Podcasts about customer loyalty

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

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 im Überblick: - Denns BioMarkt modernisiert Treueprogramm - Shop & Earn: Amazons neues Bonussystem - Globus Baumarkt erneuert Loyalty Programm - Supercard generiert Engagement und Kundenfrequenz mit Shake & Win - Kaufland launcht Kuponia in der FamilienMomente-App - Tages-Anzeiger lanciert Spiele-App zur Kundenbindung 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 a textAs loyalty programs move into 2026, brands are confronting a fundamental shift: loyalty is no longer sustained by accumulation alone. Points, miles, and introductory bonuses still matter, but they no longer guarantee relevance or emotional attachment. Instead, transparency, experiential value, and ongoing engagement are becoming the defining forces shaping how loyalty programs earn and maintain consumer trust. We recently spoke with Eileen Peacock, Senior Vice President, General Manager, at Valuedynamx U.S., who shared how shifting consumer expectations, subscription-influenced behavior, and a growing desire for real-world experiences are reshaping loyalty strategy across industries. 

Send a textFew restaurant brands carry the emotional weight of Friendly's. Founded in 1935 during the Great Depression, the brand was built on a simple but enduring belief: even in hard times, people deserve comfort, joy, and togetherness. Nearly 90 years later, that purpose still anchors Friendly's strategy.  But executing Friendly's brand strategy is rapidly evolving.  Under the leadership of Erik Jensen, Vice President of Marketing, Friendly's is in the midst of a renovation-led revival that touches everything from restaurant design and franchising to customer loyalty. At the center of that work is a renewed focus on listening, particularly when customers signal that something isn't working. 

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. Da der Erfolg von Kundenbindungsprogrammen zu einem grossen Teil davon abhängt, wie gut es gelingt die Kunden zu aktivieren und Engagement zu generieren, haben wir uns zum Jahresstart einmal angeschaut, mit was für Kampagnen die Kundenbindungsprogramme versuchen ihre Mitglieder im Januar zu aktivieren. Die Kampagnen im Überblick: - Decathlon motiviert Mitglieder mit der Sport-Challenge - Jahresstart mit Bonuspunkten des Payback-Ökosystems - Deutschlandcard setzt zum Jahresstart auf ein Punkte-Gewinnspiel - Rewe feiert 1 Jahr REWE Bonus - Jeder 500. Einkauf gewinnt - Lidl Plus aktiviert Mitglieder mit Dreikönigskuchen-Gewinnspiel - Miles&More incentiviert Burn mit Meilennachlässen - Coop Supercard fördert Bestellung im Prämienshop mit 444 Superpunkten - Engagement nach dem Vorbild von Spotify Wrapped: Jahresrückblicke bei Lidl Plus & Coop Supercard 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

In a world without third-party cookies, is your customer loyalty program your most valuable asset, or your biggest missed opportunity? Agility requires a fundamental shift from viewing loyalty as a transactional rewards program to embracing it as a dynamic, data-driven engine for the entire customer experience. It demands that brands are able to listen, predict, and adapt to customer needs in real time. Today, we're going to talk about the evolution of customer loyalty from a simple marketing tactic to a core enterprise strategy. With the erosion of traditional data sources and the rise of AI, the way brands build lasting relationships is undergoing a radical transformation, and we're going to explore what it takes to win in this new landscape. To help me discuss this topic, I'd like to welcome, Jim Sturm, President of North America at Capillary Technologies. About Jim Sturm Jim Sturm is Capillary's President of North America. He holds a bachelor's degree in science from the State University of New York. He joined Capillary Technologies in January 2021 and is responsible for leading global strategy, driving revenue growth, and managing high-performing sales teams to achieve business targets. Prior to Capillary, he was associated with Brierley + Partners, Inc. as their president and chief executive officer. Jim Sturm on LinkedIn: https://www.linkedin.com/in/jim-sturm-4447a15/ Resources This episode is brought to you by Capillary Technologies, a global leader in AI-powered loyalty and customer engagement. Trusted by 400+ brands—including 19 Fortune 500 companies—Capillary helps retailers and consumer brands drive customer retention and repeat purchases through personalized loyalty programs and experiences. Learn more at https://www.capillarytech.com/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Send a textIn the latest edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Rachel Masocol, Director of Digital Marketing and Ecommerce for Jollibee Group, North America, about how the company's rapid growth and loyalty program redesign are driven by increasing digital engagement. Jollibee has always been about more than just chicken—despite being voted America's number one fast-food fried chicken two years in a row by USA Today. What began as a small ice cream parlor in the Philippines, founded by Tony Tan Caktiong, has grown into one of the fastest-growing quick-service restaurant brands in the world. 

In a world without third-party cookies, is your customer loyalty program your most valuable asset, or your biggest missed opportunity? Agility requires a fundamental shift from viewing loyalty as a transactional rewards program to embracing it as a dynamic, data-driven engine for the entire customer experience. It demands that brands are able to listen, predict, and adapt to customer needs in real time. Today, we're going to talk about the evolution of customer loyalty from a simple marketing tactic to a core enterprise strategy. With the erosion of traditional data sources and the rise of AI, the way brands build lasting relationships is undergoing a radical transformation, and we're going to explore what it takes to win in this new landscape. To help me discuss this topic, I'd like to welcome, Jim Sturm, President of North America at Capillary Technologies. About Jim Sturm Jim Sturm is Capillary's President of North America. He holds a bachelor's degree in science from the State University of New York. He joined Capillary Technologies in January 2021 and is responsible for leading global strategy, driving revenue growth, and managing high-performing sales teams to achieve business targets. Prior to Capillary, he was associated with Brierley + Partners, Inc. as their president and chief executive officer. Jim Sturm on LinkedIn: https://www.linkedin.com/in/jim-sturm-4447a15/ Resources This episode is brought to you by Capillary Technologies, a global leader in AI-powered loyalty and customer engagement. Trusted by 400+ brands—including 19 Fortune 500 companies—Capillary helps retailers and consumer brands drive customer retention and repeat purchases through personalized loyalty programs and experiences. Learn more at https://www.capillarytech.com/ Take your personal data back with Incogni! Use code AGILE at the link below and get 60% off an annual plan: https://incogni.com/agile  Catch the future of e-commerce at eTail Palm Springs, Feb 23-26 in Palm Springs, CA. Go here for more details: https://etailwest.wbresearch.com/ Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://www.thecrmc.com/ Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://advertalize.com/r/faaed112fc9887f3 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Send a textAs loyalty programs look toward 2026, few categories are under more pressure to evolve than travel. Shifting consumer expectations, accelerating AI adoption, and rising demands for immediacy are forcing brands to rethink how loyalty shows up, not just at booking, but throughout the entire journey. In this Supplier Voices conversation, Nowell Outlaw, Chief Executive Officer of Switchfly, shares how AI-driven planning, real-time relevance, and emotional engagement are reshaping what effective travel loyalty looks like, and where many programs still struggle to keep pace. 

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Send us a textCustomer loyalty has become a cornerstone of modern brand strategy, but for shopping center owners, it has never been a simple equation. Without control of the point of sale and with thousands of independent retailers operating under one roof, building a cohesive loyalty program  presents challenges most consumer brands never face. That tension is what ultimately shaped Simon+™: a loyalty program built to reflect how people shop today, across stores, channels, and experiences. In a recent conversation, Enna Allen, Senior Vice President of Marketing at Simon shared how Simon is re-thinking loyalty for a nontraditional category and why flexibility, collaboration, and value are essential to making the program work. 

On this episode of The Michael Berry Show, we sit down with the legendary Mattress Mack to break down his one-of-a-kind “buy your furniture, win it free” promotion tied to the Big Game. From placing multi-million-dollar bets to calling every customer personally, Mack shares the strategies, mindset, and day-to-day hustle that make Gallery Furniture a community icon. Plus, Michael Berry dives into politics, pop culture, and why some of America’s greatest moments—like Charles Lindbergh’s historic flight—still inspire today. It’s insight, inspiration, and a little bit of madness all in one broadcast.See omnystudio.com/listener for privacy information.

Thanks to our Partners, NAPA Auto Care and NAPA TRACS Watch Full Video Episode In this episode, Jeff Rudnick of Pit Crew Loyalty explores the powerful shift from transactional business models to relationship-driven customer loyalty in the automotive repair industry. He challenges shop owners to rethink marketing and branding through the lens of real human connection—introducing the idea that “software has to imitate life.” In other words, technology should support the natural, community-minded instincts of great owners by automating “white glove” service at scale. The conversation dives into the behavioral science behind loyalty through Self-Determination Theory, which shows that customers, like employees, stay committed when they feel competent, autonomous, and part of something bigger than themselves. Rudnick backs this up with industry data, noting that the average “one-and-done” rate for first-time customers is 54%, but can be reduced to nearly 30% through intentional, relationship-based loyalty programs that make customers feel valued from day one. Listeners will learn practical strategies for creating meaningful customer experiences, including: The Confirmation Moment:Treating first-time calls as opportunities to confirm the shop can solve the customer's problem, not simply close a sale.Throwing a Party:Using automation to identify new customers so teams can celebrate and welcome them, increasing the likelihood of repeat visits.Cross-Pollination:Partnering with other local businesses to build community networks that benefit everyone involved.The Easy Button:Leveraging systems that automate complex marketing tasks like fundraisers, digital gift cards, referral programs, and social media graphics. Rudnick also explains how loyalty rewards software can simplify community fundraising, referrals, and cross-business promotion, making high-level marketing accessible even for busy shop owners. Rather than relying on discounts, he emphasizes building strong brands through personalized rewards, authentic leadership, and genuine community involvement. Ultimately, this episode demonstrates how combining smart automation with human-centered leadership can dramatically reduce customer churn, strengthen local relationships, and drive long-term profitability for independent repair shops. Jeff Rudnick, Pit Crew Loyalty 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:...

Join the discussion with Beth McCoy, CEO of CORA Loyalty, on CORA Group's recent survey of over 2,000 adults that found the top factor influencing which credit card Americans choose is Loyalty and rewards programs (50%). Rewards won out ahead of convenience (38%), credit limit (36%), fees (32%), interest rate (32%), and security / fraud protection (31%). We dive deep into comprehensive loyalty programs, and share actionable insights into how FI's can turn this consumer interest into revenue-driving banking relationships.Send us a textPresented by Remedy ConsultingFor more information on BankTalk:BankTalk WebsiteSubscribe to BankTalk NewsRemedy Consulting WebsiteRemedy LinkedInTo speak on the BankTalk Podcast, please email us.

Wild Rye designs stylish, sustainable outdoor gear for women, growing 30% to 50% annually through strong partnerships and community-driven fundraising.For more on Wild Rye and show notes click here  Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

Send us a textFor more than a century, Hilton has been shaping how people experience hospitality. Today, the company spans 26 brands, 9,000 properties, and 141 countries and territories, yet its loyalty strategy remains grounded in a simple idea: make travelers feel seen, valued, and supported at every stage of their journey. In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Brad Anderson, Vice President of the Hilton Honors program, about how the brand continues to evolve loyalty in an increasingly complex and expectation-driven travel landscape. 

Most brands aren't failing.They're just fading into the background.In this episode, Jeff sits down with David Brier, one of the sharpest and most unapologetic minds in branding, to talk about why so much marketing today feels polished, competent… and completely forgettable.David calls it the Wall of Beige: what happens when brands optimize for speed, safety, and scale - but quietly lose their nerve, their taste, and their point of view along the way.We get into why “meeting expectations” is actually a trap. Why pumping out more content won't save you if it costs you differentiation. And why loyalty isn't built through clever tactics - it's built through intention.From the ritual of opening an iPhone box, to handwritten notes, to small human moments most brands overlook, this conversation breaks down how everyday interactions - when handled with conviction - become the reason people come back, talk about you, and choose you again.This isn't a conversation about trends.It's a conversation about standards.If you're a founder, executive, or brand leader who's tired of sounding like everyone else - and wants people to stop saying “that's nice” and start saying “I want more of that” - this is the episode for you.What we exploreWhy so many brands blend in (even when they're doing “everything right”)The difference between convenience and careHow fanatical intention turns moments into loyaltyWhy anticipation beats persuasionWhere authenticity actually comes from - and where it doesn'tChapters00:00 — Turning Ordinary Into Amazing00:44 — AI, Speed & the Wall of Beige04:42 — Why Playing It Safe Is Riskier06:23 — Freshness, Familiarity & Surprise10:14 — The iPhone Box Lesson12:03 — Practitioner vs Professional vs Genius18:23 — Fanatical Intention22:39 — Why Meeting Expectations Is a Failure27:05 — Human Effort Creates Loyalty30:32 — Apple vs Microsoft: DNA Matters36:40 — Refusing to Let Ordinary Be Ordinary41:58 — Curiosity Beats Confusion44:07 — Why Meaning Beats Marketing55:17 — The Next 4 Years vs the Next 4058:44 — “I Want More of That”Connect with Jeff Abracen on LinkedIn [https://www.linkedin.com/in/jeffabracen/]If you are or know a disruptive influencer who would make a great guest, we'd love to hear from you. Every Like, Share, Subscription and Review means a lot.Cover art by Daniel DevoyMusic by Stephen Voyce©2024 The Disruptive Influence Podcast - Jeff Abracen

The "Growth at All Costs" era is over. Welcome to the era of Trust and AI Efficiency.In this episode of The Watson Weekly, Rick Watson sits down with Gareth Cummings, CEO of eDesk, to discuss the massive shift in how brands interact with their customers. From pioneering domain-specific language models in 2018 to navigating the rise of TikTok Shop and Agentic Commerce, Gareth shares a masterclass in staying ahead of the tech curve.Gareth Cummings is the CEO of eDesk, an AI-native customer support platform built specifically for e-commerce. With a background in banking and telecom, he brings a unique, data-driven perspective to online retail.In this interview, you'll learn:The Evolution of AI: Why customer skepticism has turned into an expectation for AI-driven support.Surviving the SaaS Slump: How e-commerce brands are pivoting toward profitability and value.TikTok & Authentic Engagement: Why new channels are essential for building brand trust in 2026.The Rise of AI Agents: What happens when AI starts making the purchases for us?Chapters / Timestaps0:00 - Introduction: Meet Gareth Cummings, CEO of eDesk2:15 - Career Evolution: From Banking and Telecom to E-commerce Tech5:40 - The Early Days of AI: Building Language Models in 20189:25 - The Shift in Consumer Mindset: From AI Skepticism to AI Expectation13:10 - Navigating the Modern SaaS Economy: Profitability vs. Growth17:35 - Building Brand Loyalty: Why Trust Outperforms Price21:50 - TikTok Shop and the Power of Authentic Engagement26:15 - Turning Support Data into a Business Strategy Engine30:40 - The Future of Agentic Commerce: When AI Does the Shopping35:20 - Leadership Advice: Embracing the Pace of AI Change38:45 - Closing Thoughts and Where to Follow GarethThe Watson Weekly is sponsored by Rithum. In commerce, timing is everything. That's where Rithum comes in. We help brands and retailers keep every channel connected, so when the moment comes, you're ready to act—launching faster, adapting quicker, and growing smarter. See how your business can grow at rithum.com. that's R-I-T-H-U-M.com#Ecommerce #AI #SaaS #CustomerSupport #TikTokShop #AgenticCommerce #TheWatsonWeekly #WatsonWeeklyThis podcast uses the following third-party services for analysis: Podtrac - https://analytics.podtrac.com/privacy-policy-gdrp

How Ouai became a $300M brand by turning customer comments into marketing gold.  Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

Like the show? Show your support by using our sponsors. Promotive can help you find your dream job. Touch HERE to see open jobs. Need to update your shop systems and software? Try Tekmetric HERERegister NOW for Tekmetric's Tektonic Conference coming up HEREIn this episode, Jeff is joined by Mark Elliott, also known as TobaTech on social media. They discuss what drives top technicians to leave their jobs and why it's rarely just about money. TobaTech shares his experiences at his previous shop, describing how the loss of training opportunities and an overwhelming shift in responsibilities led to his decision to move on. They also speak on the importance of investing in staff development, maintaining a supportive shop culture, and recognizing technician contributions beyond financial incentives.Timestamps:00:00 "Why Top Technicians Leave"08:48 "Developing Skills Beyond Expectations"12:50 "Reflections on Trade Expectations"20:40 "Improve Training for Better Sales"21:31 "Questioning Career Fulfillment"26:48 "Amazon Gadget Fail Turns Lesson"35:16 Trusted Technicians and Transitions38:11 Impact of Leadership Departure43:57 "You're Not Family"52:51 Shop Upgrades and Improvements54:15 Truck Vibration Causes & Solutions01:03:30 "Clarifying Misunderstood Podcast Context"01:05:15 "Work-Life Balance Challenges"01:11:44 "Skills Gap and Expectations"01:16:18 "Awkward Reunion with Former Boss"01:21:48 "DBI: Key to Customer Loyalty"01:26:48 "Proving Work Isn't Distracted"01:35:38 "Unfair Performance Bonus Policy"01:37:03 "Navigating Unfair Work Dynamics" Follow/Subscribe to the show on social media! TikTok - https://www.tiktok.com/@jeffcompton7YouTube - https://www.youtube.com/@TheJadedMechanicFacebook - https://www.facebook.com/profile.php?id=100091347564232

Send us a textAs loyalty leaders look toward 2026, the conversation is shifting away from feature sets and toward fundamentals: trust, relevance, and human connection. While artificial intelligence is accelerating what brands can do with data and personalization, it is also forcing a reassessment of what customers actually value in their relationships with brands. In a recent conversation with Denise Holt, Senior Vice President and Head of Strategy, Experience, Research, and Insights at Phaedon, and Emily Merkle, Senior Vice President of Analytics and Data Science, they shared their thoughts about how brands are recalibrating loyalty strategies after a year of rapid experimentation, and what that means for the future of customer engagement. Rather than viewing loyalty as a standalone program, both leaders argue the next phase of loyalty will be defined by systems that adapt to individual preferences, empower human interaction, and deliver value quickly and transparently. 

Eleven successful founders reveal their exact playbooks for 2026. Discover AI commerce strategies, slow content that converts, gamified loyalty tips, and community-first growth tactics. Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

Your Apparel Brand Is NOT For Everyone! Niche Down to Grow and Build Customer Loyalty In this episode of The Business of Apparel podcast, Rachel discusses why your apparel brand cannot be for everyone. Learn the critical strategy of niching down to a specific target market, which is essential for launching, growing, and scaling your business. Rachel explains that trying to create a product for everyone leads to making products for no one, highlighting the importance of focusing on one perfect target segment. She uses compelling examples, from nudist colonies to different types of runners, to illustrate how varied customer needs are. Discover how defining a clear customer avatar, like 'Kara', can guide all your business decisions, from product development to marketing, ensuring you build brand loyalty through superior fit and comfort. This approach helps attract new customer segments organically and build a profitable, fulfilling brand that stands the test of time. Sign up for the Secrets Behind Billion Dollar Apparel Brands Masterclass here: https://www.thebusinessofapparel.com/secrets Join The Board here: https://www.thebusinessofapparel.com Chapters: 00:00 Introduction: The Reality of Target Markets 00:33 Understanding Your Target Market 02:26 The Importance of Niching Down 03:03 Masterclass and Community Support 04:26 Creating Brand Loyalty Through Fit 09:21 Defining Your Target Customer 12:41 The Power of a Clear Target Customer 17:58 Conclusion Watch more of The Business of Apparel Podcast episodes: Wholesale 101: https://youtu.be/lpezH1YwCyE Use AI in Your Apparel Brand: https://youtu.be/Dn9tjPNmfaw  Grow A 7-Figure Apparel Business: https://youtu.be/rpQYDyo5Rao We can't wait to hear what you think of this episode! Purchase the Business of Apparel Online Course: https://www.thebusinessofapparel.com/course ABOUT RACHEL: Rachel Erickson—Fractional COO, Apparel Industry Consultant, and founder of Unmarked Street and The Business of Apparel. With 20+ years in technical design and product development leadership, I've sat at the executive table of a $25M apparel line and helped scale it to $60M in one year.   After decades working inside major fashion companies, I learned the truth behind billion-dollar brands, and it's not about chasing trends or pumping out endless products. It's about building clean processes, tightly edited assortments, and obsessively focused customer targeting.   I help founders and CEOs of performance apparel brands: ✅ Build lean, profitable product lines ✅ Streamline operations for growth ✅ Replace overwhelm with executive clarity ✅ Create garments that fit bodies in motion   Whether you're just hitting $1M in revenue or trying to break through the $10M ceiling, my team joins you as an embedded operations and product partner—running fittings, line plans, tech packs, and vendor communications so you can get back to leading.   To connect with Rachel, you can join her LinkedIn community here: LinkedIn. To visit her website, go to: www.unmarkedstreet.com.   

In this episode of Disruption/Interruption, KJ sits down with Joey Coleman, two-time Wall Street Journal bestselling author and expert in experience design and retention strategy. Joey reveals the shocking truth about employee turnover—costing businesses a trillion dollars annually—and shares his proven framework for transforming the first 100 days of any relationship. From his background as a criminal defense attorney and White House advisor to consulting with NASA, Volkswagen, and Zappos, Joey brings unique insights into why companies lose employees and customers, and more importantly, how to keep them. Four Key Takeaways The First Day Crisis (10:25) 4% of all new hires quit after their first day of work globally, and by day 45, that number jumps to 22%. By the one-year mark, 40% of employees have left—costing U.S. businesses approximately $1 trillion annually. The True Cost of Turnover (13:00) Replacing an employee costs between 100-300% of their annual salary just to get someone new into the seat—not including their actual salary and benefits. For a $50,000 employee, you're looking at $50,000-$150,000 in replacement costs alone. HR's Shift from Culture to Compliance (27:00) Over the past 50 years, HR departments have shifted focus from creating great workplace cultures to managing compliance, documentation, and litigation prevention—leaving no one responsible for making the workplace the best it can be. The Remarkable Organization Test (35:31) "The way you know you're running a remarkable organization is if you announce you're hiring and your existing employees immediately recommend amazing people they want to work with. In most organizations, internal referral candidates measure close to zero." Quote of the Show (28:12):"There is no one who wakes up in the morning, looks in the mirror and says, 'My primary job when I get to work today is to make sure that this is the best place that any of these people have ever worked.'" – Joey Coleman Join our Anti-PR newsletter where we’re keeping a watchful and clever eye on PR trends, PR fails, and interesting news in tech so you don't have to. You're welcome. Want PR that actually matters? Get 30 minutes of expert advice in a fast-paced, zero-nonsense session from Karla Jo Helms, a veteran Crisis PR and Anti-PR Strategist who knows how to tell your story in the best possible light and get the exposure you need to disrupt your industry. Click here to book your call: https://info.jotopr.com/free-anti-pr-eval Ways to connect with Joey Coleman: LinkedIn: https://www.linkedin.com/in/joeycoleman1/ How to get more Disruption/Interruption: Amazon Music - https://music.amazon.com/podcasts/eccda84d-4d5b-4c52-ba54-7fd8af3cbe87/disruption-interruption Apple Podcast - https://podcasts.apple.com/us/podcast/disruption-interruption/id1581985755 Spotify - https://open.spotify.com/show/6yGSwcSp8J354awJkCmJlDSee omnystudio.com/listener for privacy information.

Send us a textPapa Murphy's has sliced out a unique position in the crowded pizza category with a simple yet transformative idea: pizzas made fresh in-store, taken home, and baked by the customer. With more than 1,000 locations across the U.S., including franchise-owned stores, the brand continues to differentiate through both product and experience. Loyalty360 recently spoke with Jason Focht, Vice President of Digital Marketing, about the uniqueness of the take-and-bake model and the launch of the redesigned MySlice Rewards loyalty program. Both lend themselves well to motivating customer engagement and creating loyalty.

Send us a textLoyalty programs aren't failing because they lack features: they're failing because customers don't feel value fast enough. As consumer budgets tighten and expectations accelerate, patience has become one of the scarcest resources brands contend with. Loyalty is no longer judged by what it promises over time, but by how quickly it proves its worth. We spoke with Don Smith, Global Chief Consulting Officer at Capillary, about what that shift means for loyalty strategy in 2026, and why speed, relevance, and emotional connection are now deeply intertwined. 

Today I sit down with J Bird, founder of Cross Country Wellness, to unpack the real-world CBD business strategy behind building a premium product line and surviving in a crowded hemp market.He shares the personal story that led him into the industry, losing his father to an accidental overdose, and how that pain became purpose: creating a holistic alternative that people could trust.Loral's Takeaways:Introduction and Background of J Bird (00:04)J Bird's Entry into the CBD Industry (02:52)Development of J Bird's Product Line (03:47)Marketing and Customer Retention Strategies (08:10)Challenges and Strategies in the CBD Industry (11:06)Customer Loyalty and Product Quality (15:20)Retail Strategy and Shelf Space (20:23)Top Symptoms Addressed by Jay Bird's Products (23:13)Meet J Bird:Jordan Bergsrud is the embodiment of being, “immersed in the industry.” It has been a journey with a purpose and passion for Jordan. Or as everyone calls him, J Bird. He was born and raised in Memphis, Tennessee where he witnessed firsthand the effects of opioids after his father was in a car accident in 2015 and then lost his life to an opioid overdose 6 months later. Jordan took a very difficult situation and made it his passion.“I realized the impact and benefits of cannabis and CBD and wanted to dedicate my time and knowledge to helping others realize the benefits of this plant.”“I wanted to be the difference people want to see in the world, by providing the best possible products I could find.”Jordan's high energy and passion was rewarded this year as he was named the 2020 Las Vegas Cannabis Activist of the year. In a town of bright lights, no sleep and big names, there are none bigger and more real than J Bird.He is the face of Cross Country Wellness.Connect With J Bird:InstagramWebsiteWant to try out the Cross Country wellness products? J Bird has generously shared a discount code special for today's podcast listeners of Real Money Talks - Use Code: RMT30 at the discount for 30% off your entire order.Meet Loral Langemeier:Loral Langemeier is a money expert, sought-after speaker, entrepreneurial thought leader, and best-selling author of five books.Her goal: to change the conversations people have about money worldwide and empower people to become millionaires.The CEO and Founder of Live Out Loud, Inc. – a multinational organization — Loral relentlessly and candidly shares her best advice without hesitation or apology. What sets her apart from other wealth experts is her innate ability to recognize and acknowledge the skills & talents of people, inspiring them to generate wealth.She has created, nurtured, and perfected a 3-5 year strategy to make millions for the “Average Jill and Joe.” To date, she and her team have served thousands of individuals worldwide and created hundreds of millionaires through wealth-building education keynotes,...

Sign up for Practi, a new platform that helps law firms use subscription billing.Here are the top 5 takeaways from this episode:1. AI Enables Scalable Growth Without Proportional Overhead. Shane's company uses AI to review thousands of Amazon reviews daily, replacing what would've required 50+ employees working 4-hour shifts. By training AI models on Amazon's guidelines and violation patterns, they scaled their business without the traditional costs of hiring, training, and managing a large workforce.2. Performance-Based Pricing Eliminates Customer Risk and Accelerates Growth. TraceFuse charges $250 per successfully removed review—only when they deliver results. This model removed the trust barrier for a new, unknown service and transformed customer conversations from “I don't want to pay you” to “How much should I budget?” The shift from upfront retainers to outcome-based pricing was a game-changer.3. Subscription Models Create Predictable Revenue and Customer Loyalty. Shane emphasized the power of subscription pricing. Subscriptions ensure customers call you first when they need help, create budget predictability, and allow businesses to “plus” their offerings with add-on features over time.4. Focus on High-Value Work by Outsourcing Repetitive Tasks. Whether through AI, outsourcing, or automation, entrepreneurs and professionals should audit where they spend their time and eliminate low-value activities that don't directly generate revenue.5. Transparency in Pricing Builds Trust and Reduces Friction. Customers hate uncertainty—whether it's “this legal case will cost $100K-$250K” or not knowing if a service works. Fixed pricing, clear outcomes, and performance guarantees remove the fear factor and make buying decisions easier, leading to faster sales cycles and happier clients.__________________________Want your question to be answered on a future show? Fill out this short survey.Check out TraceFuse.Sign up for Paxton, my all-in-one AI legal assistant, helping me with legal research, analysis, drafting, and enhancing existing legal work product.Get Connected with SixFifty⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, a business and employment legal document automation tool.Sign up for ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Gavel⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, an automation platform for law firms.Visit ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Law Subscribed⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ to subscribe to the weekly newsletter to listen from your web browser.Prefer monthly updates? Sign up for the Law Subscribed Monthly Digest on LinkedIn.Check out ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Mathew Kerbis'⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ law firm ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Subscription Attorney LLC⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.Want to use the subscription model for your law firm? Click here to sign up for a new platform that helps law firms use subscription billing. Get full access to Law Subscribed at www.lawsubscribed.com/subscribe

Send us a textAs one of the fastest-growing fast-casual brands, Mediterranean eatery, CAVA, was founded in 2010 as a full-service restaurant. The company's goal is to make delicious food that customers feel good about buying and eating. Today, the company has grown substantially, with more than 400 restaurants in 28 states across the country. In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Andy Rebhun, Chief Experience Officer for CAVA, about the secret to this brand's dramatic growth strategy.  

Scout Brisson reveals how De Soi converts skeptics into subscribers through sampling, why it's their largest marketing expense, and her ROI framework. Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

A FREE COPY OF JEFF'S Book DiscernmentVisit: https://JeffDudan.com If you run a business that lives on leads, quotes, and callbacks… this conversation could change your revenue. In this episode, I sit down with marketing and customer experience expert Jay Baer to talk about the advantage most small businesses keep missing: speed. Not just speed to close — speed to respond. We get into why “first contact” sets the tone for the entire relationship, the difference between being fast and being too fast, and how word-of-mouth actually works in the real world (hint: “competent” doesn't create conversations). We also talk talk-triggers — the simple operational choices that turn customers into volunteer marketers — plus what AI is changing (and what it can't replace): the human touch. If you want more leads, better close rates, and customers who actually stick… start here. Subscribe for more episodes built for business owners who want real-world tactics they can use immediately. A FREE COPY OF JEFF'S Book DiscernmentVisit: JeffDudan.com Learn more from Jay Baer: 

A FREE COPY OF JEFF'S Book DiscernmentVisit: https://JeffDudan.com If you run a business that lives on leads, quotes, and callbacks… this conversation could change your revenue. In this episode, I sit down with marketing and customer experience expert Jay Baer to talk about the advantage most small businesses keep missing: speed. Not just speed to close — speed to respond. We get into why “first contact” sets the tone for the entire relationship, the difference between being fast and being too fast, and how word-of-mouth actually works in the real world (hint: “competent” doesn't create conversations). We also talk talk-triggers — the simple operational choices that turn customers into volunteer marketers — plus what AI is changing (and what it can't replace): the human touch. If you want more leads, better close rates, and customers who actually stick… start here. Subscribe for more episodes built for business owners who want real-world tactics they can use immediately. A FREE COPY OF JEFF'S Book DiscernmentVisit: JeffDudan.com Learn more from Jay Baer: 

Send us a textAs brands enter 2026, loyalty strategies are being reshaped by economic pressure, rapidly shifting consumer expectations, and the accelerating role of technology. Rising costs, tighter margins, and changing audience behaviors have forced organizations to rethink how they create value that's not just through rewards, but through relevance, ease, and emotional connection. We recently spoke with Ellen Green, Vice President of Loyalty Strategy at Bounteous, about the forces that most influenced loyalty strategy in 2025 and how those lessons are shaping what comes next. From time-to-value and personalization to AI readiness and organizational alignment, Green outlined why loyalty is no longer a standalone program, but a relationship-driven capability embedded across the enterprise. 

In this episode, we explore how to fix loyalty programs that rely too much on discounts. Jed Strong, the Enterprise Sales Director at Adjoe, explains how brands can move past simple transactions. He shares how "rewarded engagement" allows customers to earn points by playing mobile games instead of just spending money.Jed breaks down how this strategy helps brands stay relevant every day without hurting their profit margins. He also discusses why modern loyalty needs to be fun and how to build a deeper connection with customers through their phones.Topics discussed in this episode:  Why traditional loyalty programs often fail How to stay top-of-mind between purchasesHow rewarded engagement builds durable bonds What makes points-earning feel too difficult How mobile games fuel new loyalty habits Why game studios fund your customer rewards Why over-discounting hurts your bottom line Links & Resources Website: https://adjoe.io/LinkedIn: https://www.linkedin.com/in/jedstrong/Instagram: https://www.instagram.com/adjoe.io/Get access to more free resources by visiting the show notes athttps://tinyurl.com/szue9yy3______________________________________________________ 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/

Send us a textWhite Castle's loyal fan base has kept America's “first fast-food hamburger chain” in business for nearly 105 years. What makes this brand still appeal to consumers and continue to expand, especially when other chains struggle to keep the doors open?   Loyalty 360 spoke with Jamie Richardson, Vice President of Marketing and Public Relations at White Castle, on the brand's longevity and its loyalty program, known as Craver Nation Rewards. 

Send us a textAs brands look ahead to 2026, loyalty programs are evolving beyond transactions toward deeper emotional connection, relevance, and trust. Shifting consumer expectations and broader uncertainty are accelerating this change. We recently spoke with Hayley Hanel, Senior Manager of Strategic Consulting at Kobie, who shared how growing unease around social, political, and economic change is reshaping loyalty strategies and elevating the role of community and belonging.

Is your workplace culture empowering people or quietly silencing them - and could poor experiences be driving customers away faster than you realise? In this week’s episode, leadership expert Marnie Brokenshire, cofounder of Uncapped Potential, unpacks the growing risk of culture slipping into “cult-like” control and why psychological safety matters. Then Greg Nicolle, Group Manager of Client Success at Thryv Australia, explains why customer experience can outweigh product quality and shares three practical ways businesses can build loyalty and keep customers coming back. Business Essentials is produced by: SoundCartelsoundcartel.com.au+61 3 9882 8333See omnystudio.com/listener for privacy information.

We've pulled together 4 of the most powerful, no-BS moments from past Body Bangin' episodes, the kind of insights that shift how you think, lead, and grow.Here's what's inside:#97 — Stars vs. Hamsters (with Robert Snook) → Are you working on "Context" or just "Content"? Robert breaks down the difference between the "Stars" who grow and the "Hamsters" stuck on the revenue wheel. Plus, the "So What?" test: why meeting standard expectations gets you zero loyalty .#96 — Be Extraordinary (with Mike Anderson) → "Nobody notices normal." Mike Anderson shares a game-changing story about a Lexus dealership that knew a customer's Starbucks order before he walked in the door. The lesson? Know the person before you know the car .#85 — Grow Your Own Technicians (with Ron Reichen & Barry Dorn) → Stop looking for "plug and play" staff. Ron and Barry explain why the best shops are growing their own talent, creating career paths beyond the bay, and the vital importance of "Internal Marketing" to keep the team you have .#66 — What Are You Willing to Tolerate? (with Andrew Batenhorst) → Mediocrity spreads like a virus. Andrew delivers a mic-drop moment on leadership: If you let people show up late or do poor work, you are setting the standard that it's okay. You have to hold the line, even when it's hard .Whether you're a shop owner, estimator, or marketer, these moments cut through the noise.

Send Us Your Questions & Feedback!Episode OverviewWhat does a canceled flight during a snowstorm have to do with running a successful window treatment business? Everything. In this episode, Roger shares a powerful story about loyalty, customer experience, and the choice every window treatment professional must make: compete on price or compete on value.What You'll LearnThe Personal StoryHow Roger accidentally became a Delta loyalist (hint: it started with convenience, not intention)The Christmas 2022 snowstorm that changed everythingWhy Delta put him on a competitor's flight to take care of himThe small gestures that create lasting loyalty: handwritten notes from pilots, surprise gift cards, and VIP treatmentThe Business LessonWhy being the "cheapest option" attracts price shoppers who disappear at the first discountHow to position yourself as the "Delta Airlines" of your marketThe difference between customers and loyal clientsWhy better margins and better clients go hand-in-handHow do you want your window treatment business to be perceived in 2026?As the cheaper alternative—or as the Delta Airlines of your market?There's no wrong answer. But understand this: the cheapest option doesn't create loyalty. It creates price shoppers who question your expertise and vanish the second someone undercuts you.Being the "Delta company" means raising the bar. Charging more, yes—but also earning better margins, attracting better clients, and building relationships rooted in trust.Perfect ForWindow treatment installers tired of competing on priceBlind and shade dealers ready to attract premium clientsInstallation professionals who want to elevate their client experienceAnyone in the window covering industry wondering if loyalty programs actually workTrade professionals looking to end 2025 strong and start 2026 even strongerInspiring Blog: https://www.tradingupconsulting.com/building-customer-loyalty-premium-service/Hashtags: #NoStringsAttached #TradingUpConsulting #TradingSecrets #WindowTreatment

Revenge Of became the go-to nerd bodega by hosting free events and waiving pinball fees. Learn the strategy that drives organic sales without discounts. Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

Recorded live at SocialWest 2025 in Calgary, this episode of the Marketing News Canada podcast features guest host Laila Hobbs in conversation with Julie Ogilvie, Executive Director of the Kentville Business Community and Founder of Julie Ogilvie Consulting.Julie shares how small businesses and solo founders can build customer journeys that convert, without burning out or spending all their time on marketing. The conversation breaks down what a customer journey really is, why it extends far beyond the point of purchase, and how brands can turn customers into long-term advocates through thoughtful post-purchase experiences.From balancing passion with profitability to focusing on the most overlooked stages of the customer journey, this episode offers practical, grounded advice for marketers, founders, and business owners looking to build sustainable growth.

In this episode of the Good Leadership Podcast, host Charles Good engages with customer experience strategist Jon Picoult to explore the principles of creating memorable customer experiences. They discuss the importance of customer impressions, the power of choice, customer advocacy, relevance, attention to detail, personalization, and the impact of pleasant surprises. The conversation also highlights effective recovery strategies when things go wrong, using IKEA as a practical example of successful customer experience implementation.CHAPTERS00:00 The Power of Perceived Control04:06 Advocating for Customers: The Southwest Airlines Example08:21 Creating Relevance in Customer Experience11:20 The Importance of Details in Customer Interactions13:47 Personalizing Customer Experiences16:59 The Impact of Pleasant Surprises20:35 Recovering with Style After Failures25:11 IKEA: A Case Study in Customer Experience Principles29:23 Final Thoughts: Making Customers Feel Special31:54 Key Insights and Takeaways

Laura Bartley, VP of Customer Loyalty and Rewards with Mohawk, and Kemp Harr discuss the highlights for Mohawk's Momentum road shows, the biggest of which is in Vegas at Surfaces, and a few of product changes that Mohawk is making for 2026.

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.

For Steve Dennis and Michael LeBlanc's final episode recorded live at the CommerceNext Growth show, they welcome two visionary leaders from Tapestry, the global house of brands that includes Coach and Kate Spade: Pooja Chandiramani, VP Global Media Strategy & Planning, Marketing Analytics, Operations and Transformation, and Avinash Kaushik, Brand Strategy & Marketing Transformation.Pooja and Avinash unpack Tapestry's ongoing transformation, which embeds analytics as a core pillar of brand growth. For Coach in particular, analytics isn't just incremental—it's a complete transformation journey. By using data to generate insights that directly drive business impact, Tapestry ensures marketing investments are accountable, measurable, and tied to outcomes.Avinash, a globally recognized thought leader and author, explains how Tapestry embraces intent-centric marketing to connect authentically with consumers. Moving beyond the outdated “accessible luxury” positioning, the company has shifted toward "expressive luxury"—a modern framework that reflects values-driven, authentic consumer engagement, particularly resonant with younger audiences.The conversation dives into the cultural foundations necessary for analytics to thrive. Avinash emphasizes that “culture is more important than data,” crediting Tapestry's CEO Joanne Crevoiserat and senior leadership for creating an environment where data can challenge assumptions and guide decisions. This culture enables bold experiments, including measuring the incrementality of brand marketing—one of the toughest questions in retail.Pooja highlights how creative pre-testing has become a critical unlock. By partnering with Human Made Machine, Tapestry tests campaigns with real audiences before investing media spend. This approach ensures that creative—responsible for up to 70% of marketing impact—delivers measurable results in driving brand awareness and incremental sales. It's a cultural shift, moving from subjective opinions about creative to decisions grounded in data.The episode also explores the role of AI and machine learning in accelerating agility, simplifying decision-making frameworks, and enabling global scalability. Both leaders stress that outcomes-based planning—rather than activity-based planning—keeps Tapestry aligned with its ambitious growth goals.  About UsJennifer MarloHead of Content, CommerceNextJennifer Marlo drives industry-leading programming at CommerceNext, drawing on experience from Ascendant Network and iMedia Connection, where she spearheaded content strategies to inspire retail, brand and agency marketing leaders. Guided by the belief that “a rising tide lifts all boats,” Jennifer uses in-person and digital platforms to educate and foster industry collaboration. Steve Dennis is a strategic advisor and keynote speaker focused on growth and innovation, who has also been named one of the world's top retail influencers. He is the bestselling authro of two books: Leaders Leap: Transforming Your Company at the Speed of Disruption and Remarkable Retail: How To Win & Keep Customers in the Age of Disruption. Steve regularly shares his insights in his role as a Forbes senior retail contributor and on social media.Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, top retail influencer, keynote speaker and media entrepreneur. Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.

In this episode, Jesse Green is joined by Rob Markey, co-creator of the world-renowned Net Promoter Score (NPS) and co-author of The Ultimate Question 2.0. Together, they explore how dental practices can harness the power of customer loyalty to drive sustainable growth.Rob unpacks the differences between satisfaction, loyalty, and advocacy, and explains why emotional commitment, not just repeat visits, defines true loyalty. With practical insights into staff engagement, pricing, patient experience, and reputation-building, this episode is packed with tools for turning your patients into passionate advocates.In this episode:[00:01] Why customer loyalty is more than repeat business, and why it matters[04:04] Loyalty vs. satisfaction[08:20] Loyalty, advocacy, and the rare brands that inspire devotion[13:39] Why internal culture and staff advocacy are key to external loyalty[26:24] Jesse's four-step framework for generating word-of-mouth referrals[28:42] The role of pricing in perceived value and patient expectations[33:04] The “trap” of elevated expectations and how to manage them.Resources and Links:Rob Markey websiteConnect with Rob on LinkedInJoin the free Savvy Dentist Facebook GroupFollow Dr Jesse Green on LinkedInVisit Savvy Dentist website Mentioned in this episode:Transformational Training for Dental Practice TeamsIf you want to grow your practice, you need a high-performing team - but training takes time, effort, and resources you often don't have. That's why we created the Savvy Dentist Team Training Bundle - a 12-month program packed with five powerful courses, including our Practice Manager Masterclass, Front Desk All Stars, Hygiene & Therapy Heroes, Treatment Coordinator Training, and the Million Dollar Dentist course. Each course is delivered live via Zoom, and you'll also get access to past recordings, so you can onboard new team members anytime without starting from scratch. Want to scale your practice and build a winning team? Click on the link and join the waitlist. Team Training Bundle Sept 25

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.

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.