Heyyyyyy to my favorite people on the internet!
(the people who subscribe to me yappin’) 😃 

🎙️ New Let’s Laugh About it with Ryan Dell just Dropped 🎙️ 

🌱 What’s New in CX, Retention, & Affiliate Marketing

💬 Customer Experience — The Human Touch Still Wins - WOOP!

There’s a lot of buzz about AI in CX right now, but the real wins are coming from brands that blend automation with genuine human connection. Tools like Adobe’s new AI journey agents are great for predicting what customers might need next, but empathy still seals the deal.

At the agency, we’re seeing more brands design experiences around trust, transparency, and emotional connection instead of just speed. Customers don’t just want answers, they want to feel heard. And when that happens? CSAT and LTV both climb. We love a high CSAT!

🔁 Retention — Keeping Customers Is the New Growth

Retention’s having its main-character moment again (and for good reason). A tiny 5% bump in customer retention can boost profits by up to 95%, wild, right?

The most successful brands right now are rethinking loyalty. It’s less about punch cards or points, and more about belonging, early access, community perks, insider status. It’s what makes customers feel like they’re part of something bigger than a transaction.

And here’s the kicker: proactive retention is trending. The smartest teams are spotting drop-off signals before customers churn. Predictive alerts + quick outreach = major wins.

🤝 Affiliate Marketing — Partnerships > Transactions

Affiliate marketing isn’t just about link drops anymore. It’s evolving into true partnerships, creators and affiliates who live the brand and build authentic connections.

Brands are investing in their affiliates like they would employees: better communication, clearer reporting, recurring commissions, and community incentives. The result? Stronger loyalty and way more authentic content.

If you’re not already doing it, start treating your affiliate program like an extension of your CX strategy. Because when your partners feel valued, your customers will too.

☀️ A Few Thoughts (And Warm Wishes) for the Weekend

As we head into the weekend, I hope you find a little time to rest, recharge, and reflect. In a world where speed, optimization, and innovation are constant, it's the human pauses that fuel our best ideas.

Here’s to:

• Moments of quiet that spark fresh thinking

• Conversations (over coffee, walks, or just with yourself) that remind you why you started. Or at a club???

• A reset so you come back Monday excited, curious, and ready

Enjoy your weekend — be good to yourself. And if anything in CX catches your eye, I’d love to hear what you’re thinking!