Leaders in Customer Loyalty, Powered by Loyalty360: Recent Episodes

Loyalty360

Loyalty360 is the association for customer loyalty. We bring together the best loyalty-focused professionals from technology and service suppliers and brands under one roof. Through Loyalty360, these professionals find invaluable resources, networking opportunities and guidance provided by internal thought leaders and brands/suppliers on the cutting edge of customer loyalty.

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Since joining TGI Fridays in January 2025 as Director of Global Marketing, Christopher Houston has made it one of his priorities to ensure that the company’s digital platforms serve as a conduit for the brand, rather than a barrier.

Houston is focused on innovating to create a digital guest journey that is streamlined not just for TGI Fridays’ current guests, but also the next digital-first generation. This means making sure all the digital touch points reflect the energy that the restaurant’s guests feel when they visit Fridays, according to Houston.

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When Anthony Chiulli talks with lifecycle marketing teams, he rarely hears marketers having a shortage of campaign ideas. Instead, he hears about the campaigns that never get the chance to launch.

According to the Product Marketing leader for lifecycle at Hightouch, marketers don't struggle with creativity. They struggle with the lengthy workflows, approvals, and handoffs required to turn ideas into customer experiences.

"The workflow itself was the problem. ," Chiulli said.

As an agentic marketing and customer data platform (CDP), Hightouch helps organizations activate customer data to power personalized marketing across channels. After more than 16 years in marketing technology, Chiulli believes AI represents an opportunity not simply to create marketing faster, but to fundamentally change how marketing gets done end-to-end.

"What's different this time is the pace," he said. "AI is innovating so quickly and changing so rapidly that it's forcing change at an unprecedented rate."

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Catalyst Brands is redefining what it means to build a modern retail portfolio. Formed in early 2025 through the merger of JCPenney, Aéropostale, Brooks Brothers, Lucky Brand, and Nautica, the company has spent the past 18 months bringing together five iconic brands with distinct customer bases and rich histories. Now, the focus is shifting from integration to growth, with loyalty, customer insights, and personalization playing a central role in that strategy.

For Marika Bigler, Vice President of Customer Growth Strategy at Catalyst Brands, the opportunity extends far beyond operational efficiencies. While the merger created opportunities to streamline processes across the organization, the bigger goal is finding new ways to connect customers with more of the company's brands, create more engaging shopping experiences, and deliver greater value across the portfolio. Loyalty is one of the first major steps in bringing that vision to life.

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When Paul Flemr is asked about the advice that he would give brands looking to improve their customer loyalty experience strategy, the Senior Vice President of Incentive Marketing Solutions at Group O has a simple message for them.

“Engage with passion and purpose,” Flemr said.

The way Flemr sees it, engagement is the strength of loyalty, the thing that will drive the program’s success. This requires brands knowing their end goals and objectives and building that engagement into the base of their loyalty program.

Although Group O offers support for specific needs clients have with their loyalty programs, the company especially prides itself on being an end-to-end solution provider for clients who need a more hands-on approach. This includes everything from program design and development to implementation and ongoing execution, and then ultimately fulfillment and customer care throughout the life of the loyalty program.

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With more than 30 years of experience in the travel industry—including five years as CFO of Hertz and another five as CFO of Hilton Worldwide—Tom Kennedy brings a deep understanding of traveler expectations and the evolving needs shaping the industry.

And so, when Kennedy became President, North America of rental car company SIXT nearly six years ago, he was focused on improving the customer journey. He had seen firsthand how slowly the car rental industry had modernized. Travelers could book flights from their phones, yet renting a car still often required waiting in line at an airport counter.

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Brands have understandably been focused for years now on improving the digital experience of their loyalty programs by launching or redesigning their apps, recognizing how much customers prioritize convenience today—and how convenience often means being able to do everything on their phones.

However, Sallie Williams, Sales and Marketing Director of Gift and Loyalty at MTL Card, thinks the brands creating the best loyalty programs are not choosing between digital and physical customer experiences, but combining both. Rather than just focusing on an app, the most successful programs are focused on creating a unified omnichannel experience that offers seamless customer touchpoints across both digital and in-person experiences.

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When Candice Troupe, the Senior Vice President of Marketing & Partnerships at Scene+, assesses the loyalty space in Canada, one word comes to mind: crowded. She notes that the average Canadian has about 15 loyalty cards in either their physical or digital wallet.

While this growth in loyalty is a welcome development for Canadians, an increasingly crowded marketplace can also make things a little more complicated for consumers to find the rewards and benefits that fit their needs. This is where Scene+ comes in.

Started almost 20 years ago as a partnership between Cineplex and Scotiabank, Scene+ has grown into a 15-million-member customer loyalty ecosystem spanning entertainment, grocery, fuel, home improvement, travel, and more.

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Before Nicole Hulstein began her role as Loyalty Campaign Development Manager at Food Lion, she worked in category management for the grocery chain, primarily focused on produce. And while there might not seem to be a very close connection between loyalty programs and produce, Hulstein sees her former role with the company influencing her approach to her current role.

"That background really helped shape how I think about loyalty today,” Hulstein said. “The experience in produce really helped me to understand the product side, the customer side, and the importance of delivering both quality and value and really leaning into my merchant mindset to deliver those things.”

Food Lion is an omnichannel grocery retailer with more than 1,100 grocery store locations, operating over a 10-state footprint on the East Coast. Headquartered in Salisbury, North Carolina, the grocery chain was founded in 1957.

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Platforms such as Spotify, Amazon, and Netflix have not only innovated how people consume music, shop for everyday items, and watch movies and television—they have also permanently transformed the relationship that consumers have with brands.

By training consumers to expect experiences tailored to their preferences, these platforms have made personalization, convenience, and seamless omnichannel experiences increasingly non negotiable features that brands are expected to deliver with their products and services. Ian Young, Senior Director & Head of Business Development at Comarch, also sees these shifting consumer expectations playing out with loyalty and rewards programs today.

To build lasting emotional loyalty among their members, brands must now think beyond just points and make personalization a key cornerstone of their programs. And to effectively embed seamless personalization across all the channels of their loyalty program, brands must invest in artificial intelligence, according to Young.

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For most financial institutions, launching a new rewards credit card means explaining the benefits to customers. For the North Carolina State Employees’ Credit Union (SECU), it meant starting much closer to home.

When SECU introduced its new rewards card portfolio last year, the credit union wasn't simply adding another product. It was introducing an entirely new rewards ecosystem to members and employees who had little familiarity with reward cards. Moving from a single legacy Visa card to four distinct offerings required a significant education effort—one that began internally before extending to the membership.

Under the leadership of Brad Moats, SVP of Card Product and Portfolio Strategy, SECU launched employee pilots, hosted virtual manager meetings, and conducted more than 100 branch district sessions to help employees understand how rewards programs work and how to communicate their value.

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When Reba Hatcher, Chief Commercial Officer for ButcherBox, looks back on the origins of her company’s loyalty program, she sees it being driven in part by the fact that she’s a self-proclaimed “data nerd.”

Before becoming Chief Commercial Officer, Hatcher served as chief of staff to ButcherBox co-founder and CEO Mike Salguero and also led the company’s data analytics platform. And as she began looking at the data in 2018, Hatcher could see that ButcherBox was falling into the trap of treating its customers as a “monolith.”

“When you get to 200,000 and 300,000 customers, that starts to kind of fall apart because they're not all the same,” Hatcher said. “They have different lifestyles, they have different needs, and their interactions with ButcherBox are different.”

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As one of the pioneers of loyalty and rewards programs, the airline industry has long known the value these programs bring when it comes to customer engagement and retention. But in the aftermath of the Covid-19 pandemic—which ground travel to a halt—airline rewards programs became arguably more important than ever, as airlines across the world sought to get people flying again.

But according to Byron Kelly, Director of Loyalty at WestJet, the Canadian airline was getting more traction out of its WestJet RBC Mastercard, its co-brand credit card with Royal Bank of Canada, for purchases made on everything outside of travel.

“There were months where airlines were getting more money in cash receipts from their co-brand credit card spend than they were in ticket sales because nobody was buying tickets,” he said. “So, COVID wasn't a blessing for anyone but in some ways for loyalty programs it's shined a bit of a spotlight on the value, and I think helped accelerate acceptance of the value of the programs in some ways coming out of COVID.”

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When Jenn McMillen began her role as Vice President of Guest Loyalty and Insights at Nothing Bunt Cakes in November 2024, she was tasked with the enormous responsibility of jumpstarting a loyalty program that was essentially dormant.

Launched nationally two months earlier in tandem with the launch of the company’s new app, Bundt Rewards was a loyalty program in name only, as McMillen describes it.

“We went national in September of 2024, but we literally didn't have an onboarding series, and we didn't even have offers,” she said. “So, we launched this loyalty program, and nobody did anything with it.”

For Nothing Bundt Cakes, her expertise came at the right time. McMillen first established herself in the loyalty industry in 1998, at age 27, when she launched Blockbuster Awards, the rewards program for the iconic video rental chain, Blockbuster.

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Wyndham Hotels & Resorts, which was founded in 1981, has become one of the world's largest hotel franchising companies with over 8,000 properties across 100 countries and over 20 brands across the world. But competition remains fierce in the travel hospitality industry, even for a company like Wyndham that has built a massive global footprint.

As the competitive landscape continues to change and grow, Wyndham remains successful by staying focused on two core constituencies.

“A key pillar to our success is providing our franchisees with industry leading technology, as well as our massive scale to drive efficiencies across their business model to maximize their profitability,” said Michael Shiwdin, Group VP, Integrated Brand Marketing, Loyalty & Digital at Wyndham. “Second is really being laser focused on the consumer.”

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The advent of artificial intelligence is expected to create significant opportunities for brands to connect with consumers through AI-powered loyalty programs that become increasingly more efficient and personalized.

But Jakob Harrison, Head of GTM for Payment Networks at fintech company FIS, notes that just like all new technology, AI will also bring new challenges for brands. This is especially true as agentic commerce grows more prevalent and transforms how consumers shop.

“Brands are going to need a loyalty engagement solution that's more immediate, more relevant and easier to execute because they're going to be competing not only for the consumer but the AI agent as well,” Harrison said. “And the winning experience is the one that not only the consumer has, but that its assistant or its agent can confidently choose and apply in real time.”

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Companies often speak of their mission as a core business purpose centered around the primary products or services that it is producing to serve its customers and create value. But for Firehouse Subs, its mission is twofold: One is serving its customers the hot subs they crave, and the other is serving first responders across the country.

The company, which was founded in 1994 by brothers Chris and Robin Sorensen, takes this mission to help first responders personally. The Sorensen brothers are both former firefighters who opened the first Firehouse Subs in Jacksonville, Florida before expanding to over 1,200 restaurants in about 46 states in the U.S.

As part of its mission, a portion of every purchase at Firehouse Subs goes toward the Public Safety Foundation. According to Alex Arkhangelskaya, Senior Product Manager for Firehouse Subs, the company has provided over $100 million to first responders through the foundation to help fund life-saving equipment.

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When most people think about loyalty programs, they likely think about the ones that are designed for consumers — gift cards, travel points, credit card rewards, and other perks that brands use to deepen their relationship with their members.

CarltonOne is a Canadian technology company that provides the platform powering these types of programs for roughly 200 clients in financial services, technology, automotive, healthcare, the restaurant industry and more. But the company also provides the infrastructure for loyalty programs that might sometimes get overlooked: those that are designed to recognize and reward employees.

Whether it's recognizing employees for years of service, reaching performance goals or other reasons, these programs are vital to helping companies reduce employee churn and increase engagement among their workforce, according to Melanie Corasaniti, Vice President of Client Success at CarltonOne.

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Even as SharkNinja has grown into a home goods behemoth with a market cap over $17 billion, the fundamental expectations of its customers have remained the same: They want to see the company deliver the same value it has always provided them.

Known for its Shark vacuums and its Ninja blenders among other products, SharkNinja still focuses on one consumer at a time. Or to put it another way, CEO Mark Barrocas has often said that the goal is to build the business one five-star review at a time.

For SharkNinja, providing value to its customers goes beyond just delivering great products. It’s also about delivering top-notch customer service that creates a superior customer experience.

Jake Finch, Vice President of Global Customer Experience for SharkNinja, has seen customer experience become a much more holistic deliverable for companies today.

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One of the challenges that brands can often face when implementing a loyalty program is getting key stakeholders on the same page about the value of the initiative. More specifically, a chief financial officer and a chief marketing officer might have very different views of the program, with the former seeing it as a cost center while the latter sees it as a growth engine.

A CFO could focus on economics over perks by looking to add expiration policies or increasing redemption thresholds, whereas a CMO is focused on things like personalization, brand engagement, and customer acquisition and retention.

According to David Glantz, Director of Business Development for Germany’s Loyalty Partner Solutions (LPS), one of the key ways a CMO can bridge the divide with a CFO is by having the right KPIs in place to effectively argue the value of the program for not just customers, but also the company. KPIs are just one aspect of the program design that LPS helps its partners create.

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It was in McAllen, a small town just over 300 miles from Austin, where Donna Varner had a revelation about her new employer. Varner had been hired by Schlotzsky's Deli as Chief Brand Officer, and one of her first tasks was to lead the deli franchise through a rebranding effort.

While trying to get back to Schlotzsky’s home base in Austin one day, a storm in Texas led to canceled flights, and so Varner and a handful of other people decided to carpool there together instead. After telling her fellow passengers where she worked while passing through McAllen, something stuck out to her: All of them referred to Schlotzsky’s as Schlotzsky’s Deli.

Although the company had dropped Deli from its name during a previous rebranding, Varner realized how important it remained to its identity among its longtime customers.

“Every single person in that car knew Schlotzky's because they were Texans. But they all called it Schlotzsky’s Deli,” Varner said. “So, one of the things that we found out is even though the brand has had a lot of names and we've dropped deli over the years, we still had a deli heritage.”

Loyalty360 spoke to Varner about her rebranding strategy, how the company continues to innovate its loyalty program, and the challenge of attracting a younger generation of diners, while continuing to deliver the service and menu that its most devoted customers expect.

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For most consumers, telecom is largely invisible. It powers everyday moments, streaming, messaging, navigation, but rarely commands attention. When it does, expectations are straightforward: reliable service, fair pricing, and a seamless experience.

For Deutsche Telekom AG, meeting those expectations is only part of the equation. The company is focused on extending its role beyond connectivity, building a model where it becomes a meaningful part of customers’ daily lives through added value and relevance.

Loyalty360 spoke with Arnab Goswami, VP of Customer Engagement and Partnerships, about how Deutsche Telekom is rethinking loyalty through its Magenta Moments program, creating a partner-driven ecosystem, and scaling a unified experience across diverse markets.

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For most consumers, banking isn’t something they think about every day, until they need it. Opening an account, managing expenses, planning for the future. In those moments, the expectation is simple: clarity, confidence, and a sense that their bank is working in their best interest.

For PNC, meeting those expectations goes beyond products or transactions. It’s about delivering a consistent, human-centered experience that makes customers feel valued at every interaction.

Loyalty360 spoke with Victoria Dravneek, Head of Loyalty Strategy and Platforms at PNC, about how the company is building its PNC Total Rewards program, aligning the organization around the customer, and translating that approach into a scalable loyalty strategy.

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For many consumers, dining out isn’t just about the food. It’s about the occasion. A birthday celebration. A long-overdue dinner with friends. A familiar favorite that brings back memories of why you fell in love with a brand in the first place.

For P.F. Chang’s, those moments have always been part of its identity. Known for its Pan-Asian cuisine, distinctive ambiance, and shareable dining experiences, the brand has built its reputation on delivering more than just a meal. But as guest expectations evolve and competition intensifies, P.F. Chang’s is taking a fresh look at how it creates value, drives loyalty, and brings customers back through its doors.

Loyalty360 spoke with Holly Smith, Chief Marketing Officer at P.F. Chang’s, about how the brand is balancing its legacy with innovation, rethinking its loyalty program, and leaning into experience as a core differentiator.

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For many brands, the future of customer loyalty is increasingly unfolding on mobile phones. Mobile engagement platforms are quickly becoming central to how brands build relationships, deliver timely value, and personalize experiences at scale.

As loyalty programs evolve from transactional reward systems to continuous engagement ecosystems, mobile messaging is emerging as one of the most effective ways to maintain that connection. Alex Campbell, CIO and co-founder of Vibes, a mobile engagement platform, believes the shift reflects a broader change in how consumers interact with brands in a digital-first environment.

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For most consumers, auto parts aren’t something they think about until something goes wrong. A dead battery before work. Worn brakes before a long trip. An unexpected repair that can’t wait.

In those moments, the expectation is simple: get what you need, quickly, confidently, and at a fair value. For Advance Auto Parts, that reality has shaped its business for more than 90 years, now driving a renewed approach to customer loyalty.

As the automotive aftermarket evolves and economic pressures heighten sensitivity to value, the company is rethinking how loyalty programs can better serve both professional customers and everyday drivers.

Loyalty360 spoke with Bruce Starnes, Executive Vice President and Chief Merchant at Advance Auto Parts, about the company’s recent rewards program launch, which focuses on simplifying and modernizing its loyalty strategy, listening more closely to customers, and delivering meaningful value without added friction.

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Laundry is one of life’s most universal routines, something every household manages, yet few people genuinely enjoy. For Tide, long recognized for its leadership in laundry products, that everyday challenge has become an opportunity to rethink how garment care services can deliver convenience, care, and loyalty.

Through Tide Services, a subsidiary of Procter & Gamble, the brand has expanded beyond detergents into service concepts designed to simplify laundry. With more than 200 franchised Tide Cleaners locations and a growing number of tech-enabled Tide Laundromat sites, the company is exploring how technology, personalization, and loyalty can transform a routine household task into a more engaging experience.

Loyalty360 spoke with Mike Trozzo, Vice President of Product and Innovation at Tide Services, about how the company is evolving laundry services through technology, data insights, and a simplified loyalty strategy.

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As brands enter 2026, loyalty is being reshaped by a blunt reality: customer acquisition costs keep climbing, and retention is now a core growth lever. Loyalty programs are no longer viewed as optional perks or promotional add-ons. They’re becoming strategic moats, powered by first-party data, lifecycle marketing, and increasingly, AI-enabled decisioning.

We recently spoke with Luke Kline, Founding Marketer at Hightouch and author of the Lifecycle Leaders newsletter, about how loyalty strategies are evolving in response to rising costs, changing consumer expectations, and the accelerating pace of marketing technology.

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For many brands, figuring out how to improve loyalty outcomes in 2026 can feel a bit like searching for the meaning of life: Complex, constantly evolving, and deeply personal. What drives loyalty today isn’t one universal formula, but a shifting mix of data intelligence, emotional relevance, and contextual value that looks different for every customer.

Sean Claessen, EVP of Innovation and Chief Strategy Officer at Bond Brand Loyalty, believes the industry might have reached an important inflection point. As he put it, “we may have hit peak loyalty in 2025.” Participation levels across many industries are already high, meaning future success will depend less on enrollment growth and more on intelligence, differentiation, and emotional relevance.

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What if hotel loyalty wasn’t built just for road warriors, but for the way the average person actually travels? That’s the question driving the evolution of Choice Privileges. As travel behaviors shift and consumers demand more flexibility and recognition, Choice Hotels International is reshaping its loyalty strategy to deliver rewards that feel achievable, relevant, and worth coming back for.

For more than 85 years, Choice Hotels has shaped how travelers experience hospitality. With more than 7,500 properties across 50 countries and 22 brands, it’s a company with significant influence.

In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Nandika Suri, Vice President of Loyalty at Choice Hotels, about how the Choice Privileges program is evolving to balance aspiration with accessibility, simplify engagement, and strengthen loyalty in an increasingly dynamic travel landscape.

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Nearly two decades after first firing up the grill, Hot Head Burritos, with its fiery mascot Leroy leading the charge, has grown from a Dayton favorite into a fast-casual brand with serious regional momentum. Known for bold flavors and an increasingly sophisticated digital loyalty strategy, the chain now spans 86 locations across nine states and continues finding new ways to connect with guests, from the counter to the app and everywhere in between.

Peter Wiley has had a front-row seat to that evolution. Now serving as Vice President of Marketing and IT, he’s been involved since day one. “My brother called me and said, ‘Hey, I’m starting a brand. Can you work on a website and a logo and some graphics?’” he said.

Over time, that creative support expanded into leadership over marketing, loyalty, and IT, roles that increasingly intersect as the brand grows.

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As loyalty programs move into 2026, brands are confronting a fundamental shift: loyalty is no longer sustained by accumulation alone. Points, miles, and introductory bonuses still matter, but they no longer guarantee relevance or emotional attachment. Instead, transparency, experiential value, and ongoing engagement are becoming the defining forces shaping how loyalty programs earn and maintain consumer trust.

We recently spoke with Eileen Peacock, Senior Vice President, General Manager, at Valuedynamx U.S., who shared how shifting consumer expectations, subscription-influenced behavior, and a growing desire for real-world experiences are reshaping loyalty strategy across industries.

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Few restaurant brands carry the emotional weight of Friendly’s. Founded in 1935 during the Great Depression, the brand was built on a simple but enduring belief: even in hard times, people deserve comfort, joy, and togetherness. Nearly 90 years later, that purpose still anchors Friendly’s strategy.

But executing Friendly’s brand strategy is rapidly evolving.

Under the leadership of Erik Jensen, Vice President of Marketing, Friendly’s is in the midst of a renovation-led revival that touches everything from restaurant design and franchising to customer loyalty. At the center of that work is a renewed focus on listening, particularly when customers signal that something isn’t working.

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In the latest edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Rachel Masocol, Director of Digital Marketing and Ecommerce for Jollibee Group, North America, about how the company’s rapid growth and loyalty program redesign are driven by increasing digital engagement.

Jollibee has always been about more than just chicken—despite being voted America’s number one fast-food fried chicken two years in a row by USA Today. What began as a small ice cream parlor in the Philippines, founded by Tony Tan Caktiong, has grown into one of the fastest-growing quick-service restaurant brands in the world.

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As loyalty programs look toward 2026, few categories are under more pressure to evolve than travel. Shifting consumer expectations, accelerating AI adoption, and rising demands for immediacy are forcing brands to rethink how loyalty shows up, not just at booking, but throughout the entire journey.

In this Supplier Voices conversation, Nowell Outlaw, Chief Executive Officer of Switchfly, shares how AI-driven planning, real-time relevance, and emotional engagement are reshaping what effective travel loyalty looks like, and where many programs still struggle to keep pace.

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Customer loyalty has become a cornerstone of modern brand strategy, but for shopping center owners, it has never been a simple equation. Without control of the point of sale and with thousands of independent retailers operating under one roof, building a cohesive loyalty program presents challenges most consumer brands never face.

That tension is what ultimately shaped Simon+™: a loyalty program built to reflect how people shop today, across stores, channels, and experiences. In a recent conversation, Enna Allen, Senior Vice President of Marketing at Simon shared how Simon is re-thinking loyalty for a nontraditional category and why flexibility, collaboration, and value are essential to making the program work.

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For more than a century, Hilton has been shaping how people experience hospitality. Today, the company spans 26 brands, 9,000 properties, and 141 countries and territories, yet its loyalty strategy remains grounded in a simple idea: make travelers feel seen, valued, and supported at every stage of their journey.

In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Brad Anderson, Vice President of the Hilton Honors program, about how the brand continues to evolve loyalty in an increasingly complex and expectation-driven travel landscape.

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As loyalty leaders look toward 2026, the conversation is shifting away from feature sets and toward fundamentals: trust, relevance, and human connection. While artificial intelligence is accelerating what brands can do with data and personalization, it is also forcing a reassessment of what customers actually value in their relationships with brands.

In a recent conversation with Denise Holt, Senior Vice President and Head of Strategy, Experience, Research, and Insights at Phaedon, and Emily Merkle, Senior Vice President of Analytics and Data Science, they shared their thoughts about how brands are recalibrating loyalty strategies after a year of rapid experimentation, and what that means for the future of customer engagement.

Rather than viewing loyalty as a standalone program, both leaders argue the next phase of loyalty will be defined by systems that adapt to individual preferences, empower human interaction, and deliver value quickly and transparently.

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Papa Murphy’s has sliced out a unique position in the crowded pizza category with a simple yet transformative idea: pizzas made fresh in-store, taken home, and baked by the customer. With more than 1,000 locations across the U.S., including franchise-owned stores, the brand continues to differentiate through both product and experience.

Loyalty360 recently spoke with Jason Focht, Vice President of Digital Marketing, about the uniqueness of the take-and-bake model and the launch of the redesigned MySlice Rewards loyalty program. Both lend themselves well to motivating customer engagement and creating loyalty.

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Loyalty programs aren’t failing because they lack features: they’re failing because customers don’t feel value fast enough. As consumer budgets tighten and expectations accelerate, patience has become one of the scarcest resources brands contend with. Loyalty is no longer judged by what it promises over time, but by how quickly it proves its worth.

We spoke with Don Smith, Global Chief Consulting Officer at Capillary, about what that shift means for loyalty strategy in 2026, and why speed, relevance, and emotional connection are now deeply intertwined.

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As one of the fastest-growing fast-casual brands, Mediterranean eatery, CAVA, was founded in 2010 as a full-service restaurant. The company’s goal is to make delicious food that customers feel good about buying and eating. Today, the company has grown substantially, with more than 400 restaurants in 28 states across the country.

In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Andy Rebhun, Chief Experience Officer for CAVA, about the secret to this brand’s dramatic growth strategy.

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As brands enter 2026, loyalty strategies are being reshaped by economic pressure, rapidly shifting consumer expectations, and the accelerating role of technology. Rising costs, tighter margins, and changing audience behaviors have forced organizations to rethink how they create value that’s not just through rewards, but through relevance, ease, and emotional connection.

We recently spoke with Ellen Green, Vice President of Loyalty Strategy at Bounteous, about the forces that most influenced loyalty strategy in 2025 and how those lessons are shaping what comes next. From time-to-value and personalization to AI readiness and organizational alignment, Green outlined why loyalty is no longer a standalone program, but a relationship-driven capability embedded across the enterprise.

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White Castle’s loyal fan base has kept America’s “first fast-food hamburger chain” in business for nearly 105 years. What makes this brand still appeal to consumers and continue to expand, especially when other chains struggle to keep the doors open?

Loyalty 360 spoke with Jamie Richardson, Vice President of Marketing and Public Relations at White Castle, on the brand’s longevity and its loyalty program, known as Craver Nation Rewards.

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As brands look ahead to 2026, loyalty programs are evolving beyond transactions toward deeper emotional connection, relevance, and trust. Shifting consumer expectations and broader uncertainty are accelerating this change.

We recently spoke with Hayley Hanel, Senior Manager of Strategic Consulting at Kobie, who shared how growing unease around social, political, and economic change is reshaping loyalty strategies and elevating the role of community and belonging.

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Known for its irreverent attitude, unstoppable energy, and Seattle-style teriyaki bowls, Teriyaki Madness has always taken its food, but never itself, seriously. Founded in 2003 by friends who wanted to bring Seattle’s teriyaki culture to Las Vegas, Teriyaki Madness was purchased by its current CEO, Michael Haith, in 2016.

Now headquartered in Denver, Colorado, the self-proclaimed “scrappy brand,” uses digital innovation to transform a fast casual dining concept from 30 shops, into a national brand of nearly 200 locations.

Mark Johnson, CEO of Loyalty360, spoke to Jodi Boyce, Chief Marketing Officer of Teriyaki Madness, about the innovative steps the company used to build the brand and a loyalty program of nearly one million members.

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Blings, a global company headquartered in New York, New York, is using patented AI-powered MP5 technology to help companies create personalized, interactive videos that connect with customers in real-time. The platform pulls in live data to create each video and customize loyalty offers and gamified experiences, engaging customers and boosting conversion for clients.

Loyalty 360 spoke with Yonatan Schreiber, CEO and co-founder of Blings, about how this AI-powered personalized video is reshaping loyalty programs and customer experience.

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For more than 30 years, Toppers Pizza has gone beyond crafting inventive, high-quality pizzas to delivering an experience that keeps guests coming back time and time again. With 60 stores across 14 states, the Wisconsin-based chain has built a loyal following thanks to its fun, late-night-friendly menu, fresh ingredients, and a focus on community connection. The brand has become a fan favorite among college students, young professionals, and anyone looking for a unique pizza experience.

In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Mac Malchow, Vice President of Marketing and Development at Toppers Pizza, about how the brand builds loyalty by rewarding customers, delivering standout experiences, and staying deeply connected to the communities it serves.

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Collinson International, a privately-owned provider of global travel and customer loyalty programs, doesn’t offer your run-of-the-mill airport experience. Instead of being squeezed in plastic seating, knee to knee with fellow travelers in the main concourse, the company provides a premium airport lounge experience with a range of amenities.

Loyalty360 spoke with Jeremy Dalkoff VP of Partnerships and Travel Experiences at Collinson International, the operator of the popular Priority Pass, on how the company delivers a high-end, seamless, stress-free experience for travelers at more than 1,800 airport lounges worldwide.

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Families searching for a relaxed, local restaurant to enjoy good food at a reasonable price, and avid sports fans looking for a place to munch on chicken wings while catching the latest game might find Wings and Rings perfectly meets their needs. Established in 1984 in Cincinnati, Ohio, the 41-year-old sports franchisee concept now has 85 locations, 60 within the U.S. and 25 internationally. Known originally as Buffalo Wings and Rings, the company has updated its look, its name, and its menu, but its dedication and commitment to the local communities it services remains strong.

In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Dan Sweatt, Senior Marketing Manager for Wings and Rings, about how the company’s franchisees are growing their loyalty business by connecting with their customers and community.

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Loyalty360 spoke with Mike Donini, Senior Buyer at Maritz, one of the largest full-service incentive and loyalty partners in North America.

Maritz began in 1894 as a family-run wholesaler and manufacturer of fine jewelry and watches. During the Great Depression, Maritz pivoted its business to generate income, selling its merchandise to businesses as sales and service awards. The new direction kept it afloat and launched the beginning of what we know today as the incentive industry.

Today, Maritz designs and delivers large-scale solutions in the areas of channel engagement, consumer loyalty and employee rewards, as well as meetings and events, and automotive solutions. Maritz works with Fortune 500 organizations in industries including finance, shipping and delivery, hospitality, and airlines to design and fulfill loyalty and incentive programs, from program design and operations to purchasing and fulfillment.

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Long after most bakeries close, Insomnia Cookies comes to life, satisfying the late-night cravings of students and sweet-tooth fans alike. Founded in 2003 in a University of Pennsylvania dorm room, the brand has transformed a simple idea into a full-fledged movement, growing to more than 350 locations globally and earning millions of devoted fans worldwide.

In a recent conversation, Loyalty360 CEO Mark Johnson spoke with David Salama, Chief Digital Officer at Insomnia Cookies, about how the brand is using digital innovation and a redesigned loyalty program to turn transactions into touchpoints, and fans—which the brand calls its ‘Insomniacs’— into a thriving community. By blending technology and creativity, Insomnia Cookies continues to prove that emotional loyalty can be just as powerful (and satisfying) as the perfect chocolate chip cookie.

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How do your customers honestly feel about your brand? Are they just interested in discounts, or do they really believe your brand cares about what they think, buy, and experience when they shop with you? Are there strategic moves your company can make to create a stronger, more lasting relationship with both customer loyalty program members and non-members alike?

Mark Johnson, CEO of Loyalty360, spoke with Denise Holt, SVP and Head of Strategy, Experience & Research at Phaedon on ways to cultivate an emotional brand connection with today’s value-conscious consumers.

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As customer expectations shift and loyalty programs across industries evolve, Carnival Cruise Line is setting a new course for what engagement can look like at sea. Building on over 50 years of guest passion and brand recognition, the company is introducing an entirely new loyalty framework that mirrors the sophistication of leading airline and hotel programs, while keeping the fun, inclusive spirit that defines the Carnival experience.

At the helm of this transformation is Sidharth Krishna, Vice President of Loyalty, who brings deep expertise from the airline industry and a clear vision for the future of cruising: one where guests can earn, engage, and celebrate loyalty in more ways than ever before.

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In this episode of Leaders in Customer Loyalty: Industry Voices, Loyalty360’s Ethan Perry sat down with Chris Jones, Senior Vice President of Engagement Solutions at ITA Group, to explore how brands are translating emotional loyalty from an abstract concept into a measurable driver of business growth.

As a returning guest, Jones expanded on themes from his previous conversation, sharing findings from ITA Group’s latest research on emotional connection and how it amplifies the impact of value and ease within loyalty programs.

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When you walk into a Newk’s Eatery, you’re greeted by the warmth of an open kitchen, the sound of sizzling steak and shrimp on the grill, and the fresh aroma of house-made salad dressings crafted from scratch. Founded in 2004, Newk’s has carved out its place in the fast casual dining space by staying true to two core principles: hospitality and freshness. Every detail, from the open kitchen to the made-from-scratch recipes, is designed to make guests feel welcome and cared for.

In this edition of Leaders in Customer Loyalty: Brand Stories, we sat down with Chris Cheek, Chief Development Officer at Newk’s Eatery,to talk about how the brand blends heartfelt hospitality with innovative technology to build customer loyalty. From its scratch kitchen to its evolving digital tools and franchise strategy, Newk’s is proving that genuine connection, not just convenience, is the secret ingredient to long-term loyalty.

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Every traveler knows the paradox of modern flight: one moment you’re gliding through security and boarding early; the next, you’re navigating delays, lost bags, or crowded lounges. The difference between frustration and delight often comes down to how a brand manages those moments. In an era where expectations evolve faster than itineraries, emotional loyalty is forged not by luxury, but by reliability and relevance.

In this episode of Leaders in Customer Loyalty: Industry Voices, CEO Mark Johnson sat down with Andrew Harrison-Chinn, Chief Marketing Officer at DragonPass, to discuss how the company is reshaping the airport experience and leaning in to what emotional loyalty means for travelers in a post-pandemic, high-expectation era.

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In the latest edition of Loyalty360’s Leaders in Customer Loyalty: Brand Stories series, Tara Roth-Sterger, Senior Loyalty Program Manager at MANSCAPED, shared insights into the brand’s journey and its customer-first approach. Founded in 2016 by Paul Tran, MANSCAPED has grown from a men’s below-the-waist grooming company into a global leader in men’s personal care, expanding into beard, skincare, and grooming products. Tara discussed the launch of the brand’s new Members Only Rewards program, which integrates seamlessly with its strong subscription model to deliver simplicity, recognition, and exclusive perks. She emphasized MANSCAPED’s focus on building trust, community, and advocacy, highlighting partnerships like the one with the Testicular Cancer Society, while also underscoring how emotional loyalty and personalization are driving the brand’s next phase of customer engagement.

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Step into Moe’s Southwest Grill and the first thing you’ll hear is the signature shout: “Welcome to Moe’s!” As part of the GoTo Foods platform company, Moe’s taps into enterprise resources in technology, culinary innovation and guest insights that help the brand translate flavorful energy into long-term loyalty. But what really keeps guests coming back isn’t just the burritos, bowls and queso, it’s the energy, the personality and the way the brand makes loyalty feel fresh and fun.

In this edition of Leaders in Customer Loyalty: Brand Stories, we sat down with Mike Smith, Chief Brand Officer at Moe’s Southwest Grill, to talk about how the brand is blending bold flavors with bold ideas. With more than 7 million members in Moe’s Rewards, Smith shares how the team is reimagining loyalty with flexibility, personalization, and plenty of brand personality.

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For more than a century, Hasbro has been a household name in toys and games, with a portfolio spanning over 1,500 intellectual properties, from childhood classics like Candy Land to iconic titles like Monopoly and Clue. But in today’s entertainment landscape, nostalgia alone isn’t enough. To thrive, the brand has leaned into partnerships, fandom, and digital innovation that bring their intellectual properties to life in new and engaging ways.

Lindsey Camell, Head of Partnerships and Location-Based Experiences for North America, is at the center of that effort. Her team oversees partnerships that bring Hasbro’s IP to unexpected places, from McDonald’s Happy Meals to cereal boxes to even family entertainment centers and resorts. With loyalty woven into its DNA through decades-long activations like McDonald’s Monopoly, Hasbro is exploring how gamification, personalization, and cultural relevance can keep its brands connected to consumers for life.

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In this Executive Spotlight, Loyalty360 CEO Mark Johnson speaks with Amanda Mitchell, Head of Loyalty at Petro-Canada, proudly owned by Suncor, Canada’s leading integrated energy company. With nearly 20 years of experience, Mitchell brings a seasoned perspective on how loyalty can transform a commodity-driven industry.

Overseeing Petro-Points, a program with more than 4 million active members across 1,600 retail fuel locations, she shares insights on the unique dynamics of the Canadian loyalty market. Those include the role of digital innovation in creating seamless experiences, and why value and memorability are central to building stronger customer connections.

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For decades, car rental has been viewed as a transactional necessity. Simply a checkpoint on the travel journey rather than a meaningful part of it. Beth Gibson, Vice President, Avis First, sees that as a missed opportunity. With the recent launch of Avis First, she’s leading a bold initiative to shift perceptions and elevate expectations, introducing a first-of-its-kind rental experience built around convenience, care, and concierge-level service. Available to all travelers through the Avis app, the program also provides added advantages for loyalty members, including faster booking and recognition through the existing Avis Preferred program. This isn’t about perks. It’s about purpose and a relentless focus on what travelers actually value.

It isn’t just a new tier; it’s a fundamental shift in the company’s approach to customer engagement. With nearly 18 years at Avis Budget Group, Gibson’s deep operational knowledge, frontline empathy, and relentless commitment to the customer have uniquely positioned her to lead this transformation.

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In a time when restaurant brands are redefining what value and connection mean to their guests, McAlister’s Deli is standing out by blending purpose-driven hospitality with operational precision and digital intelligence.

In this edition of Leaders in Customer Loyalty: Brand Stories, we sat down with Danielle Porto Parra, Chief Brand Officer at McAlister’s Deli, to explore how the brand is weaving emotional branding, personalized loyalty, and a culture of hospitality into every guest experience. From their famed sweet tea to an enterprise-backed tech stack powering personalized offers, McAlister’s Deli is on a mission to nourish connections in every sense of the phrase.

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Travel can be magical, or it can be chaotic. As Mark Johnson, CEO of Loyalty360, noted at the start of this episode of Industry Voices, “The higher your expectations, the more likely something is to go sideways. And when it does, everyone from the airlines to the Online Travel Agencies (OTAs) finds themselves in the hot seat.” 

To explore how brands can turn that chaos into opportunity, Mark sat down with Jamie Perry, President of Paisly, the newly rebranded travel subsidiary formerly known as JetBlue Travel Products. Perry shared insights on the company’s evolution, its partnership with United, and how Paisly is leveraging technology and loyalty data to deliver meaningful, personalized experiences. 

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In a rapidly evolving telecommunications landscape, where customer choice and switching costs continue to shift, TELUS is rising above the noise. As Canada’s fastest-growing national telco, TELUS is redefining what it means to maintain loyalty—not just through connectivity, but by embedding value into every facet of the customer experience.

In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Jacob Pullia, who leads the national TELUS Rewards program. Pullia discusses the launch of the unified national program, the strategic partnerships driving deeper engagement, and how TELUS is adapting loyalty to match the needs of a price-sensitive, digitally enabled consumer base.

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Sephora has long been recognized as a leader in prestige beauty retail. Founded in France in the late 1960s, the brand introduced its now-famous open-selling concept that allowed shoppers to browse freely and test products across brands. Something unheard of in department store beauty counters of the time. When Sephora opened its first U.S. store in New York’s Soho district in 1998, the concept was still relatively unknown. “Back then, few people knew who we were, and many brands didn't want to work with us as a newcomer,” recalls Emmy Brown Berlind, Senior Vice President, General Manager of Loyalty at Sephora. “So, we really built our business on creativity, differentiation, and the belief that beauty should be fun and inclusive, and that commitment continues to shape how Sephora connects with its clients.”

That philosophy of inclusivity and discovery has powered Sephora’s rise into the leading prestige beauty retailer in North America, with more than 700 stores and a vibrant digital ecosystem. A critical part of that growth has been the Beauty Insider loyalty program, launched in 2007. “The launch of our Beauty Insider program was part of a key differentiation that we were able to introduce to the market which led to a lot of loyalty with our clients and continues to support the growth of the business,” Berlind explains.

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For over 120 years, ExxonMobil has been a trusted name in Egypt, offering high-quality lubricants and fuels through a vast network of more than 400 service stations and 250 Mobile One Centers. But as customer expectations evolve and convenience becomes king, ExxonMobil Egypt is leaning into customer loyalty as a competitive differentiator—transforming service stations from utilitarian fueling points into lifestyle destinations.

In this edition of Loyalty360’s Leaders in Customer Loyalty: Brand Stories, we speak with Karim Nour, Egypt Loyalty Head at ExxonMobil. Karim takes us inside the strategy behind Exxon Mobil Rewards+ program, shares insights on reaching digitally underserved segments, and explains why trust—not transactions—is the foundation of long-term loyalty in the Egyptian market.

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In this episode of The CEO’s Desk, Loyalty360 CEO Mark Johnson shares insights on the evolving role of brand partnerships in customer loyalty. From high-profile collaborations like Ulta & Target to innovative programs from MGM, JetBlue, and Walmart, Mark unpacks what’s working, what’s not, and how brands can evaluate partnerships for true mutual value. Discover the biggest challenges—technology integration, co-marketing, ROI alignment—and hear predictions for how partnerships will shape loyalty strategies in 2025 and beyond.

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In an era where personalized experiences are rapidly becoming the cornerstone of customer loyalty, Steven Galanis and the team at Cameo are creating new opportunities for fans to engage with their favorite talent. As CEO and co-founder, Galanis has spearheaded a unique business that blends entertainment, technology, and loyalty innovation.

"Cameo is a marketplace where you can book personalized video messages from tens of thousands of the most interesting people in pop culture," Galanis explains. "We started the business in 2017 with the idea that the selfie was the new autograph."

From that simple premise, Cameo has grown into a platform with a 4.9-star rating in the App Store, millions of videos sold, and a dedicated base of super fans. Yet, Galanis admits the opportunity is still much larger than the current footprint. "People ask, 'Did you ever think Cameo would be this big?' And the truth is, I look at it every day, and I can't believe we're this small," he says. "We believe there's about 50 million people in the world that could be professional creators on Cameo. Today, we have 60,000."

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When Jay Jhun joined Church’s Texas Chicken® three years ago, he stepped into a 73-year old legacy brand with a fiercely loyal guest base—but without a formal loyalty program in place. What followed was a fast-paced, ground-up effort to create a digital and loyalty ecosystem that could serve both the brand’s long-standing values and its evolving customer expectations. Today, Jhun leads loyalty and digital strategy for the brand as Senior Director, and in less than a year since launching the brand’s "Real Rewards" loyalty program, Church’s has already seen measurable success in both digital engagement and emotional guest connection.

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In this edition of Leaders in Customer Loyalty: Industry Voices, Loyalty360’s Ethan Perry spoke with Jim Sturm, President of North America at Capillary Technologies, about the company’s aggressive growth strategy, its differentiators in the crowded loyalty technology marketplace, and how artificial intelligence is reshaping loyalty programs for 2025 and beyond.

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For nearly 70 years, Blain’s Farm & Fleet has stood as a trusted destination for rural and suburban consumers across the Midwest—earning its reputation as the “modern general store” through a steadfast commitment to community, convenience, and customer loyalty.

In this edition of Leaders in Customer Loyalty: Brand Stories, we sat down with Aly Blawat, who leads Customer Research, Insights, Personalization Strategy, and Loyalty at Blain’s Farm & Fleet, to learn more about how the brand continues to evolve its value proposition, listen deeply to its customers, and execute a loyalty strategy that’s both personal and purpose-driven.

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Loyalty360 sat down with David Andreadakis, Chief Commercial Officer at Loyalty Juggernaut, for a wide-ranging discussion on the evolution of customer loyalty, the shifting role of providers, and why actionable data — not just data collection — will separate tomorrow’s leaders from the rest.

Andreadakis, who joined Loyalty Juggernaut five months ago, brings a deep appreciation for the intersection of creativity, data, and customer experience. With a personal passion for music and storytelling, he approaches loyalty as both a science and an art — one that requires brands and providers to continually innovate and adapt.

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In this edition of Loyalty360’s Executive Spotlight, we speak with Erik Kapila, Director of Loyalty at Marcus Theatres. With over 25 years of experience spanning CPG, retail, and entertainment, Erik brings a wealth of knowledge in loyalty program strategy, analytics, and customer experience.

During this conversation with Mark Johnson, Loyalty360’s CEO, Erik shares his journey from Procter & Gamble and Kimberly Clark to launching loyalty programs at Fleet Farm and Marcus Theatres. He discusses the unique challenges and opportunities in entertainment loyalty, the importance of personalization and member value, and the insights that drive meaningful engagement. Erik also offers thoughtful advice for early-career professionals, emphasizing the importance of deeply understanding your customers and solving real business problems.

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In the world of hospitality and entertainment, where luxury experiences and personalized services are paramount, MGM Resorts International stands out for its ability to blend world-class gaming with immersive experiences. With a portfolio that spans across the globe—from Las Vegas to international markets like China, the United Arab Emirates, and Japan—MGM Resorts has mastered the art of customer loyalty through its innovative MGM Rewards program. At the forefront of this transformation is Anil Mansukhani, Vice President of Loyalty Marketing, who has led the charge in shaping the program to meet the evolving needs of MGM’s guests.

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With a legacy that spans nearly a century, Tractor Supply Company (TSC) has grown from a humble mail-order catalog to the largest rural lifestyle retailer in North America. With over 2,500 stores across the U.S., including the Tractor Supply brand and pet-specialty retailer Petsense by Tractor Supply, the company continues to evolve—not just in size, but in how it builds meaningful, lasting relationships with its customers.

Driving customer loyalty for the brand is Joe Leone, Vice President of Marketing, who now leads Tractor Supply’s LEAP team, an integrated unit that oversees Loyalty, Engagement, Analytics, and Personalization. Leone and his team are reshaping the company’s customer experience through data, strategic listening, and a deep commitment to mission-driven loyalty.

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From late-night honey butter chicken biscuits to meme-worthy social engagement, Whataburger has cemented itself as a beloved brand with a fiercely loyal fan base. Founded in 1950 by Harmon Dobson in Corpus Christi, Texas, the company was built on a straightforward promise: to serve a burger so big it takes two hands to hold and so good that customers exclaim, "What a burger!"

Today, Whataburger is in the midst of a multi-state expansion, combining its storied heritage with innovative technology and personalized digital experiences. At the center of this transformation is Keith McLellan, Group Director of Digital Customer Experience.

"As the digital customer experience lead, I'm really focused on leaning into that convenience culture and helping our brand understand the future state of our consumers," McLellan explains. "We're trying to drive the outcome of loyalty through just great food and great service."

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In the current world of customer loyalty, payments and incentives are no longer just transactional, they are foundational elements that shape how customers feel about a brand. For Vince Chiofolo, Senior Vice President of Revenue Strategy at Dash Solutions, the future of loyalty lies in marrying seamless payments with meaningful engagement.

“You can have the best product, service, and price,” Chiofolo explains, “but the payment experience should also be best-in-class.”

Dash Solutions, a fintech pioneer with nearly 30 years of experience, is reshaping how brands deliver rewards and payments. By replacing slow, outdated processes like mailing paper checks with digital, real-time payment options, Dash Solutions makes it easier and faster for businesses to pay customers and employees, while boosting engagement.

“At Dash, our rally cry is ‘make payments mean more,’” Chiofolo says. “We don’t just process payments; we create experiences that motivate behavior and foster loyalty.”

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Mitch Walden, Senior Director of Digital and Loyalty at Scooter's Coffee, isn’t just overseeing a rewards program—he’s steering a loyalty transformation rooted in long-term growth, customer-centric innovation, and operational alignment. With nearly three decades of experience spanning e-commerce, CRM, and digital strategy, Walden brings a cross-disciplinary lens to an industry that is evolving as rapidly as consumer preferences.

Founded in Bellevue, Nebraska, in 1998, Scooter’s Coffee has grown from a Midwest favorite into a rapidly expanding drive-thru specialty beverage chain. With a footprint built on convenience and friendly service, Scooter’s aims to deliver "amazing people, amazing drinks, amazingly fast" through 650-square-foot kiosks across the country. The company's culture of hospitality underpins its approach to loyalty—one that Walden has helped evolve to meet the expectations of modern consumers.

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In an industry where innovation is often measured by specs and screen size, Echelon is taking a different approach—one rooted in accessibility, adaptability, and authentic member connection. As the fitness technology brand expands its AI capabilities and scales its omnichannel footprint, it remains firmly committed to one mission: supporting people on their fitness journey, whatever that may look like.

For John Santo, Co-Founder and Chief Product & Technology Officer, customer loyalty at Echelon isn’t a KPI—it’s a relationship. One that’s nurtured through thoughtful product design, personalized engagement, and an ecosystem that truly follows members wherever they go.

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Inside the 2025 State of Customer Loyalty Report: Part 2 | CEO’s Desk with Mark Johnson

Welcome back to The CEO’s Desk with Loyalty360 CEO Mark Johnson! In Part 2 of our deep dive into the 2025 State of Customer Loyalty Report, we explore how brands are operationalizing loyalty, building internal alignment, and translating strategy into measurable business impact.

What’s behind the drop in personalization as a strategic priority—even as it's still the top area of program enhancement?

Why are more brands reporting enterprise-level insights and improved engagement metrics?

Is the growing confidence in loyalty programs justified, or is it the result of confirmation bias?

In this episode, we unpack:
🔹 Why brands are prioritizing fewer loyalty objectives and focusing on execution

🔹 The growing importance of tech stack optimization and data orchestration

🔹 How brands are using loyalty as a performance engine—not just a marketing tool

🔹 The increase in loyalty team sizes and internal Centers of Excellence

🔹 Predictions on where personalization, partnerships, and innovation are heading by 2026
As loyalty programs evolve from add-ons to strategic assets, tune in to hear how brands are setting new benchmarks for impact, insight, and integration.
📌 Missed Part 1? Watch it now to explore foundational trends and shifting executive mindsets

🔗 Download the full 2025 State of Customer Loyalty Report at Loyalty360.org

👉 Subscribe for expert takes and actionable strategies from today’s loyalty leaders

CustomerLoyalty #LoyaltyPrograms #Loyalty360 #CustomerEngagement #CXStrategy #MarketingTrends #Personalization #DataStrategy #LoyaltyTech #CEOInsights

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EG America is reshaping how convenience stores engage with their customers. As the fourth-largest chain in the U.S., with familiar brands like Cumberland Farms, Turkey Hill, and Fast Track, it’s leading the charge in integrating technology and personalization into its loyalty strategy. At the helm of this transformation is Whitney Johnson, Senior Vice President of Marketing, who is redefining the company’s approach to customer loyalty by blending AI-driven insights with hyper-local, tailored experiences that resonate with today’s on-the-go consumer.

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How Customer Loyalty Is Shifting in 2025 | CEO’s Desk with Mark Johnson

In this episode of The CEO’s Desk, Loyalty360 CEO Mark Johnson unpacks key insights from the 2025 State of Customer Loyalty Report, including year-over-year trends, strategic shifts, and executive sentiment around loyalty programs.

Why did the number of brands planning loyalty program overhauls drop from 79% in 2024 to 64% in 2025?
What’s driving a 10-point increase in executive support for loyalty?
What does “operationalizing loyalty” really mean—and how are brands doing it?

We explore the realignment of priorities among leading brands, including:

The decline in reward innovation and the rise of personalization

Growing executive buy-in and enterprise-wide support for customer loyalty programs

Challenges with brand partnerships, gamification, and integrating new technologies

The shift away from broad acquisition tactics toward deepening value for existing members

Whether you’re a loyalty marketer, brand strategist, or CX leader, this conversation offers tactical insights and strategic context to help you optimize loyalty performance in a changing landscape.

📝 Don’t miss next week’s episode, where we dive into team structures, loyalty KPIs, and how high-performing brands are measuring success.

👉 Subscribe to stay updated on loyalty trends and best practices
🔗 Learn more at Loyalty360.org

CustomerLoyalty #LoyaltyPrograms #LoyaltyMarketing #CXStrategy #Loyalty360 #CustomerEngagement #Personalization #Gamification #BrandPartnerships #CEOInsights

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For Merz Aesthetics, customer loyalty is more than a marketing initiative; it’s a guiding philosophy that influences every aspect of the brand’s identity and operations. As a global medical aesthetics company with a strong family-owned heritage, Merz Aesthetics places deep emphasis on building trust and delivering meaningful experiences that resonate with both healthcare providers and patients. In a category where confidence and care intersect, the company recognizes that loyalty must be rooted in both emotional connection and practical value.

At the center of this strategy is Xperience+, Merz Aesthetics’ award-winning U.S. loyalty platform designed to be both impactful and effortless. While the program is celebrated for its simplicity, it’s underpinned by a thoughtful, evolving strategy that adapts to the needs of a diverse and dynamic audience. From streamlining the user journey to ensuring that rewards feel genuinely valuable, Merz Aesthetics is committed to making loyalty easy without sacrificing depth.

The brand’s approach is led by Donnarie Hales, Director of Loyalty Strategy and Experience, who plays a key role in shaping how the brand balances innovation with simplicity. Hales emphasizes the importance of designing a platform that not only meets the practical needs of providers and patients but also reflects the emotional core of the aesthetics experience. With a focus on listening, evolving, and staying ahead of consumer expectations, Merz is working to create deeper connections with the next generation and building loyalty in an industry grounded in beauty, trust, and transformation.

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In this edition of Loyalty360's Leaders in Customer Loyalty: Industry Voices, we sat down with Dr. JR Slubowski, Vice President of Consulting and Research Center of Excellence Lead at Kobie, to discuss the state of customer loyalty, the evolution of loyalty strategies, and the frameworks shaping the industry today. With decades of experience and a front-row seat to cross-industry innovation, Dr. Slubowski shared insight into the emotional drivers of loyalty, Kobie’s unique approach to program design, and how brands can rethink the way they cultivate long-term customer relationships.

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California Pizza Kitchen (CPK) has been delighting diners for four decades, but as the brand celebrates its 40th anniversary, Chief Marketing Officer Dawn Keller, is focused not on nostalgia but on reinvention. At the helm of marketing, culinary, digital, and menu innovation, Keller is bringing a deeply personal connection to the brand—and a bold, modern vision for its future.

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As brands face mounting pressure to create deeper, more sustainable connections with their customers, the role of loyalty strategy has evolved from transactional tactics to enterprise-wide engagement. For Michelle Sequeira Yee, Vice President of Consulting at Bond, this evolution isn’t just necessary, it’s urgent. Drawing on her experience leading customer and digital strategy at large national Canadian retailers, and on the agency side at McCann and Havas, Sequeira Yee now helps brands reimagine loyalty as a driver of business growth, using data, technology, and emotional relevance to build meaningful relationships across the customer base.

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Welcome to Leaders in Customer Loyalty: The CEO’s Desk, a Loyalty360 original podcast series featuring exclusive executive insights from Loyalty360 CEO Mark Johnson.

In part 2 of this interview, Mark unpacks the Top 11 Trends in Customer Loyalty for 2025, straight from Loyalty360’s Advisory Board sessions at the 2025 Loyalty Expo.

What You’ll Learn in This Episode:
• Why organizational alignment is mission-critical to program success How leading brands are substantiating and reinforcing loyalty program value
• The growing pressure to prove ROI to CFOs and align loyalty with business strategy Key strategies for simplifying loyalty program structures and overcoming tier fatigue
• The evolving role of AI, data, and personalization in loyalty program optimization
• How brands are adapting to economic uncertainty, supply chain disruption, and regulatory changes
• Real-world examples of loyalty innovation from brands like Wigels and others

Whether you’re a loyalty program manager, brand executive, or tech partner, this episode is packed with critical insights to help you evolve your loyalty strategy in a time of rapid change.

📌 Subscribe for more in-depth discussions on customer loyalty, emotional engagement, loyalty partnerships, and next-gen program design.

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In the competitive world of convenience stores, where speed and service reign supreme, customer loyalty programs are becoming a pivotal factor in brand success. Weigel's, a family-owned convenience store chain based in East Tennessee, is setting a high standard with its innovative loyalty program, My Weigel's Rewards. With 85 locations and a commitment to quality products, exceptional service, and community engagement, Weigel's continues to expand, creating lasting connections with its customers. At the heart of this success is Jessica Starnes, the Director of Loyalty at Weigel's, who has been with the company for over 16 years, driving the evolution of its loyalty program.

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2025 Customer Loyalty Trends Uncovered

Welcome to Leaders in Customer Loyalty: The CEO’s Desk, a Loyalty360
original podcast series featuring exclusive executive insights from Loyalty360 CEO Mark Johnson. In this episode, Mark unpacks the Top 11 Trends in Customer Loyalty for 2025, straight from Loyalty360’s Advisory Board sessions at the 2025 Loyalty Expo.

What You’ll Learn in This Episode:

• Why organizational alignment is mission-critical to program success
• How leading brands are substantiating and reinforcing loyalty program value
• The growing pressure to prove ROI to CFOs and align loyalty with business strategy
• Key strategies for simplifying loyalty program structures and overcoming tier fatigue
• The evolving role of AI, data, and personalization in loyalty program optimization
• How brands are adapting to economic uncertainty, supply chain disruption,
and regulatory changes
• Real-world examples of loyalty innovation from brands like Weigels and others

Whether you’re a loyalty program manager, brand executive, or tech partner,
this episode is packed with critical insights to help you evolve your loyalty
strategy in a time of rapid change.

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In an increasingly dynamic marketplace, the role of customer loyalty has evolved far beyond transactional relationships. Today’s leading brands understand that loyalty must be earned through authentic engagement, reciprocal value and experiences that resonate on both functional and emotional levels. Lenovo, a global technology powerhouse, exemplifies this philosophy with its customer-centric initiatives, including the award-winning Evolve Small program and the My Lenovo Rewards platform.

In a recent conversation with Loyalty360, Jamie Linville, Digital and Brand Senior Manager at Lenovo, shared insights into how the company approaches loyalty, the evolution of its programs and the balance between technology and humanity in customer engagement.

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For many fans, the first concert or professional sporting event they attend is more than just entertainment. It’s a core memory. It’s the roar of the crowd, the closeness of family, and the once-in-a-lifetime thrill of seeing a favorite artist or team live. Today’s consumers no longer settle for a faraway seat or generic experience; they want immersive, personalized moments that spark emotional resonance. At the forefront of this movement is VIP Nation, a leader in curated concert experiences and part of the Live Nation family.

Evan Abrams, Senior Director at VIP Nation, has had a front-row seat in the evolution of fan engagement for more than a decade. “VIP Nation, we're a global leader in premium concert experiences. "We work directly with the artists, managers, and promoters to create elevated fan moments,” Abrams explains. These range from artist meet-and-greets and sound checks to photo ops on stage and exclusive merch bundles. “Our mission is to bring fans closer to the music they love in unforgettable ways.”

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Brands currently face a variety of challenges including rising customer expectations, generational differences, and increasing desire for seamless omnichannel experiences. CORA Loyalty is answering that call with a comprehensive portfolio that integrates next-gen tech, deep personalization, and strategic services. At the helm is Beth McCoy, President of CORA Loyalty, who joined Loyalty360's Industry Voices series to share her vision and strategies for evolving loyalty in 2025 and beyond.

"CORA Loyalty is a newly created portfolio made up of three separate companies or entities that some people may be familiar with from the loyalty marketplace," McCoy explains. These include RewardOps, an API-based rewards marketplace; Carlson Marketing Solutions, an enterprise-grade points bank and engagement platform; and Points at Work, a channel incentives tool tailored to employees and manufacturers.

Together, they form an end-to-end loyalty ecosystem, bolstered by a services layer offering data science, digital marketing, and curated marketplace solutions.

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In the world of customer loyalty, few programs embody purpose as completely as AARP Rewards. More than a points-based platform, it’s a mission-driven engagement engine designed to empower people aged 50 and older to live better, healthier lives. By leveraging traditional loyalty mechanisms in non-traditional ways, AARP has built an emotional connection with its members that goes beyond incentives and aims for impact.

At the heart of this innovative program is Arapit Patel, Vice President of Loyalty at AARP. With a background in technology consulting and systems integration, Patel brings a product-minded approach to loyalty that’s focused on outcomes over optics. His path to AARP was unconventional, but his commitment to member well-being is unmistakable.

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In an era of short attention spans and digital overload, traditional loyalty communications are increasingly falling flat. For Yosef Peterseil, COO and Co-Founder of Blings, the solution lies not just in better content, but in a more engaging medium altogether. "We're all in a video world. We're all on TikTok and YouTube and Netflix, and that's what we're used to consuming."

Founded in 2019, Blings is a technology company helping brands deliver personalized customer communications replacing static emails and generic SMS with real-time, dynamic video. At the core of this transformation is the company’s patented MP5 video format, which allows personalized videos to be rendered directly on the end user's device.

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For over three decades, Noodles & Company has served globally inspired noodle dishes with a side of comfort. But in today’s competitive and value-conscious quick-service landscape, staying relevant, and resonant, requires more than just a beloved bowl of pasta. For Executive Vice President of Marketing Steve Kennedy, long-term success comes down to a deep commitment to customer experience, continuous innovation, and a loyalty strategy that transcends transactions.

With over 460 locations across the country, Noodles & Company has carved out a distinct niche in the fast-casual sector, offering made-to-order meals that emphasize bold global flavors and fresh ingredients. Kennedy, who joined the brand with deep roots in loyalty marketing from past roles at Domino’s, Nestlé, and Borders Books, sees the company's loyalty strategy not as a standalone program, but as a core expression of its brand ethos.

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As one of the NBA’s most recognized franchises, the Cleveland Cavaliers are deeply woven into the cultural and civic fabric of their city. Behind the high-octane action on the court is a strategic and increasingly sophisticated approach to fan engagement powered by the Cavaliers Marketing team. Central to the marketing team’s success is the role Jeremy Halek plays as the Senior Director of Consumer Marketing. With a background that blends data science and marketing strategy, Halek has helped the organization reshape how it defines and delivers value to fans, emphasizing emotional connection, personalized engagement, and long-term loyalty.

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In this episode of Leaders in Customer Loyalty: Industry Voices, Loyalty360 sits down with Chris Jones, Senior Vice President of Engagement Solutions at ITA Group, for a detailed discussion on the evolving strategies driving customer loyalty in today’s competitive landscape. With decades of experience spanning consumer products, financial services, and retail, Jones brings a practitioner’s perspective to agency strategy offering tactical insights and evidence-based guidance to brands seeking to create meaningful, lasting customer connections.

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Health and wellness have become foundational to the modern lifestyle, with consumers redefining what fitness looks like shifting from traditional gym routines to more holistic and mobile-friendly approaches. Walking, hiking, cycling, and fitness-tracking apps are now integral parts of personal health journeys. This evolution has created new opportunities for customer-centric innovation, and few brands are leaning into this shift as effectively as Fleet Feet.

Founded in 1976 by two women in Sacramento, California, Fleet Feet has grown from a single boutique running store into the country’s largest franchisor of locally owned and operated specialty running retailers. Today, it operates more than 280 stores across 40 states, offering expert outfitting, training programs, and a strong sense of community. At the heart of Fleet Feet’s loyalty strategy is its recently relaunched Fleet Feet Milestones program—an initiative that reflects both its legacy and its forward-thinking ethos.

Joining us for this edition of Leaders in Customer Loyalty: Brand Stories is Abbey Gurley, Senior Manager of Customer Loyalty at Fleet Feet, who shares how the brand is building emotional loyalty, supporting franchisees, and using customer data with care.

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In a highly competitive and commoditized fuel retail landscape, Petro-Canada, a Suncor business, is refining what customer loyalty looks like. Celebrating 50 years of serving Canadians coast to coast, the brand is leveraging deep insights, digital transformation, and purpose-driven partnerships to build emotional loyalty and maintain its relevance in an evolving market.

At the heart of this initiative is Amanda Mitchell, Head of Loyalty at Petro-Canada, alongside Monica Stevenson, Strategic Partnerships Manager. With decades of combined experience in loyalty, marketing, and customer engagement, the duo is leading efforts to make Petro-Points, one of Canada's longest-running loyalty programs, more impactful, accessible, and emotionally resonant. Mitchell and Stevenson recently joined Loyalty360’s Ethan Perry on the Leaders in Customer Loyalty podcast to discuss how Petro-Canada is innovating in loyalty, managing complexity, and preparing for the next generation of customer expectations.

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For brands aiming to deepen engagement and create meaningful loyalty experiences, the traditional "earn and burn" model is no longer enough. In today’s Industry Voices, Mary Luckey, Reward Strategy Director at Maritz, shares her perspective on how loyalty programs must evolve to remain relevant — and why reward strategy is at the heart of that transformation.

With more than two decades at Maritz — and experience across both consumer and B2B loyalty programs — Luckey focuses on what she calls "the really fun part" of loyalty: shaping the rewards members earn. "My role is about working with account teams and clients to ensure they offer the right rewards — whether it's merchandise, gift cards, travel, or experiences — and crafting redemption experiences that truly drive loyalty," she explains.

At Maritz, the approach to customer loyalty goes well beyond points and transactions. Luckey describes loyalty as a relationship, not a straight line, emphasizing that customer engagement must be seen as a living journey rather than a single outcome. "Since Maritz has always focused on people and behavior change, we design loyalty journeys that tap into emotions," she says. For example, encouraging members who redeem for a major travel reward to create a photo book afterward helps them savor memories and dream about the next trip — subtly pulling them deeper into the brand experience.

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In this Executive Spotlight, Loyalty360 CEO Mark Johnson speaks with Tim Glomb, Head of Operational AI at Wunderkind. Glomb’s unconventional journey—from touring the world with platinum-selling rock bands to producing for MTV and now leading AI operations at a marketing technology powerhouse—offers a fresh, candid view on the future of customer loyalty. With decades of experience on both the brand and tech sides of the fence, Glomb shares his no-nonsense take on brand integration, data activation, AI education, and why mentorship and community matter more than ever.

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In a category often rooted in tradition, the Virginia Lottery is proving that innovation in customer loyalty can thrive even in a highly regulated and complex environment. Under the leadership of Prudence Milligan, Senior Customer Strategy Manager, the Virginia Lottery has launched a forward-thinking, points-based loyalty program that not only sets a precedent within the lottery industry but also reflects a larger commitment to community impact and customer engagement.

“Our mission at the Virginia Lottery is to generate revenue for K-12 public education,” Milligan explained. “Last year we generated more than $934 million for public schools and, since 1999, we’ve contributed more than $13 billion to schools in the Commonwealth.”

But while the mission remains paramount, the Virginia Lottery is equally focused on reshaping how players engage with its brand, particularly in an increasingly competitive marketplace.

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Brands are inundated with tools, touchpoints, and evolving consumer behaviors amid increasing economic uncertainty. In the current context the challenge isn't merely building loyalty, it’s operationalizing it at scale and speed. For Kyle Pretsch, President of Bambu, the solution starts with a fundamental shift in perspective: meet customers where they are, move fast, and deliver value with intent.

In this edition of Loyalty360’s Industry Voices, Pretsch shares how Bambu is redefining what it means to be “mobile-first,” why customer loyalty needs to go back to fundamentals, and how brands can build loyalty programs that are both responsive and resilient in today’s attention economy.

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In today's highly competitive restaurant landscape, standing out requires more than just great food. It demands seamless digital experiences, deep emotional connections, and a loyalty strategy that touches every part of the brand. Tropical Smoothie Cafeis meeting that challenge head-on, leveraging loyalty principles to create what it calls “everyday getaways” for its guests.

At the heart of this effort is Melissa Cummings, Vice President of Digital Marketing. With over three years leading the Tropic Rewards® loyalty program and broader digital initiatives, Cummings has been instrumental in driving nearly 50% year-over-year loyalty growth — an achievement all the more remarkable given today’s fragmented foodservice market.

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Brands are continually seeking innovative ways to enhance member engagement and provide additional value through their customer loyalty strategies. Integrating travel experiences into rewards portfolios has emerged as a compelling strategy to achieve these goals.

In this edition of Leaders in Customer Loyalty: Industry Voices, Loyalty360’s Ethan Perry speaks with Nowell Outlaw, CEO of Switchfly, a travel experience platform that assists companies in creating memorable moments for their customers and employees. Outlaw discusses Switchfly's role in enhancing loyalty and rewards programs, its expansion into employee recognition solutions, and the impact of personalization and AI on the future of customer loyalty.

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In this Executive Spotlight, Loyalty360 CEO Mark Johnson speaks with Ryan Draude, Head of Loyalty Offer Management and Shopper Marketing at Giant Food. Draude shares his forward-thinking perspectives on building loyalty in a highly competitive and increasingly value-driven grocery market. With experience spanning financial services, hospitality, and retail, Draude brings a rich, cross-vertical understanding to loyalty program leadership. He discusses how Giant Food is differentiating through service excellence, deep customer engagement, proactive fraud prevention, and a sharp focus on creating meaningful connections beyond transactions. Draude also offers personal reflections on leadership, mentorship, and paying it forward, highlighting the human side of loyalty strategy in today's dynamic environment. Read the excerpt below and listen to the entire interview on the Leaders in Customer Loyalty podcast.

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For nearly a century, Publix has been a cornerstone of the Southeast’s grocery landscape, earning a level of customer devotion that transcends traditional shopping habits. Founded in 1930 by George Jenkins, the company has grown from a single store in Winter Haven, Florida, to nearly 1,400 stores across eight states, all while remaining true to its founding ethos: take care of your people, and they will take care of your customers.

In a recent episode of Leaders in Customer Loyalty: Brand Stories, Maria Brous, Director of Communications at Publix, offered an inside look at how the grocer cultivates loyalty by investing in associates, elevating the customer experience, and serving communities with integrity and purpose.

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In an era where brands are increasingly scrutinizing the financial impact of their loyalty strategies, Jonathan Silver, CEO of Engage People, has a clear message: loyalty programs must drive measurable, positive ROI or risk becoming expendable.

Speaking with Loyalty360 as part of the "Leaders in Customer Loyalty: Industry Voices" series, Silver shared his perspective on where loyalty is headed, the technologies reshaping customer engagement, and the strategies brands must embrace to ensure their programs succeed.

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In an era where retail continues to evolve at breakneck speed, Office Depot and OfficeMax are setting a new standard for how customer loyalty is earned, nurtured, and scaled. With hybrid work as the new norm and customer expectations growing more complex, Office Depot is meeting the moment with a bold blend of personalized service, smart data use, and culture-driven execution.

At the heart of this transformation is Kevin Moffitt, President of Office Depot's integrated business unit. Moffitt joined Office Depot over 13 years ago, initially focusing on e-commerce and digital strategy. His career spanned financial services, nonprofit, and consulting sectors before settling into retail, where he's spent the last two decades. Today, he oversees both Office Depot’s digital platform and its physical retail operations. Moffitt recently joined Mark Johnson, CEO of Loyalty360, on the Leaders in Customer Loyalty podcast to discuss how the brand is redefining customer engagement, what it means to create emotional loyalty in modern retail, and the strategic priorities driving the future of Office Depot's loyalty programs.

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How Loyalty Principles Drive Impact in the Nonprofit Sector

Loyalty professionals spend much of their time optimizing engagement, designing value exchanges, and driving long-term brand affinity. While these strategies are typically associated with commercial brands, they’re just as relevant, and arguably more critical, in the nonprofit sector, where emotional commitment and sustained participation directly impact lives.

Feeding America, the largest hunger relief organization in the United States, offers a compelling example of how loyalty principles like hyper-local relevance, omnichannel engagement, emotional connection, and strategic partnerships can be leveraged to build movements, not just memberships.

In a conversation with Loyalty360, Casey Marsh, Chief Development Officer at Feeding America, provided insight into how the organization’s work is deeply informed by many of the same mechanics used to grow customer loyalty applied through the lens of social mission.

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Bringing Loyalty to Life with an Authentic, Brand-First Approach

Since its founding in 1963, Portillo’s has built a loyal following with its crave-worthy Chicago-style street food, from iconic Italian beef sandwiches to its famous chocolate cake. Customers don’t just dine at Portillo’s—they celebrate there, creating memories that span generations. Now, with the launch of its first-ever loyalty program, Portillo’s Perks, the brand is taking customer engagement to the next level with an approach that is as unique as the brand itself.

In a recent interview on Leaders in Customer Loyalty: Brand Stories, Keith Correia, Chief Information Officer, and Vallory McCormack, Director of Marketing, shared insights on Portillo’s loyalty strategy, the role of digital innovation, and how they’re reinforcing customer connections beyond the four walls of their restaurants.

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Welcome to the latest installment of Leaders in Customer Loyalty, the podcast where Loyalty360 sits down with some of the most innovative and accomplished leaders in customer loyalty, engagement, and experience. As part of our Executive Spotlight series, we’re excited to feature a conversation with Per Jensen, Director of Loyalty at Stop & Shop.

Per brings a global perspective to loyalty strategy, drawing on his rich career across Europe and the United States. In this discussion, Per offers valuable insights into how Stop & Shop is evolving its loyalty approach to align with changing customer expectations, including the rollout of the retailer’s innovative Savings Center, a major shift in how customers access and engage with digital offers.

Throughout the episode, Per shares his thoughts on the importance of associate engagement, the growing role of private brands in driving loyalty, and why simplicity and clarity are critical for both internal teams and customers when it comes to program design. He also reflects on the differences between European and U.S. loyalty landscapes, offering practical takeaways for brands operating across markets.

Whether you’re looking to refine your loyalty strategy, enhance internal education about your programs, or gain a fresh perspective on how to build meaningful customer relationships, this conversation with Per Jensen delivers actionable insights and forward-thinking strategies.

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First Tech Federal Credit Union has a long-standing history of serving individuals in the tech industry, providing financial services tailored to their unique needs. In a recent interview, Mairi Burns, Vice President of Brand Marketing at First Tech, discussed the organization’s strategic vision, customer loyalty initiatives, and the recent launch of their ambitious First Tech Beyond program.

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In this edition of Loyalty360’s Executive Spotlight, we speak with Don Smith, Chief Consulting Officer at Capillary Technologies. With nearly two decades of experience at Brierley, now part of Capillary, Don offers unique insight into the evolving loyalty landscape — from program design and advanced analytics to the role of AI-driven personalization and member-controlled experiences.

During this conversation with Mark Johnson, Loyalty360 CEO, Don shares his perspective on the future of customer loyalty, the importance of building programs around customer choice, and how loyalty strategies must evolve to address shifting customer expectations. He also discusses the challenges and opportunities of coalition loyalty in the U.S., the potential for innovation in the automotive sector, and the critical importance of listening to customers and acting on that feedback to build authentic, data-driven relationships.

For loyalty professionals, brand leaders, and those shaping customer engagement strategies, this episode offers valuable insights and actionable takeaways to apply in your own programs.

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For many, Applebee’s is more than just your neighborhood bar and grill, it’s a place where lifelong memories are made. Whether it’s a first date, a post-game meal with teammates, or a family gathering, the brand has fostered deep emotional connections with its guests for generations. By focusing on personalization, relevance, and employee engagement, Applebee’s is redefining customer loyalty beyond traditional discounts and rewards.

We sat down with Vicki Hormann, the Executive Director of Off-Premise and CRM at Applebee’s, who gave us insight into the return of their Date Night Pass, their loyalty program, and how they’re planning to keep customers engaged in the years to come.

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Loyalty programs are undergoing a transformation, driven by shifting consumer expectations, technological advancements, and an increased focus on delivering real value. As brands navigate this evolving landscape, they’re making bold moves to refine, reinvent, and, in some cases, completely overhaul their loyalty strategies.

In this installment of Leaders in Customer Loyalty: Industry Voices, we sit down with Mladen Vladic, Head of Products and Services for Loyalty at FIS, to discuss what’s driving this industry-wide shift. From the growing emphasis on non-transactional rewards to the role of AI in shaping personalized customer experiences, Vlad shares key insights on where loyalty is headed in 2025.

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Welcome to another Leaders in Customer Loyalty: Executive Spotlight, where we bring you insights from top executives driving innovation and excellence in customer engagement. Today, we’re thrilled to feature Aly Blawat, Senior Director of Customer Strategy at Blain’s Farm and Fleet. She is a seasoned leader in customer loyalty and the driving force behind Blain’s rewards programs, credit card offerings, and customer insights strategy.

With over 15 years of experience in the loyalty space, Aly has a deep understanding of what it takes to foster customer advocacy, streamline in-store training, and create meaningful engagement strategies. In this conversation, she shares her approach to aligning loyalty initiatives with business goals, leveraging first-party data to enhance customer experiences, and overcoming the challenge of driving program adoption across diverse customer segments.

Beyond her professional expertise, Aly also opens up about leadership lessons learned from her early career in retail management, the challenges of balancing a high-impact career with family life, and her passion for outdoor recreation.

Join Loyalty360 CEO Mark Johnson as he explores how Aly is shaping the future of customer loyalty at Blain’s Supply and gain valuable insights into the strategies that are making an impact in today’s evolving retail landscape.

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Cruises.com has unveiled Cruises.com Rewards, the cruise industry’s first points-based loyalty program, offering travelers the flexibility to earn and redeem points on any cruise booked through their platform. This loyalty program is unique as it enables cruisers to immediately redeem their points for onboard credit, cash back, merchandise, and more, enhancing the overall cruise experience.

Loyalty360 CEO, Mark Johnson, recently sat down with Rosemarie Reed, Senior Vice President of Marketing for cruises.com, who has played a pivotal role in the launch of Cruises.com Rewards. This episode of Brand Stories highlights various key factors in how to create a successful loyalty program and best practices to keeping customers engaged through the program.

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As part of the Leaders in Customer Loyalty: Industry Voices series, we had the opportunity to speak with Alexa Pak, Customer Success Lead of EMEA at Talon.One. Pak brings extensive expertise in helping brands enhance their loyalty programs through strategic innovation and personalization.

In this discussion, she shares her insights on key trends that will shape customer loyalty in 2025 and beyond.

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In our first Executive Spotlight of the year Loyalty360 CEO Mark Johnson dives into an energizing conversation with Amy Barnett, the Vice President of Digital Experience and Loyalty at Cracker Barrel, as part of the Leaders in Customer Loyalty Series. From spearheading a loyalty program that now drives 30% of Cracker Barrel’s sales to shaping an iconic brand’s transformation in today’s rapidly evolving dining landscape, Amy reveals her playbook for success.

This interview is packed with fresh insights on harnessing the "power couple" of first- and third-party data, leveraging generative AI for personalization, and shaking up outdated technology strategies. Plus, Amy shares her career secrets, her passion for mentorship, and the advice she’d give to the next generation of loyalty professionals. Don’t miss this dynamic conversation with one of the industry's most dynamic leaders, she’ll leave you inspired and ready to level up your customer loyalty strategy!

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Customer loyalty in the grocery industry is no longer just about discounts and rewards points. It is about creating meaningful connections and offering tangible value in ways that truly resonate. United Supermarkets has embraced this shift by blending gamification, digital engagement, and health-focused initiatives to drive deeper customer loyalty.

To explore this strategy, we spoke with Brenda Garcia, Health & Wellness Manager and Registered Dietitian, and Robin Cash, Director of Digital and Loyalty Marketing at United Supermarkets. Their insights reveal how customer expectations are evolving—and how United is staying ahead of the curve.

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Loyalty programs have evolved far beyond simple points and rewards. In an era where consumers expect hyper-personalized experiences and seamless omnichannel interactions, brands must rethink how they engage and retain customers. From leveraging AI to recalibrating business models, staying ahead requires both innovation and strategic execution.

In this episode of Industry Voices, Mark Johnson of Loyalty360 sits down with Don Smith, Chief Consulting Officer at Capillary, to unpack the latest trends in customer loyalty. They discuss what predictions for 2024 held true, where the industry fell short, and what key strategies will define success in 2025. With insights on AI, partnerships, financial engineering, and program design, this conversation is a must-read for any loyalty professional looking to refine their approach.

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In a beverage industry dominated by coffee culture, iced tea is making a bold statement, thanks to HTeaO. The rapidly growing franchise has transformed a traditionally home-brewed beverage into a sought-after, in-store experience that fosters both emotional and transactional loyalty.

We recently sat down with Heath Nielsen, President of HTeaO, to discuss the company’s journey, its approach to customer engagement, and the future of iced tea in the quick-service industry.

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Chuck E. Cheese has been a household name in family entertainment for nearly five decades. With 560 locations across 17 countries, the brand has entertained families with children ages 2 to 12 through its unique blend of games, pizza, and birthday celebrations. However, as consumer preferences and economic challenges have shifted, Chuck E. Cheese has adapted with significant investments in modernizing its facilities and reimagining its loyalty programs to better meet the needs of today’s families. In our latest installment of Leaders in Customer Loyalty, we had the chance to learn more about the details of these fresh initiatives from Mark Kupferman, the Executive Vice President and Chief Insights and Marketing Officer.

Read the full article on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/pizza-play-and-a-fun-pass-how-chuck-e-cheese-is-winning-hearts-and-wallets

Watch the full interview here: https://www.youtube.com/watch?v=S6F9lpzXIKM

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Loyalty is no longer just about points and perks. It is about creating authentic connections and experiences that resonate. In this edition of Loyalty Live, we spoke with Katie Berndt, Vice President of Strategy, Research, and Insights at Phaedon, to uncover the biggest trends in customer loyalty and how brands can rise to meet them. Katie shared grounded, data-driven insights that reveal how loyalty programs are evolving—and how businesses can stay relevant by striking the perfect balance between innovation and consistency.

Read the full interview on Loyalty3360 here: https://loyalty360.org/content-gallery/daily-news/loyalty-live-key-customer-loyalty-trends-with-phaedon-s-katie-berndt

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Brands are constantly exploring innovative ways to engage their audiences and stand out in a crowded marketplace. From leveraging partnerships to gamifying experiences, the loyalty strategies shaping 2025 are redefining how brands connect with their customers on a deeper, more meaningful level.

In this edition of Loyalty Live, Loyalty360 speaks with Ellen Green, Vice President of Loyalty Strategy at Bounteous Trends. Ellen shares insights into the industries driving loyalty program innovation, the rise of gamification, and the importance of emotional loyalty in creating lasting connections. She also discusses the challenges brands face in adopting new technologies and how they can ensure a balanced approach that delivers measurable value.

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When a brand like True Religion—famous for its bold urban casualwear and iconic denim—reimagines its customer loyalty program, it’s more than a refresh. It’s a statement. Under the leadership of Kristen D’Arcy, the brand’s first-ever Chief Marketing Officer, True Religion’s loyalty program has undergone a transformation that has already delivered impressive results.

In this podcast, we’ll explore how True Religion rebranded its loyalty program to increase customer engagement, build deeper connections, and reinforce its brand identity. From leveraging non-transactional earning opportunities to delivering experiences money can’t buy, Kristen reveals how True Religion stays true to its ethos of daring to be different.

Watch the full interview here: https://youtu.be/vM9LvJUBLqg

Read the full article on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/daring-to-be-different-how-true-religion-builds-authentic-customer-loyalty

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Brands today face a growing challenge: how to keep loyalty programs engaging and relevant in a market filled with similar offerings. As customers demand more tailored experiences and meaningful interactions, the loyalty landscape is shifting toward smarter integrations, innovative technology, and creative strategies.

In this edition of Loyalty Live, Loyalty360 sits down with Aaron Lobliner, Chief Client Officer at Cataboom, to explore the trends and strategies brands are leveraging to create impactful loyalty programs. From balancing innovation with consistency to integrating gamification and non-transactional rewards, Aaron provides valuable insights into how brands can differentiate themselves and foster deeper customer engagement.

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Loyalty360 recently spoke with Paul Nguyen, Senior Marketing Manager at Upper Deck, a leading brand in the trading card and memorabilia industry. Paul shared valuable insights into Upper Deck’s approach to customer loyalty, particularly through their innovative My MVP 2024 promotion. This program highlights the importance of fan engagement and community-building, two key pillars for loyalty program professionals.
By involving dedicated hockey fans in a contest that celebrates their contributions to the sport and community, Upper Deck not only strengthens its brand loyalty but also drives deeper connections with customers. As Upper Deck continues to evolve its marketing and customer engagement strategies, the My MVP promotion serves as a prime example of how brands can leverage unique, fan-focused campaigns to enhance customer loyalty.

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As marketing, and the technologies powering it, are becoming increasingly complex, brands that are striving to connect with customers on a deeper level must navigate emerging challenges like anonymous website traffic and fragmented data. To stand out, companies must embrace advancements that enhance personalization and drive loyalty without compromising privacy.

Enter Wunderkind, a respected partner in identity resolution and performance marketing, which helps brands unlock the full potential of their customer data while ensuring compliance with privacy standards.

In this edition of Loyalty Live, Mark Johnson of Loyalty360 sits down with Tim Glomb, Vice President of Digital Content, Product Marketing, and AI at Wunderkind. Together, they explore the transformative power of AI and identity resolution in driving customer loyalty and revenue. From the nuances of privacy-compliant data usage to the future of autonomous marketing, Tim offers invaluable insights into how brands can forge meaningful connections with their customers in 2025 and beyond.

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Loyalty360 had the pleasure of speaking with John Sellers, Head of Rewards at Bank of America and 2024 Loyalty Expo Champion of Customer Loyalty honoree. Bank of America’s Preferred Rewards program boasts 11 million members and leverages technology and engaged associates to provide personalized value. Mark Johnson, CEO of Loyalty360, discussed key perspectives on the customer loyalty experience with John.

Read the full article on Loyalty360 here*.

Watch the full interview here*.

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As the digital experience becomes a bigger and bigger part of a buyer’s journey, brands must quickly adapt to meet the evolving preferences of their customers. Nowhere is this truer than with Gen Z, a generation that expects seamless, personalized, and mobile-first experiences. Fat Brands, a global leader in franchising with over 2,300 locations and 18 brands, is making strides to capture this audience through innovative digital strategies.

Understanding the Gen Z Mindset

Gen Z, comprising individuals born between 1997 and 2012, represents a significant portion of the consumer base. They are digital natives, having grown up with technology at their fingertips, and they expect brands to offer intuitive and efficient digital interactions. In our research, Loyalty360 found that Generation Z expects much more from a loyalty program than millennials. They want to save money, get additional perks, and earn rewards. They look for member-only discounts, coupons, and perks like free shipping and free samples.

Lisa Cheatham, Vice President of Marketing Revenue Channels at Fat Brands, explains how the company has pivoted to address the demands of Gen Z consumers. "We've observed a couple of trends here," Cheatham says. "The pandemic accelerated the shift towards digital. Across all our brands, we’ve seen a surge in online ordering and mobile app usage.”

For Gen Z, convenience and personalization are paramount. “They expect a seamless online ordering experience,” notes Cheatham. “That was a key insight as we developed our app. We wanted to make it as easy to use and flexible as possible.”

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David’s Bridal stands as a powerhouse in the bridal retail market, with one out of every three brides in the United States walking down the aisle in one of their gowns. Kelly Cook, President of Brand Technology and Finance at David’s Bridal, explains that this prominent position not only fuels their dedication to brides but also their innovative approach to customer loyalty. In a recent interview, Cook shared how David’s Bridal leverages data, personalized customer experiences, and unique loyalty initiatives to build strong emotional connections with their customers.

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Memorable experiences are a key part of creating lasting customer relationships, and Häagen-Dazs Shops are taking steps to enhance its approach. In this conversation with Maya Pocock, Brand Marketing leader for Häagen-Dazs Shops, Loyalty360 CEO Mark Johnson gets the inside scoop into how the iconic ice cream brand is building loyalty through its refreshed app. With a focus on frictionless engagement and visually stunning design, Häagen-Dazs is improving user experience and operational efficiency in a simplified and aesthetically appealing platform for customer engagement.

Read the full article on Loyalty360 here.

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Cava, a Mediterranean-inspired restaurant chain with over 340 locations has carved out a unique space in the competitive fast-casual dining industry. Known for its fresh ingredients and vibrant Mediterranean flavors, the chain has not only captured the attention of health-conscious diners but also the loyalty of investors. In line with its remarkable growth, Cava has refreshed its Cava Rewards loyalty program, offering insights into how innovative loyalty strategies can support brand growth and customer engagement.

Read the full article on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/cava-s-loyalty-program-driving-growth-amid-a-surge-in-popularity

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Travel rewards have become increasingly popular in recent years, with more and more people taking advantage of the opportunity to earn points and miles on their everyday spending. According to a recent survey by NerdWallet, 41% of Americans have at least one travel rewards credit card. The variety of travel rewards programs in the market allows consumers to choose rewards that fit their lifestyle and build loyalty with brands they identify with. s have at least one travel rewards credit card. The variety of travel rewards programs in the market allows consumers to choose rewards that fit their lifestyle and build loyalty with brands they identify with.

BWH Hotels has accommodated travelers and listened to their needs for over 75 years. At the core of this diverse portfolio of brands, including Best Western, is a commitment to exceptional customer experience. BWH's recent initiatives, including the launch of two new co-branded credit cards in partnership with Mercury Financial and Visa, highlight their commitment to meeting the evolving needs of customers and helping them stand out in the competitive hospitality market. These credit cards offer a variety of benefits tailored to both frequent and occasional travelers.

"We are excited that this will make travel experiences more possible for our cardholders and our members," said Jay Hubbs, Vice President of Advertising, Marketing, Innovation and Analytics at BWH Hotel Group. "Our partnership combines the expertise of Mercury Financial and Visa with our award-winning Best Western Rewards loyalty program."

Read the full article on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/bwh-hotels-elevating-customer-loyalty-and-inspiring-travel

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In our latest edition of Loyalty Live, Loyalty360, speaks with Shamba Schmidt, Vice President, Solution Consulting at Epsilon. As a global marketing and data technology company known for its innovative approach to loyalty solutions and data-driven customer engagement, Epsilon leverages its extensive data repository and robust data practices to help brands forge meaningful and personalized connections with their customers.

Listen to learn more about how Epsilon enables brands to harness data to drive loyalty, from enhancing customer profiles to implementing customized loyalty strategies that resonate with today’s consumers.

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Designing an enterprise-level loyalty program from scratch is challenging on its own, but doing so for a large franchise organization like Supercuts—spanning 1,900 locations with over 400 local loyalty initiatives—raises the stakes even higher.

Despite the daunting nature of the project, leadership at Supercuts saw an opportunity to build on the brand’s existing culture of customer loyalty. With a culture centered on customer connections, they leveraged guest feedback as a guide throughout the process. These details- the holistic approach and the culture- are table stakes needed within an organization to lay foundational guideposts to create a successful and personalized customer loyalty strategy.

Loyalty360 CEO Mark Johnson recently spoke with Michelle DeVore, Sr. Vice President and Head of Marketing for Regis Corporations, parent company of Supercuts, who is responsible for the launch of the Supercuts for Reward Program. Their discussion touches on several fundamental principles in building a successful loyalty program and best practices that can apply to any industry.

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Artificial intelligence (AI) and Machine Learning (ML) continue to be top of mind as marketers are leveraging AI and ML in a variety of ways to improve their customer loyalty programs and strategies. Integration of these technologies into day-to-day workflows is a challenge for many brands, especially when considering potential roadblocks from limited budgets, internal resources, and the ability for these innovative technologies to complement brands’ existing marketing technology stacks.

Loyalty360 CEO Mark Johnson recently spoke with Monique De La Rosa. VP, Data Science and Analytics at Ansira, about the opportunities AI and ML present to elevate customer loyalty programs with more seamless and personalized experiences.

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The philosophy “the customer is always right” drives many marketers to value client, patron, and guest feedback.

Piada Italian Street Food, known for its fresh Italian-inspired menu, has steadily expanded since its founding in 2010, now operating in seven states with plans for continued growth. The brand has made it a priority to listen closely to customer feedback, leveraging data-driven insights to enhance both its on-site and digital experiences. As loyalty programs evolve, Piada has embraced gamification, flexible reward redemption, and exclusive offers to engage guests more deeply.

Loyalty360 recently spoke with Jason Profitt, VP of Technology at Piada Italian Street Food, about their latest loyalty program updates aimed at delivering a more personalized, seamless experience for customers.

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When a large financial institution decides to enhance the construction of its customer loyalty program, it can be challenging. Yet repositioning a program in a highly competitive Canadian market where large coalition programs are inter-matched with traditional brand-based customer loyalty efforts can be even more daunting. One of the ways to measure how brands enhance customer loyalty efforts is to look at the program’s metrics and KPIs. Another is to take home multiple awards at Loyalty360’s 2024 Loyalty Expo. Nothing says success quite like the recognition from your peers within the customer loyalty industry!

To learn more about this award-winning program, Loyalty360 recently spoke with Avery Miller, VP of Avion Rewards Digital Product, at the Royal Bank of Canada (RBC). Miller “grew up” in the financial services industry in the payment space, working for a relatively large issuer in the U.S. He joined RBC about two years ago to lead the digital product for their freshly revamped Avion Rewards.

In this interview, Miller discusses the award-winning Avion Rewards program, creating emotional loyalty, and growing relationships with non-RBC clients.

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Founded in 1993, The Lacek Group designs, builds, and maintains loyalty programs for top brands across the globe. As part of the Ogilvy network, the Lacek team converts disconnected tech stacks and processes into successful CRM programs powered by data-driven strategies. The company helps brands deliver relevant messaging at scale across channels to ensure connected, seamless experiences. The company works across a broad range of industries, including travel, financial services, hospitality, cruise lines, QSR, retail, automotive, health care, telecommunications, CPG, and more.

Loyalty360 spoke with Todd Hedberg, Senior Director of Digital Strategy at The Lacek Group. Hedberg has been with Lacek for just over three years and is still relatively new to the marketing side. He defines customer loyalty as an opportunity to strengthen customer bonds—both emotionally and transactionally—in every customer interaction. Hedberg and the Lacek team aspire to help clients achieve brand devotion with their customers.

In this article, Hedberg discusses working with clients to achieve deeper personalization, how artificial intelligence and machine learning fit into the equation, and going deeper to mine individual customer preferences.

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Inspired by its San Antonio roots, Church’s Texas Chicken® has served flavorful fried chicken for over 72 years. Founded by George W. Church in a location across the street from the iconic Alamo, the restaurant was first known as Church’s Fried Chicken To-Go®. Today, there are 800 Church’s locations in the U.S., spanning 25 states plus Washington D.C. Outside of the U.S., the brand is known as Texas Chicken® and can be found in more than 23 countries and regions, including Canada, Mexico, New Zealand, the Middle East, and more.

Loyalty360 recently spoke with Jessica Wu-McConnell, Vice President Digital and Loyalty at Church’s. With just over a year at the brand, Wu-McConnell’s role is to ensure guests are presented with the easiest, fastest, and most rewarding ways to enjoy Church’s menu.

In this interview, Wu-McConnell discusses the newly launched Church’s REAL REWARDSTM program, prioritizing a true omnichannel experience to better serve all guests, and educating team members so they can communicate the value of the program.

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Founded in 2008, WillowTree was built on a heritage of mobile applications. While the company still engages in much of that work, it’s grown into other areas in support of brands, including strategy and consulting, data and artificial intelligence (AI), digital marketing, loyalty program design, and more. WillowTree works alongside brands to develop successful loyalty programs and, in many cases, administers them. The company works in a variety of industries, including Financial Services, Health Care, Telecom, Travel and Hospitality, Food Service, and Retail and Consumer Goods, among others.

Loyalty360 spoke with Caitlin Watson, Partner, Marketing Services, and David Shaw, VP, Business Development, at WillowTree. Watson has been with the company for the last three years, helping to develop the company’s marketing services department—specifically in the areas of loyalty, strategy, and technology—while also working to build out MarTech services, CRM, lifecycle, and all elements of the customer journey. Shaw has led insight and strategy teams for his whole career. At WillowTree, he leverages his experience in strategy development to help determine how the company can go to market with individual companies and with specific vertical strategies—many of which involve loyalty.

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Founded by William Carter, children’s apparel retailer Carter’s is nearly a 165-year-old company that helps parents navigate parenthood. Today, the company operates more than 1,000 stores worldwide. Carter’s family of brands—including Carter’s, OshKosh B’gosh, Little Planet, and Skip Hop—are recognized across the globe and available online and in Carter’s owned stores, while exclusive lines can be found at the brand’s retail partners, such as Walmart, Target, and Amazon.

To learn about the recent updates to Carter’s loyalty program and how the brand is intentionally addressing the challenges and perceptions of parenthood, Loyalty360 spoke with Jeff Jenkins, CMO at Carter’s. Jenkins is an acclaimed marketing professional with extensive experience in multiple industries and has been with Carter’s for five years. In his role, he oversees marketing, brand strategy, customer insights, business intelligence, communications, creative, visual merchandising, PR and customer service experience, and more.

In this interview, Jenkins discusses the concept behind the “More Than Just Cute” campaign, appealing to the next generation of customers, and how platform integration needs to work in a martech stack to create a seamless customer experience.

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Hilton is a leading global hospitality company with 24 world-class brands for all guests’ stay needs at over 7,800 properties across 126 countries and territories. Through acquisitions that allow for more destination choices, technology innovations that make processes easier for guests, and brand partnerships that offer guests and Hilton Honors members even more benefits and perks, Hilton has set the bar high for what it means to truly deliver an elevated customer experience.

As a hospitality brand, the goal is to make the stay better for guests in almost every corner of the world. This includes loyalty program design, enhancing the value proposition and loyalty redemption, and making travel more seamless and flexible for program members.

To learn about Hilton’s latest customer loyalty and experience efforts, Mark Johnson, CEO of Loyalty360, spoke with Brad Anderson, Vice President of Hilton Honors at Hilton. Anderson joined Hilton nearly eight years ago and leads the overall global strategy for the brand’s award-winning loyalty program, Hilton Honors, which now reaches more than 195 million members worldwide. Since joining the company, Anderson and his team have charted new courses for the program, achieving massive growth—almost 130 million new members.

In this interview, Anderson discusses the brand’s growing portfolio, establishing the right strategic partnerships, and speaking the language of Gen Z and Millennial travelers through digital innovation.

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Paris Baguette specializes in whole cakes, pastries, and breads, as well as artisan coffees, sandwiches, and other savory items. Globally, the brand has over 4,000 locations. In North America, the brand currently counts almost 200 locations.

To learn about Paris Baguette’s recent changes to its loyalty program as part of a broader effort to enhance the overall guest experience, Loyalty360 spoke with Cathy Chavenet, Paris Baguette’s North America Chief Marketing Officer. Chavenet is a seasoned marketing professional with extensive experience in the food service industry, particularly in the coffee and snack shop sector. At Paris Baguette, Chavenet is responsible for brand marketing initiatives and menu innovation.

In this interview, Chavenet discusses the brand’s updated rewards program, approaching challenges while leveraging opportunities in technology, and building emotional loyalty by creating joyful experiences for guests.

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JOANN is an iconic 80-year-old brand that’s continued to succeed over the years by prioritizing relevancy with each new generation. JOANN operates approximately 850 stores in 49 states, and while the brand is the number one retailer in “all things fabric and sewing,” it also carries a large assortment of crafts, arts and crafts, and seasonal decor for customers.

The brand has learned that while trends may change over the years, in its industry, millions of people remain hardwired to create items with their hands, minds, and hearts. The team at JOANN believes how a customer is served will make or break a customer loyalty program and focuses on delivering exceptional customer service in support of its Smiles Rewards program. This is one of the reasons for JOANN’s longevity in retail.

While the brand has remained relevant in its authenticity with its customers, as the decades have passed, creators have evolved, too. More than ever, with a new generation of customers seeking to express themselves and connect with their communities through creative efforts, JOANN must ensure it is delivering the right message in the right channels to successfully engage younger creators while maintaining its connection to customers who have come to JOANN for decades.

Mark Johnson, CEO of Loyalty360, spoke with Chris DiTullio, Chief Customer Officer at JOANN, about the retailer’s rebranding as “JO-AND,” serving the next wave of creators, and how the customer experience makes way for emotional loyalty.

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Edible Brands was founded in 1999 by Tariq Farid, and the company has revolutionized the gifting industry by merging the innovation of a powerful e-commerce platform with locally owned brick-and-mortar locations worldwide. The brand’s expansive footprint and delivery network sets it apart. Edible can deliver to 80% of U.S. households in an hour.

Seeking to ensure that the brand was truly meeting the expectations and demands of an increasingly busy consumer, Edible recently launched a new brand within its portfolio: FreshFruit.com, a direct-to-consumer fruit delivery service. Ease of ordering, quality, and a frictionless experience are designed to enhance relationships with consumers while strengthening emotional loyalty.

Mark Johnson, CEO of Loyalty360, spoke with Lindsey Servold, Director of Marketing at Edible Brands. Servold’s role encompasses a wide range of responsibilities to drive brand growth and enhance market presence. This includes managing integrated marketing strategies and overseeing the execution to help propel the company’s goals and vision forward.

In this interview, Servold shares more about the new FreshFruit.com brand, growing emotional loyalty through delivering quality and delight, and investing in world-class technology in-house.

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Harps Food Stores was founded in 1930 by Harvard and Floy Harp. Today, headquartered in Springdale, Arkansas, the grocery retailer counts 147 stores in six states, offering conventional to cost-plus formats. The company is the largest employee-owned company in the state.

To gain more insight into today’s grocery retail industry while learning about Harps’ recently launched loyalty program, Loyalty360 spoke with David Ganoung, SVP and CMO, at Harps. In this podcast, Ganoung discusses the brand’s rewards program, personalized promotions based on a customer’s shopping habits and basket, and the challenge of bringing customers in-store in an e-commerce world.

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Kobie provides robust solutions for its brand partners. Thoughtful design on the front end, coupled with extensible, configurable technology, leads to a seamless customer experience. The company takes a strategy-led, technology-enabled approach as it works to narrow down to what truly drives a consumer to be loyal at an emotional level. This allows clients to grow the enterprise value of their membership and of their customer base through loyalty. Kobie’s market-leading platform helps deliver those end-to-end loyalty solutions.

Kobie primarily works within retail, financial services, travel and hospitality, and quick-service restaurant (QSR) industries, but it also serves clients in a number of other verticals. From the company’s strategic services standpoint, it partners alongside clients in healthcare and manufacturing, among others.

Loyalty360 spoke with Dr. J.R. Slubowski, Kobie’s AVP of Strategic Consulting and Head of Kobie’s Research Center of Excellence, about key findings in its recent consumer research report, leveraging the power of program tiers, and avoiding pitfalls when rolling out new program features or functionalities.

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Emotional loyalty is one of the most important facets of customer loyalty. Understanding what drives it and being able to leverage it throughout all the brand touchpoints is important—and extremely challenging.

David’s Bridal focuses on supporting the moments that matter to its customers. The brand endeavors to help customers enjoy these deeply emotional experiences and has developed holistic loyalty programs such as David’s Bridal Diamond and Diamond High to address the opportunities before them.

In this podcast, Loyalty360 CEO Mark Johnson talks to Dave Feldman, Chief Marketing Officer at David’s Bridal, about the brand’s loyalty programs and offerings. Feldman also touches on how providing customers with incredible value helps make the process of planning for “once-in-a-lifetime” events as stress-free as possible, as well as how a focus on next generation customer loyalty supports Diamond High and, ultimately, Diamond loyalty.

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Driving customer loyalty can be a difficult task in the best economic times. As the year moves forward, economic headwinds are impacting a significant number of customers in varied ways.

One of the industries most impacted is grocery, as customers continue to look for value. Many grocers seek to increase their assortment of private label and store brands to bring that value to customers while strengthening the bottom line. There are challenges and opportunities in doing so—navigating changes, educating customers, and working with consumer packaged goods (CPG) companies.

These challenges are being deftly handled by Ryan Draude, Head of Omnichannel Loyalty at Giant Food. The award-winning Giant Flexible Rewards® program was configured by Draude, and he continues to administrate it. In this interview with Loyalty360, Draude shares what he is seeing within the grocery industry.

Watch the full interview here.

Read the feature on Loyalty360 here.

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Elevating customer loyalty while driving personalized content, experiences, and incentives that truly resonate with the customer is critically important in today’s marketplace. Loyalty360’s brand members report the need to drive personalization at scale—necessitating a deeper understanding of disparate technologies that require seamless integration to allow for coordinated orchestration leveraging first- and zero-party data.

Often, in challenging economic environments, budgets are constrained. Understanding new technologies and their actual functionalities can be a hurdle for many brands. Securing placement in the organization’s implementation queue and earning priority designation can be an uphill battle.

Loyalty360’s research consistently indicates that brands do not feel they have the ability to understand the rapidly evolving martech environment, yet that did not stop Blaze Pizza from leveraging their legacy technologies into a series of manual processes to drive award-winning personalization.

Blaze Pizza was a finalist at Loyalty360’s 2024 Loyalty Expo in the Customer Analytics, Insights, and Metrics category, taking home the Bronze Award. In this in-depth exclusive, the brand’s Senior Growth Marketing Manager, Lindsay Smith, discusses the company’s unique approach to customer loyalty, how it’s leveraging geo-fencing and gamification, and how—even in a cautionary economic environment—Blaze Pizza is creatively driving sales.

Watch the full interview here.

Read the feature on Loyalty360 here.

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Engage People is a technology innovation company with a vision to bring technology to the forefront to enable a better customer experience. The company seeks to leverage today’s technologies to drive improved outcomes for brands while elevating loyalty programs and the member experience.

Jonathan Silver, CEO of Engage People, has worked in the industry for over 36 years. He began his career with Maritz Canada—now Bond—before holding various senior positions in the loyalty sector. Nearly 16 years ago, Silver co-founded the precursor to Engage People before rebranding the company in 2015. Today, his role at Engage People focuses on strategy and sales.

Mark Johnson, CEO of Loyalty360, spoke with Silver about “paying with points” technology, the uChoose Rewards® program managed with partner Fiserv, and making the offer-redemption experience seamless for customers.

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In 2003, Insomnia Cookies was founded by Seth Berkowitz, a University of Pennsylvania college student seeking a late-night sweet treat—a shared need that turned into an opportunity for Berkowitz on the UPenn campus. He baked cookies in his college house kitchen and delivered them to hungry students in the early hours of the morning.

The brand now counts two decades of serving up delicious cookies to customers, with nearly 300 stores across the U.S. and a couple in the U.K. and Canada. Select stores are open late—sometimes until 3 o’clock in the morning— depending upon the night. The cookies are served warm, and brand fans can also order ice cream to accompany baked treats.

Mark Johnson, CEO of Loyalty360, spoke to Tom Carusona, Chief Marketing Officer of Insomnia Cookies, about launching a new loyalty program, understanding customer segments and how to activate them, and tapping into emotional loyalty.

Watch the full interview here: https://youtu.be/Or-mtujWRDQ

Read the feature on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/insomnia-cookies-launching-a-new-loyalty-program-and-building-robust-customer-profiles-for-increase

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Switchfly was founded in 2003 as a travel technology startup. Today, Switchfly is a travel experience platform that allows brands to create memorable moments for employees. As a concept, the company is the silent partner in many of the major loyalty programs that consumers recognize. For the last 20 years, the company has been behind many of the loyalty points programs in financial services and the airline industry, which reward and engage consumers with travel. When consumers take points earned through a credit card to pay for travel, Switchfly works behind the scenes, applying those points to hotels and flights. The company also services car rentals and activities globally.

About 18 months prior to sitting down with Loyalty360, Switchfly began to focus on Human Resources and Rewards and Recognition for Employee Engagement in corporate America. Internal customers—employees—have many of the same expectations and wants in a loyalty program as a brand’s external customers.

Mark Johnson, CEO of Loyalty360, spoke with Nowell Outlaw, CEO at Switchfly, about effectively engaging employees with loyalty program benefits, modernizing tools in the travel ecosystem, and leveraging technology to make “smart” recommendations for customers.

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Affectionally labeled as the “most Canadian brand in Canada,” Tim Hortons is a beloved quick-service restaurant (QSR) featuring coffee and other beverages, delicious donuts, breakfast favorites, and sandwiches. The brand counts more than 5,000 restaurants worldwide—with the majority of them located in Canada. Tim Hortons restaurants can be found in the U.S., with more concentrated pockets close to the Canadian border.

The company was founded 60 years ago in Hamilton, Ontario, and has since become the largest restaurant chain in Canada. Tim Hortons serves nearly 7 out of 10 coffees purchased in the nation, which represents approximately 80% of Canadian visits to Tim Hortons’ restaurants at least once per month. Today, the brand is arguably embedded in the fabric of Canadian life, with core values rooted in those of Canadians.

Tim Hortons was a finalist at Loyalty360’s 2024 Loyalty Expo in the Customer Experience Strategy and the Loyalty Program Design categories, taking home the Silver Award in the former and the Bronze Award in the latter.

Mark Johnson, CEO of Loyalty360, spoke with Ricardo Frydman, Director of Performance Analytics & Pricing for Tims Financial, and Shannon Torabi, Senior Manager for Digital & Loyalty Growth at Tim Hortons, about the launch of Tims Word Challenge, authentic emotional loyalty, and how customers must always be top of mind.

Watch the interview here: https://youtu.be/uImmE12atxI

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The company that would eventually become Stop & Shop was founded in 1914 when the Economy Grocery Store opened in Somerville, MA. In four short years, 32 stores made up the thriving grocery chain. By 1942, Stop & Shop, Inc. became the company’s official name, and expansion into surrounding states continued. Today, Stop & Shop is one of the several grocery brands operated by Ahold Delhaize, with roughly 400 stores located throughout New York, New England, and New Jersey.

Stop & Shop was a finalist for this year’s Loyalty360 Awards at Loyalty360’s 2024 Loyalty Expo, taking home the Bronze Award in the Technology and Trends category for its innovation in engaging technology-adverse customers through in-store kiosks.

Mark Johnson, CEO of Loyalty360, spoke with Per Jensen, Head of Loyalty at Stop & Shop, about the reason behind implementing the kiosks, improving personalization, and securing program support from organizational leadership.

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Wunderkind works alongside clients using an AI-driven performance marketing solution, helping them form stronger brand-audience connections through identification resolution and hyper-personalized triggered messaging. The Wunderkind Identity Network identifies anonymous website traffic through a network that recognizes 9 billion devices, enabling clients to recognize anonymous users, gather first-party data, and make targeted offers across email, text, and ads.

The company connects with any industry with ties to retail or that has direct-to-consumer revenue channels. Wunderkind is mostly active in apparel and fashion spaces, as well as beauty, luxury goods, and electronics. It is also fairly experienced in travel, hospitality, and even event ticketing verticals.

Loyalty360 spoke with Tim Glomb, VP of Digital, Content, and AI at Wunderkind, about leveraging AI, data collection and maintenance, and offering an intelligence layer to help brands better understand their customers.

With more than 20 locations in the U.S., Great Wolf Lodge is a popular chain of hotels featuring water parks and attractions that engage guests with a diverse set of lodging and dining options. Daily events are designed to entice families seeking a fun getaway and water park enthusiasts alike. Great Wolf’s Voyagers Club program provides members with special deals to encourage them to book their next visit.

Dave Van Saun is the Vice President of CRM and Ancillary for Great Wolf Lodge. In his role with the brand, he spends much of his time on the ancillary side of the business—which is everything guests can do at Great Wolf outside of booking the room. Van Saun works with pricing, packaging, and promotion of all the brand’s food and beverages, retail, and attractions alongside Great Wolf’s line of business leaders.

On the CRM side, Van Saun oversees customer communications, and that is where loyalty fits into his purview. Great Wolf launched its loyalty program a couple of years ago, and Van Saun and his team have managed the day-to-day activities supporting Voyagers Club since.

Mark Johnson, CEO of Loyalty360, spoke with Van Saun about the brand’s loyalty program, forming strategic partnerships to elevate the customer experience, and measuring success.

Watch the full interview here: https://youtu.be/ytKu1PluJU0

Read the feature on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/great-wolf-lodge-making-an-impact-on-the-full-customer-experience-by-evolving-customer-loyalty

Engaged Nation provides a suite of services and solutions designed to captivate, motivate, and drive measurable results. The company’s offerings include interactive web-based incentive programs that align seamlessly with each client’s unique objectives, whether they aim to boost brand visibility, enhance customer lifetime value, or drive incremental revenue. Powered by the REACH™ Digital Ecosystem of technology, Engaged Nation offers a platform to create engaging and personalized experiences.

Engaged Nation works closely with brands across various industries—C-store, CPGs, financial services, restaurants/QSR, travel/hospitality, and many more—to help them drive engagement, boost revenue, and build lasting customer loyalty. Engaged Nation tailors solutions to meet the unique needs of clients based on their customers and industry, with the goal of helping them stand out in a crowded digital marketplace.

Mark Johnson, CEO of Loyalty360, spoke with Daniel Wood, Chief Customer Success Officer at Engaged Nation, about the company’s REACHTM platform, keeping customers engaged, and leveraging technology to understand individual customer preferences or behaviors.

In his new book, BIONIC RETAIL: HOW TO THRIVE IN AN EXPONENTIAL WORLD, author Gary Hawkins discusses how the pace of change outside organizations is accelerating faster than within, creating a growing gap between what once made retail successful and what will be required in the future. There is often a disconnect between shopper expectations and the traditional store, and retail brands must pivot and adapt to remain relevant and achieve success. 

Hawkins grew up in grocery retail, and his family once owned stores in the wholesale business in Upstate New York. It was in one of those stores, nearly 30 years ago, where Hawkins launched one of the first loyalty programs in the U.S. supermarket retail sector. The program served as a leader in the industry, providing much learning around customer data, shopping behavior, customer-level economics, and more. Eventually, his efforts switched to assisting other prominent retailers in the U.S. and around the world with a focus on capturing, understanding, and using shopper data. From there, Hawkins worked with bigger brands before moving to technological pursuits.

Mark Johnson, CEO of Loyalty360, spoke with Hawkins about his book, the exponential environment brands operate in today, and how change outside an organization moves more quickly than change on the inside. 

Watch the full interview here: https://youtu.be/LEZwEDVw-RE

As a leading digital financial services company, Ally Financial focuses on serving communities and helping customers navigate life milestones and achieve financial goals. From helping customers chart a path to homeownership to planning for retirement, the brand seeks ways to connect with customers in meaningful interactions. Personal finance can be very emotional, and Ally works to balance leveraging customer data while serving as a guide to assist customers in building a solid financial foundation.

Mark Johnson, CEO of Loyalty360, spoke with David Hixon, the Executive Director of Product Marketing and CRM at Ally, about how sports partnerships bring Ally and communities together, using data and insights to support personalization, and leveraging the right metrics to determine success.

Watch the full interview here: https://youtu.be/U5vHWa85-jE

Founded in 2009, vLoyalty is a privately held company headquartered in Dallas, Texas. The company combines the power of payments, card-linking loyalty and promotions, and text messaging to help companies easily enroll, engage, understand, and reward customers to drive repeat visits and sales.

vLoyalty offers clients a patented cloud-based suite of solutions that meets the needs of small businesses as well as large franchise enterprises. These solutions enable efficient and convenient loyalty program enrollment at the point of purchase. Clients can also take advantage of real-time access to historical purchasing data to optimize point-of-sale (POS) targeted offers and leverage compliant SMS text messaging to engage customers—all with seamless payment integration.

Loyalty360 spoke with Peter Vogel, Chief Revenue Officer at vLoyalty, about loyalty program automation at the checkout, vLoyalty’s recent quick-service restaurant study, and what’s coming next for the company in 2024.

Baesman Group helps brands solve personalized marketing challenges with a strategic focus on loyalty programs. Their team of customer engagement strategists, made up of former brand-side marketers, specializes in helping their clients truly understand their customers’ buying behaviors and mapping that to their overall loyalty journey. Baesman also offers its own customizable loyalty platform, Intuition, or has the ability to integrate and work with any platform on the market. Baesman believes in evolving loyalty programs so loyalty strategy drives the program, rather than technology limitations that can often exist.

Mark Johnson, CEO of Loyalty360, spoke with Kelsey Crookes, Account Management at Baesman. Crookes is a fourth-generation member of the family-owned company—her great-grandfather started the business in 1952. Kelsey is experienced in deriving strategic insights and customer engagement strategies from data to create a more loyal customer. In this interview, Crookes discusses loyalty program differentiation, leveraging “secret” or “unpublished” tiers, and harnessing customer data to create more personalized communications.

Watch the full interview here.

A&W Restaurants was founded in 1919 as a root beer stand in Lodi, California, to welcome the troops home after World War I. As America’s oldest franchise restaurant chain, today, there are nearly 450 locations across the U.S. and another 450 in Asia spanning four markets.
The chain is 100% franchisee-owned. The brand ensures franchisees have a voice in company decisions that will affect their businesses, and franchisees are represented by the National A&W Franchisee Association (NAWFA). A&W works collaboratively with franchisees on everything that happens in their restaurants—particularly on brand and marketing initiatives. The brand engages franchisees to ensure that anything new that’s launched—whether it’s products or advertising and marketing programs—is there to support profitable same-store growth as well as new restaurants being established.

Betsy Schmandt, President and COO of A&W Restaurants, oversees all revenue at A&W Restaurants, driving aspects of the business, operations, training, marketing, innovation, and franchise development, as well as technology and legal. It’s a broad scope, but Schmandt affirms it’s wonderful to be a part of a great American brand with 105 years of experience.

Mark Johnson, CEO of Loyalty360, spoke with Schmandt about A&W’s new enterprise reporting and analytics solution, connecting with customers on an emotional level, and next generation customer loyalty.

Watch the full interview here: https://www.youtube.com/watch?v=7lQLjA5FJP8

Addtowallet.io offers a mobile wallet marketing platform that lets brands create, manage, and distribute digital offers and pass them on to Apple Wallet and Google Pay. Traditional coupons, loyalty cards, gift cards, and event tickets can be made visible and accessible to customers no matter where they are—dynamically updated in real-time and tracked from inception to intent-to-purchase to redemption.

After the Addtowallet platform was built, the company realized that there were not many marketers active in the digital wallet channel. The company saw an opportunity for marketers and brands to start learning about the technology as the team at Addtowallet believes the digital wallet channel is the next place for marketers to focus.

Mark Johnson, CEO of Loyalty360, spoke with Steven Douglas, Founder and CEO at Addtowallet, about how the wallet channel offers marketers the opportunity to personalize loyalty efforts and how customers’ interactions with coupons in their digital wallets can reveal an intention to buy.

Watch the full interview here: https://www.youtube.com/live/Pf5HRlPoMJ0?si=kOjYh7GZqWdwBozq

Founded in 1982 in Minneapolis, MN, Great Clips, Inc. counts more than 4,400 salons in the U.S. and Canada. The brand is 100% franchisee-owned and is the largest salon brand in the world, employing over 28,000 stylists. The brand prides itself on fast and convenient walk-in haircare services and allows online check-in to minimize the time customers spend in the waiting room.

Just prior to the 2024 Super Bowl, Great Clips and mobility manufacturer Kawasaki partnered in a campaign featuring Kawasaki’s RIDGE® side x side while tapping into the power of a legendary haircut.

Mark Johnson, CEO of Loyalty360, spoke with Lisa Hake, the Vice President of Marketing and Communications at Great Clips, about the fun promotion with Kawasaki, collecting zero-party data, and building a path to loyalty.

Watch the full interview here: https://youtu.be/er1rcH8OJhs

A part of Xponential Fitness, a large global franchise group of boutique fitness brands across verticals including pilates, barre, cycling, rowing, dance, yoga, and more, Pure Barre is a barre-focused franchise boasting over 600 wellness studios across the U.S. and Canada. Thousands of members of all fitness levels enjoy Pure Barre’s low-impact classes every day in support of strength, cardio, and flexibility goals. A standout in barre and fitness boutiques, Pure Barre ranks in Entrepreneur Magazine’s Franchise 500 List each year.

Mark Johnson, CEO of Loyalty360, spoke with Caroline Linton, CMO of Pure Barre, about forming strategic partnerships, leveraging the power of fitness challenges to increase engagement, and the brand’s recently launched ClassPointsTM program on the Pure Barre app.

Watch the full interview here: https://youtu.be/oQh4WCAE_lw

The brainchild of Adam Breeden (All Star Lanes, AceBounce, and Flight Club) and brothers Steven and Dave Jolliffe (Topgolf), Puttshack is a high-tech mini golf concept where technology has been injected into the traditional game to make it even more exciting and fun. The 9-hole mini golf games feature Puttshack’s proprietary TrackaballTM technology, and each game takes approximately 30 minutes, depending on how busy the course is and the number of people playing in the group. While reservations aren’t required, walk-in groups will be served on a first-come, first-serve basis.

The Puttshack experience is enhanced by food and beverage options, and guests can enjoy bar and restaurant areas when visiting. At present, the brand counts 14 locations in the U.S. and 18 locations worldwide, with more locations under construction.

Mark Johnson, CEO of Loyalty360, spoke with Susan Walmesley, Chief Marketing Officer and Chief Operating Officer of Puttshack, about the brand’s popular Ace Puttman campaign, the Puttshack Perks program, and leveraging data in support of personalization.

Read the full article on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/puttshack-engaging-and-educating-customers-with-a-whimsical-brand-ambassador

In 1965, a mail-order veterinary supplies business named UPCO was founded in San Diego, California. By 1979, it became Petco, and in 1980, the first Petco store located outside of California opened in Tigard, Oregon. Petco’s significant growth began in the late 1980s after acquiring two pet supply chains, WellPoint and the Pet Department. The purchase not only expanded the footprint of the company but more than tripled the brand’s store number from 40 to 130. In the early 1990s, Petco opened its first East Coast stores, and by 2001, Petco.com was launched. In 2013, the company opened its first Petco stores in Mexico, with one in Mexico City and another one in Guadalajara.

Today, Petco is a successful pet health and wellness company, reflecting nearly six decades of providing thoughtful customer service to “pet parents” and their beloved pets. The brand has created an environment in which customer loyalty is built through the emotional connections nurtured by in-store employees.

Mark Johnson, CEO of Loyalty360, spoke with Justin Tichy, Chief Operating Officer for Petco, about growing into a health and wellness company, building emotional loyalty with pet parents, and fostering an environment of engaged employees.

Capillary Technologies is a managed SaaS solution powering 500+ loyalty programs with its best-in-class loyalty technology platform and expert services. Founded in 2012, Capillary has a strong global presence across the United States, Asia, Europe, and the Middle East, working with 400+ brands like Tata, PUMA, Shell, Petron, Domino’s, Kanmo Group, and Marks & Spencer. The platform’s suite of products—Loyalty+, Engage+, Rewards+, Insights+—are all AI-powered and sit on top of a powerful consumer data platform that has touched more than a billion end customers.

As part of the Loyalty Expo Speaker Preview Series, Loyalty360 interviews presenters who will lead dynamic sessions at this year’s Loyalty Expo in Orlando, Florida, from June 4–6.

Mark Johnson, CEO of Loyalty360, spoke with Don Smith, Chief Consulting Officer at Capillary, about the upcoming session he will lead in June. The session will address the mechanics of customer loyalty programs and what metrics to tap into when measuring customer loyalty efforts.

Read the article here: https://loyalty360.org/content-gallery/daily-news/capillary-s-2024-loyalty-expo-session-understanding-the-mechanics-of-customer-loyalty-programs-and

Capillary Technologies is a managed SaaS solution powering 500+ loyalty programs with its best-in-class loyalty technology platform and expert services. Founded in 2012, Capillary has a strong global presence across the United States, Asia, Europe, and the Middle East, working with 400+ brands like Tata, PUMA, Shell, Petron, Domino’s, Kanmo Group, and Marks & Spencer. The platform’s suite of products—Loyalty+, Engage+, Rewards+, Insights+—are all AI-powered and sit on top of a powerful consumer data platform that has touched more than a billion end customers.

As part of the Loyalty Expo Speaker Preview Series, Loyalty360 interviews presenters who will lead dynamic sessions at this year’s Loyalty Expo in Orlando, Florida, from June 4–6.

Mark Johnson, CEO of Loyalty360, spoke with Don Smith, Chief Consulting Officer at Capillary, about the upcoming session he will lead in June. The session will address the mechanics of customer loyalty programs and what metrics to tap into when measuring customer loyalty efforts.

Read the article here: https://loyalty360.org/content-gallery/daily-news/capillary-s-2024-loyalty-expo-session-understanding-the-mechanics-of-customer-loyalty-programs-and

SheerID is an identity verification company serving commerce brands and working with globally recognized names like Walmart, Target, Nike, T-Mobile, AT&T, Spotify, and YouTube. The SheerID verification platform is built on a foundation of 200K+ authoritative data sources, which power instant consumer verification, establishing whether a person is part of a particular community — e.g., a college student, teacher, member of the military, etc. — or a profession like fitness instructors.

Retail brands work with SheerID to provide exclusive offers and rewards to select groups — i.e., Target’s back-to-school program designed to engage educators. Brands leverage SheerID’s service to ensure that the people responding to offers and redeeming rewards are truly members of the specific “community” a brand desires to reach. SheerID’s verification engine works in the background and performs a lookup of the customer record to confirm if access to the reward should be granted.

Today, brands are using SheerID’s solution much more for loyalty use cases to collect valuable first-party data while providing special offers. Mark Johnson, CEO of Loyalty360, spoke with Bill Schneider, VP of Product Marketing at SheerID, about the company’s verification platform, customer data privacy, and how marketing to people based on the communities they identify with is a powerful strategy for driving engagement.

With a clientele spanning across the U.S. and Canada, nventive specializes in crafting impactful mobile, web applications, and software solutions that increase engagement and enhance the user experience for brands. From strategy to delivery, nventive’s approach seamlessly blends creativity, technology, and strategic thinking.

The core of nventive’s work involves developing custom web and mobile applications, and within the loyalty sector, the company works frequently with coalition programs. Because those programs tend to be more complex, the integrations are vast, requiring nventive to develop many solutions around that vertical.

nventive works in other sectors as well — manufacturing (productivity), financial, retail, and more. Working within these distinct industries allows nventive to glean the best practices across trades and apply them to a specific vector. The company also advises clients and works with existing programs to maximize the experience on mobile platforms.

Mark Johnson, CEO of Loyalty360, spoke with David Hamel, Vice President of Strategy, CX and Design at nventive, about creating a rewarding experience for the customer, the role of micro-interactions in personalization, and leveraging evolving technologies.

Ansira is an independent, global marketing technology and services company with clients across B2B, B2C, and B2B2C industries that leverage the company’s suite of proprietary technology platforms across website, media, and channel partner marketing. Ansira guides clients operating in distributed ecosystems to connect with their customers, fostering brand loyalty by seamlessly integrating digital and physical experiences from the enterprise level to the hyper-local level. Recommending best-in-class products, Ansira also works with clients to strengthen loyalty efforts. Loyalty, incentives, and rewards all fall within the company’s integrated loyalty practice.

Mark Johnson, CEO of Loyalty360, spoke with Sukumar Muthya, EVP of Integrated Loyalty at Ansira, about integrated loyalty, how brands can go beyond loyalty mechanics, and ensuring reward complexity is kept to a minimum.

From its humble beginnings as a hardware store in a small North Carolina town, Lowe’s grew to become one of the largest home improvement retailers in the world. The company counts nearly 300K associates, encompassing 1,700+ home improvement and outlet stores in the U.S. With more than 16M customer transactions every week, the brand celebrated $86.4B in 2023.

Mark Johnson, CEO of Loyalty360, spoke with Amanda Bailey, VP of Customer Marketing and Loyalty at Lowe’s, about building a tiered approach in the brand’s MyLowe’s Rewards program, applying personalization within customer loyalty, and engaging millennial homeowners.

Read the full article on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/lowe-s-home-improvement-a-tiered-rewards-program-designed-to-engage-diyers-and-attract-millennials

As brand marketers seek to comprehensively understand and use the customer data they’ve collected, one of the first considerations centers on integrating a customer data platform (CDP) into their martech stack or better leveraging the one already in place. While a CDP houses disparate data gathered by various technologies used in an organization, unless a clear process of persona-building, establishing customer journeys, and purpose-led engagement is prioritized, brands can fall into a pattern of trying to engage customers solely through transactional loyalty efforts — which might leave them left behind in a competitive marketplace.

TCS Digital Software & Solutions offers software solutions that activate artificial intelligence (AI) across various industries, domains of customer engagement/experience, sustainability, and smart enterprises. TCS Customer Intelligence & Insights™ (CI&I) for retail is an integrated software solution that combines intelligent loyalty, real-time customer data platforms (CDPs), and AI-driven customer analytics.

Mark Johnson, CEO of Loyalty360, spoke with Suman Mahalanabis, Head of Product Management, TCS Digital Software & Solutions, and Padmashwini Raghunathan, Product Manager, TCS Customer Intelligence & Insights™ for retail and Loyalty Management, Digital Software & Solutions. The three discussed how a CDP supports a brand’s customer loyalty efforts, customer data privacy and responsible AI, and key personalization initiatives.

Read the full article on Loyalty360 here:

The Coca-Cola Company’s global initiative, the ‘Best Coke Ever?’ debate, is using artificial intelligence (AI) to create a truly unique experience for consumers and Coca-Cola fans. One of the key elements in the campaign includes allowing Coke Zero Sugar to “speak for itself” to engage consumers through visual and auditory experiences. Partnerships with social media influencers and leveraging platforms like TikTok are additional components in the global icon’s efforts to increase brand love and attract the next generation of Coca-Cola fans.

In this podcast, Mark Johnson, CEO of Loyalty360, spoke with Oana Vlad, Senior Director of Global Strategy for The Coca-Cola Company, about the brand’s global initiative — the ‘Best Coke Ever?’ debate, leveraging AI as a vehicle to create unique consumer experiences, and measuring success in a campaign with many components.

See also: Coca-Cola Launches AI-Powered Holiday Cards

As today’s brands continue to seek ways to improve their customer loyalty programs, marketers and loyalty professionals are challenged to provide enhanced experiences and authentic personalization that can lead to greater brand affinity. Emotional loyalty is not built overnight; brands must commit to knowing their customers and preferences, leveraging the knowledge in the right way at the right time. This can be accomplished through customer data insights prioritizing personalization.

Ernst & Young (EY) operates in over 150 countries, working through four integrated service lines — Assurance, Consulting, Strategy and Transactions, and Tax. The organization offers loyalty program services, partnering with brands so that they can cultivate deeper emotional connections with customers. EY’s loyalty programs are designed to enhance customer retention and engagement, increase sales and encourage frequency, facilitate heightened brand awareness and referrals, and provide greater insights into customer data.

EY’s research concluded that 87% of consumers are at least somewhat comfortable sharing data. However, when EY surveyed corporate decision makers that have control over loyalty budgets and programming, personalization and data management capture were lower priorities for investment among companies. EY reports less than half — around 42% — said that they were focused on personalization and customized touch points.

In this podcast, Mark Johnson, CEO of Loyalty360, spoke with Patricia Camden and Michael Anders, Loyalty Leaders for EY, about the state of customer loyalty, why personalization is the number one thing brands must focus on today, and how traditional loyalty programs focused on frequency and volume are giving away to more nuanced approaches that consider a customer’s entire relationship with the brand.

The first Melting Pot restaurant, established in 1975 by businessmen Bruce Knoechel and Roy Nelson in Maitland, FL, offered a simple menu of only three items — Swiss cheese fondue, beef fondue, and a chocolate fondue dessert. In 1979, with the support of two siblings, Melting Pot employee Mark Johnston opened another location in Tallahassee, followed by a third restaurant in Tampa in 1981. In 1985, brothers Mark, Mike, and Bob Johnston purchased all rights to the Melting Pot brand from the original owners.

Now a chain of franchised fondue restaurants, Melting Pot counts close to 90 locations across the U.S. and one Melting Pot restaurant in Canada.

In this podcast, Mark Johnson, CEO of Loyalty360, spoke with Ana Malmqvist, CMO for Front Buner Brands, about the importance of personalization in a customer loyalty program, leveraging data from multiple integrated technologies to better understand customer data, and focusing on innovation to create an enhanced customer experience.

See also: Restaurant Brands Elevate the Customer Experience by Offering At-home Meal Kits

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Quick-fire Questions:

What is your favorite word?
Energy.

What is your least favorite word?
Leverage.

What excites you?
Growth.

What do you find tiresome?
Process.

What is your favorite fondue?
Alpine.

What profession other than your own would you like to attempt?
Diplomat.

Who inspired you to become the person you are today?
My mother.

What is your favorite book recommendation to make to colleagues?
The Da Vinci Code.

How do you want to be remembered by your friends and family?
Present.

In 1963, Consumer Value Stores was founded in Lowell, MA, providing customers with health and beauty products. The company name changed to CVS by the end of its first year in business, and by 1967, pharmacies began to appear within its stores. The brand focused on healthcare, and huge growth followed through multiple acquisitions and the establishment of new locations.

In the early 2000s, CVS Pharmacy launched ExtraCare®, its first loyalty program, and experienced much success in the loyalty space. By 2018, the brand acquired Aetna, and this development supercharged and accelerated CVS’ goal of helping customers with health and wellness goals. CarePass® — the brand’s premium program — was launched in 2019, driving loyalty efforts and creating more convenience for shoppers, and in December 2023, the brand scaled same-day delivery nationwide.

Mark Johnson, CEO of Loyalty360, spoke with Zach Dennett, Vice President of Loyalty, Omnichannel and Hispanic Formats, CVS Health, about the brand’s premium customer loyalty program tier, customers engaging with the brand digitally before shopping in-store, and how the customer experience should be personalized, but not overtly obvious.

Read the full article on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/cvs-pharmacy-evolving-customer-loyalty-programs-and-creating-a-more-convenient-customer-experience

Mark Johnson, CEO of Loyalty360, spoke with Mladen Vladic, General Manager, FIS Loyalty Engagement Solutions, about looking at the holistic enterprise value of the consumer, the value in looking inside the organization to determine friction at touchpoints, and the challenges and opportunities in customer loyalty in the year ahead.

Customer expectations continue to evolve, and when considering a purchase — a big ticket item or even a smaller one — they often look for flexibility in payment options. Merchants and retailers operate in an increasingly competitive space, seeking to create a better customer experience to win greater loyalty and frequency while also increasing sales. The customer/merchant relationship does not have to be one of opposition. There are solutions that can benefit both.

The Connected Commerce and Strategic Growth division of Citi Retail Services is designed to reimagine point-of-sale (POS) lending. The team conceptualizes how finance products can be integrated with merchants’ POS systems and how to make it easier for merchants to connect with Citi. The information is leveraged when building products and merchant connection points, enabling customers to access relevant lending products when checking out or buying merchandise.

Indeed, Citi’s research revealed that both consumers and merchants are looking for multiple payment options at the checkout. In fact, 90% of surveyed consumers agreed that retailers need to offer various payment options at the POS. Designed for consumers and retailers, Citi Pay® products help consumers understand the monthly cost of a product. Instead of focusing on the total transaction amount, they can assess purchases based on the associated monthly payments. This process helps consumers determine how the product or the purchase best fits into their budget.

In this podcast, Mark Johnson, CEO of Loyalty360, spoke with Terry O’Neil, Head of Connected Commerce and Strategic Growth for Citi Retail Services, about the future of POS lending, the strategic partnerships Citi’s formed to enable Citi Pay®, and how merchants shouldn’t underestimate the power of an embedded payment product in building customer loyalty.

Mark Johnson, CEO of Loyalty360, spoke with Bob Holtcamp, President and CMO at Bob Evans, about leveraging a new AI-driven loyalty-and-offer solution, merging marketing and IT leadership, and making customers feel recognized and important.

Mark Johnson, CEO of Loyalty360, spoke with Kim Welther, Vice President, CRM & Loyalty for Baesman, about the challenges and opportunities in the year ahead, including defining and measuring success, metrics to consider, and what it takes to stand out in a crowd.

Mark Johnson, CEO of Loyalty360, spoke with Laura Miller, SVP of Strategic Services, and Martha Cohen, Vice President, Client Services at Kobie, about leveraging artificial intelligence (AI) to reduce pain points, breaking down organizational silos to build better programs, and challenges in customer loyalty.

Mark Johnson, CEO of Loyalty360, spoke with Jill Moser, SVP of Global Offers at Mastercard, about what will impact loyalty in 2024, how brands should approach building relationships, and why offering customers choice is imperative to remain competitive in the loyalty space.

Hooters is a globally iconic, image-based, casual dining restaurant brand founded in 1983 in Clearwater, FL. The company consists of nearly 370 stores in total, which include domestic and international franchisees. The brand’s footprint counts 42 states in the U.S. and 29 countries and endeavors to serve great food in a fun environment.

Hooters’ tagline is Hooters Makes You Happy — and that’s the brand’s goal. Hooters wants to give its customers a break from the everyday routine and offers an escape featuring cold beer, chicken wings, and the legendary Hooters Girls, who deliver memorable customer experiences in a fun and engaging way.

Mark Johnson, CEO of Loyalty360, spoke with Bruce Skala, Chief Marketing Officer (CMO), HOA Brands, about how the responsibilities of the CMO have changed, successful partnerships with sports figures, and leveraging social media influencers to drive sales.

Mark Johnson, CEO of Loyalty360, spoke with Don Smith, EVP, Chief Consulting Officer at Brierley, about defining and measuring success, trends Brierley notes for 2024, and what generative AI means for brands.

Mark Johnson, CEO of Loyalty360, spoke with Tom Madden, Executive Vice President, and Katie Berndt, Vice President, at Phaedon, about expected trends in 2024, challenges and opportunities for brands, and how listening to customers will determine loyalty program success.

In today’s commercial landscape, fostering customer loyalty requires more than discounts and rewards. Brands must also deliver personalized experiences to engage and delight customers along their journey. Xoxoday empowers brands to meet this challenge with software solutions that promote loyalty by enhancing the customer experience.

Loyalty360 spoke with Xoxoday Co-Founder Manoj Agarwal about how experiences affect customer loyalty, the importance of personalization, and creating customer-centric loyalty experiences.

In the journey from that first retail flower shop founded in Manhattan by Jim McCann in 1976 to the gift-giving resource giant known as 1-800-FLOWERS.COM, Inc., the trajectory of the company has been one of growth. From that first location and over the next ten years, McCann went on to open 13 more stores. In 1986, the company secured the toll-free phone number 1-800-Flowers and adopted it as its name. An exciting opportunity to become the first merchant provider to appear on AOL opened up in 1994. The company’s own website went live in 1995, and in 1999, the company was renamed 1-800-FLOWERS.COM, Inc. in conjunction with its IPO.

The 2000s were one of expansion as the company began to offer more products. Multiple digital and voice platforms were developed in the 2010s, giving customers more ways to shop. Today, gift-givers are presented with a broad variety of choices as 1-800-FLOWERS.COM, Inc. offers products through more than a dozen different brands encompassing gourmet food, personalized products, and, of course, bouquets of flowers. With such a wide selection of offerings, the company can serve a diverse customer base that seeks to celebrate important moments, give messages of comfort in difficult times, and improve relationships with friends and family members through the act of sending a meaningful gift.

Mark Johnson, CEO of Loyalty360, spoke with Jason John, CMO at 1-800-FLOWERS.COM, Inc., about the brand’s Celebrations Passport loyalty program, how communications reflect enterprise values at the brand level, and how the company’s focus on helping customers develop better relationships builds better loyalty.

Read the full article on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/1-800-flowers-helping-customers-build-meaningful-relationships-builds-better-customer-loyalty

Mark Johnson, CEO of Loyalty360, spoke with Sam Panzer, Director of Industry Strategy at Talon.One, about the 2024 trends in customer loyalty and some of the opportunities he sees within his organization from the brand side.

Bojangles is a Carolina-born restaurant brand specializing in Southern food like hand-breaded fried chicken and made-from-scratch biscuits. Founded in 1977 in Charlotte, N.C., by Jack Fulk and Richard Thomas, the brand now operates over 800 restaurants in the Southeast. Deeply influenced by “Southern hospitality,” Bojangles draws guests back to its restaurants with friendly crews focused on making the experience memorable for customers.
Bojangles is poised to begin an aggressive expansion across Florida, Texas, Nevada, and Ohio. The fast-food brand is on a mission to deliver a “taste of the South” to the rest of the country.

Mark Johnson, CEO of Loyalty360, spoke with Sergio Perez, Sr. Director of Omnichannel Initiatives at Bojangles, about building the Bojangles Reward program, forming partnerships that leverage customer affinity, and driving personalization by knowing what resonates best with customers.

From the inception of railroads in the U.S., commercial freight railroads operated private passenger service. However, by the 1960s, travel by air and interstate highways dominated, and it was no longer profitable to operate passenger railroads.

As a result, private railroads in the U.S. were not doing well. Passenger service was one of many headwinds they had in the business, and they were essentially looking to end it. The federal government did not want to see a wholesale failure of the railroads in the country and decided to develop a solution: Amtrak.

Amtrak, founded in 1971, is a private company, but the sole shareholder is the United States Federal Government. In some regard, there is a public side to the brand. Amtrak assumed all the passenger lines managed by the different railroads throughout the country. Since then, the company has grown — cutting some lines while adding others and revitalizing the fleet.

Today, Amtrak has observed historic interest and levels of investment in passenger rail as a low-energy, sustainable way to travel. This recognition points to passenger rail as having a role to play in the future of travel in the U.S. Over the next 10 years, the company plans to move its services into new markets while improving service in existing ones.

Mark Johnson, CEO of Loyalty360, spoke with Adam Levin-Epstein, Director, Amtrak Guest Rewards, and Ross Nizlek, Director, CRM Operations & Strategy at Amtrak, about Amtrak’s Guest Rewards program, using customer loyalty data to determine program enhancements, and the brand’s commitment to “proactive service recovery.”

Founded in 1957 in Salisbury, N.C., Food Lion has spent over six decades delivering fresh and affordable products to its customers. With over 82,000 Food Lion associates serving more than 10M customers each week, the brand’s 1,108 store locations span a 10-state operating footprint in the Southeast and Mid-Atlantic regions of the U.S.

A part of the Ahold Delhaize USA family of brands and supported by partners at Peapod Digital Labs, Food Lion prioritizes listening to customers in order to deliver fully on its brand strategy while celebrating its “Count On Me” company culture. All efforts are designed to improve Food Lion customers’ emotional connection to the brand.

The company also places an emphasis on serving local towns and cities through Food Lion Feeds and its partnerships with community food banks, working to alleviate hunger as part of the brand’s commitment to corporate social responsibility efforts. The brand’s current goal is to provide 1.5B meals to individuals and families experiencing hunger by the end of 2025.

Mark Johnson, CEO of Loyalty360, spoke with Neil Norman, Director of Loyalty & CPG Marketing Partnerships at Food Lion, about its dynamic MVP Program, the brand’s “Count On Me” culture, and keeping efforts focused on the customer experience.

Originally established in 2015 to provide soccer fans with a way to stream matches, today, Fubo is a direct-to-consumer live TV streaming service enjoyed by 1.48M paid subscribers in North America. Growing through strategic acquisitions, the service has expanded its scope of programming to encompass additional sports, news, and entertainment content, operating in the U.S., Canada, and Spain, as well as in France as Molotov. While the company still sees itself as a sports-first service, a wide portfolio of content has been designed to keep consumers engaged.

Fubo completed its initial public offering as a New York Stock Exchange (NYSE) Company in October 2020. In fall 2023, Fubo announced a partnership with TiiCKER, a software platform that engages, verifies, and rewards retail shareholders.

Mark Johnson, CEO of Loyalty360, spoke with Alison Sternberg, SVP, Investor Relations at Fubo, about building brand love, rewarding platform users and investors, and the Share Perks program created through a partnership formed with TiiCKER.

Read the article here: https://loyalty360.org/content-gallery/in-depth-exclusives/fubo-building-brand-love-by-rewarding-consumers-and-investors

Discover the future of grocery shopping with Vince Torelli, the customer strategy maestro at Duhumbi, as we unravel the secrets behind what really drives your choice of where to buy your groceries. Vince, with his rich blend of international experience and genuine zest for food and strategy, brings us an insider's look at how Duhumbi weaves personalization and customer loyalty into the very fabric of their retail solutions. We dig into the pivotal role of customer data, and how it's shaping grocery shopping experiences to cater to individual needs, from your budget considerations to your taste for local flavors.

Join our heartfelt journey that goes beyond the aisles and checkout lines, touching upon the ethos of gratitude that guides my life, influenced by my family's Italian heritage. Vince shares his personal narrative too, contributing to our rich tapestry of insights. We cover everything from HEB's community-focused strategies to Amazon's digital personalization prowess, illustrating how building a genuine connection with customers can lead to unwavering loyalty. Whether you're in the retail industry, a foodie, or just curious about the evolution of shopping, this episode is packed with industry expertise and personal stories that will enrich your understanding of the power of personalization in retail.

Loyalty360 interviews Sam Panzer, Talon.One, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Partners Fred DeLuca and Dr. Peter Buck opened Pete’s Super Submarines in Bridgeport, Connecticut, in 1965 after 17-year-old DeLuca asked the nuclear physicist (Buck) for advice on paying college tuition. With a $1,000 investment from Buck, the two were poised to change the quick service restaurant (QSR) landscape with fresh and affordable made-to-order sandwiches. In 1968, the Subway® name was used for the first time.

By 1974, the two operated 16 shops in Connecticut. Franchising followed, and today, Subway is one of the world’s largest restaurant brands, with locations in more than 100 countries and over 37,000 restaurants.

Mark Johnson, CEO of Loyalty360, spoke with Mike Kappitt, Chief Operating and Insights Officer at Subway, about the new Subway MVP Rewards program, employee engagement and training, and inspiring guests to demonstrate their extreme love for Subway through exciting initiatives.

For brands with loyalty programs, customer interaction is an integral part of the total customer experience. Brands benefit when their programs are easy to join, and customers can effortlessly earn and use rewards.

vPromos works with clients to minimize barriers to program participation by simplifying the loyalty experience for brands and their customers. Loyalty360 spoke with Peter Vogel, Chief Revenue Officer at vPromos, about how payment terminal technology can improve program performance, facilitate customer communications, and open the door to innovation.

Dan Evins founded Cracker Barrel Old Country Store® in 1969 in Lebanon, Tennessee. Over the next 50 years, Cracker Barrel evolved into a restaurant with a popular retail store and has taken the brand into the digital space with its online store.

Within the brand’s “old general store,” customers can purchase everything from apparel to candles to vintage candy to music. Around the holidays, the store is decorated with trees, and a Christmas theme fills the aisles, from stocking stuffers to thoughtful gifts. The welcoming atmosphere extends into the restaurant. Guests dining at Cracker Barrel find familiar Southern favorites on the menu. The fireplace is likely to be lit, a checkerboard awaits, and families can enjoy the brand’s famous Peg game — a triangle block is located on every table. Cracker Barrel endeavors to offer a unique customer experience from the moment guests cross the front porch and enter the building.

Mark Johnson, CEO of Loyalty360, spoke with Amy Barnett, Vice President of Marketing, Loyalty, and Digital Experience at Cracker Barrel, about collecting valuable input from employees and field operations, rolling out the new Cracker Barrel Rewards program, and partnering with an American music legend.

Hooters, founded in Clearwater, FL, in 1983, is now one of the largest employers of women in the service industry. With 198 corporate stores and approximately 370 stores in total, including domestic and international franchisees, and a footprint encompassing 42 U.S. states and 29 countries, the brand is celebrating 40 years of delivering memorable guest experiences.

The I AM initiative recognizes the women who have “worn the orange shorts” — the Hooters Girls — and empowers employees through educational initiatives and tuition reimbursement. The brand boasts a 70% female demographic within the organization and supports employees as they develop the competencies and skills to build successful careers.

Mark Johnson, CEO of Loyalty360, spoke with Cheryl Kish, Chief People Officer at Hooters, about collecting valuable employee feedback to drive successful training programs, the I AM initiative, and the brand’s HootClub Rewards program.

Read the full interview on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/hooters-creating-a-culture-of-empowered-employees-and-elevating-the-customer-experience

Preferred Hotels & Resorts is a portfolio of independent hotels worldwide that offers travelers a wide selection of luxury stays with a focus on leisure. Guests can choose from a handful of distinctive collections to create the aspirational trip of their dreams, including locations that focus on sustainability or even deliver a touch of history.

Preferred Hotel Group, the parent company of Preferred Hotels & Resorts, rebranded in early 2023 to Preferred Travel Group. Today, the I Prefer Hotel Rewards loyalty program counts over 4.5 million enrolled travelers globally.

Mark Johnson, CEO of Loyalty360, spoke with Lori Strasberg, Senior Vice President of Marketing for Preferred Hotels & Resorts, about its loyalty program, strategic partnerships, and how AI might drive changes in how people research and plan travel.

Publix was founded in 1930 in Winter Haven, FL, by George W. Jenkins and is one of the 10 largest-volume supermarket chains in the country. The brand’s retail sales reached $54.5B in 2022, and Publix is expanding into new markets, with stores opening in Kentucky and enlarging the supermarket’s footprint to eight states.

Employee-owned, the company is both customer- and associate-centric. A commitment to caring for and serving the communities in which stores are located is demonstrated through the brand’s focus on corporate social responsibility (CSR). This year, Publix donated $10M to charities dedicated to alleviating hunger.

Mark Johnson, CEO of Loyalty360, spoke with Maria Brous, Director of Communications at Publix, about the Club Publix customer loyalty program, customizing the shopping experience through personalization, and the brand’s goal to always evolve.

Artificial Intelligence (AI) has become a topic of conversation for marketers this year. With its ability to enhance personalization, tailor rewards, and make product recommendations, the technology has wide implications for customer loyalty. Even so, many marketers are struggling to wrap their heads around AI — how to define it, what it means for their brand, and the best way to implement platforms that leverage AI.

Loyalty360 CEO Mark Johnson recently spoke with Andy O’Dell, Co-Founder and Chief Strategy Officer at Clutch, about the current role of AI in customer loyalty, potential uses of AI going forward, and how brands can implement the technology to reimagine the customer experience.

For marketers and customer loyalty professionals, creating authentic emotional connections between the brand and consumers is vital to success in today’s competitive marketplace. Consumers are seeking more value beyond the transaction, and if they don’t find it with one brand, they’ll swiftly switch to another.

Doug Zarkin is the Chief Brand Officer at Good Feet Worldwide and is an experienced marketing leader with a background spanning from advertising to fashion and beauty and now to health and wellness. His new book, MOVING YOUR BRAND OUT OF THE FRIEND ZONE, comes at a critical point for those immersed in the customer loyalty industry. Zarkin describes how brands stuck in “the friend zone” may be perceived by customers, what their value proposition should be, and how they may be able to reinvent themselves.   

Mark Johnson, CEO of Loyalty360, spoke with Doug Zarkin about The Brand Value Equation, the Art of Sacrifice, and “thinking human.”

Data leads the way in modern marketing, serving as the foundation for informed decisions at every turn. Today's customer loyalty strategies rely on an intricate network of gathered and analyzed data points. These insights are then harnessed to craft personalized communications, offers, rewards, and experiences for a brand’s loyal customers.

The science of data is a passion of Michael Snyder, Senior Solution Consultant for Loyalty and Experience at Comarch. Loyalty360 recently had the opportunity to sit down with Snyder and gain insights into how Comarch is embracing data-driven customer loyalty techniques to create meaningful customer interactions and generate measurable results for clients.

In a rapidly evolving marketing landscape, where engaging and retaining customers is an ongoing challenge for many brands, the concept of gamification has emerged as a captivating solution. By incorporating elements of play into their loyalty efforts, brands have found a powerful means to not only acquire new customers but also keep those customers interested and engaged.

Loyalty360 recently delved into this topic with Aaron Lobliner, Chief Client Officer at CataBoom. We asked him what gamification means to CataBoom, how clients are embracing gamification techniques, and the role it plays in customer loyalty.

Capillary Technologies, has made waves in the loyalty industry, thanks to its recent acquisitions of two prominent companies: Brierley and Tenerity's Digital Connect Assets. Since its inception in 2012, Capillary has served companies worldwide with its customer data platform. Through the utilization of its AI-powered loyalty management platform, Capillary can enhance a brand’s loyalty program to improve the customer experience and enhance program strategies.

In an exclusive interview with Loyalty360, Don Smith, the Global Consulting Officer and Chief Marketing Officer (CMO) at Brierley – Capillary, gave an inside look at Capillary's recent acquisitions. Smith also delved into the concept of generative loyalty and the potential impacts the latest technology will have on the future of the loyalty industry.

At Home is a retail superstore focusing on holiday, seasonal, and decorative items for the home. The company was first established in South Texas in 1979 under the name Garden Ridge Pottery. Popular in the south and southeast, the number of stores grew to 50 over the course of the next three decades. In 2012, company leadership changed, and by 2014, the name evolved to At Home.

Now with 267 stores, At Home specializes in product categories ranging from furniture, rugs, curtains, wall décor, bed and bath, and more while promising customers “new thousands of lower prices storewide” every day. For Insider Perks members, the brand offers exclusive low pricing on select deals, receiptless returns, and sneak peeks for special promotions and events while adding on special gift eligibility and the opportunity to become a VIP and enjoy additional benefits.

Mark Johnson, CEO of Loyalty360, spoke with Susan Rodgers, CMO of At Home, about the brand’s customer loyalty program, the importance of delivering a true value proposition, and how the co-branded Synchrony credit card affords members easy access.

Familiar to marketing, sales, and customer service teams globally, Salesforce supplies cloud-based solutions to support its clients’ customer loyalty and customer relationship management (CRM) strategies and programs. The company’s signature software bundle, Customer 360, provides brand teams with a shared view of customer information at every phase of the customer journey, allowing clients to enhance customer relationships, streamline sales and marketing efforts, and scale to accommodate business needs.

Loyalty360 recently spoke with two Salesforce associates, James Murphy, Senior Manager – Retail Industry Advisor, and Sara Fefferman, Product Marketing Manager. They discussed how Salesforce is helping brands leverage technology to build and maintain customer loyalty

For the past 20 years, Bounteous has established itself as a co-innovation partner for numerous brand clients. The company’s core mission as a technology-agnostic agency is to assist clients from a wide range of industries in selecting, implementing, and optimizing their technology, as well as bring loyalty experiences to life through strategic consulting, mobile app design, website development, creative, analytics, and more.

Loyalty360 CEO, Mark Johnson, spoke with Ellen Green, Vice President of Loyalty Strategy at Bounteous, to learn more about her experience in consulting and how Bounteous partners with brands to build successful customer loyalty strategies.

The company that would eventually become Kum & Go was founded in 1959 by Tony S. Gentle and William A. Krause in Hampton, Iowa. That first humble location in the middle of the Iowa countryside has grown to 400 locations across 13 different states in the Midwest, and today, Kum & Go brings A Fresh Perspective™ to the customers and communities it serves.

The brand’s purpose to make days better for customers can be found in its broad range of products offering more than traditional convenience store fare. Whether it’s freshly brewed coffee or fresh hot food that’s made to order in each store every day, Kum & Go has created a place where customers can fuel up at the pump and fill up in-store.

Kum & Go’s &Rewards program allows members to earn at the pump and in-store. Points can be converted into fuel discounts or cash. Redemption starts at 100 points. Exclusive member-only deals on food, beverages, fuel, and more offer customers additional incentives to enroll in the program through the app, via the brand’s website, or even in-store.

Mark Johnson, CEO of Loyalty360, spoke with Matt Riezman, Director of Brand Marketing, Matt Anderson, Director of Digital Customer Experience, and Matt Weber, Director of Business Insights & Analytics at Kum & Go, about the brand’s &Rewards program, the impact of the electronic vehicle (EV) market on loyalty strategies, and how the pandemic forced Kum & Go’s team to become more agile in leveraging technologies.

Thirty years ago, AIR MILES® launched its Reward Program, essentially inventing the coalition loyalty concept. Over the course of three decades, the Canadian program has pulled together over 300 brands and thousands of retailers and service locations, offering collectors — the program’s members — a massive amount of choice encompassing everyday and aspirational products, travel options, events, and attractions.

Today, AIR MILES is making a resurgence as brands come together to share customer relationships, data and insight, and the power of the network. It’s a perfect time to re-energize the AIR MILES brand, making the most of its assets, including its nearly 10 million collector base, a mountain of data, and most importantly, the value the program brings to Canadians.

Uniting a coalition of brands together under the auspices of AIR MILES created a powerful program not only because of how collectors can earn rewards points but also because of how they can be used. There’s real power in giving people more choices and allowing them to earn and redeem wherever they shop.

Mark Johnson, CEO of Loyalty360, spoke with Shawn Stewart, President of AIR MILES, about the recent acquisition by BMO Financial Group (BMO), changing strategies to better serve the brands utilizing the program, and leveraging data to increase personalization.

PDI Technologies has decades of industry experience, gathering customer data and providing expert consulting to fuel stations for increased efficiency and profitability.

Adapting to new changes in the industry, like electric vehicles (EVs) and sustainability, PDI Technologies has supported clients in their loyalty strategies to attract all kinds of customers — and drivers — to make the most use of their space, bringing shoppers from the fuel/charging stations to inside the convenience stores.

Loyalty360 spoke with Brandon Logsdon, President of Consumer Engagement Solutions at PDI Technologies, about his experience within the loyalty industry, new trends in sustainability, and how brands can leverage data to support customer engagement. Logsdon has over 20 years of customer loyalty experience under his belt, adopting innovative strategies to shape customer loyalty programs for various brands.

Teriyaki Madness is the result of a mad passion for teriyaki that came to life for brothers Rod and Alan Arreola, and their cousin, Eric Garma, while living in Seattle, WA. As the three fine-tuned their appetite for Asian cuisine, working in mom-and-pop shops during college, a vision was born: introduced Seattle-inspired teriyaki rice bowls to the rest of the world.

By 2003, the first fast-casual Teriyaki Madness restaurant was opened in Las Vegas, NV. The company began to offer franchising opportunities in 2005. Now with more than 130 locations, Teriyaki Madness can be found in over 30 states and in Mexico and Canada. In recent years, the company has seen marked growth. Teriyaki Madness opened 10 new restaurants and awarded 45 units in 2023, and the company has observed a 21% year-over-year systemwide sales increase.

Mark Johnson, CEO of Loyalty360, spoke with Jodi Boyce, CMO of Teriyaki Madness, about the Mad Rewards program, the integration of new technologies into its app, and meeting evolving customer expectations.

Jenna O’Connor, Director of Loyalty Marketing, has 14 years of tenure at GNC, with a focus on the member marketing strategy and management and direction of the loyalty program. She has been an industry leader in loyalty management and has developed a successful deployment of GNC’s multi-tier loyalty program to give shoppers more ways to save and boost customer engagement. Loyalty360 interviewed O’Connor to talk about the journey of developing GNC’s new loyalty program, managing long-term projects and brand consistency while finding the best strategy to innovate in a growing, evolving loyalty industry.

Mastercard® has been a leader in payments since the late 1960s. Over the past decade, the company has evolved its suite of services to help customers make smarter decisions with improved outcomes. When it comes to consumer engagement, Mastercard works with brands to deliver better experiences and ultimately drive long-term loyalty.

Kyle Clark, Senior Vice President of Merchant Loyalty at Mastercard, has seen many changes in consumer behavior, especially in recent years as consumers increasingly shift to digital. Clark’s focus is on supporting brands across industries to build loyal relationships with their consumers.

Loyalty360 sat down with Clark to talk about recent news and developments in the customer loyalty industry.

In 1919, Conrad Hilton was on his way to buy a bank in Cisco, TX. When the price was raised at the last moment, Hilton left the deal on the table, quickly pivoted, and purchased the 40-room Mobley Hotel located in the same town. This decision would forever change the world of hospitality.

It wasn’t until 1925 that the first hotel bearing the name Hilton was opened in downtown Dallas, TX, targeting business travelers while also offering downtown shoppers a place to stay. This was the first newly constructed hotel for the brand, with exciting amenities such as elevators and laundry chutes. Forward-thinking design helped combat the heat of the hot Dallas sun; no guest rooms were built on the western-facing side of the building.

Innovation, embracing new technologies, and a passion for delivering exceptional stays to guests continue to fuel the purpose and vision of today’s Hilton. Its award-winning Hilton Honors loyalty program leads the industry in creating seamless digital experiences while rewarding members early with valuable points earning and redemption opportunities.

Mark Johnson, CEO of Loyalty360, spoke with Brad Anderson, Vice President of Hilton Honors Program Strategy at Hilton, about the program’s built-in customization and flexibility, technology enhancements to ensure guest experiences are valuable, and collecting customer feedback on active products.

Established in the 1970s in rural Alberta, Canada, Parkland has become a leading convenience and fuel marketer across the country. Expansion throughout Canada and into the United States and the Caribbean has been driven mostly through acquisitions and strategic partnerships. Parkland is preparing to launch its loyalty program in Puerto Rico.

With over 1 million customers served every day across 4,000+ retail locations operating under the field brands of Chevron, Pioneer, Fas Gas Plus, RaceTrac, Superpumper, Ultramar, On the Run, and Esso, as well as under Sol Petroleum internationally, the brand’s rural beginnings in Alberta have led to global success. Parkland is now in 25 countries.

Acquisitions in Canada, such as major frozen food retailer M&M Food Market, have allowed Parkland to bring even more choices to members of its Journie™ Rewards program while moving fuel customers from the frontcourt to the backcourt. At the pump, strategic partnerships offer even more benefits for members. Customers with a CIBC bank credit card, when linked to a Journie Rewards account, receive an automatic three-cent-per-liter discount on every fill-up at any of Parkland’s field brands.

Mark Johnson, CEO of Loyalty360, spoke with Michael McDowell, Vice President of Loyalty Programs and Partnerships at Parkland, about the different experiences of approaching loyalty from an agency perspective versus the brand side, satisfying loyalty program members through early benefits, and opportunities for Parkland and its loyalty program.

A well-known name in customer loyalty for years, ICF Next recently announced exciting news for the company as the result of the sale of its commercial marketing group to private equity firm Cohere Capital, rebranding to Phaedon. With the team's core leadership and expert teams remaining intact, the newly introduced Phaedon is forward focused on helping clients enhance their customer experiences and develop stronger loyalty strategies.

Loyalty360 spoke with Kris Tremaine, CEO of Phaedon, and Tom Madden, Executive Vice President, to learn more about the rebrand and get their take on the top loyalty trends.

Known originally as Buffalo Wings and Rings, the Wings and Rings first opened its doors in 1984 in Cincinnati, OH, with four locations. Entrepreneurs Nader Masadeh, Phillip Schram, and Haytham David bought the properties in 2005 with an eye to combining their mutual love of sports and delicious chicken wings. The modern-day Wings and Rings chain was born.

With over 85 locations, the franchise has been named to FSR Magazine’s Top 25 NextGen List, which honors fast-casual dining chains leading the next generation of quick service dining and 1851 Franchise Magazine’s list of Top 25 Chicken Restaurants for 2023. Its growth and success can be attributed to a promise to serve quality fresh — never frozen — chicken, onion rings, and burgers, a commitment to tech innovation, and its focus on listening to customers and providing them with new and innovative rewards for their loyalty and patronage.

Recently, Loyalty360 CEO Mark Johnson spoke with Wing’s and Rings Associate VP of Marketing, Linsey Case, to discuss how the chain is thriving in post-pandemic consumerism, its straightforward loyalty program, and what the brand sees on the horizon for technology in its industry.

Read the full interview on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/technology-makes-it-easier-a-q-a-with-wings-and-rings-on-loyalty-programs-and-improved-customer-eng

Aristocrat was founded in Sydney, Australia, in the 1950s as a gaming provider. Expansion followed in the next two decades, bringing the first five-reel slot machine to Europe and the U.S. By 1979, the all-electronic game, Wild West, arrived on the gaming scene. Fast-forward to the 1980s, and machine leasing leads to significant growth for the company.

In the 2000s, Aristocrat began to operate in Nevada and continued to grow. Within the first two decades of the 21st century, Aristocrat built a global mobile business, and the worldwide gaming brand was relaunched as Aristocrat Gaming.

Mark Johnson, CEO of Loyalty360, spoke with Vanessa Lisnard, Program Manager of Commercial Strategy at Aristocrat Gaming, about the Reel Returns B2B loyalty program, tailoring communication to match customers’ jurisdictions, and a post-COVID shift in customer spending.

Read the full interview on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/a-game-winning-approach-a-q-a-with-aristocrat-on-building-b2b-customer-loyalty

With years of customer loyalty experience, the team at Marigold (formerly Cheetah Digital) has a strong pulse on the current customer loyalty landscape. In 2022, Marigold surveyed 1500+ U.S. consumers to better understand their sentiment toward brand loyalty and what they expect from their favorite brands. In an era of economic uncertainty, quickly evolving technologies, but a consistent interest in customer loyalty strategies, where are the most valuable areas for brands to focus their resources?

Loyalty360 sat down with Roger Williams, Head of Loyalty Center of Excellence at Marigold to dive into the state of customer loyalty, talk about changes in the loyalty industry, the importance of personalization, and the future of customer loyalty programs.

For over 75 years, Best Western Hotels has inspired guests to travel through unique experiences and comfortable stays. The company’s success comes from its team’s caring spirit and a deep commitment to providing guests with excellent service.

Best Western Hotels & Resorts has led the hospitality industry with its wide brand of hotels across the United States and 100 countries and territories. The hotel brand has received high praise for its customer loyalty program for guest satisfaction and has garnered several loyalty industry awards like the Tripadvisor® Travelers’ Choice Award and Newsweek’s America’s Best Loyalty Programs of 2023.

Larry Cuculic, the President and CEO of Best Western Hotels, talks about his history with the global hospitality brand and how it has developed key partnerships with like-minded organizations and innovative loyalty rewards incentives to stay ahead of the competition. CEO of Loyalty360, Mark Johnson, sat down with Cuculic to discuss how customer service improves customer loyalty and lasting memories.

Read the full interview on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/exceeding-travelers-expectations-a-q-a-with-best-western-hotels-on-leadership-customer-loyalty-a

Hilton, founded in 1919 by visionary Conrad Hilton, is an iconic brand recognized worldwide. From its humble beginnings in Cisco, TX, the brand’s innovative leadership, dedicated team members, devotion to delivering the best possible stay for guests, and drive to create extraordinary customer experiences have gone on to change the world of hospitality.

That passion remains part of the global hospitality company’s practice today and is reflected in the brand’s values: Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now — operating with a sense of urgency. In other words, Hilton.

Beyond its award-winning Hilton Honors customer loyalty program, the brand continues to explore opportunities to understand and celebrate its members and guests through special experiences and unique benefits.

Mark Johnson, CEO of Loyalty360, spoke with Jenn Chick, Senior Vice President & Global Head, Hilton Honors & Customer Engagement, about the upcoming National Woman Road Warrior Day, how the company leverages women in leadership, and how Hilton makes it easier to bring families along on the journey — even when traveling for business.

Read the full interview on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/celebrating-women-who-travel-a-q-a-with-hilton-s-jenn-chick-about-national-woman-road-warrior-day-a

Parkland traces its beginning back to a single retail location established in the 1970s in rural Alberta, Canada. For the next four and a half decades, in addition to establishing its own fuel station chain, the brand further grew through a series of acquisitions, including a number of retail fuel operations, a refinery in British Columbia, and most recently, a major frozen food retailer, M&M Food Market. Parkland Corporation has expanded across Canada and the United States, and into the Caribbean. The company now boasts over 4,000 global retail and commercial locations.

In Canada and the U.S., the company operates under the familiar field brands of Chevron, Pioneer, Fas Gas Plus, RaceTrac, Superpumper, Ultramar, and Esso. Internationally, Parkland operates mostly under the Sol brand. Additionally, Parkland has the rights to the On the Run brand in Canada and the U.S. The fuel distributor and retailer serves over one million customers with fuel, convenience store items, and refreshments every day.

Mark Johnson, CEO of Loyalty360, spoke with Derek Wiedl, Director of Loyalty at Parkland, about the brand’s Journie™ Rewards program, building customer loyalty in a space where drivers make choices based on fuel price and location, and the value of strategic partnerships ranging from banking to air travel.

Read the full interview on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/turning-left-or-right-a-q-a-with-parkland-on-creating-customer-loyalty-in-the-retail-fuel-space

LendingClub® was founded in two unlikely ways. First, it began during the Great Recession of 2007, when banks were not issuing loans because of the economic climate. Second, it started as a Facebook app connecting users with personal lenders. But its model disrupted the personal loan industry. At a time when banks were looking out for their own interests, LendingClub® was working to take care of its members.

The company focuses its efforts on developing financial health in its members. With this focus, it provides a range of perks, benefits, and support to build space in members’ budgets and put cash in their pockets. One of its primary resources is the Stackit rewards program, which uses customer data to automatically deliver discounts and cashback on purchases.

Mark Johnson, CEO of Loyalty360, spoke with Amber Carroll, SVP, Membership & Lifecycle Marketing for LendingClub®, about the brand’s customer loyalty initiatives, how it continues to disrupt the industry, and how Stackit uses personalization to drive engagement with the program.

Loyalty360's Mark Johnson interviews Kim Welther, Baesman, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Aristocrat is a global leader in gaming content and technology and a top-tier publisher of free-to-play mobile games. Operating in the Americas, Europe, Middle East and Africa, and Asia Pacific, the brand delivers end-to-end solutions for customers in more than 300 jurisdictions across the globe.

A finalist for the 2023 Loyalty360 Awards at this year’s Loyalty Expo in Orlando, FL, in the B2B Customer Loyalty category, Aristocrat received the silver award.

Mark Johnson, CEO of Loyalty360, spoke with Vanessa Lisnard, the Program Manager of Commercial Strategy at Aristocrat Technologies, Inc., about the brand’s award-winning presentation, bringing a B2B loyalty program to the gaming industry, and the next exciting step for Aristocrat.

Signia is one of the 14 brands under the WS Audiology (WSA) umbrella. Formed in 2019 through the merger of Sivantos and Widex, WSA is a global hearing aid manufacturer, with its headquarters in Denmark and another U.S.-based headquarters in Iselin, NJ. Through several transitions in its 140 years of experience in the hearing industry, the company leverages its experience with innovation to develop a firm foundation that enables it to be a key player in the hearing space today.

Signia has grown to be one of the leading hearing aid brands worldwide. Through its B2B member-focused Aspire program, mutually-beneficial relationships are formed to help audiologists and other hearing loss professionals serve their patients while building successful practices. For those members, Aspire delivers opportunities to choose the benefits they need as they grow and strengthen their businesses.

Mark Johnson, CEO of Loyalty360, spoke with Stephanie Miller, Senior Loyalty Program Manager at Signia Aspire, about engaging members through the “three pillars” of its B2B loyalty program, offering a “white glove service,” and building meaningful relationships with member practices.

Read the full interview on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/signia-aspire-prioritizing-meaningful-relationships-with-b2b-customers-produce-loyal-program-member

Mark Johnson, CEO of Loyalty360, spoke with Kimberley Gardiner, Chief Marketing Officer at Tractor Supply, about what it means to be a “Neighbor,” the essentiality of building customer loyalty, and how culture and real corporate social responsibility go hand in hand.

Loyalty360's Mark Johnson interviews Oliver Page and Adrian Trzaskus, Deloitte, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Mark Johnson, CEO of Loyalty360, spoke with Courtney Wachs, Vice President of Digital Commerce and Consumer Experience at e.l.f. Beauty, about the Beauty Squad rewards program, how the brand improves its customer experience for program members, and the recent AE partnership.

Mark Johnson, CEO of Loyalty360, spoke with Carolyn Pollock, Chief Marketing Officer for Tailored Brands, Inc., about building emotional loyalty through meaningful relationships, partnering with Snapchat in an exciting campaign to serve prom-goers, and helping busy grooms manage their wedding party with Wedding Wingman.

Mark Johnson, CEO of Loyalty360, spoke with Carrie Cohen, Marketing Loyalty & Analytics Manager at Cinergy, about how the Cinergy Elite loyalty plan works, incentivizing certain behaviors, and getting people back to the movies. 

Loyalty360's Mark Johnson interviews Eric Dean, Banyan, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Mark Johnson, CEO of Loyalty360, spoke with Geoff Alexander, President and CEO of Wow Bao, about transitioning from a strictly rewards-based program to an enhanced customer loyalty program, the brand’s new program featuring Wow Bao CollectaBaos, and how prioritizing hospitality — internally with employees and externally with consumers — creates customer loyalty.

For 90+ years, the LEGO Group has been owned by the Kristiansen family in Billund, Denmark. What started as a wooden toy workshop in 1932 would grow into one of the most recognizable toy brands in the world after it started making injection-molded plastic bricks. Part of LEGO’s success comes from its commitment to its company values: fun, creativity, and inclusivity. These values are the foundation of the LEGO VIP rewards program and are built into every promotion and reward it offers.

At the 2023 Loyalty360 Loyalty Expo in Orlando, FL, the LEGO Group was recognized as a 360 Degree Award winner and a platinum award winner in the following Loyalty360 Awards categories:

· Customer Analytics, Insights, and Metrics

· Offer, Incentive, and Reward Design

Mark Johnson, CEO of Loyalty360, spoke with Jason Whiting, Director of Membership at the LEGO Group, about the brand’s recent award presentation and recognition at the Loyalty Awards.

Mark Johnson, CEO of Loyalty360, spoke with Jason Whiting, Director of Membership at the LEGO Group, about the new VIP rewards program, building and planning strategic partnerships, and creating value for members through personalization and data.

Founded in 2007, Scene+ started as a joint venture between Cineplex — a major movie theatre chain in Canada — and Scotiabank — one of Canada’s top five banks. For over 10 years, Scene+ has been one of the top loyalty programs in Canada. The brand recently relaunched its loyalty program, switching from an entertainment program to a full lifestyle program.

At the 2023 Loyalty360 Loyalty Expo in Orlando, FL, Scene+ was recognized as a 360 Degree Award winner and as finalists in the following Loyalty Awards categories:

· Brand to Brand Partnerships — Platinum Award

· Customer Experience Strategy — Silver Award

· Customer Loyalty Strategy — Silver Award

Mark Johnson, CEO of Loyalty360, spoke with Elizabeth McNeil, Director of Partnerships, and Aiman Feza, Senior Brand Communications Manager for Scene+, about the brand’s recent award presentation and recognition at the Loyalty Awards.

Mark Johnson, CEO of Loyalty360, spoke with Elizabeth McNeil, the Director of Partnerships, and Aiman Feza, Senior Manager of Brand Communications at Scene+, about the relaunch of the loyalty program, the brand’s focus on using customer data to personalize its offerings, and how it develops meaningful partnerships.

Mark Johnson, CEO of Loyalty360, spoke with Stephanie Miller, Senior Loyalty Program Manager at Signia Aspire, about the brand’s award-winning presentations, advice for similar brands — especially those with B2B loyalty programs, and the next exciting step for the Aspire program.

Mark Johnson, CEO of Loyalty360, spoke with Stacy Fields, Director of Digital Experience for MOOYAH Burgers, Fries & Shakes, about making strategic decisions based on data and customer feedback, the recent relaunch of the MOOYAH Rewards App, and helping franchises and employees best serve their customers — and communities.

Loyalty360's Mark Johnson interviews Andy O'Dell, Clutch, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Mark Johnson, CEO of Loyalty360, spoke with Kevin Moffitt, President of Office Depot, about core customer service aspects of an in-store experience, managing well-optimized marketing programs, and how workspaces have evolved.

Mark Johnson, CEO of Loyalty360, spoke with Mike LiBassi, Manager, Business Lifecycle & Retention at Verizon, about the value of brand partnerships, gathering Voice of Customer feedback through multiple channels, and how the Verizon Business Mastercard® enables the company to deliver a meaningful small business customer loyalty program.

Mark Johnson, CEO of Loyalty360, spoke with Vanessa Christie, Director of Loyalty and Experiences of The North Face, about the brand’s customer loyalty strategy, the new XPLR Pass loyalty program, and how the brand connects emotionally with its customers through experiences.

Mark Johnson, CEO of Loyalty360, spoke with Dani Catana, North American Loyalty Operations Manager for FordPass™ Rewards Visa and FordPass™ Rewards Program, about building a robust loyalty program member base in a short amount of time, offering choices and flexibility during the pandemic, and treating members like family.

Mark Johnson, CEO of Loyalty360, spoke with Shannon DeVito, Senior Director of Book Strategy and Customer Experience at Barnes & Noble, about the brand’s shift in focus after going private, the newly revamped loyalty program, and the value of providing a personalized customer experience.

Loyalty360's Mark Johnson interviews Chris Mills, Talon.One, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Mark Johnson, CEO of Loyalty360, spoke with Mike LiBassi, Manager, Verizon Business Lifecycle & Retention at Verizon, about his upcoming awards presentation for B2B Customer Loyalty at the 2023 Loyalty Expo.

Mark Johnson, CEO of Loyalty360, spoke with Jessica Kearney, Assistant Vice President of Public Policy at Travelers, and Laura Richardson, Vice President of Customer Success at Cambridge Mobile Telematics, about the dangers of distracted driving and how technology can positively impact customer behavior.

Loyalty360's Mark Johnson interviews Rob Purdy, CarltonOne, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Mark Johnson, CEO of Loyalty360, spoke with Denise Jenkins, Vice President of Marketing Insights and Loyalty of UDF, about how the brand adjusts to changing customers, its revamped U-Drive Plus rewards program, and its new employee loyalty program.

Mark Johnson, CEO of Loyalty360, spoke with Linda Nelson, Process Consultant from Progressive, about keeping a loyalty program easy to understand, evolving and adapting to what customers want and need, and the importance of retention.

Mark Johnson, CEO of Loyalty360, sat down with Carlo Savino, Vice President of eCommerce for North and Latin America at Lenovo, to discuss how MyLenovo Rewards developed in the last four years and how customers remain engaged through transactional rewards, surprise and delight campaigns, and customer-centric online communities.

Mark Johnson, CEO of Loyalty360, spoke with Jamie Jarboe, Vice President of Sales and Strategic Accounts at Idomoo, about his upcoming presentation on redefining customer interactions at the 2023 Loyalty360 Loyalty Expo.

Loyalty360's Mark Johnson interviews Pamela Erlichman, Jebbit, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Mark Johnson, CEO of Loyalty360, spoke with Jordan Sequeira, the Senior Marketing Leader of IKEA Canada, about the importance of leveraging the company’s frontline co-workers, leveraging a small footprint in a big country, and using the data and insights from loyalty programs to shape strategy.

Mark Johnson, CEO of Loyalty360, spoke with Amanda Jamerson, Senior Director of Hilton Honors, about her upcoming awards presentation at the Loyalty Expo, how the Space-Available Upgrade program works, and what attendees can expect from the presentation.

Mark Johnson, CEO of Loyalty360, spoke with Dave Canty, SVP, Head of Loyalty at Bilt Rewards, about the innovation of Bilt’s loyalty program, how it leverages strategic partnerships, and how the program provides meaningful value for its members.

Loyalty360's Mark Johnson interviews Bindu Gupta and Connie Sisco, ICF Next, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Mark Johnson, CEO of Loyalty360, spoke with Diane Eichler, Senior Vice President of Marketing at KOA, about her upcoming presentation at the 2023 Loyalty Expo on collecting and leveraging customer data.

IKEA Canada is an award finalist for this year’s Loyalty360 Awards for the Employee Engagement & Impact category at the upcoming Loyalty Expo, held May 8-10 in Orlando, FL.

Mark Johnson, CEO of Loyalty360, spoke with Jordan Sequeira, the Senior Marketing Leader of IKEA Canada, about his upcoming awards presentation at the Loyalty Expo, the importance of leveraging the company’s frontline co-workers, and what attendees will learn from the presentation.

Mark Johnson, CEO of Loyalty360, spoke with Andres Barry, President of JetBlue Travel Products, about the brand’s customer loyalty strategy, how they engage with customers and innovate the TrueBlue loyalty program, and how the brand plans and implements partnerships.

Mark Johnson, CEO of Loyalty360, spoke with Erin Corrigan, Director of Digital Marketing for Donatos, about the Donatos Rewards program, the brands’ customer loyalty efforts, and how it uses emotional loyalty and personalization to drive engagement with the program.

Donatos was recently named a finalist for this year’s Loyalty360 Awards, presenting in the Customer Loyalty Strategy category at Loyalty360’s Loyalty Expo, May 8-10 in Orlando. At the event, Erin will share her story on how Donatos leverages customer data to drive and enhance customer loyalty.

Mark Johnson, CEO of Loyalty360, spoke with Erin Corrigan, Director of Digital Marketing for Donatos, about her upcoming presentation at the 2023 Loyalty Expo and Donatos’ customer loyalty success.

Loyalty360's Mark Johnson interviews Jonathan Silver, Engage People, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Mark Johnson, CEO of Loyalty360, spoke with Tanbir Grover, Chief Digital and Marketing Officer of Pet Valu, about the brand’s customer loyalty efforts, how it builds emotional loyalty through its charity work, and how it uses customer data to personalize customer engagement with the loyalty program.

Mark Johnson, CEO of Loyalty360, spoke with Claudia Infante, Senior Vice President of Revenue Strategy for Margaritaville, about her upcoming session at the 2023 Loyalty Expo, which will focus on how Margaritaville learned from challenges and successes from launching its new loyalty program, Margaritaville Perks.

Mark Johnson, CEO of Loyalty360, spoke with Jessie Rosenberg, Loyalty Strategic Partnerships Manager for Ulta Beauty about the history of Ultamate Rewards®, its customer loyalty strategy, and how they engage guests through personalization and partnerships.

Loyalty360's Mark Johnson interviews Eileen Peacock and Aiden Lundy, Tenerity, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Mark Johnson, CEO of Loyalty360, spoke with Eoin Comerford, CEO of Moosejaw, about the brand’s customer loyalty initiatives, how it redesigned its customer service to improve the customer experience, and its efforts to increase inclusivity for both the Moosejaw brand and outdoor recreation holistically.

As brands seek to provide more one-to-one personalization and meaningful value for loyal guests, many look to leverage partnerships with companies that are relevant to guests’ wants and needs. Understanding which brands are truly relevant to the guest experience and will increase loyalty member engagement is often difficult to determine. Ulta Beauty has developed successful, meaningful loyalty partnerships for its members and continues to explore new opportunities. Ulta Beauty will lead a session on loyalty partnerships at the 2023 Loyalty Expo to share this success.

Mark Johnson, CEO of Loyalty360, spoke with Jessie Rosenberg, Loyalty Strategic Partnerships Manager for Ulta Beauty, about her upcoming session at the 2023 Loyalty Expo. Jessie’s session will explore the value of loyalty partnerships and a framework for evaluating partnership fit and relevance.

Since its beginning in 2015, Yesway has focused on collecting and understanding first-party customer data. The brand focuses on building relationships with its customers through in-store interactions and its rewards programs. Through understanding its customers’ interests, Yesway continually seeks to add value to every transaction. For that reason, Yesway acquired the Allsup’s brand, integrating its beloved food program. The brand also developed its Stack and Save program to help its customers stretch their wallets during times of inflation or high fuel costs.

Mark Johnson, Loyalty360 CEO, spoke with Darrin Samaha, Vice President of Marketing at Yesway, about the brand’s customer loyalty efforts, its acquisition of the Allsup’s brand, and how it seeks to use its rewards program to create value for both the member and the brand.

Mark Johnson, CEO of Loyalty360, spoke with Diane Eichler, Senior Vice President of Marketing at Kampgrounds of America, Inc., about the brand’s customer loyalty efforts, how it collects and uses customer data, and how it builds emotional loyalty among travelers.

Mark Johnson, CEO of Loyalty360, spoke with Kelly Cook, Chief Marketing & IT Officer for David’s Bridal, about the development and expansion of the Diamond Loyalty program, her experience with customer loyalty across a variety of industries, and how David’s Bridal innovates its customer loyalty offerings.

Loyalty360's Mark Johnson interviews Don Smith, Brierley, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

By studying customer behavior, The Coffee Bean and Tea Leaf noticed the impact its baristas and brew crew had on building customer relationships and improving loyalty. Leveraging this insight, the brand is focusing their personalization efforts at the store-level.

As part of this focus, The Coffee Bean and Tea Leaf recently launched their newest customer loyalty initiative — Discovery Pass. The program helps new Coffee Bean Rewards members try more menu products with discounts spread over the course of a month, helping local store barista and brew crew recommendations go further.

Mark Johnson, CEO of Loyalty360, spoke with Daniella Voysey Olson, Head of Marketing for the Americas, The Coffee Bean and Tea Leaf, about the brand’s customer loyalty efforts, its recent Discovery Pass initiative, and how it empowers in-store employees to build customer relationships.

Loyalty360's Mark Johnson interviews Christopher Sandstrom, Comarch, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Joe Martin, Dow Jones and The Wall Street Journal, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Stacey Pool is the Chief Marketing Officer for Noodles & Company, a restaurant chain dedicated to serving Uncommon Goodness at over 450 locations in 26 states. The fast-casual restaurant brand offers American and international-inspired noodle dishes, as well as salads, soups, and desserts.

Noodles & Company’s mission since its beginning in 1995 has been to inspire and nourish every team member, guest, and community it serves.

Mark Johnson, CEO of Loyalty360 met with Stacey Pool to discuss the restaurant chain’s customer loyalty efforts, keeping up with customer expectations, and the brand’s focus on community and corporate social responsibility, including a new partnership with BetterHelp.

Jason Scoggins is the Senior Director of Loyalty & CRM at Chipotle Mexican Grill. Founded in 1993, the fast-casual restaurant brand is dedicated to serving real food from local and organic sources.

Mark Johnson, CEO of Loyalty360 met with Jason Scoggins to discuss the brand’s customer loyalty efforts, how they address new trends in data and personalization, and their new program: Freepotle.

Loyalty360's Mark Johnson interviews Robert Passikoff, Brand Keys to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Tom Madden and Bindu Gupta, ICF Next, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Nina Rose, The Lacek Group, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Mladen Vladic, FIS, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360 CEO Mark Johnson spoke with author and event specialist Doug Binder about his recent publication, and what the new dynamics of gatherings mean for the future of business events, especially as it relates to customer loyalty.

Loyalty360's Mark Johnson interviews Nick Casares, PolyientX, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360 CEO Mark Johnson spoke with Miriam Schulman about her upcoming book release, “ARTPRENEUR: The Step-by-Step Guide to Making a Sustainable Living from Your Creativity,” coming to bookstores this January, and how the ideas presented can be carried over into the business world and more importantly, into brand loyalty.

Matthew Rubin is the Senior VP and General Manager of Petsense by Tractor Supply, a specialty pet retailer owned and operated by Tractor Supply Company. Founded in 2005 to meet the needs of pet owners primarily in small and mid-sized communities, the company was acquired by Tractor Supply Co. in 2016, and now has close to 200 stores across the United States.

Loyalty360 CEO Mark Johnson met with Rubin to discuss the brand’s Neighbor’s Club loyalty program and the recent rebranding of Petsense by Tractor Supply.

Loyalty360's Mark Johnson interviews Jeff Lambert, TiiCKER, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Sara Costa is the Loyalty Experience Product Specialist, and Chelsea McGough is the Loyalty Program Strategy Manager, for Blue Buffalo all-natural pet food company. The brand recently brought home the Platinum Award for Customer Loyalty Strategy at the 2022 Loyalty Expo hosted by Loyalty360. As one of the most competitive categories in the Loyalty360 Awards, as well as one of the most challenging aspects of loyalty marketing, competing brands demonstrated their dedication to prioritizing customer loyalty through a combination of technology, training, socialization, and implementation.

Mark Johnson, Loyalty360 CEO, met with McGough and Costa to discuss the brand’s award-winning customer loyalty strategy and the way it builds meaningful, and loyal, relationships with its customer base.

Markus Sturm is the Senior Vice President and Head of Digital Loyalty and Consumer Goods at Tim Hortons, quick-service restaurant featuring coffee, donuts, breakfast favorites and sandwiches, and endearingly deemed the “most Canadian brand in Canada.” The brand recently brought home the Platinum Award for Social Impact and CSR at the 2022 Loyalty Expo hosted by Loyalty360.

Mark Johnson, Loyalty360 CEO, met with Markus Sturm to discuss the brand’s award-winning CSR strategy and the way it differentiates itself in the realm of customer loyalty.

Matthew Goldberg is the Director of PRO Strategy and Loyalty at Floor & Decor, a specialty retailer of hard surface flooring with over 180 stores across the country. The brand recently brought home multiple awards at the 2022 Loyalty Expo hosted by Loyalty360, including Gold in Program Partnerships, Silver in the Social Impact and CSR category, and Bronze in the coveted 360 Degree Brand category.

Mark Johnson, Loyalty360 CEO, met with Goldberg to discuss the brand’s award-winning loyalty strategy and its overall customer loyalty efforts.

Founded in Minneapolis in 1992, Caribou Coffee continues to grow with 700 coffeehouses worldwide, including over 300 locations in the Middle East. Come December, the brand will be celebrating “thirty years of unbelievable mochas and lattes made with real ingredients and real connections.”

Loyalty360 CEO Mark Johnson spoke with Caroline Larson, Senior Director of Marketing at Caribou Coffee, about the brand’s recently refreshed loyalty program, Caribou Perks, as well as the company’s overall views on customer loyalty.

Sydney Caminetsky is a Product Manager, and Janelle Price is a Marketing Manager at TELUS, a technology company based in Canada that specializes predominantly in mobile and home services for consumers and businesses, such as phone, internet, television and security. The brand recently brought home multiple awards at the 2022 Loyalty Expo hosted by Loyalty360, including Silver in the 360 Degree Brand category, Bronze in both Social Impact and CSR, and Customer Insights & Metrics, and Honorable Mention for Incentive and Reward Design.

Mark Johnson, Loyalty360 CEO, met with Caminetsky and Price to discuss the brand’s award-winning loyalty strategy and the way it differentiates itself and builds brand loyalty in the telecommunications industry.

Loyalty360's Mark Johnson interviews Tim Glomb, CM Group, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Sandeep Bhanote, Fiserv, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Courtney Boone is the Digital Marketing Manager at Pizza Ranch, one of the Midwest’s largest pizza chains with over 210 locations in 14 states, and home of the loyal fan-favorite pizza buffet.

Loyalty360 CEO Mark Johnson met with Courtney Boone to discuss the restaurant’s customer loyalty efforts, its latest FunZone Rewards, and how changes in the consumer landscape have impacted brand loyalty.

Anil Mansukhani is the Vice President of Loyalty Marketing, and Traci Mason is the Vice President of Brand Marketing at MGM Resorts. MGM Rewards, the brand’s reimagined loyalty program, was the Platinum Award winner at the 2022 Loyalty360 Awards in the Creative Campaign category.

Loyalty360's Mark Johnson interviews Stephanie Meltzer-Paul, SessionM, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews David Andreadakis, Kobie, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Bill Schneider, SheerID, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Matthew Seagrim is the Senior Vice-President of Scene+, a Canadian loyalty program for Scotiabank, Cineplex Entertainment and Empire Company Limited. The Scene+ loyalty program has over 10 million members and has a member in over 50% of Canadian households.

Loyalty360 CEO Mark Johnson met with Matthew Seagrim, Senior Vice-President of Scene+, about the company’s growth, its recent launch with Empire Company Limited, and the challenges and opportunities in customer loyalty in the wake of the pandemic.

Loyalty360's Mark Johnson interviews Zsuzsa Kecsmar, Antavo to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Contribute to the 2023 Customer Loyalty Report! For those interested in contributing to the 2023 Global Customer Loyalty Report, you will find the survey link here: https://antavo.com/loyalty-report-survey/?partner=l360lli

The survey is open through September 30, 2022, and takes about 9 minutes to complete. Those who participate in the survey will receive a complimentary advance copy of the published report before its official release in December.

Courtney Eaton is the President of Logistics at Funds2Orgs, a creative fundraising organization that supplies micro-enterprise partners in 26 developing countries worldwide with new and gently used shoes for resell.

To date, Funds2Orgs has helped 20,000 nonprofits orchestrate shoe drives, providing inventory to over 4,000 micro-entrepreneurs worldwide. In turn, Funds2Orgs has contributed more than $11 million in fundraising for nonprofits, helping them reach their own missions, while keeping millions of shoes out of landfills.

Loyalty360 CEO Mark Johnson met with Eaton to discuss the organization’s mission, its recent partnership with SugarCRM, and the impacts of technology on its customer loyalty.

Loyalty360 CEO Mark Johnson spoke with Tyra Neal, Chief Marketing Officer of Vivid Seats, about the company’s innovative customer loyalty rewards program, its recent partnership with Rolling Stone, and the growing desire for community in a post-covid world.

Lisa Carr is the GM of Marketing for Mobility in North America at Shell, a leading multinational energy company with operations in 70 countries with over 13,000 employees in the U.S. alone.

Loyalty360 CEO Mark Johnson met with Lisa Carr to discuss the brand's recent partnership with Kroger delivery service in Florida, as well as the company’s overall views on customer loyalty.

Kate Jung is the Senior Director of Loyalty and Customer Insights at Chico’s FAS, an upscale fashion retailer comprised of three distinct store brands, Chico’s, White House/Black Market, and Soma, with nearly 1400 locations in the U.S. and Canada.

Loyalty360 CEO Mark Johnson met with Jung to discuss the brand's newly revised loyalty programs and how changes in the customer landscape have impacted brand loyalty.

Loyalty360's Mark Johnson interviews Ravi Srinivasan, Group FiO, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Will Hanrahan, Sr. Marketing Manager – Loyalty & CRM for Fazoli’s, a fast casual Italian American restaurant chain that serves pastas, pizzas, salads and their famous never-ending breadsticks at nearly 220 locations across 25 states.

Loyalty360 CEO Mark Johnson spoke with Will about the brand’s reward app, and the company’s view on guest loyalty.

Chris Suess is the Head of Loyalty and CRM at Shell Oil Products US, a subsidiary of Shell plc, the latter of which is a leading multinational energy company with operations in 70 countries with over 13,000 employees in the U.S. alone.

Loyalty360 CEO Mark Johnson met with Chris Suess to discuss the 10-year anniversary of the brand’s Fuel Rewards loyalty program, the program’s other brand participants, and the company’s overall customer loyalty strategies.

Loyalty360's Mark Johnson interviews Natasha Janic, Salesforce, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Bob Bafundo is the COO of Wings and Rings, a Cincinnati-based sports restaurant with locations across the U.S. and internationally. With the recent expansion and more growth in store, the restaurant recently began to test robotics to assist with the workload.

Loyalty360 CEO Mark Johnson spoke with Bob Bafundo, COO of Wings and Rings, to discuss the recent integration of AI and machine learning in their kitchens, as well as the company’s overall views on customer loyalty.

Loyalty360's Mark Johnson interviews Zyed Jamoussi and Ken Kaufmann, Unite Nots, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Nancy Gordon, Bakkt, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Gabriel Trujillo is Vice President of Customer Marketing at Sally Beauty Holdings, an international specialty retailer of professional salon products and beauty supplies, with almost 5000 locations throughout the United States, Canada, Latin America and Europe.

Loyalty360 CEO Mark Johnson met with Trujillo to discuss the brand's B2B and B2C Sally Rewards program and how changes in the customer landscape have impacted brand loyalty.

Loyalty360's Mark Johnson interviews Matt Kates, Clarus Commerce, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Kristi Gole is Vice President and Head of Product at Global Health Alliance, a worldwide hospitality alliance comprised of 800 upscale and luxury hotels among 40 independent hotel brands in over 100 countries.

Loyalty360 met with Kristi Gole to discuss the brand's comprehensive GHA Discovery rewards program and how changes in the hospitality landscape have impacted brand loyalty.

Loyalty360's Mark Johnson interviews Rachel Bicking, Tenerity, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Troy Simms is the Director of Business Development for U.S. retail fuel partnerships at ExxonMobil one of the largest international publicly traded energy companies, and the largest direct descendant of John D. 'Rockefeller's Standard Oil.

Loyalty360 CEO Mark Johnson met with Simms to discuss the brand's Exxon Mobil Rewards+ program, its recent partnership with Walmart, and how changes in the customer landscape have impacted brand loyalty.

Loyalty360's Mark Johnson interviews Suman Mahalanabis and Padmashwini Raghunathan, TCS, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Cassie Preston, Baesman, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Doug Baker is the Director of Marketing for Wing Shack Wings, an independent restaurant in Northern Colorado with a very loyal following of brand ambassadors.

Loyalty360 CEO Mark Johnson spoke with Doug Baker to discuss the brand’s customer loyalty efforts, brand advocacy and the challenges the brand faced during the pandemic.

Anil Mansukhani is the VP of Loyalty Marketing for MGM Resorts International, a global hospitality and entertainment company known in part for its glamourous Las Vegas resorts, but also encompassing luxury hotel and gaming properties across the U.S. and in China.

Loyalty360 CEO Mark Johnson met with Anil Mansukhani to discuss the company's recently rebranded loyalty program, MGM Rewards, the benefits of partnerships in customer loyalty, and challenges faced in today’s changing travel and entertainment industry.

Sabrina Lillew is the Vice President of Loyalty Programs and Partnerships at Accor, a worldwide hospitality company that owns, manages and franchises hotels, resorts and vacation properties in 5300 locations in over 110 countries.

Loyalty360 CEO Mark Johnson met with Sabrina Lillew to discuss the brand's newly merged loyalty program, Accor Live Limitless (ALL), and how changes in the hospitality landscape have impacted brand loyalty.

Nathan Casey is the Executive Director, CRM, Loyalty, Digital at IHOP, a chain of casual restaurants founded in Toluca Lake, Los Angeles, California, made famous for its imaginative pancake creations.

Loyalty360 CEO Mark Johnson met with Nathan Casey to discuss the brand's first loyalty program, the International Bank of Pancakes, and how changes in the dining landscape have impacted brand loyalty.

Kevin Fitzpatrick is the senior vice-president of digital and performance marketing at Ruby Tuesday, a chain of American casual restaurants founded in Knoxville, Tennessee known in part for its endless garden bar.

Loyalty360 CEO Mark Johnson met with Kevin Fitzpatrick to discuss the brand’s 50th anniversary, its approach to the changing dining landscape, and how these changes have impacted brand loyalty.

Loyalty360's Mark Johnson interviews Bill Swift, Brierley, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Bryce Boothby is the director of global technology at McDonald’s, the world’s largest restaurant chain serving over 69 million customers a day in over 100 countries. Loyalty360 CEO Mark Johnson met with Bryce Boothby to discuss the brand’s My McDonald’s reward program, the technology and challenges involved in launching an international program, and the changing dining landscape.

Loyalty360's Mark Johnson interviews Michael Schuh, Kroger Precision Marketing, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Claudia Infante is the Senior Vice-President of Revenue Strategy at Margaritaville, a global hospitality and lifestyle brand with headquarters in Orlando, Florida.

Loyalty360 CEO Mark Johnson met with Infante to discuss the company’s new Margaritaville Perks loyalty program, as well as the challenges and opportunities faced by the travel and leisure industry during the changing consumer landscape.

Chad Crawford is the Chief Brand Officer of CKE Restaurants, the parent organization for quick-service brands Carl’s Jr. and Hardee’s, based in Franklin, Tennessee.

Loyalty360 CEO Mark Johnson met with Crawford to discuss the company’s new My Rewards loyalty program, as well as the challenges and opportunities faced by the quick-service restaurant industry during the changing consumer landscape.

Loyalty360's Mark Johnson interviews Eugenia Blackstone, Iris Powered by Generali, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

The Intesa Sanpaolo Reward loyalty program has undergone a deep revolution over the years, increasing strings to its bow with several engagement layers, gradually revamping its features through continuous innovation and a test & learn approach. The loyalty program features themselves, although innovative and representing the state-of-art of engagement activities domain, are not the key to the creative, original, and forward-thinking approach of the loyalty program: indeed, what really identifies a visionary approach is the mix through which the program delivers engagement mechanics to enrolled customers. Intesa Sanpaolo Reward is the first and currently only mobile-only loyalty program with a dedicated mobile app in financial industry landscape.

Beth Johnson is the Chief Experience Officer at Citizens Financial, a full-service national bank offering a broad range of retail and commercial banking products and services.

Loyalty360 CEO Mark Johnson met with Beth Johnson to discuss the challenges and opportunities in the banking industry regarding online banking, human interaction and how the COVID pandemic continues to change the banking landscape.

Jim Marcum is the Chief Executive Officer for David's Bridal, a national and intentional retailer of bridal and formalwear with headquarters in Conshohocken, Pennsylvania.

Loyalty360 CEO Mark Johnson met with Marcum to discuss the company's new Diamond Loyalty Program as well as the challenges and opportunities faced by the bridal and formalwear industry during the changing retail landscape.

Loyalty360's Mark Johnson interviews Joe Pino, Clutch, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Denise Pedini is the Senior Vice-President of Guest Experience at Newk's Eatery, a fast-casual restaurant with over 100 locations in 14 states.

Loyalty360 CEO Mark Johnson met with Pedini to discuss Newk's Eatery's newest in customer loyalty efforts, Newk's Rewards, as well as the company's response to the changing dine-in experience.

Loyalty360's Mark Johnson interviews John Nash, Redpoint, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

When it comes to late night snacks, it is hard to beat a fresh, warm cookie. Started by a college student in a dorm room in 2003, Insomnia Cookies is now baking and delivering cookies across the United States.

Insomnia Cookies has stayed true to its roots, with bakeries typically located near college campuses, but is enjoyed by cookie fanatics of any age. To better connect with their loyal fans, or Insomniacs, in 2021 the brand introduced its “CookieMagic” membership program giving subscribers special benefits for a small monthly fee.

Loyalty360 CEO Mark Johnson spoke with Tom Carusona, Chief Marketing Officer at Insomnia Cookies to learn more about the brand’s new customer loyalty program, the power of unique customer experiences, and adapting to the changes brought about by Covid.

Known for its generous rewards program, Wyndham Hotels & Resorts is beloved by everyday travelers worldwide. With partnerships top of mind for many brands in search of a competitive edge, in late 2021, Wyndham’s loyalty program, Wyndham Rewards, announced a brand-new collaboration with Bakkt. Bakkt is a digital asset platform that allows consumers to convert loyalty points into cash and then have the ability to buy crypto, discounted gift cards, or to spend cash or crypto. Through the partnership, members of Wyndham Rewards can easily link their account within the Bakkt App, unlocking the ability to instantly convert their points to cash.

Loyalty360 spoke with Geoff Crossan, Group Vice President for Loyalty and Partnerships at Wyndham Hotels & Resorts, to better understand how the partnership works and how it will help drive engagement and loyalty from within their member base.

Loyalty360's Mark Johnson interviews Susan Frech, Vesta, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Ramya Murali and Michael O’Brien, Deloitte to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Travis Markel, Arrivia to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Christian Selchau-Hansen, Formation to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Tiffany Myers is the Director of Brand Creative at MOOYAH Burgers, Fries and Shakes, an American fast-casual chain with over 90 locations in operation throughout the US, Canada, and the Middle East.

Myers and Loyalty360 CEO Mark Johnson discussed MOOYAH’S customer loyalty efforts via their recently launched app and loyalty program, as well as MOOYAH’S response to competitors and changing customers.

Loyalty360's Mark Johnson interviews Susan Stein, Baesman to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Lisa Regelman is the Director of Loyalty and Growth Marketing for Peet’s Coffee, a Bay Area-based coffee shop with about 200 locations in the U.S. and products available in about 1,700 grocery stores.

Regelman spoke with Loyalty360 CEO Mark Johnson about the recently revamped Peetnik Rewards program, loyalty in a post-COVID world, and standing out in the loyalty industry.

Loyalty360's Mark Johnson interviews Dennis Reardon, Mastercard to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

John Sellers is Head of Rewards at Bank of America, the second largest banking institution in the United States, and the eight-largest in the world, with over 4,600 retail financial centers & approximately 16,200 ATMS in existence.

Loyalty360 CEO Mark Johnson talked with Sellers about Bank of America’s Loyalty Expo experience, pushing their digital boundaries, and future engagement plans.

Tommi Marsans is a Marketing Technology Strategist at Verizon Business Group, a division within Verizon Communications, one of the world’s leading providers in technology, communications, and entertainment products and services that generated a revenue of $128.3 billion in 2020.

Loyalty360 CEO Mark Johnson spoke with Marsans about Verizon’s technological advancements that help them grow closer with their customers and challenges and trends in the loyalty industry.

Loyalty360's Mark Johnson interviews Adhish Kulkarni, Evolving Systems to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Carlos Dunlap-Beard and Tom Baker, Clarus Commerce to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Farrah Shultz, Kobie Marketing to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Jillian Dimoff, Cheetah Digital to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Jason Sprawka is the Global Director of Customer Experience at Ford Motor Company, the best-selling automotive brand in North America with 3,100 dealers just in the United States.

Loyalty360 CEO Mark Johnson spoke with Sprawka about Ford Reward Points program, their multiple nominations at the Loyalty360 Awards, and their various engagement efforts.

Loyalty360's Mark Johnson interviews Don Smith, Brierley, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360's Mark Johnson interviews Tom Madden, ICF Next to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Lindsay McCann is the Director of Customer Loyalty and Marketing at New Seasons Market, a Portland-based grocer with 19 stores across the Pacific Northwest, with more stores opening soon.

Loyalty360 CEO Mark Johnson spoke with McCann about New Season’s latest loyalty enhancement, Gift It!, and their efforts to engage with their community and customers in sustainable and eco-friendly ways.

Jennifer Kretchmar and Ed Poppe are the Chief of Merchandise and Digital and Vice President of CRM, Loyalty, and Performance Marketing, respectively, of Build-A-Bear, a retailer that sells personalized teddy bears at over 500 workshops.

Loyalty360 CEO Mark Johnson spoke with Kretchmar and Poppe about Build-A-Bear’s Bonus Club, partnerships, and various engagement efforts.

Loyalty360's Mark Johnson interviews Iris' Laura Gardiner and Dipti Bramhandkar to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Kendall Ware is the Chief Brand Officer for Cinnabon, the market leader among cinnamon bakeries with over 1,200 franchise locations worldwide, and Carvel, a leading provider of premium soft ice cream and hand dipped ice cream products, as well as uniquely shaped ice cream cakes, including its signature Fudgier the Whale.

Loyalty360 CEO Mark Johnson spoke with Ware about Cinnabon’s recently launched mobile app and the Cinnabon Rewards program, as well as plans to continue to engage with customers outside of malls. Read the feature article HERE.

Jay Hubbs is the Vice President of Advertising, Marketing, Innovation and Analytics at Best Western Hotels and Resorts, a worldwide hotel chain with over 4,700 establishments.

Loyalty360 CEO Mark Johnson spoke with Hubbs about Best Western’s “Choose Your Own Adventure” campaign, their Loyalty Expo awards submission, and their various engagement efforts.

Loyalty360's Mark Johnson interviews Zsuzsa Kecsmar, Antavo to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Michele Driscoll is Vice President of Customer Engagement, Loyalty, Personalization and Promotions at CVS Health, parent company of CVS Pharmacy, an innovative health solutions retail pharmacy with nearly 10,000 locations across the United States.

Loyalty360 CEO Mark Johnson spoke with Driscoll about their ExtraCare loyalty program and several enhancements made to their customer engagement efforts. Read the feature article HERE.

Mayra Chimienti is the Vice President of Operation Services at Mister Car Wash, the largest car wash company in the United States that is home to over 350 locations across 21 states.

Loyalty360 CEO Mark Johnson spoke with Chimienti about their Unlimited Wash Club and the enhancements made to the program. Read the full article HERE.

Loyalty360's Mark Johnson interviews Gabriele Giancola, Qiibee to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Erin Levzow is the Vice President of Marketing Technology for Del Taco, an American-Mexican fast food chain with over 600 locations that specializes in a combination of traditional Mexican and American dishes.

Loyalty360 CEO Mark Johnson spoke with Levzow about Del Taco’s new “Del Yeah!” rewards program and their upcoming presentation at the Loyalty Expo. Read the feature HERE.

Dr. Probst is the author of Brand Hack: How to Build Brands by Fulfilling the Consumer Quest for Meaning from PowerHouse Books, distributed through Simon & Schuster. He recently spoke with Loyalty360 CEO Mark Johnson about the new book, as well as the state of loyalty marketing.

Brand Hacks takes readers on an exploratory journey, revealing why most advertising campaigns fail and examining the personal, social, and cultural meanings that successful brands bring to consumers’ everyday lives.

The book can be ordered here: https://powerhousebooks.com/books/brand-hacks-how-to-build-brands-by-fulfilling-the-consumer-quest-for-meaning/

Ryan Ostrom is Chief Marketing Officer and Executive Vice President at Jack in the Box, which has over 2,200 locations, primarily serving the West Coast of the United States.

Loyalty360 CEO Mark Johnson spoke with Ostrom about their Jack Pack loyalty program and other customer engagement efforts. Read the full article HERE.

Ann Ehnert is Director of CRM and Loyalty Marketing at Schnucks, a grocery retailer with 111 stores across Missouri, Illinois, Indiana and Wisconsin.

Loyalty360 CEO Mark Johnson spoke with Ehnert about Schnucks Rewards and the various efforts to innovate their loyalty program.

Western Union’s Harveer Singh and Lucy Donaldson speak about being a presenter at the 2021 Loyalty Expo in October.

Singh and Donaldson spoke with Loyalty360 CEO Mark Johnson about being part of Loyalty360 Brand Member Roundtables: The Challenges and Opportunities of Launching a Successful International Customer Loyalty Program.

To learn more about the Loyalty360 Awards and the Loyalty360 Expo, please visit HERE.

Lisa Hallam is the Senior Director for Loyalty and Consumer Strategy at Papa John’s, the world’s third-largest pizza delivery company with more than 5,500 restaurants in 49 countries and territories as of June 28, 2021.

Loyakty360 CEO Mark Johnson spoke with Hallam about Papa John’s latest promotion, their Papa Rewards program, and their planned customer engagement efforts. Read the article HERE.

Julia Draper is the Vice President of Marketing at rue21, a leading teen specialty retailer which operates over 650 stores in 45 states.

Loyalty360 CEO Mark Johnson spoke with Draper about the customer engagement efforts at rue21 and its rewards program. Read the article HERE.

Loyalty360's Mark Johnson interviews Guy Cierzan, ICF Next to discuss the trends in customer loyalty and customer experience, with a focus on current trends in customer loyalty fraud and gaming.

Allison Cocker is the Communications Manager at Salata Salad Kitchen, a built-to-order salad kitchen with over 80 locations.

Loyalty360 CEO Mark Johnson spoke with Cocker about Salata Salad Kitchen’s loyalty and customer engagement efforts. Read the feature story HERE.

Loyalty360's Mark Johnson interviews Patrick Tripp, Cheetah Digital to discuss the trends in customer loyalty and customer experience, with a focus on current trends in customer loyalty fraud and gaming.

Mark Lohmann is the president of REGO Restaurant Group, which owns the Quiznos restaurant brand that offers chef-inspired sandwiches, subs, and salads at about 500 locations as well as Taco del Mar restaurants.

Loyalty360 CEO Mark Johnson spoke with Lohmann about the customer engagement efforts with Quiznos and future loyalty program opportunities. Read the article HERE.

Mindi Bridges is the Chief Brand & Marketing Officer for VASA Fitness, which has 48 locations that serve over 400,000 members across Colorado, Utah, Kansas, Oklahoma, Arizona, and Indiana.

Loyalty360 CEO Mark Johnson spoke with Bridges about VASA Fitness’s customer engagement programs and how they plan to expand the brand. Click HERE to read the feature article.

Loyalty360's Mark Johnson interviews Don Smith, Brierley to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Christy Johnson is Vice President of Branding at Certified Angus Beef, a group of family ranchers that offers the world’s first premium brand of beef.

Loyalty360 CEO Mark Johnson spoke with Johnson about Certified Angus Beef’s customer loyalty and engagement programs and what their strategies are going forward. Read the interview HERE.

Matt Moore is the Vice President of Digital and Loyalty at Tim Hortons, Canada’s largest restaurant chain operating in the quick-service industry serving over 5 million cups of coffee every day, with 80% of Canadians visiting one of nearly 4,000 Tim Hortons in Canada at least once a month.

Loyalty360 CEO Mark Johnson recently spoke with Moore about Tim Hortons’ customer engagement, loyalty, and rewards programs and what changes they are looking to make in the future. Read the feature article HERE.

Loyalty360's Mark Johnson interviews Matt Kates, PrizeLogic to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Lindsey Roy is the Chief Marketing Officer at Hallmark, a $3.5 billion company that operates a diversified portfolio of businesses, including greeting cards, gift wrap, and related products, as well as the Crayola brand and three cable channels.

Loyalty360 CEO Mark Johnson spoke with Roy about the customer engagement efforts at the brand and what new enhancements they have planned moving forward

Danielle Porto Parra is the head of marketing for McAlister’s Deli, which has nearly 500 restaurants in 28 states serving sandwiches, spuds, salads, and of course their famous McAlister’s Sweet Tea.

Loyalty360 CEO Mark Johnson — a huge McAlister’s Deli tea lover — spoke with Parra about the brand’s overall customer engagement practices, its loyalty programs, and the changes that have occurred over the last two years.

Jane McPherson, Senior Vice President of Marketing for Capriotti’s Sandwich Shop and Wing Zone. Capriotti’s has over 125 locations, and Wing Zone has 31 locations in North America and 30 more restaurants internationally.

Loyalty360 CEO Mark Johnson spoke with McPherson about their loyalty and customer engagement programs.

Rahul Chand is the Vice President of Membership Marketing at AAA Northeast, which serves 6.1 million members in Connecticut, Massachusetts, New Hampshire, New Jersey, New York, and Rhode Island.

Loyalty360 CEO Mark Johnson caught up with Chand to discuss the customer engagement efforts of AAA Northeast and other programs they are working on.

Greg Wold is Vice President of Marketing for Toppers Pizza, which has nearly 70 unit pizza franchises with locations across 12 states.

He recently spoke with Loyalty360 CEO Mark Johnson about Toppers Pizza’s rewards and loyalty program and how much their customers enjoy their products.

Andrea Shey is Associate Vice President of Loyalty Marketing at Celebrity Cruises, which has 14 ships in more than 300 destinations on all seven continents.

Celebrity Cruises was the first cruise ship to sail from U.S. waters in more than a year when it launched in June, and Loyalty360 CEO Mark Johnson had the chance to speak to Shey about their return to the seas and their loyalty and rewards program.

Loyalty360's Mark Johnson interviews Aaron Mclean, Stuzo to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Loyalty360's Mark Johnson interviews Sumit Khandelwal, Xoxoday, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Matt Olsen is the Director of Digital Guest Experience at Firehouse Subs, which has more than 1,200restaurants in operation. It was founded in Florida in 1994 by brothers and former firefighters Chris Sorensen and Robin Sorensen.

A portion of each purchase at all U.S. Firehouse Subs locations this year goes to the Firehouse Subs Public Safety Foundation to be used to provide lifesaving equipment to first responders. Since the Foundation started, it has granted over $60 million to provide equipment, training, and support to hometown heroes.

Loyalty360 CEO Mark Johnson spoke with Olsen about the company's loyalty and rewards program

Sherri Landry is the Chief Marketing Officer of CEC Entertainment, which owns the Chuck E. Cheese, Peter Piper Pizza, and Pasqually’s Pizza & Wings brands.

Loyalty360 CEO Mark Johnson recently spoke with Landry about Chuck E. Cheese’s new promotions and its loyalty and rewards program.

Loyalty360's Mark Johnson interviews Susan Frech, Vesta, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Loyalty360's Mark Johnson interviews Oliver Mitchell, Brandmovers, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Brand Keys annual survey of iconic American brands has identified those brands that consumers believe best embody the value of “patriotism.” Jeep ranked No. 1 for the 19th straight year. Walmart, Disney, Ford, and Amazon also led the 19th annual 2021 list.

Mark Johnson, CEO of Loyalty360, recently spoke with Robert Passikoff, president of Brand Keys, about the annual survey.

Loyalty360's Mark Johnson interviews Chris Bosco, SMG, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Loyalty360's Mark Johnson interviews Luke Smith, Baesman, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Loyalty360's Mark Johnson interviews Natasha Janic, Salesforce to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Glen Bradley is Group Vice President of Marketing at Price Chopper Supermarkets and Market 32, which combined have over 130 locations.

Loyalty360 CEO Mark Johnson spoke with Bradley about Price Chopper’s ongoing customer loyalty efforts and their drive for higher engagement with their customers.

Loyalty360's Mark Johnson interviews Martha Cohen, Kobie, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Nikki Rasmussen is Director of Digital Marketing for Fuzzy’s Taco Shop, which has nearly 150 locations across the country.

Mark Johnson, CEO of Loyalty360, had the chance to talk with Rasmussen about Fuzzy’s Taco Shop and their Rewards program and what is next in their efforts to engage customers.

Loyalty360's Mark Johnson interviews Tim Glomb, Cheetah Digital to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Stuart Foster is the President of Automotive and Affinity of Hagerty, an automotive enthusiast brand offering integrated membership products and programs. Based in Traverse City, Michigan, the company has over 1,600 employees in the U.S., Canada, the U.K., and Germany.

Loyalty360 CEO Mark Johnson spoke with Foster about the Hagerty member engagement programs and how it plans to grow those numbers for its program.

Loyalty360's Mark Johnson interviews Rachel Bicking, Tenerity to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Loyalty360's Mark Johnson interviews Bindu Gupta, Comarch to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Jimmy Budnik is Vice President of CRM for Overstock, which took home two awards at the 2020 Loyalty360 awards. They received a Gold in the Employee Engagement and Impact category and a Silver in the Technology and Trends category.

Loyalty360 CEO Mark Johnson spoke with Budnik about winning the awards and what the future holds for customer engagement at Overstock.

Loyalty360's Mark Johnson interviews Hye-Joo Kim, Evolving Systems to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Katie Petru is the Director of Communications and Community, and Mike Templeton is the Director of Loyalty and Digital Marketing at Casey’s, which has more than 2,300 convenience stores in the Midwestern and Southern United States.

Loyalty360 CEO Mark Johnson spoke with Petru and Templeton about the Casey’s Rewards program and about several special events they have coming up, including a concert by country singer Lee Brice.

Loyalty360's Mark Johnson interviews Dave Andreadakis, Chief Innovation Officer at Kobie Marketing to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Lillian Murphy is the Vice President of Customer Experience and Loyalty at Red Lobster, the world's largest seafood restaurant company with over 700 locations.

Loyalty360 CEO Mark Johnson spoke with Murphy about the Red Lobster Rewards program, and the brand’s new push for personalization as it works to grow it’s engagement program.

Loyalty360's Mark Johnson interviews Ned Moore, Clutch to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Loyalty360's Mark Johnson interviews Tom Car, Chief Marketing Officer of Chicken Salad Chick.

Tom Carr says there are still some business associates who are surprised that a restaurant chain can focus only on the concept of chicken salad, let alone be successful at it.

“It surprises people,” says Carr, Chief Marketing Officer for Chicken Salad Chick, which has grown to more than 185 restaurants in 17 states and debuted on the Inc. 5000 list of America’s Fastest-Growing Private Companies at #37 in 2016. Read the feature here: https://loyalty360.org/Content-Galler...

Rich Hope is the Chief Marketing Officer for Jersey Mike’s Franchise Systems, Inc., one of the nation’s leading sub sandwich franchises with more than 2,500 locations open and in development.

Loyalty360 CEO Mark Johnson and Hope recently discussed Jersey Mike’s customer engagement strategies, its rewards and loyalty program, and what the road ahead looks like for the fan-favorite brand.

Loyalty360's Mark Johnson interviews Tyler Baesman and Rachel Iannarino, Baesman to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Sachin Shroff is the Vice President of Loyalty and Customer Relations Management at Michaels, a one-stop shop for all things arts and crafts across North America with more than 1,200 stores in 49 states and Canada.

Loyalty360 CEO Mark Johnson spoke with Shroff about Michael and its loyalty and rewards program, personalization, and customer engagement efforts. Click HERE to read the feature article. Click HERE to read the feature article.

Loyalty360's Mark Johnson interviews Tim Glomb, Cheetah Digital to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

David Prokupek is the CEO of Ideal Image, a direct-to-consumer telehealthcare brand with a mission to help people look and feel their best through laser hair removal, body sculpting, Botox, and anti-aging services, among others.

Loyalty360 CEO Mark Johnson spoke to Prokupek about Ideal Image’s customer engagement efforts and strategies. Click HERE to read the feature article.

Loyalty360's Mark Johnson interviews Eugenia Blackstone, Generali Global Assistance to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Yan Côté is U.S. Marketing Communications Manager for ExxonMobil, which has more than 11,500 fuel and convenience stations nationwide.

Loyalty360 CEO Mark Johnson caught with Côté to discuss ExxonMobil’s customer loyalty and engagement programs and what is in store next for the brand. Read the interview HERE.

Loyalty360's Mark Johnson interviews Michelle Wildenauer, The Lacek Group to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Loyalty360's Mark Johnson interviews Brandon Logsdon, President and GM, Marketing Cloud and Fuel Pricing Solutions, PDI to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Loyalty360's Mark Johnson interviews Andrew Pine, Global Director, Excite!, Porsche Cars North America to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Loyalty360's Mark Johnson interviews Emil Sarkissian, CEO at Loyalty Methods to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Ryan Draude is the Head of Loyalty and Digital, and Melanie Butler is the Manager of CSM at Loyalty Strategy at Giant Food, a retailer in the Washington DC, Virginia, Maryland, and Delaware area with over 160 stores.

In 2020, Giant Food won a Silver award in the Loyalty Program Design at the Loyalty360 annual awards.

Loyalty360 CEO Mark Johnson recently spoke with Draude and Butler about their customer engagement programs.

Dave Martinelli is Chief Marketing Officer for Mohegan Gaming & Entertainment, a master developer and operator of entertainment resorts, including Mohegan Sun in Connecticut, Inspire in South Korea and Niagara Casinos in Canada, and the newly-re-opened Mohegan Sun Casino at Virgin Hotels Las Vegas.

Mark Johnson, CEO of Loyalty360, spoke with Martinelli about Mohegan Gaming & Entertainment’s loyalty and engagement program and how they are connecting with customers in often difficult times.

Joella’s Hot Chicken has 19 stores in Indiana, Ohio, Kentucky, Florida, and Georgia and continues to look for more expansion.

The restaurant chain just launched its first loyalty and rewards program, and Loyalty360 CEO Mark Johnson spoke with Katie Wollrich, Chief Marketing Officer for Joella’s Hot Chicken, about the program and its expansion plan.

Justin Weinstein is the Senior Director of Customer Experience at Giant Eagle, which operates more than 400 supermarket and convenience store locations and employs more than 34,000 team members.

Mark Johnson, CEO of Loyalty360, recently spoke with Weinstein about their myPerks loyalty and rewards programs and about the focus of their engagement and personalization efforts.

Loyalty360's Mark Johnson interviews Todd Leach, Chief Client Officer at SMG to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Imani Samuels is the Director of Loyalty Marketing at AARP, an association for people 50-plus that had almost 40 million members.

AARP Rewards recently received a Silver award and the Innovation and Corporate Social Responsibility Category at the Loyalty 360 awards. Mark Johnson, CEO of Loyalty360, recently spoke with Samuels about their campaigns and rewards programs.

Urban Air is a nationwide adventure park brand with more than 150 locations. Mark Johnson, CEO of Loyalty360, recently spoke with Jessica Correa, Urban Air’s Chief Marketing Officer, about the growth of the company and its decision to roll out a recurring membership program across their parks nationwide.

Loyalty360's Mark Johnson interviews Adhish Kulkarni, SVP and GM Digital Engagement and Loyalty Solutions at Evolving Systems to discuss the growing need for brands to engage their consumers in a fun, dynamic way through Gamification, and best practices for brands to implement a successful Gamification strategy.

Loyalty Live hosts speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, best practices and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

At the recent 2020 Loyalty360 Awards, Verizon Wireless came away as big winners. They took home the Platinum Award in the Program Partnership category, won the Gold in the Loyalty Program Design category, and won the Bronze Award in the 360-Degree for overall brand excellence.

Recently, Mark Johnson, CEO of Loyalty360, spoke with Julia Russell, Director, Verizon Up Loyalty Program at Verizon, and Carrie Mastropaolo, Verizon Up Marketing Strategy, about the 2020 campaigns and what the future holds.

Andras Szocs is the Senior Director and Head of Customer Programs and Center of Excellence for Salling Group, the largest retailer in Denmark, which serves over 11 million customers a week through its grocery store chains, coffee shops, restaurants, and department stores.

Salling Group recently launched a new loyalty and rewards app and had major success from the start. Loyalty360 CEO Mark Johnson spoke with Szocs about the new programs and how they achieved their fast success.

Ivonne Kinser is Head of Digital Marketing and E-Commerce at Avocados From Mexico, the No. 1 selling brand of avocados in the U.S. The company was formed for the purpose of advertising, promotion, public relations, and research for all stakeholders of Avocados From Mexico.

Headquartered in Irving, Texas, Avocados From Mexico is a wholly-owned subsidiary of the Mexican Hass Avocado Importers Association. Under agreements, MHAIA and the Mexican Avocado Producers and Packers have combined resources to fund and manage AFM, with the intent to provide a focused, highly- effective, and efficient marketing program in the United States.

Loyalty360’s Ashley Kimball recently spoke with Kinser about their new loyalty and rewards program.

In Summer 2016, Chipotle tested a limited-time promotional program that appealed to its younger demographic. While the test went well, it wasn’t until Jason Scoggins, Chipotle’s Director of Loyalty and CRM, joined the Marketing Team in 2018 that Chipotle Rewards was initiated.

Loyalty360 recently had the chance to sit down with Chipotle’s Jason Scoggins to discuss Chipotle Rewards, the brand’s commitment to customers, and how the program continues to exceed customer loyalty expectations.

Megan Audette, Director of Advertising at Ally Financial, a leading digital financial-services company with $180 billion in assets. They are one of the largest full-service automotive finance operations in the country and offer a wide range of financial services and insurance products to automotive dealerships and consumers, as well as offering mortgage lending, personal lending, and a variety of deposit and other banking products.

Ally took home a Platinum award in the Technology and Trends category, a Gold in the B2B Customer Loyalty category, and a Gold in the Customer Engagement and Advocacy category. On top of that, Ally received a Gold in the 360-Degree award for overall excellence by a brand in all of the categories.

We spoke with Megan about the Technology and Trends category honor.

Jamie Russo is Vice President of Loyalty Programs and Customer Engagement at Choice Hotels International is one of the largest and most successful lodging franchisors in the world.

Choice franchises 13 distinct brands that count more than 7,000 hotels, representing nearly 600,000 rooms in 45 countries and territories. Ranging from limited service to full-service hotels in the upscale, midscale, extended-stay, and economy segments, Choice-branded properties provide business and leisure travelers with a range of high-quality, high-value lodging options throughout the United States and internationally.

Loyalty360 CEO Mark Johnson spoke with Russo about the Choice Hotels loyalty program and their customer engagement practices.

Raja Rajamannar is the Chief Marketing and Communications Officer for Mastercard, but he has a warning for anyone else working who has the same CMO title as he.

Rajamannar, who has authored a new book called Quantum Marketing (HarperCollins Leadership), points to recent studies amongst CEOs in which nearly 75% say they have no confidence in their CMOs, or in their marketing teams to be able to drive business growth.

“Now that is a disaster,” Rajamannar told Loyalty360 CEO Mark Johnson in a video interview.

Ashley Leger leads the 2Chance program for Atlantic Lottery, an organization that operates lottery games in Atlantic Canada and is owned jointly by the four Atlantic provincial governments: New Brunswick, Prince Edward Island, Nova Scotia, and Newfoundland and Labrador.

Atlantic Lottery won a Bronze in the Loyalty Program Design at the recent Loyalty360 Awards in partnership with Splashdot. Mark Johnson, CEO of Loyalty360, recently spoke with Leger about their engagement program and the campaigns.

Checkers and Rally’s recently developed a new mobile application and loyalty program for its restaurants, working in partnership with Paytronix.

Mark Johnson, CEO of Loyalty360, spoke about the program with Josh Buchmann, the Senior Director of eCommerce and Guest Engagement at Checkers and Rally’s, which combined have just under 900 restaurants.

Hannaford is a 189-store supermarket chain based in Maine that operates stores in New England and New York. They recently won a Platinum award at the Employee Engagement and Impact category at the Loyalty360 annual awards.

John Giaquinto, the Senior Director of Customer Loyalty, and Julie Girard, the Manager of Loyalty Marketing, recently spoke with Loyalty360’s Mark Johnson about the launch of their new digital loyalty program.

Cecilie Balfour is the Senior Market Manager at TELUS, which is Canada’s fastest-growing national telecommunications company.

TELUS recently won two awards at the annual Loyalty360 awards program, including a Gold in the Innovation in Corporate Social Responsibility category and an Honorable Mention in the Creative Campaign category in partnership with Aimia.

Loyalty360’s Mark Johnson recently spoke with Balfour on the TELUS Rewards program and their social impact strategy.

Matt Goldberg is the Director Of Pro Strategy And Loyalty at Floor & Décor, which won three awards during the recent Loyalty 360 Award presentation, including a Platinum in the B2B Customer Loyalty category, a Gold in the Program Partnership Strategy, and a Bronze in the 360-Degree category, which is our overall category based on a number of solutions.

Mark Johnson from Loyalty360 recently interviewed with Matt about Floor & Décor’s unique loyalty program and winning the coveted awards.

Wyndham Hotels & Resorts won the Platinum in the 360-Degree category for overall excellence at the 2020 Loyalty360 Awards, as well as three other awards at the event.

The also captured a Platinum in the Customer Insights & Metrics category, a Platinum in the CX Strategy category, and a Bronze in the Incentive and Reward Design category.

Geoff Crossan, Group Vice President for Loyalty and Partnerships at Wyndham Hotels & Resorts, spoke with Loyalty360’s Mark Johnson about the awards, and about their recent changes to several technology platforms they have.

Air Canada is Canada’s largest domestic and international airline. Canada’s flag carrier is among the 20 largest airlines in the world and in 2019 served over 51 million customers.

Air Canada recently won a Platinum award in the Innovation in Corporate Social Responsibility category at the annual Loyalty360 awards, as well as a Bronze in the Business Transformation category.

Loyalty360’s Mark Johnson recently spoke with Jackie Harkness, Senior Director of Loyalty Planning and Sponsorships, and Valerie Durand, Director of Communications Optimization, about Air Canada's loyalty and rewards program.

Click HERE to read the feature article.

Matthew Seagrim is Managing Director of SCENE, a joint venture between Cineplex Entertainment and Scotiabank, which has officially ranked Canada’s most extensive entertainment loyalty program.

SCENE also took home several honors at the 2020 Loyalty360 Awards, including a silver award for Business Transformation and gold for Creative Campaign.

Loyalty360’s Mark Johnson spoke with Seagrim about changes in the SCENE rewards program, its new partnerships, and it’s recent award.

Click HERE to read the feature.

Erin Corrigan is the Digital Marketing Manager at Donatos, an Ohio-based pizza delivery restaurant franchisor that has nearly 200 locations in 10 states, with the majority of locations in Ohio.

Donatos won a Silver award at the recent Loyalty360 Awards in the Customer Insights and Metrics category, and Loyalty360’s Mark Johnson had the chance to speak with Corrigan about their recent rewards and engagement campaigns.

Click HERE to read the feature article on Donatos.

Jodi Boyce is executive vice president of the fast-casual Denver-based teriyaki franchise, Teriyaki Madness, which features a Seattle-style teriyaki menu with nearly 95 locations in the U.S.

Teriyaki Madness has leveraged its loyalty program to thrive amid the pandemic by increasing sales and customer retention. The program's success can be seen in that loyalty members spent an average of 16% to 19% more per order than non-loyalty members.

Click HERE to read the feature article.

The GIANT Company is a U.S. supermarket chain that operates 186 stores in, Pennsylvania, Maryland, Virginia, and West Virginia. They operate full-scale supermarkets under the GIANT and MARTIN’S banners, along with small-scale urban stores known as GIANT Heirloom Markets and offers online grocery services through its GIANT Direct and MARTIN’S Direct banners

At the recent 2020 Loyalty360 Awards, The GIANT Company took home awards in the Business Transformation and Employee Engagement & Impact categories.

Loyalty360 CEO Mark Johnson had the chance to talk with Jessica Printy Groves, the Brand Manager for Loyalty Marketing, and Emily Mikus, the Director for Loyalty and Shopper Marketing, about The GIANT Company’s recent efforts.

Veggies Made Great's goal is to inspire people to love eating veggies by creating high-quality, delicious, and nutritionally smart, veggie-rich foods that are ready to eat and available everywhere.

Loyalty360's Mark Johnson recently spoke with Christine Luongo, Senior Brand Manager for Veggies Made Great, which recently took home a Silver at the 2020 Loyalty360 Awards in the Customer Engagement and Advocacy category in partnership with Vesta.

Vanessa Peña is the program leader of the digital experience at Domino’s, which is one of the world’s leading QSR brands in the pizza sector.

Domino’s took home a gold in the CX Strategy category at the recent 2020 Loyalty360 Awards program, an award that honors the overall goals of a brand strategy to it build customer loyalty and achieve its customer loyalty goals.

Loyalty360 CEO Mark Johnson spoke with Peña about Domino’s current brand strategies and what the future looks like in customer engagement.

Read the feature and view the video HERE.

Jason Whiting is Director of the Global VIP Program at LEGO, one of the most popular and widely used toys in the world and an internationally recognized brand. The LEGO Group is a privately held company based in Denmark, and the company is owned by the original family who founded it in 1932.

LEGO recently won a Platinum award in the Incentive and Reward Design at the 2020 Loyalty360 Awards in its partnership with Oracle. Mark Johnson, CEO of Loyalty360, recently spoke with Whiting about the brand's rewards program and its efforts into winning the award.

Read the article and watch the video here.

Ashley Beckman is the global brand manager at Treasury Wine Estates, which is the maker of 19 Crimes wines and spirits, which was the Platinum award winner in the Loyalty Program Design category at the recent 2020 Loyalty360 awards.

Treasury Wine Estates is an Australian global winemaking and distribution business with headquarters in Melbourne. It was formerly the wine division of international brewing company Foster’s Group

Mark Johnson of Loyalty360 recently spoke with Beckman about the ideas behind the 19 Crimes’ winning campaign.

Read the feature here: https://loyalty360.org/content-gallery/featured-story/19-crimes-breaks-the-rules-to-win-loyalty-program

Mark Johnson, CEO of Loyalty360, had the chance to talk with Alan Magee, Vice President of Digital Marketing for Church’s Chicken. Church's Chicken is an American chain of fast food restaurants specializing in fried chicken, also trading outside North America as Texas Chicken or Church’s Texas Chicken.

Watch the video here: https://www.youtube.com/watch?v=6pv9n7vfD7U

Loyalty360's Mark Johnson interviews Carlos Dunlap-Beard to discuss customer loyalty/CX trends and the changing industry landscape.

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Loyalty360's Mark Johnson interviews Guy Cierzan from ICF Next to discuss customer loyalty/CX trends and the changing industry landscape.

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Loyalty360's Mark Johnson interviews Pam Erlichman to discuss customer loyalty/CX trends and the changing industry landscape.

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

When it comes to reward programs in the financial sector, big numbers play a big role in driving client satisfaction and deepening client relationships.

Since launching its industry-leading, no-fee Preferred Rewards program in 2014, Bank of America has seen a steady stream of member enrollments and an even more impressive use of the loyalty program’s perks and benefits. In six years, the program has grown to more than 7.9 million members across Bank of America’s three offerings: Preferred Rewards for their consumer clients, Preferred Rewards for Business for their small business clients and Preferred Rewards for Wealth Management for high net worth clients. Members across these programs hold more than $1.1 trillion in assets at Bank of America. John Sellers, Bank of America Rewards executive, says members receive billions of dollars in rewards annually, approximately $470 per member.

Read the whole article here:

https://loyalty360.org/Content-Gallery/Featured-Story/Preferred-Rewards-Delivers-Big-Numbers-for-Bank-of

Sodexo North America employs 160,000 people at 13,000 sites in all 50 of the United States and Canada, providing facilities management and food services to schools, universities, hospitals, senior living communities, venues, and other vital industries.

Loyalty360’s Mark Johnson recently spoke with Dave Trombetta, Senior Marketing Manager for Universities West; Tiffany Darden, Senior Marketing Manager for Universities West; and Amanda Krabbenhoft, Sodexo’s Area Marketing Manager for Universities West.

To read the full interview with Sodexo, visit: https://loyalty360.org/content-gallery/featured-story/sodexo-uses-employment-engagement-to-highlight-the

Mark Johnson, CEO of Loyalty360, had the chance to talk with Katherine LeBlanc, Chief Marketing Officer with Painting with a Twist, the original and leading paint and sip franchise with almost 300 studios open or in development in 39 states.

Loyalty360 spoke with Arie Kotler, Chief Executive Officer of GPM Investments, and Michael Bloom, Executive Vice President and Chief Merchandising and Marketing Officer of GPM, about their role as a rapidly growing leader in the U.S. convenience store industry.

InComm InCentives is an online ordering platform that makes it easy to buy gift cards in bulk. Their customers buy bulk gift cards for numerous reasons, including corporate rewards, sales incentives, gifting, promotions and sweepstakes, and customer appreciation.

In this podcast, Loyalty360 CEO Mark Johnson talks with Dave Etling, the Senior Vice President and General Manager of InComm InCentives, about various topics related to customer loyalty.

Loyalty360 CEO Mark Johnson had the chance to talk with Nir Patel, the President of Belk, a department store chain founded in 1888 which has nearly 300 locations today in 16 States.

People have shifted in their lifestyle during the ongoing COVID-19 pandemic, ultimately changing how Belk customers shop. Consumers began buying more online, making less trips to the physical store, buying less of some typical staple items and stocking up instead on totally different types of items.

Patel says Belk, the largest privately owned department store chain in the U.S., was selling significantly more home products, a result of people spending more time at home and less time getting dressed up in work clothes and reporting to an outside office.

Click HERE to read Part 2 of this Q&A, and click HERE for the feature article.

Mark Johnson, CEO of Loyalty360, spoke with Andy Rebhun, Vice President of Digital for El Pollo Loco, about the restaurant's updated rewards program and improvements they have made to personalization in engaging with its customers.

El Pollo Loco is Spanish for "The Crazy Chicken," and is also a restaurant chain specializing in Mexican-style grilled chicken with over 480 locations in six states.

Rebhun is responsible for CRM, e-Commerce, the off-premise delivery strategy, loyalty program, and social media. He is a graduate of the University of Wisconsin Madison and has an MBA from Kellogg School of Management. He lives in Huntington Beach, California, where he enjoys running on the beach, riding his Peloton Bike, finding hole in the wall restaurants, and traveling the world.

Fleet Feet is a company that has been outfitting runners with the right equipment and knowledge since 1976. They have over 180 stores across the U.S. and are a category leader.

Mark Johnson, CEO of Loyalty360, had the chance to talk with Ben Cooke, the vice president of business development at Fleet Feet, and Ellen Donahue, the company’s vice president of marketing, about the challenges the company has faced over the last few years, and especially in the last year when sales grew but were challenged by in-store buying experiences.

Loyalty360 Loyalty Live Interview: Loyalty360's Mark Johnson interviews Epsilon's Rick Boubelik to discuss customer loyalty/CX trends and the changing industry landscape.

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit http://www.loyalty360.org

Whether it’s sustaining through the current health crisis, standing out in a crowded market, or tackling the ever-changing demands of consumers, today’s senior marketers have a host of challenges to confront. Thought leaders in this role at some of the top brands recently spoke with Loyalty360 and detailed their biggest challenges, how those challenges are framing their overall strategy, and how they are turning them into opportunities for growth.

Loyalty360 CEO Mark Johnson recently had a chance to speak with the top marketers from both brands: Brian Hipsher, Chief Marketing Officer for Charleys Philly Steaks and BIBIBOP; Jason Whitt, BIBIBOP marketing manager; Devyn DeMatteo, Charleys marketing manager; and Maggie Mackie, senior marketing communications coordinator who also manages the loyalty program.

Mark Johnson from Loyalty 360 recently had the chance to speak with Krystal Zell, vice president of customer marketing and operations at The Home Depot, about the launch of Home Depot’s expanded Pro Xtra loyalty program.

Mark Johnson from Loyalty 360 recently spoke with Kim Klenk, the growth marketing director for Branch Insurance, about the startup company that is doing some very unique things in the insurance industry, including with their loyalty programs.

As many restaurant chains worked to adapt to new food-service standards, the risk of losing loyal and engaged customers becomes even more heightened. Ana Guzman, director of loyalty and customer engagement at TGI Fridays, is working to figure out how to drive that same relationship when people are ordering online and getting curbside pickup.

Mark Johnson, CEO of Loyalty360, talks with Guzman about TGI Fridays’ loyalty and customer engagement efforts, and how the brand is improving their rewards program to better serve their loyal customer base.

Donna Josephson is a senior vice president and chief marketing officer of Corner Bakery, a fast-casual restaurant, serving kitchen oriented, crafted breakfast, lunch dinners, and catering as well.

Corner Bakery started as a small neighborhood bakery on a corner in downtown Chicago creating artisan breads and freshly baked sweets, and now they are operating in 23 states.

Mark Johnson, CEO of Loyalty360, had the chance to speak with Josephson about Corner Bakery’s customer engagement programs.

Loyalty360 Loyalty Live Interview: Loyalty360's Mark Johnson interviews cxLoyalty360's Chuck Christianson to discuss the current state of customer loyalty and customer experience.

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit loyalty360.org or click here to watch the full live stream of our video interview with Chuck.

Loyalty360 Loyalty Live Interview: Loyalty360's Mark Johnson interviews Forter's Daniel Shkedito to discuss the current state of loyalty fraud/gaming and its impacts on loyalty programs today.

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit loyalty360.org or click here to watch the full live stream of our video interview with Daniel.

Loyalty360 recently had the chance to speak with Todd Miller, Senior Director of Brand Strategy and Experience at Wawa, to learn more about the brand, its unique customer engagement strategy, and what customer loyalty means to Wawa.

Malachi Bennett, loyalty manager for Shell Retail North America, and Fergie Theriault, general manager marketing for Shell Retail North America, spoke with Loyalty360’s Mark Johnson on how the Fuel Rewards program has adapted to the changing economic climate, and how they are expanding its offerings.

Mark Johnson, CEO of Loyalty360, had the chance to ask various major brands how the have dealt with the Covid-19 pandemic. In this podcast, we bring you responses from the following industry leaders:

Johannes Ariens, the CEO of Loge
Alicia Mowder, Head of U.S. Marketing at Circle K
Chris Johnson, CEO of Classic Cinema
Karen Goldner, Director of Global Brand Marketing for The Coffee Bean and Tea Leaf
Matt Eckert, president of Holiday World
Bill Tine, VP of Marketing for King Arthur Flour
And Zipporah Allen, VP of Digital Customer Experiences at Taco Bell

To read more from these thought leaders, please visit Loyalty360.org

For decades, KONG has made toys and training tools that best fit your pet's individuality, personality, and specific needs. In this interview with Loyalty360 CEO Mark Johnson and Brandon Delgrosso, general manager of KONG Box, discuss how KONG carefully curates and hand-picks everything that goes in a dog’s KONG Box, a monthly service providing fun and solutions-based dog products.

Loyalty360 Loyalty Live Interview: Loyalty360's Mark Johnson interviews HTK’s Marlon Bowser to discuss customer loyalty/CX trends and the changing industry landscape.

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit loyalty360.org or click here to watch the full live stream of our video interview with Marlon.

Red Roof has been a mainstay in the lodging industry in the U.S. for about 50 years, and has a full suite of affordable brands to choose from.

Mark Johnson from Loyalty360 had the chance to talk with Marina MacDonald, Chief Marketing Officer, and Brenda Eddy, who oversees the brand’s loyalty and rewards program, to discuss how Red Roof has weathered the numerous anomalies of 2020, and what lies ahead.

Loyalty360 Loyalty Live Interview: Loyalty360's Mark Johnson interviews with The Vitamin Shoppe's Karen Szarvas to discuss customer loyalty/CX trends and the changing industry landscape.

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit http://www.loyalty360.org or click here to watch the full live stream of our video interview with Karen.

Loyalty360 Loyalty Live Interview: Loyalty360's Mark Johnson interviews with Comarch's Bindu Gupta to discuss customer loyalty/CX trends and the changing industry landscape.

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit http://www.loyalty360.org

Tom Nichols could impress anyone by the fact that he is a five-time Jeopardy! champion, and ranks as one of the best who has played the TV game. Add to it that he is a professor of National Security Affairs at the U.S. Naval War College and an adjunct professor at the Harvard Extension School, and the resume impresses even more.

But Nichols says he has had occasions where people have tried to diminish his expertise on several subjects, and in fact have attempted to impress him with their own expertise in areas where they had no training whatsoever. And it wasn’t an isolated incident.

“These are dangerous times,” says Nichols, who adds that he only speaks for himself, and not the college or the federal government. “Never have so many people had access to so much knowledge, and yet been so resistant to learning anything.”

Loyalty360’s Mark Johnson recently had a lively discussion with Tom Nichols about his bestselling book, The Death of Expertise, which Publishers Weekly says that “The crux of the book's argument is that ... the American public has grown increasingly hostile to expertise.”

Patrick Stewart is CEO of Apricot Lane Boutiques, which has 75 locations throughout the U.S. and growing. He has an extensive career in retailing, and came to Apricot Lane in 2018 after a three-year stint as chief marketing officer for Sears. Previously, he was vice president of marketing of Crazy Shirt and of The Walking Company.

Stewart’s challenge now is to take entrepreneurs who might have little or no retail or fashion experience — some doctors and dentists, for example — and guide them through the success of opening a 1,000 to 2,000 square feet clothing store.

The CEO of Apricot Lane Boutiques says that, despite a recent spate of national store clothing retailers shuttering many of their locations, their national brand of apparel and merchandise stores are doing well.

“Our comp-store sales were up 10% last month, and our sales were up, too, last year,” says Stewart, whose company has 75 locations across the U.S. and looking to add as many as 25 more next year. “Our chain is growing compared to last year, and our profitability is up.”

Tom Nichols could impress anyone by the fact that he is a five-time Jeopardy! champion, and ranks as one of the best who has played the TV game. Add to it that he is a professor of National Security Affairs at the U.S. Naval War College and an adjunct professor at the Harvard Extension School, and the resume impresses even more.

But Nichols says he has had occasions where people have tried to diminish his expertise on several subjects, and in fact have attempted to impress him with their own expertise in areas where they had no training whatsoever. And it wasn’t an isolated incident.

“These are dangerous times,” says Nichols, who adds that he only speaks for himself, and not the college or the federal government. “Never have so many people had access to so much knowledge, and yet been so resistant to learning anything.”

Loyalty360’s Mark Johnson recently had a lively discussion with Tom Nichols about his bestselling book, The Death of Expertise, which Publishers Weekly says that “The crux of the book's argument is that ... the American public has grown increasingly hostile to expertise.”

Loyalty360's Mark Johnson interviews with Vesta's Sue Frech to discuss customer loyalty/CX trends and the changing industry landscape.

A few topics Mark and Sue discuss:

What is one brand (or a few) that you think do an exceptional job of creating customer loyalty through a customer community or through VoC and making their customers feel heard?
How are brands leveraging communities today and what changes have you seen in how brands interact with their customers over the last six months, compared to how brands were communicating with customers previously?
What is one piece of advice you would share with brands looking to improve their customer loyalty or experience strategies?

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit http://www.loyalty360.org or you can find the video of our interview with Sue here.

Best Western® Hotels and Resorts launched its SureStay Hotel Group® just four years ago, but the brand was named No. 1 in the economy segment in the J.D. Power 2020 North America Hotel Guest Satisfaction Study.

SureStay achieved the highest score in the segment across six critical factors including reservations, arrival/departure, guest room, service and amenities, hotel facilities, and cost and fees.

Best Western has 18 different brands and approximately 4,700 hotels in over 100 countries and territories around the world. Loyalty360’s Mark Johnson spoke with Dorothy Dowling, senior vice president and chief marketing officer at Best Western about the brand’s loyalty programs and how SureStay achieved success so quickly.

In this Loyalty Live interview, Kim Welther, VP, and Jeremy Riga, VP of Technology for Baesman and Loyalty360's Mark Johnson discuss customer loyalty/CX trends and the changing industry landscape.

A few of the topics Mark, Kim, and Jeremy discuss include:

• How do you define customer loyalty and what does customer loyalty mean to your organization?
• What is the biggest challenge or opportunity you see in customer loyalty today?
• COVID-19 has had a significant impact on brands’ marketing strategies this year. What are your clients asking of you right now and how has that changed from what they were asking of you at this time last year or earlier in 2020?
• What is one piece of advice you would share with brands looking to improve their customer loyalty or experience strategies?

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit http://www.loyalty360.org

In this Loyalty Live interview, Clay Walton-House, Managing Director, Integrated Loyalty Solutions, for PK and Loyalty360's Mark Johnson discuss customer loyalty/CX trends and the changing industry landscape.

A few of the topics Mark and Clay discuss include:

How do you define customer loyalty and what does customer loyalty mean to your organization?
What is the biggest challenge or opportunity you see in customer loyalty today?
COVID-19 has had a significant impact on brands’ marketing strategies this year. What are your clients asking of you right now and how has that changed from what they were asking of you at this time last year or earlier in 2020?
What is one piece of advice you would share with brands looking to improve their customer loyalty or experience strategies?

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit http://www.loyalty360.org

How does your loyalty program continue to stay relevant and valuable to consumers as they evolve buying behaviors in this changing landscape?

The answer: by implementing a data-led, customer-centric strategy, you’ll find actionable insights using the customer and loyalty data you are collecting today. Join us in this webinar to learn how to leverage data to improve your understanding of customers and use AI and machine learning to optimize personalized marketing offers. Learn about the proven and powerful 3-step process to move from segmented marketing to individualized marketing.

Key Takeaways:

• What is the difference between a data-driven and data-led organization and why it’s important to be data-led in today’s changing landscape

• How behavioral offers lead to greater customer loyalty and LTV (lifetime value)

• The 3 step-process to implement data-led individualized strategy for your loyalty program that allows you to react to changes in customer behavior in a flexible and agile way.

Speaker:
Christian Selchau-Hansen is the CEO and co-founder of Formation, an enterprise software company that optimizes the customer journey through personalized marketing experiences. A 20-year tech veteran, Christian has helped develop new products and drive growth at companies like Square and Zynga. Prior to launching Formation, he was a partner at BCG Digital Ventures, using his experience to advise large companies and incubate innovative startups. Christian earned his M.B.A. with honors from The Wharton School of the University of Pennsylvania and has bachelor’s degrees in mechanical engineering and economics from Rice University.

While Sleep Number’s mission to help everyone in the world sleep better may seem like a dream, it is anything but. In fact, the company doesn’t think of itself as just a mattress retailer, but a health and wellness company, since sleep is as important to one’s health as diet and exercise.

“Over the last 10 years or so, we have become a strong innovation company,” says Lisa Erickson, senior director of CRM and Loyalty at Sleep Number. “We offer the only bed where all you have to do is sleep, and it will tell you how you sleep each night. It gives you tips for adjusting to sleep better, and even adjusts during the night to find your most optimal sleep number. We've advanced our technology and moved more into the health and wellness space, and not just a bed retailer.”

Sleep Number, a Minnesota-based company started in 1987, has over 600 stores in the U.S. J.D. Power ranked Sleep Number the highest in customer satisfaction with mattresses three times, 2015, 2016 and 2018.

After decades of taking the brunt of consumer complaints, air travel in North America reached a record high in satisfaction surveys in 2019. J.D. Power says traveler’s satisfaction with their flying experience hit a record in 2018, and yet jumped even further in 2019.

The survey says newer planes, better ticket value and improved customer touchpoints have made flying a much better experience than ever before, and airlines such as Air Canada are working harder to improve on their success, especially with the hit taken in consumer travel with the recent pandemic.

Loyalty360 spoke with Mats Winter, director of product at Air Canada, about the country’s largest domestic carrier’s ongoing plans to better serve its customers through several initiatives, including new lounges and suites, chauffer service, better pillows and blankets, and even partnering with celebrity chefs on new food items.

David VanWiggeren, CEO, DropTank, and Loyalty360's Mark Johnson discuss customer loyalty/CX trends and the changing industry landscape.

Here are questions that Mark posed to David:

• How do you define customer loyalty and what does customer loyalty mean to your organization?
• What is the biggest challenge or opportunity you see in customer loyalty today?
• What is one brand (or a few) that you think do an exceptional job of creating customer loyalty and why?
• What is a brand (or a few) you are most loyal to and why?
• How have you seen COVID impact your clients or brands in general – and what brands have you seen successfully pivot or reinvent themselves during this time?
• COVID-19 has had a significant impact on brands’ marketing strategies this year. What are your clients asking of you right now and how has that changed from what they were asking of you at this time last year or earlier in 2020?
• What is one piece of advice you would share with brands looking to improve their customer loyalty or experience strategies?
• Look five years from now; how do you think loyalty programs, strategy, or customer experience will evolve?

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit http://www.loyalty360.org

Consumers are spending more time online, and with an increase in sharing and shopping comes an increased risk for potential issues related to a customer’s personal information. This is where Generali Global Assistance and its Global Identity and Cyber Protection business unit comes in.

Founded in 1963, Generali Global Assistance has been a leader in the assistance industry for over 50 years and continues to provide its customers and partners peace of mind and assistance in the most difficult of circumstances.

As a B2B2C supplier, the company works with consumers via various brand partners as an embedded or voluntary offering through insurance providers, financial institutions, or as a part of an employer’s benefits package – with the end goals of providing exceptional levels of customer experience and customer support, often in situations when consumers need that support the most.

Loyalty360 recently spoke to Paige Schaffer, Chief Executive Officer for Global Identity and Cyber Protection, to learn more about the company, how Generali Global Assistance is assisting clients and customers during COVID-19, and how the company’s services can play a vital role in protecting customers during their time of need.

David Sykes, who heads global payments provider Klarna’s U.S and North America operations, talks with Loyalty360’s Mark Johnson about Klarna’s launch of its first loyalty program, Vibe. The members can receive rewards for all purchases they make directly through the Klarna app, no matter what store they are purchasing from. Klarna has 4,200 retail partners in the U.S — including H&M, Sephora, The North Face, Timberland and Abercrombie & Fitch — and their global network includes some 200,000 retailers.

To read more about Klarna on Loyalty360, Johnson previously spoke with Sykes in an interview at the time of Vibe’s launch in June, which you can read here.

Loyalty360 Loyalty Live Interview: Matt Kates, CMO, Prizelogic, and Loyalty360's Mark Johnson discuss customer loyalty/CX trends and the changing industry landscape.

Mark asked Matt to touch on a few topics during their discussion:
• Talk about a brand that’s doing a great job of creating customer loyalty and why?
• COVID-19 has had a big impact on brand’s marketing strategies this year. What are your clients asking of you right now and how has that changed from what they were asking of you at this time last year or earlier in 2020?
• As you mentioned, CPG is one of the main verticals your clients are based in. Loyalty Programs continue to grow in popularity with CPG brands. What do you think is driving that growth?
• What is the biggest challenge CPG has to overcome in order to develop a successful loyalty program?
• In order to drive engagement beyond the transaction, what are some steps should CPG brand take?
• You mentioned earlier that in addition to loyalty, PrizeLogic also has promotions capabilities such as sweepstakes and contests. How do your loyalty clients also leverage PrizeLogic’s promotions capabilities?
• If you could ask one question of a competitor, client, or brand about customer loyalty, what would that be?
• Is there a current trend, new technology, or idea that you believe is the most important thing for brands to focus on today?
• What can we do as an association to help others focused on loyalty and CX in their journeys?
• Loyalty Data Sharing and benchmarks. They are publishing them. What is the industry looking at?

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit http://www.loyalty360.org

For those interested in watching the recording of this Loyalty Live live stream, you can find the full video on our Loyalty360 YouTube channel.

Loyalty360 Loyalty Live Interview: Emil Sarkissian, CEO, Loyalty Methods and Loyalty360's Mark Johnson discuss customer loyalty/CX trends and the changing industry landscape.

Here are some of the topics that we posed to Emil:

-What is the biggest challenge or opportunity you see in customer loyalty today?
-What is one brand (or a few) that you think do an exceptional job of creating customer loyalty and why?
-What is a brand (or a few) you are most loyal to and why?
-How have you seen COVID impact your clients and how have you helped them through transitions, pivots, etc.?
-Is there a brand (or a few brands) that you think have been able to successfully re-invent or re-position themselves – and what have they done well – due to COVID?
-What is one piece of advice you would share with brands looking to improve their customer loyalty or experience strategies?
-If you could ask one question of a competitor, client, or brand about customer loyalty, what would that be?
-What is next for customer loyalty?

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit http://www.loyalty360.org

For those interested in watching the recording of this Loyalty Live live stream, you can find the full video on our Loyalty360 YouTube channel.

The restaurant industry has been one of the hardest hit verticals during COVID-19 as these brands have had to pivot and search for creative ways to still serve customers due to decreased traffic and various restrictions. As many look to get back to some sense of normal, CIBC, one of Canada’s “big five” financial institutions is stepping up to help local restaurants through what is a tough time for many.

CIBC has a long history of helping clients, communities and businesses prosper, dating back to Canada's confederation in 1867. It has since worked to be a trusted advisor, assisting individuals with their finances, while offering a superior level of experience and well-established programs for their clients.

Loyalty360 spoke with CIBC’s Mark Swartz, senior director of consumer cards, and Natalie Nah, senior director of client engagement, to learn more about the brand’s Revival Rewards program that ran through August 4, and overall customer loyalty and experience strategy.

Loyalty360 Loyalty Live Interview: Carlos Dunlap-Beard, VP of Business Development and Loyalty Solutions for Clarus Commerce and Loyalty360's Mark Johnson discuss customer loyalty/CX trends and the changing industry landscape.

There were several interesting questions Mark posed to Carlos:
• Can you tell us a little more about premium loyalty – how it is different from a traditional program or what is brands already have a traditional program is place. What are some examples of premium programs out there today?
• What is the biggest challenge or opportunity you see in customer loyalty today?
• What do you think are some of the biggest challenges retailers are facing now?
• What is one brand (or a few) that you think do an exceptional job of creating customer loyalty and why?
• What is a brand (or a few) you are most loyal to and why?
• How have you seen COVID impact your clients and how have you helped them through transitions, pivots, etc.?
• Is there a brand (or a few brands) that you think have been able to successfully re-invent or re-position themselves – and what have they done well – due to COVID?
• What is one piece of advice you would share with brands looking to improve their customer loyalty or experience strategies?
• If you could ask one question of a competitor, client, or brand about customer loyalty, what would that be?
• What are some things that you hear brands asking for from vendors?
• What’s next for customer loyalty?
• What do you think is next for loyalty? Where is the industry headed?

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit http://www.loyalty360.org

For those interested in watching the recording of this Loyalty Live live stream, you can find the full video on our Loyalty360 YouTube channel.

For some people, coffee is as integral to everyday life as the air they breathe. This need gives coffee brands an excellent demographic of people to offer exciting and intriguing loyalty programs.

The Coffee Bean and Tea Leaf is one of those coffee brands. The brand started in 1963 in Southern California by Herbert Hyman. Recently, the company launched a newly designed app for its Coffee Bean Rewards Program that will look to engage customers more and drive them to shop more often at its locations in multiple countries.

Loyalty360 spoke with Karen Goldner, Director of Global Brand Marketing for The Coffee Bean and Tea Leaf, about this newly designed app, the brand’s views on customer loyalty, and the biggest challenge for a senior-level marketer like herself.

Loyalty360 Loyalty Live Interview: Tom Madden, senior partner for ICF Next, and Loyalty360's Mark Johnson discuss customer loyalty/CX trends and the changing industry landscape.

A few topics that were covered include:

• What is the biggest challenge or opportunity you see in customer loyalty today?
• What is one brand (or a few) that you think do an exceptional job of creating customer loyalty and why?
• What is a brand (or a few) you are most loyal to and why?
• How have you seen COVID impact your clients and how have you helped them through transitions, pivots, etc.?
• Is there a brand (or a few brands) that you think have been able to successfully re-invent or re-position themselves – and what have they done well – due to COVID?
• What is one piece of advice you would share with brands looking to improve their customer loyalty or experience strategies?
• If you could ask one question of a competitor, client, or brand about customer loyalty, what would that be?
• What’s next for customer loyalty?

ICF is a global consulting and services provider, and ICF Next is its integrated marketing, communications and associated technology business. The agency's clients include Amtrak, the European Commission and the U.S. Centers for Disease Control and Prevention, among many others. Most recently, ICF Next was named the public relations agency of record for Hotels.com.

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit http://www.loyalty360.org

For those interested in watching the recording of this Loyalty Live live stream, you can find the full video on our Loyalty360 YouTube channel.

Having the president of a theme park company also be a certified public accountant can have its challenges, especially when it comes to balancing the task of providing fun for families while also watching the bottom line.

But if you run into Matt Eckert, president of Holiday World, in Santa Claus, Indiana — yes, you read that right — there are a few things he’ll gladly offer you at no charge: parking, drinks and even sunscreen.

Holiday World prides itself on being the U.S.’s first theme park, opening its gates in 1946. Located in Santa Claus in southwestern Indiana, a nearby industrialist was disheartened when he learned that children visiting the tiny town were disappointed that St. Nick did not actually live there. That led industrialist Louis Koch — who had nine kids of his own — to create the theme park as a retirement project, which was originally called Santa Claus Land, and included a toy shop, toy displays, a restaurant, themed children’s rides, and, of course, Santa himself.

Loyalty360 spoke to Matt Eckert, president of Holiday World, about the park’s customer and emotional loyalty strategies and what makes his park so successful.

Loyalty360 Loyalty Live Interview: Jebbit’s President and Co-Founder Jonathan Lacoste talks with Loyalty360's Mark Johnson on the current customer loyalty landscape, diving into the world of first-party data, and understanding how brands are building stronger customer loyalty and experience in today’s rapidly evolving world.

Mark asked Jonathan about several relevant topics:

• What is the biggest challenge or opportunity you see in customer loyalty today?
• What is one brand (or a few) that you think do an exceptional job of creating customer loyalty and why?
• What is a brand (or a few) you are most loyal to and why?
• How have you seen COVID impact your clients and how have you helped them through transitions, pivots, etc.?
• Is there a brand (or a few brands) that you think have been able to successfully re-invent or re-position themselves – and what have they done well – due to COVID?
• What is one piece of advice you would share with brands looking to improve their customer loyalty or experience strategies?
• If you could ask one question of a competitor, client, or brand about customer loyalty, what would that be?
• What’s next for customer loyalty?

Jebbit has built the world’s first declared data platform. Our platform enables marketing and sales teams to create beautiful, mobile experiences aimed at capturing the most important consumer data an enterprise needs. Instead of relying on third-party data which is often highly inaccurate and incomplete, enterprise brands use Jebbit to capture consumer intentions, motivations, and preferences.

Read more here: https://loyalty360.org/content-gallery/daily-news/the-new-rules-of-gaining-and-sustaining-customer-t

Visit https://www.loyalty360.org

For those interested in watching the recording of this Loyalty Live live stream, you can find the full video on our Loyalty360 YouTube channel.

Loyalty360 Loyalty Live Interview: David Andreadakis, Chief Innovation Officer for Kobie Marketing talks with Loyalty360's Mark Johnson on customer loyalty/CX trends and the changing industry landscape.

Kobie Marketing is a global leader in loyalty marketing and an industry pioneer, delivering end-to-end strategy, technology and program management solutions. For over 27 years, Kobie has provided innovative loyalty experiences to the world's most successful brands, helping clients receive incremental revenue, product and household penetration, and brand advocacy. The company drives results and ROI through Kobie Alchemy®, a best-in-class loyalty marketing technology platform. To learn more, visit the company website at http://www.kobie.com

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

Visit http://www.loyalty360.org

For those interested in watching the recording of this Loyalty Live live stream, you can find the full video on our Loyalty360 YouTube channel.

A favorite pastime for many, movie-going has always been an easy and entertaining way to get away from the real world – even if it is just for a few hours. Guests can sit back, take in a story, enjoy a fresh tub of popcorn and a cold drink, maybe even from the comfort of a new reclining chair.

Founded over 40 years ago, Classic Cinemas takes the movie-going experience to heart through every level of organization – from concession staff all the way through the c-suite. While a relatively small brand compared to some of the major competitors in the space, Classic Cinemas prides itself on going above and beyond for its customers, no matter the question or concern.

Throughout its history, the brand has seen a great deal of success and has a strong following of loyal fans, but as a result of COVID-19, unprecedented challenges of keeping customers engaged and ensuring safety are now top of mind for the entire entertainment industry.

However, these challenges are not stopping the Classic Cinemas team from looking forward and preparing for the new normal to come, even if movies are on "pause" temporarily. Loyalty360 had the chance to speak with Classic Cinema's CEO, Chris Johnson, to learn more about the brand's history, his views on customer loyalty and experience, and the changing entertainment landscape.

Roughly half of the U.S. population — or more than 145 million people — say they participate in an outdoor activity each year, with about 18 percent saying running, jogging, or trail running was their preference. The survey by the Outdoor Foundation says another 16 percent say they went freshwater, saltwater, or fly fishing; the next largest group was 15 percent who said they liked road biking, mountain biking or BMX.

No matter the activity, a new hospitality concept called LOGE wants to make sure you are staying at one of the five locations in Washington, Oregon, California, or Colorado when you head out into the great outdoors.

Johannes Ariens and Cale Genenbacher founded LOGE in 2016 and have taken to renovating older roadside inns and motels into ones where activity enthusiasts like to head out on weekends sometimes 10-15 times per year.

Loyalty360’s Mark Johnson recently caught up with Ariens, the CEO of LOGE - and an avid surfer and skier from the Olympic Peninsula in Washington. We had to chance to learn how LOGE is changing the lodging business, the company’s focus on one-of-a-kind customer experiences, and what the future holds for this unique brand.

Loyalty360 Loyalty Live Interview: Don Smith, Chief Strategy and Analytics Officer from Brierley, talks with Loyalty360's Mark Johnson about customer loyalty/CX trends and the changing industry landscape.

Brierley offers the full breadth of services to drive unprecedented loyalty success: program design, strategy, research, analytics, customer insights, creative, and digital solutions. In addition, Brierley’s intuitive platform — LoyaltyOnDemand® — empowers everything a loyalty program demands to engage customers across every channel and touchpoint. It represents a powerful evolution in loyalty technology, continuously evolving with new features to keep programs on the leading edge.

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.
For those interested in watching the recording of this Loyalty Live live stream, you can find the full video on our Loyalty360 YouTube channel.

Two-thirds of consumers say their loyalty is more difficult to maintain than ever before. With unlimited choices at your customers’ fingertips, earning loyalty – and revenue – today takes more than a traditional program can provide.

So, how can you increase revenue now while building long-term loyalty with your best customers?

Join loyalty expert Carlos Dunlap-Beard, where he will take you through the 2020 Premium Loyalty data study and show you…

What customers expect from your brand.
If consumers would pay to join a loyalty program of your own.
How premium loyalty differs from traditional programs.
Ways these programs increase engagement and build brand advocacy

Great news for all of the taco lovers, "Taco Tuesday" fanatics, and those late-night Fourthmeal runners! Taco Bell has announced it is rolling out a brand-new loyalty program to better serve, connect with, and reward fans for enjoying their Taco Bell favorites. The Taco Bell Rewards program is set up as a points-based system, rewarding fans with free food based on their purchases.

As the brand shares the exciting news of the new program, Loyalty360 had the chance to speak with Zipporah Allen, VP of Digital Customer Experiences at Taco Bell, to learn more about Taco Bell Rewards, what it means for Taco Bell's superfans, and how the brand is continuing to evolve its customer-first focus.

Loyalty360 Loyalty Live Interview: Richard Jones, CMO of Cheetah Digital to discuss his views on the current customer loyalty landscape and loyalty programs.

Cheetah Digital is a cross-channel customer engagement solution provider for the modern marketer. The Cheetah Digital Customer Engagement Suite enables marketers to create personalized experiences, cross-channel messaging, and loyalty strategies, underpinned by an engagement data platform that can scale to meet the changing demands of today's consumer. Many of the world’s best brands, including Neiman Marcus, Hilton, Walgreens, and Williams-Sonoma trust Cheetah Digital to help them drive revenue, build lasting customer relationships, and deliver a unique value exchange throughout the entire customer lifecycle.

Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.

For those interested in watching the recording of this Loyalty Live live stream, you can find the full video on our Loyalty360 YouTube channel.

Over the last few months, have you found yourself asking "what is a Sourdough starter," "why did my cookies crumble," or "what can I bake with these ingredients in my pantry"? Well, good news – you are not alone.

As quarantine regulations hit the United States, King Arthur Flour noticed business was far from its usual pre-Easter pace. In the span on a few short days as shoppers hit grocery stores and stocked up on essentials, suddenly shelves were without flour. The team found itself receiving and answering more questions on baking than ever before – which is significant, considering the brand’s 200+ year history.

But why the sudden surge in baking? As individuals started spending more time at home with activities canceled, working, or learning from home, and the limited ability to eat out, the interest in baking suddenly skyrocketed.

King Arthur understood it needed to quickly pivot on multiple levels. First, how could the brand add resources and innovate to meet the increased demand for retail-sized bags of flour? And second, how could its internal team of experts, including in-house bakers, shift to provide additional live support, educational resources, and tips and techniques as many first-time bakers took to their home kitchens?

Loyalty360 recently had the chance to sit down with Bill Tine, VP of Marketing for King Arthur Flour, to dive into the brand’s history, its customer engagement efforts, and how the brand was able to successfully pivot to answer customer questions and meet the unprecedented spike in demand.

As a well-known solution provider for customer/employee experience and market research, Confirmit continually works to be a true and trusted partner for its clients. Many brands are hyper-focused on customer experience, immediacy, connecting with customers in the moment, which has only become more prevalent due to COVID-19. Confirmit helps clients keep up with rapidly changing expectations by powering VoC programs that facilitate valuable two-way dialogues. Furthermore, as many businesses have shifted to a remote-work format, at least for the time being, keeping companies and teams connected through VoE solutions is crucial, especially as many brands are quickly shifting and adapting to keep pace with the changing customer landscape.

As its clients continue to evolve during this time, Confirmit has made some changes of its own, including the hiring of Kyle Ferguson, as the company's new Chief Executive Officer.

Loyalty360 was recently able to speak to Kyle about his new role, opportunities he sees Confirmit and the industry, and what trends we may see in customer loyalty and customer experience because of COVID-19.

Loyalty360 is hosting speakers weekly in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. This week, we had the pleasure of speaking with Lonnie Mayne, Founder and CEO of Red Shoes Living.

During this session, Mark Johnson of Loyalty360 and Lonnie discuss customer loyalty/CX trends, the changing industry landscape, and what's next for customer loyalty.

For those interested in watching the recording of this Loyalty Live live stream, you can find the full video on our Loyalty360 YouTube channel.

In the Loyalty360 Thought Leadership series, we talk to the leaders in customer, channel, and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement. In this Loyalty360 Thought Leadership video, we sit down with Rupa Rajopadhye, VP of Marketing Services, Iris.

Iris offers strategic consulting that leverages the company's disciplines in advanced marketing analytics, marketing technology enablement, customer journey management, and loyalty programs to drive more profitable customer relationships.

In this interview with Rupa, we cover an introduction to Iris, trends she sees in customer loyalty/customer experience, what brands can do to simplify their approach to personalization, and more.

In the Loyalty360 Thought Leadership series, we talk to the leaders in customer, channel, and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement. In this Loyalty360 Thought Leadership video, we sit down with Carlos Dunlap-Beard, VP of Loyalty Solutions, Clarus Commerce.

With over almost 20 years of experience in paid loyalty and over 50 programs built and managed, Clarus Commerce is a trusted partner in the premium loyalty space.

In this interview with Carlos, we cover an introduction to Clarus Commerce, his definition of customer loyalty, industry trends the company sees, and more.

In the Loyalty360 Thought Leadership series, we talk to the leaders in customer, channel and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement. In this Loyalty360 Thought Leadership video, we sit down with Melissa West, Director of Product Solutions from PDI.

PDI helps convenience retailers and petroleum wholesalers thrive through digital transformation and enterprise software that enables them to grow topline revenue, optimize operations and unify their business across the entire value chain.

In this interview with Melissa, we cover an introduction to PDI, her definition of customer loyalty, industry trends the company sees, and more.

When it comes to best-in-class customer loyalty and experience, some famous brands and industries come to mind immediately. A favorite retailer, restaurant, airline, hotel chain – the list goes on. But, convenience stores?

Often customers do not think twice about the gas station or convenience store they visit for a quick pit stop. After all, there is a reason for the name – it comes down to convenience. The store was close, it was on a specific side of the road, or gas was a few cents less at this station instead of that one. Staying top of mind in the crowded fuel and c-store space is no easy task for brands.

However, those looking to stand out or those that have successfully done so have come to appreciate the role that customer experience plays in building a loyal customer base. Delivering an experience that is unique, memorable, and engaging can make a world of difference in an industry that sometimes comes down to a matter of pennies off.

Loyalty360 recently had the chance to learn more from a major fuel and convenience store brand in this exact, and extremely relatable, position. We sat down with Alicia Mowder, Head of US Marketing at Circle K, who shared not only an overview of the brand, but also amazing insights on how Circle K is working to differentiate itself in a competitive industry, from its commitment to CSR, focus on associate engagement, unique product offerings, and more.

In the Loyalty360 Thought Leadership series, we talk to the leaders in customer, channel and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement. In this Loyalty360 Thought Leadership video, we sit down with Marti Beller, President, Kobie Marketing

In this Loyalty360 Thought Leadership video, we sit down with Susan Frech, Co-Founder and CEO of Social Media Link. In this series, we talk to the leaders in customer, channel and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement. Our discussion with Susan includes information on her role, data, transparency, community marketing, retaining customers, and more!

In the Loyalty360 Thought Leadership series, we talk to the leaders in customer, channel and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement.In this Loyalty360 Thought Leadership video, we sit down with Christian, Selchau-Hansen, CEO of Formation.

In the Loyalty360 Thought Leadership series, we talk to the leaders in customer, channel, and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement. In this Loyalty360 Thought Leadership video, we sit down with Rick Boubelik, Senior Director Loyalty Marketing of Epsilon.

In this Loyalty360 Thought Leadership video, we sit down with Guy Cierzan, Managing Partner, Loyalty of ICF Next. Our discussion with Guy includes information on his role, customer loyalty, customer experience, and one of the top 4 trends of 2020 (personalization, segmentation, cadence management).

What if, as a brand, you could tap into the loyalty currency in your customers’ pockets? What if you could add use of that currency to your best customers’ journeys? What if you could give customers even more value, exceed their expectations, and expand their spending power at your brand? Now you can do just that with Engage People’s Access, an e-commerce redemption solution. To learn more about what this could mean to your brand, your customer, and how the solution can expand your share of customer wallet, Loyalty360 recently spoke with Len Covello, Chief Technology Officer for Engage People.

Loyalty360 CEO Mark Johnson speaks with Comarch's Lukasz Sloniewski about technology and how Comarch drives unique experiences and engagement within the world of loyalty.