Podcasts about customer loyalty

Send us Fan MailWhen Candice Troupe, the Senior Vice President of Marketing & Partnerships at Scene+, assesses the loyalty space in Canada, one word comes to mind: crowded. She notes that the average Canadian has about 15 loyalty cards in either their physical or digital wallet.  While this growth in loyalty is a welcome development for Canadians, an increasingly crowded marketplace can also make things a little more complicated for consumers to find the rewards and benefits that fit their needs. This is where Scene+ comes in.  Started almost 20 years ago as a partnership between Cineplex and Scotiabank, Scene+ has grown into a 15-million-member customer loyalty ecosystem spanning entertainment, grocery, fuel, home improvement, travel, and more.  

A CMO Confidential Interview With Aarron Spinley, Director at the Field Bell Institute and Author of "The Customering Method." Aarron discusses his belief that customer management deserves its own discipline as part of marketing, that understanding customer needs is the foundation of sales, and why popular metrics can be misleading. Key topics include:- Why you should "learn the asset versus learn instead of the measures"- The need to focus on "unnatural churn"- The difference between automation and serviceTune in to hear why he's not fully on board with NPS and a story about "trendy rabbit holes." ⏱️ Chapters00:00 - Introduction to CMO Confidential and Guest Aarron Spinley01:23 - Defining Customer Experience and "Customering"04:35 - Limitations of Marketing Concepts and Survey Data in Customer Management06:53 - Drivers of Customer Loyalty vs. Net Promoter Score (NPS)10:11 - The Relationship Between Customer Satisfaction and Loyalty in Banking12:30 - The Correct Sequence of Customer Management: Asset, System, Measurement13:59 - Market Orientation vs. Sales Orientation within a Customer Base27:28 - What Effective Customer Interaction Looks Like30:02 - The Role of AI and Centralized Decisioning/Orchestration32:52 - Career Advice: Focus on Fundamentals Over Tools34:36 - Conclusion and Closing RemarksSubscribe for weekly episodes featuring world-class marketing leaders, board members, and C-Suite executives.#CMOConfidential, #MarketingLeadership, #BrandStrategy, #CorporateActivism, #MarketingStrategy, #CMO, #AIinMarketing, #ExecutiveLeadership, #BrandReputation, #ConsumerTrust, #DigitalMarketing, #MarketingInsights, #ThoughtLeadership, #BusinessStrategy, #CustomerCentricSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

E-commerce order volumes are climbing, but bottom-line profits aren't keeping pace.  In this episode of Supply Chain Now, Scott W. Luton and Tevon Taylor are joined by Lori Boyer, Head of Content Marketing at EasyPost and host of Unboxing Logistics. They explore how to protect margins by moving away from broad averages and toward customer precision and AI-driven routing strategies.   Lori explains how unmanaged growth creates a hidden operational tax for businesses. She makes the case for focusing on order quality over pure volume, calculating the true contribution margin per order, and using technology to treat delivery as a customer retention tool rather than a standard cost center. She also shares a case study where an operator leveraged practical AI tools to save $2 million annually and drastically cut late deliveries without changing carriers or contracts.   Tevon and Lori discuss core operating principles for winning organizations; breaking free from baseline defaults, segmenting customers by economic value, and building multi-carrier optionality to safeguard against rate spikes. They highlight how moving past standard averages helps operators stop losing money and ensure top customers receive the elite experience they deserve. Jump into the conversation: (00:00) Intro (06:50) The e-commerce growth vs. profit gap  (08:41) How today's e-commerce complexity is different  (12:12) Shifting from broad growth to order profitability  (14:12) Rising customer acquisition costs and retention value  (18:22) Dashboard lies and the death of averages  (21:44) Breaking down the true cost of customer margin  (23:57) Starting with a simple profitability spreadsheet  (26:33) Segmenting customers by order economics  (28:18) Automating logistics decisions with practical AI tools  (37:18) Prioritizing reliability and visibility over delivery speed (41:00) Redefining optionality as a bottom-line margin strategy (44:34) Traits that separate winning operators from those struggling (48:39) Leveraging Luma AI workflows to locate hidden shipping costs (51:05) Prioritizing customer lifetime value over broad funnel acquisition Additional Links & Resources: Connect with Lori Boyer: https://www.linkedin.com/in/loribboyer/ Connect with Tevon Taylor: https://www.linkedin.com/in/tevontaylor/ Learn more about EasyPost: https://www.easypost.com/ Learn more about Pegasus Logistics Group: https://www.pegasuslogisticsgroup.com Learn more about Unboxing Logistics: https://www.easypost.com/podcast/ Upcoming Live Programming:  https://supplychainnow.com/upcoming-live-programming/ Supply Chain Now Resource Hub: https://supplychainnow.com/resource-hub/ Learn more about our hosts: https://supplychainnow.com/about Learn more about Supply Chain Now: https://supplychainnow.com Watch and listen to more Supply Chain Now episodes here: https://supplychainnow.com/program/supply-chain-now Subscribe to Supply Chain Now on your favorite platform: https://supplychainnow.com/join Work with us! Download Supply Chain Now's NEW Media Kit: https://supplychainnow.com/media-kit/ WEBINAR- The Future of Supply Chains: Where Talent Meets Technology: https://bit.ly/4uUuxkc WEBINAR- Peak Reality Check: What Shippers, Analysts, and AI Models Are Predicting for 2026: https://bit.ly/4aTlsRv WEBINAR- From Volume to Resilience: How Automotive Supply Chains Are Adapting to a New Market Reality: https://bit.ly/4f6SUGA WEBINAR- The Automotive Industry's Next Digital Breakthrough: https://bit.ly/4vhUwT4 This episode was hosted by Scott Luton and Tevon Taylor, and produced by Trisha Cordes, Joshua Miranda, and Amanda Luton. For additional information, please visit our dedicated show page at: https://supplychainnow.com/more-orders-less-profit-whats-going-on-1608 The content in this episode, including all audio, videos, visuals, and graphics, is the property of Supply Chain Now and is protected by copyright law. Unauthorized use, reproduction, distribution, modification, or re-uploading of this content in any form is strictly prohibited without explicit written permission from Supply Chain Now.For licensing inquiries or permissions, please contact us at production@supplychainnow.com© 2026 Supply Chain Now. All rights reserved. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Ian Selbie is a globally recognized sales expert, author, speaker, and podcast host with more than 25 years of experience helping organizations improve sales performance and sustainable growth.He has trained and coached more than 17,000 sales professionals worldwide and previously worked at Apple, where he was named the company's Top Salesperson in the World in 1990.Ian is the author of If You Were Arrested for Selling, Would There Be Enough Evidence to Convict You? and the host of Confessions of a Sales Pro.SHOW SUMMARYIn this episode of Selling from the Heart, Larry Levine and Darrell Amy welcome Ian Selbie to discuss selling with curiosity, compassion, and strong fundamentals.Ian shares his framework: “Call high, find the pain, bring the gain, and do it again and again.” He explains why salespeople should begin with decision-makers, uncover real business challenges before presenting solutions, and avoid sending proposals to unqualified opportunities.The conversation also explores several of Ian's “Seven Deadly Sins in Selling,” including calling too low, proposing too early, and expecting CRM technology to fix a broken sales process.KEY TAKEAWAYSSelling from the heart begins with genuine curiosity, compassion, and a commitment to helping customers succeed.Start every opportunity at the highest level possible—decision-makers can say yes, while influencers often cannot."Call high, find the pain, bring the gain" provides a simple framework for creating meaningful customer conversations.Never present a proposal before you've fully qualified the opportunity and uncovered the customer's true business challenges.Technology doesn't fix poor sales fundamentals—a CRM only amplifies the quality of your existing sales process.The strongest path into executive leadership is through earned referrals built on trust and consistent value.HIGHLIGHT QUOTESCall high, find the pain, bring the gain, then do it again and again.Influencers can say no. Decision-makers can say yes.If your sales team were arrested for selling, would there be enough evidence to convict them?A CRM doesn't fix broken sales processes—it magnifies them.Value grows when you increase the benefit, not when you decrease the price.ADDITIONAL RESOURCESExplore the secrets of heart-centered leadership and thriving workplace cultures with Culture from the Heart Podcast! Nominate a visionary CEO at www.culturefromtheheart.com!Listen to Larry Levine's Bestselling Book: Selling in a Post-Trust World! Now available on Audible! Transform your sales approach with insights that matter.  Subscribe to The Selling from the Heart Podcast Youtube Channel! Stay updated with the latest episodes and leadership tips: Selling from the Heart YouTubeGet Your Daily Dose of Inspiration:Click Here for Your Daily Dose

In this not-to-miss episode of Do Good to Lead Well, I am joined by Marcus Buckingham—the world's foremost expert on human strengths and engagement—for a candid, data-rich conversation about bringing love into leadership. Drawing on his latest book, Marcus redefines love for the modern workplace: not as romance, but as an intentional design for human flourishing and extraordinary results.Our conversation begins with the deeply personal, as Marcus shares the vulnerability and lessons he learned after selling his beloved company, sparking a compelling case for why “designing love in” must be at the core of modern organizations.He also directly challenges the widespread myths that love makes organizations weak or leaders soft. Instead, tough love emerges as a vital force; sometimes the most loving thing a leader can do is share hard truths or make difficult calls. This episode dives into the real-world consequences of unloving practices like inefficient handoffs or unmanageable spans of control, offering concrete strategies for leaders to build truly vibrant, trust-filled cultures.Whether you're a CEO who wants to transform your organization a team leader wanting to create an environment where you people flourish, this episode provides an evidence-based blueprint. Discover why love is the ultimate performance driver and how you can start designing it into how you lead today.What You'll Learn- The power of love at work.- Redefining love in organizations.- From 'OK' to 'I Love It': The J-Curve of Experience.- Tough love: The role of accountability.- What are loving and unloving practices at work?- The ABCs of leading with love (Authenticity, Beliefs, Customs)Podcast Timestamps(00:02) - Introduction and Origin Story(02:17) - Vulnerability and Lessons from Selling a Business(06:00) - The Business Case for Designing Love In(11:22) - Defining Love in Organizations(17:11) - The Critical Importance of “Fives”(23:18) - Loving and Unloving Workplace Practices(32:11) - Tough Love and Accountability(36:17) - The ABCs of Leading with Love(44:02) - Rebuilding Trust and The Five Feelings of Love(51:07) - The Future of Designing Loving ExperiencesKEYWORDSPositive Leadership, Human Performance, Gallup, StrengthsFinder, Business Case for Love, Organizational Culture, Employee Engagement, Workplace Love, Trust, Team Building, Positive Experiences, Spans of Control, Loving Handoffs in Customer Service, Customer Loyalty, Authenticity, Tough Love, Human Flourishing, Loving and Unloving Practices, CEO Success

Send us Fan MailBefore Nicole Hulstein began her role as Loyalty Campaign Development Manager at Food Lion, she worked in category management for the grocery chain, primarily focused on produce. And while there might not seem to be a very close connection between loyalty programs and produce, Hulstein sees her former role with the company influencing her approach to her current role. "That background really helped shape how I think about loyalty today,” Hulstein said. “The experience in produce really helped me to understand the product side, the customer side, and the importance of delivering both quality and value and really leaning into my merchant mindset to deliver those things.” Food Lion is an omnichannel grocery retailer with more than 1,100 grocery store locations, operating over a 10-state footprint on the East Coast. Headquartered in Salisbury, North Carolina, the grocery chain was founded in 1957.  

Send us Fan MailPlatforms such as Spotify, Amazon, and Netflix have not only innovated how people consume music, shop for everyday items, and watch movies and television—they have also permanently transformed the relationship that consumers have with brands.  By training consumers to expect experiences tailored to their preferences, these platforms have made personalization, convenience, and seamless omnichannel experiences increasingly non negotiable features that brands are expected to deliver with their products and services. Ian Young, Senior Director & Head of Business Development at Comarch, also sees these shifting consumer expectations playing out with loyalty and rewards programs today.  To build lasting emotional loyalty among their members, brands must now think beyond just points and make personalization a key cornerstone of their programs. And to effectively embed seamless personalization across all the channels of their loyalty program, brands must invest in artificial intelligence, according to Young. 

Want customers to buy more without feeling pushy? When people receive value first—whether it's a small gift, helpful advice, premium content, or an unexpected surprise—they're naturally more likely to trust your brand and return the favor. Samantha Conner shares practical ways retailers and wholesale brands can use reciprocity to build stronger customer relationships and increase sales.  You'll learn: Why reciprocity is one of the most powerful sales principles Ways to solve customer problems before asking for the sale Why unexpected bonuses create repeat customers The difference between authentic generosity and manipulation Join The Boutique Hub  ____________________________ Ashley Alderson: Instagram     The Boutique Hub: Website | Facebook | Instagram | Pinterest | TikTok | YouTube

What if I told you that everything you think you need to grow your business — the followers, the perfect brand, the credentials, the viral moment — none of it is actually what's going to make you successful? Today I'm giving you the one thing that will. READ MORE HERE

Send us Fan MailWhat if the most valuable thing a customer could do for your business was complain? In this episode of Navigating the Customer Experience, Yanique Grant sits down with Michael Podolsky, co-founder and CEO of PissedConsumer.com and Wisebrand.com, to explore the power of negative feedback and why organizations that take it seriously are the ones that build lasting customer loyalty.Michael built PissedConsumer.com after a deeply frustrating personal experience as a customer left him with no recourse and no resolution. Starting with just $200 and no venture backing, he has grown the platform over the past 20 years into a consumer advocacy powerhouse serving over 30 million users. His message to businesses is consistent: complaints are not your enemy. They are your most honest source of business intelligence.WHAT YOU WILL LEARN IN THIS EPISODE87% of consumers contact a company directly before leaving a negative review online. That statistic sits at the heart of everything Michael teaches. By the time a review is posted, the customer has already tried to reach you. The review is not the problem. The missed connection is.In this conversation, Yanique and Michael explore how organizations of all sizes can shift the way they receive and respond to consumer feedback, including how to categorize complaints by severity, how to establish timelines for resolution, and why the department most often blamed for service failures is rarely the one responsible for causing them.KEY TOPICS COVEREDFrom a Bad Vacation to 30 Million UsersMichael shares the origin story behind PissedConsumer.com, which was born from a travel experience that left him with no recourse as a consumer. That frustration became the foundation for one of the largest negative review platforms in the world.Collective Complaints: A New Way to Get Businesses to RespondPissedConsumer.com recently introduced a collective complaint feature that groups consumer feedback around a single issue and gathers signatures to amplify the message. Companies that routinely ignore individual complaints have begun responding to collective ones.Complaints as Small Gifts72% of consumers who leave negative reviews are trying to protect future customers from the same experience. They want things to improve. Michael's position is that every complaint is a gift, and businesses that receive it that way build stronger relationships than those that deflect or dismiss.Customer Service Is Not a Deflection MechanismMichael addresses one of the most common and costly mistakes in large organizations: treating customer service as a buffer designed to keep consumers away from the business rather than a function empowered to fix the actual problem. When customer service has real authority and clear escalation paths, the feedback loop works.Empowering Your Team with AIMichael shares how his organizations have deployed agentic AI systems using multiple models across departments including recruitment, operations, marketing, and deep research. His belief is that business leaders must integrate AI and human institutional knowledge now, not later.The Last Generation to Manage Only Human TeamsPerhaps the most thought-provoking moment in the conversation comes when Michael reflects on where AI is taking the workforce. His message to his own employees: in nine months, the company will either need 70% fewer people or will be ten times more productive. Every single person chose productivity.BOOK RECOMMENDATIONGetting Past No by William Ury. Michael has carried this book on negotiation and conflict resolution for over 40 years. For anyone who deals with difficult customers, challenging conversations, or resistant stakeholders, this is the read he points to first.CONNECT WITH MICHAEL PODOLSKYLinkedIn: Search Michael Podolsky, PissedConsumer Website: pissedconsumer.com Website: wisebrand.comFOLLOW NAVIGATING THE CUSTOMER EXPERIENCEX (Twitter): @NavigatingCX Facebook: Navigating the Customer Experience Community LinkedIn: Yanique Grant Website: yaniquegrant.com

Send us Fan MailFor most financial institutions, launching a new rewards credit card means explaining the benefits to customers. For the North Carolina State Employees' Credit Union (SECU), it meant starting much closer to home. When SECU introduced its new rewards card portfolio last year, the credit union wasn't simply adding another product. It was introducing an entirely new rewards ecosystem to members and employees who had little familiarity with reward cards. Moving from a single legacy Visa card to four distinct offerings required a significant education effort—one that began internally before extending to the membership. Under the leadership of Brad Moats, SVP of Card Product and Portfolio Strategy, SECU launched employee pilots, hosted virtual manager meetings, and conducted more than 100 branch district sessions to help employees understand how rewards programs work and how to communicate their value. 

Why does customer loyalty seem harder to earn than ever before?Customers have more choices, higher expectations, and less patience than ever. At the same time, many organizations are struggling to understand why customers aren't as loyal as they once were.In this episode, I sit down with customer experience expert, keynote speaker, and author Jeannie Walters to discuss her new book, Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations, and why customer loyalty has become so fragile.What You'll Learn in This EpisodeWhy customer loyalty is becoming more fragile than ever beforeThe exercise that helps align an entire organization around customer experienceThe difference between reactive customer service and proactive customer experienceWhy emotions play a bigger role in customer loyalty than many organizations realizeWhy small moments often have a bigger impact than big momentsThe role intentional leadership plays in creating a better customer experienceChapters00:00 Introduction to Experience Is Everything05:10 Creating a Customer Experience Mission Statement11:13 The Importance of Internal Alignment15:03 Bridging the Gap in Customer Loyalty and Customer Expectations18:57 Proactive vs. Reactive Customer Experience21:03 Managing Negative Emotions in Customer Experience25:25 The Power of Small Moments32:23 Jeannie's Experience Is Everything 5-Song PlaylistAbout Jeannie WaltersJeannie Walters is an award-winning customer experience expert, keynote speaker, founder of Experience Investigators, and author of Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations. Through her consulting and speaking, she helps organizations improve customer loyalty, increase retention, and create more customer-centric experiences. Connect with Jeannie WaltersJeannie's Website Experience Investigators Jeannie's Book - Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations Jeannie on LinkedIn Connect with Matt LylesCheck Matt's speaking availability Subscribe on YouTubeMatt on LinkedIn Matt on Instagram Subscribe to Matt's newsletterSubscribe and listen on Apple Podcasts Subscribe and listen on Spotify

The episode reveals a structural shift where “AI powered” has moved from a selling point to a source of liability and customer distrust. Surveys from WordPress VIP, the Pew Research Center, and Carnegie Mellon University indicate that both consumers and professionals increasingly see visible AI in products and services as a negative attribute, eroding trust rather than adding perceived value. This trend impacts MSPs directly, as their role in advising clients on technology adoption now brings increased accountability for customer experience outcomes tied to AI-driven automation. According to a WordPress VIP survey, 60% of US consumers are deterred by the term “AI” in brand marketing, and 86% do not fully trust AI-delivered information, preferring original sources. The Pew Research Center found that, while 49% of US adults now use AI chatbots, 40% believe AI will worsen society and 67% distrust regulatory oversight. A Carnegie Mellon study of working visual artists reported 99% disapproving of generative AI and 85% refusing to use it. These quantified findings underscore a broad disconnect between AI adoption and public trust. Additional research reinforces this skepticism and clarifies operational risks. AnswerConnect's survey of 6,000 consumers across the US, UK, and Canada found that 85% prefer human service over bot interactions, 57% lose trust in brands using AI for support, and 73% exhibit greater loyalty to businesses maintaining human involvement. Data from Fractal and Search Engine Land shows that the share of consumers who say heavy AI use would decrease their trust in a brand nearly doubled in a year, rising from 20% to 39%. Furthermore, 84% desire businesses to disclose AI use, yet only 20% of businesses consistently do so. These patterns suggest tangible declines in customer loyalty and increased expectation for transparency surrounding AI deployment. For MSPs and IT service providers, visible AI in customer-facing areas introduces pricing risk and trust liabilities. Delegating key customer interactions to AI without clear disclosure can erode brand equity and disrupt client retention metrics. The operational recommendation is to segment human-in-the-loop service as the standard premium offering, with fully automated AI positioned as a disclosed, lower-tier alternative. Writing these distinctions explicitly into contracts and statements of work—pairing them with actual client retention data—enables more defensible pricing and clarifies accountability, helping avoid unintended consequences tied to silent automation. 00:00 The Turn-Off  03:39 Reading the Motive 05:25 The Loyalty Account 08:35 Why Do We Care?    Supported by:  Pax8  ScalePad    Sign up for the SMB Online Conference: www.smbonlineconference.com

Send us Fan MailWhen Reba Hatcher, Chief Commercial Officer for ButcherBox, looks back on the origins of her company's loyalty program, she sees it being driven in part by the fact that she's a self-proclaimed “data nerd.” Before becoming Chief Commercial Officer, Hatcher served as chief of staff to ButcherBox co-founder and CEO Mike Salguero and also led the company's data analytics platform. And as she began looking at the data in 2018, Hatcher could see that ButcherBox was falling into the trap of treating its customers as a “monolith.” “When you get to 200,000 and 300,000 customers, that starts to kind of fall apart because they're not all the same,” Hatcher said. “They have different lifestyles, they have different needs, and their interactions with ButcherBox are different.” 

What if your "side hustle experiment" accidentally became a multi-store franchise brand? Lindsay Rando, Bobbles & Lace, didn't set out to build a retail empire. She started with a $70 jewelry pushcart on the streets of downtown LA—and 20 years later, that same mindset evolved into 30+ boutique franchise locations built on styling, community, and real human connection. Inside this conversation, Ashley Alderson and Lindsay break down what actually drives retail success. Her story challenges everything we think we know about scaling a boutique: it's not about perfect planning, it's about repeatable experiences, leadership growth, and learning fast from every "mistake" along the way. You'll learn: How a $70 pushcart turned into a multi-state franchise system Why leadership—not marketing—is the real growth bottleneck The mindset shift from entrepreneur → CEO → leader Why clarity in communication solves 90% of team problems Join The Boutique Hub Retail Bootcamp Accelerator   Lindsay Rando & Bobbles & Lace: Instagram:@bobblesandlace Website:bobblesandlace.com                              ____________________________ Ashley Alderson: Instagram     The Boutique Hub: Website | Facebook | Instagram | Pinterest | TikTok | YouTube

AI platforms are changing how customers discover brands.Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.Sign up for their live session at loyaltyinsiders.com.--------------------------------When Sky recognised that loyal customers didn't always feel rewarded for their commitment, it transformed its approach to customer loyalty.In this classic Let's Talk Loyalty episode, Rob Chandler , Former Head of Customer Loyalty shares the story behind Sky VIP – the industry's first tenure-based programme built on the promise that "the longer you stay, the better it gets."From exclusive experiences to innovative ways of saying thank you, this episode offers timeless insights into creating loyalty that lasts.Show Notes:-1) Rob Chandler2) Sky VIP3) #39: Sky VIP UK with Head of Customer Loyalty, Rob Chandler

Send us Fan MailAs one of the pioneers of loyalty and rewards programs, the airline industry has long known the value these programs bring when it comes to customer engagement and retention. But in the aftermath of the Covid-19 pandemic—which ground travel to a halt—airline rewards programs became arguably more important than ever, as airlines across the world sought to get people flying again.  But according to Byron Kelly, Director of Loyalty at WestJet, the Canadian airline was getting more traction out of its WestJet RBC Mastercard, its co-brand credit card with Royal Bank of Canada, for purchases made on everything outside of travel.  “There were months where airlines were getting more money in cash receipts from their co-brand credit card spend than they were in ticket sales because nobody was buying tickets,” he said. “So, COVID wasn't a blessing for anyone but in some ways for loyalty programs it's shined a bit of a spotlight on the value, and I think helped accelerate acceptance of the value of the programs in some ways coming out of COVID.” 

Send us Fan MailAs one of the pioneers of loyalty and rewards programs, the airline industry has long known the value these programs bring when it comes to customer engagement and retention. But in the aftermath of the Covid-19 pandemic—which ground travel to a halt—airline rewards programs became arguably more important than ever, as airlines across the world sought to get people flying again.  But according to Byron Kelly, Director of Loyalty at WestJet, the Canadian airline was getting more traction out of its WestJet RBC Mastercard, its co-brand credit card with Royal Bank of Canada, for purchases made on everything outside of travel.  “There were months where airlines were getting more money in cash receipts from their co-brand credit card spend than they were in ticket sales because nobody was buying tickets,” he said. “So, COVID wasn't a blessing for anyone but in some ways for loyalty programs it's shined a bit of a spotlight on the value, and I think helped accelerate acceptance of the value of the programs in some ways coming out of COVID.” 

Most retailers don't have a return policy problem. They have an incentive problem. In this episode of Supply Chain Now, Scott W. Luton is joined by David Sobie, Co-Founder and CEO of Happy Returns, for a deep dive into the returns crisis and reverse logistics. David brings over a decade of real-world experience helping major retail brands turn post-purchase friction into customer loyalty. He shares critical data from their latest report with the NRF, exposing a staggering rise in retail fraud, the undeniable psychology of the in-person return, and why over 70% of merchants are moving away from free returns to save "dead stock" from rotting off store shelves. Jump into the conversation: (00:00) Intro (04:41) Career beginnings and lessons learned (08:15) Hautelook marketing sparks Happy Returns (12:00) BORIS revolutionizes online return experience (19:38) Speed and return fees impact retail (22:53) Combating returns fraud with technology (31:44) Expanding network to ten thousand locations (35:16) Expert advice for supply chain leaders (39:11) Future of personalization and growth Additional Links & Resources: Connect with David Sobie: https://www.linkedin.com/in/david-sobie-a37ab/ Learn more about Happy Returns: www.happyreturns.com Learn more about our hosts: https://supplychainnow.com/about Learn more about Supply Chain Now: https://supplychainnow.com Watch and listen to more Supply Chain Now episodes here: https://supplychainnow.com/program/supply-chain-now Subscribe to Supply Chain Now on your favorite platform: https://supplychainnow.com/join Work with us! Download Supply Chain Now's NEW Media Kit: https://supplychainnow.com/media-kit/ WEBINAR- From AI Pilots to Performance: How Supply Chain Leaders Are Scaling Agentic AI: https://bit.ly/49hCqIq WEBINAR- Amazon Supply Chain 101: Enabling efficiency and growth for businesses everywhere–and everywhere they sell: https://bit.ly/49r8N7D WEBINAR- The Expanding Role of Supply Chain Optimization Teams in Driving Business Impact: https://bit.ly/3PHRAAf WEBINAR- AI that moves at velocity: Cut through latency with agentic workflows: https://bit.ly/4x4626t This episode was hosted by Scott Luton and produced by Trisha Cordes, Joshua Miranda, and Amanda Luton. For additional information, please visit our dedicated show page at: https://supplychainnow.com/driving-innovation-returns-management-happy-returns-1594 The content in this episode, including all audio, videos, visuals, and graphics, is the property of Supply Chain Now and is protected by copyright law. Unauthorized use, reproduction, distribution, modification, or re-uploading of this content in any form is strictly prohibited without explicit written permission from Supply Chain Now.For licensing inquiries or permissions, please contact us at production@supplychainnow.com© 2026 Supply Chain Now. All rights reserved. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Send us Fan MailWhen Jenn McMillen began her role as Vice President of Guest Loyalty and Insights at Nothing Bunt Cakes in November 2024, she was tasked with the enormous responsibility of jumpstarting a loyalty program that was essentially dormant. Launched nationally two months earlier in tandem with the launch of the company's new app, Bundt Rewards was a loyalty program in name only, as McMillen describes it. “We went national in September of 2024, but we literally didn't have an onboarding series, and we didn't even have offers,” she said. “So, we launched this loyalty program, and nobody did anything with it.” For Nothing Bundt Cakes, her expertise came at the right time. McMillen first established herself in the loyalty industry in 1998, at age 27, when she launched Blockbuster Awards, the rewards program for the iconic video rental chain, Blockbuster. 

Jeff Dudan's free digital copy of his book What if you could give every customer a luxury experience - without a luxury budget? In this episode of the Unemployable Podcast, Jeff Dudan sits down with Neen James, global keynote speaker, luxury experience strategist, and author of *Exceptional Experiences*, to reveal the exact systems and mindsets that separate transactional businesses from unforgettable ones. Neen breaks down why satisfied customers are your biggest risk (not your biggest asset), how a $6 magazine subscription won a six-figure contract, why every business should think like a hotel concierge instead of a bellhop, and the five luxury levers any company - home services, franchise, B2B, or retail - can apply immediately to create advocates, not just clients. You'll learn: • The difference between a transactional and transformational customer experience • How to systemize thoughtfulness so personalization scales across your team • What luxury brands like Chanel, Delta, and private aviation do differently - and how you can borrow it • Why storytelling and metaphor are free tools that make your business impossible to forget • The Experience Elevation Model: Entice → Invite → Excite → Delight → Ignite • How to create "champagne moments" that turn ordinary service into word-of-mouth marketing • The hidden cost of not paying attention - in business, relationships, and life • Why your satisfied customers are already being poached by your competitors Whether you're a franchisee, franchise brand, home services business, or entrepreneur looking to build a legacy brand, this episode is packed with actionable systems you can start implementing today.  Homefront Brands: https://www.homefrontbrands.com Jeff Dudan: https://www.jeffdudan.com Guest: Neen James Guest YouTube: https://www.youtube.com/user/AussieNeen  Guest Website: https://neenjames.com/  Guest Socials: https://www.linkedin.com/in/neenjames/  #CustomerExperience #LuxuryBusiness #SmallBusinessGrowth #FranchiseBusiness #WordOfMouth #BusinessStrategy #UnemployablePodcast #Neen James #ClientRetention #EntrepreneurMindset Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Jeff Dudan's free digital copy of his book What if you could give every customer a luxury experience - without a luxury budget? In this episode of the Unemployable Podcast, Jeff Dudan sits down with Neen James, global keynote speaker, luxury experience strategist, and author of *Exceptional Experiences*, to reveal the exact systems and mindsets that separate transactional businesses from unforgettable ones. Neen breaks down why satisfied customers are your biggest risk (not your biggest asset), how a $6 magazine subscription won a six-figure contract, why every business should think like a hotel concierge instead of a bellhop, and the five luxury levers any company - home services, franchise, B2B, or retail - can apply immediately to create advocates, not just clients. You'll learn: • The difference between a transactional and transformational customer experience • How to systemize thoughtfulness so personalization scales across your team • What luxury brands like Chanel, Delta, and private aviation do differently - and how you can borrow it • Why storytelling and metaphor are free tools that make your business impossible to forget • The Experience Elevation Model: Entice → Invite → Excite → Delight → Ignite • How to create "champagne moments" that turn ordinary service into word-of-mouth marketing • The hidden cost of not paying attention - in business, relationships, and life • Why your satisfied customers are already being poached by your competitors Whether you're a franchisee, franchise brand, home services business, or entrepreneur looking to build a legacy brand, this episode is packed with actionable systems you can start implementing today.  Homefront Brands: https://www.homefrontbrands.com Jeff Dudan: https://www.jeffdudan.com Guest: Neen James Guest YouTube: https://www.youtube.com/user/AussieNeen  Guest Website: https://neenjames.com/  Guest Socials: https://www.linkedin.com/in/neenjames/  #CustomerExperience #LuxuryBusiness #SmallBusinessGrowth #FranchiseBusiness #WordOfMouth #BusinessStrategy #UnemployablePodcast #Neen James #ClientRetention #EntrepreneurMindset Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

#324 In this episode, Vance Morris, a Disney-trained customer experience and direct response marketing expert, shares actionable strategies to grow your business through effective marketing, customer retention, and creating memorable experiences. Whether you're in health, fitness, or service-based industries, learn how to differentiate yourself and build a loyal client base. Key Topics Covered: The difference between direct response marketing and brand awareness tactics How to position your business as the only provider in your niche The importance of customer loyalty and retention in long-term growth Effective use of print newsletters, postcards, and email marketing for engagement How Disney's approach to customer experience can be adapted for small businesses Leveraging referrals and emotional connections to attract new clients Common marketing mistakes to avoid and lessons learned Personal insights: Books, leadership, and unique business trips to Disney Resources: 52 Ways to Wow Your Customer Without Breaking the Bank The Ultimate Sales Letter by Dan Kennedy Connect with Vance Morris: LinkedIn Website

Your contact center agents are not the only people responsible for your customer experience. Every person in your company who touches a product, a process, or a decision is shaping how your customer feels about your brand, whether they realize it or not. Chris Morrissey, General Manager of Customer Experience at Zoom, calls this horizontal CX, and it starts with one question every leader should be asking every employee, every quarter: how did you use what you learned from customers to make a better decision? When that question becomes routine, "not my job" stops being an option. This episode covers what it takes to build that accountability across every role, every channel, and every technology decision your company is making right now. What You Will Learn Why measuring individual interactions instead of full customer journeys causes teams to celebrate outcomes that are actually failures Which voices of the customer most companies are collecting but never routing to the teams making product, marketing, and service decisions Why keeping customers is a bigger revenue lever than acquiring them at scale, and why most recognition and compensation structures have not caught up to that reality What it takes to make store staff, product owners, and agents show up as one brand to a customer who does not care about your org chart Why the pressure to adopt AI fast may be creating a problem worse than the one companies are trying to solve Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

On this episode of The Voice of Retail, host Michael LeBlanc welcomes Jackie Swanson, Managing Partner at Gartner Consulting, for a wide-ranging and highly practical conversation about artificial intelligence, agentic commerce, and the rapidly changing future of retail. Swanson brings Gartner's global perspective to one of the most urgent strategic issues facing retailers today: how AI is fundamentally reshaping customer discovery, commerce channels, operating models, and competitive advantage. Drawing on Gartner's extensive AI research and consulting work with retailers and consumer brands in Canada and around the world, she explains why generative AI represents a structural shift unlike previous technology waves such as cloud computing or mobile commerce. At the centre of the discussion is the rise of “agentic commerce” — a world where AI agents like ChatGPT, Claude, and future large language model interfaces increasingly sit between retailers and consumers. Instead of browsing websites or apps, customers are beginning to shop conversationally through AI interfaces that recommend, filter, compare, and eventually complete purchases on their behalf. Swanson explains why this represents an entirely new commerce channel and why retailers must rethink their strategies before they lose control of customer discovery and loyalty. Michael and Jackie explore the major implications for SEO, branding, merchandising, customer relationships, and organizational design as AI-driven commerce accelerates. Swanson introduces the emerging concept of “AEO” — AI Engine Optimization — and discusses how retailers must rethink product data, customer signals, and digital infrastructure to ensure their brands surface inside AI-driven shopping experiences. The conversation also tackles one of the industry's biggest strategic questions: who inside a retail organization should own AI? Swanson argues that an AI strategy cannot be confined solely to IT or digital teams. Instead, it must become a CEO-level, cross-functional transformation involving merchandising, marketing, loyalty, operations, and technology leadership. Swanson outlines three critical priorities retailers must address over the next 12 to 18 months: establishing strong AI governance and ethical frameworks, cleaning and restructuring enterprise data for AI readiness, and creating clear organizational ownership for AI strategy and execution. The episode closes with a fascinating discussion about which retail categories may benefit most from AI-driven commerce, why smaller challenger brands could gain unexpected advantages, and why retailers that adopt a “wait and see” approach risk falling dangerously behind. Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career. Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025 and 2026. Thinkers 360 has named him on of the Top 50 global thought leaders in retail. If you are a BBQ fan, you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

The World's Largest Loyalty Programs™ research report from Let's Talk Loyalty is now available.Download it by subscribing to our newsletter on the World's Largest Loyalty Programs™ now.---------------Today's episode is with Shikha Narula - Managing Director, Head of Consumer Deposit Products, Transformation and Rewards – Bank of America.Bank of America recently announced BofA Rewards, a no fee program designed to reward clients throughout their financial journey. The program went live on May 27, 2026, and represents an evolution of Preferred Rewards that embodies a comprehensive approach to customer loyalty.Shikha and we dig in to why this approach is well suited to build strong and lasting relationships with banking customers and how it is strategically positioned into BofA's overall growth strategy.Shikha and her team are responsible for developing and delivering client-centric strategies and innovative solutions to meet Bank of America's clients' current and emerging financial needs. Prior to joining Bank of America in March 2022, Shikha was the head of US Consumer Lending Products at American Express and previously worked with Citigroup for 16 years.Hosted by Bill Hanifin - Wiser Loyalty podcast, a series produced in partnership between Let's Talk Loyalty and The Wise Marketer™.*Please note the episode was recorded on March 31 2026 prior to the new BofA Rewards launch*Show Notes :-1) Shikha Narula2) Bank of America.3) BofA Rewards5) Smart Brevity (Book Recommendation)6) The Wall Street Journal (Article Recommendation)

Send us Fan MailWyndham Hotels & Resorts, which was founded in 1981, has become one of the world's largest hotel franchising companies with over 8,000 properties across 100 countries and over 20 brands across the world. But competition remains fierce in the travel hospitality industry, even for a company like Wyndham that has built a massive global footprint. As the competitive landscape continues to change and grow, Wyndham remains successful by staying focused on two core constituencies.  “A key pillar to our success is providing our franchisees with industry leading technology, as well as our massive scale to drive efficiencies across their business model to maximize their profitability,” said Michael Shiwdin, Group VP, Integrated Brand Marketing, Loyalty & Digital at Wyndham. “Second is really being laser focused on the consumer.” 

Send us Fan MailThe advent of artificial intelligence is expected to create significant opportunities for brands to connect with consumers through AI-powered loyalty programs that become increasingly more efficient and personalized. But Jakob Harrison, Head of GTM for Payment Networks at fintech company FIS, notes that just like all new technology, AI will also bring new challenges for brands. This is especially true as agentic commerce grows more prevalent and transforms how consumers shop. “Brands are going to need a loyalty engagement solution that's more immediate, more relevant and easier to execute because they're going to be competing not only for the consumer but the AI agent as well,” Harrison said. “And the winning experience is the one that not only the consumer has, but that its assistant or its agent can confidently choose and apply in real time.” 

Send us Fan MailCompanies often speak of their mission as a core business purpose centered around the primary products or services that it is producing to serve its customers and create value. But for Firehouse Subs, its mission is twofold: One is serving its customers the hot subs they crave, and the other is serving first responders across the country.  The company, which was founded in 1994 by brothers Chris and Robin Sorensen, takes this mission to help first responders personally. The Sorensen brothers are both former firefighters who opened the first Firehouse Subs in Jacksonville, Florida before expanding to over 1,200 restaurants in about 46 states in the U.S. As part of its mission, a portion of every purchase at Firehouse Subs goes toward the Public Safety Foundation. According to Alex Arkhangelskaya, Senior Product Manager for Firehouse Subs, the company has provided over $100 million to first responders through the foundation to help fund life-saving equipment.  

Most loyalty programs are designed around rewards: points and discounts that give customers a reason to return. That design produces a specific problem. When the incentive expires or another brand matches it, the customer accepts the offer and does not return. The companies that retain customers year over year treat loyalty as a relationship, not a transaction. Most companies have not made that shift yet. In this episode of Doing CX Right℠, Stacy Sherman examines that problem with Martin Villanueva, Global Head of Personalization and Loyalty at IKEA. They explain why most loyalty budgets stay underfunded, what that costs in long-term revenue, and the specific steps leaders need to take first. You will learn how to: Position loyalty as a growth engine, not a cost center, when making the financial case to the C-suite Use customer journey mapping to align CX, support, personalization, and marketing teams around a single experience Design a value exchange that gives customers a clear reason to share their data Apply AI to personalization in a way that increases relevance, not just message volume Measure customer loyalty through repeat purchase rate, active member rate, CLTV, and whether customers are sharing more data over time as a signal that they believe the brand delivers value Final Thoughts Customer acquisition costs rise every year. A loyal customer base reduces dependence on that spending. The leaders who make that investment first hold an advantage that competitors cannot easily replicate. Have a question or thoughts to share? Leave a voice message: https://www.speakpipe.com/StacySherman Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

Customer retention doesn’t require grand gestures or complicated systems — it’s built through small, intentional actions done consistently. In this highlight episode, Stacey dives into simple but powerful ways to make customers feel valued, heard and excited to return. From confidently asking for feedback (even when things go wrong), to creating moments of surprise and delight outside the four walls of your business, Stacey shares practical strategies that strengthen loyalty and reduce the pressure of constant customer acquisition. This episode also explores how to spot “flight risks” early and proactively reconnect before customers quietly disappear. If you want more repeat customers, stronger relationships and a business that feels easier to run, this episode is packed with ideas you can implement straight away.See omnystudio.com/listener for privacy information.

Send us Fan MailWhen most people think about loyalty programs, they likely think about the ones that are designed for consumers — gift cards, travel points, credit card rewards, and other perks that brands use to deepen their relationship with their members.  CarltonOne is a Canadian technology company that provides the platform powering these types of programs for roughly 200 clients in financial services, technology, automotive, healthcare, the restaurant industry and more. But the company also provides the infrastructure for loyalty programs that might sometimes get overlooked: those that are designed to recognize and reward employees.  Whether it's recognizing employees for years of service, reaching performance goals or other reasons, these programs are vital to helping companies reduce employee churn and increase engagement among their workforce, according to Melanie Corasaniti, Vice President of Client Success at CarltonOne.

On this episode of The Voice of Retail, host Michael LeBlanc sits down with Stephen Bailey, Chief Marketing Officer of Vancouver's John Fluevog Shoes—one of North America's most distinctive independent retail brands. For over 56 years, Fluevog has built a fiercely loyal customer community by doing something most brands struggle to sustain: staying unapologetically unique. With 20 stores across Canada and the United States, a direct-to-consumer model, and a decision to step away from wholesale, Fluevog has created a retail ecosystem built on scarcity, craftsmanship, human connection, and creative courage. Stephen shares his 21-year journey helping shape one of Canada's most iconic design-led retail brands. From creating limited-run footwear collections manufactured in small family-owned factories around the world, to nurturing a passionate global community of “Fluevogers,” he explains why being “not for everyone” has become one of the company's greatest strategic advantages. Michael and Stephen explore how heritage brands stay relevant without becoming trapped by their own history. Stephen shares why Fluevog refuses to chase trends, how the company balances creativity with commercial discipline, and why staying true to brand character has helped them navigate economic cycles, retail disruption, and changing consumer behaviors. The conversation also tackles one of retail's biggest current themes: AI and algorithm-driven commerce. Stephen offers candid insights on how niche brands can thrive in a world increasingly shaped by machine-driven recommendations, digital marketing automation, and platform economics—while still protecting the human side of retail. They also discuss international growth, including Fluevog's ambitious expansion into Amsterdam, the lessons learned from operating in global markets, and why physical retail remains the company's most powerful marketing channel. Perhaps most importantly, Stephen shares why community remains Fluevog's ultimate moat. From in-store “Fluevogologists” delivering highly personalized service to customer interactions that dramatically reduce returns while building loyalty, Fluevog continues proving that in an increasingly digital world, human connection still drives extraordinary retail outcomes.   Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career. Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.Rethink Retail has recognized Michael as one of the top global retail experts for the fifth year in a row, the National Retail Federation has designated Michael as on their Top Retail Voices for 2025 and 2026. Thinkers 360 has named him on of the Top 50 global thought leaders in retail. If you are a BBQ fan, you can tune into Michael's cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.

In part two of the customer retention series, Stacey dives into one of the most powerful — and often overlooked — ways to keep customers coming back: building genuine relationships. From remembering names to creating simple systems that help customers feel seen, heard and valued, this episode explores why retention is far more effective than constantly chasing new customers. Stacey shares practical examples from her own business, explains how small personal touches can dramatically increase loyalty, and challenges business owners to embed relationship-building into their daily processes. If you want stronger customer connections, better retention and more sustainable revenue, this episode delivers simple strategies you can start using immediately.See omnystudio.com/listener for privacy information.

In this episode, we're diving into something every one of us experiences - but may not always think about strategically: customer relationships. Why do we stay loyal to some brands and leave others after one frustrating interaction? How are analytics and AI helping companies predict churn, personalize experiences, and build trust in a world where customers have more power than ever before? Helping tackle these questions is Ankit Agrawal, whose work sits at the intersection of analytics, customer experience, and business strategy. We'll talk about what companies are getting wrong about loyalty, how CRM has evolved, and why the future of customer relationships may depend as much on empathy as it does on algorithms.

Send us a message!In this episode, we welcome back Mike Flaskey, President and Chief Operating Officer of Marriott Vacations Worldwide.Mike shares what brought him back to the industry, what his new role looks like, and how Marriott Vacations Worldwide is approaching loyalty, customer experience, owner engagement, and long-term value.The conversation looks at the timeshare and vacation club model through a hospitality lens, including how major brands build trust, keep owners engaged, and create value beyond the initial sale or stay.Alex, Annie, and Mike also explore what short-term rental operators can learn from Marriott Vacations Worldwide, especially when it comes to consistency, brand standards, guest experience, and creating reasons for people to stay connected over time.Episode Chapters:02:32 - Why Mike returned to the industry and joined Marriott Vacations Worldwide10:06 - How Marriott Vacations Worldwide thinks about loyalty11:02 - The role of Marriott Bonvoy in brand affinity and direct bookings18:53 - What vacation rental operators can learn from timeshare19:30 - How brand standards help build guest trust28:20 - Why lifetime value matters in the customer journey29:00 - Viewing vacation ownership as a subscription business31:09 - Using experiences to strengthen loyalty and engagement40:11 - How Marriott Vacations Worldwide is using AI in sales training41:41 - How AI is changing digital search and hospitality marketing47:52 - Why prepaid vacations create resilience51:43 - What is ahead for Marriott Vacations WorldwideConnect with Mike:LinkedIn: https://www.linkedin.com/in/mike-flaskey-13496094 Instagram: https://www.instagram.com/thevacationdr/reels/ Connect with Marriott Vacations Worldwide:Marriott Vacation Club: https://www.instagram.com/marriottvacationclub/ Westin Vacation Club: https://www.instagram.com/westinvacationclub/ Sheraton Vacation Club: https://www.instagram.com/sheratonvacationclub/ ✨ Exclusive Offer to Alex & Annie Listeners:Automate your short-term rental operations with Hospitable.Start a 14-day free trial and get 25% off your bill for the first 6 months.

Retail is moving toward more automation, and for customers, the experience is increasingly defined by how those systems perform. At Trader Joe's, the experience is shaped differently. It builds loyalty through in-store interaction and human connection. This week on The Modern Customer Podcast, Mark Gardiner, author of Build a Brand Like Trader Joe's, shares insights from his experience working inside the company and what it reveals about delivering customer experience through people.

What if the key to customer loyalty isn't about creating memorable, delightful moments, but about being utterly forgettable in the best possible way? Agility requires more than just rapid campaign execution; it demands a deep-seated ability to re-evaluate and re-engineer core processes in response to shifting customer expectations.Today, we're going to talk about the powerful, and perhaps counterintuitive, idea that the greatest predictor of customer loyalty isn't satisfaction or delight, but simply how easy you are to do business with. We'll explore why reducing customer effort is a critical competitive advantage and how enterprise brands can identify and eliminate the points of friction that drive customers away.To help me discuss this topic, I'd like to welcome, David Avrin, CX Keynote Speaker and Author at Ridiculously Easy International, and keynote speaker at CRMC, taking place June 1-3 in Frisco Texas. About David Avrin One of the most in-demand Customer Experience speakers and consultants in the world today, David Avrin, CSP, Global Speaking Fellow, has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in 28 countries around the world. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses.  David's insights have been featured on thousands of media outlets around the world. He is also the author of seven books including the acclaimed: It's Not Who You Know, It's Who Knows You!, Why Customers Leave (and How to Win Them Back), The Morning Huddle, and his newest book, Ridiculously Easy to Do Business With.  David Avrin on LinkedIn: https://www.linkedin.com/in/davidavrin/ Resources Ridiculously Easy International: https://www.davidavrin.com/ This episode is brought to by CRMC. Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 We're proud to be a media partner for #MAICON26 - Oct. 13-15! Learn how AI can power your marketing and business and help you grow smarter. Use code AGILE150 to save! https://aglbrnd.co/r/7fe458ced0f04658 Get the book: Ridiculously Easy to Do Business With by David Avrin: https://share.google/iwUGAonakI63ZU2vR Ridiculously Easy Intl. website: https://www.ridiculouslyeasy.com/ Get the new research report David mentioned: The Frequency of Customer Friction: https://www.ridiculouslyeasy.com/research Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

What if the key to customer loyalty isn't about creating memorable, delightful moments, but about being utterly forgettable in the best possible way?Agility requires more than just rapid campaign execution; it demands a deep-seated ability to re-evaluate and re-engineer core processes in response to shifting customer expectations.Today, we're going to talk about the powerful, and perhaps counterintuitive, idea that the greatest predictor of customer loyalty isn't satisfaction or delight, but simply how easy you are to do business with. We'll explore why reducing customer effort is a critical competitive advantage and how enterprise brands can identify and eliminate the points of friction that drive customers away.To help me discuss this topic, I'd like to welcome, David Avrin, CX Keynote Speaker and Author at Ridiculously Easy International, and keynote speaker at CRMC, taking place June 1-3 in Frisco Texas. About David Avrin One of the most in-demand Customer Experience speakers and consultants in the world today, David Avrin, CSP, Global Speaking Fellow, has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in 28 countries around the world. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses. David's insights have been featured on thousands of media outlets around the world. He is also the author of seven books including the acclaimed: It's Not Who You Know, It's Who Knows You!, Why Customers Leave (and How to Win Them Back), The Morning Huddle, and his newest book, Ridiculously Easy to Do Business With.  David Avrin on LinkedIn: https://www.linkedin.com/in/davidavrin/ Resources Ridiculously Easy International: https://www.davidavrin.com/ This episode is brought to by CRMC. Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 We're proud to be a media partner for #MAICON26 - Oct. 13-15! Learn how AI can power your marketing and business and help you grow smarter. Use code AGILE150 to save! https://aglbrnd.co/r/7fe458ced0f04658 Get the book: Ridiculously Easy to Do Business With by David Avrin: https://share.google/iwUGAonakI63ZU2vR Ridiculously Easy Intl. website: https://www.ridiculouslyeasy.com/ Get the new research report David mentioned: The Frequency of Customer Friction: https://www.ridiculouslyeasy.com/research Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

Are you struggling to turn satisfied customers into brand loyalists? Discover how to shift from merely impressing to creating customer obsession in this episode of Doing CX Right. Join host Stacy Sherman and guest Jon Picoult as they reveal how crafting standout experiences can accelerate ROI growth. They explain innovative ways to build emotional connections that turn customers into vocal advocates. Plus, learn how prioritizing your current customer base can accelerate revenue growth and enhance your competitive advantage. Don't miss out. Listen now to learn how to transform customer satisfaction into deep brand commitment. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy Sherman here.

What if your brand's success wasn't dependent on a winning product or favorable market conditions, but on your ability to connect with customers on a human level, one story at a time? Agility requires moving beyond a reliance on market trends or product performance as the primary drivers of success. It demands a deeper, more resilient connection with customers, built on understanding their individual needs and stories. Today, we're going to talk about building a playbook for customer loyalty that isn't dependent on market wins or a perfect product. We'll explore the idea that every customer has a unique story, and that shifting from broad, impersonal campaigns to a strategy of deep, individual connection is the key to creating not just customers, but lifelong fans. To help me discuss this topic, I'd like to welcome Paul Epstein, CEO & Founder at Win Monday and keynote speaker at CRMC, taking place June 1-3 in Frisco, Texas. About Paul Epstein PAUL EPSTEIN is a former NFL, NBA, and Super Bowl chief sales officer, celebrated for creating the San Francisco 49ers Talent Academy and Leadership University, now two-time bestselling author and award-winning speaker named one of SUCCESS magazine's top thought leaders that get results. When not on stage, Paul is the Founder & CEO of WIN MONDAY™, a leading habit-building company that drives high-performance, momentum, and growth for championship cultures across the globe. Paul Epstein on LinkedIn: https://www.linkedin.com/in/paulepsteinspeaks/ Resources Win Monday: https://paulepsteinspeaks.com/ This episode is brought to by CRMC. Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 We're proud to be a media partner for #MAICON26 - Oct. 13-15! Learn how AI can power your marketing and business and help you grow smarter. Use code AGILE150 to save! https://aglbrnd.co/r/7fe458ced0f04658 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

What if your brand's success wasn't dependent on a winning product or favorable market conditions, but on your ability to connect with customers on a human level, one story at a time?Agility requires moving beyond a reliance on market trends or product performance as the primary drivers of success. It demands a deeper, more resilient connection with customers, built on understanding their individual needs and stories.Today, we're going to talk about building a playbook for customer loyalty that isn't dependent on market wins or a perfect product. We'll explore the idea that every customer has a unique story, and that shifting from broad, impersonal campaigns to a strategy of deep, individual connection is the key to creating not just customers, but lifelong fans.To help me discuss this topic, I'd like to welcome Paul Epstein, CEO & Founder at Win Monday and keynote speaker at CRMC, taking place June 1-3 in Frisco, Texas. About Paul Epstein PAUL EPSTEIN is a former NFL, NBA, and Super Bowl chief sales officer, celebrated for creating the San Francisco 49ers Talent Academy and Leadership University, now two-time bestselling author and award-winning speaker named one of SUCCESS magazine's top thought leaders that get results. When not on stage, Paul is the Founder & CEO of WIN MONDAY™, a leading habit-building company that drives high-performance, momentum, and growth for championship cultures across the globe. Paul Epstein on LinkedIn: https://www.linkedin.com/in/paulepsteinspeaks/ Resources Win Monday: https://paulepsteinspeaks.com/ This episode is brought to by CRMC. Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 We're proud to be a media partner for #MAICON26 - Oct. 13-15! Learn how AI can power your marketing and business and help you grow smarter. Use code AGILE150 to save! https://aglbrnd.co/r/7fe458ced0f04658 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode In this episode, Carm Capriotto talks with Lola Schmidt, co-owner of Schmidt's Auto Care, about how shops can rise above the “ordinary” perception of auto repair through intentional event planning, meaningful community engagement, and a fully integrated branding strategy. Key Topic Points Make the Shop an Experience: Auto repair isn't naturally exciting, so shops must create memorable, in-person experiences that bring customers into the bays and build real connections.Community Events That Matter: Hosting hands-on events, like Girl Scout badge workshops and “Tiny Tech” days, creates lasting impressions and builds trust far beyond what social media can achieve.Differentiate with Purpose: Identify what makes your shop unique (4-day workweek, curbside service, in-house specialties, team talents) and turn those into consistent marketing stories.Branding is Everything: From clean visuals and a great-smelling shop to honest, pressure-free service, every touchpoint contributes to a 360 brand experience.Elevate the Customer Experience: Replace cheap swag with thoughtful, useful gifts that customers actually value, creating a lasting emotional connection.Create Memorable First Impressions: A curated “unboxing” experience for new customers sets the tone and reinforces your brand from the very first visit.Respect the Customer's Time: Efficiency and convenience are key drivers of loyalty; customers will travel further for a shop that consistently delivers both. Standing out in today's automotive industry requires more than great repairs; it demands intentional experiences, clear differentiation, and a commitment to making every customer interaction memorable. Lauralee/Lola Schmidt, Schmidt Auto Care, Springboro, OH, Listen to previous episodes HERE 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: Visit the Website:https://remarkableresults.biz/Subscribe on YouTube:https://www.youtube.com/carmcapriottoFollow on Facebook:https://www.facebook.com/RemarkableResultsRadioPodcast/Follow on LinkedIn:https://www.linkedin.com/in/carmcapriotto/Follow on Instagram:https://www.instagram.com/remarkableresultsradiopodcast/Join Our Virtual Toastmasters Club:https://remarkableresults.biz/toastmastersJoin Our Private Facebook Community:https://www.facebook.com/groups/1734687266778976Join our Insider List:https://remarkableresults.biz/insiderAll books mentioned on our podcasts:https://remarkableresults.biz/booksOur Classroom page for personal or team learning:https://remarkableresults.biz/classroomBuy Me a Coffee:https://www.buymeacoffee.com/carmSpecial episode collections:https://remarkableresults.biz/collections The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ Remarkable Results Radio Podcastwith Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion.https://remarkableresults.biz/Diagnosing the Aftermarket A to Zwith Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.https://mattfanslow.captivate.fm/Business by the Numberswith Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest.https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcastwith Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level.https://autorepairmarketing.captivate.fm/The Weekly Blitzwith Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.https://chriscotton.captivate.fm/Speak Up! Effective Communicationwith Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size.https://craigoneill.captivate.fm

Most business leaders track traditional metrics such as NPS, Customer Satisfaction (CSAT), and average response time. They are, however, overlooking the single factor that reliably predicts customer return, referrals, increased spending, and the willingness to forgive a mistake: emotion. This episode focuses on proving the cost of this emotion gap and detailing the actions leaders must take now to achieve lasting success. Stacy Sherman spoke to Isabelle Zdatny at Qualtrics XM Institute about in-depth research that reveals what separates companies that earn customer loyalty from those that keep losing it without knowing why. Their conversation provides leaders with clear, actionable strategies for measuring and managing the emotional experience to drive measurable business outcomes. What you will learn: How to identify the one emotion your brand must stand for and turn it into a metric your leadership team will act on. Why customers with high emotion ratings are exponentially more likely to trust, forgive a mistake, and recommend your brand than any functional metric currently predicts. What a four-year longitudinal study of publicly traded companies reveals about the stock performance gap between emotion leaders and emotion laggards. Why AI deployed in customer service is eroding trust faster than it is creating efficiency, and what to do instead. How one company stopped measuring satisfaction entirely, created a proprietary metric tied to executive compensation, and changed how their entire organization operated. What behavioral signals inside your existing call recordings and chat transcripts are already telling you about how customers feel that post-transaction surveys will never capture. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

Talking Freddie Awards and so much more with Ed Pizzarello Episode 77: Show Notes Note: Video versions are on Youtube and Spotify In this episode, we sit down with Ed Pizzarello to dive deep into the evolving landscape of loyalty programs, Freddie awards (don't forget to go to vote.freddieawards.com to make sure your voice is heard!), and the latest shifts in Las Vegas. From maximizing your miles to uncovering affordable Sin City gems, we offer a comprehensive look at the travel industry. This is a wide ranging discussion that even includes navigating the streets of Hong Kong and Taipei, airline fleet innovations, and the inevitable tangents of gold that we love to take.. Key Points From This Episode: 00:00 Introduction to the Freddie Awards 01:47 The History and Importance of the Freddie Awards 04:04 Voter Dynamics and Brand Loyalty in the Freddie Awards 06:14 Regional Voting Trends and Airline Perceptions 08:31 The Value of Loyalty Programs Across Regions 09:57 The Legacy of Sir Freddie Laker 12:17 The Impact of Points and Miles on Travel 13:52 Redemption Ability and Airline Value Changes 15:55 The Evolution of Miles and Points Programs 18:03 The Shift in Airline Preferences 19:30 The Best Loyalty Credit Cards Today 21:39 Maximizing Value from Loyalty Programs 23:43 Expectations in Family Travel 24:14 Trends in the Freddie Awards and Loyalty Programs 28:22 The Evolution of Loyalty Programs 31:53 The K-Shaped Economy and Its Impact on Travel 37:43 Vegas Trends: The Changing Landscape 57:46 Reinventing Vegas: Affordability and Culinary Delights 58:43 Exploring Culinary Delights in Vegas 01:02:39 Reflections on Hong Kong's Changing Atmosphere 01:24:49 United Airlines Innovations and Fleet Improvements 01:27:50 Premium Economy Experience and Customer Comfort 01:31:18 Demand for Premium Seats and Catering Quality 01:38:17 Customer Loyalty and Airline Business Strategies —---------------- Key Topics for Episode Discussion Post: The History and Importance of the Freddie Awards The Evolution of Airline and Hotel Loyalty Programs Vegas Trends: The Changing Landscape, Affordability, and Hong Kong's Shifting Atmosphere Cultural Insights and Comparative Travel: Taipei vs. Hong Kong United Airlines Innovations, Fleet Improvements, and the Passenger Experience Airline Business Strategies: Loyalty Programs and Credit Card Value Keywords: Pizza in Motion, Miles to Go Podcast, Freddie Awards, loyalty programs, Vegas trends, miles and points, Freddie Awards, airline loyalty, hotel programs, Vegas affordability, travel hacking, loyalty industry insights Travel, Airlines, Hong Kong, Taipei, Vegas, Airline Fleet, Loyalty Programs, Cultural Insights 

If you want your marketing to convert better, join us for StoryBrand Your Business Live, a workshop in Nashville TN May 7th-8th 2026 where Donald Miller will teach you how to create clear messaging and you'll get direct feedback from StoryBrand Certified Guides so you walk out confident that your message connects. These sell out fast so register now at https://storybrand.com/live/?utm_medium=podcast&utm_source=podcast&utm_campaign=sbyourbusiness&utm_term=sbpod&utm_content=SB_workshop     Customer loyalty is often won or lost in the small moments. People come back because of how you make them feel. In a world full of rushed and forgettable service, customers remember businesses that treat them with dignity. They want to feel seen, respected, and cared for. The problem is, many leaders say they want to serve customers well, but they never define what that actually looks like for their team. So how do you create an experience people actually remember?   In this episode of the StoryBrand Podcast, Donald Miller breaks down how Chick-fil-A built customer loyalty by making people feel valued. Drawing from his own experience with the company, Don shares 3 practical tactics that communicate respect, from saying "my pleasure" to carrying trays and walking guests to their cars in the rain. This episode will help you create simple, repeatable ways to make customers feel important and keep them coming back.         Connect with Donald Miller on social media: https://www.instagram.com/donaldmiller/ https://www.facebook.com/donaldmillerwords http://StoryBrand.com   Building a StoryBrand 2.0 is now available! https://buildingastorybrand.com/?utm_medium=social&utm_source=youtube&utm_campaign=&utm_term=cb&utm_content=SB_Framework   Make your marketing and messaging work with the StoryBrand framework—and you can do that with the updated version of the book, Building a StoryBrand 2.0, now available!

Premier League soccer player Thomas Robson-Kanu turned a career-threatening injury into a mission—building The Turmeric Co., a raw functional beverage brand now reaching customers across 15,000 UK retail locations. For more on The Turmeric Co and show notes click here Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

Transforming Repeat Business into True Loyalty  Shep interviews Lisa Checchio, Chief Commercial Officer at EBG. She talks about how a hospitality mindset that is focused on making customers feel valued and appreciated, builds real loyalty in any industry.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is hospitality mentality, and how does it enhance customer experience in any industry?  Are loyalty programs effective?  Why is customer perception important to business success?  How do word-of-mouth recommendations influence customer experience?  How does company culture shape customer experience?  Top Takeaways:    We can't talk about customer experience without talking about hospitality. No matter the industry, whether B2B, B2C, or government, the “hospitality mentality” is about making every interaction welcoming and memorable. At its core, hospitality is about making people feel valued, appreciated, and at home, regardless of whether they're a first-time visitor or a loyal customer.  A great customer experience comes from intentionally designing interactions that help people feel seen, heard, and comfortable. It's no longer just about products or services. Brands need to focus on making things easy for customers and creating genuine human connections, even in digital channels, so that every touchpoint feels welcoming and personal.  Focus with the end in mind. What matters most is how your customers feel and what they say about your brand when they leave.   Most loyalty programs are discount programs. The problem is that customers become loyal to the perks rather than to the company. So when the loyalty program is changed, or another company offers a better reward, customers walk away because they do not have a relationship with the brand.  Loyalty programs should go beyond points or discounts. True loyalty is built on relationships and trust. Customers return when they feel an emotional connection, not just because of rewards or perks.  A culture of hospitality starts inside the organization. Every employee, not just those in customer-facing roles, impacts the customer experience. A strong internal culture, from the frontlines to behind the scenes, helps create a consistent, welcoming experience that reflects the company's values.  Find ways to make your online or digital experiences as welcoming and personal as face-to-face interactions. Even as digital tools make things more efficient, people still crave human touch and connection.   Plus, Shep and Lisa discuss why word of mouth inspired by amazing experiences is the most powerful marketing a brand could have. Tune in!  Quote:   "Loyalty is not just a program. It's a relationship. We can't expect customers to be loyal simply because we ask them to. Loyalty is earned through trust. We need to give them reasons to stay and reward them for being ambassadors who share our brand with others."  About:    Lisa Checchio is the Chief Commercial Officer at EBG. She oversees entertainment, travel, and shopping platforms that create valuable experiences and savings for employees and members.  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

Most brands are investing millions in creating seamless, generous customer experiences. But what if a small fraction of your customers are exploiting that generosity, forcing your best, most loyal customers to unknowingly pay an 'abuse tax' through higher prices or stricter policies?Agility requires moving beyond static, one-size-fits-all policies and embedding real-time intelligence into the moments that matter. It's about empowering teams to adapt not just to who the customer is, but what they intend to do right now.Today, we are here at eTail Palm Springs and we're going to talk about a massive, and often invisible, threat to brand profitability and customer loyalty: post-purchase abuse. While brands have spent years optimizing the path to purchase, the moments that happen after the sale—returns, refunds, and support interactions—have become a significant source of margin leakage, pitting the goals of the CX team against the financial health of the business.To help me discuss this topic, I'd like to welcome, Breanna Moreno, Head of CX at NoFraud. About Breanna Moreno Breanna Moreno is CX Architect at NoFraud, where she helps ecommerce brands reduce post-purchase fraud and policy abuse while empowering customer experience teams to operate more strategically. With more than 13 years of experience building and scaling high-growth CX organizations, Breanna previously served as Vice President of CX and the first employee at True Classic, leading the support function through rapid DTC expansion and transforming it from a reactive cost center into a data-driven driver of brand performance. Today, she brings that brand-side perspective to NoFraud, serving as a bridge between fraud prevention technology and the frontline teams responsible for protecting revenue, loyalty, and customer trust. Breanna Moreno on LinkedIn: https://www.linkedin.com/in/breanna-moreno-183a8459/ Resources NoFraud: https://www.nofraud.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://aglbrnd.co/r/c43e68ce5cfb321e Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Hosted on Acast. See acast.com/privacy for more information.

Most brands are investing millions in creating seamless, generous customer experiences. But what if a small fraction of your customers are exploiting that generosity, forcing your best, most loyal customers to unknowingly pay an 'abuse tax' through higher prices or stricter policies? Agility requires moving beyond static, one-size-fits-all policies and embedding real-time intelligence into the moments that matter. It's about empowering teams to adapt not just to who the customer is, but what they intend to do right now. Today, we are here at eTail Palm Springs and we're going to talk about a massive, and often invisible, threat to brand profitability and customer loyalty: post-purchase abuse. While brands have spent years optimizing the path to purchase, the moments that happen after the sale—returns, refunds, and support interactions—have become a significant source of margin leakage, pitting the goals of the CX team against the financial health of the business.To help me discuss this topic, I'd like to welcome, Breanna Moreno, Head of CX at NoFraud. About Breanna Moreno Breanna Moreno is CX Architect at NoFraud, where she helps ecommerce brands reduce post-purchase fraud and policy abuse while empowering customer experience teams to operate more strategically. With more than 13 years of experience building and scaling high-growth CX organizations, Breanna previously served as Vice President of CX and the first employee at True Classic, leading the support function through rapid DTC expansion and transforming it from a reactive cost center into a data-driven driver of brand performance. Today, she brings that brand-side perspective to NoFraud, serving as a bridge between fraud prevention technology and the frontline teams responsible for protecting revenue, loyalty, and customer trust. Breanna Moreno on LinkedIn: https://www.linkedin.com/in/breanna-moreno-183a8459/ Resources NoFraud: https://www.nofraud.com/ The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703 Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://aglbrnd.co/r/c43e68ce5cfb321e Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74 Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company