Podcasts about customer loyalty

What if your brand wasn't just about marketing, but about rethinking every single touchpoint your customer experiences? That's the approach Michael Jacobson took when he bought his uncle's struggling flower shop. Today, French Florist has grown from the brink of closure to Los Angeles' largest flower shop, generating over $9 million in revenue and expanding nationally through franchising.  Under Michael's leadership, the brand is reshaping what it means to buy flowers, making everyday moments feel like luxury experiences. Make Operations Part of Your Brand Your brand promise is only as strong as the systems behind it. Michael shares how upgrading outdated tools and building a custom operating system didn't just cut costs. It made every step of the customer journey smoother and more consistent. The takeaway?  If you want to deliver a premium experience, start by fixing the pain points your customers feel most, even if the solution is behind the scenes. Let Values Guide Every Decision It's easy to write core values and never put them into practice. French Florist takes the opposite approach, using the acronym LOVE (Love what you do, Own your impact, Value connection, Exceed expectations) as a daily filter for hiring, franchising, and customer touchpoints.  The result is a thriving brand that feels consistent and authentic at every level.  Ask yourself: do your customers feel your values in action, or only see them on your website? Enjoy this episode with Michael Jacobson… Soundbytes 22:26 - 22:40 “I don't know how many people actually live and breathe by [their company values]. Our company really does. We integrate it very deeply into the blood and DNA of our culture. Every decision we make follows that framework. We ask ourselves, if we're making big decisions, do they hit the core values.” 33:24 - 33:39 “If you can take the average person, on the average day, who has the average work ethic, with the average intellect, and build a system that can produce above average results, then that's a franchisable business.” Quotes “Business is tough. Nobody said it was going to be easy.” “We want to actually contribute real value to the world as an entrepreneur.” “If we can make this world 1% better, that's a worthy mission.” Links mentioned in this episode: From Our Guest Website: https://www.frenchflorist.com/  Connect with Michael Jacobson on LinkedIn: https://www.linkedin.com/in/michaelrichardjacobson/  Connect with brandiD Find out how top leaders are increasing their authority, impact, and income online. Listen to our private podcast, The Professional Presence Podcast: https://thebrandid.com/professional-presence-podcast Ready to elevate your digital presence with a powerful brand or website?  Contact us here: https://thebrandid.com/contact-form/

Did you know there's an international Customer Experience (CX) Day and Customer Service Week dedicated to celebrating the people who create great experiences? Many organizations overlook them or treat them as simple gestures but they can be powerful opportunities to unite teams, build loyalty, and strengthen company culture through meaningful, practical actions. In this episode of Doing CX Right®, Stacy Sherman shares how to turn these events into strategic drivers of year-round customer experience success. And even if you're hearing this episode after CX Day or Customer Service Week, the lessons still apply because appreciation and connection must not end when the calendar says the celebration is over. Featuring insights from Greg Melia, CEO of CXPA, who shares how CX Day began and why it's become a global movement honoring everyone who delivers exceptional experiences. Learn more at  Book time with Stacy . 

Summary: In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the six key areas that separate good companies from iconic brands. They explore the importance of physical experience, atmosphere, ease of doing business, technical excellence, operational details, and hospitality in creating customer evangelists. The conversation emphasizes the need for companies to excel in all areas to build brand loyalty and provide a seamless customer experience. John shares insights on how to audit these components and the significance of training employees in hospitality to enhance customer interactions. Takeways: To create customer evangelists, excel in six key areas. Physical experience often gets overlooked until it's a problem. Atmosphere can transform emotional connections to brands. Ease of doing business is crucial for customer satisfaction. Technical excellence should be a differentiator, not just a requirement. Operational details are often invisible but impactful. Hospitality is about how you make customers feel valued. Training for hospitality is often undervalued in organizations. Regular audits of customer experience components are essential. Improving one area can lead to quick wins in customer loyalty. Chapters: 00:00Introduction to Customer Experience Excellence 01:28The Six Key Areas of Customer Experience 04:13The Importance of Physical Experience 05:55Creating Atmosphere: The Emotional Connection 10:55Functional Ease: Making Business Simple 12:06Technical Excellence: Beyond Competence 13:39Operational Details: The Invisible Backbone 17:23The Role of Hospitality in Customer Experience 21:45Training for Hospitality: Bridging the Gap 24:49The Interconnectedness of the Six Components 30:17Auditing Customer Experience 32:19Quick Wins for Customer Loyalty 34:50Creating Customer Evangelists: The Challenge   This episode is sponsored by The Customer Experience Executive Academy.  Learn more here   Links: Fin.ai/csrevolution  Learn more about how Fin, the #1 customer service agent! Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Books:  https://thedijuliusgroup.com/shop/ Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Send us a textTravel can be magical, or it can be chaotic. As Mark Johnson, CEO of Loyalty360, noted at the start of this episode of Industry Voices, “The higher your expectations, the more likely something is to go sideways. And when it does, everyone from the airlines to the Online Travel Agencies (OTAs) finds themselves in the hot seat.”  To explore how brands can turn that chaos into opportunity, Mark sat down with Jamie Perry, President of Paisly, the newly rebranded travel subsidiary formerly known as JetBlue Travel Products. Perry shared insights on the company's evolution, its partnership with United, and how Paisly is leveraging technology and loyalty data to deliver meaningful, personalized experiences.  

What if you could finally prove that emotions, not just price or product features, are the real drivers of revenue, retention, and revenue growth? Too many leaders know their teams create powerful emotional connections, yet they're told “emotion is a soft skill” by the very people who control the budgets. That disconnect leaves organizations stuck defending their work instead of proving its true impact. In this episode, Stacy Sherman changes that conversation. She explains why legacy metrics like CSAT and NPS fall short, and how companies like translate small emotional gestures into massive financial results. More importantly, she shares a clear framework that shows leaders exactly how to measure emotional ROI and three practical steps you can take this week. By the end, you'll see why emotion isn't a soft skill; it's the new currency of customer experience and the most strategic advantage your business has. Learn more at   Book time with Stacy Sherman through this   Listen to HBC full episode  

Summary Traditional customer feedback is broken. Post-call surveys and quarterly reports are too slow, cumbersome, and overly focused on the company's needs rather than the customer's reality. By the time insights land on a dashboard, the customer has already left—or worse, lost trust. In this episode of The Intuitive Customer, I (Colin Shaw) and Professor Ryan Hamilton sit down with Devidas Desai, SVP of Product Leader at ASAPP, to explore how AI that listens is reshaping the way organizations understand and respond to customers in the moment. We delve into why silence doesn't mean satisfaction, why feedback must shift from lagging indicators to real-time signals, and how AI can transform agents into superheroes rather than script-readers. Along the way, Devidas shares his bold vision for the “death of dashboards” and why the future is “anti-dashboard.” If you've ever felt trapped in a maddening customer service loop (looking at you, broadband companies), this episode will resonate. More importantly, it will show you what's possible when organizations finally stop treating feedback as an autopsy and start listening in real time. Best Quote: “AI that listens isn't about replacing humans—it's about keeping the human in the loop, so customers get both speed and empathy in the same conversation.” Davidas Desai, SVP, Product Leader at ASAPP Key Takeaways Feedback as Autopsy: Traditional surveys and dashboards give you a post-mortem, not a diagnosis. By the time you act, the damage is done. Silence ≠ Satisfaction: No feedback often means customers have given up on you—not that they're happy. Real-Time > Real Late: True customer experience happens in moments, not in reporting cycles. AI that listens can capture sentiment, intent, and context as it unfolds. Human in the Loop: AI doesn't replace humans—it augments them. The best systems blend automation with empathy and judgment. Agent Superpowers: With AI, agents can enter conversations fully briefed, emotionally aware, and guided toward the best next step. Less paperwork, more trust-building. Anti-Dashboard Future: Forget drowning in charts. The next wave is conversational dashboards where you ask questions, and AI gives clear, plain-language answers. Trust is the Endgame: Customers, agents, and leaders all need to trust the system. Real-time listening, done right, rebuilds that trust. Resources: Davidas Desai, SVP, Product Leader at ASAPP - https://www.linkedin.com/in/devidasdesai/ ASAPP https://www.asapp.com/   About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.   Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025  Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify   This show was recorded in partnership with ASAPP  

Summary Traditional customer feedback is broken. Post-call surveys and quarterly reports are too slow, cumbersome, and overly focused on the company's needs rather than the customer's reality. By the time insights land on a dashboard, the customer has already left—or worse, lost trust. In this episode of The Intuitive Customer, I (Colin Shaw) and Professor Ryan Hamilton sit down with Devidas Desai, SVP of Product Leader at ASAPP, to explore how AI that listens is reshaping the way organizations understand and respond to customers in the moment. We delve into why silence doesn't mean satisfaction, why feedback must shift from lagging indicators to real-time signals, and how AI can transform agents into superheroes rather than script-readers. Along the way, Devidas shares his bold vision for the “death of dashboards” and why the future is “anti-dashboard.” If you've ever felt trapped in a maddening customer service loop (looking at you, broadband companies), this episode will resonate. More importantly, it will show you what's possible when organizations finally stop treating feedback as an autopsy and start listening in real time. Best Quote: “AI that listens isn't about replacing humans—it's about keeping the human in the loop, so customers get both speed and empathy in the same conversation.” Davidas Desai, SVP, Product Leader at ASAPP Key Takeaways Feedback as Autopsy: Traditional surveys and dashboards give you a post-mortem, not a diagnosis. By the time you act, the damage is done. Silence ≠ Satisfaction: No feedback often means customers have given up on you—not that they're happy. Real-Time > Real Late: True customer experience happens in moments, not in reporting cycles. AI that listens can capture sentiment, intent, and context as it unfolds. Human in the Loop: AI doesn't replace humans—it augments them. The best systems blend automation with empathy and judgment. Agent Superpowers: With AI, agents can enter conversations fully briefed, emotionally aware, and guided toward the best next step. Less paperwork, more trust-building. Anti-Dashboard Future: Forget drowning in charts. The next wave is conversational dashboards where you ask questions, and AI gives clear, plain-language answers. Trust is the Endgame: Customers, agents, and leaders all need to trust the system. Real-time listening, done right, rebuilds that trust. Resources: Davidas Desai, SVP, Product Leader at ASAPP - https://www.linkedin.com/in/devidasdesai/ ASAPP https://www.asapp.com/   About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.   Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025  Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify   This show was recorded in partnership with ASAPP  

What drives customers to cling fiercely to a brand, even when it means paying more or overlooking problems others wouldn't forgive? Is our political identity quietly fueling a new kind of “super loyalty” that's transforming customer behavior, for better or worse? In this episode of the Delighted Customers podcast, I dive into these burning questions with my returning guest, Dr. Forrest Morgeson, associate professor, researcher, and interim chairperson of the Marketing Department at Michigan State University's Eli Broad College of Business. Forrest, drawing on a unique blend of academic rigor and industry insight, explores how political polarization isn't just shaping national conversations—it's shaping the way brands connect with customers, and how those customers, in turn, connect back. If you're in marketing, customer experience, or simply care about understanding what really makes customers tick in today's politically charged climate, this episode is for you. Forrest's background with the American Customer Satisfaction Index (ACSI), along with his extensive research on brand loyalty and the nuances of political extremism, make him a must-listen expert. He's not just sharing theories—he's revealing data-driven insights you can act on, whether you're a CX leader or a curious consumer. Here are three essential questions Forrest answers on the show: What is the surprising link between political extremism and “super loyalty” to brands, and how does this affect both customers and companies? Why do politically extreme customers sometimes become brand evangelists—defending their favorite brands even after service failures or price hikes? What practical ethical and strategic lessons should business leaders take away when targeting or retaining highly loyal customer segments in a polarized marketplace? Don't miss this timely, thought-provoking conversation—listen now and subscribe so you never miss an episode. Find Delighted Customers on Apple Podcasts and Spotify, or wherever you download your favorite podcasts! Meet Forrest Morgeson Forrest Morgeson, Ph.D., is an associate professor of marketing at the Eli Broad College of Business at Michigan State University, where he currently serves as the interim chair of the Marketing Department. With broad expertise spanning marketing strategy, customer satisfaction, and management, Forrest has played a pivotal role as co-director of the doctoral program and is deeply involved in shaping the next generation of business leaders at MSU. He is renowned for his work with the American Customer Satisfaction Index (ACSI), where his research examines how consumers evaluate companies, sectors, and even government services over time. Forrest's latest research breaks new ground by investigating the relationship between political identity and customer loyalty, shedding light on how political extremism can create deeply attached, even “defensive,” customers. He is a passionate educator, a prolific researcher, and has been published in leading journals on topics ranging from service satisfaction to the psychological underpinnings of loyalty. To learn more or connect with Forrest, visit his faculty page at MSU or connect with him on LinkedIn. Show Notes & References American Customer Satisfaction Index (ACSI): theacsi.org Oliver's Framework for Loyalty (referenced work on the stages of customer loyalty): See summary on the four stages Recent case studies mentioned: Bud Light controversy | Target Pride campaign blowback Connect with Forrest Morgeson: Michigan State University Bio | LinkedIn Catch every episode of Delighted Customers on Apple Podcasts, Spotify, and all major podcast platforms!

Send us a textIn a rapidly evolving telecommunications landscape, where customer choice and switching costs continue to shift, TELUS is rising above the noise. As Canada's fastest-growing national telco, TELUS is redefining what it means to maintain loyalty—not just through connectivity, but by embedding value into every facet of the customer experience.  In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Jacob Pullia, who leads the national TELUS Rewards program. Pullia discusses the launch of the unified national program, the strategic partnerships driving deeper engagement, and how TELUS is adapting loyalty to match the needs of a price-sensitive, digitally enabled consumer base.  

Summary: Since the 1980s, beloved children's clothing brand Hanna Andersson has been delivery quality and durability to happy customers.  Now, Aimée Lapic leads the company as CEO and is using her deep experience in apparel, retail, and omnichannel marketing to turn the legacy brand into a digital powerhouse. Today, they're building on their long-standing strengths with innovative products and services designed to give families even more reason to return to Hanna generation after generation. Aimée joins us to share the strategies, both old and new, that have helped Hanna Andersson nurture decades of dedicated customers, and to explain how every decision connects back to the brand's mission of championing childhood.  Highlights:Hanna Andersson's evolution over four decades (3:27)What opportunity did Aimée see at Hanna? (5:01)Hanna's brand mission to champion childhood (7:12)Why committing to quality earns customer loyalty (9:07)Innovations at Hanna Andersson (13:03)Introducing new fabrics, prints, and styles (15:00)Turning customers into brand ambassadors (22:32)Community connection (23:26)Collaborations and partnerships (25:18)Up next at Hanna Andersson (27:11) Links:Aimée Lapic LinkedInHanna Andersson LinkedInHanna Andersson WebsiteICR LinkedInICR TwitterICR WebsiteFeedback:If you have questions about the show, or have a topic in mind you'd like discussed in future episodes, email our producer, joe@lowerstreet.co.

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish and this episode was recorded live. Bienvenidos al panel de Customer Loyalty. Hoy queremos elevar la conversación: la lealtad no es puntos, cupones ni cashback; es una ciencia y un arte con metodología que genera conocimiento del cliente y rentabilidad. Debatiremos la tesis: la lealtad de las marcas a sus clientes no es un tema de marketing; es un factor fundamental de generación de EBITDA. Comúnmente las empresas confunden los programas de lealtad como generadores de costos y gastos y pocas veces tienen la visión de que pueden ser una fuente de ingresos incrementales para el negocio. Para llegar a este conocimiento, es necesario desmitificar varios preceptos incorrectos que existen en esta materia. Se requiere tener una estrategia clara para que el diseño del programa cumpla con la encomienda de ser un centro de ingresos y no de costo.Nos acompañan tres expertos que han diseñado, implementado y operado programas de lealtad reales: Fernando Jiménez, Carlos SanRomán y Raziel Rocha. Vamos a explorar variables financieras, gestión eficiente del pasivo, gamificación, efecto “loyalty currency”, redención y cómo llevar un programa al siguiente nivel, entre otros temas.Hosted by Alex Saul.Show Notes:1) Fernando Jimenez2) Carlos SanRomán3) Raziel Rocha4) The Business of Expertise – David C Baker5) Carlos SanRomán: Loyalty Programs Currency Effect – Evert De Boer / Xiao Yao Chin6) Freedom from the Known– J. Krishnamurti

Der Loyalty Espresso ist das Kurzformat des Loyalty Talk Podcasts und liefert relevante Insights und Denkanstösse für alle, die sich mit CRM, Kundenbindung und Loyalität beschäftigen. Wie ein starker Espresso am Morgen: kurz, intensiv und belebend. Genau so servieren wir die spannendsten Loyalty-News aus der DACH-Welt. Themen dieser Episode des Loyalty-Espresso: - Einstellung von Edeka Genuss+ infolge Payback-Integration - Relaunch Takko Friends-App mit erweiterten Funktionen und personalisierten Angeboten - Rewe erhöht die Sicherheit mit 2-Faktor-Anmeldung - Transparenz bei der Datennutzung als integraler Bestandteil der Customer Experience - Brasiliens dWallet - wenn Daten zur Währung werden - Payback und Sparkasse geben Gas mit ihrer Kooperation Weiterführende Links: Alexander Süßel auf LinkedIn: https://www.linkedin.com/in/suessel-alexander-loyalty Michael Bietenhader auf LinkedIn: https://www.linkedin.com/in/michaelbietenhader Alle Folgen des Loyalty Talk: https://www.loyaltytalk.com Mehr zur MilesAhead AG: https://www.milesahead.ch

Send us a textSephora has long been recognized as a leader in prestige beauty retail. Founded in France in the late 1960s, the brand introduced its now-famous open-selling concept that allowed shoppers to browse freely and test products across brands. Something unheard of in department store beauty counters of the time. When Sephora opened its first U.S. store in New York's Soho district in 1998, the concept was still relatively unknown. “Back then, few people knew who we were, and many brands didn't want to work with us as a newcomer,” recalls Emmy Brown Berlind, Senior Vice President, General Manager of Loyalty at Sephora. “So, we really built our business on creativity, differentiation, and the belief that beauty should be fun and inclusive, and that commitment continues to shape how Sephora connects with its clients.” That philosophy of inclusivity and discovery has powered Sephora's rise into the leading prestige beauty retailer in North America, with more than 700 stores and a vibrant digital ecosystem. A critical part of that growth has been the Beauty Insider loyalty program, launched in 2007. “The launch of our Beauty Insider program was part of a key differentiation that we were able to introduce to the market which led to a lot of loyalty with our clients and continues to support the growth of the business,” Berlind explains. 

Why trust is the ultimate driver of long-term sales success in Japan Salespeople everywhere know that trust is essential for winning deals, but in Japan, trust is the difference between a one-off sale and a lifelong customer. Research shows that 63% of buyers prefer to purchase from someone they completely trust—even over someone offering a lower price. In a market where relationships outweigh transactions, trust doesn't just support sales, it builds loyalty. Why does trust outweigh price in Japanese sales? While discounting may win a deal, it doesn't create loyalty. Trust, on the other hand, generates repeat business. The cost of building trust is far lower than repeatedly slashing prices to close deals. Buyers in Japan, who are highly attuned to signs of insincerity, quickly detect opportunistic sales tactics. When they find a salesperson who is genuinely trustworthy, they hold on tightly. This is why successful firms in industries from pharmaceuticals to IT services prioritise building trust-based partnerships over price competition. Global research and local practice confirm that loyalty is rooted in belief, not bargains. Mini-Summary: Trust is more powerful than price in Japan because it creates repeat business and loyalty, while discounting only secures short-term wins. What mindset builds long-term customer loyalty? The salesperson's mindset determines whether buyers see them as a partner or a pusher. A focus on long-term relationships rather than one-off transactions changes everything. When salespeople think in terms of “partnership” and “reorder,” communication becomes more genuine, reassuring buyers that their interests are respected. In Japan, this long-term orientation aligns with cultural norms of reliability and stability. Buyers expect a salesperson to stand by them through multiple cycles, not just disappear after the first contract. Sales leaders at companies like Toyota and Hitachi have reinforced this by emphasising repeat business as a performance metric, not just one-time deals. Mini-Summary: A partnership mindset—focused on reorders and long-term success—creates loyalty and aligns with Japanese business culture. How do buyers sense a salesperson's true intention? Buyers are experts at detecting hidden agendas. If a salesperson approaches with a “win-lose” attitude, buyers sense it immediately. Past purchasing mistakes make buyers cautious and wary of being taken advantage of. By contrast, when salespeople project genuine interest in mutual success, buyers relax and open the door to trust. The key is consistency: every action, from initial meetings to after-sales support, must reinforce the message that the salesperson is invested in a “win-win” relationship. Mini-Summary: Buyers intuitively sense whether a salesperson is seeking a win-win or win-lose deal. Only the former leads to loyalty. What drives buyer loyalty beyond trust? Loyalty is both emotional and behavioural. It stems from the buyer's belief that the salesperson is reliable, competent, and focused on their success. The trust-loyalty equation can be expressed as: Trust + Relationship = Buyer Loyalty At one extreme sits the “product pusher,” chasing maximum price before moving on. At the other extreme is the “trusted advisor,” dedicated to mutual benefit and long-term collaboration. The question every salesperson must ask is: where do you sit on this scale? Mini-Summary: Buyer loyalty comes from the combination of trust and relationship, positioning the salesperson as a trusted advisor rather than a product pusher. What are the five drivers of trust in sales? To earn loyalty, salespeople must master five trust drivers: Intention: Always seek win-win outcomes. Competence: Deliver reliable solutions that meet buyer needs. Customer Focus: Prioritise the buyer's success as the path to your own. Communication: Provide clarity, manage expectations, and follow through. Value Creation: Continuously add value that goes beyond the product. In sectors like finance and healthcare, where risk is high, these drivers determine whether clients commit for the long term. Without them, loyalty cannot be sustained. Mini-Summary: Trust is built on intention, competence, customer focus, communication, and value creation—five pillars every salesperson must master. What should leaders do to embed loyalty in sales teams? Organisational culture matters as much as individual behaviour. Some firms claim to be “customer-first,” but internally reward only short-term sales. Leaders must align messaging and incentives with trust-building behaviours. Salespeople working in trust-driven environments are more motivated, more professional, and more successful. If a company does not encourage loyalty-driven practices, sales professionals may need to move to one that does. In Japan's competitive market, those who embody trust and loyalty enjoy longer, more rewarding careers. Mini-Summary: Leaders must create environments that reward trust-building, or risk losing both customers and talented salespeople. Conclusion Customer loyalty is built on trust, not discounts. For salespeople in Japan, adopting a win-win mindset, projecting genuine intentions, and mastering the five drivers of trust are essential to becoming a trusted advisor. Companies that encourage loyalty-focused behaviour will thrive, while those stuck in transactional models will struggle to sustain growth. About the Author Dr. Greg Story, Ph.D. in Japanese Decision-Making, is President of Dale Carnegie Tokyo Training and Adjunct Professor at Griffith University. He is a two-time winner of the Dale Carnegie “One Carnegie Award” (2018, 2021) and recipient of the Griffith University Business School Outstanding Alumnus Award (2012). As a Dale Carnegie Master Trainer, Greg is certified to deliver globally across all leadership, communication, sales, and presentation programs, including Leadership Training for Results. He has written several books, including three best-sellers — Japan Business Mastery, Japan Sales Mastery, and Japan Presentations Mastery — along with Japan Leadership Mastery and How to Stop Wasting Money on Training. His works have also been translated into Japanese, including Za Eigyō (ザ営業), Purezen no Tatsujin (プレゼンの達人), Torēningu de Okane o Muda ni Suru no wa Yamemashō (トレーニングでお金を無駄にするのはやめましょう), and Gendaiban “Hito o Ugokasu” Rīdā (現代版「人を動かす」リーダー). In addition to his books, Greg publishes daily blogs on LinkedIn, Facebook, and Twitter, offering practical insights on leadership, communication, and Japanese business culture. He is also the host of six weekly podcasts, including The Leadership Japan Series, The Sales Japan Series, The Presentations Japan Series, Japan Business Mastery, and Japan's Top Business Interviews. On YouTube, he produces three weekly shows — The Cutting Edge Japan Business Show, Japan Business Mastery, and Japan's Top Business Interviews — which have become leading resources for executives seeking strategies for success in Japan.

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

What if the real secret to customer loyalty and transformation isn't just about great ideas, but about how you build consensus within your organization—before you make a single move? Too often, even the smartest strategies can get derailed by resistance, misalignment, or simple miscommunication inside a company. That's why I was eager to dig into the Japanese concept of "Nemawashi," a systematic approach to consensus-building that's been central to Toyota's legendary pursuit of customer delight and continuous improvement. Imagine cutting through internal silos and getting people not just to "buy in," but to truly commit—streamlining innovation from inside out. The impact? Smarter, faster, and more sustainable change that sticks. If you care about transforming customer experience and sparking lasting organizational change, you don't want to miss this episode with Dr. Graham Hill. He brings not only a global perspective but also hands-on experience as the former head of CRM for Toyota Financial Services—where these very principles drove jaw-dropping results. Dr. Hill's blend of academic rigor, practical insight, and international expertise makes this a must-listen for anyone looking to break down barriers and drive real, measurable progress. Here are three standout questions Graham answers on the show: What is Nemawashi, and how does it fundamentally change the way organizations drive internal consensus and transformation? Why is commitment more important than simple executive buy-in when trying to make organizational change succeed? How can the A3 model and concepts like Gemba and Kaizen help teams collaborate more effectively and boost campaign results? Don't miss this fascinating exploration—listen and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify, or find us on all your favorite podcast platforms. Meet Dr. Graham Hill Dr. Graham Hill is a recognized global authority on customer experience, loyalty, and organizational transformation. With an extensive background spanning over thirty-five years, Graham has worked with top brands such as British Airways, Ford Motor Company, the Royal Bank of Scotland, and notably spent over five years with Toyota Financial Services in Germany as Head of CRM. There, he learned firsthand the power of Japanese business principles like Nemawashi, the A3 model, and Kaizen—applying them to drive breakthrough improvements, including a leap from a 5–10% to a 35% response rate in customer campaigns. He's also held senior roles at firms like PricewaterhouseCoopers and KPMG Consulting, bringing both rigorous academic and practical expertise to the table. While Graham humbly resists the title of "Japanese culture expert," his immersion in Toyota's approach has given him a unique perspective on the art and science of organizational change. Today, he's active on LinkedIn—passionate about sharing what he's learned and helping others cultivate more collaborative, customer-centric organizations. Connect with Graham Hill on LinkedIn: Graham Hill Show Note References Toyota's Secret Weapon: The A3 Report by John Shook (MIT Sloan Management Review): Read Article Culture's Consequences by Geert Hofstede: Learn more Steve Blank's quote: “There are no facts inside the building.” Steve Blank Servqual/ RATER Model: Overview 40 Years, 20 Million Ideas: Toyota's Suggestion System: Book Info Tom Fishburne, Marketoonist: Marketoonist Cartoons Connect with Dr. Graham Hill: LinkedIn

Send us a textFor over 120 years, ExxonMobil has been a trusted name in Egypt, offering high-quality lubricants and fuels through a vast network of more than 400 service stations and 250 Mobile One Centers. But as customer expectations evolve and convenience becomes king, ExxonMobil Egypt is leaning into customer loyalty as a competitive differentiator—transforming service stations from utilitarian fueling points into lifestyle destinations. In this edition of Loyalty360's Leaders in Customer Loyalty: Brand Stories, we speak with Karim Nour, Egypt Loyalty Head at ExxonMobil. Karim takes us inside the strategy behind Exxon Mobil Rewards+ program, shares insights on reaching digitally underserved segments, and explains why trust—not transactions—is the foundation of long-term loyalty in the Egyptian market. 

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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