About this episode
This episode explores the concept of emotional loyalty and its importance in customer relationships.
Most loyalty programmes are built on rational exchanges: points, rewards and incentives. But that is only part of the story. In this episode Iain Pringle is joined by Max Kenkel, Vicky Elliot and Adam Posner to explore emotional loyalty — the moments of recognition, surprise, service and human connection that make customers feel something, not just earn something. They discuss why emotional loyalty matters now, where brands get it right and wrong, and how loyalty teams can start building more meaningful moments without losing commercial discipline. If you work in loyalty, customer experience or brand strategy, this episode is full of practical ideas.
People in this episode
Host: Iain Pringle
Guests: Max Kenkel, Vicky Elliot, Adam Posner
Topics covered
- emotional loyalty
- customer experience
- brand strategy
- loyalty programs
- human connection
Keywords
- loyalty programs
- emotional loyalty
- customer experience
- brand strategy
- recognition
- service
- human connection
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