Leaders in Customer Loyalty, Powered by Loyalty360

Send us a textIn 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.

Send us a textFor 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. 

Send us a textAs 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. 

Send us a textIn 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.

Send us a textHealth 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. 

Send us a textIn 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. 

Send us a textFor 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. 

Send us a textIn 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. 

Send us a textIn 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. 

Send us a textBrands 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. 

Send us a textIn 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 Cafe is 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. 

Send us a textBrands 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. 

Send us a textIn 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. 

Send us a textFor 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. 

Send us a textIn 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. 

Send us a textIn 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. 

Send us a textHow 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. 

Send us a textBringing 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. 

Send us a textWelcome 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. 

Send us a textFirst 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.

Send us a textIn 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. 

Send us a textFor 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.  

Send us a textLoyalty 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. 

Send us a textWelcome 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. 

Send us a textCruises.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. 

Send us a textAs 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.

Send us a textIn 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!

Send us a textCustomer 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. 

Send us a textLoyalty 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. 

Send us a textIn 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. 

Send us a textChuck 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-walletsWatch the full interview here: https://www.youtube.com/watch?v=S6F9lpzXIKM

Send us a textLoyalty 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

Send us a textBrands 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.

Send us a textWhen 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/vM9LvJUBLqgRead 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

Send us a textBrands 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.

Send us a textLoyalty360 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. 

Send us a textAs 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.

Send us a textLoyalty360 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.

Send us a textAs 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 MindsetGen 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.”

Send us a textDavid'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. 

Send us a textMemorable 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.

Send us a textCava, 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

Send us a textTravel 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

Send us a textIn 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.

Send us a textDesigning 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.

Send us a textArtificial 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.

Send us a textThe 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. 

Send us a textWhen 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.  

Send us a textFounded 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.

Send us a textInspired 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.  

Send us a textFounded 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.