This episode is sponsored by Phaedon.

Download their 2026 research paper on Humanizing Loyalty here now.

This episode is focused on the role of customer communications in driving customer loyalty.

Rick Ferguson is a loyalty thought leader, with proven success in transforming traditional corporate communications into innovative, storytelling content across multiple platforms on a global scale.

Today, he shares insights from his more than 20 years’ experience, including a reminder of the three fundamental drivers of customer loyalty - trust, commitment and reciprocity.

We also discuss how our member communications can drive emotional loyalty - a lever that's often neglected as a way to optimize our programs.

Show Notes:

1) Rick Ferguson

2) Phabolousity