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

Leaders in Customer Loyalty, Powered by Loyalty360

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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.

Bölümler

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)