Bästa Customer Loyalty podcaster (2024)

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Elevating Employee Wellbeing: The Key to Workplace Success 4:41

1d ago4:41

4:41

In this episode, Dr. Michelli explores the intricate dynamics of hybrid and remote work environments and their impact on employee well-being. Citing recent Gallup and Workhuman research, he underscores that while flexibility is cherished, it alone does not guarantee enhanced employee satisfaction. The cornerstone of thriving remote teams lies in cr…

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#405: Loyalty360 Loyalty Live | Shamba Schmidt, Epsilon 17:52

3d ago17:52

17:52

Send us a text In our latest edition of Loyalty Live, Loyalty360, speaks with Shamba Schmidt, Vice President, Solution Consulting at Epsilon. As a global marketing and data technology company known for its innovative approach to loyalty solutions and data-driven customer engagement, Epsilon leverages its extensive data repository and robust data pr…

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Destination: The Nordstrom Way to Customer Loyalty, Innovation, and Sustained Success with GUEST Robert Spector 50:16

11d ago50:16

50:16

In this newly restarted monthly episode of the Customer Experience Bus Podcast, host Joseph Michelli welcomes Robert Spector, a respected authority on customer experience and the heralded author of "The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service." Together, they delve into the enduring …

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#404: Interview with Michelle DeVore: Launching the Supercuts Reward Program 24:55

4d ago24:55

24:55

Send us a text Designing an enterprise-level loyalty program from scratch is challenging on its own, but doing so for a large franchise organization like Supercuts—spanning 1,900 locations with over 400 local loyalty initiatives—raises the stakes even higher. Despite the daunting nature of the project, leadership at Supercuts saw an opportunity to …

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The Power of Product Knowledge: Mastering the Basics 3:52

8d ago3:52

3:52

In this episode, Dr. Michelli reflects on a pivotal experience that reshaped his approach to customer service training while working with Godiva's retail team. The realization struck during a disappointing lunch at a new restaurant, where the server needed more essential product knowledge about the menu items. This highlighted a significant oversig…

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#403: Loyalty360 Loyalty Live | Monique De La Rosa, Ansira 15:43

10d ago15:43

15:43

Send us a text Artificial intelligence (AI) and Machine Learning (ML) continue to be top of mind as marketers are leveraging AI and ML in a variety of ways to improve their customer loyalty programs and strategies. Integration of these technologies into day-to-day workflows is a challenge for many brands, especially when considering potential roadb…

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Tis the Season: Scaling-up for Consistently Memorable Holiday Experiences 4:17

15d ago4:17

4:17

In this episode, Dr. Michelli discusses strategies for businesses to manage the holiday shopping season, ensuring both temporary and permanent staff deliver consistent, high-quality customer experiences. As holiday shopping begins earlier each year and represents a substantial portion of annual revenues, it's crucial for companies to prepare their …

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Transforming Service into Experience: The Power of Personal Connection 4:06

22d ago4:06

4:06

In this episode, Dr. Michelli examines the profound impact of exceptional customer service that transitions into unforgettable customer experiences. He shares a compelling story from Capital One, where a simple customer service interaction was transformed into a memorable experience that resonated deeply with the customer. The story revolves around…

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The Truth About Customer Experience: It’s the Journey, Not Just the Touchpoints 4:11

29d ago4:11

4:11

In this episode, Dr. Michelli explores the nuanced insights from a pivotal Harvard Business Review article on customer experience management. He discusses how traditional transactional touchpoints may not fully capture the essence of customer engagement and can sometimes mislead businesses about their performance. The article highlights that organi…

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#402: Piada Italian Street Food Upgrades Customer Experience with Revamped Loyalty Program and Digital Ordering 22:32

1M ago22:32

22:32

Send us a text The philosophy “the customer is always right” drives many marketers to value client, patron, and guest feedback. Piada Italian Street Food, known for its fresh Italian-inspired menu, has steadily expanded since its founding in 2010, now operating in seven states with plans for continued growth. The brand has made it a priority to lis…

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It's Not Just Who You Know: Building Deeper Connections for Success 4:41

1M ago4:41

4:41

In this episode, Dr. Michelli delves into the art of relationship-building, challenging the traditional adage with a nuanced approach: “It’s not what you know OR who you know. It’s what you know ABOUT who you know and what they know about you.” He discusses the importance of not only forming connections but also deeply understanding and being under…

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#401: Royal Bank of Canada: Forming Strategic Partnerships and Receiving Recognition for Customer Loyalty Efforts 11:53

1M ago11:53

11:53

Send us a text When a large financial institution decides to enhance the construction of its customer loyalty program, it can be challenging. Yet repositioning a program in a highly competitive Canadian market where large coalition programs are inter-matched with traditional brand-based customer loyalty efforts can be even more daunting. One of the…

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#400: Loyalty360 Loyalty Live | Todd Hedberg, The Lacek Group 24:07

1M ago24:07

24:07

Send us a text Founded in 1993, The Lacek Group designs, builds, and maintains loyalty programs for top brands across the globe. As part of the Ogilvy network, the Lacek team converts disconnected tech stacks and processes into successful CRM programs powered by data-driven strategies. The company helps brands deliver relevant messaging at scale ac…

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The Success of Your Business Depends on a Single Question: How Do You Respond? 4:05

1M ago4:05

4:05

In this episode, Dr. Michelli explores the impact of leadership perspectives on customer experience, drawing from the philosophical views of Jean-Jacques Rousseau and Thomas Hobbes. He discusses how successful customer experience leaders, who see team members and customers as inherently good, tend to foster more positive and trusting environments t…

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#399: Church’s Texas Chicken: Launching the REAL REWARDS Program and Developing a True Omnichannel Experience 16:46

1M ago16:46

16:46

Send us a text Inspired by its San Antonio roots, Church’s Texas Chicken® has served flavorful fried chicken for over 72 years. Founded by George W. Church in a location across the street from the iconic Alamo, the restaurant was first known as Church’s Fried Chicken To-Go®. Today, there are 800 Church’s locations in the U.S., spanning 25 states pl…

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#398: Loyalty360 Loyalty Live | Caitlin Watson and David Shaw, WillowTree 22:46

1M ago22:46

22:46

Send us a text Founded in 2008, WillowTree was built on a heritage of mobile applications. While the company still engages in much of that work, it’s grown into other areas in support of brands, including strategy and consulting, data and artificial intelligence (AI), digital marketing, loyalty program design, and more. WillowTree works alongside b…

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#397: Carter’s: Engaging the Next Generation of Customers with Creative Campaigns and Conversations 23:02

2M ago23:02

23:02

Send us a text Founded by William Carter, children’s apparel retailer Carter’s is nearly a 165-year-old company that helps parents navigate parenthood. Today, the company operates more than 1,000 stores worldwide. Carter’s family of brands—including Carter’s, OshKosh B’gosh, Little Planet, and Skip Hop—are recognized across the globe and available …

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Customer Experience (CX) Day - Celebrating the Power of Partnership 5:15

2M ago5:15

5:15

In this episode, Dr. Michelli discusses his role as a visiting assistant professor of service excellence and announces the new Master of Science in Customer Experience program at Campbellsville University. He recounts his partnership with Dr. Joseph Hopkins, the university's president, which led to the development of this innovative degree program …

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#396: Hilton: A Growing Portfolio, Strategic Partnerships, and Digital Innovation Create a Better Customer Experience for Guests 27:02

2M ago27:02

27:02

Send us a text Hilton is a leading global hospitality company with 24 world-class brands for all guests’ stay needs at over 7,800 properties across 126 countries and territories. Through acquisitions that allow for more destination choices, technology innovations that make processes easier for guests, and brand partnerships that offer guests and Hi…

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#395: Paris Baguette: Rolling Out a New Rewards Program and Cultivating Emotional Loyalty by Spreading Joy 15:33

2M ago15:33

15:33

Send us a text Paris Baguette specializes in whole cakes, pastries, and breads, as well as artisan coffees, sandwiches, and other savory items. Globally, the brand has over 4,000 locations. In North America, the brand currently counts almost 200 locations. To learn about Paris Baguette’s recent changes to its loyalty program as part of a broader ef…

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Are you a Lovemark? The Journey to Becoming a Beloved Brand 4:25

2M ago4:25

4:25

In this episode, Dr. Michelli delves into the enchanting world of brand affection, discussing the phenomenon of weddings and receptions at unconventional venues like Starbucks, illustrating the concept of "lovemarks" defined by Kevin Roberts. These are brands that inspire loyalty beyond reason, evolving from mere trademarks into beloved fixtures in…

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#394: JOANN: Engaging the Next Generation of Creators and Launching the “JO-AND” Rebrand Campaign 16:35

2M ago16:35

16:35

Send us a text JOANN is an iconic 80-year-old brand that’s continued to succeed over the years by prioritizing relevancy with each new generation. JOANN operates approximately 850 stores in 49 states, and while the brand is the number one retailer in “all things fabric and sewing,” it also carries a large assortment of crafts, arts and crafts, and …

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#393: Edible Brands: Growing Emotional Loyalty by Giving Consumers Convenience and Quality 18:16

2M ago18:16

18:16

Send us a text Edible Brands was founded in 1999 by Tariq Farid, and the company has revolutionized the gifting industry by merging the innovation of a powerful e-commerce platform with locally owned brick-and-mortar locations worldwide. The brand’s expansive footprint and delivery network sets it apart. Edible can deliver to 80% of U.S. households…

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Defying Expectations - The Power of Vision, Purpose, and Dedication 4:14

2M ago4:14

4:14

In this episode, Dr. Michelli reflects on the remarkable journey of Ernie Andrus, a World War II Navy veteran who, at the age of 100, completed his second run across America. Dr. Michelli shares insights from his personal experience running alongside Ernie, exploring the deep lessons in determination, resilience, and purpose that Ernie's endeavors …

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#392: Harps Food Stores: Being “Live” in POS Transactions and Driving Increased Customer Engagement 16:43

2M ago16:43

16:43

Send us a text Harps Food Stores was founded in 1930 by Harvard and Floy Harp. Today, headquartered in Springdale, Arkansas, the grocery retailer counts 147 stores in six states, offering conventional to cost-plus formats. The company is the largest employee-owned company in the state. To gain more insight into today’s grocery retail industry while…

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What We're Seeing and Hearing: September 13, 2024 10:08

2M ago10:08

10:08

Send us a text What we are seeing and hearing for the week ending September 13th, 2024. Today we are going to discuss the top 8 challenges related to customer loyalty. Loyalty360 has the privilege of being in a unique space in the customer loyalty industry, we hear from the leading brands and technology companies as to the “state” of the industry. …

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Your Customers Are Changing Fast, Are You? 4:44

2M ago4:44

4:44

In this episode, Dr. Michelli examines Starbucks' evolution under Howard Schultz's leadership from a traditional coffee shop to a modern quick-service model dominated by mobile ordering and drive-thrus. Reflecting on his extensive experience as a consultant for Starbucks and his insights from authoring books about the company, he discusses how Star…

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#391: Loyalty360 Loyalty Live | Dr. J.R. Slubowski, Kobie 25:33

2M ago25:33

25:33

Send us a text Kobie provides robust solutions for its brand partners. Thoughtful design on the front end, coupled with extensible, configurable technology, leads to a seamless customer experience. The company takes a strategy-led, technology-enabled approach as it works to narrow down to what truly drives a consumer to be loyal at an emotional lev…

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Artificial Intelligence is NOT a Customer Experience Panacea: Beware the Privacy and Operational Pitfalls 4:01

3M ago4:01

4:01

In this episode, Dr. Michelli delves into the ethical and legal challenges associated with the use of AI and data analytics in customer service, highlighted by the ongoing lawsuit involving Patagonia and its use of Talkdesk's services. This case exemplifies the crucial need for transparency and customer consent in data practices, as it alleges that…

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Birds of Different Feathers SHOULD Flock Together: The Power of Strategic Partnerships for Sustainable Growth 4:32

3M ago4:32

4:32

In this episode, Dr. Michelli explores the intriguing partnership between Starbucks and Mercedes-Benz (two brands with which he's worked and written books about), focusing on their collaborative effort to expand electric vehicle (EV) charging facilities. This alliance aims to install high-power EV chargers at over 100 Starbucks locations along a ma…

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#390: David’s Bridal: Cultivating the Next Generation of Customers by Prioritizing Emotional Loyalty Efforts 20:29

3M ago20:29

20:29

Send us a text Emotional loyalty is one of the most important facets of customer loyalty. Understanding what drives it and being able to leverage it throughout all the brand touchpoints is important—and extremely challenging. David’s Bridal focuses on supporting the moments that matter to its customers. The brand endeavors to help customers enjoy t…

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What We're Seeing and Hearing: August 26, 2024 9:05

3M ago9:05

9:05

Send us a text In this week's Loyalty360 What We're Seeing and Hearing, we dive into the ongoing discussions and trends shaping the customer loyalty industry. Key topics include the importance of training and socialization within loyalty programs and the latest insights from our peer group discussions. Highlights: Training and Socialization: We exp…

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Where is Your Customer Experience Going?: Enhancing Customer Engagement through Journey Mapping 4:40

3M ago4:40

4:40

In this episode, Dr. Michelli delves into the critical importance of perspective in understanding customer interactions with products and services. He explores the concept of being too close to a process to assess it objectively, highlighting the need for businesses to step back and view their offerings through the eyes of their customers. Dr. Mich…

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Valued but Not Equal - A Case for Customer Segmentation 4:17

3M ago4:17

4:17

In this episode, Dr. Michelli addresses the nuanced reality that while customers may not always be right or contribute equally, they invariably pay the bills. He explores the diverse approaches of business leaders towards customer prioritization, echoing Peter Drucker's principle that businesses exist primarily to "create a customer," and through t…

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Walking Your Talk: Cultivating Authentic Customer Service (Part 2 of 2) 4:12

4M ago4:12

4:12

In this episode, Dr. Michelli delves deeper into the principles of authentic customer experiences, building on insights from his interactions and writings on legendary brands like Ritz-Carlton, Zappos, and Starbucks. He emphasizes the need for extraordinary customer service that consistently exceeds expectations through creativity, presence, kindne…

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