This week, Jess and Mikel sit down with Anna Samkova, founder of Albany Advisory and a sharp voice in customer strategy.

Together, they unpack why most loyalty programs miss the mark, how to put the customer back at the center, and the power of asking the right questions before building anything.

Anna also shares how showing up consistently on LinkedIn transformed her reach, and why the best loyalty comes from real human connection, not discount codes.

Takeaways:

• Loyalty starts with listening, not assumptions

• ‘Surprise and Delight’ strategies can drive real engagement

• Friction moments are where loyalty is earned

• Empower your customer service team to actually solve problems

• Know your customer metrics—or risk losing them

Follow Anna: LinkedIn
Learn more: albanyadvisory.com.au

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