सर्वश्रेष्ठ Customer Loyalty पॉडकास्टस (2025)

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Consistency Across Multi-Location Customer Service 4:20

2d ago4:20

4:20

In this episode, Dr. Joseph Michelli explores the crucial role of consistency in customer experience across multiple business locations, drawing on examples from renowned brands like Starbucks and The Ritz-Carlton Hotel Company. He outlines strategies for achieving uniformity in service quality, including standardizing training programs, leveraging…

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Leaders in Customer Loyalty: Brand Story | From Coffee to AI: Inside EG America's Bold Loyalty Overhaul 34:42

2d ago34:42

34:42

Send us a text EG 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 Jo…

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Elevating Luxury and Leadership Through Humanity: A Conversation about Honing the Human Edge with Edward Madywith Edward Mady 38:14

11d ago38:14

38:14

In this episode of The Customer Experience Bus, Dr. Joseph Michelli is joined by hospitality icon Edward Mady, author of Honing the Human Edge and former General Manager of The Beverly Hills Hotel. Together, they explore what it takes to lead with presence, build a culture of spirit, and empower teams to deliver once-in-a-lifetime experiences. Edwa…

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2025 State of Customer Loyalty: Year-Over-Year Insights from Industry Leaders 14:19

5d ago14:19

14:19

Send us a text How 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. 📉 Why did the number of brands planning loyalty program overha…

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Servant Leadership in Crisis Management 3:48

9d ago3:48

3:48

In this episode, Dr. Joseph Michelli delves into leadership during crises, sharing insights from his book "Stronger Through Adversity," based on conversations with over 140 leaders during the pandemic. He emphasizes the importance of frequent communication, prioritizing team well-being, and modeling calm and optimism. Leaders can navigate uncertain…

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Leaders in Customer Loyalty: Brand Story | How Merz Aesthetics Elevates Loyalty by Keeping it Simple, Rewarding, and Human-Centered 30:50

9d ago30:50

30:50

Send us a text For 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 experien…

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Leaders in Customer Loyalty: Industry Voices | Dr. JR Slubowski of Kobie on Emotional Loyalty, Harnessing Data and Creating Extreme Loyalists 24:48

11d ago24:48

24:48

Send us a text In 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 ex…

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Leaders in Customer Loyalty: Brand Stories | California Cool, Loyalty-Driven: Inside CPK’s Brand Rejuvenation 32:45

16d ago32:45

32:45

Send us a text California 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 bra…

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Building Trust as the Foundation for Customer Loyalty 4:25

16d ago4:25

4:25

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 chann…

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Leaders in Customer Loyalty: Industry Voices, Featuring Michelle Sequeira Yee, Vice President of Consulting, Bond Brand Loyalty 22:21

18d ago22:21

22:21

Send us a text As 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 expe…

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Leaders in Customer Loyalty: The CEO's Desk | 2025 Customer Loyalty Trends Uncovered Part 2 19:04

22d ago19:04

19:04

Send us a text Welcome 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. Wh…

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Designing “Wow” Moments in Customer Interactions 4:17

23d ago4:17

4:17

In this episode, Dr. Joseph Michelli discusses how micro-wows power customer service—those small, thoughtful gestures that significantly connect with customers. He explains how identifying customer pain points, personalizing interactions, and consistently delivering beyond expectations can turn everyday encounters into memorable experiences that en…

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Leaders in Customer Loyalty: Jessica Starnes on the Success of Weigel's’ My Weigel's Rewards Program 15:30

23d ago15:30

15:30

Send us a text In 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 locatio…

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Leaders in Customer Loyalty: The CEO's Desk 22:55

29d ago22:55

22:55

Send us a text 2025 Customer Loyalty Trends Uncovered Welcome to Leaders in Customer Loyalty: The CEO’s Desk, a Loyalty360 original 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 a…

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Empowering Employees to Deliver Superior Service 4:20

1M ago4:20

4:20

In this episode, Dr. Joseph Michelli explores the crucial role of employee empowerment in delivering exceptional customer service. He offers actionable strategies to foster a culture of trust and autonomy, enabling employees to make customer-focused decisions swiftly and confidently. By setting clear boundaries, providing necessary resources, and e…

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Lenovo’s Jamie Linville on Building Authentic Connections and Empowering Small Businesses through Evolve Small 30:17

1M ago30:17

30:17

Send us a text In an increasingly dynamic marketplace, the role of customer loyalty has evolved far beyond transactional relationships. Today’s leading brands understand that loyalty must be earned through authentic engagement, reciprocal value and experiences that resonate on both functional and emotional levels. Lenovo, a global technology powerh…

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Empathy as the Core of Servant Leadership 4:35

1M ago4:35

4:35

In this episode, Dr. Joseph Michelli delves into the transformative power of empathy in leadership. He outlines practical steps for leaders to genuinely connect with their teams, such as active listening, validating feelings without judgment, and demonstrating empathy through actions. Dr. Michelli emphasizes that empathy goes beyond mere understand…

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Creating Unforgettable Moments: How VIP Nation Builds Loyalty Through Emotional Experience 21:04

1M ago21:04

21:04

Send us a text For many fans, the first concert or professional sporting event they attend is more than just entertainment. It’s a core memory. It’s the roar of the crowd, the closeness of family, and the once-in-a-lifetime thrill of seeing a favorite artist or team live. Today’s consumers no longer settle for a faraway seat or generic experience; …

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Leaders in Customer Loyalty: Industry Voices Modernizing Loyalty with Insight, Flexibility, and Emotional Connection: A Conversation with Beth McCoy, President of CORA Loyalty 26:16

1M ago26:16

26:16

Send us a text Brands 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…

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The Role of Recognition in Building Employee Loyalty 2:56

1M ago2:56

2:56

In this episode, Dr. Joseph Michelli explores the critical role of employee recognition in fostering loyalty and retaining top talent. He emphasizes that effective recognition goes beyond generic praise, focusing on specific achievements that align with company values and encourage peer-to-peer recognition. Dr. Michelli discusses the importance of …

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Loyalty for Good: How AARP Rewards Drives Emotional Engagement and Meaningful ChangeUntitled Episode 22:47

1M ago22:47

22:47

Send us a text In the world of customer loyalty, few programs embody purpose as completely as AARP Rewards. More than a points-based platform, it’s a mission-driven engagement engine designed to empower people aged 50 and older to live better, healthier lives. By leveraging traditional loyalty mechanisms in non-traditional ways, AARP has built an e…

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Leaders in Customer Loyalty: Industry Voices Personalization at Scale: How Blings Is Transforming Customer Loyalty with Real-Time Video 21:13

2M ago21:13

21:13

Send us a text In an era of short attention spans and digital overload, traditional loyalty communications are increasingly falling flat. For Yosef Peterseil, COO and Co-Founder of Blings, the solution lies not just in better content, but in a more engaging medium altogether. "We're all in a video world. We're all on TikTok and YouTube and Netflix,…

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The Role of Emotional Intelligence in Team Cohesion 3:13

2M ago3:13

3:13

In this episode, Dr. Joseph Michelli delves into the pivotal role of emotional intelligence (EI) in leadership. He discusses how EI shapes influential leaders who do more than oversee tasks—they cultivate resilient and collaborative teams. Dr. Michelli highlights critical aspects of EI, such as self-awareness, empathy, adaptability, and conflict re…

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Noodles & Company Builds Loyalty by Honoring the Noodle—and the Customer 32:40

2M ago32:40

32:40

Send us a text For over three decades, Noodles & Company has served globally inspired noodle dishes with a side of comfort. But in today’s competitive and value-conscious quick-service landscape, staying relevant, and resonant, requires more than just a beloved bowl of pasta. For Executive Vice President of Marketing Steve Kennedy, long-term succes…

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Leaders in Customer Loyalty: Brand Stories | Cleveland Cavaliers Upping the Loyalty Game 28:59

2M ago28:59

28:59

Send us a text As one of the NBA’s most recognized franchises, the Cleveland Cavaliers are deeply woven into the cultural and civic fabric of their city. Behind the high-octane action on the court is a strategic and increasingly sophisticated approach to fan engagement powered by the Cavaliers Marketing team. Central to the marketing team’s success…

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The Art of Listening: Elevating Customer and Employee Experiences 2:53

2M ago2:53

2:53

In this episode, Dr. Joseph Michelli emphasizes the transformative power of listening in leadership and customer experience. He outlines essential techniques for leaders to enhance their listening skills, such as giving full attention, asking open-ended questions, and understanding the emotions behind the words. Michelli highlights how effective li…

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Leaders in Customer Loyalty: Industry Voices | Driving Loyalty with Purpose: A Conversation with Chris Jones of ITA Group 20:03

2M ago20:03

20:03

Send us a text In this episode of Leaders in Customer Loyalty: Industry Voices, Loyalty360 sits down with Chris Jones, Senior Vice President of Engagement Solutions at ITA Group, for a detailed discussion on the evolving strategies driving customer loyalty in today’s competitive landscape. With decades of experience spanning consumer products, fina…

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Leaders in Customer Loyalty: Brand Stories | Fleet Feet's Milestone Moment: How a Community-First Retailer Is Elevating Loyalty for the Long Run 22:27

2M ago22:27

22:27

Send us a text Health and wellness have become foundational to the modern lifestyle, with consumers redefining what fitness looks like shifting from traditional gym routines to more holistic and mobile-friendly approaches. Walking, hiking, cycling, and fitness-tracking apps are now integral parts of personal health journeys. This evolution has crea…

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Reimagining Empowerment: How Amazon One Medical Designs for Employees AND Customers 4:53

2M ago4:53

4:53

In this episode, Dr. Joseph Michelli shares how Amazon One Medical empowers its employees to deliver personalized, high-quality care—and how that empowerment translates into better customer experiences. Drawing from his latest book All Business Is Personal, Joseph explores how One Medical designs systems that reduce friction, trains for values and …

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Do you REALLY know what drives ORGANIZATIONAL & INDIVIDUAL Trust? Mark Slatin does! 31:21

2M ago31:21

31:21

SUMMARY In this conversation, Joseph Michelli and Mark Slatin explore the intricacies of customer experience (CX) and the pivotal role of trust in building effective relationships between organizations and their customers. Mark shares his journey in establishing Empowered CX and emphasizes the importance of trust as a dynamic and investable asset i…

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Petro-Canada Driving Loyalty Through Purpose, Partnerships, and Personalization 24:58

2M ago24:58

24:58

Send us a text In a highly competitive and commoditized fuel retail landscape, Petro-Canada, a Suncor business, is refining what customer loyalty looks like. Celebrating 50 years of serving Canadians coast to coast, the brand is leveraging deep insights, digital transformation, and purpose-driven partnerships to build emotional loyalty and maintain…

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Why Amazon One Medical Shows Us That All Business Is Personal 4:23

2M ago4:23

4:23

In this episode, Dr. Joseph Michelli explains how Amazon One Medical offers a blueprint for building loyalty and driving referrals through a profoundly human, tech-enabled approach to service. Drawing from insights in his new book All Business Is Personal, Joseph outlines how One Medical blends empathy with innovation, designing care experiences th…

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Leaders in Customer Loyalty Industry Voices: Maritz’s Mary Luckey on Reward Strategy, Personalization, and the Future of Loyalty 21:46

2M ago21:46

21:46

Send us a text For brands aiming to deepen engagement and create meaningful loyalty experiences, the traditional "earn and burn" model is no longer enough. In today’s Industry Voices, Mary Luckey, Reward Strategy Director at Maritz, shares her perspective on how loyalty programs must evolve to remain relevant — and why reward strategy is at the hea…

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Executive Spotlight: Tim Glomb, Wunderkind 18:06

3M ago18:06

18:06

Send us a text In this Executive Spotlight, Loyalty360 CEO Mark Johnson speaks with Tim Glomb, Head of Operational AI at Wunderkind. Glomb’s unconventional journey—from touring the world with platinum-selling rock bands to producing for MTV and now leading AI operations at a marketing technology powerhouse—offers a fresh, candid view on the future …

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Leaders in Customer Loyalty Brand Story: Virginia Lottery Bets Big on Customer Loyalty with Purpose-Driven Personalization 24:51

3M ago24:51

24:51

Send us a text In a category often rooted in tradition, the Virginia Lottery is proving that innovation in customer loyalty can thrive even in a highly regulated and complex environment. Under the leadership of Prudence Milligan, Senior Customer Strategy Manager, the Virginia Lottery has launched a forward-thinking, points-based loyalty program tha…

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Designing for Moments That Matter: What Amazon One Medical Teaches Us About Human-Centered Design 5:10

3M ago5:10

5:10

In this episode, Dr. Joseph Michelli explores what all industries can learn from Amazon One Medical’s approach to designing human-centered experiences. He highlights lessons from his book about One Medical, All Business is Personal. In it, Joseph explores why Amazon purchased One Medical for 4 billion dollars and how Amazon One Medical intentionall…

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Industry Voices: Accelerating Loyalty Through Mobile-First Engagement with Bambu’s Kyle Pretsch 33:41

3M ago33:41

33:41

Send us a text Brands are inundated with tools, touchpoints, and evolving consumer behaviors amid increasing economic uncertainty. In the current context the challenge isn't merely building loyalty, it’s operationalizing it at scale and speed. For Kyle Pretsch, President of Bambu, the solution starts with a fundamental shift in perspective: meet cu…

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When Things Go Wrong: Winning Customer Loyalty Through Service Recovery 3:33

3M ago3:33

3:33

In this episode, Dr. Joseph Michelli discusses the art of service recovery, drawing from his insights in "The New Gold Standard" and the exemplary practices of The Ritz-Carlton Hotel Company. He explains how effective recovery strategies can transform customer mishaps into opportunities for building loyalty and trust. Key tactics include swift ackn…

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Customer Loyalty पॉडकास्टस

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