Podcasts about customer loyalty

In this episode, guest host Catherine Espada is joined by Gina Potenza, Senior Partner Program & Strategy Manger at Klayvio, and Nadine Hawel, Senior Email & Mobile Marketing Specialist from Americaeagle.com. They discuss the post-purchase journey, using AI to create more relevant customer interactions, choosing the right channels for each customer, and how brands can bring email, SMS, social, and customer service together to create a truly connected experience. Register for The State of Omnichannel Marketing in 2026 Webinar! (August 19th at 10 am CT) Webinar Registration link: https://tinyurl.com/2tfcdbnv This podcast is brought to you by Americaneagle.com Studios. Follow this podcast wherever you listen to them! Connect with: Lessons for Tomorrow: Website // Twitter // Instagram // Facebook // YouTube Catherine Espada: LinkedIn Gina Potenza: LinkedIn Nadine Hawel: LinkedIn Resources: Klaviyo Consulting & Email Marketing | Klayvio - Website

Send us Fan MailIn this episode of Leaders in Customer Loyalty: Brand Stories, RBC's James Lombardi explores how Avion Rewards has evolved into a broad loyalty ecosystem open to all Canadians. He discusses RBC's approach to strategic partnerships, the continued importance of travel rewards, and how AI and hyper-personalization are helping the bank deliver more relevant value and experiences to members.

Thanks to our Partner, AppFueledAlaska may be known for its breathtaking scenery and extreme conditions, but running a successful auto repair shop there comes with challenges that most shop owners in the Lower 48 never have to consider. In this conversation, Brian and Kim sit down with Robert Wright of 1023 Diesel & Fleet in Palmer, Alaska, to explore what it's really like to own and grow a shop in one of the most unique automotive markets in the country. From marketing in remote communities and building a strong shop culture to navigating harsh winters, seasonal demand, staffing, and expanding from a diesel specialty shop into general automotive repair, Robert shares practical insights that apply no matter where your shop is located. If you're looking for fresh perspectives on leadership, marketing, and growing a thriving repair business, you won't want to miss this episode. Listen now and discover what every shop owner can learn from doing business in the Last Frontier.Show Notes with TimestampsIntroduction to the Podcast and Guest (00:00:09) Host Brian Walker introduces co-host Kim and guest Robert Wright, owner of 1023 Diesel in Palmer, Alaska.Misconceptions and Realities of Alaska (00:01:03) The hosts and guest discuss common stereotypes about Alaska from TV shows versus the reality of living there.Life in Palmer, Alaska (00:02:17) Robert describes the Palmer area, its proximity to Anchorage, its history as a farming colony, and its Midwest feel.Remote Alaskan Living (00:04:04) Discussion about the "road system" and how people access remote locations like Robert's cabin via plane, boat, or snowmachine.The Shop's Origins and Evolution (00:04:51) Robert explains how 1023 Diesel started in his garage and evolved from a diesel-only specialty shop to general automotive repair.Defining "Rural" in Alaska (00:06:21) The hosts and guest discuss the perception of "rural" and how Palmer is considered part of Alaska's main population center.Marketing to Remote Customers (00:07:04) Robert explains that customers travel hundreds of miles for service and how word-of-mouth is crucial for reaching off-grid communities.Community Involvement in Marketing (00:08:46) The importance of "boots on the ground" community marketing is discussed as an effective, old-fashioned approach in Alaska.Sponsor Message: AppFueled (00:09:59) A commercial break for the podcast sponsor, AppFueled, which creates custom loyalty apps for auto repair shops.Climate and Seasonality in Business (00:10:55) Discussion about Palmer's unique weather, including extreme winds, and how it creates seasonality in the auto repair business.Alaska's "Break Up" Season (00:12:21) Robert explains the spring "break up" season, when thawing ground leads to road weight restrictions, causing a business slowdown.Studded Tires and Winter Business (00:14:15) The group discusses state-mandated studded tires for winter traction and how tire changeovers create a busy season for shops.Corrosion and Winterizing Vehicles (00:15:00) The conversation covers the extreme rust on off-highway vehicles and the specifics of winterizing vehicles for the Alaskan climate.Staffing and Recruitment in Alaska (00:19:22) Robert discusses the challenges and strategies for finding technicians, noting that Alaska is a destination state for many.Building an Attractive Shop Culture (00:20:05) The importance of having a great facility, reputation, and culture, including a four-day workweek, to attract top talent.Customer Loyalty in Alaskan Communities (00:24:22) The hosts and guest talk about the strong sense of community loyalty in Alaska and the importance of reputation.Using a Rewards Program for Community Good (00:25:03) Robert shares how he used his shop's customer rewards program to raise funds for an injured community member.Closing Remarks and Invitation to Visit (00:26:12) Robert invites listeners to visit Alaska and offers to give them advice or show them around.How To Get In TouchJoin The Auto Repair Marketing Mastermind Group on FacebookMeet The ProsFollow SMP on FacebookFollow SMP on InstagramGet The Ultimate Guide to Auto Repair Shop Marketing BookEmail Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc)1023 Diesel & FleetThanks to our Partner, AppFueledAppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/Download Our Free Mobile Podcast App: https://automotiverepairpodcastnetwork.com/app/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Storytelling and Open Discussion. https://remarkableresults.biz/Automotive Field Theory with Matt Fanslow: From Diagnostics to Quantum Physics and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/

Simon Sinek tells AURN News that entrepreneurs who want to make an impact should build businesses like social movements, focus on purpose and community and resist the pressure to chase growth at all costs. Subscribe to our newsletter to stay informed with the latest news from a leading Black-owned & controlled media company: https://aurn.com/newsletter Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

A hallmark of what has made Disney a world-class organization is its attention to its customers—and especially to return customers. They of course refer to them as guests in their parks, which is a sign that this commitment on Disney's park is intentional and is more about relationships than it is about transactions. But there's a lot more intentional effort made when creating guest or customer loyalty. And it's important too, because loyal fans made purchasing decisions that are powerful to any one's bottom line.  New announcements have been made about Disney's Lakeshore Lodge located on Bay Lake. And at the same time preparations are being made for next week's big D23 event. Both showcase how impactful guest Disney loyalty is, how it and other world-class organizations benefit long term financially, but how any organization could benefit by creating greater customer loyalty. Be sure to check out my latest endeavor, Disneyland Insights: Inspiration, Ideas & Magic for You and Your Organization. __________________________________________________ Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. My newest book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You.  Also, for those examining other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. _______________________________________________________ Check out Zanolla Travel to book your next vacation!  David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 _________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!  

Send us Fan MailSince joining TGI Fridays in January 2025 as Director of Global Marketing, Christopher Houston has made it one of his priorities to ensure that the company's digital platforms serve as a conduit for the brand, rather than a barrier. Houston is focused on innovating to create a digital guest journey that is streamlined not just for TGI Fridays' current guests, but also the next digital-first generation. This means making sure all the digital touch points reflect the energy that the restaurant's guests feel when they visit Fridays, according to Houston.Stay connected with Loyalty360! Follow us on LinkedIn and X for the latest loyalty insights, industry news, and upcoming events.https://www.linkedin.com/company/loyalty-360https://x.com/Loyalty360https://www.youtube.com/@Loyalty360_

See what the team at The Successful Bookkeeper has on right now → Customer experience expert Shep Hyken is back, and this conversation cuts straight to one of the most stubborn problems in the bookkeeping profession: the race to the bottom on price. Shep lays out why competing as a commodity is a choice — and a dangerous one — and gives bookkeepers a practical framework for building client relationships that make price almost irrelevant. Chapters [00:00] Welcome and what has changed [02:35] AI, automation, and human jobs [06:30] The commodity trap explained [10:00] Competing on experience not price [13:00] Panera and moving humans to high-impact roles [16:00] Making routine interactions memorable [19:00] The six-step I'll Be Back framework [25:00] Journey mapping your client touchpoints [28:00] Consistency is what amazing looks like [30:00] Free resources from Shep Hyken The Commodity Trap Is a Choice You Make When a client sees you as a commodity, they're looking at your price, not the value of the experience you deliver. Shep argues that most bookkeepers already have the expertise to serve virtually any client well — so expertise alone no longer differentiates you. "Somebody that views you as a commodity is looking at your price, not just the experience that you have to offer." The solution isn't to slash rates; it's to make the relationship so strong that price becomes a secondary consideration. Competitive pricing and lowest pricing are not the same thing. AI Amplifies Who You Already Are Shep is clear that AI and automation aren't going away, but the firms quietly losing ground are the ones that have over-automated and stripped out the human element. He describes his own CPA firm eliminating his year-end review meeting in favor of a digital questionnaire — and how that single change made him start shopping around. "By going automated and not having that meeting, they just threw themselves into a commodity." The better move is to use automation to absorb the repetitive, low-touch tasks so you have more capacity for meaningful client conversations — not fewer. The Six Questions That Build an "I'll Be Back" Experience Shep walks through his six-step framework for understanding why clients choose you, why they might choose a competitor instead, and how to borrow ideas from outside your industry to raise your own standard. The exercise ends by asking: after everything you've learned, does your answer to "why me?" change? He also points to Amazon's order-confirmation model as an example bookkeepers can adapt — proactive, personal communication that keeps clients informed and feeling looked after. Journey Mapping: Find the Pain Before Your Client Does One of the most practical ideas in this episode is journey mapping every touchpoint a client has with your firm — from how the phone is answered to how the monthly invoice lands. Shep uses the example of restaurateur Will Guidara, who turned paying the bill at a high-end restaurant into a moment guests couldn't wait to tell their friends about. The same thinking applies to bookkeeping: "Find where those memorable opportunities are." There are moments in every client relationship — onboarding, monthly reporting, the annual review — that feel routine to you but could be genuinely memorable for them. Consistency Is What "Amazing" Actually Looks Like Shep closes with a reframe that is easy to miss: you don't need to be dramatically better than the competition. You need to be consistently and predictably better than average. "When that word always creeps in there — they always get back to me quickly, they always have the answers — you are operating above average." Trust is built through repetition, not grand gestures. Clients who can rely on you without having to think about it are clients who never seriously consider leaving. Links Mentioned Hyken.com — Free annual customer experience research report and the Customer Confidence Score PDF (no email required) "Unreasonable Hospitality" by Will Guidara — Referenced for journey mapping and memorable experience design Pure Bookkeeping — Episode sponsor: purebookkeeping.com The Successful Bookkeeper — Show home and episode resources: thesuccessfulbookkeeper.com About the Guest Shep Hyken is the Chief Amazement Officer at Shepard Presentations and a hall-of-fame keynote speaker and New York Times bestselling author specializing in customer service and experience. He has advised organizations across industries on building loyalty, reducing churn, and creating cultures where clients feel genuinely cared for. Shep is a returning guest on The Successful Bookkeeper and brings research-backed, immediately actionable thinking every time he joins the show. About the hostMichael PalmerMichael Palmer is the host of The Successful Bookkeeper podcast and co-founder of Pure Bookkeeping and The Successful Bookkeeper. He started this work because of his father — a brilliant electrical contractor who worked twice as hard as he should have had to, because nobody on the financial side was in his corner. That gap is what The Successful Bookkeeper exists to close. His view: bookkeepers are the most undervalued force in small business — and every bookkeeper who builds a real business changes two families: theirs, and their clients'.

Send us Fan MailWhen Anthony Chiulli talks with lifecycle marketing teams, he rarely hears marketers having a shortage of campaign ideas. Instead, he hears about the campaigns that never get the chance to launch. According to the Product Marketing leader for lifecycle at Hightouch, marketers don't struggle with creativity. They struggle with the lengthy workflows, approvals, and handoffs required to turn ideas into customer experiences. "The workflow itself was the problem. ," Chiulli said. As an agentic marketing and customer data platform (CDP), Hightouch helps organizations activate customer data to power personalized marketing across channels. After more than 16 years in marketing technology, Chiulli believes AI represents an opportunity not simply to create marketing faster, but to fundamentally change how marketing gets done end-to-end. "What's different this time is the pace," he said. "AI is innovating so quickly and changing so rapidly that it's forcing change at an unprecedented rate." 

 Most unhappy customers never tell you something is wrong. They simply stop showing up. In this episode, I'm breaking down why silence is one of the most dangerous signals in the bar business and how to recognize the subtle behavior changes your regulars make before they disappear. We'll talk about visit frequency, ordering habits, dwell time, body language, referrals, and how to build a simple system that helps you notice these patterns before they become lost revenue. Because your best regulars don't usually leave all at once. They fade. And if you know how to read the signs, you can strengthen relationships before they're gone. 

In this third episode of First of the Month Wrangle, presented by Lasoh, we are joined by Orlie Benjamin, Founder and CEO of Lasoh, and Patti Ziegler, Orlie's longtime mentor and former leader at Scotts Miracle-Gro.Before building Lasoh, Orlie worked with Patti across direct-to-consumer marketing, brand building, innovation, and partnerships. That experience shaped how she thinks about customer relationships, distribution, and the value of knowing the people behind each purchase.That same thinking applies in vacation rentals. OTAs may help bring guests in, but operators still need a way to understand who those guests are, stay connected, and create reasons for them to book again.Orlie and Patti also share the mentorship behind that journey, including what it means to take a chance on someone, recognize when a role is no longer the right fit, and support a person as they move toward something bigger.We discuss:00:51 - Meet Patti Ziegler and learn how she worked with Orlie02:04 - Building a direct-to-consumer brand from zero to one03:19 - How established brands create new pathways to the customer08:39 - What retail distribution can teach operators about OTAs and direct bookings11:50 - How direct-to-consumer thinking shaped Lasoh13:36 - The mentorship behind Orlie's move into entrepreneurship21:46 - How a career pivot brought Orlie closer to her purpose28:33 - What vacation rental operators can learn from full-funnel marketing30:46 - Why awareness, conversion, and guest loyalty all need attention36:23 - Building a business in a way that still supports people40:22 - Why the guest experience is central to Orlie's work in vacation rentalsLearn more about Lasoh:Website: https://tinyurl.com/52nvyw8tLinkedIn: https://www.linkedin.com/company/lasoh/ Facebook: https://www.facebook.com/people/Lasohio/61575721958679/ Instagram: https://www.instagram.com/lasoh.ioConnect with Orlie:LinkedIn: https://www.linkedin.com/in/orliebenjamin/ Facebook: https://www.facebook.com/profile.php?id=61585160391720 Instagram: https://www.instagram.com/orlie.benjamin/ Connect with Patti:LinkedIn: https://www.linkedin.com/in/patti-ziegler-4649173/ ✨ Exclusive Offer to Alex & Annie Listeners: Turn every guest interaction into more revenue with Lasoh.Apply to become a Founding Member and/or get 20% off Lasoh products with code AlexandAnnie. Valid through September 30, 2026.

When Lauren Levy struggled through a freezing diaper change with 30 snaps to close, she spotted a gap no one had filled in a century of baby clothing. She and co-founder Lawrence Scheer spent two years perfecting a patented magnetic closure before selling a single item. Today, Magnetic Me has 50 employees and has been profitable since 2012. For more on Magnetic Me and show notes click here Subscribe and watch Shopify Masters on YouTube!Sign up for your FREE Shopify Trial here.

Michael Brand is a CX strategist and trainer, based in Switzerland, who has been named a Thinkers 360 Top 50 Global Thought Leader on Customer Loyalty. Dr. Vincent Covello directs the Center for Risk Communications, and is a nationally and internationally recognized trainer, researcher, consultant, and expert in emergency, crisis, risk, and change communications. Deanna Leonard is a futurist, executive coach, and AI transformation leader. Her career has spanned senior leadership posts across a wide range of Fortune 500 companies. In this freewheeling, one-hour roundtable discussion, the focus is on the Customer Experience through the lens of both the opportunities and misuses that AI involves. The topics addressed include the following: 1) the importance of active listening, 2) the 20 words that can make or break an exchange with a customer, 3) how front-line CX employees can be enabled to do their jobs better, and 4) the need for training budgets to be protected, if not increased. In emotional terms, two feelings rise to prominence in this session: fear (of not being heard and responded to) and trust (rooted in the demonstration of caring before knowledge gets shared or an action-step taken). The answers as to who people trust, and why, when experiencing stress will be sure to surprise you. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com. Learn more about your ad choices. Visit megaphone.fm/adchoices Support our show by becoming a premium member! https://newbooksnetwork.supportingcast.fm/new-books-network

Send us Fan MailCatalyst Brands is redefining what it means to build a modern retail portfolio. Formed in early 2025 through the merger of JCPenney, Aéropostale, Brooks Brothers, Lucky Brand, and Nautica, the company has spent the past 18 months bringing together five iconic brands with distinct customer bases and rich histories. Now, the focus is shifting from integration to growth, with loyalty, customer insights, and personalization playing a central role in that strategy.  For Marika Bigler, Vice President of Customer Growth Strategy at Catalyst Brands, the opportunity extends far beyond operational efficiencies. While the merger created opportunities to streamline processes across the organization, the bigger goal is finding new ways to connect customers with more of the company's brands, create more engaging shopping experiences, and deliver greater value across the portfolio. Loyalty is one of the first major steps in bringing that vision to life.Stay connected with Loyalty360! Follow us on LinkedIn and X for the latest loyalty insights, industry news, and upcoming events.https://www.linkedin.com/company/loyalty-360https://x.com/Loyalty360https://www.youtube.com/@Loyalty360_

Michael Brand is a CX strategist and trainer, based in Switzerland, who has been named a Thinkers 360 Top 50 Global Thought Leader on Customer Loyalty. Dr. Vincent Covello directs the Center for Risk Communications, and is a nationally and internationally recognized trainer, researcher, consultant, and expert in emergency, crisis, risk, and change communications. Deanna Leonard is a futurist, executive coach, and AI transformation leader. Her career has spanned senior leadership posts across a wide range of Fortune 500 companies. In this freewheeling, one-hour roundtable discussion, the focus is on the Customer Experience through the lens of both the opportunities and misuses that AI involves. The topics addressed include the following: 1) the importance of active listening, 2) the 20 words that can make or break an exchange with a customer, 3) how front-line CX employees can be enabled to do their jobs better, and 4) the need for training budgets to be protected, if not increased. In emotional terms, two feelings rise to prominence in this session: fear (of not being heard and responded to) and trust (rooted in the demonstration of caring before knowledge gets shared or an action-step taken). The answers as to who people trust, and why, when experiencing stress will be sure to surprise you. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com. Learn more about your ad choices. Visit megaphone.fm/adchoices

Michael Brand is a CX strategist and trainer, based in Switzerland, who has been named a Thinkers 360 Top 50 Global Thought Leader on Customer Loyalty. Dr. Vincent Covello directs the Center for Risk Communications, and is a nationally and internationally recognized trainer, researcher, consultant, and expert in emergency, crisis, risk, and change communications. Deanna Leonard is a futurist, executive coach, and AI transformation leader. Her career has spanned senior leadership posts across a wide range of Fortune 500 companies. In this freewheeling, one-hour roundtable discussion, the focus is on the Customer Experience through the lens of both the opportunities and misuses that AI involves. The topics addressed include the following: 1) the importance of active listening, 2) the 20 words that can make or break an exchange with a customer, 3) how front-line CX employees can be enabled to do their jobs better, and 4) the need for training budgets to be protected, if not increased. In emotional terms, two feelings rise to prominence in this session: fear (of not being heard and responded to) and trust (rooted in the demonstration of caring before knowledge gets shared or an action-step taken). The answers as to who people trust, and why, when experiencing stress will be sure to surprise you. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com. Learn more about your ad choices. Visit megaphone.fm/adchoices Support our show by becoming a premium member! https://newbooksnetwork.supportingcast.fm/technology

Michael Brand is a CX strategist and trainer, based in Switzerland, who has been named a Thinkers 360 Top 50 Global Thought Leader on Customer Loyalty. Dr. Vincent Covello directs the Center for Risk Communications, and is a nationally and internationally recognized trainer, researcher, consultant, and expert in emergency, crisis, risk, and change communications. Deanna Leonard is a futurist, executive coach, and AI transformation leader. Her career has spanned senior leadership posts across a wide range of Fortune 500 companies. In this freewheeling, one-hour roundtable discussion, the focus is on the Customer Experience through the lens of both the opportunities and misuses that AI involves. The topics addressed include the following: 1) the importance of active listening, 2) the 20 words that can make or break an exchange with a customer, 3) how front-line CX employees can be enabled to do their jobs better, and 4) the need for training budgets to be protected, if not increased. In emotional terms, two feelings rise to prominence in this session: fear (of not being heard and responded to) and trust (rooted in the demonstration of caring before knowledge gets shared or an action-step taken). The answers as to who people trust, and why, when experiencing stress will be sure to surprise you. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com. Learn more about your ad choices. Visit megaphone.fm/adchoices

Send us Fan MailWhen Paul Flemr is asked about the advice that he would give brands looking to improve their customer loyalty experience strategy, the Senior Vice President of Incentive Marketing Solutions at Group O has a simple message for them. “Engage with passion and purpose,” Flemr said.  The way Flemr sees it, engagement is the strength of loyalty, the thing that will drive the program's success. This requires brands knowing their end goals and objectives and building that engagement into the base of their loyalty program. Although Group O offers support for specific needs clients have with their loyalty programs, the company especially prides itself on being an end-to-end solution provider for clients who need a more hands-on approach. This includes everything from program design and development to implementation and ongoing execution, and then ultimately fulfillment and customer care throughout the life of the loyalty program. Stay connected with Loyalty360! Follow us on LinkedIn and X for the latest loyalty insights, industry news, and upcoming events.https://www.linkedin.com/company/loyalty-360https://x.com/Loyalty360https://www.youtube.com/@Loyalty360_

Learn more about HomeFront Brands: https://homefrontbrands.com 

Learn more about HomeFront Brands: https://homefrontbrands.com 

Send us Fan MailWith more than 30 years of experience in the travel industry—including five years as CFO of Hertz and another five as CFO of Hilton Worldwide—Tom Kennedy brings a deep understanding of traveler expectations and the evolving needs shaping the industry. And so, when Kennedy became President, North America of rental car company SIXT nearly six years ago, he was focused on improving the customer journey. He had seen firsthand how slowly the car rental industry had modernized. Travelers could book flights from their phones, yet renting a car still often required waiting in line at an airport counter. Stay connected with Loyalty360! Follow us on LinkedIn and X for the latest loyalty insights, industry news, and upcoming events.https://www.linkedin.com/company/loyalty-360https://x.com/Loyalty360https://www.youtube.com/@Loyalty360_

Send us Fan MailBrands have understandably been focused for years now on improving the digital experience of their loyalty programs by launching or redesigning their apps, recognizing how much customers prioritize convenience today—and how convenience often means being able to do everything on their phones. However, Sallie Williams, Sales and Marketing Director of Gift and Loyalty at MTL Card, thinks the brands creating the best loyalty programs are not choosing between digital and physical customer experiences, but combining both. Rather than just focusing on an app, the most successful programs are focused on creating a unified omnichannel experience that offers seamless customer touchpoints across both digital and in-person experiences. Stay connected with Loyalty360! Follow us on LinkedIn and X for the latest loyalty insights, industry news, and upcoming events.https://www.linkedin.com/company/loyalty-360https://x.com/Loyalty360https://www.youtube.com/@Loyalty360_

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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