Personalization Isn’t Loyalty

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Customer Experience University - Winning Loyalty & Engagement One Customer at a Time not yet transcribed

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Recorded10 Jul 2026

Publisherfeed.podbean.com ↗

Handlerec:19242035

Show notes

Everyone now owns the same AI personalization tools — so personalization can no longer be your loyalty strategy. In this episode, Joseph Michelli separates loyalty from retention and makes the data case for emotional connection, citing HBR research that emotionally connected customers are 52% more valuable than merely satisfied ones. With a Starbucks lesson on the moments no algorithm can see, and three disciplines for building devotion machines can’t copy.

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