พอดคาสท์ Customer Loyalty ชั้นนำ (2025)

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The Role of Emotional Intelligence in Exceptional Leadership 3:21

10h ago3:21

3:21

In this episode, Dr. Joseph Michelli explores how leaders can harness emotional intelligence (EI) to enhance their effectiveness and influence. He emphasizes the importance of self-awareness, self-regulation, and empathy in building team trust and loyalty. By practicing clear and empathetic communication and adapting to change, leaders with high EI…

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First Tech's Commitment to Innovation and Customer Loyalty: An Exclusive Interview with Mairi Burns 32:22

16h ago32:22

32:22

Send us a text First Tech Federal Credit Union has a long-standing history of serving individuals in the tech industry, providing financial services tailored to their unique needs. In a recent interview, Mairi Burns, Vice President of Brand Marketing at First Tech, discussed the organization’s strategic vision, customer loyalty initiatives, and the…

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The Art of Building Enduring Relationships! 30:35

17h ago30:35

30:35

In this episode of the Customer Experience Bus podcast, Joseph Michelli welcomes Dana Klein, the CEO and founder of Klein Strategies, to explore how brands can build lasting relationships with customers through empathetic engagement and elevated service. Dana shares valuable insights into designing seamless customer journeys, tackling service break…

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Leaders in Customer Loyalty: Executive Spotlight Featuring Don Smith, Chief Consulting Officer, Capillary 42:30

6d ago42:30

42:30

Send us a text In this edition of Loyalty360’s Executive Spotlight, we speak with Don Smith, Chief Consulting Officer at Capillary Technologies. With nearly two decades of experience at Brierley, now part of Capillary, Don offers unique insight into the evolving loyalty landscape — from program design and advanced analytics to the role of AI-driven…

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The Long Game: Building Sustainable Customer Loyalty 3:33

8d ago3:33

3:33

In this episode, Dr. Joseph Michelli discusses the importance of building customer loyalty for sustainable business success. He outlines effective strategies such as consistently delivering reliable service, engaging customers beyond transactions, and creating emotional connections through gestures like surprise and delight—a concept he explored in…

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Leaders in Customer Loyalty: Brand Stories | How Applebee’s Date Night Pass is Redefining Romantic Dining 25:55

8d ago25:55

25:55

Send us a text For many, Applebee’s is more than just your neighborhood bar and grill, it’s a place where lifelong memories are made. Whether it’s a first date, a post-game meal with teammates, or a family gathering, the brand has fostered deep emotional connections with its guests for generations. By focusing on personalization, relevance, and emp…

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Leaders in Customer Loyalty: Industry Voices Featuring Mladen Vladic, Head of Products and Services for Loyalty at FIS 29:01

10d ago29:01

29:01

Send us a text Loyalty programs are undergoing a transformation, driven by shifting consumer expectations, technological advancements, and an increased focus on delivering real value. As brands navigate this evolving landscape, they’re making bold moves to refine, reinvent, and, in some cases, completely overhaul their loyalty strategies. In this i…

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Leaders in Customer Loyalty: Executive Spotlight featuring Aly Blawat, Senior Director of Customer Strategy at Blain’s Farm and Fleet 32:42

13d ago32:42

32:42

Send us a text Welcome to another Leaders in Customer Loyalty: Executive Spotlight, where we bring you insights from top executives driving innovation and excellence in customer engagement. Today, we’re thrilled to feature Aly Blawat, Senior Director of Customer Strategy at Blain’s Farm and Fleet. She is a seasoned leader in customer loyalty and th…

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Empathy: The Heart of Exceptional Leadership 3:22

11d ago3:22

3:22

In this episode, Dr. Joseph Michelli delves into the essential role of empathy in effective leadership. He shares practical tips for cultivating empathy, such as practicing active listening and understanding before acting and leading with compassion to build trust and inspire loyalty among teams and customers. Dr. Michelli explains how tailoring le…

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Setting Sail with Loyalty: How Cruises.com Rewards is Charting a New Course in Cruise Industry Engagement 17:57

15d ago17:57

17:57

Send us a text Cruises.com has unveiled Cruises.com Rewards, the cruise industry’s first points-based loyalty program, offering travelers the flexibility to earn and redeem points on any cruise booked through their platform. This loyalty program is unique as it enables cruisers to immediately redeem their points for onboard credit, cash back, merch…

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Leaders in Customer Loyalty: Industry Voices Featuring Alexa Pak from Talon.One 15:08

17d ago15:08

15:08

Send us a text As part of the Leaders in Customer Loyalty: Industry Voices series, we had the opportunity to speak with Alexa Pak, Customer Success Lead of EMEA at Talon.One. Pak brings extensive expertise in helping brands enhance their loyalty programs through strategic innovation and personalization. In this discussion, she shares her insights o…

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Leaders in Customer Loyalty Executive Spotlight: Amy Barnett, Vice President of Digital Experience and Loyalty at Cracker Barrel 40:54

20d ago40:54

40:54

Send us a text In our first Executive Spotlight of the year Loyalty360 CEO Mark Johnson dives into an energizing conversation with Amy Barnett, the Vice President of Digital Experience and Loyalty at Cracker Barrel, as part of the Leaders in Customer Loyalty Series. From spearheading a loyalty program that now drives 30% of Cracker Barrel’s sales t…

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Building Loyalty Beyond Transactions: The Power of Shared Values 3:23

21d ago3:23

3:23

In this episode, Dr. Joseph Michelli discusses how brands like The Ritz-Carlton and Zappos cultivate customer loyalty through shared values and emotional connections. He emphasizes the importance of defining and living your brand’s core values, showcasing authenticity, and engaging customers meaningfully to align deeply with their values and needs.…

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Loyalty Beyond the Cart: How United Supermarkets Gamifies Wellness and Engagement 30:58

22d ago30:58

30:58

Send us a text Customer loyalty in the grocery industry is no longer just about discounts and rewards points. It is about creating meaningful connections and offering tangible value in ways that truly resonate. United Supermarkets has embraced this shift by blending gamification, digital engagement, and health-focused initiatives to drive deeper cu…

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Leaders in Customer Loyalty: Industry Voices: Don Smith, Chief Consulting Officer at Capillary 36:16

24d ago36:16

36:16

Send us a text Loyalty programs have evolved far beyond simple points and rewards. In an era where consumers expect hyper-personalized experiences and seamless omnichannel interactions, brands must rethink how they engage and retain customers. From leveraging AI to recalibrating business models, staying ahead requires both innovation and strategic …

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Refunds, Repurchases and Returning Customers! 30:44

24d ago30:44

30:44

In this episode of the Customer Experience Bus, Dr. Joseph Michelli sits down with Lindsay Igoe (Head of Experience and Brand Strategy at Reshop) to explore a critical yet often overlooked aspect of online shopping—handling returns and optimizing the post-transaction experience. While businesses focus heavily on attracting and converting customers,…

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How AI Enhances Customer Experience Without Losing the Human Touch 4:05

28d ago4:05

4:05

In this episode, Dr. Joseph Michelli explores the critical balance between artificial intelligence (AI) and human interaction within customer experience strategies. Drawing from his consultancy with prominent customer-focused brands like Zappos and Mercedes-Benz, Dr. Michelli shares actionable insights on how businesses can leverage AI for efficien…

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Navigating the Talent War: How to Attract Top Talent in a Competitive Landscape 3:32

1M ago3:32

3:32

In this episode, Dr. Joseph Michelli delves into the modern challenges of attracting and retaining top talent, drawing on his extensive experience with companies renowned for their people-first cultures, such as Zappos and Mercedes-Benz. He outlines effective strategies for building a purpose-driven workplace, enhancing employee experience, and mai…

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How HTeaO is Brewing Emotional Loyalty Through an Elevated Iced Tea Experience 29:50

1M ago29:50

29:50

Send us a text In a beverage industry dominated by coffee culture, iced tea is making a bold statement, thanks to HTeaO. The rapidly growing franchise has transformed a traditionally home-brewed beverage into a sought-after, in-store experience that fosters both emotional and transactional loyalty. We recently sat down with Heath Nielsen, President…

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The Role of Emotional Intelligence in Leadership 3:51

1M ago3:51

3:51

In this episode, Dr. Joseph Michelli explores emotional intelligence's (EI) crucial role in leadership, drawing on his insights gained while consulting for high-profile companies like Ritz-Carlton and Mercedes-Benz. He shares how leaders can enhance their self-awareness, regulate reactions, and foster open communication, which collectively builds a…

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Pizza, Play, and a Fun Pass: How Chuck E. Cheese is Winning Hearts and Wallets 24:52

1M ago24:52

24:52

Send us a text Chuck E. Cheese has been a household name in family entertainment for nearly five decades. With 560 locations across 17 countries, the brand has entertained families with children ages 2 to 12 through its unique blend of games, pizza, and birthday celebrations. However, as consumer preferences and economic challenges have shifted, Ch…

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Loyalty Live: Key Customer Loyalty Trends with Phaedon’s Katie Berndt 20:52

1M ago20:52

20:52

Send us a text Loyalty is no longer just about points and perks. It is about creating authentic connections and experiences that resonate. In this edition of Loyalty Live, we spoke with Katie Berndt, Vice President of Strategy, Research, and Insights at Phaedon, to uncover the biggest trends in customer loyalty and how brands can rise to meet them.…

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Sustainable Growth: Balancing Expansion and Excellence 3:44

2M ago3:44

3:44

In this episode, Dr. Joseph Michelli discusses the principles of sustainable growth, drawing on his experiences with leading companies like The Ritz-Carlton Hotel Company and Zappos. He emphasizes the importance of scaling wisely—not just quickly—by staying grounded in core values, investing in people, and meticulously planning for scalability. Dr.…

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Loyalty Live: Bounteous’ Ellen Green on Partnerships, Gamification, and Emotional Loyalty in 2025 17:23

2M ago17:23

17:23

Send us a text Brands are constantly exploring innovative ways to engage their audiences and stand out in a crowded marketplace. From leveraging partnerships to gamifying experiences, the loyalty strategies shaping 2025 are redefining how brands connect with their customers on a deeper, more meaningful level. In this edition of Loyalty Live, Loyalt…

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The Loyalty Equation: How to Turn Transactions Into Advocacy 3:44

2M ago3:44

3:44

In this episode, Dr. Joseph Michelli discusses the profound importance of cultivating customer loyalty in today’s competitive business environment. Drawing on his experiences with companies like Starbucks and Airbnb, he highlights that true loyalty extends beyond repeat business—it involves transforming customers into brand advocates who actively p…

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Daring to Be Different: How True Religion Builds Authentic Customer Loyalty 32:06

2M ago32:06

32:06

Send us a text When a brand like True Religion—famous for its bold urban casualwear and iconic denim—reimagines its customer loyalty program, it’s more than a refresh. It’s a statement. Under the leadership of Kristen D’Arcy, the brand’s first-ever Chief Marketing Officer, True Religion’s loyalty program has undergone a transformation that has alre…

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Loyalty Live: CataBoom’s Aaron Lobliner on Gamification, Personalization, and Driving Loyalty in 2025 23:12

2M ago23:12

23:12

Send us a text Brands today face a growing challenge: how to keep loyalty programs engaging and relevant in a market filled with similar offerings. As customers demand more tailored experiences and meaningful interactions, the loyalty landscape is shifting toward smarter integrations, innovative technology, and creative strategies. In this edition …

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The AI Advantage in Customer Experience: Balancing Automation and Empathy 4:15

2M ago4:15

4:15

In this episode, Dr. Joseph Michelli explores the critical role of artificial intelligence (AI) in enhancing customer experience while emphasizing the importance of preserving human connections. He discusses how AI can streamline operations and personalize customer interactions but warns against allowing it to replace genuine human empathy. The epi…

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From Collectors to Community: How Upper Deck Is Driving Fan Engagement 16:04

2M ago16:04

16:04

Send us a text Loyalty360 recently spoke with Paul Nguyen, Senior Marketing Manager at Upper Deck, a leading brand in the trading card and memorabilia industry. Paul shared valuable insights into Upper Deck’s approach to customer loyalty, particularly through their innovative My MVP 2024 promotion. This program highlights the importance of fan enga…

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Loyalty Live | Personalization Without Compromise: Exploring Wunderkind’s Role in the Future of Marketing 29:01

2M ago29:01

29:01

Send us a text As marketing, and the technologies powering it, are becoming increasingly complex, brands that are striving to connect with customers on a deeper level must navigate emerging challenges like anonymous website traffic and fragmented data. To stand out, companies must embrace advancements that enhance personalization and drive loyalty …

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Loyalty360 Executive Spotlight: John Sellers, Bank of America 21:11

2M ago21:11

21:11

Send us a text Loyalty360 had the pleasure of speaking with John Sellers, Head of Rewards at Bank of America and 2024 Loyalty Expo Champion of Customer Loyalty honoree. Bank of America’s Preferred Rewards program boasts 11 million members and leverages technology and engaged associates to provide personalized value. Mark Johnson, CEO of Loyalty360,…

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Customer Experience Predictions for 2025: Insights from the Field 6:11

2M ago6:11

6:11

In this episode, Dr. Joseph Michelli discusses critical customer experience trends for 2025, leveraging his expertise as a consultant, author, and professor of service excellence. He predicts that AI will evolve from an assistant to orchestrating customer journeys, focusing on the integration of efficiency and personalized care. Dr. Michelli also f…

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Navigating Gen Z's Expectations: Fat Brands' Digital Strategy for the Mobile-First Consumer 27:36

2M ago27:36

27:36

Send us a text As the digital experience becomes a bigger and bigger part of a buyer’s journey, brands must quickly adapt to meet the evolving preferences of their customers. Nowhere is this truer than with Gen Z, a generation that expects seamless, personalized, and mobile-first experiences. Fat Brands, a global leader in franchising with over 2,3…

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Merry Christmas and Prosperous 2025! 1:14

3M ago1:14

1:14

In this episode, Dr. Joseph Michelli takes a moment to express his gratitude and share plans for the upcoming year. He announces a brief hiatus to enjoy the holiday season and reveals exciting content awaiting listeners in January, including discussions on the latest customer experience and leadership trends for 2025. Additionally, Dr. Michelli tea…

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A Love Story: David's Bridal's Diamond Loyalty Program 27:04

3M ago27:04

27:04

Send us a text David’s Bridal stands as a powerhouse in the bridal retail market, with one out of every three brides in the United States walking down the aisle in one of their gowns. Kelly Cook, President of Brand Technology and Finance at David’s Bridal, explains that this prominent position not only fuels their dedication to brides but also thei…

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Scoops of Success: Häagen-Dazs’ Refreshed Approach to Loyalty 19:05

3M ago19:05

19:05

Send us a text Memorable experiences are a key part of creating lasting customer relationships, and Häagen-Dazs Shops are taking steps to enhance its approach. In this conversation with Maya Pocock, Brand Marketing leader for Häagen-Dazs Shops, Loyalty360 CEO Mark Johnson gets the inside scoop into how the iconic ice cream brand is building loyalty…

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Wrapping Up the Year Strong: Strategies for Thriving During the Holiday Season 3:29

3M ago3:29

3:29

In this episode, Dr. Michelli shares ten invaluable tips to help businesses thrive during the intense holiday season, drawn from his extensive experience with companies like Godiva Chocolatier. As the countdown to Christmas begins, he emphasizes the importance of maintaining a balance between efficiency and the human touch in customer service. Dr. …

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