Business Lunch

Roland Frasier and Ryan Deiss break down the “loyalty illusion”—why points and perks often backfire, how spreadsheet thinking killed customer love, and a practical framework to audit or rebuild a program that actually increases retention, spend, and referrals.What you’ll learnWhy “loyalty penalties” drive your best customers awayThe airline/credit-card miles economics—and how devaluation erodes $25B in perceived valueThe 5-Question Loyalty Audit (value, simplicity, frequency of wins, emotion vs. switching cost, financial sanity)What great looks like: status, access, and convenience (not discounts)A 7-step roadmap to design (or reset) your programTimestamps00:00 Cold open: founders’ meeting recap, wine cellar banter02:05 The hook: the “loyalty illusion” and why consumers feel trapped05:20 Consumer POV: when complexity makes customers give up08:10 Finance-driven devaluation: how “pencil-whipping” kills goodwill09:45 Airlines > miles > credit cards: the $25B machine and breakage12:40 From distance flown to dollars spent: fallout and backlash15:05 “Loyalty penalty”: new-customer offers vs. existing customers16:50 The 5-Question Loyalty Audit (red flags & benchmarks)19:30 Simplicity wins: JetBlue/Southwest lessons (and where they slipped)22:15 Frequency of wins: Starbucks habit loop vs. margin compression25:20 Luxury model: status & access (Hermès, Four Seasons, 100 Acre)28:40 Access > discounts: Wynn Private Access, line-skip convenience31:10 Choosing your currency: points, status, experiences (Sephora case)34:35 Setting earn ratios: 2–5% cost with outsized perceived value37:10 Tiering for aspiration: Prime renewals, why Amazon is an outlier39:20 7-Step Roadmap: objective → currency → earn ratio → tiers → early wins → daily integration → quarterly audits43:30 Operator action items; consumer playbook (negotiate, switch, diversify)46:10 Ultimate test: does your program create love—or hostages?47:40 Closing thoughts & invitations to share experiencesTakeawaysDiscounts train delay; access creates desire.If <30% of points are redeemed, your program likely isn’t driving behavior.Measure outcomes (retention, AOV, referrals) as symptoms of real loyalty—not substitutes for it.Make it explainable in 60 seconds.CONNECT • Ask Roland a question HERE.RESOURCES: • 7 Steps to Scalable workbook • Get my book, Zero Down, FREETo learn more about Roland Frasier 👉  https://msha.ke/rolandfrasier/Connect with me on social:🎵 TikTok: https://www.tiktok.com/@rolandfrasier 📸  Instagram: https://www.instagram.com/rolandfrasier/📱 Facebook: https://www.facebook.com/RolandFrasierPage/💼 LinkedIn: https://www.linkedin.com/in/rolandfrasier/ Subscribe to Roland Frasier 👉  https://www.youtube.com/channel/UCkHnnFgdaTCg8KBd7W_LGSw?sub_confirmation=1Mentioned in this episode:Join Roland & Ryan at Get Scalable LiveIf you’re a founder, CEO, or operator running a 7- or 8-figure business, Get Scalable Live was built for you. This is not your typical business event. It’s 3 days of hands-on strategy, real-world frameworks, and next-level networking with the smartest operators in the game. 🗓 November 18–20, 2025 📍 San Diego, CA 🎉 Hosted by Ryan Deiss, Roland Frasier, and Richard Lindner 🎧 As a Business Lunch listener, you get 25% off your ticket. Use code LUNCH at checkout.Get Scalable Live

In a captivating discussion, Lucy Guo, entrepreneur and investor known for co-founding Scale AI and Backend Capital, shares her remarkable journey from childhood business ventures to tech innovation. She emphasizes the importance of coding knowledge in managing engineering teams and decision-making. Lucy explores investment opportunities in AI and Web3, discussing the potential and challenges of these evolving sectors. The conversation also covers innovative NFT branding strategies and the advantages of acquiring established businesses for growth.

Dive into the world of executive leadership as the hosts explore the intricate dance of CEO transitions. Discover the nuanced reasons behind significant resignations, like Bumble's CEO, and the impact on company vision. Learn about the delicate balance between founder leadership and appointing professionals. The discussion emphasizes the power of constructive disagreement and the advantages of acquiring established businesses for rapid growth. It's a must-listen for aspiring leaders eager to understand the complexities of high-level management.

Welcome to a new episode of Business Lunch! Today, hosts Roland Frasier and Richard Lindner dive deep into a practical framework for optimizing business expenses—perfect for founders, business owners, and financial leaders. Whether you’re facing a cash flow crunch or simply want to boost your bottom line, this episode is packed with actionable strategies to help you identify, analyze, and cut unnecessary costs while maintaining business momentum.Highlights:"Every extra million dollars helps, every extra $100,000 a month helps.""Profit dies by a thousand cuts, especially with forgotten subscriptions.""Don’t wait for things to get bad to make things better.""If you’re operating on a 25% profit margin, cutting $100,000 is like adding $400,000 in sales."Timestamps:00:00 – The Payment Terms Dilemma: Cash Flow vs. Sales Velocity01:32 – Why Every Business Needs a Bottom Line Review03:10 – Testing 12-Month Payment Terms: Results & Risks06:24 – The Impact of GAAP Accounting on Revenue Recognition08:40 – The STOP Framework: Where to Start Cutting13:24 – Evaluating Team ROI: Scorecards & Underperformance15:39 – Tools & Tech: The Hidden Cost of Subscriptions18:59 – Operations & Overhead: Renegotiating Leases and Utilities26:46 – The SAVE Process: Scan, Analyze, Verify, Execute34:56 – Why Quarterly Expense Reviews MatterCONNECT • Ask Roland a question HERE.RESOURCES:• 7 Steps to Scalable workbook • Get my book, Zero Down, FREETo learn more about Roland Frasier 👉  https://msha.ke/rolandfrasier/Connect with me on social:🎵 TikTok:  / rolandfrasier   📸  Instagram:  / rolandfrasier  📱 Facebook:  / rolandfrasierpage  💼 LinkedIn:  / rolandfrasier   Subscribe to Roland Frasier 👉     / @rolandfrasierepic  Mentioned in this episode:Join Roland & Ryan at Get Scalable LiveIf you’re a founder, CEO, or operator running a 7- or 8-figure business, Get Scalable Live was built for you. This is not your typical business event. It’s 3 days of hands-on strategy, real-world frameworks, and next-level networking with the smartest operators in the game. 🗓 November 18–20, 2025 📍 San Diego, CA 🎉 Hosted by Ryan Deiss, Roland Frasier, and Richard Lindner 🎧 As a Business Lunch listener, you get 25% off your ticket. Use code LUNCH at checkout.Get Scalable Live

Join Richard Lindner, a seasoned business operator and co-host of the show, as he dives into the shift towards ultra-lean teams and the pivotal role of AI in boosting operational efficiency. They discuss the allure of minimalism in business but caution against neglecting customer service. Lindner highlights the importance of balancing technology with human touch, especially in maintaining customer loyalty. He also explores how businesses can strategically prepare for acquisition by ensuring a blend of essentials like empathy and cross-training within their teams.

Discover how traditional businesses can thrive by merging with AI strategies. The hosts reveal why many roll-ups fail at integration and share vital advice for adapting old-school models. They discuss the importance of cultural fit in mergers while navigating the pitfalls of AI applications. Listeners learn about the critical need for innovation and effective leadership during acquisitions. Plus, find out how automating operations can enhance efficiency and cut costs, making the case for smarter investments in evolving business landscapes.

Dive into the hurdles small businesses face today, from the hype of Salesforce reports to the real challenges owners confront. Discover how AI is revolutionizing operations while keeping the human touch in customer interactions. The conversation highlights the importance of simplifying offers for better results and adapting marketing strategies to engage customers effectively. With a blend of humor and actionable insights, the hosts provide a roadmap for leveraging AI and retention strategies to drive sales success.

Explore how AI is revolutionizing organizational structures, allowing entire departments to function with just one person. Discover the risks and rewards of this 'great flattening' model and the potential demise of middle management. Learn about the 'coordination tax' that complicates team dynamics and how smaller, efficient teams outperform larger ones. With examples from companies like WhatsApp, uncover how AI is transforming marketing roles and enhancing productivity while navigating the evolution of leadership in modern workplaces.

Explore effective strategies for navigating economic slowdowns, especially during summer. The discussion highlights adapting marketing tactics to engage consumers and viewing slow periods as growth opportunities. Learn how leveraging current events can enhance marketing efforts and uncover strategic acquisition possibilities for rapid business expansion. The speakers emphasize the importance of positivity, resilience, and long-term planning, taking proactive steps to maximize resources without succumbing to panic.

Welcome to a new episode of Business Lunch! In this episode, Roland Frasier and Ryan Deiss dive deep into the importance of taking real vacations as entrepreneurs and business owners. They share personal stories about extended time off, discuss the dangers of burnout, and offer practical advice on setting boundaries and making rest a non-negotiable part of your business life. The conversation covers how stepping away can reset your habits, boost creativity, and ultimately make you more productive and fulfilled. This episode is a must for entrepreneurs, business owners, solopreneurs, and anyone feeling overwhelmed by their work. If you struggle to take time off, feel burned out, or want to learn how rest can actually help your business thrive, this conversation is for you.Highlights:“You have to not let your work schedule bully you.”“Burnout happens when you run out of options and get super hyper resentful of the business.”“Rest is work. You actually are more productive when you take some time off.”“If you’re in a state of extreme burnout, before you do something drastic, take at least one week off.”Timestamps:00:00 - Returning from Vacation: Setting the Stage00:38 - The Value of a 30-Day Break00:54 - Off-Peak Living and Family Scheduling03:55 - Work Expands to Fill Your Time07:18 - There’s Never a Perfect Time for Vacation0:09:22 - Burnout and Resentment: The Real Cost0:10:54 - Teams vs. Solopreneurs: The Vacation Impact14:11 - Why Your Business Exists to Serve You19:18 - Staycations and Non-Negotiable Time Off21:58 - Advice for Burnout: Take a Break Before QuittingCONNECT • Ask Roland a question HERE.RESOURCES:• 7 Steps to Scalable workbook • Get my book, Zero Down, FREETo learn more about Roland Frasier 👉  https://msha.ke/rolandfrasier/Connect with me on social:🎵 TikTok:  / rolandfrasier   📸  Instagram:  / rolandfrasier  📱 Facebook:  / rolandfrasierpage  💼 LinkedIn:  / rolandfrasier   Subscribe to Roland Frasier 👉     / @rolandfrasierepic  Mentioned in this episode:Join Roland & Ryan at Get Scalable LiveIf you’re a founder, CEO, or operator running a 7- or 8-figure business, Get Scalable Live was built for you. This is not your typical business event. It’s 3 days of hands-on strategy, real-world frameworks, and next-level networking with the smartest operators in the game. 🗓 November 18–20, 2025 📍 San Diego, CA 🎉 Hosted by Ryan Deiss, Roland Frasier, and Richard Lindner 🎧 As a Business Lunch listener, you get 25% off your ticket. Use code LUNCH at checkout.Get Scalable Live