Loyalty360 is the association for customer loyalty. We bring together the best loyalty-focused professionals from technology and service suppliers and brands under one roof. Through Loyalty360, these professionals find invaluable resources, networking opportunities and guidance provided by internal thought leaders and brands/suppliers on the cutting edge of customer loyalty.
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Customer Experience University - Winning Loyalty & Engagement One Customer at a Time
Dr. Joseph A. Michelli
New York Times #1 bestselling author, Joseph Michelli, Ph.D., shares customer experience, leadership, and business insights from Mercedes-Benz, Starbucks, Ritz-Carlton, Zappos, Pike Place Fish, and many more. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide keynote and workshop presentations, short-term and extended consulting services, and bestselling books to meet your needs.
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FAB! Funnels, Ads & Bots... Growing businesses with customer acquisition and retention strategies THAT WORK! Talking Chatbots, Facebook Ads, Funnels & Digital Loyalty Programs using Mobile Wallet.
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Loyalty programs are great ways to increase sales. It costs up to three times more money to acquire new customers than it does to sell something to an existing customer. Other resources pin this number anywhere from four to 10 times more. However, any way that you slice it, acquiring new customers is expensive
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Hop on the bus with Joseph Michelli, Ph.D. (Customer Experience Professional, New York Times #1 Bestselling Author and Business Consultant). Joseph and his business-savvy guests provide a rollicking, wisdom-rich ride to customer experience excellence.
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eCommerce Fastlane – A Shopify Store Podcast. Get Insights To Profitably Grow Revenue And Scale Lifetime Customer Loyalty.
Steve Hutt | Shopify Expert and eCommerce Expert
My name is Steve Hutt, and I host the eCommerce Fastlane, a podcast that one anonymous reviewer called, "Impressive level of content that is accessible for beginners, but even more rewarding for deep e-commerce experts who want to get into the weeds of marketing & operations and translate these strategies into actions." At eCommerce Fastlane, I aim to provide you with the resources and source of truth for e-commerce growth and marketing education, specifically focusing on brands powered by S ...
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Lowe’s Home Improvement: A Tiered Rewards Program Designed To Engage DIYers and Attract Millennials
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From its humble beginnings as a hardware store in a small North Carolina town, Lowe’s grew to become one of the largest home improvement retailers in the world. The company counts nearly 300K associates, encompassing 1,700+ home improvement and outlet stores in the U.S. With more than 16M customer transactions every week, the brand celebrated $86.4…
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Scaling Your Business with Customer Magic - Part 2
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This episode continues entrepreneurial lessons derived from Macquarie Technology Group's founders, David and Aidan Tudehope. It looks at the crucial role trust and shared values play in creating a transformative business culture. The episode examines how the Tudehope brothers built a solid foundation of trust, emphasizing transparency and consisten…
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From Amazon To TikTok Shop: Expanding Your Ecommerce Horizons With Neil Twa Of Voltage DM
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Welcome to another episode of eCommerce Fastlane. Today, we're sitting down with Neil Twa, the Co-Founder and CEO of Voltage DM. Reach out to us! We welcome questions and comments about this episode. Connect with us here or through our socials — your feedback is always welcome. Twitter LinkedIn Facebook For more ecommerce, marketing, and growth str…
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Scaling Your Business with Customer Magic - Part 1
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This episode highlights the journey of David and Aidan Tudehope, the co-founders of Macquarie Technology Group. Their story mirrors the David and Goliath narrative, taking on a well-entrenched telecom giant with a visionary approach that brought change to an industry accustomed to the status quo. The episode reveals how the Tudehope brothers, drive…
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The Future Of Generative AI Chatbots In Ecommerce With Ashu Dubey Of Gleen AI
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Welcome back to eCommerce Fastlane, the go-to podcast guiding you through the twists and turns of digital retail. I’m your host, Steve Hutt, and today we've got a thrilling episode lined up for you! Joining us in the fast lane is Ashu Dubey, CEO and co-founder of Glean AI, an incredible generative AI platform that’s making waves in the ecommerce wo…
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The Magic of Customer -Centricity: Unveiling the Secrets of a Transformative Underdog
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This episode introduces the Macquarie Technology Group, a company that is the focus of Joseph's new book Customer Magic - which is available in ebook and audiobook format and can be pre-ordered NOW for print release on May 28th. Listeners will explore Macquarie's holistic business model, which seamlessly integrates various business units such as Te…
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From Unknown Visitor to Loyal Customer: Littledata’s Conversion Strategies With Ed Upton
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Welcome to another episode of eCommerce Fastlane. Today, we're sitting down with Ed Upton, the Co-Founder and CEO of Littledata, a company carving a path through the "cookie apocalypse" and leading the charge in accurate, first-party data analytics. Currently, third-party cookies have declined, and user privacy has gained prominence. As a result, e…
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Navigating Growth and Innovation: Insights for Your Business
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This episode offers an exploration of the strategies for business growth and expansion, informed by experiences with Starbucks and Dr. Michelli's two books about the company (The Starbucks Experience and Leading the Starbucks Way). It outlines how to prioritize customer accessibility by venturing into new channels and platforms. Joseph also encoura…
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The Ultimate Partner For Ecommerce Brands Navigating Asian Supplier Evaluation With Clara Chen Of V-Trust
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Welcome to another episode of eCommerce Fastlane. We sat down with Clara Chen, Customer Service Director of V-Trust. We discussed the world of quality control and supplier evaluation in Asia. V-Trust specializes in services like pre-shipment inspection, production monitoring, and factory audits to ensure direct to consumer brands receive high-quali…
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Nimstrata's Secret To A 38% Conversion Boost With Google Cloud Integration With Sebastian Hooker
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Welcome to another episode of eCommerce Fastlane. Today, we sat down with Sebastian Hooker, the co-founder and CEO of Nimstrata. In this episode, we're taking a closer look at how Nimstrata is transforming the landscape of product discovery with its advanced app blocks and seamless Shopify integration. If AI-driven merchandising and smooth search c…
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Injecting Fun into Your Business Culture: A Lesson from Zappos
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This episode discusses the integration of fun into the workplace, inspired by Zappos' random acts of fun and weirdness. It explores how workplace play can enhance creativity, productivity, and morale, drawing from principles outlined in "The Zappos Experience." and shared in this short video. Listeners will learn how to weave playfulness into daily…
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Loyalty Live: TCS on Leveraging Customer Data Platforms in Support of Loyalty Program Efforts
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As brand marketers seek to comprehensively understand and use the customer data they’ve collected, one of the first considerations centers on integrating a customer data platform (CDP) into their martech stack or better leveraging the one already in place. While a CDP houses disparate data gathered by various technologies used in an organization, u…
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The Coca-Cola Company: Brand Refreshes Global Campaign Leveraging AI and Social Media
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The Coca-Cola Company’s global initiative, the ‘Best Coke Ever?’ debate, is using artificial intelligence (AI) to create a truly unique experience for consumers and Coca-Cola fans. One of the key elements in the campaign includes allowing Coke Zero Sugar to “speak for itself” to engage consumers through visual and auditory experiences. Partnerships…
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Elevating Customer Service: A Guide for Business Leaders & Managers
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In this episode, listeners gain insights into two companies' contrasting customer service experiences. The installment highlights the Customer Loyalty Team (CLT) approach at Zappos and how that team takes the following steps: 1) Initial greeting, 2) Personal Emotional Connection (PEC), 3) Comprehensive service, 4) Accurate information exchange, and…
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Navigating A Cookie-Less World: Future-Proof Your Ecommerce Strategy With Ben Zettler Of Zettler Digital
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Welcome to another episode of eCommerce Fastlane. Today, we're sitting down with Ben Zettler, the founder and CEO of Zettler Digital, to discuss current digital marketing strategies and tactics that are effective for DTC brands. Ben, an expert with Klaviyo, will share insights on building brands and enhancing customer engagement. We'll talk about l…
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Loyalty360 Loyalty Live | Patricia Camden and Michael Anders, EY
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As today’s brands continue to seek ways to improve their customer loyalty programs, marketers and loyalty professionals are challenged to provide enhanced experiences and authentic personalization that can lead to greater brand affinity. Emotional loyalty is not built overnight; brands must commit to knowing their customers and preferences, leverag…
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Melting Pot: Inspiring and Cultivating Emotional Loyalty with Customers
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The first Melting Pot restaurant, established in 1975 by businessmen Bruce Knoechel and Roy Nelson in Maitland, FL, offered a simple menu of only three items — Swiss cheese fondue, beef fondue, and a chocolate fondue dessert. In 1979, with the support of two siblings, Melting Pot employee Mark Johnston opened another location in Tallahassee, follow…
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Maximizing Customer Loyalty: Lessons from the Tech Industry's Best
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In this episode, Dr. Michelli explores the essential elements of customer loyalty, drawing lessons from industry leaders Apple, Intel, and Alphabet (Google). He examines the strategies these tech behemoths employ to cultivate and maintain strong customer relationships. This installment highlights the importance of leveraging social media to build a…
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CVS Pharmacy: Evolving Customer Loyalty Programs and Creating a More Convenient Customer Experience
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In 1963, Consumer Value Stores was founded in Lowell, MA, providing customers with health and beauty products. The company name changed to CVS by the end of its first year in business, and by 1967, pharmacies began to appear within its stores. The brand focused on healthcare, and huge growth followed through multiple acquisitions and the establishm…
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Loyalty360 Loyalty Live | Mladen Vladic, FIS
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Mark Johnson, CEO of Loyalty360, spoke with Mladen Vladic, General Manager, FIS Loyalty Engagement Solutions, about looking at the holistic enterprise value of the consumer, the value in looking inside the organization to determine friction at touchpoints, and the challenges and opportunities in customer loyalty in the year ahead.…
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The Unexpected Hero In Ecommerce: Noibu's Game-Changing Error Fixing Platform With Dan Wardle
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Welcome back to another insightful episode of eCommerce Fastlane, your pitstop for learning, growing, and thriving in the fast-paced world of online retail. I'm your host, Steve Hutt, and as always, thank you for tuning in. Today, in episode 322, we'll be diving deep into the high-stakes universe of eCommerce optimization with a very special guest.…
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How to Building Customer Loyalty Through Service Recovery
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This episode offers a pragmatic approach to navigating service breakdowns. Dr. Joseph Michelli acknowledges that even the most customer-focused organizations can face service challenges. Rather than striving for unattainable perfection, the episode pivots to managing and transforming these breakdowns into opportunities for enhanced customer loyalty…
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Loyalty360 Loyalty Live | Terry O’Neil, Citi Retail Services
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Customer expectations continue to evolve, and when considering a purchase — a big ticket item or even a smaller one — they often look for flexibility in payment options. Merchants and retailers operate in an increasingly competitive space, seeking to create a better customer experience to win greater loyalty and frequency while also increasing sale…
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Dream To Domain: The Strategic Acquisition And Growth Of Couch.com With Alex Back
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Welcome to another episode of eCommerce Fastlane! In today's episode, we sit down with Alex Back, the CEO and founder of Couch.com, to unravel his entrepreneurial journey and the fascinating story behind acquiring the Couch.com domain. Join us as we unpack into the intricacies of the online furniture market and discover how Couch.com has positioned…
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Bob Evans: Cultivating Emotional Loyalty by Making Customers Feel Recognized and Special
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Mark Johnson, CEO of Loyalty360, spoke with Bob Holtcamp, President and CMO at Bob Evans, about leveraging a new AI-driven loyalty-and-offer solution, merging marketing and IT leadership, and making customers feel recognized and important.Av Loyalty360
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Are You Glocal?: How to Balance Brand Consistency with Community Connection
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In this episode, Dr. Joseph Michelli discusses the concept of 'glocalization,' a strategy that combines global brand consistency with local relevancy. The podcast shares insights from working with Howard Schultz and Starbucks, illustrating the evolution of Starbucks from a uniform store design to a more locally integrated approach. The narrative ex…
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The Profit-Boosting Power Of Claiming Refunds On Late Deliveries With Matt Lessard Of Buster Fetcher
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In this episode of eCommerce Fastlane, Steve Hutt sits down with Matt Lessard, co-founder of Buster Fetcher, to dive deep into the world of logistics and how brands are claiming refunds for late package deliveries. Matt shares insights into Buster Fetcher's solutions for automating the process of claiming refunds and discusses the importance of hol…
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Loyalty360 Loyalty Live | Kim Welther, Baesman
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Mark Johnson, CEO of Loyalty360, spoke with Kim Welther, Vice President, CRM & Loyalty for Baesman, about the challenges and opportunities in the year ahead, including defining and measuring success, metrics to consider, and what it takes to stand out in a crowd.Av Loyalty360
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Cultivating Passion and Purpose: The Power of Rituals in Business
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In this episode, listeners get an inside look at operational excellence that separates thriving businesses from competitors. The focus is on how leaders manage to streamline daily operations efficiently, allowing them to foster a culture of passion for products, services, and the customer experience within their teams. This approach is exemplified …
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Loyalty360 Loyalty Live | Laura Miller and Martha Cohen, Kobie
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Mark Johnson, CEO of Loyalty360, spoke with Laura Miller, SVP of Strategic Services, and Martha Cohen, Vice President, Client Services at Kobie, about leveraging artificial intelligence (AI) to reduce pain points, breaking down organizational silos to build better programs, and challenges in customer loyalty.…
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Create a Zappified Customer Experience - 5 Service Steps Courtesy of Zappos
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In this episode, Dr. Joseph Michelli explores the transformative customer service approach of Zappos, as detailed in his book The Zappos Experience: 5 Principles to Engage, Inspire, and WOW. The episode delves into the unique experience template Zappos utilizes to drive engaging customer interactions, a model that has positioned Zappos as a benchma…
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Loyalty360 Loyalty Live | Jill Moser, Mastercard
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Mark Johnson, CEO of Loyalty360, spoke with Jill Moser, SVP of Global Offers at Mastercard, about what will impact loyalty in 2024, how brands should approach building relationships, and why offering customers choice is imperative to remain competitive in the loyalty space.Av Loyalty360
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Hooters: Customer Engagement, Brand Partnerships, and the Role of Today’s CMO
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Hooters is a globally iconic, image-based, casual dining restaurant brand founded in 1983 in Clearwater, FL. The company consists of nearly 370 stores in total, which include domestic and international franchisees. The brand’s footprint counts 42 states in the U.S. and 29 countries and endeavors to serve great food in a fun environment. Hooters’ ta…
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Silo Busting Your Way to Customer Loyalty and Referrals
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In this episode" Dr. Joseph Michelli tackles the pervasive issue of organizational silos and their impact on customer experience. The podcast draws from a Gartner article and Michelli's own observations, offering a comprehensive analysis of how internal departmental divisions can create friction in customer interactions. Highlighting increased cust…
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Loyalty360 Loyalty Live | Don Smith, Brierley – Capillary
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Mark Johnson, CEO of Loyalty360, spoke with Don Smith, EVP, Chief Consulting Officer at Brierley, about defining and measuring success, trends Brierley notes for 2024, and what generative AI means for brands.Av Loyalty360
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Shopify Growth Secrets: Leveraging Intelligent Demand Planning For Success With Bahadır Efeoğlu From Fabrikator
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Thriving with Shopify: Fabrikator Hosted on Acast. See acast.com/privacy for more information.
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Customer Care vs. Speed of Service: Finding the Right Balance
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In this episode, Dr. Joseph Michelli introduces listeners to 'Service Velocity.' This innovative approach to customer service is contrasted with the traditional notion of 'Service Speed.' Dr. Michelli, drawing from his book The Zappos Experience – 5 Principles to Inspire, Engage, and Wow, dissects the idea that quality in service delivery ultimatel…
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