Building customer loyalty, with Hannah Crabtree

In this episode, Emily Monsell-Holden and resilience coach Alex Pett explore key strategies for fostering healthy workplace cultures and preventing burnout in organisations.  They discuss the importance of self-awareness, effective communication and compassionate leadership in building environments where employees feel valued, supported and empowered to thrive.  By focusing on personal growth and creating spaces for psychological safety, businesses can reduce staff turnover, attract top talent, and ensure long-term success.Key takeaways include: Building a positive culture: Creating an environment where employees feel safe, supported and able to be themselves fosters long-term loyalty and engagement.Leadership development: Good management isn’t innate but can be learned through training, helping managers communicate better and lead with empathy.Burnout prevention: Clear communication, inclusivity and acceptance of failure are crucial to alleviating stress and fostering resilience in teams.Generational shifts: Younger generations are less tolerant of outdated, rigid workplace practices, pushing organisations toward more compassionate, aware leadership. The episode focusses on the importance of prioritising emotional intelligence and psychological safety in leadership and organisational strategy.If you have an idea for a future episode of Year-on-Year, or would liek to talk to me about mentoring your team, connect with me on LinkedIn. Find out more about Alex Pett on her site, or on LinkedIn.  

Having a strong brand presence online is one thing, but how do you bring it to life IRL?  In this episode of Year-on-Year, Emily talks to Bekki Stovell, someone who has dedicated her career to helping brands create meaningful, sustainable physical spaces that connect people.We talk about: Why physical spaces are so important to a brand experienceWhat it means to bring your brand principles through into interior designThe challenges – and opportunities – of working sustainablyFind out more about Bekki, and the work she does with hospitality brands at Raw Clay.To book a call with Emily, visit www.emilymonsellholden.com/contact.

In the latest episode, Emily Monsell-Holden explores the future of leadership with Charlotte Otter. They discuss:Change managementAuthenticity in different leadership stylesThe importance of genuine storytellingThe power of consistency The role of mentorshipFind out more about Charlotte - and the Reputational 365s - here, and keep an eye out for her book, We Need New Leaders, due for release in June next year.If you want to get in touch with Emily, book a chat with her here. 

In this episode of Year-on-Year, host Emily Monsell-Holden sits down with Jayne George from the RNLI to discuss how the charity successfully unified its brand mission and internal culture.  Jayne shares her experience of rejoining the RNLI in 2019 and the challenges she faced, especially during the COVID-19 pandemic. The conversation highlights the importance of simple, authentic messaging and the role of storytelling in connecting and motivating a diverse workforce.Key Topics Discussed:How the RNLI used storytelling to simplify and unify its brand messageThe impact of COVID-19 on the RNLI’s operations and fundraising effortsThe creation of the “save every one” mission and its unifying effect on the organisation.The importance of empowering creative teams and respecting different organisational culturesLessons learned from engaging with donors during challenging times.Connect with Us:Follow RNLI on LinkedInFollow Emily Monsell-Holden on LinkedIn

In this episode of Year on Year, Emily Monsell-Holden has an enlightening conversation with celebrated jewellery designer Theo Fennell.They delve into the true meaning of craftsmanship and its evolution over the years. Theo shares his journey from art school to becoming a renowned jeweller, highlighting the importance of understanding the craft to create meaningful and lasting pieces.They discuss the difference between genuine craftsmanship and the overuse of the term in today's market, and how true artisanship connects people to the items they cherish.

Welcome to a special bonus episode of Year-on-Year, where we explore how organisations grow stronger as they grow older.In this episode, host Emily Monsell-Holden chats with Mark Hogarth, Ambassador for Harris Tweed Hebrides, about brand authenticity and the lessons other organisations can learn from Harris Tweed's rich history and steadfast dedication to heritage.Mark shares the fascinating story of Harris Tweed, a fabric woven in the homes of crofters in the Outer Hebrides, Scotland.They discuss:maintaining traditional methods in the face of globalisationthe unique socio-economic impact of the tweed industry on local communitiesattracting a younger workforce and connecting employees to the brand storythe intrinsic link between luxury and durability.

What is purpose? How is it useful? Does every business need it? Emily discusses all of this, and more, with James Sandrini - Strategy Director at Wildfarmed. This episode covers various topics related to purpose in business, including:Purpose as a pure cause V. Purpose as a marketign strategyRetro-fitting purpose into existing organisationsThe role of purpose in recruitment and employer brandingHow to decide if you are ready for a purpose-led approach

325 years young: lessons in innovation from heritage brand Berry Bros. & RuddWhen you are thriving well into your 4th century, you know you are doing something right. And although there’s a tendency to view heritage brands as dusty and out-dated, they often know a thing or two about innovation and long-term thinking. In this episode Emily talks to Geordie Willis, 8th generation family member at 325-year-old wine and spirits merchant Berry Bros. & Rudd, about what it takes to innovate successfully, and what younger businesses can learn from their experience.

Work doesn’t have to be a slog. In fact, when work becomes fun, magic happens. Bringing play into the workplace reduces stress and burnout, increases collaboration, breaks down siloes, creates connection and meaning, and helps people creatively solve problems. In this episode, Emily talks to Lucy Taylor, founder of Make Work Play about why play is so powerful and how anyone can harness it to create happier, healthier and more effective workplaces. Find out more about Lucy here: https://www.makeworkplay.co.uk

Emily talks to Hannah Crabtree, Chief Customer and Technology Officer at fine wine and spirits merchant Berry Bros. & Rudd, about making loyalty a core part of your customer strategy. In this episode we discuss what loyalty actually looks like (spoiler-alert, it's not just about repeat custom), why it makes sense financially and for brand equity, and how businesses can build it in to their own strategy.