#405: Loyalty360 Loyalty Live | Shamba Schmidt, Epsilon

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#MBA #Business News #Business #News #Marketing #Loyalty360 #Customer Loyalty #Loyalty Programs #Customer Experience #Rewards Program #VOC #Market Trends #Brand Loyalty #Channel Loyalty #Analytics #Personal #Segments #Marketing Technology

14:42

Is your health and wellness podcast optimized for success, or are crucial oversights holding back your potential? I audited a doctor’s podcast recently and was shocked at what I found. This podcast had over 100 episodes—pretty impressive. However, the whole setup of the podcast had some brutal mistakes that I’m sure were holding this doctor back from seeing bigger results. How can optimizing your podcast's website links transform your show's reach? Are you missing out on SEO benefits that could elevate your visibility? Curious about the impact of professional collaboration on your podcast? Don't let simple mistakes hold you back. Tune in to find out how to turn your podcast into a lead-generating powerhouse! Today’s episode includes: How minor mistakes hinder podcast growth and engagement. Why directing podcast episode links on Apple, Spotify, etc to your own website is ideal. Why collaborating with professional teams can elevate your podcast impact and revenue. How maintaining high production standards enhances credibility, especially in the health and wellness space. How omitting crucial subscription links will limit your audience growth. Why owning a proper domain ensures long-term SEO benefits and authority with search engines. How missing social media links in your show notes makes it difficult for listeners to connect with you. Why understanding and avoiding common mistakes ensures maximum ROI from podcasting efforts. Are you pouring your heart into your podcast but still not seeing the growth you deserve? Download our free guide to unlock your podcast’s full potential and expand your impact: https://eastcoaststudio.com/5mistakes Our LinkedIn: https://www.linkedin.com/company/eastcoaststudio/ Our Instagram: https://www.instagram.com/ecpodcaststudio/…

рік тому 17:52

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In our latest edition of Loyalty Live, Loyalty360, speaks with Shamba Schmidt, Vice President, Solution Consulting at Epsilon. As a global marketing and data technology company known for its innovative approach to loyalty solutions and data-driven customer engagement, Epsilon leverages its extensive data repository and robust data practices to help brands forge meaningful and personalized connections with their customers.
Listen to learn more about how Epsilon enables brands to harness data to drive loyalty, from enhancing customer profiles to implementing customized loyalty strategies that resonate with today’s consumers.

Розділи

1. #405: Loyalty360 Loyalty Live | Shamba Schmidt, Epsilon (00:00:00)

2. Leveraging Data for Loyalty Programs (00:00:04)

3. Enhancing Customer Loyalty With Data (00:07:36)

4. Understanding Personal Values and Aspirations (00:16:50)

445 епізодів

#405: Loyalty360 Loyalty Live | Shamba Schmidt, Epsilon

Leaders in Customer Loyalty, Powered by Loyalty360

published рік тому

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MP3•Головна епізоду

Send us a text

Розділи

1. #405: Loyalty360 Loyalty Live | Shamba Schmidt, Epsilon (00:00:00)

2. Leveraging Data for Loyalty Programs (00:00:04)

3. Enhancing Customer Loyalty With Data (00:07:36)

4. Understanding Personal Values and Aspirations (00:16:50)

445 епізодів

Усі епізоди

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Leaders in Customer Loyalty: Industry Voices | Driving Loyalty with Purpose: A Conversation with Chris Jones of ITA Group 20:03

11 hours тому20:03

20:03

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

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Leaders in Customer Loyalty: Brand Stories | Fleet Feet's Milestone Moment: How a Community-First Retailer Is Elevating Loyalty for the Long Run 22:27

5 днів тому22:27

22:27

Send us a text Health and wellness have become foundational to the modern lifestyle, with consumers redefining what fitness looks like shifting from traditional gym routines to more holistic and mobile-friendly approaches. Walking, hiking, cycling, and fitness-tracking apps are now integral parts of personal health journeys. This evolution has created new opportunities for customer-centric innovation, and few brands are leaning into this shift as effectively as Fleet Feet. Founded in 1976 by two women in Sacramento, California, Fleet Feet has grown from a single boutique running store into the country’s largest franchisor of locally owned and operated specialty running retailers. Today, it operates more than 280 stores across 40 states, offering expert outfitting, training programs, and a strong sense of community. At the heart of Fleet Feet’s loyalty strategy is its recently relaunched Fleet Feet Milestones program—an initiative that reflects both its legacy and its forward-thinking ethos. Joining us for this edition of Leaders in Customer Loyalty: Brand Stories is Abbey Gurley, Senior Manager of Customer Loyalty at Fleet Feet, who shares how the brand is building emotional loyalty, supporting franchisees, and using customer data with care.…

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Petro-Canada Driving Loyalty Through Purpose, Partnerships, and Personalization 24:58

12 днів тому24:58

24:58

Send us a text In a highly competitive and commoditized fuel retail landscape, Petro-Canada, a Suncor business, is refining what customer loyalty looks like. Celebrating 50 years of serving Canadians coast to coast, the brand is leveraging deep insights, digital transformation, and purpose-driven partnerships to build emotional loyalty and maintain its relevance in an evolving market. At the heart of this initiative is Amanda Mitchell, Head of Loyalty at Petro-Canada, alongside Monica Stevenson, Strategic Partnerships Manager. With decades of combined experience in loyalty, marketing, and customer engagement, the duo is leading efforts to make Petro-Points, one of Canada's longest-running loyalty programs, more impactful, accessible, and emotionally resonant. Mitchell and Stevenson recently joined Loyalty360’s Ethan Perry on the Leaders in Customer Loyalty podcast to discuss how Petro-Canada is innovating in loyalty, managing complexity, and preparing for the next generation of customer expectations.…

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Leaders in Customer Loyalty Industry Voices: Maritz’s Mary Luckey on Reward Strategy, Personalization, and the Future of Loyalty 21:46

14 днів тому21:46

21:46

Send us a text For brands aiming to deepen engagement and create meaningful loyalty experiences, the traditional "earn and burn" model is no longer enough. In today’s Industry Voices , Mary Luckey, Reward Strategy Director at Maritz , shares her perspective on how loyalty programs must evolve to remain relevant — and why reward strategy is at the heart of that transformation. With more than two decades at Maritz — and experience across both consumer and B2B loyalty programs — Luckey focuses on what she calls "the really fun part" of loyalty: shaping the rewards members earn. "My role is about working with account teams and clients to ensure they offer the right rewards — whether it's merchandise, gift cards, travel, or experiences — and crafting redemption experiences that truly drive loyalty," she explains. At Maritz, the approach to customer loyalty goes well beyond points and transactions. Luckey describes loyalty as a relationship, not a straight line, emphasizing that customer engagement must be seen as a living journey rather than a single outcome. "Since Maritz has always focused on people and behavior change, we design loyalty journeys that tap into emotions," she says. For example, encouraging members who redeem for a major travel reward to create a photo book afterward helps them savor memories and dream about the next trip — subtly pulling them deeper into the brand experience.…

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Executive Spotlight: Tim Glomb, Wunderkind 18:06

17 днів тому18:06

18:06

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

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Leaders in Customer Loyalty Brand Story: Virginia Lottery Bets Big on Customer Loyalty with Purpose-Driven Personalization 24:51

19 днів тому24:51

24:51

Send us a text In a category often rooted in tradition, the Virginia Lottery is proving that innovation in customer loyalty can thrive even in a highly regulated and complex environment. Under the leadership of Prudence Milligan, Senior Customer Strategy Manager, the Virginia Lottery has launched a forward-thinking, points-based loyalty program that not only sets a precedent within the lottery industry but also reflects a larger commitment to community impact and customer engagement. “Our mission at the Virginia Lottery is to generate revenue for K-12 public education,” Milligan explained. “Last year we generated more than $934 million for public schools and, since 1999, we’ve contributed more than $13 billion to schools in the Commonwealth.” But while the mission remains paramount, the Virginia Lottery is equally focused on reshaping how players engage with its brand, particularly in an increasingly competitive marketplace.…

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Industry Voices: Accelerating Loyalty Through Mobile-First Engagement with Bambu’s Kyle Pretsch 33:41

21 день тому33:41

33:41

Send us a text Brands are inundated with tools, touchpoints, and evolving consumer behaviors amid increasing economic uncertainty. In the current context the challenge isn't merely building loyalty, it’s operationalizing it at scale and speed. For Kyle Pretsch, President of Bambu , the solution starts with a fundamental shift in perspective: meet customers where they are, move fast, and deliver value with intent. In this edition of Loyalty360’s Industry Voices , Pretsch shares how Bambu is redefining what it means to be “mobile-first,” why customer loyalty needs to go back to fundamentals, and how brands can build loyalty programs that are both responsive and resilient in today’s attention economy.…

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Everyday Getaways and Extraordinary Customer Loyalty: A Deep Dive with Tropical Smoothie Cafe® 25:22

26 днів тому25:22

25:22

Send us a text In today's highly competitive restaurant landscape, standing out requires more than just great food. It demands seamless digital experiences, deep emotional connections, and a loyalty strategy that touches every part of the brand. Tropical Smoothie 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.…

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Leaders in Customer Loyalty Industry Voices: Switchfly’s Nowell Outlaw on Travel as the Ultimate Loyalty Catalyst 25:35

28 днів тому25:35

25:35

Send us a text Brands are continually seeking innovative ways to enhance member engagement and provide additional value through their customer loyalty strategies. Integrating travel experiences into rewards portfolios has emerged as a compelling strategy to achieve these goals. In this edition of Leaders in Customer Loyalty: Industry Voices , Loyalty360’s Ethan Perry speaks with Nowell Outlaw, CEO of Switchfly, a travel experience platform that assists companies in creating memorable moments for their customers and employees. Outlaw discusses Switchfly's role in enhancing loyalty and rewards programs, its expansion into employee recognition solutions, and the impact of personalization and AI on the future of customer loyalty.…

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Executive Spotlight: Ryan Draude, Giant Foods 37:13

4 weeks тому37:13

37:13

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

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Publix’s Approach to Nurturing Loyalty with a People-First, Legacy-Driven Approach 24:18

5 weeks тому24:18

24:18

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.…

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Industry Voices: Jonathan Silver of Engage People on the Power of Pay with Points and Loyalty Innovation 22:01

5 weeks тому22:01

22:01

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.…

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Leaders in Customer Loyalty Brand Stories featuring Office Depot | Enhancing the Customer Experience in Today’s Work Environment 27:32

6 weeks тому27:32

27:32

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.…

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Leaders in Customer Loyalty Brand Stories featuring Feeding America 28:50

7 weeks тому28:50

28:50

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.…

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Leaders in Customer Loyalty Brand Stories featuring Portillo’s 29:49

8 weeks тому29:49

29:49

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.…

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Leaders in Customer Loyalty: Executive Spotlight featuring Per Jensen, Director of Loyalty, Stop and Shop 26:47

8 weeks тому26:47

26:47

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.…

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First Tech's Commitment to Innovation and Customer Loyalty: An Exclusive Interview with Mairi Burns 32:22

9 weeks тому32:22

32:22

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.…

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Leaders in Customer Loyalty: Executive Spotlight Featuring Don Smith, Chief Consulting Officer, Capillary 42:30

9 weeks тому42:30

42:30

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.…

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Leaders in Customer Loyalty: Brand Stories | How Applebee’s Date Night Pass is Redefining Romantic Dining 25:55

10 weeks тому25:55

25:55

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.…

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Leaders in Customer Loyalty: Industry Voices Featuring Mladen Vladic, Head of Products and Services for Loyalty at FIS 29:01

10 weeks тому29:01

29:01

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.…

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Leaders in Customer Loyalty: Executive Spotlight featuring Aly Blawat, Senior Director of Customer Strategy at Blain’s Farm and Fleet 32:42

10 weeks тому32:42

32:42

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.…

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Setting Sail with Loyalty: How Cruises.com Rewards is Charting a New Course in Cruise Industry Engagement 17:57

11 weeks тому17:57

17:57

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.…

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Leaders in Customer Loyalty: Industry Voices Featuring Alexa Pak from Talon.One 15:08

11 weeks тому15:08

15:08

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.…

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Leaders in Customer Loyalty Executive Spotlight: Amy Barnett, Vice President of Digital Experience and Loyalty at Cracker Barrel 40:54

11 weeks тому40:54

40:54

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!…

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Loyalty Beyond the Cart: How United Supermarkets Gamifies Wellness and Engagement 30:58

12 weeks тому30:58

30:58

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.…

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Leaders in Customer Loyalty: Industry Voices: Don Smith, Chief Consulting Officer at Capillary 36:16

12 weeks тому36:16

36:16

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.…

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How HTeaO is Brewing Emotional Loyalty Through an Elevated Iced Tea Experience 29:50

14 weeks тому29:50

29:50

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.…

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Pizza, Play, and a Fun Pass: How Chuck E. Cheese is Winning Hearts and Wallets 24:52

15 weeks тому24:52

24:52

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…

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Loyalty Live: Key Customer Loyalty Trends with Phaedon’s Katie Berndt 20:52

15 weeks тому20:52

20:52

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…

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Loyalty Live: Bounteous’ Ellen Green on Partnerships, Gamification, and Emotional Loyalty in 2025 17:23

16 weeks тому17:23