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  1. The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX
  2. #848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty
#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX · Apr 23, 2026

CRMC keynote Paul Epstein shares how to build deep customer loyalty by uncovering individual stories and driving momentum with weekly habits.

Achieving a Key Win on Monday Creates a 98% Probability of Week-Long Momentum

The "Win Monday" framework posits that by intentionally achieving a meaningful goal on Monday, you create a psychological and practical tailwind for the rest of the week, establishing a system for repeatable success.

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty thumbnail

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX·a day ago

Marketers Should Sell a Customer's Transformation Instead of a Product's Features

Competitors' brochures all look the same. The real differentiator is articulating the customer's journey from a previous state to an improved one. Frame your value proposition around their growth, efficiency, and success.

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty thumbnail

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX·a day ago

Customer Co-Creation Begins With Internal Self-Discovery, Not External Customer Listening

A brand cannot genuinely connect with customers' identities until it understands its own. The process must start with leaders defining their "why" and values, as all effective leadership—including market leadership—begins with self-leadership.

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty thumbnail

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX·a day ago

Elite Companies Foster a Culture Where Every Employee, Including Lawyers, Generates Leads

Top-tier results are achieved when growth is an organizational mandate, not a departmental function. This "all-in" mentality turns every employee interaction, like a lawyer at a backyard cookout, into a potential lead-generation opportunity.

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty thumbnail

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX·a day ago

True Brand Devotion Stems from Customers' Personal Life Stories, Not the Product Itself

When the 49ers asked fans for their stories, almost none talked about football. They spoke of overcoming cancer or military service. Deep loyalty is built by connecting with the human purpose your brand serves, not just its function.

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty thumbnail

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX·a day ago

Businesses Should Adopt the NFL's Post-Game Practice of "Watching the Film" to Improve Performance

While sports teams rigorously review game tape to learn and adapt, businesses often skip this critical reflection step. Systematically analyzing campaign performance ("watching the film") between initiatives is a massive, untapped opportunity for growth.

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty thumbnail

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX·a day ago

The 49ers Built Fan Loyalty With a 1.5-Year "Listening Only" Customer Research Phase

Before launching personalized experiences, the NFL team spent 18 months solely on qualitative data gathering without any activation. This long-game approach of deep listening is essential for building authentic, large-scale customer connection.

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty thumbnail

#848: CRMC Keynote Speaker Paul Epstein on building deep connections for greater customer loyalty

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX·a day ago