From Legacy to Loyalty: The Practical CX Playbook That Drives a 90 NPS
You can theorise about Customer Experience all day, but gaining a Net Promoter score of 90 is not a theory. It shows a great focus and implementation of Customer Experience. This week, we are exploring how this was achieved with Kamron Kunce, VP of Marketing & Customer Experience at RJ Young. https://www.rjyoung.com/
RJ Young has been in business for over 70 years and boasts a world-class NPS score of 90+ — no small feat in today’s hypercompetitive market.
Kamron shares how they’ve transformed their Customer Experience, navigated organisational silos, and are thoughtfully introducing AI into their processes — without losing that all-important human touch.
If you’re wrestling with legacy systems, struggling to turn CX theory into practice, or figuring out how to scale with AI without alienating customers, this episode is packed with practical tips you can take away today.
And, if you're a regular listener, you'll know this one plays right into one of Ryan’s and my favourite themes: breaking down those silos!
Best Quote From the Episode“Customer Experience is everyone’s responsibility. It’s not just about Customer Service — it’s about aligning the whole organisation around delivering value at every touchpoint.” — Kamron Kunce, RJ Young
Key Takeaways✅ CX must be a core business strategy, not a bolt-on function of Customer Service. RJ Young’s “Make It Right Guarantee” puts this principle front and centre.
✅ Map your Customer Journey — and revisit it regularly. Quarterly and annual reviews keep RJ Young’s CX aligned to ever-evolving customer expectations.
✅ Break down silos with transparency. Weekly cross-functional updates and quarterly company-wide video broadcasts ensure alignment across 700 employees and 9 states.
✅ Cross-functional collaboration is critical. Everyone, including Finance and HR, plays a role in the Customer Experience.
✅ Thoughtful use of AI is the future. RJ Young is leveraging AI to improve backend data insights and operational efficiency, without removing the human element that drives loyalty.
✅ CX + Culture go hand in hand. Embedding CX into your company culture is essential for sustainable success.
Resources Mentioned
RJ Young: https://www.rjyoung.com/
Kamron Kunce: https://www.linkedin.com/in/kamronkunce/
About the Hosts:
Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.
Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World’s Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025
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