A Lesson in Customer Loyalty: How to Shift From Quid-Pro-Quo to Serving People w/Jenn McMillen

Let's Fix Leadership

Whether we’re talking about our customers or teams, loyalty is the currency of successful relationships. In the business world of yore, loyalty was one-sided, it was buy something or do something to get something. Today that quid-pro-quo style falls flat.

Just like Taylor Swift…brands who do well understand that having customers and employees is a privilege, and they aim for relational loyalty, not transactional relationships.

How do we put authentic loyalty at the heart of our businesses? What has changed about leadership as the world of work continues to evolve?

In this episode, I’m joined by loyalty and CRM expert and the founder of Incendio, Jenn McMillen. We talk about the shift in customer loyalty programs and what all businesses can learn from it.

Guest Bio

Jenn McMillen is the founder and Chief Accelerant of Incendio, where her specialty is increasing topline revenue by building and fixing customer programs. Her team helps companies solve and overcome their CRM, loyalty, and customer experience challenges. She is also a nationally known loyalty & CRM expert, recognized by the CRM community and her peers with major industry awards for programs such as GameStop’s PowerUp Rewards, which has more than 35-million members, many of whom pay an annual subscription fee for an enhanced experience. She has also created and/or run several well-known loyalty and subscription programs like myGNC Rewards, United Airlines’ Silver Wings Plus, Vail Resorts PEAKS, Payless ShoeSource Points, Neiman Marcus InCircle, and one of the first big national loyalty subscription programs in the 90’s, Blockbuster Rewards. For more information, go to https://www.incendioworks.com/ or connect with her on LinkedIn.