Podcasts about customer loyalty

Harlem Candle Company founder Teri Johnson started pouring candles in her Harlem kitchen with no budget and no team—just a clear sense of purpose. That focus helped her turn handmade gifts into a nationally recognized brand rooted in culture, design, and storytelling. In this episode, she shares how she validated demand early, built trust online without samples, and made tough decisions to protect her peace and profits.For more on Harlem Candle Co and show notes click here Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

Send us a textLoyalty360 spoke with Mike Donini, Senior Buyer at Maritz, one of the largest full-service incentive and loyalty partners in North America. Maritz began in 1894 as a family-run wholesaler and manufacturer of fine jewelry and watches. During the Great Depression, Maritz pivoted its business to generate income, selling its merchandise to businesses as sales and service awards. The new direction kept it afloat and launched the beginning of what we know today as the incentive industry.  Today, Maritz designs and delivers large-scale solutions in the areas of channel engagement, consumer loyalty and employee rewards, as well as meetings and events, and automotive solutions. Maritz works with Fortune 500 organizations in industries including finance, shipping and delivery, hospitality, and airlines to design and fulfill loyalty and incentive programs, from program design and operations to purchasing and fulfillment. 

We belong to an organisation that puts you in touch with pet-sitters when you go away. People who can look after your house and animals while you're on holiday. And it was coming up for renewal, wasn't it? The subscription, yes.我们加入了一个组织，当你外出时，它会帮你联系宠物看护的人。他们可以在你度假期间照顾你的房子和动物。而我们的会员马上要续费了，是吗？对，就是订阅服务。Every year. Fine. But what they didn't tell us was it was more expensive than the previous year.每年都要续费，好吧。但他们没告诉我们的是，这次续费比前一年更贵。And what's more, it was more expensive, a lot more expensive than new customers were going to pay. We're looking at customers' loyalty. It wasn't the first time that we found out that we as existing customers were paying more for a product than new customers coming on.更糟的是，这次续费比新客户要付的钱贵得多。我们说的就是对老顾客忠诚度的“惩罚”。这不是第一次我们发现，作为老客户，我们反而比新客户付更多钱。We're not the only ones. In the UK, Citizens Advice, which is an independent charity, have recently complained to a government department about these loyalty penalties, which people are paying in essential markets. Yes, now these essential markets, they include things like paying for your mobile, broadband, home insurance is a big one, bank savings and mortgages.我们并不是唯一的例子。在英国，一个独立慈善机构“公民咨询局”最近向政府部门投诉这种“忠诚惩罚”，它出现在很多基本民生市场里。是的，这些基本市场包括手机套餐、宽带、家庭保险（这个特别严重）、银行储蓄和房屋贷款。They're all more expensive for their loyal customers than for new people joining. Yeah, their existing customers. Up to 64% of consumers didn't know that they were being charged either the same or much more than newer customers.这些服务对长期客户来说都比对新加入的人更贵。是的，就是说对老客户更贵。多达 64% 的消费者甚至不知道自己被收取的费用要么和新客户一样高，要么更高。Yes, and they found that 8 in 10 bill payers are currently charged significantly higher prices for remaining with their existing supplier rather than getting a new supplier. And I suppose, Richard, part of this is because of privatisation. In the past, a lot of these – especially gas and electricity, things like that – the government provided those.是的，而且他们发现，十分之八的账单付款人因为继续使用原服务商，而不是更换新服务商，被收取了明显更高的费用。我想，Richard，这部分原因是私有化导致的。过去很多服务——特别是燃气、电力之类——都是政府提供的。And now you have to go and look, and it's difficult to choose which company to go for. And when they've got special offers to attract new customers, that's got to be paid for by someone. So, we're feeling very sympathetic towards these people, especially because of our own situation.而现在你必须自己去选择，挑选哪家公司很麻烦。而且企业为了吸引新客户会推出特价优惠，而这些成本总得由某些人承担。所以我们对这些被多收费的人很同情，尤其是因为我们自己也遇到了类似的情况。However, Richard... Yes? I'm wondering whether this might change your mind. OK. Now, we have a couple of dogs and we go to the supermarket and we buy dog food.不过呢，Richard……什么？我在想这件事可能会改变你的看法。好，现在我们有几只狗，我们去超市买狗粮。Yes. We can choose to switch to a different brand if we discover that it's cheaper. We have the option to do that.对。如果我们发现另一种品牌更便宜，就可以换品牌。我们完全可以这样做。Yes. And it would actually be very nonsensical of us to stay with our normal brand if it has become more expensive. Do you agree with that? If the quality is identical, you go for the cheaper the product.是的。如果我们发现平常买的品牌变贵了，还坚持不换，那其实很不明智。你同意吗？如果品质一样，当然选便宜的。Right. OK. Because this is all about a competitive market.好的。因为这一切都与竞争性市场有关。And competition is for the benefit of the consumers. And so, if you're going to have a competitive market, this includes switching from one brand to another. Loyalty doesn't pay.而竞争是为了让消费者获益。所以在竞争市场里，你就应该在品牌之间切换。忠诚并不划算。Right. OK. So, there is less sympathy for people being penalised for being loyal if, in fact, they just need to do a little bit more work and go for the cheaper brand.好的。所以如果消费者只需要稍微动动手，就能找到更便宜的品牌，那么他们因忠诚而被多收费，别人可能就不太同情了。It's just like buying in a supermarket. I'm not so sure about that. Obviously, there's more to it, isn't there, Richard? Because in the supermarket, the switching is very simple, isn't it? You just choose the other brand.这就像在超市购物。我不太确定哦，显然事情没那么简单，是吧 Richard？因为在超市换品牌很容易，你只要拿另一包就行了。Exactly. And I think what's happened nowadays, it's much more difficult to switch from one brand to another. And there are often penalties.没错。但现在情况更复杂了，从一个品牌切换到另一个往往非常困难，而且还会有罚金或额外费用。And also, if it's an auto-renewal subscription, then that price increase should be communicated to customers.而且如果是自动续订的订阅服务，价格上涨应该明确告知客户。Definitely. Actually, recently we changed our web host that hosts the site, Podcast in English.没错。事实上，我们最近更换了为 "Podcast in English" 网站提供服务的网络主机。I didn't choose the very cheapest host. I chose one a bit more expensive because their renewal price didn't actually go up that much. You're computer savvy, you see.我没有选择最便宜的那家，而是选了稍微贵一点的，因为他们续费的涨幅不大。你是电脑高手嘛。So, at the end of the day, if you know there are cheaper options out there but don't switch, that's your problem. However, if you stay with a brand who is overcharging because the barriers to switching, you know, it's too expensive or it's difficult to understand, those barriers are too big, then that is not acceptable.所以，最终如果你明明知道外面有更便宜的选择却不切换，那是你自己的问题。但如果你因为转换成本太高、太复杂，而被迫留在一家乱收费的公司，那就不可接受了。But really, people are going to be less sympathetic to us because we can find out about the switching and go for the cheaper option.但说实话，别人对我们不会太同情，因为我们有能力查到替代方案，也能选择更便宜的选项。

Summary In this episode of the Customer Service Revolution Podcast, Denise Thompson and John DeJulius discuss the concept of making price irrelevant through exceptional customer experiences. They explore how consistency in service, a zero-risk mindset, and equipping employees to articulate value can lead to customer loyalty and a competitive edge in the market. The conversation emphasizes the importance of focusing on the overall experience rather than just pricing strategies. Takeaways: Making price irrelevant is about the experience delivered. Consistency in service leads to customer loyalty. Competing in experience is more effective than competing on price. Zero risk mindset enhances customer trust and loyalty. Service recovery can increase customer loyalty after a mistake. Employees must be trained to articulate the value of services. Journey mapping helps understand customer experiences better. Great companies focus on the basics of customer service. Articulating reasons for higher prices is crucial for sales. Creating a signature experience differentiates a brand. Chapters: 00:00Making Price Irrelevant Through Experience 07:59Competing in the Experience Wars 15:59Zero Risk and Customer Loyalty 20:48Empowering Employees to Articulate Value Links: Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia 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/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Blogs on Price Myths: https://thedijuliusgroup.com/4-price-myth-busters/ 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 textLong after most bakeries close, Insomnia Cookies comes to life, satisfying the late-night cravings of students and sweet-tooth fans alike. Founded in 2003 in a University of Pennsylvania dorm room, the brand has transformed a simple idea into a full-fledged movement, growing to more than 350 locations globally and earning millions of devoted fans worldwide. In a recent conversation, Loyalty360 CEO Mark Johnson spoke with David Salama, Chief Digital Officer at Insomnia Cookies, about how the brand is using digital innovation and a redesigned loyalty program to turn transactions into touchpoints, and fans—which the brand calls its ‘Insomniacs'— into a thriving community. By blending technology and creativity, Insomnia Cookies continues to prove that emotional loyalty can be just as powerful (and satisfying) as the perfect chocolate chip cookie. 

Getting people through the door is hard, but getting them to keep coming back? That's where most bar owners drop the ball. Discounts might feel like the move, but they're quietly killing your margins and not building real loyalty. This episode breaks down a smarter, cheaper way to lock in regulars by actually making them feel seen, no gimmicks, no stamp cards. We're talking real talk on recognition, retention, and how to use your POS data to turn first-timers into lifers.If you want your bar to feel like their bar, this is the one to listen to.What You'll Learn:

What if the next 90–180 days could lock in measurable customer loyalty? In this episode, we break down a practical, no-fluff playbook for building a retention strategy that customers actually value—whether you're serving consumers or complex B2B accounts.We focus on intentional success and segmentation, identifying high-value customers and the signals that predict renewal, frequency, and advocacy. Then we narrow in on the KPIs that matter most and design loyalty mechanics that make sense: points, tiers, access, bonuses, and earned surprise moments. You'll learn why swag rarely drives loyalty, how to reduce early friction with smart onboarding, and where re-engagement triggers fit when momentum slows.We compare B2C and B2B loyalty without clichés. For B2C, convenience, delight, and timely nudges win. For B2B, loyalty must support the whole account through shared benefits like premium support, admin training, success reviews, and milestone-based usage credits. Throughout, we lean on behavioral analytics, automation that enhances relevance, and a communication cadence that drives action without fatigue.To keep programs fresh, we champion co-creation and experiential innovation—inviting customers into pilots, iterating on perks, and retiring low-impact rewards fast. Ask the Disruption Day question: what will customers need tomorrow, and how can you start building it today? This mindset turns loyalty from a cost center into a growth engine. If this resonates, subscribe, share with a teammate, and leave a quick review.Resources Mentioned:Learn more about CXI Membership™ and apply -- http://CXIMembership.comOrder your copy of Experience Is Everything -- http://experienceiseverythingbook.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Send us a textHow do your customers honestly feel about your brand? Are they just interested in discounts, or do they really believe your brand cares about what they think, buy, and experience when they shop with you? Are there strategic moves your company can make to create a stronger, more lasting relationship with both customer loyalty program members and non-members alike? Mark Johnson, CEO of Loyalty360, spoke with Denise Holt, SVP and Head of Strategy, Experience & Research at Phaedon on ways to cultivate an emotional brand connection with today's value-conscious consumers.  

What's up everyone today we have the pleasure of chatting with Blair Bendel, Senior Vice President of Marketing at Foxwoods Resort Casino.(00:00) - Intro (00:49) - In This Episode (03:39) - Evolution of Casino Martech (06:11) - Customer Loyalty & Personalization (09:36) - Using the Right Marketing Channel for the Right Goal in Hospitality (12:38) - Foxwood's Martech and Customer Data Migration to MoEngage (15:05) - Picking MoEngage (20:07) - Why Change Tools?? (22:46) - Implementing a New Platform (24:58) - Building Structure for 24/7/365 Casino Marketing (31:20) - Key Things to Track (33:15) - Fail Fast, Learn Faster (37:25) - Balancing Big Data with Privacy (40:23) - Why AI Will Not Fix Casino Marketing Overnight (43:23) - Exploring AI (46:59) - Human Experience Drives Long-Term Casino Revenue (49:05) - Human Side (52:12) - Why Face-to-Face Conversations Strengthen Marketing Teams Summary: The casino floor never sleeps. Lights hum, cards shuffle, and people come not just to gamble but to feel alive. While other industries went digital overnight, casinos stayed grounded in human moments, and Blair's mission has been to connect those experiences through smarter tech. At Foxwoods, he replaced a maze of disconnected martech with a single platform, giving his team one clear view of every guest. Push messages became quick nudges, emails carried depth, and silence built trust. In a business that runs 24/7/365, his team moves fast, learns constantly, and protects what matters most: guest privacy. About BlairBlair Bendel has spent nearly two decades shaping brands that make casinos feel alive. As SVP of Marketing at Foxwoods Resort Casino, one of the world's largest gaming and entertainment destinations, he leads strategy across brand, digital, loyalty, and guest experience for a property owned by the Mashantucket Pequot Tribal Nation.Before Foxwoods, Blair drove marketing for Boyd Gaming and Pinnacle Entertainment, guiding multi-property teams through high-stakes launches and rebrands. Known for blending data and instinct, he's built campaigns that turn foot traffic into fandom and moments into measurable growth.The Evolution of Casino MartechCasinos thrive on the energy of real people in real spaces. Blair has spent his career in that environment, where the hum of slot machines and the rhythm of foot traffic define success. He points out that while other industries rushed to digitize, gaming and hospitality focused on the on-property experience that drives most of their revenue. Technology in this world serves the guest standing in front of you, not a distant audience online.“There's a lot of innovation, but it's all centered around that customer and that on-property experience,” Blair said.Walk across a modern casino floor and you see how far that innovation has gone. Slot machines now reach twelve feet high, lit by curved screens that feel more like immersive art installations than games. Even bingo, once a paper-and-pen ritual, lives on tablets. These changes reflect more than aesthetic upgrades. They mark the blending of digital personalization with in-person entertainment. Each new machine and experience collects data, interprets patterns, and helps casinos understand what keeps players coming back.Blair sees the next phase of progress in the pairing of martech systems and artificial intelligence. Casinos have long collected data on player habits, but much of it stayed locked in isolated databases. AI now connects those dots, linking preferences, visit frequency, and loyalty activity into one living profile. That way you can predict what a guest wants before they ask for it. Personalized dining offers, targeted game promotions, or well-timed follow-up messages all become part of a continuous loop that strengthens engagement.Still, Blair focuses on the human side of this transformation. “People assume tech makes everything easier, and it doesn't,” he said. Each new platform requires training, integration, and trust. Martech without people who know how to use it becomes clutter. Blair spends much of his time ensuring his team understands the technology deeply enough to keep the guest experience effortless. The strategy depends on teams who can think like data analysts and act like hosts.Key takeaway: Martech and AI can elevate on-property hospitality when used to deepen human connection instead of replacing it. Integrate systems that unify guest data, but prioritize training and comfort among your team. When your people trust the tools and your guests feel known, technology quietly fades into the background while loyalty takes center stage.Customer Loyalty and Personalization in Casino MarketingCasino marketing has operated on autopilot for too long. Guests still get dropped into massive segmentation buckets, treated as if their weekend habits, entertainment tastes, and spending patterns are interchangeable. Blair describes it bluntly: “We still send show offers to guests who've never been to a concert in their life.” That single sentence captures the outdated logic behind much of hospitality marketing. The data is there, but the systems fail to translate it into actual relevance.Blair's vision for Foxwoods looks very different. He wants every guest communication to reflect an individual's real-world behavior across the property. The system should recognize the guest who booked a John Legend concert last year, scheduled a spa visit before dinner at the steakhouse, and played slots into the night. That pattern should generate communications that align with their habits instead of contradicting them. The goal is not another loyalty campaign; it is a personalized experience that extends far beyond the walls of the casino.“Pre-booking, post-booking, everything in between should feel connected and meaningful,” Blair says. “It should never just be noise.”The complexity behind that ambition is immense. Each behavioral variable—favorite artist, time of year, dining preference, game type—multiplies the possible outcomes. A small addition in logic can create thousands of potential message combinations. Casinos also face stricter rules on data sensitivity than most industries, so scaling personalization demands precision. The technical lift is enormous, but the payoff is real: when every offer feels relevant, engagement increases without resorting to gimmicks or discounts.The most important shift is cultural, not technological. Marketing teams need to stop thinking of messages as promotions and start thinking of them as part of the guest experience. When personalization is treated as hospitality, not marketing automation, it starts to feel natural. That mindset transforms every text, push notification, and offer into something that extends the stay rather than interrupts it.Key takeaway: One-to-one personalization in casino marketing depends on operational discipline, unified data, and a mindset shift. Start by mapping how guests actually experience your property, then use that data to inform relevant communication across every channel. That way you can replace noise with value, and marketing becomes an extension of the hospitality experience itself.Using the Right Marketing Channel for the Right Goal in HospitalityCoordinating multiple marketing systems inside a casino is like running a live concert with half the band still tuning. Each channel (email, mobile, social, in-property signage) operates on a separate timeline, using different data and often speaking a different language. Blair knows this chaos well. His goal is to make those systems play in harmony, producing a s...

You want repeat customers and loyal fans, right? Of course you do - this is a key to your success. In today's episode, I share 3 steps to do just that!

If you listen to every well meaning linkedIn post or biz hack YouTube video you can stand out so much that you actually lose touch with he foundation of your business. Today on shift break we will talk about ways to pursue more customer attention but in a way that reinforces your roots and foundations vs pulling you aways from them.  Differentiation Takes Time! 559: Myths Coffee Shop Owners Believe Part 2 433: Winning Staff and Customer Loyalty 390 : 7 Ways to be Consciously Competitive Exclusivity is a Bad Strategy   CONSULTING + COACHING If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email  chris@keystothshop.com of book a free call now:  https://calendly.com/chrisdeferio/30min    Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/   The best and most revered espresso machines on the planet: www.lamarzoccousa.com    

Beekman 1802's founders turned crisis into opportunity, building a $92 million skin care brand by starting small, staying disciplined, and leading with heart.For more on Beekman 1802 and show notes click here Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

Ole Rosgaard, CEO of Greif (GEF), discusses their recent earnings and the company's business. Greif is a global industrial packaging company, and Ole sees strong growth ahead. “We've been in an industrial recession for about three years now,” he says, and describes how the company has been navigating headwinds and tariffs. He also talks about adding AI to their processes and how they engage with customers and colleagues alike.======== Schwab Network ========Empowering every investor and trader, every market day. Subscribe to the Market Minute newsletter - https://schwabnetwork.com/subscribeDownload the iOS app - https://apps.apple.com/us/app/schwab-network/id1460719185Download the Amazon Fire Tv App - https://www.amazon.com/TD-Ameritrade-Network/dp/B07KRD76C7Watch on Sling - https://watch.sling.com/1/asset/191928615bd8d47686f94682aefaa007/watchWatch on Vizio - https://www.vizio.com/en/watchfreeplus-exploreWatch on DistroTV - https://www.distro.tv/live/schwab-network/Follow us on X – https://twitter.com/schwabnetworkFollow us on Facebook – https://www.facebook.com/schwabnetworkFollow us on LinkedIn - https://www.linkedin.com/company/schwab-network/ About Schwab Network - https://schwabnetwork.com/about

Send us a textAs customer expectations shift and loyalty programs across industries evolve, Carnival Cruise Line is setting a new course for what engagement can look like at sea. Building on over 50 years of guest passion and brand recognition, the company is introducing an entirely new loyalty framework that mirrors the sophistication of leading airline and hotel programs, while keeping the fun, inclusive spirit that defines the Carnival experience. At the helm of this transformation is Sidharth Krishna, Vice President of Loyalty, who brings deep expertise from the airline industry and a clear vision for the future of cruising: one where guests can earn, engage, and celebrate loyalty in more ways than ever before. 

In this episode, Peter Maddison and Dave Sharrock welcome Rick Delisi, Lead Research Analyst at Glia and co-author of "The Effortless Experience" and "Digital Customer Service," to discuss how AI is transforming customer service in banking and credit unions.Rick reveals why the future of contact centers isn't about eliminating human interaction; it's about automating the routine so humans can focus on building real relationships. Learn how banks are breaking the age-old trade-off between efficiency and customer experience, and why starting with internal-facing AI tools is the safest path to transformation.Discover the surprising truth about which customer satisfaction metric actually predicts loyalty (hint: it's not what most companies are measuring), and why customer expectations for AI are shaped more by bad experiences with other companies than by anything your organization does.THREE KEY TAKEAWAYS:1. AI for Everyone, Not Just Customers: AI can transform your entire organization, from helping frontline agents with real-time guidance, to giving managers instant analysis capabilities, to enabling executives to make data-driven strategic decisions. The most successful implementations use AI across all levels: customers, agents, managers, and executives.2. Start Internal, Then Scale Outward: Begin with internal tools that help agents, managers, and executives first. This builds confidence, allows teams to experience the technology firsthand, and creates incremental improvements that build organizational trust. By the time you roll out customer-facing AI, your entire team understands and trusts the system.3. The best predictor of customer loyalty isn't satisfaction scores or Net Promoter Score, it's the Customer Effort Score. Ask customers, "How much effort was required for you to get what you needed?" after each interaction. Low-effort experiences drive loyalty, and this metric gives you actionable insights into where to improve your service processes.CONTACT US:Email: feedback@definitelymaybeagile.comDefinitely Maybe Agile explores the complexities of adopting new ways of working at scale, covering digital transformation, agile practices, and DevOps in enterprise environments.#AI #CustomerService #Banking #DigitalTransformation #ContactCenter #CreditUnions #CustomerExperience #Glia #FinancialServices #AgileTransformation

Video of this episode is hereTakeawaysModell's was started by my great grandfather in 1889.Our whole business was centered around the customer.Nike's shift to direct-to-consumer changed the landscape.Private labels became essential for survival.Under Armour struggled to break into footwear.Customer loyalty is built through community engagement.Facing bankruptcy taught us valuable lessons.Health and wellness trends are reshaping retail.Adaptability is crucial in the retail industry.The most precious thing we have is time. Chapters00:00 The Legacy of Modell's Sporting Goods03:10 Adapting to Change in Retail05:49 Challenges in the Sporting Goods Industry08:13 The Rise and Fall of Under Armour10:48 Dix's Dominance in the Market13:08 Facing Financial Challenges15:49 Lessons Learned from Bankruptcy18:24 The Importance of Community and Culture22:47 Customer-Centric Retailing25:17 The Importance of In-Store Experience26:33 Health and Wellness Trends in Retail28:45 The Role of YPO in Business Growth32:13 Personal Resilience and Health Awareness36:03 Lightning Round: Insights from a Retail Leader

Send us a textWhen you walk into a Newk's Eatery, you're greeted by the warmth of an open kitchen, the sound of sizzling steak and shrimp on the grill, and the fresh aroma of house-made salad dressings crafted from scratch. Founded in 2004, Newk's has carved out its place in the fast casual dining space by staying true to two core principles: hospitality and freshness. Every detail, from the open kitchen to the made-from-scratch recipes, is designed to make guests feel welcome and cared for. In this edition of Leaders in Customer Loyalty: Brand Stories, we sat down with Chris Cheek, Chief Development Officer at Newk's Eatery,to talk about how the brand blends heartfelt hospitality with innovative technology to build customer loyalty. From its scratch kitchen to its evolving digital tools and franchise strategy, Newk's is proving that genuine connection, not just convenience, is the secret ingredient to long-term loyalty. 

How do brands create customers who stay for years or even decades? In this episode, we break down the model behind lifelong loyalty, emotional connection, and trust-based customer experience - the kind that drives repeat revenue, referrals, and real brand love. Our guest is John Boccuzzi, Jr., CX leader, speaker, author of The Art of Seducing Your Customers, and President of ISG Research. With 30+ years studying how companies build trust and deliver memorable customer experiences, John shares the frameworks and stories that prove: CX is not a cost center — it's a growth engine. You'll learn:The #1 factor that determines whether customers returnWhy customer experience is more emotional than operationalThe “Ruth Story” - how one pair of glasses changed John's entire view on CXHow to scale empathy, trust, and personalization across big organizationsWhat brands get wrong when implementing AI in customer experienceThe future of CX and what will matter most in the next 12 months If you lead customer experience, marketing, service, brand, or product, this conversation will reshape how you think about delivering value.Watch Next: https://www.youtube.com/watch?v=rgNCaTYkXCE&t=1864s Key Moments:0:00 Meet John Boccuzzi, Jr.3:20 What Customer Experience Really Is5:20 The “Ruth Story”: Creating Emotional Loyalty10:10 Why Having a Point of View Builds Trust15:15 Training Teams to Deliver Great CX18:55 Scaling Emotional Customer Experiences23:30 How AI Fits Into Customer Experience29:55 The Power of First Impressions33:25 How Brands Stay Relevant Today37:15 Make the Customer Journey Simple42:55 The Future of Personalization49:15 Common Misconceptions About CX50:27 A Trend to Bet On (That Isn't AI) –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Send us a textEvery traveler knows the paradox of modern flight: one moment you're gliding through security and boarding early; the next, you're navigating delays, lost bags, or crowded lounges. The difference between frustration and delight often comes down to how a brand manages those moments. In an era where expectations evolve faster than itineraries, emotional loyalty is forged not by luxury, but by reliability and relevance. In this episode of Leaders in Customer Loyalty: Industry Voices, CEO Mark Johnson sat down with Andrew Harrison-Chinn, Chief Marketing Officer at DragonPass, to discuss how the company is reshaping the airport experience and leaning in to what emotional loyalty means for travelers in a post-pandemic, high-expectation era. 

I'm Josh Kopel, a Michelin-awarded restaurateur and the creator of the Restaurant Scaling System. I've spent decades in the industry, building, scaling, and coaching restaurants to become more profitable and sustainable. On this show, I cut through the noise to give you real, actionable strategies that help independent restaurant owners run smarter, more successful businesses.In this episode, I break down why discounting is one of the biggest traps in the restaurant industry and how it can actually hurt your brand long term. I explain how to build real value through storytelling and emotional connection instead of cutting prices. You'll learn how to create scarcity, meaning, and loyalty that drive both profit and trust—without relying on discounts to fill your seats.  TakeawaysDiscounting attracts deal seekers, not true believers.Sell meaning, not math; value is a feeling.Scarcity builds desire, while discounting builds doubt.A full room doesn't equate to a full bank account.Profit is the cure; busy is just a drug.Kill blanket discounts for a week to assess impact.Highlight the story behind high-margin items.Replace discounts with scarcity plays.Track margin instead of traffic for better insights.Rewrite marketing messages to focus on meaning.Chapters00:00 Introduction to Restaurant Marketing Strategies01:50 The Dangers of Discounting05:39 Building Value Through Meaning and ScarcityIf you've got a marketing or profitability related question for me, email me directly at josh@joshkopel.com and include Office Hours in the subject line. If you'd like to scale the profitability of your restaurant in only 5 days, sign up for our FREE 5 Day Restaurant Profitability Challenge by visiting https://joshkopel.com.

Send us a textStep into Moe's Southwest Grill and the first thing you'll hear is the signature shout: “Welcome to Moe's!” As part of the GoTo Foods platform company, Moe's taps into enterprise resources in technology, culinary innovation and guest insights that help the brand translate flavorful energy into long-term loyalty. But what really keeps guests coming back isn't just the burritos, bowls and queso, it's the energy, the personality and the way the brand makes loyalty feel fresh and fun. In this edition of Leaders in Customer Loyalty: Brand Stories, we sat down with Mike Smith, Chief Brand Officer at Moe's Southwest Grill, to talk about how the brand is blending bold flavors with bold ideas. With more than 7 million members in Moe's Rewards, Smith shares how the team is reimagining loyalty with flexibility, personalization, and plenty of brand personality. 

In this episode, we dive into the challenge faced by independent retailers in competing with giants like Walmart. Ravi Achanta, CEO and Co-founder of RSA America, shares how AI is leveling the playing field. He explains how small retailers can use the data they already have to drive growth, boost customer loyalty, and uncover new revenue, making powerful retail tools practical and easy to use. Topics discussed in this episode:  Why independent retailers struggle against big chains. How AI provides simple, actionable insights from POS data. What fear of technology and cost holds retailers back. Why data-driven decisions attract brands to small retailers. How AI tailors communication based on shopper generation and patterns. What one retailer found: only 4% of loyal customers bought meat. How one New York retailer grew seafood sales by segmenting customers. How AI drastically cuts down time spent planning weekly ads. Links & Resources Website: https://www.rsaamerica.comLinkedIn: https://www.linkedin.com/in/ravi-achantaGet access to more free resources by visiting the show notes at https://tinyurl.com/27pzbftn______________________________________________________ LOVE THE SHOW? HERE ARE THE NEXT STEPS! Follow the podcast to get every bonus episode. Tap follow now and don't miss out! Rate & Review: Help others discover the show by rating the show on Apple Podcasts at https://tinyurl.com/ecb-apple-podcasts Join our Free Newsletter: https://newsletter.ecommercecoffeebreak.com/ Support The Show On Patreon: https://www.patreon.com/EcommerceCoffeeBreak Partner with us: https://ecommercecoffeebreak.com/partner-with-us/

How to Build Meaningful Customer Relationships by Investing in Employee and Customer Experience  Shep interviews Lance Gruner, CX expert, keynote speaker, and author. He talks about the intersection of AI and customer experience, the importance of leadership accountability, and key insights from his new book, 10 Things They Hate About YOU: A CX Playbook for Leaders.     This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does artificial intelligence impact customer service interactions?  Why is it important for business leaders to personally experience their own customer journey?  Should companies be concerned about AI replacing human customer service agents?  How can businesses leverage AI to make customer service agents more effective?  Why do broken processes cause customers to leave, and how can businesses address them?  Top Takeaways:    One of the fastest ways to lose customers is to have processes that don't work as they should.   Leaders need to understand what customers go through every day. The best way to do this is to "walk the property," which means experiencing the company's products or services just like a customer would. By seeing things from the customer's point of view, leaders can spot problems and understand where things fall short.  Artificial intelligence is changing customer service. It can make agents smarter by helping them access relevant information faster and deliver more personalized responses. However, it is important to remember that AI is just a tool, not a cure-all. It is only as good as its programming and the system that it is added into.   Make using self-service easy and inviting. When introducing new technology or self-service options, don't just point customers in the right direction. Lead them there and show them how it works. If a customer needs help, solve their problem first, then take a moment to teach them how they could do it themselves next time.   Customer relationships are built on trust. When companies fail to deliver on promises, like missing deliveries or not solving problems, customers stop believing that the company will take care of them. Long-term loyalty is built on consistency, transparency, and trust.   Investing in training for team members pays off because it leads to better service and happier customers. Make sure they are well-versed with your current processes before adding new steps and technology into their workflow.  Small details send big messages about how much a company cares about its customers' experience. Companies that pay attention to every touchpoint, no matter how minor, such as a friendly gesture or easy-to-find information on a website, earn their customers' respect and trust.   Plus, Lance shares a few of the 10 things they may hate about you and  your brand. Tune in!  Quote:   "When done right, using AI can improve speed and accuracy, help with personalization, and give employees more time to focus on high-value work."    About:    Lance Gruner is a seasoned leader with over 30 years of experience in the customer service and hospitality industries. He has helped global companies such as the Ritz-Carlton and Mastercard deliver outstanding customer experiences.    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

Rerun Episode: Back by Popular Demand. Understanding your customers better means measuring the metrics that reveal who they are, what they value, and why they stay. In this episode of Doing CX Right, Stacy Sherman revisits her conversation with Neil Hoyne, Google's Chief Strategist and author of Converted, who shares data-backed strategies for turning customer insights into lasting loyalty. Hoyne explains why companies shouldn't expect commitment after a single purchase—you wouldn't propose on the first date—and how using data to identify high-value customers and personalize their experiences leads to stronger relationships and measurable, long-term growth. Learn more at  and subscribe to Newsletter for more actionable strategies. Book time with Stacy Shermamn .

Send us a textFor more than a century, Hasbro has been a household name in toys and games, with a portfolio spanning over 1,500 intellectual properties, from childhood classics like Candy Land to iconic titles like Monopoly and Clue. But in today's entertainment landscape, nostalgia alone isn't enough. To thrive, the brand has leaned into partnerships, fandom, and digital innovation that bring their intellectual properties to life in new and engaging ways. Lindsey Camell, Head of Partnerships and Location-Based Experiences for North America, is at the center of that effort. Her team oversees partnerships that bring Hasbro's IP to unexpected places, from McDonald's Happy Meals to cereal boxes to even family entertainment centers and resorts. With loyalty woven into its DNA through decades-long activations like McDonald's Monopoly, Hasbro is exploring how gamification, personalization, and cultural relevance can keep its brands connected to consumers for life. 

Imagine having a thriving organization where your employees are as satisfied as your customers - sounds perfect, doesn't it? In this episode, Doing CX Right host Stacy Sherman and Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce discuss the secret formula of high-performing organizations and the employee-customer experience balance. You'll learn about the "Experience Mindset," the role of tech in customer experience, the unintended consquences of employee experience and advice to professionals who are starting to build and advancing their leadership skills.  Learn more about gaining a competitive edge through an experience mindset at    Book time with Stacy . 

Send us a textFor decades, car rental has been viewed as a transactional necessity. Simply a checkpoint on the travel journey rather than a meaningful part of it. Beth Gibson, Vice President, Avis First, sees that as a missed opportunity. With the recent launch of Avis First, she's leading a bold initiative to shift perceptions and elevate expectations, introducing a first-of-its-kind rental experience built around convenience, care, and concierge-level service.  Available to all travelers through the Avis app, the program also provides added advantages for loyalty members, including faster booking and recognition through the existing Avis Preferred program. This isn't about perks. It's about purpose and a relentless focus on what travelers actually value. It isn't just a new tier; it's a fundamental shift in the company's approach to customer engagement. With nearly 18 years at Avis Budget Group, Gibson's deep operational knowledge, frontline empathy, and relentless commitment to the customer have uniquely positioned her to lead this transformation. 

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/

This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.MAXOL is Ireland's leading, family-owned forecourt and convenience retailer. It was founded in 1920 by William McMullan and operates over 250 service stations across Ireland, offering fuel, convenience items, and food through its proprietary ROSA coffee and Maxol Deli brands. Maxol introduced a new mobile loyalty app in 2022 that integrates a digital loyalty program FuelPay, a carbon offset program, and loyalty offers centered on ROSA coffee and its car wash business.This interview with Brian Donaldson, CEO Maxol Group looks deeply into the strategic vision for customer loyalty held by MAXOL and will give you an insider's view of why customer loyalty is important to the C-Suite.Hosted by Bill HanifinShow Notes:1)Brian Donaldson2) MAXOL3) Paddy Mayne: Lt Col Blair 'Paddy' Mayne

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 textIn a time when restaurant brands are redefining what value and connection mean to their guests, McAlister's Deli is standing out by blending purpose-driven hospitality with operational precision and digital intelligence. In this edition of Leaders in Customer Loyalty: Brand Stories, we sat down with Danielle Porto Parra, Chief Brand Officer at McAlister's Deli, to explore how the brand is weaving emotional branding, personalized loyalty, and a culture of hospitality into every guest experience. From their famed sweet tea to an enterprise-backed tech stack powering personalized offers, McAlister's Deli is on a mission to nourish connections in every sense of the phrase.  

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  

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!

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

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

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

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 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.

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

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

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    

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