Summary

In this episode of the Customer Commerce Podcast, Jess and Mikel engage with Adam Posner, founder of The Point of Loyalty, to explore the intricate dynamics of customer loyalty. They discuss the concept of 'Joyalty Moments ‘of Magic and how brands can create meaningful connections with customers through unexpected moments of joy. 

Adam emphasizes that loyalty is not merely a program but an outcome defined by behavior, belief, and belonging. The conversation delves into the importance of empowering teams to foster loyalty and the future of loyalty in an increasingly AI-driven landscape, highlighting the need for human connection in customer interactions.

Takeaways

• Loyalty should be viewed as an outcome, not just a program.
• The three B's of loyalty are behavior, belief, and belonging.
• Empowering teams is crucial for effective loyalty strategies.
• Service recovery can turn a negative experience into loyalty.
• Human connection is vital in an AI-driven world.
• Brands need to continuously evolve their loyalty strategies.
• Educating and exciting teams about loyalty is essential.
• Loyalty is a holistic approach that involves the entire business.

Connect with Adam on LinkedIn

https://www.linkedin.com/in/adamposner/

Check out his Services:

https://thepointofloyalty.com.au/

Listen to his new Vlogcast:

https://www.youtube.com/@adamposner3459

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