The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
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Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
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Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
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It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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Call them changemakers. Call them rule breakers. We call them Redefiners. And in this provocative podcast, we explore how daring leaders from across industries and around the globe are redefining their organizations—and themselves—to create extraordinary impact in today’s rapidly changing world. In each episode, Russell Reynolds Associates Leadership Advisor Hoda Tahoun and former CEO Clarke Murphy host engaging, purposeful conversations with leaders in and out of the business world who shar ...
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The show that helps you maximize your wealth by turning complex financial situations into actionable advice. On Your Money. Your Mission., we answer the questions you’ve been asking about -- financial planning, investing, retirement and everything in between. Whether you’re navigating the complexities of the market or looking for the best ways to save or spend your money, tune in to hear from experienced financial advisors with JFG. Walk away from each episode with savvy tips and financial t ...
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This Podcast is created and curated by Deepak Jayaraman (an Executive Coach and a Leadership Advisor). He lives in Mumbai and works with successful Senior Executives by helping them play to their unique potential but with a sharp focus on transitions (business or career). Just like businesses need to think about "where to play" and "how to win", leaders need to be coherent about "where to go" and "how to grow" in their journeys. Deepak works with them during pivotal moments to help them with ...
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Wharton faculty and industry leaders discuss their latest research, books, and relevant business topics. Hosted on Acast. See acast.com/privacy for more information.
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Leading Up is a top-ranking leadership podcast to help you work, lead, and live differently. In Season 7, we’ll shine a light on storytelling, and how it can help aspiring leaders communicate better. Alan Todd, VP of Leadership Development at Udemy, sits down with some of the most thoughtful and exciting leaders, practitioners, and thinkers. Together, we’ll help you unlock your potential and become an even better leader. New episodes drop every Wednesday, so be sure to follow the podcast to ...
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<div class="span index">1</div> <span><a class="" data-remote="true" data-type="html" href="/series/peak-travel">Peak Travel</a></span>
Travel can do amazing things: broaden horizons, build relationships, and rejuvenate the soul. But often, those experiences come at a cost. This is Peak Travel, a new podcast from WHYY about how travel shapes communities in hot-spots around the world. We’ll share the wonder that comes with exploring new places, as well as the harm that our worst travel habits can cause. And we’ll try to figure out how we can do it better. Each episode transports you to a new destination. You’ll meet the people who call that place home, hear their stories, and come to understand how tourism has changed their everyday lives. Supported by rich, on-location sound from around the world, Peak Travel unpacks the $1.9 trillion travel industry and its impact on people and the planet.
Leaders in Customer Loyalty, Powered by Loyalty360
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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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コンテンツは Loyalty360 によって提供されます。エピソード、グラフィック、ポッドキャストの説明を含むすべてのポッドキャスト コンテンツは、Loyalty360 またはそのポッドキャスト プラットフォーム パートナーによって直接アップロードされ、提供されます。誰かがあなたの著作物をあなたの許可なく使用していると思われる場合は、ここで概説されているプロセスに従うことができますhttps://ja.player.fm/legal。
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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1 Publix’s Approach to Nurturing Loyalty with a People-First, Legacy-Driven Approach 24:18
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気に入ったSend us a text 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.…
1 Industry Voices: Jonathan Silver of Engage People on the Power of Pay with Points and Loyalty Innovation 22:01
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Leaders in Customer Loyalty Brand Stories featuring Office Depot | Enhancing the Customer Experience in Today’s Work Environment 27:32
27:32 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った27:32
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Leaders in Customer Loyalty Brand Stories featuring Feeding America 28:50
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Leaders in Customer Loyalty Brand Stories featuring Portillo’s 29:49
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Leaders in Customer Loyalty: Executive Spotlight featuring Per Jensen, Director of Loyalty, Stop and Shop 26:47
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 First Tech's Commitment to Innovation and Customer Loyalty: An Exclusive Interview with Mairi Burns 32:22
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Leaders in Customer Loyalty: Executive Spotlight Featuring Don Smith, Chief Consulting Officer, Capillary 42:30
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Leaders in Customer Loyalty: Brand Stories | How Applebee’s Date Night Pass is Redefining Romantic Dining 25:55
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Leaders in Customer Loyalty: Industry Voices Featuring Mladen Vladic, Head of Products and Services for Loyalty at FIS 29:01
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Leaders in Customer Loyalty: Executive Spotlight featuring Aly Blawat, Senior Director of Customer Strategy at Blain’s Farm and Fleet 32:42
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Setting Sail with Loyalty: How Cruises.com Rewards is Charting a New Course in Cruise Industry Engagement 17:57
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Leaders in Customer Loyalty: Industry Voices Featuring Alexa Pak from Talon.One 15:08
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Leaders in Customer Loyalty Executive Spotlight: Amy Barnett, Vice President of Digital Experience and Loyalty at Cracker Barrel 40:54
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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!…
1 Loyalty Beyond the Cart: How United Supermarkets Gamifies Wellness and Engagement 30:58
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Leaders in Customer Loyalty: Industry Voices: Don Smith, Chief Consulting Officer at Capillary 36:16
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 How HTeaO is Brewing Emotional Loyalty Through an Elevated Iced Tea Experience 29:50
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Pizza, Play, and a Fun Pass: How Chuck E. Cheese is Winning Hearts and Wallets 24:52
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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…
1 Loyalty Live: Key Customer Loyalty Trends with Phaedon’s Katie Berndt 20:52
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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…
1 Loyalty Live: Bounteous’ Ellen Green on Partnerships, Gamification, and Emotional Loyalty in 2025 17:23
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Daring to Be Different: How True Religion Builds Authentic Customer Loyalty 32:06
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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…
1 Loyalty Live: CataBoom’s Aaron Lobliner on Gamification, Personalization, and Driving Loyalty in 2025 23:12
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 From Collectors to Community: How Upper Deck Is Driving Fan Engagement 16:04
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Loyalty Live | Personalization Without Compromise: Exploring Wunderkind’s Role in the Future of Marketing 29:01
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Loyalty360 Executive Spotlight: John Sellers, Bank of America 21:11
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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 .…
1 Navigating Gen Z's Expectations: Fat Brands' Digital Strategy for the Mobile-First Consumer 27:36
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.”…
1 A Love Story: David's Bridal's Diamond Loyalty Program 27:04
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 Scoops of Success: Häagen-Dazs’ Refreshed Approach to Loyalty 19:05
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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 .…
1 Cava’s Loyalty Program: Driving Growth Amid a Surge in Popularity 18:28
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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…
1 BWH Hotels: Elevating Customer Loyalty and Inspiring Travel 16:25
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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…
1 #405: Loyalty360 Loyalty Live | Shamba Schmidt, Epsilon 17:52
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #404: Interview with Michelle DeVore: Launching the Supercuts Reward Program 24:55
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #403: Loyalty360 Loyalty Live | Monique De La Rosa, Ansira 15:43
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #402: Piada Italian Street Food Upgrades Customer Experience with Revamped Loyalty Program and Digital Ordering 22:32
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #401: Royal Bank of Canada: Forming Strategic Partnerships and Receiving Recognition for Customer Loyalty Efforts 11:53
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #400: Loyalty360 Loyalty Live | Todd Hedberg, The Lacek Group 24:07
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #399: Church’s Texas Chicken: Launching the REAL REWARDS Program and Developing a True Omnichannel Experience 16:46
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #398: Loyalty360 Loyalty Live | Caitlin Watson and David Shaw, WillowTree 22:46
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #397: Carter’s: Engaging the Next Generation of Customers with Creative Campaigns and Conversations 23:02
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #396: Hilton: A Growing Portfolio, Strategic Partnerships, and Digital Innovation Create a Better Customer Experience for Guests 27:02
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #395: Paris Baguette: Rolling Out a New Rewards Program and Cultivating Emotional Loyalty by Spreading Joy 15:33
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #394: JOANN: Engaging the Next Generation of Creators and Launching the “JO-AND” Rebrand Campaign 16:35
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #393: Edible Brands: Growing Emotional Loyalty by Giving Consumers Convenience and Quality 18:16
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #392: Harps Food Stores: Being “Live” in POS Transactions and Driving Increased Customer Engagement 16:43
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 What We're Seeing and Hearing: September 13, 2024 10:08
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text What we are seeing and hearing for the week ending September 13th, 2024. Today we are going to discuss the top 8 challenges related to customer loyalty. Loyalty360 has the privilege of being in a unique space in the customer loyalty industry, we hear from the leading brands and technology companies as to the “state” of the industry. We do brand focused research throughout the year based on areas of interest from the brand community. Loyalty360 also has an advisory board who helps shape the topics, trends and area of focus for the association. It is a very diverse group of senior level experts in the customer loyalty space. During the 2024 Loyalty Expo, the group met and during a breakfast meeting we went around the table to discuss the challenges and opportunities they are seeing, which led us to this top 8 challenges of customer loyalty. • Shorter Attention Spans • Engaging Younger Generations • Keeping up with Martech • Increased Pressure on Cost • Data & Privacy • Partnerships • Bringing Focus to Loyalty • Framing Customer Loyalty - Cost vs. Investment 2024 State of Customer Loyalty Paper Loyalty Expo Partnership Session Amy Barnett’s – Lunch and Learn Next Generation customer Loyalty Paper Per Jenson’s July Lunch and Learn session on socialization of customer loyalty program About the series: Loyalty360’s videocast is “What We're Seeing and Hearing,” a weekly summary of trends, insights, and best practices that our team is hearing directly from leading brands — both member and non-members — as well as from supplier partners. Many details in “What We Are Hearing” will be high-level and often anonymous to provide an open dialogue for those telling Loyalty360 their story. As a trusted advisor to the customer experience and the customer loyalty market, we see a significant amount of impactful and challenging scenarios in the market. This is Loyalty360’s way of bringing this inside information to the market in a timely and concise manner that others can learn from…
1 #391: Loyalty360 Loyalty Live | Dr. J.R. Slubowski, Kobie 25:33
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #390: David’s Bridal: Cultivating the Next Generation of Customers by Prioritizing Emotional Loyalty Efforts 20:29
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
Send us a text In this week's Loyalty360 What We're Seeing and Hearing, we dive into the ongoing discussions and trends shaping the customer loyalty industry. Key topics include the importance of training and socialization within loyalty programs and the latest insights from our peer group discussions. Highlights: Training and Socialization: We explore the critical need for effective training in loyalty programs, focusing on recent discussions and insights from Stop & Shop’s Per Jenson’s impactful July session. Listen to Stop & Shop's discussion here . Trends Discussed: Brand Refreshing: Leveraging customer loyalty programs to enhance brand experience. Employee Engagement: Identifying passionate advocates and improving internal understanding of loyalty programs. Metrics and Training: Emphasizing the use of data to align sales incentives and exploring the effectiveness of bite-sized training. Upcoming Digital Roundtables: Join us August 27th at 12pm as Amy Barnett from Cracker Barrel shares strategies on brand transformation and loyalty ecosystem advancements. More information here . About the series: Loyalty360’s videocast is “What We're Seeing and Hearing,” a weekly summary of trends, insights, and best practices that our team is hearing directly from leading brands — both member and non-members — as well as from supplier partners. Many details in “What We Are Hearing” will be high-level and often anonymous to provide an open dialogue for those telling Loyalty360 their story. As a trusted advisor to the customer experience and the customer loyalty market, we see a significant amount of impactful and challenging scenarios in the market. This is Loyalty360’s way of bringing this inside information to the market in a timely and concise manner that others can learn from.…
1 #389: Giant Food: Enhancing the Customer Experience by Leveraging a Powerful Digital Loyalty Program and Prioritizing Personalization 34:41
34:41 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った34:41
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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 .…
1 #388: Blaze Pizza: Personalizing the Guest Experience through Perseverance and a Passion for Customer Engagement 22:33
22:33 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った22:33
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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 .…
1 #387: Loyalty360 Loyalty Live | Jonathan Silver, Engage People 22:51
22:51 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った22:51
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #386: Insomnia Cookies: Launching a New Loyalty Program and Building Robust Customer Profiles for Increased Personalization 17:29
17:29 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った17:29
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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…
1 #385: Loyalty360 Loyalty Live | Nowell Outlaw, Switchfly 19:36
19:36 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った19:36
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #384: Tim Hortons: Cultivating and Increasing Customer Engagement by Leveraging a Unique and Innovative Approach 21:58
21:58 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った21:58
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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 Read the feature on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/tim-hortons-cultivating-and-increasing-customer-engagement-by-leveraging-a-unique-and-innovative-ap…
1 #383: Stop & Shop: Increasing Customer Engagement by Leveraging In-store Technology 30:44
30:44 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った30:44
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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. Watch the full interview here: https://youtu.be/4TtR5WL1qIw Read the feature on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/stop-shop-increasing-customer-engagement-by-leveraging-in-store-technology…
1 #382: Loyalty360 Loyalty Live | Tim Glomb, Wunderkind 22:11
22:11 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った22:11
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #381: Great Wolf Lodge: Making an Impact on the Full Customer Experience by Evolving Customer Loyalty 12:58
12:58 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った12:58
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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…
1 #380: Loyalty360 Loyalty Live | Daniel Wood, Engaged Nation 15:07
15:07 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った15:07
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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.…
1 #379: Author Gary Hawkins Discusses His New Book and How an Evolving Society Impacts Retail Technology 17:22
17:22 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った17:22
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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 Read the feature on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/author-gary-hawkins-discusses-his-new-book-and-how-an-evolving-society-impacts-retail-technology…
1 Ally Financial: Uniting Communities with Sports Partnerships and Elevating the Customer Experience 24:57
24:57 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った24:57
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったSend us a text 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…
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This Podcast is created and curated by Deepak Jayaraman (an Executive Coach and a Leadership Advisor). He lives in Mumbai and works with successful Senior Executives by helping them play to their unique potential but with a sharp focus on transitions (business or career). Just like businesses need to think about "where to play" and "how to win", leaders need to be coherent about "where to go" and "how to grow" in their journeys. Deepak works with them during pivotal moments to help them with ...
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Leading Up is a top-ranking leadership podcast to help you work, lead, and live differently. In Season 7, we’ll shine a light on storytelling, and how it can help aspiring leaders communicate better. Alan Todd, VP of Leadership Development at Udemy, sits down with some of the most thoughtful and exciting leaders, practitioners, and thinkers. Together, we’ll help you unlock your potential and become an even better leader. New episodes drop every Wednesday, so be sure to follow the podcast to ...
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