ASOM Pod EP02: How Do the Best Brands Create Loyalty Within Their Businesses? What about SaaS? Agency
Loyalty and the Future of SaaS: Engaging Communities in the Digital Age
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In this episode of the ASOM Pod, the hosts Jimmy Kim (CIO and founder of Sendlane) and John Roman (CEO and co-founder of BattlBox), Amer Grozdanic (CEO & Co-Founder of Praella) and Bryan MacDonald (Director of Ecommerce at Oma’s Pride) discuss the evolving concept of loyalty amid personal tales and industry insights. They discuss personal midlife crises, the excitement of acquiring cars and baseball cards, and the critical role of loyalty in the digital age.
The conversation shifts to the future of Software as a Service (SaaS), featuring a lively debate with contrasting viewpoints. The discussion highlights the importance of brand loyalty through community-building, customer experiences, and digital engagement.
The hosts emphasize excellent customer support, and contrast approaches between software companies and e-commerce brands.
The episode includes gratitude for the audience, a discussion on combating scams on digital platforms, and a teaser for the next episode.
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00:00 Midlife Crisis and Car Purchases
00:48 Baseball Cards and Collectibles
01:23 Welcome to the ASOM Pod
01:40 Discussing Loyalty in the Digital Age
05:10 Brand Loyalty and Consumer Behavior
13:47 The Power of Community in Brand Loyalty
15:38 Customer Service and Loyalty Programs
20:01 BattlBox: Building Loyalty Through Community
28:52 Customer Service Stories: Hello Bello and Chewy
31:16 Retail Loyalty vs. Digital Experience
32:05 The Importance of a Good Product
33:12 Founders and Social Media Engagement
35:52 Humanizing Brands and Customer Experience
36:46 B2B Loyalty: Partner vs. Vendor
38:38 Human Connection in Software Support
52:29 Subscription Models and Customer Loyalty
58:17 Wrapping Up: Final Thoughts on Loyalty
Follow Jimmy Kim at:
X: https://www.twitter.com/yojimmykim
Linkedin: https://www.linkedin.com/in/yojimmykim
IG: https://www.instagram.com/@yojimmykim
Tik Tok: https://www.tiktok.com/@yojimmykim
Follow Bryan MacDonald at:
X: https://www.twitter.com/bryanomaspride
LinkedIn: https://www.linkedin.com/in/bryan-macdonald-ct
IG: https://www.instagram.com/@anythingbutasalad
Tik Tok: https://www.tiktok.com/@anythingbutasalad
Follow John Roman at:
X: https://www.twitter.com/@JohnMRoman
Linkedin: https://www.linkedin.com/in/john-roman/
IG: https://www.instagram.com/@johnnyromes
Tik Tok: https://www.tiktok.com/@johnmroman
Follow Amer Grozdanic at:
X: https://www.twitter.com/@AmerGrozdanic
Linkedin: https://www.linkedin.com/in/amer-grozdanic
IG: https://www.instagram.com/@amergrozdanic
Tik Tok: https://www.tiktok.com/@amergrozdanic
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