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Leaders in Customer Loyalty: Executive Spotlight Featuring Don Smith, Chief Consulting Officer, Capillary

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Manage episode 471541633 series 3272525
Content provided by Loyalty360. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Loyalty360 or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

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In this edition of Loyalty360’s Executive Spotlight, we speak with Don Smith, Chief Consulting Officer at Capillary Technologies. With nearly two decades of experience at Brierley, now part of Capillary, Don offers unique insight into the evolving loyalty landscape — from program design and advanced analytics to the role of AI-driven personalization and member-controlled experiences.
During this conversation with Mark Johnson, Loyalty360 CEO, Don shares his perspective on the future of customer loyalty, the importance of building programs around customer choice, and how loyalty strategies must evolve to address shifting customer expectations. He also discusses the challenges and opportunities of coalition loyalty in the U.S., the potential for innovation in the automotive sector, and the critical importance of listening to customers and acting on that feedback to build authentic, data-driven relationships.
For loyalty professionals, brand leaders, and those shaping customer engagement strategies, this episode offers valuable insights and actionable takeaways to apply in your own programs.

  continue reading

Chapters

1. Introduction to Don Smith and Capillary (00:00:00)

2. Emerging Trends in Customer Loyalty (00:07:35)

3. Coalition Programs and Automotive Loyalty Opportunities (00:16:12)

4. Engineering Great Customer Experiences (00:23:37)

5. Career Journey and Academic Beginnings (00:27:32)

6. Life Lessons and Professional Pride (00:36:27)

7. Building Collaborative Work Environments (00:46:29)

454 episodes

Artwork
iconShare
 
Manage episode 471541633 series 3272525
Content provided by Loyalty360. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Loyalty360 or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

Send us a text

In this edition of Loyalty360’s Executive Spotlight, we speak with Don Smith, Chief Consulting Officer at Capillary Technologies. With nearly two decades of experience at Brierley, now part of Capillary, Don offers unique insight into the evolving loyalty landscape — from program design and advanced analytics to the role of AI-driven personalization and member-controlled experiences.
During this conversation with Mark Johnson, Loyalty360 CEO, Don shares his perspective on the future of customer loyalty, the importance of building programs around customer choice, and how loyalty strategies must evolve to address shifting customer expectations. He also discusses the challenges and opportunities of coalition loyalty in the U.S., the potential for innovation in the automotive sector, and the critical importance of listening to customers and acting on that feedback to build authentic, data-driven relationships.
For loyalty professionals, brand leaders, and those shaping customer engagement strategies, this episode offers valuable insights and actionable takeaways to apply in your own programs.

  continue reading

Chapters

1. Introduction to Don Smith and Capillary (00:00:00)

2. Emerging Trends in Customer Loyalty (00:07:35)

3. Coalition Programs and Automotive Loyalty Opportunities (00:16:12)

4. Engineering Great Customer Experiences (00:23:37)

5. Career Journey and Academic Beginnings (00:27:32)

6. Life Lessons and Professional Pride (00:36:27)

7. Building Collaborative Work Environments (00:46:29)

454 episodes

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