbook, fueling smarter decisions that respect both business goals and the emotional dynamics that bind customers to your brand.Bonus: His reflections on rock climbing as a meditative, focus-driven hobby provide a clever metaphor for the customer success journey itself—it's about balance, precision, and the right amount of challenge.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

A growing number of AI startups and tech companies are adopting a grueling 9 a.m. to 9 p.m. six-day work schedule and calling it the new formula for winning. But what does this mean for the employees expected to sustain that pace and for the customers who depend on their service quality, empathy, and problem-solving? In this episode, Stacy Sherman examines the facts behind this extreme approach, shares her expert view from a customer experience perspective, and explains why chasing short-term gains at the expense of employee well-being ultimately damages customer experience. You will hear what leaders can do right now to keep teams energized, engaged, and consistently delivering fast, accurate, and caring customer interactions. Her insights will challenge how you think about productivity and leave you with actions to preserve employee well-being while ensuring customers receive the level of service that drives loyalty and long-term revenue. Listen now to get ahead of a change that could define the future of your workplace. Learn more at   Book time with Stacy through this  

Episode 176: Get our no-fluff training on how to build a profitable online business: https://app.digitaltrailblazer.com/register-launch-scale Many online business owners are stuck in the expensive cycle of constantly chasing new customers while struggling with high refund rates, chargebacks, and one-time buyers who never purchase again. This approach is not only the most costly way to grow, but it also creates unsustainable businesses dependent on unpredictable traffic sources.In this episode, Kaci Brown teaches us how to build genuine trust that transforms one-time buyers into loyal brand evangelists. She shares practical strategies for creating feedback loops, implementing proper onboarding systems, and leveraging AI to provide ongoing customer support that keeps clients engaged and spending more over time.About Kaci Brown: Kaci is a mom of 4, business coach, entrepreneur, an eternal free-spirited optimist, and host of the Amplify My Impact podcast. Her passion is simple: helping purpose-driven leaders like you cut through the noise, stop overthinking, and build businesses that align with their values and goals.For years, Kaci has worked with entrepreneurs who felt stuck—trapped in their own heads or overwhelmed by everything on their to-do list and ever-expanding vision, and here's what she's learned: the secret to real progress isn't about doing more—it's about unapologetic soul-alignment; getting clear, staying focused, and showing up consistently.Connect with Kaci:https://amplifymyimpact.com/ https://www.facebook.com/AmplifyMyImact https://www.facebook.com/KaciBrownHQ/ https://www.instagram.com/kacibrownhq/ https://www.youtube.com/@kacibrown3217Want to SCALE your online business bigger and faster without the endless hustle of networking, referrals, and pumping out content that nobody sees?Grab our Ultimate Ad Script for Coaches, Agencies, and Course Creators.Learn the exact 5-step script we teach our clients that allows them to generate targeted, high-quality leads at ultra-low cost, so you can land paying customers and clients without breaking the bank on ad spend. Grab the Ultimate Ad Script right HERE - https://join.digitaltrailblazer.com/ultimate-ad-script✅ Connect With Us:Website - https://DigitalTrailblazer.comFacebook - https://www.facebook.com/digitaltrailblazerTikTok: https://www.tiktok.com/@digitaltrailblazerTwitter: https://twitter.com/DgtlTrailblazerInstagram: https://www.instagram.com/DigitalTrailblazer

Send us a textWith a legacy that spans nearly a century, Tractor Supply Company (TSC) has grown from a humble mail-order catalog to the largest rural lifestyle retailer in North America. With over 2,500 stores across the U.S., including the Tractor Supply brand and pet-specialty retailer Petsense by Tractor Supply, the company continues to evolve—not just in size, but in how it builds meaningful, lasting relationships with its customers. Driving customer loyalty for the brand is Joe Leone, Vice President of Marketing, who now leads Tractor Supply's LEAP team, an integrated unit that oversees Loyalty, Engagement, Analytics, and Personalization. Leone and his team are reshaping the company's customer experience through data, strategic listening, and a deep commitment to mission-driven loyalty. 

Is customer experience (CX) the NEW marketing? Or has it always been? Marketing gets people in the door. Customer experience decides if they stay. Every ad, every touchpoint, every promise—it's all CX. So why do so many companies still treat them as separate? In this episode of Doing CX Right, Stacy Sherman and Nicole Donnelly challenge this outdated mindset. They discuss why great marketing fails without great customer experience, how AI is reshaping market research, and why data alone isn't enough. Plus, hear how one brand drove real growth by putting experience first—and how you can apply the same strategies to your business. Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy . 

Technology enabled, people-focused Customer Service With Matt Whitmer. In today's episode, we're thrilled to welcome Matt Whitmer into the studio. Matt is the Chief Revenue Officer and SVP of Marketing at Mosaicx, a conversational AI provider. He has over 15 years of experience in senior leadership focused on CX and enterprise client relationships. What we cover in this episode: It's all about meeting customers where they are in their journey. Customers want to trust the brands they work with. Customers want to feel like they are being helped, not "sold." Build conduits within your organization to ensure open communication and to bust silos.  The best customer experience is enabled by tehcnology and AI but diven by people. Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations.   Links & Resources:

Send us a textFrom late-night honey butter chicken biscuits to meme-worthy social engagement, Whataburger has cemented itself as a beloved brand with a fiercely loyal fan base. Founded in 1950 by Harmon Dobson in Corpus Christi, Texas, the company was built on a straightforward promise: to serve a burger so big it takes two hands to hold and so good that customers exclaim, "What a burger!" Today, Whataburger is in the midst of a multi-state expansion, combining its storied heritage with innovative technology and personalized digital experiences. At the center of this transformation is Keith McLellan, Group Director of Digital Customer Experience. "As the digital customer experience lead, I'm really focused on leaning into that convenience culture and helping our brand understand the future state of our consumers," McLellan explains. "We're trying to drive the outcome of loyalty through just great food and great service." 

In this episode, Nate Kennedy, former VP of Global Brand Marketing at Horizon Hobby, joins host Kailin Noivo to dig deep into the future of loyalty programs and what most brands are still getting wrong. Nate shares lessons from two decades in ecommerce, from building Select Blinds into a DTC success story to leading Horizon Hobby's marketing evolution. He unpacks how discount-heavy programs create unintentional class divides, why emotional and experiential rewards resonate more with Gen Z and millennials, and how brands can design loyalty systems that actually make customers want to stick around.

Subscribe to the Inside Commerce newsletter:https://www.linkedin.com/newsletters/inside-commerce-7126171854813188096/Episode summary:Imagine walking into a store, stepping onto a scanner, and instantly unlocking a personalised journey that follows you from the shop floor to your phone and beyond. That's the reality Vivobarefoot is building with its MyVivo CRM project - a bold step toward a seamless, omnichannel customer experience.The MyVivo experience begins in-store, where customers are invited to take a foot scan. This isn't just a novelty; it's the foundation for a tailored relationship. The scan captures unique data, helping staff recommend the perfect fit and style. But the magic doesn't stop there.Once the scan is complete, MyVivo connects the dots across every touchpoint. Customers receive personalised recommendations and content through email, the Vivobarefoot app, and even in future store visits. The system remembers preferences, past purchases, and even foot health insights, ensuring every interaction—online or offline—feels connected and relevant.What sets MyVivo apart is the commitment to true omnichannel engagement. Whether a customer shops online, visits a store, or interacts via mobile, their experience is consistent and informed by their unique profile. This not only builds loyalty but also empowers customers to make better choices for their feet and the planet.Vivobarefoot's MyVivo project is more than a CRM upgrade - it's a reimagining of what customer experience can be. By starting with a simple foot scan and extending that data across every channel, Vivobarefoot is setting a new standard for personalized, omnichannel retail.Tune in to listen to Amy Fullerton, Global Head of CRM, discuss how Vivobarefoot built the vision for MyVivo and the process they followed to start implementing this transformative service.Key takeaways:Understanding customer behaviour is crucial for effective CRM.Vivobarefoot aims to encourage a barefoot lifestyle through education and community engagement.Data integration and system alignment are key challenges in CRM.Customer insights are gathered through biometric and behavioral data.The importance of making data actionable for customer engagement.The project is structured around four strategic pillars: product, health, community, and rewards.Future developments will include on-demand health content and personalised recommendations.Chapters:[00:00] Laying the Foundations for a Connected Future[02:41] Understanding My Vivo: Mission and Goals[07:47] Strategic Pillars of Customer Loyalty[11:34] Structuring the Transformative CRM Project[14:19] Tech Challenges in CRM Implementation[19:53] Gathering and Utilizing Customer Insights[25:36] Making Data Actionable for Customer Experience[35:35] Future Vision: On-Demand Health Content

This episode of Let's Talk Loyalty and Loyalty TV is in Spanish. ¿Quieres llevar tu estrategia de lealtad al siguiente nivel? En el episodio más reciente de "Let's Talk Loyalty en Español", contamos con la valiosa perspectiva de Federico Rosas Couret, Consultor Principal en Loyalty & Reward Co. y un experto de primera línea en Customer Loyalty. Federico nos revela cómo diseñar programas de lealtad que ofrezcan mucho más que solo puntos, la receta para lograr un desarrollo exitoso y cómo asegurar un compromiso que impregne cada rincón de tu organización. Además, compartiremos insights sobre la medición del desempeño adaptada a la madurez del programa, y cómo la data y la inteligencia artificial se convierten en tus mayores aliados.Hosted by Alejandro Gonzalez-Saul Show Notes:1) Federico Rosas Couret2) Loyalty & Reward Co3) “El Ladrón de Arte” de Michael Finkel

Send us a textIn the current world of customer loyalty, payments and incentives are no longer just transactional, they are foundational elements that shape how customers feel about a brand. For Vince Chiofolo, Senior Vice President of Revenue Strategy at Dash Solutions, the future of loyalty lies in marrying seamless payments with meaningful engagement. “You can have the best product, service, and price,” Chiofolo explains, “but the payment experience should also be best-in-class.”  Dash Solutions, a fintech pioneer with nearly 30 years of experience, is reshaping how brands deliver rewards and payments. By replacing slow, outdated processes like mailing paper checks with digital, real-time payment options, Dash Solutions makes it easier and faster for businesses to pay customers and employees, while boosting engagement. “At Dash, our rally cry is ‘make payments mean more,'” Chiofolo says. “We don't just process payments; we create experiences that motivate behavior and foster loyalty.” 

How does employee experience impact customer referrals and brand reputation? Disgruntled former employees sharing negative experiences can deter potential customers, causing revenue loss and reputational damage. This insightful episode uncovers the critical connection between employee treatment and customer advocacy. Stacy Sherman and employee advocate Dan Goodman reveal strategies to foster an empowering workplace culture cultivating loyalty. Gain tactics for respectful terminations preventing detractors. Explore case studies on how leadership and corporate values influence customer experiences directly. Learn to create a win-win environment where engaged employees become brand ambassadors, driving positive referrals and shielding your reputation. Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy . 

In this episode, Shannon Miller from IBM and Tom Bockholt from Salesforce discuss how they are enabling clients to accelerate the adoption of AI to transform and elevate customer loyalty strategies and the end to end customer experience.They explore how innovative companies are using AI to drive hyper-personalization, respond to evolving customer expectations, and embed loyalty across the customer journey.The conversation touches on navigating investment risks, overcoming legacy system challenges, and the rising influence of content creators in an increasingly fragmented marketing landscape.Case studies and real-world examples highlight how IBM and Salesforce help clients innovate, implement faster, and deliver measurable business value in an increasingly complex and fast-paced digital and AI powered environment.This episode is sponsored by IBM and Salesforce.Hosted by Bridget Blaise-Shamai.Shownotes:1) Shannon Miller2) IBM3) Tom Bockholt4) Salesforce5) Book: Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty by Patrick Lencioni6) Book: Trailblazer: The Power of Business as the Greatest Platform for Change by Marc Benioff

Send us a textMitch Walden, Senior Director of Digital and Loyalty at Scooter's Coffee, isn't just overseeing a rewards program—he's steering a loyalty transformation rooted in long-term growth, customer-centric innovation, and operational alignment. With nearly three decades of experience spanning e-commerce, CRM, and digital strategy, Walden brings a cross-disciplinary lens to an industry that is evolving as rapidly as consumer preferences.Founded in Bellevue, Nebraska, in 1998, Scooter's Coffee has grown from a Midwest favorite into a rapidly expanding drive-thru specialty beverage chain. With a footprint built on convenience and friendly service, Scooter's aims to deliver "amazing people, amazing drinks, amazingly fast" through 650-square-foot kiosks across the country. The company's culture of hospitality underpins its approach to loyalty—one that Walden has helped evolve to meet the expectations of modern consumers.

7/30/25 - Episode 164Episode SummaryStacey Blood of Blue Shark Journey explains how his brand builds customer loyalty by educating aquarium owners through personalized journeys via SMS and WhatsApp. Instead of relying on discounts, they deliver timely, helpful content based on the customer's tank setup. This approach creates trust, boosts retention, and achieves high engagement with zero unsubscribes—ideal for passionate, info-driven niches.Show Links Blue Shark Journey - https://bluesharkjourney.com/Brand It! Calendar - https://apps.shopify.com/brand-it-calendarTranscript & Videohttps://jadepuma.com/blogs/the-shopify-solutions-podcast/episode-164-customer-loyalty-with-blue-shark

Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons. In this archived episode, Ben Lipsey — Senior Vice President of Customer Loyalty and President of Flying Blue, the joint loyalty program of Air France, KLM, and Transavia — shares a fascinating look into the evolution of airline loyalty.Originally recorded at a time when Flying Blue had just surpassed 22 million members, Ben talks through their bold program updates, including new member propositions, pricing changes, and the creation of a dedicated legal structure for Flying Blue. He also reveals their plans to explore a subscription-based loyalty model.Revisit this conversation for timeless insights on innovation, structure, and strategy in one of Europe's most dynamic airline loyalty programs.This episode was published on 11 January 2024Show Notes:1)⁠ Ben Lipsey⁠2) ⁠Air France⁠3) ⁠KLM⁠⁠4) ⁠Transavia⁠⁠5) ⁠⁠Flying Blue⁠⁠

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Recorded at the Institute Summit 2025, Tracy Holt and Patrece Holt Vance, a brother-sister duo from a family owned shop, share how their business transitioned into a new era of strategic growth and profitability under their leadership. They credit much of their progress to the accountability and peer support they found through the Institute's Peer Groups. Tracy and Patrice also open up about the critical role of workplace culture and employee well-being in their success, and Tracy reflects on how a personal tragedy reshaped his "why" and fuels his drive today. Tracy Holt and Patrece Holt Vance, Performance Place, South Jordan, UT Show Notes Watch Full Video Episode The Institute of Automotive Business Excellence: https://www.wearetheinstitute.com/ Don't Sell, Connect: The Power of Emotion with Your Clients [RR 1032]: https://remarkableresults.biz/remarkable-results-radio-podcast/e1032/ Introduction (00:00:00) Guest Introductions and Family Business Background (00:01:01) Composite Partner Program and Accountability (00:02:00) Vulnerability and Sharing Struggles (00:04:14) Common Struggles Among Shop Owners (00:05:40) Summit Speakers and Dan Clark's Message (00:06:12) The Evolving 'Why' and Taking Action (00:07:07) H Self-Doubt and Risk in Business (00:08:03) Family Dynamics and Succession (00:08:32) Balancing Work and Family Life (00:09:40) Major Life Pivot and Business Purpose (00:11:18) Lessons from Adversity and Team Building (00:13:08) CRM, Marketing, and Customer Loyalty (00:18:16) Profitability, Expansion, and Growth Mindset (00:19:20) Intuition and Sustainable Growth (00:20:39) Cost Management and Expense Control (00:22:10) Fear of Failure and Shifting Mindsets (00:24:24) Expansion, ROI, and Vision (00:26:38) Customer Relations and Word-of-Mouth (00:26:54) Opportunities, Multi-Shop Growth, and Caution (00:28:41) Conference Takeaways: Culture and Accountability (00:30:30) Continuous Improvement and Community Involvement (00:33:06) Implementing Conference Learnings (00:33:52) Thanks to our Partners, NAPA Auto Care and NAPA TRACS Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast: Follow on Facebook:

What does it take to build a brand that earns loyalty across generations? Crayola is more than crayons—it's a creative ecosystem built on emotional insight, personalization, and purposeful storytelling. In this episode of The Modern Customer Podcast, Victoria Lozano, Crayola's Chief Marketing Officer, shares how her team designs meaningful experiences across every touchpoint.

In this episode, we will discuss the power of your customer experience blueprint as well as the best techniques and tactics to craft a culture of hospitality. Customer Experience (CX) has the power to create a true competitive advtantage as well as generate revenue from customer loyalty and word of mouth marketing. We'll explore: The power of a strong Customer Experience Framework Getting your organization on the same page to avoid siloes and duplication Creating a space where employees can do their best work and drive repeatable, engaging customer service Developing a team with a heart for hospitality Deploying your customer experience and hospitality strategy Reinforcing, measuring, and coaching your hospitality and CX strategy for success now and into the future Whether you're a business owner, CX leader, C-Suite Executive, or growth-focused professional, this episode will challenge your thinking and offer practical strategies you can implement today.

What does it take to grow a food tour company without losing what made it special in the first place? Mitch Bach talks with Lauren Aloise, co-founder of Devour Tours and now VP of Marketing and Guest Experience at Walks-Devour Tours, joins us to unpack the hard-earned lessons of scaling with soul. From cooking classes in her Madrid apartment to managing operations across continents, Lauren shares how Devour stayed grounded in hospitality, storytelling, and meaningful local partnerships—even as it greatly expanded.Mitch and Lauren explore the tough questions many tour operators face: How do you train guides to host, not just talk? What gets lost when experiences become too polished? And how do you adapt to a tourism landscape shaped by TikTok, AI, and shifting guest expectations? This episode is packed with insight for anyone trying to grow a purpose-driven experience business—without losing the magic.Join the 20,000 member Tourpreneur Facebook GroupMore show notes at tourpreneur.comNovember 10-13, 2025: Tourpreneur's TourWeek annual conferenceChapters00:00 Introduction to Devour Tours and Lauren Aloise02:23 The Origins of Devour Tours05:54 Evolving the Business Model11:13 The Challenges of Scaling14:30 Customer Loyalty and Brand Connection16:20 The Unique Qualities of Food Tourism20:57 Creating Connection Through Food Tours25:23 The Future of Tour Guiding and AI25:48 The Impact of AI on Tourism and Hospitality27:59 The Power of Shared Food Memories29:25 Balancing Experience and Product in Tours30:33 Investing in Guide Training and Engagement33:29 Building Loyalty and Company Culture34:38 Navigating the Rise of DIY Food Tourism37:41 Adapting Marketing Strategies for a New Generation39:19 The Value of Webinars in Customer Engagement43:16 Learning from Failures and Defining Success47:39 The Importance of Focus in Business Growth

Are you focusing on the right customers? Is your culture creating consistent customer value? Are you leading in ways that actually drive results? In this episode of Doing CX Right®, Stacy Sherman shares five standout takeaways from her conversation with marketing legend Seth Godin. Most brands get customer experience wrong. Seth and Stacy reveal what to do instead—clear, actionable insights that challenge outdated thinking and support long-term growth.  Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this

Leslie Zinn, CEO of Arden’s Garden, shares insights from her journey growing a family business into a beloved wellness brand. She discusses the tension between her mother Arden's unwavering commitment to health and the practical demands of running a profitable enterprise. Leslie highlights pivotal moments, such as navigating the industry's E. coli crisis and unintentionally establishing successful stores in food deserts. Her reflections reveal the powerful impact of mission-driven decisions, customer loyalty, and the growth mindset that sustains their business today. Key Takeaways Leslie’s early experiences balancing her mother's passion for wellness with business profitability. How Arden’s Garden navigated critical decisions during industry-wide health scares without compromising their core values. Unplanned strategic moves into underserved communities that led to surprising success and deep community impact. Resources Mentioned Visit Arden's Garden at https://www.ardensgarden.com Follow Leslie Zinn on LinkedIn at https://www.linkedin.com/in/lesliezinn Follow Arden’s Garden on social media at: Facebook: https://facebook.com/ardensgardenatl Instagram: https://instagram.com/ardensgardenatl Twitter/X: https://twitter.com/ardensgardenatl Join the ConversationThe Steward Chair is about equipping and inspiring business leaders to build organizations that stand the test of time. If this episode resonated with you, share your biggest takeaway and tag us on LinkedIn: Chat With Leaders Media https://www.linkedin.com/company/chatwithleaders/ End of the Line Productions https://www.linkedin.com/company/end-of-the-line-productions/. Elevate your podcast, company meeting, or industry event strategies to better engage stakeholders and drive meaningful growth! Visit ChatWithLeaders.com to learn more about how we can help.See omnystudio.com/listener for privacy information.

In this powerful episode, I sit down with Allison Walsh, branding strategist, author of She Believed She Could, and host of the podcast by the same name. Allison brings her experience from the mental health and startup world to help entrepreneurs—especially women—understand the real power of personal branding.Whether you're just getting started on Etsy or you're building your next big business move, this conversation will help you shift your mindset, lean into your story, and show up with purpose. Allison walks us through her 5-step branding framework, shares how her own book changed her life, and explains why your why is more powerful than any marketing trend.In this episode, we cover: [00:18] From Advocacy to Executive to Entrepreneur [03:31] Imposter Syndrome & Early-Stage Branding Fears [04:49] Building Confidence Through Visibility [07:12] How Consistent Content Creates Momentum [08:40] Why Writing Her Book Was Life-Changing [11:08] Where “She Believed She Could” Came From [12:26] Choosing the Right Book Title for the Brand [13:28] Branding vs. Promotion: Key Distinctions [14:05] Allison's 5M Framework for Brand Building [18:20] Branding + Etsy: A Real Client Success Story [21:27] Purpose-Driven Branding & Customer Loyalty [25:26] How Brands Can Evolve As You GrowConnect with Allison: 

Today, we're joined Marne Martin, the CEO of Emburse whose innovative travel and expense solutions power forward-thinking organizations. We talk about:Building fast-moving & scalable businesses that can lastHow to finance and grow profitable companies to reach an exitThe challenges of finding a competitive edge as GenAI accelerates innovationTesting monetizing AI alongside conventional SaaS monetization

Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies to help you understand customer needs, the power of experience design, and ways to foster cross-team collaboration. Discover how everyone in your company can play a role in enhancing customer interactions and driving business success.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy . 

Loyal customers are the heartbeat of any small business. Today, we're unlocking proven ways to turn one-time buyers into lifelong clients.

Handling Mistakes and Exceeding Customer Expectations  Shep interviews Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose. He talks about how organizations can go beyond customer satisfaction to create exceptional customer experiences by building a strong service culture and learning from both inside and outside their industry.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses convert mediocre customer experiences into exceptional ones?   How can businesses turn unhappy customers into loyal fans?  Why is mere customer satisfaction not enough to ensure long-term loyalty?  How can businesses benchmark their customer experience performance?  How can businesses use customer feedback to prioritize improvements that actually matter?  Top Takeaways:    Having a customer-focused experience starts with the organization's culture. When everyone in the company, from leadership to frontline teams, cares about service, the customer feels it.  Satisfied customers are not necessarily loyal. Satisfaction means their expectations were met but not exceeded. They don't complain because there isn't enough for them to complain about, but that doesn't mean they are happy. So, when another option with a better offering from a competitor, such as a smaller price tag, a more convenient location, or shorter wait times, comes along, they are still likely to leave.  Companies need to learn from good and bad customer feedback, but they should not neglect the customers in the middle. Customers who aren't upset but aren't delighted either are the most likely to leave without saying a word. These customers are dangerous because there is no obvious warning sign before they simply fail to return. Businesses should focus on transforming mediocre experiences into better ones by understanding what is missing and implementing improvements.  When a mistake happens, how it is handled matters even more than the mistake itself. When a business makes mistakes but shows empathy and resolves the issue promptly, customers feel valued and may become more loyal than they were before.  While learning what your competitors are doing right, remember that your customers don't just compare you to companies within your industry. Customers compare you to the best experience that they have had in any industry. Study world-class organizations and what they are doing to stand out. Then consider what you might be able to apply to your brand.   What you think is important may not always align with what the customer thinks is important. To make impactful changes, ask for customer feedback and listen to what matters most to them. Focus your energy and resources on improvements that truly matter to your audience.   Additionally, Jamey shares lessons on providing an exceptional customer experience from his time as Director of Quality for The Ritz-Carlton. Tune in!  Quote:   "If you only focus on fixing really bad experiences and celebrating great ones, you miss the danger in the middle. Customers who say, "It was okay," will likely leave you the moment something better comes along."   About:    Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose: Big Ideas for Fueling Irresistible Corporate Cultures. He served as the Director of Quality for The Ritz-Carlton, Palm Beach, and later as the Performance Improvement Leader of the Americas, where he led high-impact guest experience projects across 26 hotel properties.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Many business leaders believe emotional connection is unquantifiable and too fluffy to produce real results. This episode of Doing CX Right challenges that view. Stacy Sherman and Patrick McCullough of Hallmark Business Connections reveal how emotional engagement directly influences revenue, retention, and customer loyalty. Listen to how a retailer's handwritten card campaign to one million top customers outperformed all other marketing campaigns. Discover how a tool empowered call center teams to turn everyday interactions into loyalty-building experiences. If you think emotions can't be measured—or don't affect your bottom line—this episode proves otherwise. Connect with and learn more about innovative approaches to customer experience:  Website & Resources:  Got questions for Stacy Sherman, reach out at  Book time with Stacy through this   Access FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous    

What does it really look like to build a profitable product-based business in a small town—with your whole family involved? In this episode, I chat with Kim Videkovich, co-founder of County Line Meats, a fifth-generation farm-turned-direct-to-consumer brand based in Central Ohio. Kim shares how she and her husband launched their farm business during the pandemic and scaled it using local partnerships, a smart subscription model, and an ultra-intentional customer experience—while also juggling a full-time job and raising three boys. Whether you're selling physical products or just want to create stronger community connections, Kim's story is full of down-to-earth insights on visibility, pricing, and building local trust without burning out. You'll hear:How Kim turned a one-freezer experiment into a 12-freezer operation with recurring monthly revenueThe subscription strategy that made their premium beef more accessible and created consistent incomeCreative ways County Line Meats built visibility in the community—without relying on farmers' marketsWhy pricing with confidence is a game-changer (and how their butcher helped validate their value)How Kim uses email storytelling to drive sales and deepen customer connectionThe systems she uses to keep things simple, convenient, and scalable for a small local audience CONNECT WITH KIM:Website: www.countylinemeatsohio.comInstagram: @countylinemeatsohioFREE Download: Three Favorite Family Recipes - https://www.countylinemeatsohio.com/downloads