Loyalty and the Future of SaaS: Engaging Communities in the Digital Age

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/jkimsendlane/

IG: https://www.instagram.com/@yojimmykim

Tik Tok: https://www.tiktok.com/@yojimmykim

YouTube: https://www.youtube.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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