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I would argue that the most important indicator of a brands health is customer loyalty. For leaders, building and sustaining strong customer loyalty is the holy grail. Leaders talk a lot about how to win customer loyalty, and sometimes that could mean getting caught up in chasing the newest shiny object, silver bullet, or trend. To avoid that chase, I’ve made a point of rooting myself in an approach that sounds basic on the surface, but is truly transformative: making customers the true center of every decision. This isn’t a reactive strategy during tough timesit’s a proactive philosophy that builds resilience and clarity before you need it. When you remain centered on prioritizing customer needs and experiences, you create a foundation of trust and understanding that fosters long-term loyalty. The human connection in a digital world Technology has improved access to customers in a lot of ways, but it has also created distance. I got to thinking about this after reading a recent LinkedIn post from my colleague Dennis Kozak, written after he toured colleges with his daughter. He said his daughter could sense which interactions felt authentic versus those that were rote, detached, and rehearsed.” These were in-person interactions, which should be immune to detachment. But weve all become so accustomed to digitally-driven detachment that it seems our interpersonal standards have shifted. The innate ability to detect authenticity isn’t limited to campus toursit’s fundamental to every interaction, especially customer interactions. I am all for the efficiencies gained from AI chatbots, automated systems, and digital interfaces, yet there needs to be a balance between technology and the human element to effectively build true connections. When everyone uses the same technology solutions, genuine human engagement becomes your true differentiator. Demonstrating your ability to understand and connect is crucial in maintaining strong connections with others and is ultimately best left to people, not machines. These qualities foster loyalty, trust, and genuine relationships. Use values as your customer compass The principles that guide your personal decisions should extend to how you prioritize customer needs. I’ve found that grounding myself in integrity, authenticity, and teamwork creates a framework for customer-centric decision making. Integrity means doing what’s right for customers, evenand especiallywhen facing tough choices and challenging times. Making customers central means that the choice becomes clear if you are making hard choices that prioritize their needs over short-term business interests. Every commitment represents an opportunity to demonstrate that you genuinely value their success as much as your own. Authenticity kind of sounds like corporate buzz speak, but to me, its very real. It shows up as consistency between what you promise and what you deliver. Back on campus, Dennis said people can immediately tell which representatives were “passionate about the school and genuinely wanted her to be part of it versus those monotoning from a script while thinking about how soon they could be done with the conversation.” Weve all had customer experiences where we felt like the person on the other side was just going through the motions, right? And I hope weve all had the opposite experience, too, when we truly felt seen and heard, like our experience mattered. What a difference! See beyond immediate transactions One great (or terrible) interaction can make or break a customer relationship, but the strongest customer relationships are built over time with consistent engagement. These bonds form when you demonstrate understanding beyond the immediate problem. For example, if a customer contacts your company because theyre frustrated about a glitch, its important to address the glitch. But its not just about the glitch. Its about the lost productivity, the time spent needing to find contact info and reach out, and concerns about whether they can trust the product in the future. What can you do about that? Technology can actually enhance this understanding when applied thoughtfully. While AI raises legitimate concerns about depersonalization, I’ve found it can be an unexpected ally in customer centricity when used to augment rather than replace human judgment. By synthesizing different viewpoints from across the organization, we develop more effective responses that truly address customer needs when responding to complex situations. Technology can improve the functional aspects of customer experiences while humans address the intangible elements. Humanize the digital experience As technology continues to rise toward dominance, I think were at an inflection point: Do we allow digital efficiency to create emotional distance, or deliberately design human connection into every touchpoint? This balance between humans and machines doesn’t happen accidentally. It requires deliberately designing customer journeys that incorporate genuine human touchpoints at pivotal momentsespecially during those times when trust is tested and either strengthened or broken. When you put customer needs first in good times and in bad (not to sound like wedding vows here!), customers trust that their needs remain your priority, no matter what. These customers are so much more likely to ride out tough times with you and not only stay loyal to the company, but serve as vocal brand advocates who share their experience with others. Now that is the holy grail. Melissa Puls is chief marketing officer and SVP of customer success and renewals of Ivanti.
Category:
E-Commerce
Want more housing market stories from Lance Lamberts ResiClub in your inbox? Subscribe to the ResiClub newsletter. National home prices rose +0.5% year-over-year between May 2024 and May 2025, according to the Zillow Home Value Index reading published last weeka decelerated rate from the +3.9% year-over-year rate between May 2023 and May 2024. And more metro area housing markets are seeing declines. > 31 of the nations 300 largest housing markets (i.e., 10% of markets) had a falling year-over-year reading in the January 2024 to January 2025 window. > 42 of the nations 300 largest housing markets (i.e., 14% of markets) had a falling year-over-year reading in the February 2024 to February 2025 window. > 60 of the nations 300 largest housing markets (i.e., 20% of markets) had a falling year-over-year reading in the March 2024 to March 2025 window. > 80 of the nations 300 largest housing markets (i.e., 27% of markets) had a falling year-over-year reading in the April 2024 to April 2025 window. > 96 of the nations 300 largest housing markets (i.e., 32% of markets) had a falling year-over-year reading in the May 2024 to May 2025 window. While 32% of the 300 largest housing markets are currently experiencing year-over-year home price declines, that share is gradually increasing as the supply-demand balance continues to shift directionally toward buyers in this affordability-constrained and post-housing boom environment. Home prices are still climbing in many regions where active inventory remains well below pre-pandemic 2019 levels, such as pockets of the Northeast and Midwest. In contrast, some pockets in states like Arizona, Texas, Florida, Colorado, and Louisianawhere active inventory exceeds pre-pandemic 2019 levelsare seeing modest home price corrections. Year-over-year home value declines, using the Zillow Home Value Index, are evident in major metros such as Austin (-5.5%); Tampa (-5.4%); Dallas (-3.4%); Phoenix (-3.4%); San Antonio (-3.3%); Orlando (-3.2%); Miami (-3.2%); Jacksonville, Florida (-3.0%); Atlanta (-2.7%); San Francisco (-2.5%); Denver (-2.4%); New Orleans (-2.3%); San Diego (-1.9%); Raleigh (-1.8%); Houston (-1.5%); Sacramento (-1.4%); Charlotte (-0.9%); Memphis (-0.9%); Riverside (-0.8%); Portland (-0.5%); Birmingham (-0.3%); and Seattle (-0.1%). Click here for an interactive version of the chart below !function(){"use strict";window.addEventListener("message",(function(a){if(void 0!==a.data["datawrapper-height"]){var e=document.querySelectorAll("iframe");for(var t in a.data["datawrapper-height"])for(var r,i=0;r=e[i];i++)if(r.contentWindow===a.source){var d=a.data["datawrapper-height"][t]+"px";r.style.height=d}}}))}(); The markets seeing the most softness, where homebuyers have gained the most leverage, are primarily located in Sun Belt regions, particularly the Gulf Coast and Mountain West. Many of these areas saw major price surges during the Pandemic Housing Boom, with home price growth outpacing local income levels. As pandemic-driven domestic migration slowed and mortgage rates rose, markets like Tampa and Austin faced challenges, relying on local income levels to support frothy home prices. This softening trend is further compounded by an abundance of new home supply in the Sun Belt. Builders are often willing to lower prices or offer affordability incentives to maintain sales, which also has a cooling effect on the resale market. Some buyers, who would have previously considered existing homes, are now opting for new homes with more favorable deals. Given the shift in active housing inventory and months of supply, along with the soft level of appreciation in more markets this spring, ResiClub expects the number of metro areas with year-over-year home price declines in the Zillow Home Value Index to continue ticking up in the coming months. This softening and regional variation should not surprise ResiClub PRO membersweve been closely documenting it. ResiClub PRO members can view our latest analysis of home prices across +800 metros and +3,000 counties here.
Category:
E-Commerce
Is it time to BeReal again? In 2022, the photo-sharing app surged in popularity, won Apples App of the Year, and even earned its own SNL skit. Once a day, at a random time, users were prompted to post a picture of whatever they were doing. With a 2-minute timer and one shot to make it count, the apps premise was to capture real moments in real time. But like most viral sensations, the novelty wore off. Downloads dropped, usage stagnated, and in 2023, the app was sold to French gaming company Voodoo for 500 million. Now, BeReal wants a second chance. At Cannes Lions this year, Managing Director Ben Moore shared the companys comeback plan. We have people that are committed to building the next big thing with BeReal, Moore told Business Insider. We can make something that really answers the demands of Gen Z, who are sick and tired of the filters, of the lenses, of the social pressure of posting something thats not going to get them the level of views and likes they would want. Moore claims the app still has around 40 million active users, mainly in Japan, France, and the U.S. In 2023, worldwide downloads totaled an estimated 31.5 million, which dropped 60% year-over-year to 12.7 million in 2024. According to Sensor Tower, year-to-date downloads are down 50% compared to last year. For its relaunch, BeReal is trying to win back users by investing in advertising, primarily on other apps owned by Voodoo Games. The team is also hoping to generate buzz through micro ambassadors on college campuses and by sponsoring parties where entry requires downloading the app. They are giving the app a facelift too, with new features like nearby, which lets users discover others in their area, and suggestions for people who post similar kinds of pictures. We really want to bring back the social aspect of what social media was built for, Moore said. But BeReals magic wasnt in its features. It was in the cultural momenta collective pause from the algorithm for a fleeting sense of connection (even if it was just a selfie at your desk four days in a row). Can lightning strike twice?
Category:
E-Commerce
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