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Connection Over Convenience: The New Loyalty Playbook
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What if your brand stopped chasing loyalty through clever copy and convenience—and started creating identity-aligned experiences instead?
In this episode, I sit down with my brilliant friend Christina Garnett—Fractional Chief Customer Officer, CX strategist, and author of the upcoming book Transforming Customer-Brand Relationships. Together, we unpack why emotional connection is your most underused growth strategy.
We talk about:
- Why customers confuse being seen with being sold to
- The myth of loyalty and why it isn’t earned through discounts
- The role of community and social teams as your brand’s emotional frontline
- Real-world examples from Toast and HeyOrca that prove small moments = big impact
If you're tired of measuring success in vanity metrics or feeling like your CX work goes unnoticed, this is the wake-up call you’ve been waiting for.
🔗 Mentioned in This Episode:
- Christina's Book (pre-order): Transforming Customer-Brand Relationships
- Toast’s "It’s the Little Things" Campaign: Surprising The Puddery or Amici Chicago
- Connect with Christina Garnett on Linkedin
🎯 Get the Mastering Social Media CX Course for 60% off — use code SCX at checkout → https://bit.ly/SMCXcourse
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