Episode 10:Building Loyalty Via Social Engagement With Alaska Airlines

January 25, 2021 / With Michael Roy / 33:49

“How many times do guests have a one-on-one experience with a large brand? It’s very rare, so we take this as our opportunity to allow those one-on-one connections to be formed, and we believe this is what will create loyalty…

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Episode 09:Developing Connections Through Brand Storytelling

January 18, 2021 / With Melissa Grego / 37:00

“(Stories are) how we understand the world and our experience — and how we learn in a lot of ways — I think we can all agree that there’s vast opportunity to learn more, better, and in different ways.” –…

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Episode 08:How Behavioral Data Can Unlock Hidden Opportunities

January 11, 2021 / With Reggie Wideman / 32:22

“One day, I’m a purchaser — I just want to buy my thing — the next day, I could be looking at things, worried about, ‘should I be spending this money, because I might lose my job’ — I’m a…

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Episode 7:Creating True Value Through Purpose-Driven Leadership

January 4, 2021 / With Mory Fontanez / 32:14

“You cannot resist what is authentic. You cannot resist what is purposeful. And as a customer, you want that — you want a piece of that in your life to give you a little bit of that feeling. And that is a new kind…

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Episode 6:The Origins of Brand Advocacy With Legendary Comics

December 28, 2020 / With Jann Jones / 32:57

“We want to have an authentic communication with these fans. We have been these fans. We are these fans. For me, it’s about growing up and not seeing my face represented in what media was and having this opportunity to…

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Episode 5:Crafting Brand Communities & Fostering Meaningful Engagement

December 21, 2020 / With Carrie Melissa Jones / 33:42

“Empty engagement is just engagement for engagement’s sake. And unfortunately, we have come to associate engagement with attention, and they are not the same thing. At least not when we’re building community. Just because you have someone’s eyeballs doesn’t mean you are meaningfully…

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Episode 4:The Power of Listening for World-Class CX at JBL

December 9, 2020 / With Brian Wolfe / 35:36

“Customers are engaging with us — it would be a huge missed opportunity not to be listening actively, looking for trends, mining the data, and proactively getting that information back to the respective teams so that we can improve across…

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Episode 3:OnBrand: “Wise Friend & Fierce Defender”: The Heart of AARP CX

December 1, 2020 / With Viviana Pagán-Muñiz / 27:46

“That’s what all brands really should strive for – just heart. Heart, heart, heart. I think people know when you’re there just to sell them something versus really offering them something that makes a difference in their lives.” – Viviana…

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Episode 2:Taking a Customer First Approach to Holiday 2020

November 20, 2020 / With Sean Ryan / 32:18

“We don’t know what the first half — or much less, the second half — of 2021 is going to look like, but focusing on, ‘how can I create an experience for the consumer that might not be walking in…

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Episode 1:OnBrand: Driving Engagement & Improving CX

November 12, 2020 / With Laura Smith / 29:28

“Showing up for our customers in a way that makes a difference is really what Hertz is about. We think now more than ever customers are really looking for brands they can trust.” – Laura Smith Welcome to the premiere…

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