Podcasts about customer loyalty

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

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

Der Loyalty Espresso ist das Kurzformat des Loyalty Talk Podcasts und liefert relevante Insights und Denkanstösse für alle, die sich mit CRM, Kundenbindung und Loyalität beschäftigen. Wie ein starker Espresso am Morgen: kurz, intensiv und belebend. Genau so servieren wir die spannendsten Loyalty-News aus der DACH-Welt. Themen dieser Episode des Loyalty Espresso: - Decathlon verlässt Payback & führt eigenes Membership-Programm ein - Jö-Bonus & myClubs bringen Jö-Sportpass - Peloton führt gamifiziertes Loyalitätsprogramm ein - Studie zu Coupons im Handel der DHBW Heilbronn - Netto individualisiert Coupons via App - Rewe steht wegen Coupons vor Gericht - Zooplus überarbeitet “Zooplus Club” Weiterführende Links: Alexander Süßel auf LinkedIn: https://www.linkedin.com/in/suessel-alexander-loyalty Michael Bietenhader auf LinkedIn: https://www.linkedin.com/in/michaelbietenhader Alle Folgen des Loyalty Talk: https://www.loyaltytalk.com Mehr zur MilesAhead AG: https://www.milesahead.ch

Send us a textKnown for its irreverent attitude, unstoppable energy, and Seattle-style teriyaki bowls, Teriyaki Madness has always taken its food, but never itself, seriously. Founded in 2003 by friends who wanted to bring Seattle's teriyaki culture to Las Vegas, Teriyaki Madness was purchased by its current CEO, Michael Haith, in 2016. Now headquartered in Denver, Colorado, the self-proclaimed “scrappy brand,” uses digital innovation to transform a fast casual dining concept from 30 shops, into a national brand of nearly 200 locations. Mark Johnson, CEO of Loyalty360, spoke to Jodi Boyce, Chief Marketing Officer of Teriyaki Madness, about the innovative steps the company used to build the brand and a loyalty program of nearly one million members. 

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

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

Send us a textBlings, a global company headquartered in New York, New York, is using patented AI-powered MP5 technology to help companies create personalized, interactive videos that connect with customers in real-time. The platform pulls in live data to create each video and customize loyalty offers and gamified experiences, engaging customers and boosting conversion for clients. Loyalty 360 spoke with Yonatan Schreiber, CEO and co-founder of Blings, about how this AI-powered personalized video is reshaping loyalty programs and customer experience. 

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

Send us a textFor more than 30 years, Toppers Pizza has gone beyond crafting inventive, high-quality pizzas to delivering an experience that keeps guests coming back time and time again. With 60 stores across 14 states, the Wisconsin-based chain has built a loyal following thanks to its fun, late-night-friendly menu, fresh ingredients, and a focus on community connection. The brand has become a fan favorite among college students, young professionals, and anyone looking for a unique pizza experience.  In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Mac Malchow, Vice President of Marketing and Development at Toppers Pizza, about how the brand builds loyalty by rewarding customers, delivering standout experiences, and staying deeply connected to the communities it serves. 

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

Wow, you made your customer satisfied. Way to do the bare minimum.This episode is about how customer loyalty is more important than satisfaction. And a simple trick that doctors hate that will get you that loyalty!Here's the LinkTree: https://linktr.ee/caffcx

In this chapter, Dr. R.C. Bhargava, talks to Satyashri Mohanty, about how Maruti focused on improving the customer's car buying experience (pre and post purchase) to build long term customer loyalty.Previous episodes: Episode 1: https://bit.ly/VCG_Podcast_Ep65Episode 2: https://bit.ly/VCG_Podcast_Ep68Episode 3: https://bit.ly/VCG_Podcast_Ep73

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

Send us a textCollinson International, a privately-owned provider of global travel and customer loyalty programs, doesn't offer your run-of-the-mill airport experience. Instead of being squeezed in plastic seating, knee to knee with fellow travelers in the main concourse, the company provides a premium airport lounge experience with a range of amenities.  Loyalty360 spoke with Jeremy Dalkoff VP of Partnerships and Travel Experiences at Collinson International, the operator of the popular Priority Pass, on how the company delivers a high-end, seamless, stress-free experience for travelers at more than 1,800 airport lounges worldwide. 

Send us a textFamilies searching for a relaxed, local restaurant to enjoy good food at a reasonable price, and avid sports fans looking for a place to munch on chicken wings while catching the latest game might find Wings and Rings perfectly meets their needs. Established in 1984 in Cincinnati, Ohio, the 41-year-old sports franchisee concept now has 85 locations, 60 within the U.S. and 25 internationally. Known originally as Buffalo Wings and Rings, the company has updated its look, its name, and its menu, but its dedication and commitment to the local communities it services remains strong. In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Dan Sweatt, Senior Marketing Manager for Wings and Rings, about how the company's franchisees are growing their loyalty business by connecting with their customers and community.  

Most brands think storytelling is about them—it's not. Discover why people want better brand stories and what separates forgettable marketing from narratives that drive real loyalty. To learn more, visit: https://www.thelolaagency.com/post/soulful-storytelling-bringing-meaning-back-to-marketing London : Los Angeles (LO:LA) City: El Segundo Address: 840 Apollo Street Website: https://www.thelolaagency.com

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

Summary In this episode of the Customer Service Revolution Podcast, Denise Thompson and John DeJulius discuss the concept of making price irrelevant through exceptional customer experiences. They explore how consistency in service, a zero-risk mindset, and equipping employees to articulate value can lead to customer loyalty and a competitive edge in the market. The conversation emphasizes the importance of focusing on the overall experience rather than just pricing strategies. Takeaways: Making price irrelevant is about the experience delivered. Consistency in service leads to customer loyalty. Competing in experience is more effective than competing on price. Zero risk mindset enhances customer trust and loyalty. Service recovery can increase customer loyalty after a mistake. Employees must be trained to articulate the value of services. Journey mapping helps understand customer experiences better. Great companies focus on the basics of customer service. Articulating reasons for higher prices is crucial for sales. Creating a signature experience differentiates a brand. Chapters: 00:00Making Price Irrelevant Through Experience 07:59Competing in the Experience Wars 15:59Zero Risk and Customer Loyalty 20:48Empowering Employees to Articulate Value Links: Schedule a Complimentary Call with one of our advisors:  tdg.click/claudia Ask John!  Submit your questions for John, to be aired on future episode:  tdg.click/ask Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/ The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/ Experience Revolution Membership:  https://thedijuliusgroup.com/membership/ Books:  https://thedijuliusgroup.com/shop/ Blogs on Price Myths: https://thedijuliusgroup.com/4-price-myth-busters/ Contacts:  Lindsey@thedijuliusgroup.com , Claudia@thedijuliusgroup.com   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Send us a textLong after most bakeries close, Insomnia Cookies comes to life, satisfying the late-night cravings of students and sweet-tooth fans alike. Founded in 2003 in a University of Pennsylvania dorm room, the brand has transformed a simple idea into a full-fledged movement, growing to more than 350 locations globally and earning millions of devoted fans worldwide. In a recent conversation, Loyalty360 CEO Mark Johnson spoke with David Salama, Chief Digital Officer at Insomnia Cookies, about how the brand is using digital innovation and a redesigned loyalty program to turn transactions into touchpoints, and fans—which the brand calls its ‘Insomniacs'— into a thriving community. By blending technology and creativity, Insomnia Cookies continues to prove that emotional loyalty can be just as powerful (and satisfying) as the perfect chocolate chip cookie. 

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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