Podcasts about customer loyalty

In dieser Episode des Loyalty Talk Podcasts begrüsse ich erneut die beiden Loyalty-Experten Michael Bregulla (Geschäftsführer von Knistr, einem führenden Anbieter für Loyalty-Technologie) und Alexander Süßel (Loyalty-Consultant und Loyalty-Specialist beim Gamification-Spezialisten Brame). Nach unserem spannenden Austausch über die Veränderungen rund um Loyalty-Programme im deutschen Einzelhandel in Episode #39, nehmen wir diesmal die Entwicklungen der letzten sechs Monate unter die Lupe: Was hat sich bei Rewe, Edeka, Payback und der DeutschlandCard getan? Wo befinden sich diese Player aktuell auf der "Marathonstrecke" Loyalty-Programm? Wir diskutieren unter anderem auch darüber, warum im deutschen Handel oft die „Joyalty“ fehlt und stattdessen ein starker Fokus auf Rabatten herrscht. Ausserdem beleuchten wir die Vor- und Nachteile von Multipartner-Programmen im Vergleich zu Stand-alone Händlerprogrammen – praxisnah, kritisch und mit vielen Insights aus dem Markt. Weiterführende Links: Knistr: https://www.knistr.com Brame: https://www.brame.io Michael Bregulla auf LinkedIn: https://www.linkedin.com/in/michael-bregulla 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.ch Mehr zur MilesAhead AG: https://www.milesahead.ch

Send us a textEG America is reshaping how convenience stores engage with their customers. As the fourth-largest chain in the U.S., with familiar brands like Cumberland Farms, Turkey Hill, and Fast Track, it's leading the charge in integrating technology and personalization into its loyalty strategy. At the helm of this transformation is Whitney Johnson, Senior Vice President of Marketing, who is redefining the company's approach to customer loyalty by blending AI-driven insights with hyper-local, tailored experiences that resonate with today's on-the-go consumer.  

What does it take to grow a food tour company without losing what made it special in the first place? Mitch Bach talks with Lauren Aloise, co-founder of Devour Tours and now VP of Marketing and Guest Experience at Walks-Devour Tours, joins us to unpack the hard-earned lessons of scaling with soul. From cooking classes in her Madrid apartment to managing operations across continents, Lauren shares how Devour stayed grounded in hospitality, storytelling, and meaningful local partnerships—even as it greatly expanded.Mitch and Lauren explore the tough questions many tour operators face: How do you train guides to host, not just talk? What gets lost when experiences become too polished? And how do you adapt to a tourism landscape shaped by TikTok, AI, and shifting guest expectations? This episode is packed with insight for anyone trying to grow a purpose-driven experience business—without losing the magic.Join the 20,000 member Tourpreneur Facebook GroupMore show notes at tourpreneur.comNovember 10-13, 2025: Tourpreneur's TourWeek annual conferenceChapters00:00 Introduction to Devour Tours and Lauren Aloise02:23 The Origins of Devour Tours05:54 Evolving the Business Model11:13 The Challenges of Scaling14:30 Customer Loyalty and Brand Connection16:20 The Unique Qualities of Food Tourism20:57 Creating Connection Through Food Tours25:23 The Future of Tour Guiding and AI25:48 The Impact of AI on Tourism and Hospitality27:59 The Power of Shared Food Memories29:25 Balancing Experience and Product in Tours30:33 Investing in Guide Training and Engagement33:29 Building Loyalty and Company Culture34:38 Navigating the Rise of DIY Food Tourism37:41 Adapting Marketing Strategies for a New Generation39:19 The Value of Webinars in Customer Engagement43:16 Learning from Failures and Defining Success47:39 The Importance of Focus in Business Growth

Are you focusing on the right customers? Is your culture creating consistent customer value? Are you leading in ways that actually drive results? In this episode of Doing CX Right®, Stacy Sherman shares five standout takeaways from her conversation with marketing legend Seth Godin. Most brands get customer experience wrong. Seth and Stacy reveal what to do instead—clear, actionable insights that challenge outdated thinking and support long-term growth.  Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this

Send us a textHow Customer Loyalty Is Shifting in 2025 In this episode of The CEO's Desk, Loyalty360 CEO Mark Johnson unpacks key insights from the 2025 State of Customer Loyalty Report, including year-over-year trends, strategic shifts, and executive sentiment around loyalty programs.

What if you could scale meaningful relationships—without sacrificing authenticity? In this second part of my conversation with Patrick McCullough, President of Hallmark Business Connections, we talk about how B2B companies can use tools like AI and ChatGPT to enhance personalization without losing the heart of what matters: trust, care, and connection.Patrick shares how companies are balancing automation with empathy and gives practical advice for leaders who want to deepen relationships with customers, employees, and partners—even in fast-paced or high-volume environments.We also explore what makes Hallmark's approach so unique: they don't just help brands say the right things—they help them mean it. If you're wondering how to bring more purpose and humanity into your day-to-day business practices, this episode is for you.

Send us a textFor Merz Aesthetics, customer loyalty is more than a marketing initiative; it's a guiding philosophy that influences every aspect of the brand's identity and operations. As a global medical aesthetics company with a strong family-owned heritage, Merz Aesthetics places deep emphasis on building trust and delivering meaningful experiences that resonate with both healthcare providers and patients. In a category where confidence and care intersect, the company recognizes that loyalty must be rooted in both emotional connection and practical value. At the center of this strategy is Xperience+, Merz Aesthetics' award-winning U.S. loyalty platform designed to be both impactful and effortless. While the program is celebrated for its simplicity, it's underpinned by a thoughtful, evolving strategy that adapts to the needs of a diverse and dynamic audience. From streamlining the user journey to ensuring that rewards feel genuinely valuable, Merz Aesthetics is committed to making loyalty easy without sacrificing depth. The brand's approach is led by Donnarie Hales, Director of Loyalty Strategy and Experience, who plays a key role in shaping how the brand balances innovation with simplicity. Hales emphasizes the importance of designing a platform that not only meets the practical needs of providers and patients but also reflects the emotional core of the aesthetics experience. With a focus on listening, evolving, and staying ahead of consumer expectations, Merz is working to create deeper connections with the next generation and building loyalty in an industry grounded in beauty, trust, and transformation. 

Leslie Zinn, CEO of Arden’s Garden, shares insights from her journey growing a family business into a beloved wellness brand. She discusses the tension between her mother Arden's unwavering commitment to health and the practical demands of running a profitable enterprise. Leslie highlights pivotal moments, such as navigating the industry's E. coli crisis and unintentionally establishing successful stores in food deserts. Her reflections reveal the powerful impact of mission-driven decisions, customer loyalty, and the growth mindset that sustains their business today. Key Takeaways Leslie’s early experiences balancing her mother's passion for wellness with business profitability. How Arden’s Garden navigated critical decisions during industry-wide health scares without compromising their core values. Unplanned strategic moves into underserved communities that led to surprising success and deep community impact. Resources Mentioned Visit Arden's Garden at https://www.ardensgarden.com Follow Leslie Zinn on LinkedIn at https://www.linkedin.com/in/lesliezinn Follow Arden’s Garden on social media at: Facebook: https://facebook.com/ardensgardenatl Instagram: https://instagram.com/ardensgardenatl Twitter/X: https://twitter.com/ardensgardenatl Join the ConversationThe Steward Chair is about equipping and inspiring business leaders to build organizations that stand the test of time. If this episode resonated with you, share your biggest takeaway and tag us on LinkedIn: Chat With Leaders Media https://www.linkedin.com/company/chatwithleaders/ End of the Line Productions https://www.linkedin.com/company/end-of-the-line-productions/. Elevate your podcast, company meeting, or industry event strategies to better engage stakeholders and drive meaningful growth! Visit ChatWithLeaders.com to learn more about how we can help.See omnystudio.com/listener for privacy information.

This episode examines how digital transformation, cloud migration, and AI are shaping the future of banking and ERP. It opens with an overview of the most significant trends for 2025, highlighting the shift to digital-first strategies and the growing reliance on cloud solutions. Falk Rieker discusses the challenges banks face in understanding customer needs, building loyalty, and managing data complexity. The conversation covers practical examples of AI integration in banking, explores strategies for effective data management, and considers how banks can differentiate themselves in a competitive landscape. The episode concludes with advice for leaders on navigating business transformation and enhancing user experience in financial services.

In this powerful episode, I sit down with Allison Walsh, branding strategist, author of She Believed She Could, and host of the podcast by the same name. Allison brings her experience from the mental health and startup world to help entrepreneurs—especially women—understand the real power of personal branding.Whether you're just getting started on Etsy or you're building your next big business move, this conversation will help you shift your mindset, lean into your story, and show up with purpose. Allison walks us through her 5-step branding framework, shares how her own book changed her life, and explains why your why is more powerful than any marketing trend.In this episode, we cover: [00:18] From Advocacy to Executive to Entrepreneur [03:31] Imposter Syndrome & Early-Stage Branding Fears [04:49] Building Confidence Through Visibility [07:12] How Consistent Content Creates Momentum [08:40] Why Writing Her Book Was Life-Changing [11:08] Where “She Believed She Could” Came From [12:26] Choosing the Right Book Title for the Brand [13:28] Branding vs. Promotion: Key Distinctions [14:05] Allison's 5M Framework for Brand Building [18:20] Branding + Etsy: A Real Client Success Story [21:27] Purpose-Driven Branding & Customer Loyalty [25:26] How Brands Can Evolve As You GrowConnect with Allison: 

Today, we're joined Marne Martin, the CEO of Emburse whose innovative travel and expense solutions power forward-thinking organizations. We talk about:Building fast-moving & scalable businesses that can lastHow to finance and grow profitable companies to reach an exitThe challenges of finding a competitive edge as GenAI accelerates innovationTesting monetizing AI alongside conventional SaaS monetization

Send us a textIn this edition of Loyalty360's Leaders in Customer Loyalty: Industry Voices, we sat down with Dr. JR Slubowski, Vice President of Consulting and Research Center of Excellence Lead at Kobie, to discuss the state of customer loyalty, the evolution of loyalty strategies, and the frameworks shaping the industry today. With decades of experience and a front-row seat to cross-industry innovation, Dr. Slubowski shared insight into the emotional drivers of loyalty, Kobie's unique approach to program design, and how brands can rethink the way they cultivate long-term customer relationships. 

Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies to help you understand customer needs, the power of experience design, and ways to foster cross-team collaboration. Discover how everyone in your company can play a role in enhancing customer interactions and driving business success.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy . 

Loyal customers are the heartbeat of any small business. Today, we're unlocking proven ways to turn one-time buyers into lifelong clients.

Send us a textCalifornia Pizza Kitchen (CPK) has been delighting diners for four decades, but as the brand celebrates its 40th anniversary, Chief Marketing Officer Dawn Keller, is focused not on nostalgia but on reinvention. At the helm of marketing, culinary, digital, and menu innovation, Keller is bringing a deeply personal connection to the brand—and a bold, modern vision for its future. 

In this episode, Dr. Joseph Michelli explores the critical role of trust in building customer loyalty. He highlights how transparency about limitations, consistent commitment delivery, and quickly owning mistakes help foster trust. Dr. Michelli emphasizes the importance of proactive communication and consistent customer experiences across all channels to reinforce trust. By personalizing interactions and showing genuine care, brands can deepen relationships and transform customers into lifelong advocates.   Listeners can access a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

Ryan Groh is the Associate Director of Ecommerce at BYLT Basics, a California-based premium apparel brand. With over seven years of experience in ecommerce and digital merchandising, Ryan has led initiatives that have significantly increased online revenue and improved customer experience through personalization and streamlined checkout processes. He played a pivotal role in BYLT's migration to Shopify's Hydrogen framework, enhancing site performance and enabling seamless omnichannel operations. Before his current role, Ryan was the Ecommerce Manager at Absolute Merch Inc. In this episode… Brands often wonder whether building a mobile app is worth the investment when a responsive mobile site already exists. The decision is particularly tricky for ecommerce companies trying to boost loyalty, retention, and customer lifetime value without overwhelming their tech teams. How can businesses know if an app will genuinely enhance the customer journey and deliver measurable ROI? Ryan Groh, an expert in ecommerce and digital merchandising, shares how his team approached the mobile app question by focusing on their most loyal customers. Ryan explains that an app can provide a more curated, frictionless experience for high-value buyers — especially those already engaged via SMS or email. He recommends identifying segments with high purchase frequency or cart value, using exclusive in-app promotions, and ensuring tech integrations support a seamless UX. For Ryan, app-driven ecommerce growth hinges on choosing the right platform vendor, personalizing content, and building app-based features that align with the brand's LTV strategy. In this episode of the Minds of Ecommerce podcast, Raphael Paulin-Daigle interviews Ryan Groh, Associate Director of Ecommerce at BYLT Basics, about scaling loyalty and retention through mobile apps. Ryan dives into how push notifications outperform traditional channels, how to evaluate whether your brand is a good fit for an app, and the value of a headless CMS in crafting seamless user experiences.

Handling Mistakes and Exceeding Customer Expectations  Shep interviews Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose. He talks about how organizations can go beyond customer satisfaction to create exceptional customer experiences by building a strong service culture and learning from both inside and outside their industry.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses convert mediocre customer experiences into exceptional ones?   How can businesses turn unhappy customers into loyal fans?  Why is mere customer satisfaction not enough to ensure long-term loyalty?  How can businesses benchmark their customer experience performance?  How can businesses use customer feedback to prioritize improvements that actually matter?  Top Takeaways:    Having a customer-focused experience starts with the organization's culture. When everyone in the company, from leadership to frontline teams, cares about service, the customer feels it.  Satisfied customers are not necessarily loyal. Satisfaction means their expectations were met but not exceeded. They don't complain because there isn't enough for them to complain about, but that doesn't mean they are happy. So, when another option with a better offering from a competitor, such as a smaller price tag, a more convenient location, or shorter wait times, comes along, they are still likely to leave.  Companies need to learn from good and bad customer feedback, but they should not neglect the customers in the middle. Customers who aren't upset but aren't delighted either are the most likely to leave without saying a word. These customers are dangerous because there is no obvious warning sign before they simply fail to return. Businesses should focus on transforming mediocre experiences into better ones by understanding what is missing and implementing improvements.  When a mistake happens, how it is handled matters even more than the mistake itself. When a business makes mistakes but shows empathy and resolves the issue promptly, customers feel valued and may become more loyal than they were before.  While learning what your competitors are doing right, remember that your customers don't just compare you to companies within your industry. Customers compare you to the best experience that they have had in any industry. Study world-class organizations and what they are doing to stand out. Then consider what you might be able to apply to your brand.   What you think is important may not always align with what the customer thinks is important. To make impactful changes, ask for customer feedback and listen to what matters most to them. Focus your energy and resources on improvements that truly matter to your audience.   Additionally, Jamey shares lessons on providing an exceptional customer experience from his time as Director of Quality for The Ritz-Carlton. Tune in!  Quote:   "If you only focus on fixing really bad experiences and celebrating great ones, you miss the danger in the middle. Customers who say, "It was okay," will likely leave you the moment something better comes along."   About:    Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose: Big Ideas for Fueling Irresistible Corporate Cultures. He served as the Director of Quality for The Ritz-Carlton, Palm Beach, and later as the Performance Improvement Leader of the Americas, where he led high-impact guest experience projects across 26 hotel properties.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.    Learn more about your ad choices. Visit megaphone.fm/adchoices

Send us a textAs brands face mounting pressure to create deeper, more sustainable connections with their customers, the role of loyalty strategy has evolved from transactional tactics to enterprise-wide engagement. For Michelle Sequeira Yee, Vice President of Consulting at Bond, this evolution isn't just necessary, it's urgent. Drawing on her experience leading customer and digital strategy at large national Canadian retailers, and on the agency side at McCann and Havas, Sequeira Yee now helps brands reimagine loyalty as a driver of business growth, using data, technology, and emotional relevance to build meaningful relationships across the customer base. 

Many business leaders believe emotional connection is unquantifiable and too fluffy to produce real results. This episode of Doing CX Right challenges that view. Stacy Sherman and Patrick McCullough of Hallmark Business Connections reveal how emotional engagement directly influences revenue, retention, and customer loyalty. Listen to how a retailer's handwritten card campaign to one million top customers outperformed all other marketing campaigns. Discover how a tool empowered call center teams to turn everyday interactions into loyalty-building experiences. If you think emotions can't be measured—or don't affect your bottom line—this episode proves otherwise. Connect with and learn more about innovative approaches to customer experience:  Website & Resources:  Got questions for Stacy Sherman, reach out at  Book time with Stacy through this   Access FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous    

Send us a textWelcome to Leaders in Customer Loyalty: The CEO's Desk, a Loyalty360 original podcast series featuring exclusive executive insights from Loyalty360 CEO Mark Johnson. In part 2 of this interview, Mark unpacks the Top 11 Trends in Customer Loyalty for 2025, straight from Loyalty360's Advisory Board sessions at the 2025 Loyalty Expo. What You'll Learn in This Episode:• Why organizational alignment is mission-critical to program success How leading brands are substantiating and reinforcing loyalty program value• The growing pressure to prove ROI to CFOs and align loyalty with business strategy Key strategies for simplifying loyalty program structures and overcoming tier fatigue• The evolving role of AI, data, and personalization in loyalty program optimization• How brands are adapting to economic uncertainty, supply chain disruption, and regulatory changes• Real-world examples of loyalty innovation from brands like Wigels and others Whether you're a loyalty program manager, brand executive, or tech partner, this episode is packed with critical insights to help you evolve your loyalty strategy in a time of rapid change. 

Summary In this episode of the Customer Service Revolution podcast, John DiJulius discusses the importance of the Customer Experience Action Statement and its role in transforming organizational culture. He explains how this statement serves as a guiding principle for employees in their interactions with customers, emphasizing the need for actionable and measurable goals. The conversation delves into the structure of the statement, the three pillars that support it, and provides examples from various organizations. John also highlights the significance of sustaining the action statement over time and the role of kindness in enhancing customer experiences. Takeaways The Customer Experience Action Statement is crucial for employee engagement. It should be actionable and measurable for effective implementation. The three pillars of the action statement are expertise, human interaction, and above and beyond service. Creating a customer experience action statement involves collaboration and clarity. Sustaining the action statement requires ongoing training and reminders. Kindness plays a vital role in customer interactions and overall experience. Companies should focus on making every moment matter for their customers. The action statement should be visible to employees but not advertised to customers. Regularly refreshing the action statement keeps it top of mind for employees. Customer experience is a continuous journey, not a one-time initiative. Chapters 00:00Introduction to Customer Experience Revolution 01:56Understanding the Customer Experience Action Statement 06:52The Structure of the Customer Experience Action Statement 11:02Examples of Effective Customer Experience Action Statements 16:13Implementing and Sustaining the Action Statement 20:53The Importance of Keeping It Top of Mind 24:44Final Thoughts on Kindness and Customer Experience   Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Secret Service Blog:  https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Books   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.  

Send us a textIn the competitive world of convenience stores, where speed and service reign supreme, customer loyalty programs are becoming a pivotal factor in brand success. Weigel's, a family-owned convenience store chain based in East Tennessee, is setting a high standard with its innovative loyalty program, My Weigel's Rewards. With 85 locations and a commitment to quality products, exceptional service, and community engagement, Weigel's continues to expand, creating lasting connections with its customers. At the heart of this success is Jessica Starnes, the Director of Loyalty at Weigel's, who has been with the company for over 16 years, driving the evolution of its loyalty program.

What does it really look like to build a profitable product-based business in a small town—with your whole family involved? In this episode, I chat with Kim Videkovich, co-founder of County Line Meats, a fifth-generation farm-turned-direct-to-consumer brand based in Central Ohio. Kim shares how she and her husband launched their farm business during the pandemic and scaled it using local partnerships, a smart subscription model, and an ultra-intentional customer experience—while also juggling a full-time job and raising three boys. Whether you're selling physical products or just want to create stronger community connections, Kim's story is full of down-to-earth insights on visibility, pricing, and building local trust without burning out. You'll hear:How Kim turned a one-freezer experiment into a 12-freezer operation with recurring monthly revenueThe subscription strategy that made their premium beef more accessible and created consistent incomeCreative ways County Line Meats built visibility in the community—without relying on farmers' marketsWhy pricing with confidence is a game-changer (and how their butcher helped validate their value)How Kim uses email storytelling to drive sales and deepen customer connectionThe systems she uses to keep things simple, convenient, and scalable for a small local audience CONNECT WITH KIM:Website: www.countylinemeatsohio.comInstagram: @countylinemeatsohioFREE Download: Three Favorite Family Recipes - https://www.countylinemeatsohio.com/downloads 

What does it mean to be 'hooked on customers?' How does it propel businesses into action?   Stacy Sherman and Bob Thompson, author, and CEO of Customer Think Corp, explore customer-centric businesses and examine how they execute strategies and outperform competitors that you can do too. Learn the five key habits of customer-centric businesses and why having a clear brand purpose is crucial for CX success. Uncover the truth about linking customer metrics to employee pay and why consistency in leadership behavior is the biggest differentiator in CX performance. There are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy . 

How can companies improve customer experience in a world where expectations are constantly evolving? In this episode of The Leadership Habit podcast, host Jenn DeWall sits down with internationally recognized customer service expert Lisa Ford to explore how leaders can create a culture that drives customer loyalty, boosts satisfaction, and strengthens relationships with both new […] The post How to Build Customer Loyalty that Lasts with Lisa Ford appeared first on Crestcom International.

Send us a text2025 Customer Loyalty Trends Uncovered Welcome to Leaders in Customer Loyalty: The CEO's Desk, a Loyalty360original podcast series featuring exclusive executive insights from Loyalty360 CEO Mark Johnson. In this episode, Mark unpacks the Top 11 Trends in Customer Loyalty for 2025, straight from Loyalty360's Advisory Board sessions at the 2025 Loyalty Expo.What You'll Learn in This Episode:• Why organizational alignment is mission-critical to program success• How leading brands are substantiating and reinforcing loyalty program value• The growing pressure to prove ROI to CFOs and align loyalty with business strategy• Key strategies for simplifying loyalty program structures and overcoming tier fatigue• The evolving role of AI, data, and personalization in loyalty program optimization• How brands are adapting to economic uncertainty, supply chain disruption,and regulatory changes• Real-world examples of loyalty innovation from brands like Weigels and othersWhether you're a loyalty program manager, brand executive, or tech partner,this episode is packed with critical insights to help you evolve your loyaltystrategy in a time of rapid change.

Small businesses face a cyberattack every 39 seconds, but what if you could transform that threat into your biggest growth opportunity? Custom Financial Info reveals how forward-thinking companies are flipping the crisis playbook to emerge stronger, smarter, and more profitable than ever before. https://customfinancialinfo.com/smb-turnaround-strategies-how-to-recover-and-grow-in-2025 Custom Financial Info City: Las Vegas Address: 304 South Jones Boulevard Website: https://customfinancialinfo.com Phone: +1 877 869 0885 Email: Charles@ioncaptialsolutions.online

If you think Hallmark is just about greeting cards and holiday movies, think again. In this first of a two-part conversation, I sit down with Patrick McCullough, President of Hallmark Business Connections, to explore how over 110 years of creating emotional connection can teach B2B brands how to build stronger, more meaningful relationships—with customers, employees, and even themselves.Patrick brings years of experience helping companies foster loyalty and purpose by focusing on what really matters: relationships. You'll hear about how trust is built over time, why meaningful interactions at work make life more fulfilling, and what B2B leaders can do today to create a culture of connection.In a world where people are tired of being treated like transactions, this episode offers real, actionable steps on how to lead with care, create trust, and build loyalty that lasts. Whether you're a marketer, a sales leader, or an executive trying to shape a more human-centered culture—there's something in here for you.We all can learn from Hallmark.

Discover all of the podcasts in our network, search for specific episodes, get the Optimal Living Daily workbook, and learn more at: OLDPodcast.com. Episode 1721: Shankar Ganesh reveals the surprisingly simple strategies behind exceptional customer service experiences that companies can learn, and "steal" from the best in the business. By dissecting memorable service tactics from brands like Nordstrom and Zappos, Patel offers actionable ideas to create loyal customers who market your business for you. Read along with the original article(s) here: https://neilpatel.com/blog/customer-service-worth-stealing/ Quotes to ponder: "Customer service is one of the most powerful forms of marketing that exists." "When you give people more than they expect, they remember it." "Your customers are human beings. Treat them that way." Episode references: Zappos Insights: https://www.zapposinsights.com/ Disney Institute - Quality Service: https://www.disneyinstitute.com/courses/quality-service/ Learn more about your ad choices. Visit megaphone.fm/adchoices

Discover all of the podcasts in our network, search for specific episodes, get the Optimal Living Daily workbook, and learn more at: OLDPodcast.com. Episode 1721: Shankar Ganesh reveals the surprisingly simple strategies behind exceptional customer service experiences that companies can learn, and "steal" from the best in the business. By dissecting memorable service tactics from brands like Nordstrom and Zappos, Patel offers actionable ideas to create loyal customers who market your business for you. Read along with the original article(s) here: https://neilpatel.com/blog/customer-service-worth-stealing/ Quotes to ponder: "Customer service is one of the most powerful forms of marketing that exists." "When you give people more than they expect, they remember it." "Your customers are human beings. Treat them that way." Episode references: Zappos Insights: https://www.zapposinsights.com/ Disney Institute - Quality Service: https://www.disneyinstitute.com/courses/quality-service/ Learn more about your ad choices. Visit megaphone.fm/adchoices

Discover actionable strategies for using SMS and email to boost customer loyalty, increase revenue, and optimize your marketing funnel. Learn best practices for campaign timing, automation, and integrating SMS with other channels. Nikita also discusses the evolving landscape of digital marketing, the impact of AI, and what sets Aspekt Agency apart in a crowded market.Whether you're a brand owner, marketer, or entrepreneur, this episode is packed with insights to help you grow your business through smarter retention marketing.

Send us a textBrands currently face a variety of challenges including rising customer expectations, generational differences, and increasing desire for seamless omnichannel experiences. CORA Loyalty is answering that call with a comprehensive portfolio that integrates next-gen tech, deep personalization, and strategic services. At the helm is Beth McCoy, President of CORA Loyalty, who joined Loyalty360's Industry Voices series to share her vision and strategies for evolving loyalty in 2025 and beyond."CORA Loyalty is a newly created portfolio made up of three separate companies or entities that some people may be familiar with from the loyalty marketplace," McCoy explains. These include RewardOps, an API-based rewards marketplace; Carlson Marketing Solutions, an enterprise-grade points bank and engagement platform; and Points at Work, a channel incentives tool tailored to employees and manufacturers.Together, they form an end-to-end loyalty ecosystem, bolstered by a services layer offering data science, digital marketing, and curated marketplace solutions.

Your customer says they're “satisfied.” So why didn't they come back? Stacy Sherman—a global keynote speaker and advisor with over 25 years of experience improving customer experience at leading B2B and B2C companies—challenges a metric many businesses still rely on: Customer Satisfaction (CSAT).  She explains how CSAT became the standard, why it made sense in the past, yet no longer reflects what creates true customer loyalty today. “Satisfied” usually means nothing went wrong—but that's not enough to earn retention, repeat purchases, or referrals. If CSAT is still guiding your strategy, this episode will show you what it's missing—and what to measure instead. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this

Summary In this episode of the Customer Service Revolution Podcast, John DiJulius and Denise Thompson discuss the importance of transforming negative experiences into positive ones in customer service. They explore the concept of the Customer Bill of Rights, emphasizing the significance of consistency in service delivery. The conversation delves into the 'nevers and always' framework, which helps businesses establish clear expectations for customer interactions. John shares practical examples and insights on how to implement these principles effectively to enhance customer satisfaction and loyalty. In this conversation, John DiJulius III and Denise Thompson discuss the critical aspects of customer service, emphasizing the importance of consistency, transparency, and professionalism in interactions. They explore how to effectively roll out service standards, maintain awareness among employees, and create a positive work environment. The discussion also touches on the significance of living an extraordinary life and how personal habits impact professional responsibilities. Takeaways Turning a negative into a positive is crucial for customer experience. Inconsistency is the enemy of great customer service. The Customer Bill of Rights outlines what businesses should never or always do. Nevers and always help reduce employee and location roulette. Customer experiences should not depend on which employee a customer interacts with. Oversharing can negatively impact customer perceptions. Employees must remember they are always 'on stage' when interacting with customers. Clear communication is essential to avoid misunderstandings in service expectations. Businesses should focus on what they can do for customers, not what they can't. Creating a positive customer experience requires a commitment to service excellence. Consistency in customer interactions is crucial for service excellence. Transparency in communication fosters trust with customers. Establishing clear professional standards helps employees understand expectations. Mastering the basics of customer service can significantly improve experiences. Rolling out service standards requires context and engagement from employees. Maintaining awareness of service standards is essential for long-term success. Creating a fun work environment encourages adherence to service standards. Living an extraordinary life impacts not only personal well-being but also professional responsibilities. Habits play a significant role in shaping our actions and outcomes. Engaging employees in the training process enhances retention of service standards. Chapters 00:00Introduction and Personal Updates 02:06Turning Negatives into Positives in Customer Experience 10:07Understanding the Customer Bill of Rights 17:47Implementing Nevers and Always in Customer Service 25:33The Importance of Consistency in Customer Interaction 28:10Transparency and Communication in Service 29:05Establishing Professional Standards 30:36The Power of Basics in Customer Service 32:21Rolling Out Service Standards Effectively 35:51Maintaining Awareness of Service Standards 39:50Creating a Fun and Engaging Work Environment 42:49Living an Extraordinary Life and Its Impact   Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Secret Service Blog:  https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/

Summary: Back in February, we were joined on the show by Stuart Haselden, CEO of outdoor apparel company, Arc'Teryx. Hearing about his retail philosophy and personal story was absolutely fascinating, so we decided to revisit the episode for listeners who may have missed it the first time around.   You've heard it before: "The customer is always right." For many businesses, that's sound advice. But for premium brands, the road to success often takes a different route. Rather than reacting to every shift in demand, it's about staying rooted in a philosophy: delivering quality, staying authentic, and fostering relationships that stand the test of time. Today's guest has fully embraced this approach, leveraging his brand's strengths to set a new standard of excellence in the technical apparel market. Stuart Haselden has been the CEO of Arc'teryx since 2021 and brings over 20 years of global experience in retail and premium brands to the company, having worked in North America, Europe, Asia, and Australia for brands such as Away Travel, Lululemon, J.Crew, and Saks Fifth Avenue. His career began in the United States Army where he served as a Cavalry Officer—a defining experience for him that has shaped his views on leadership. It was also the beginning of a lifelong love of mountain and alpine sports, as Stuart learned to ski in the Austrian Alps while stationed in Germany.  In this episode, Stuart shares how Arc'teryx has expanded its direct-to-consumer model while preserving the brand's authenticity. He explains how a relentless focus on performance and innovation has fueled the company's growth and set it apart in the competitive technical apparel space. Stuart also talks about the leadership strategies that have guided Arc'teryx's evolution—and how they're shaping its future. Highlights:Background on Arc'teryx and the road to becoming a premium brand (2:43)Stuart's history in retail and how he was introduced to the opportunity at Arc'teryx (4:19)Stuart discusses Arc'teryx's position in the Amer Sports portfolio (7:18)Competition in the technical apparel field and what differentiates Arc'teryx (8:35)Stuart describes how Arc'teryx maintains its authenticity while it grows (10:17)How Arc'teryx evolved from a retail model to a direct-to-consumer approach (13:07)Current scale of the business (15:15)Stuart discusses future expansion opportunities (16:55)The senior team at Arc'teryx (18:43)Stuart's management style and the leadership techniques he learned from Mickey Drexler (20:37)Stuart's predictions for retail in 2025 (20:54)Arc'teryx's unique sustainability efforts (21:54)How Arc'teryx adapts its retail spaces when entering new communities (23:21) Links:Stuart Haselden on LinkedInArc'teryx on LinkedInArc'teryx WebsiteICR LinkedIn ICR Twitter ICR Website Feedback:If you have questions about the show, or have a topic in mind you'd like discussed in future episodes, email our producer, marion@lowerstreet.co.

In this must-listen episode of the Millionaire Car Salesman Podcast, host Sean V. Bradley, CSP, and co-host LA Williams sit down with Shep Hyken, the internationally renowned customer service and customer experience expert, best-selling author, and keynote speaker, to explore the critical role exceptional customer experience plays in today's automotive industry. "They're not just comparing you to another dealer. They're going to compare you to the best experience they ever had." — Shep Hyken As the market navigates post-pandemic shifts and economic challenges like high interest rates and limited inventory, Shep shares actionable strategies that dealerships can implement right now to stand out. From customer engagement to loyalty-building techniques, Shep dives deep into what it takes to create an unforgettable experience at every customer touchpoint. "You must model the behavior you want others to do toward others." — Shep Hyken Listen in to hear why focusing on existing customers, embracing innovative tools like Podium, and modernizing your approach to customer service can lead to massive revenue growth. Are you prepared to elevate your dealership's customer experience and boost retention in today's competitive market? Tune in to find out how to turn service into a powerful driver of long-term success.   Key Takeaways: ✅ Enhancing customer retention is often more beneficial and cost-effective than solely focusing on acquiring new business. ✅ Leveraging technology and AI, such as Podium, can significantly improve customer interactions and streamline dealership operations. ✅ Maintaining a positive work culture among employees directly influences the quality of customer service delivered. ✅ Leading dealerships prioritize creating a seamless and consistent experience across all customer touchpoints, setting them apart in service delivery. About Shep Hyken ​Shep Hyken is a globally recognized customer service and experience expert, acclaimed keynote speaker, and New York Times and Wall Street Journal bestselling author. As the Chief Amazement Officer of Shepard Presentations, he has dedicated his career to helping organizations build loyal relationships with their customers and employees.​ Since founding Shepard Presentations in 1983, Shep has worked with over 1,200 clients, ranging from Fortune 100 companies to small businesses, across various industries including retail, healthcare, technology, and financial services. His client list includes notable organizations such as American Airlines, AAA, Anheuser-Busch, AT&T, Aetna, Abbott Laboratories, and American Express.​  Shep's dynamic presentations are known for their high energy, humor, and practical insights, often incorporating magic to engage audiences. He has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession and holds the Certified Speaking Professional (CSP) designation.​ An accomplished author, Shep has written several bestselling books on customer service and experience, including "Moments of Magic," "The Loyal Customer," "The Cult of the Customer," "The Amazement Revolution," "Amaze Every Customer Every Time," "Be Amazing or Go Home," "The Convenience Revolution," and "I'll Be Back." His articles have been featured in hundreds of publications, and he is a regular contributor to Forbes.​ Shep is also the creator of The Customer Focus™ program, designed to help organizations develop a customer service culture and loyalty mindset. Through his work, he emphasizes that customer service is not just a department but a philosophy that should permeate every aspect of an organization.​   Navigating the Automotive Customer Experience: Embracing AI and Building Loyalty Key Takeaways Customer Satisfaction and Experience are Distinct: Understanding the difference and focusing on both can elevate a dealership from best in class to world class. Leveraging Existing Customer Relationships: Prioritizing current customer engagement and retention is more cost-effective and profitable than focusing solely on new lead acquisition. Artificial Intelligence as a Game-Changer: AI innovations are transforming the dealership landscape by enhancing customer interactions and streamlining operations. Enhancing the Customer Experience in Automotive Retail In the rapidly evolving automotive industry, dealerships must adapt their strategies to exceed customer expectations. Sean V. Bradley and Shep Hyken dive into the intricacies of customer satisfaction and experience, two interrelated yet distinct components that every dealership should master. According to Hyken, "The way that whole thing is handled, is it easy? Is it hassle-free?" Such questions underscore the need for seamless web interfaces and responsive sales teams to create an unparalleled service atmosphere. Customer experience encompasses every interaction a consumer has with a dealership, from visiting the website to consulting with a salesperson. For car dealerships aiming for world-class status, it's crucial to transcend industry standards and look outside the industry for inspiration. As Hyken wisely notes, "They're going to compare you to the best experience they ever had." This calls for analyzing experiences provided by leaders like Amazon and Walmart to ensure dealerships offer frictionless, memorable interactions that build long-term loyalty. Retention vs. Acquisition: The Loyalty Revenue Stream Prioritizing existing customers over acquiring new ones can seem counterintuitive, yet it's a strategic pivot that aligns with both customer retention and profitability. As discussed by Sean V. Bradley, focusing on your current customer base can lead to higher conversion rates and increased revenue. "NADA says that a prior customer is a 65% closing ratio and a much higher gross profit," he remarks, emphasizing a shift towards maintaining strong relationships with your existing clientele. Moreover, service departments play a pivotal role. With a "service customer to your point is seven times as likely to purchase a vehicle if they service a car," embracing service excellence not only ensures immediate customer satisfaction but also strengthens their connection to the brand, making them more likely to return for future purchases. The foundational principle is clear: solidify customer loyalty through consistent, exceptional service, thereby reducing churn and boosting long-term profitability. The Role of Artificial Intelligence in Transforming Dealerships Artificial Intelligence (AI) is poised to reshape traditional dealership models by optimizing customer interactions and operational efficiencies. Shep Hyken highlights AI's potential in generating personalized and high-quality customer interactions. "AI needs to be smart enough to not give the wrong answer," Hyken advocates, outlining the balance between maintaining human oversight and deploying AI for scalable customer service solutions. Podium's AI-powered platforms offer tools that handle after-hours inquiries, schedule test drives, and maintain conversational consistency across multiple platforms, ensuring a seamless transition between digital and in-person interactions. In an age where most touchpoints before a sale are digital, embedding AI in CRM systems elevates customer experiences. As Bradley affirms, "If your AI is integrated with your CRM, if your AI is integrated with your online reputation strategy…it is next level." By streamlining these processes, dealerships can enhance engagement, nurture relationships, and ultimately drive more sales.   The automotive industry stands at a pivotal juncture where transformation is not just necessary but imperative. By understanding the nuances between customer service and experience, fostering robust relationships with existing customers, and embracing cutting-edge technologies like AI, dealerships can not only survive the intricacies of the modern market but truly thrive in it. The insights shared by industry experts provide a roadmap to not only meet but exceed customer expectations, ensuring loyalty and profitability in uncertain times.   Resources: Podium: Discover how Podium's innovative AI technology can unlock unparalleled efficiency and drive your dealership's sales to new heights. Visit www.podium.com/mcs to learn more!   Dealer Synergy & Bradley On Demand: The automotive industry's #1 training, tracking, testing, and certification platform and consulting & accountability firm.   The Millionaire Car Salesman Facebook Group: Join the #1 Mastermind Group in the Automotive Industry! With over 29,000 members, gain access to successful automotive mentors & managers, the best industry practices, & collaborate with automotive professionals from around the WORLD! Join The Millionaire Car Salesman Facebook Group today!   Win the Game of Googleopoly: Unlocking the secret strategy of search engines.     The Millionaire Car Salesman Podcast is Proudly Sponsored By: Podium: Elevating Dealership Excellence with Intelligent Customer Engagement Solutions. Unlock unparalleled efficiency and drive sales with Podium's innovative AI technology, featured proudly on the Millionaire Car Salesman Podcast. Visit www.podium.com/mcs to learn more!   Dealer Synergy: The #1 Automotive Sales Training, Consulting, and Accountability Firm in the industry! With over two decades of experience in building Internet Departments and BDCs, we have developed the most effective automotive Internet Sales, BDC, and CRM solutions. Our expertise in creating phone scripts, rebuttals, CRM action plans, strategies, and templates ensures that your dealership's tools and personnel reach their full potential.   Bradley On Demand: The automotive sales industry's top Interactive Training, Tracking, Testing, and Certification Platform. Featuring LIVE Classes and over 9,000 training modules, our platform equips your dealership with everything needed to sell more cars, more often, and more profitably!

Is customer experience still a true brand differentiator—or has it lost momentum? Across industries, customer experience (CX) is under pressure. While many companies claim to put customers first, the reality often tells a different story: broken systems, disconnected teams, and blurred ownership are hindering meaningful progress. Stacy Sherman and guest Sean Albertson take a direct look at what's going wrong and offer a path forward with clear, practical steps leaders can apply now. They also introduce a new CX community—created to connect professionals, exchange ideas, and reinforce the value of customer experience as a core business discipline. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this    

On this episode of That Makes Cents, we are speaking with Rob Pace, the founder and CEO of HundredX, on the future of customer loyalty and how brands can drive it and not just hope for it.

If brand loyalty is so critical, why does it feel like most companies are treating it like an afterthought by propping it up with outdated programs and hoping customers won't notice? Agility requires a complete rethinking of how we approach customer loyalty — not as an afterthought at the end of the funnel, but as a core driver of long-term brand value and experience strategy. Today, we're going to talk about the evolution of customer loyalty and what brands need to do to keep up in a time when consumers have more choices, higher expectations, and less patience. To help me discuss this topic, I'd like to welcome Raj De Datta, CEO and Co-Founder of Bloomreach. About Raj De DattaRaj De Datta is Co-Founder and CEO of Bloomreach, a leading software platform for digital commerce experiences that powers brands representing 25% of retail Ecommerce in the US and the UK. Raj is a multiple-time entrepreneur. Raj is also the bestselling author of “The Digital Seeker” – a playbook for digital teams to win big. Before launching Bloomreach, he was entrepreneur-in-residence at Mohr-Davidow Ventures, served as Cisco's director of product marketing, and was on the founding team of telecom company FirstMark Communications. Raj also worked in technology investment banking at Lazard Freres. Raj serves on the Council for Player Development for the US Tennis Association, the Board of RepresentUs, a bipartisan organization focused on democracy reform, and is a Founder Partner at seed-stage venture capital firm Founder Collective and an individual investor in over 20 start-ups. RESOURCES Bloomreach: https://www.bloomreach.com https://www.bloomreach.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsOnline Scrum Master Summit is happening June 17-19. This 3-day virtual event is open for registration. Visit www.osms25.com and get a 25% discount off Premium All-Access Passes with the code osms25agilebrandDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Get the Bloomreach report: https://www.bloomreach.com/en/winning-playbook-for-loyaltyConnect 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://www.theagilebrand.showCheck 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

91% of consumers today make buying decisions based on a brand's purpose—not just its products. Yet most entrepreneurs are still stuck pitching features, funnels, and stats.In today's episode, I dive deep into the Purpose Story, the third foundational story from Stories That Stick by Kindra Hall. You'll discover how your deeper mission—not your marketing tactics—is the real engine for sustainable growth, trust, and community.If you want to build a brand that people believe in, not just buy from, this episode will show you how to craft a Purpose Story that rallies your audience, inspires loyalty, and helps you create a movement—not just a business.What You'll Learn in This EpisodeWhy people crave meaning, not marketing—and how to give it to themHow to craft a Purpose Story that builds community and loyaltyThe three-part story arc to make your mission stick (Normal → Explosion → New Normal)Prompts to help you find the moment your mission was bornHow to embed your Purpose Story across your business: hiring, marketing, sales, and leadershipReal-world examples of micro and macro Purpose Stories in actionKey Takeaways✔️People don't follow products—they follow purpose.✔️Movements are built by sharing stories, not selling offers.✔️Your Purpose Story is the mirror where your audience sees their values reflected.✔️Alignment isn't a buzzword—it's a business strategy.✔️Purpose-driven brands create loyalty that transcends features, prices, or competitors.✔️Your mission deserves to be shared—and to invite others to stand alongside it. Timestamps[00:00] – Why most brands are focusing on the wrong thing[02:00] – Welcome to Part 4 of the Stories That Stick series[05:00] – What is a Purpose Story, and why does it matter?[07:00] – How Purpose Stories create emotional alignment[10:00] – The three-part storytelling framework for your Purpose Story[12:00] – Prompts to uncover your mission-defining moment[14:00] – How to make your Purpose Story relatable and real[18:00] – Tips to avoid “sanitizing” your story—keep it raw and resonant[21:00] – Where to use your Purpose Story across your brand[24:00] – Real-world example of crafting a Purpose Story[27:00] – Final invitation: Write and share your Purpose Story this weekChoose Your Next Steps:Take 30 minutes and journal: What broke your heart? What woke you up?Craft a rough draft of your Purpose Story (normal → explosion → new normal)Share it somewhere—email, social media, a team meeting, or a video post.Tag me on Instagram @itsgeorgebryant so I can celebrate your movement with you!This is the fourth episode in a special 5-part podcast series on mastering storytelling for entrepreneurs, based on Stories That Stick by Kindra Hall.Download your free companion workbook to reflect, take action, and make the most out of this series.Click here to access the workbook!Make sure to listen to the other episodes in the series too (linked below) to complete your storytelling blueprint!Ep. 591 Stories That Stick: The Four Stories Every Entrepreneur Needs to TellEp. 593 The Value Story – Sell the Transformation, Not the ThingEp. 595 The Founder Story – Turn Your Why Into ConnectionJoin The Alliance – The Relationship Beats Algorithms™ community for entrepreneurs who lead with heartApply for 1:1 Coaching – Scale your business with simplicity, alignment, and purposeLive Events – Get in the room where movements are born: mindofgeorge.com/event

Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intelligence, chatbots, and other technologies to solve customer needs versus creating pain points. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this    

Summary IIn this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of personalized customer service and the techniques of 'Secret Service' that can enhance customer experiences. They explore how to implement these techniques effectively, the significance of knowing clients personally, and the evolution of customer service terminology. The conversation also highlights memorable customer service experiences and the impact of community in customer relationships. Takeaways Personalization in customer interactions is crucial. Utilizing CRM systems can enhance customer relationships. Listening to customers can reveal valuable insights. Sending personalized follow-ups shows genuine care. The 'Ford' method helps in remembering client details. Creating a community around your service fosters loyalty. The evolution of customer service terminology reflects industry growth. Memorable experiences can significantly impact customer loyalty. Secret Service techniques can differentiate your business. Chapters 00:00Welcome and Introduction to Customer Experience 01:11Building Personal Connections with Clients 05:21Understanding Client Goals and Interests 09:41The Importance of Data Entry and CRM Systems 14:14Creating a Community Through Customer Relationships 21:49The Evolution of Secret Service to Customer Service Revolution Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It: https://thedijuliusgroup.com/download-reasons-your-customer-experience-plummets/ Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ Employee Experience Executive Academy: https://thedijuliusgroup.com/project/exea/ Interview Questions: https://thedijuliusgroup.com/resources/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Secret Service Blog:  https://thedijuliusgroup.com/secret-service-turns-20-and-the-dijulius-group-is-born-with-superior-customer-service-as-the-single-biggest-competitive-advantage/ Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

This week, our host Ian Truscott and our resident marketing strategist and former Forrester Research Director Jeff Clark discuss the role of the CMO and marketing post-sale, in reducing churn, increasing customer lifetime value, and loyalty in a B2B SaaS environment where there is reduced friction to switch.  In this episode, they discuss: Customer loyalty in the experience economy Five CMO considerations for customer loyalty Managing the brand gap Nurturing customer relationships Formalizing customer advocacy programs As always, we welcome your feedback. If you have a suggestion for a topic that's hot for you that we should discuss, please get in touch using the links below.   Enjoy! — The Links The people: Ian Truscott on LinkedIn and Bluesky Jeff Clark on LinkedIn Mentioned this week: Customer Loyalty in the Experience Economy — the CMO's Perspective Get Your Buyers AMPED with our Customer Journey Back to Brand - Blog post Rockstar CMO: The Beat Newsletter that we send every Monday Rockstar CMO on the web, Twitter, and LinkedIn Previous episodes and all the show notes: Rockstar CMO FM. Track List: Stienski & Mass Media - We'll be right back Coming Back Again - Kings of Leon You can listen to this on all good podcast platforms, like Apple, Amazon, and Spotify. Learn more about your ad choices. Visit megaphone.fm/adchoices

Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney's customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create memorable "wow" moments, establish nonnegotiable behaviors, authentically empower your employees, and lead by example. By the end of this podcast, you'll be ready to transform every customer interaction into something extraordinary.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy . 

Corporations don't usually take the extra steps to appreciate their customers... why? We talk about how corporations typically approach business ROI, and why small business owners can significantly grow their revenue by making customer loyalty part of their strategy.   This episode is sponsored by Prime Payments USA. You've worked hard for your money... so why let another business take what's yours? Go to https://www.primepaymentsusa.com/   Enjoy the show and want to support it? Join our Patreon at Patreon.com/GoodAdvice

Don't Miss SPF Live at My Gym in NJ on July 18th and 19th!https://events.vincegabriele.com/july2025 In this episode of the Ask Vince Podcast, Vince keeps it real, sharing no-nonsense insights that every fitness business owner needs to hear. He kicks off by spotlighting the upcoming Mastermind Event on July 18th and 19th at Gabriele Fitness—a game-changing experience designed to help you maximize your gym's revenue, keep clients longer, and build a rock-solid community.But this episode isn't just about making money—it's about mindset, accountability, and making your health a priority. Whether you're crushing it or barely keeping your head above water, Vince's honest, straight-talk approach will hit home. Key Topics Discussed:1. Mastermind Event Announcement:Vince breaks down what you can expect at the event, including powerful strategies for increasing your gym's lifetime customer value. If you're serious about your business, this is a can't-miss opportunity. 2. Understanding Lifetime Customer Value (LCV):Vince gets into the nitty-gritty of how to boost your revenue through three main drivers:Stay Longer: Proven ways to keep your clients coming back.Pay More: Smart pricing strategies that don't scare clients away.Refer More: How to turn your happiest clients into your biggest advocates. 3. The Power of Accountability:You don't need more yes-men. You need friends who aren't afraid to call you out when you're slacking. Vince talks about the value of having people in your life who keep you honest—whether it's about your business or your personal health. 4. Health as an Asset or Liability:Vince pulls no punches as he explains why business owners often let their health fall apart and how this can destroy your success. It's a wake-up call for anyone who thinks they can “figure it out later. 5. Value Over Price:Stop fixating on what you charge—start obsessing over the value you deliver. Vince shares how creating memorable experiences and personalized touches can keep clients around for years. Don't Miss SPF Live at My Gym in NJ on July 18th and 19th!https://events.vincegabriele.com/july2025  If you're a gym owner seeking answers on how you can grow your gym, make more money, and have more freedom to do what you love, visit www.vincegabriele.com or book a call by CLICKING HERE!

In this conversation, Dan Antonelli & Ryan Redding delve into the critical role of branding, digital marketing, and the long-term investment required for effective SEO. The conversation also highlights common misconceptions about the process of creating unique brand identities and the operational challenges businesses face in their growth journey. They emphasize the need for businesses to invest adequately in marketing channels, to leverage data for decision-making, and to engage with their communities through grassroots efforts.    Don't forget to register for Tommy's event, Freedom 2025! This is the event where Tommy's billion-dollar network will break down exactly how to accelerate your business and dominate your market in 2025.   For more details visit freedomevent.com   00:00 The Responsibility of Branding   03:02 Kick Charge Creative's Evolution   06:06 The Importance of Digital Marketing   08:58 SEO vs. PPC: The Long Game   11:53 The Power of Branding in Home Services   15:00 Creating Unique Brand Identities   18:09 The Process of Effective Branding   21:00 Common Misconceptions About Branding   23:54 The Impact of Branding on Business Growth   26:57 Operational Challenges in Business Growth   29:51 The Philosophy Behind Responsible Branding   32:20 Building A-Plus Teams and Effective Marketing Strategies   39:55 The Importance of Branding and Community Engagement   40:04 The Role of Logos and Intellectual Property   44:54 The Power of Grit and Adaptability in Business   51:32 Leveraging Storytelling for Customer Loyalty   59:16 The Mindset Shift After Rebranding    

"It's the whole totality of the experience and how we treat our customers to show that they're valued.”Eric Wulf, CEO of the International Carwash Association (ICA), and ICA Research Director Bob Klein discuss the findings of ICA's 2025 Q1 Pulse Report, covering the health of the industry, customer satisfaction, and the balance between price and wash value for car wash customers.Top 5 Episode Highlights:The Health of the Consumer Drives the Health of the Industry – Eric and Bob discuss how customer sentiment and behavior shape industry growth, with pricing dissatisfaction often offset by strong perceptions of value—especially among subscription customers.The Price vs. Value Perception – Car wash owners must recognize the emotional side of pricing and focus on the totality of the customer experience to show value. The conversation draws insights from Quick Service Restaurants (QSRs) like Chick-fil-A, where customer engagement plays a key role in perceived value.Subscribers Who Become Transactors: A Retention Opportunity – 54% of former members continue washing their vehicles at the car wash where they previously had a membership, providing an opportunity for operators to re-engage and build long-term loyalty.Loyalty Programs: A Disconnection Between Customers and Operators – The Pulse Report has asked about loyalty for nine years, and customers consistently cite loyalty programs as a key retention driver. However, operators do not prioritize them, signaling a missed opportunity to strengthen customer relationships.Industry Growth & Supplier Outlook – Projections for year-end growth increased slightly from 5% to 6%, with 6 in 10 retailers increasing prices in 2024. Meanwhile, supplier optimism has softened, with forecasted growth of 5%, and their top concerns remain hiring, rising costs, and employee retention. To counteract these challenges, suppliers are investing in training and helping car wash owners enhance customer value.Eric and Bob begin the conversation by examining the overall health of the car wash industry, which is closely tied to consumer sentiment. They emphasize that while customers may resist price increases, strong value perception—especially among subscribers—helps mitigate dissatisfaction.The discussion then shifts to how car wash owners should interpret the Pulse Report's price/value findings. Eric and Bob stress that customer experience is in the operator's control. They highlight how Quick Service Restaurants (QSRs), like Chick-fil-A, focus on hospitality and engagement to reinforce customer loyalty—a model the car wash industry can learn from.Bob also references an article he authored in the 2025 Q1 issue of Car Wash Magazine, which explores the five key principles used by the QSR industry to enhance the value proposition and customer experience.The episode also covers the behavior of subscribers who become transactors, noting that 54% of former members continue to use the car wash where they had a subscription. This presents a valuable opportunity for operators to create a dialogue with past members and encourage repeat business.For the past nine years, the Pulse Report has surveyed both customers and operators about loyalty strategies. The data shows that customers strongly value loyalty programs, yet operators do not prioritize them, highlighting a gap in retention efforts.On the growth and supplier side, there is a slight uptick in year-end growth projections from 5% to 6%, and 6 in 10 retailers increased prices in 2024. Looking ahead, the Q2 issue of Car Wash Magazine will explore 12 key factors businesses should consider before implementing price increases.Supplier sentiment, however, is less optimistic, with a softening outlook despite a projected 5% increase. The top three concerns for suppliers remain hiring, rising costs, and employee retention. To stay ahead, suppliers are focusing on training initiatives and working to help car wash operators deliver stronger customer value.

Click the link to learn more and get your tickets to see Vince and Ari speak at the SPF Mastermind July 18th and 19th.https://events.vincegabriele.com/july2025 Podcast SummaryIn this rare and insightful interview, Vince Gabriele sits down with Ari Weinzweig, co-founder of Zingerman's Delicatessen in Ann Arbor, Michigan. From its humble beginnings in 1982 with a $20,000 bank loan and a staff of two, Zingerman's has grown into a community of businesses with over 750 employees and annual revenues exceeding $80 million . Ari shares the principles and practices that have guided this growth, emphasizing a commitment to quality, community, and a unique organizational culture. This conversation offers valuable lessons for entrepreneurs and business leaders aiming to build sustainable and values-driven enterprises. 5 Key Points DiscussedVisionary Leadership: Ari discusses the importance of having a clear vision and staying true to core values in guiding business growth.Community Engagement: Insights into how Zingerman's fosters a strong sense of community among employees and customers.Innovative Business Model: Exploration of Zingerman's unique approach to business expansion through a community of businesses rather than traditional franchising.Employee Empowerment: The role of open-book management and employee ownership in creating a motivated and accountable workforce.Resilience and Adaptation: Lessons learned from navigating challenges and adapting to changing market conditions while maintaining the company's mission. Click the link to learn more and get your tickets to see Vince and Ari speak at the SPF Mastermind July 18th and 19th.https://events.vincegabriele.com/july2025 If you're a gym owner seeking answers on how you can grow your gym, make more money, and have more freedom to do what you love, visit www.vincegabriele.com or book a call by CLICKING HERE!