Leaders in Customer Loyalty, Powered by Loyalty360

#551: Leaders in Customer Loyalty: Brand Stories | How Sandals Balances AI with Personal Relationships to Build Greater Loyalty Oct 8, 2026 2481 Send us Fan MailWhen Peter Menges, Senior Vice President of Customer Engagement and Insight Loyalty at Unique Vacations, Inc., an affiliate of the worldwide representative of Sandals and Beaches Resorts, looks at the loyalty space today, he no longer sees any excuse for brands to fail to deliver highly personalized experiences for their customers. He notes that with the advent of artificial intell

#550: Leaders in Customer Loyalty: Brand Stories | How Audience Rewards Builds Loyalty for the Vast Broadway Ecosystem Oct 1, 2026 1584 Send us Fan MailOne of the primary goals for a loyalty program is to not only build engagement with a brand’s customers, but to develop an emotional connection between their members and their brand. For Audience Rewards, this latter aim is perhaps a lot less daunting a task to pull off than it is for many others in the loyalty space. As the official rewards program for Broadway, Audience Rewards i

#549: Leaders in Customer Loyalty: Brand Stories | How Weigel’s Still Finds New Ways to Engage with its Customers After 95 Years Sep 24, 2026 1545 Send us Fan MailThere’s no question that the digital experience has become vital to the overall performance of loyalty programs today, with customers expecting to shop, pay, and redeem points all through an app. For Weigel's, a regional c-store chain with about 90 locations centrally located in East Tennessee, this summer provided an ideal time to get creative with its digital experience. Cel

#548: Leaders in Customer Loyalty: Brand Stories | How DICK'S Powers the Athlete’s Journey Beyond the Point of Purchase Sep 17, 2026 1573 Send us Fan MailWhen many brands talk about the customer journey, they are often talking about how their customers interact with their products and services up to the point of purchase. But for DICK'S Sporting Goods, the customer journey is actually an athlete’s journey—and that journey doesn’t end at the point of purchase. Kate Fedishen, Vice President of Marketing Transformation at DICK&apo

#547: Leaders in Customer Loyalty: Brand Stories | Why DraftKings Looks Beyond the Betting Industry to Improve its Customer Experience Sep 10, 2026 2124 Send us Fan MailAlthough online sports betting has surged in popularity since the U.S. Supreme Court legalized state-authorized sports betting nationwide in a landmark 2018 ruling, the industry remains dominated by just a small number of key players. But the way Shawn Henley approaches his job as Chief Customer Officer for DraftKings—one of the two biggest sports betting apps in the world—is to c

#546: Leaders in Customer Loyalty: Brand Stories | Circle K is Rewarding its Loyalty Members One Visit at a Time Sep 3, 2026 2220 Send us Fan MailAs Head of Loyalty at Circle K, one of the primary ways that Carly Lee ensures that she and other executives at the convenience store chain are meeting their customers' needs is by actually listening to what their customers are telling them. Lee spends a considerable amount of time going through customer feedback, while also monitoring how they’re engaging with the brand. One

#545: Leaders in Customer Loyalty: Supplier Voices | How Ibotta Uses Data to Help Brands Reach Increasingly Elusive Consumers Sep 1, 2026 2393 Send us Fan MailThe way Chris Riedy sees it, this is either a very exciting time to be in the consumer packaged goods (CPG) industry, or a really scary time. What’s creating these two views of the industry is the fact that it is undergoing a tremendous amount of evolution that creates new opportunities, but the playbooks that used to work are much less effective today. Riedy, who is Chief Revenue

#544: Leaders in Customer Loyalty: Supplier Voices | How Tillo’s Connected Ecosystem Helps Lessen Friction in the Loyalty Space Aug 25, 2026 1727 Send us Fan MailFor Bill Warshauer, the Chief Revenue Officer at Tillo, a reward can do much more than help a company complete a transaction. It can also produce measurable and meaningful value for companies by changing behavior, creating moments of connection, and strengthening relationships. Tillo helps brands deliver on all these needs. The company, which is a global gift-card network purpose-b

#543: Leaders in Customer Loyalty: Brand Stories | How Journeys Keeps Customers Engaged Across Fast-Moving Trends Aug 20, 2026 1614 Send us Fan MailAll marketers face the challenge of adapting to changing consumer expectations and behaviors, regardless of industry. But Eric Creel, Loyalty Program Manager at shoe retailer Journeys, notes that this challenge can be especially tricky to navigate in his industry. “In a weird way, I'd say one of the biggest challenges is also one of the things that I find the most interesting,

#542: Leaders in Customer Loyalty: Supplier Voices | How adjoe is Redefining Loyalty Through Games and Entertainment Aug 18, 2026 871 Send us Fan MailBrands across nearly every industry face a similar challenge with their loyalty programs: how to give consumers a meaningful reason to engage more often that also keeps them coming back. For adtech firm adjoe, connecting mobile gaming to loyalty programs is an effective way for brands to drive engagement because it taps into something millions of people already do, mobile gaming, a

#541: Leaders in Customer Loyalty: Brand Stories | RBC's Loyalty Program is a Broad Value Proposition for All Canadians Aug 13, 2026 1770 Send us Fan MailIn this episode of Leaders in Customer Loyalty: Brand Stories, RBC’s James Lombardi explores how Avion Rewards has evolved into a broad loyalty ecosystem open to all Canadians. He discusses RBC’s approach to strategic partnerships, the continued importance of travel rewards, and how AI and hyper-personalization are helping the bank deliver more relevant value and experiences to mem

#540: Leaders in Customer Loyalty: Brand Stories | How TGI Fridays Has Rebuilt its Digital Experience for the Modern Age Aug 6, 2026 1516 Send us Fan MailSince joining TGI Fridays in January 2025 as Director of Global Marketing, Christopher Houston has made it one of his priorities to ensure that the company’s digital platforms serve as a conduit for the brand, rather than a barrier. Houston is focused on innovating to create a digital guest journey that is streamlined not just for TGI Fridays’ current guests, but also the next digi

#539: Leaders in Customer Loyalty: Supplier Voices | Why Hightouch Thinks AI Should Transform Marketing Workflows, Not Just Campaigns Aug 4, 2026 1351 Send us Fan MailWhen Anthony Chiulli talks with lifecycle marketing teams, he rarely hears marketers having a shortage of campaign ideas. Instead, he hears about the campaigns that never get the chance to launch. According to the Product Marketing leader for lifecycle at Hightouch, marketers don't struggle with creativity. They struggle with the lengthy workflows, approvals, and handoffs requ

#538: Leaders in Customer Loyalty: Brand Stories | How Catalyst Brands Is Building a Connected Retail Ecosystem Through Customer Loyalty Jul 30, 2026 2229 Send us Fan MailCatalyst Brands is redefining what it means to build a modern retail portfolio. Formed in early 2025 through the merger of JCPenney, Aéropostale, Brooks Brothers, Lucky Brand, and Nautica, the company has spent the past 18 months bringing together five iconic brands with distinct customer bases and rich histories. Now, the focus is shifting from integration to growth, with loyalty,

#537: Leaders in Customer Loyalty: Supplier Voices | Why Group O Thinks Loyalty Programs Should be Built to Pivot Quickly Jul 28, 2026 1449 Send us Fan MailWhen Paul Flemr is asked about the advice that he would give brands looking to improve their customer loyalty experience strategy, the Senior Vice President of Incentive Marketing Solutions at Group O has a simple message for them. “Engage with passion and purpose,” Flemr said. The way Flemr sees it, engagement is the strength of loyalty, the thing that will drive the program’s su

#536: Leaders in Customer Loyalty: Brand Stories | How SIXT Has Used AI to Put Personalization at the Core of its Loyalty Program Jul 23, 2026 2614 Send us Fan MailWith more than 30 years of experience in the travel industry—including five years as CFO of Hertz and another five as CFO of Hilton Worldwide—Tom Kennedy brings a deep understanding of traveler expectations and the evolving needs shaping the industry. And so, when Kennedy became President, North America of rental car company SIXT nearly six years ago, he was focused on improving th

#535: Leaders in Customer Loyalty: Supplier Voices | As Loyalty Programs Go Digital, MTL Card Still Sees Physical Cards as an Important Customer Engagement Tool Jul 21, 2026 995 Send us Fan MailBrands have understandably been focused for years now on improving the digital experience of their loyalty programs by launching or redesigning their apps, recognizing how much customers prioritize convenience today—and how convenience often means being able to do everything on their phones. However, Sallie Williams, Sales and Marketing Director of Gift and Loyalty at MTL Card, thi

#534: Leaders in Customer Loyalty: Brand Stories | How Scene+ Curates its Loyalty Ecosystem to Fit Member Needs Jul 16, 2026 2334 Send us Fan MailWhen Candice Troupe, the Senior Vice President of Marketing & Partnerships at Scene+, assesses the loyalty space in Canada, one word comes to mind: crowded. She notes that the average Canadian has about 15 loyalty cards in either their physical or digital wallet. While this growth in loyalty is a welcome development for Canadians, an increasingly crowded marketplace can also m

#533: Leaders in Customer Loyalty: Brand Stories | How Food Lion is Evolving Without Sacrificing Emotional Loyalty Jul 9, 2026 1179 Send us Fan MailBefore Nicole Hulstein began her role as Loyalty Campaign Development Manager at Food Lion, she worked in category management for the grocery chain, primarily focused on produce. And while there might not seem to be a very close connection between loyalty programs and produce, Hulstein sees her former role with the company influencing her approach to her current role. "That ba

#532: Leaders in Customer Loyalty: Supplier Voices | AI Has Created an Inflection Point for Loyalty. Are Brands Ready for it? Jul 7, 2026 1575 Send us Fan MailPlatforms such as Spotify, Amazon, and Netflix have not only innovated how people consume music, shop for everyday items, and watch movies and television—they have also permanently transformed the relationship that consumers have with brands. By training consumers to expect experiences tailored to their preferences, these platforms have made personalization, convenience, and seaml

#531: Leaders in Customer Loyalty: Brand Stories | How SECU Built Trust With its Members Before Launching its Loyalty Program Jun 25, 2026 1264 Send us Fan MailFor most financial institutions, launching a new rewards credit card means explaining the benefits to customers. For the North Carolina State Employees’ Credit Union (SECU), it meant starting much closer to home. When SECU introduced its new rewards card portfolio last year, the credit union wasn't simply adding another product. It was introducing an entirely new rewards ecosy

#530: Leaders in Customer Loyalty: Brand Stories | ButcherBox’s Customer-Obsessed Values Are Driving its Loyalty Program Jun 18, 2026 1237 Send us Fan MailWhen Reba Hatcher, Chief Commercial Officer for ButcherBox, looks back on the origins of her company’s loyalty program, she sees it being driven in part by the fact that she’s a self-proclaimed “data nerd.” Before becoming Chief Commercial Officer, Hatcher served as chief of staff to ButcherBox co-founder and CEO Mike Salguero and also led the company’s data analytics platform. And

#529: Leaders in Customer Loyalty: Brand Stories | Inside WestJet’s Strategy to Keep Loyalty Simple in a Crowded Market Jun 11, 2026 2123 Send us Fan MailAs one of the pioneers of loyalty and rewards programs, the airline industry has long known the value these programs bring when it comes to customer engagement and retention. But in the aftermath of the Covid-19 pandemic—which ground travel to a halt—airline rewards programs became arguably more important than ever, as airlines across the world sought to get people flying again. B

#528: Leaders in Customer Loyalty: Brand Stories | How Nothing Bundt Cakes Turned a Dormant Rewards Program into an Award Winner Jun 4, 2026 1855 Send us Fan MailWhen Jenn McMillen began her role as Vice President of Guest Loyalty and Insights at Nothing Bunt Cakes in November 2024, she was tasked with the enormous responsibility of jumpstarting a loyalty program that was essentially dormant. Launched nationally two months earlier in tandem with the launch of the company’s new app, Bundt Rewards was a loyalty program in name only, as McMill

#527: Leaders in Customer Loyalty: Brand Stories | How Wyndham Hotels & Resorts is building customer loyalty beyond hotel stays May 28, 2026 1779 Send us Fan MailWyndham Hotels & Resorts, which was founded in 1981, has become one of the world's largest hotel franchising companies with over 8,000 properties across 100 countries and over 20 brands across the world. But competition remains fierce in the travel hospitality industry, even for a company like Wyndham that has built a massive global footprint. As the competitive landscape

#526: Leaders in Customer Loyalty: Supplier Voices | How FIS is Helping Brands Build Loyalty in the Agentic World May 26, 2026 1494 Send us Fan MailThe advent of artificial intelligence is expected to create significant opportunities for brands to connect with consumers through AI-powered loyalty programs that become increasingly more efficient and personalized. But Jakob Harrison, Head of GTM for Payment Networks at fintech company FIS, notes that just like all new technology, AI will also bring new challenges for brands. Thi

#525: Leaders in Customer Loyalty: Brand Stories | How Firehouse Subs’ Mission Has Strengthened Emotional Loyalty With Its Guests May 21, 2026 1424 Send us Fan MailCompanies often speak of their mission as a core business purpose centered around the primary products or services that it is producing to serve its customers and create value. But for Firehouse Subs, its mission is twofold: One is serving its customers the hot subs they crave, and the other is serving first responders across the country. The company, which was founded in 1994 by

#524: Leaders in Customer Loyalty: Supplier Voices | CarltonOne Helps Clients Build Global Loyalty Programs that are Meaningful May 19, 2026 1577 Send us Fan MailWhen most people think about loyalty programs, they likely think about the ones that are designed for consumers — gift cards, travel points, credit card rewards, and other perks that brands use to deepen their relationship with their members. CarltonOne is a Canadian technology company that provides the platform powering these types of programs for roughly 200 clients in financial

#523: Leaders in Customer Loyalty: Brand Stories | How SharkNinja Drives Customer Loyalty through Customer Engagement Apr 30, 2026 1718 Send us Fan MailEven as SharkNinja has grown into a home goods behemoth with a market cap over $17 billion, the fundamental expectations of its customers have remained the same: They want to see the company deliver the same value it has always provided them. Known for its Shark vacuums and its Ninja blenders among other products, SharkNinja still focuses on one consumer at a time. Or to put it ano

#522: Leaders in Customer Loyalty: Supplier Voices | Bringing Data Together: Why a Modern Tech Stack is Crucial to Personalizing Customer Journeys Apr 28, 2026 2253 Send us Fan MailOne of the challenges that brands can often face when implementing a loyalty program is getting key stakeholders on the same page about the value of the initiative. More specifically, a chief financial officer and a chief marketing officer might have very different views of the program, with the former seeing it as a cost center while the latter sees it as a growth engine. A CFO c

#521: Leaders in Customer Loyalty: Brand Stories | How Schlotzsky’s Deli is Returning to its Roots While Also Focusing on the Future Apr 23, 2026 1986 Send us Fan MailIt was in McAllen, a small town just over 300 miles from Austin, where Donna Varner had a revelation about her new employer. Varner had been hired by Schlotzsky's Deli as Chief Brand Officer, and one of her first tasks was to lead the deli franchise through a rebranding effort. While trying to get back to Schlotzsky’s home base in Austin one day, a storm in Texas led to cance

#520: Leaders in Customer Loyalty: Brand Stories | How Deutsche Telekom AG Is Expanding Loyalty Beyond Telecom Apr 16, 2026 2631 Send us Fan MailFor most consumers, telecom is largely invisible. It powers everyday moments, streaming, messaging, navigation, but rarely commands attention. When it does, expectations are straightforward: reliable service, fair pricing, and a seamless experience. For Deutsche Telekom AG, meeting those expectations is only part of the equation. The company is focused on extending its role beyond

#519: Leaders in Customer Loyalty: Brand Stories | How PNC Is Rethinking Loyalty in Banking Apr 9, 2026 1995 Send us Fan MailFor most consumers, banking isn’t something they think about every day, until they need it. Opening an account, managing expenses, planning for the future. In those moments, the expectation is simple: clarity, confidence, and a sense that their bank is working in their best interest. For PNC, meeting those expectations goes beyond products or transactions. It’s about delivering a c

#518: Leaders in Customer Loyalty: Brand Stories | Reigniting the Experience: How P.F. Chang’s Is Redefining Loyalty Through Status, Access, and Experience Apr 2, 2026 1758 Send us Fan MailFor many consumers, dining out isn’t just about the food. It’s about the occasion. A birthday celebration. A long-overdue dinner with friends. A familiar favorite that brings back memories of why you fell in love with a brand in the first place. For P.F. Chang’s, those moments have always been part of its identity. Known for its Pan-Asian cuisine, distinctive ambiance, and shareabl

#517: Leaders in Customer Loyalty: Supplier Voices | Mobile Loyalty in Motion: How Messaging Platforms Are Reshaping Customer Engagement Mar 31, 2026 1729 Send us Fan MailFor many brands, the future of customer loyalty is increasingly unfolding on mobile phones. Mobile engagement platforms are quickly becoming central to how brands build relationships, deliver timely value, and personalize experiences at scale. As loyalty programs evolve from transactional reward systems to continuous engagement ecosystems, mobile messaging is emerging as one of the

#516: Leaders in Customer Loyalty: Brand Stories | Getting Customers Back on the Road: How Advance Auto Parts Is Redesigning Loyalty Around Value and Simplicity Mar 26, 2026 2215 Send us Fan MailFor most consumers, auto parts aren’t something they think about until something goes wrong. A dead battery before work. Worn brakes before a long trip. An unexpected repair that can’t wait. In those moments, the expectation is simple: get what you need, quickly, confidently, and at a fair value. For Advance Auto Parts, that reality has shaped its business for more than 90 years, n

#515: Leaders in Customer Loyalty: Brand Stories | Redefining Laundry Convenience: How Tide Services Is Simplifying Loyalty and Care Mar 19, 2026 2424 Send us Fan MailLaundry is one of life’s most universal routines, something every household manages, yet few people genuinely enjoy. For Tide, long recognized for its leadership in laundry products, that everyday challenge has become an opportunity to rethink how garment care services can deliver convenience, care, and loyalty. Through Tide Services, a subsidiary of Procter & Gamble, the brand

#514: Leaders in Customer Loyalty: Supplier Voices | Inside Hightouch’s Perspective on the Data, AI, and Lifecycle Shifts Reshaping Loyalty in 2026 Mar 17, 2026 2351 Send us Fan MailAs brands enter 2026, loyalty is being reshaped by a blunt reality: customer acquisition costs keep climbing, and retention is now a core growth lever. Loyalty programs are no longer viewed as optional perks or promotional add-ons. They’re becoming strategic moats, powered by first-party data, lifecycle marketing, and increasingly, AI-enabled decisioning. We recently spoke with Luk

#513: Leaders in Customer Loyalty: Supplier Voices | Loyalty’s Intelligence Era: How Partnerships, Data Context, and Emotional Relevance Are Redefining Customer Loyalty for 2026 Mar 10, 2026 2868 Send us Fan MailFor many brands, figuring out how to improve loyalty outcomes in 2026 can feel a bit like searching for the meaning of life: Complex, constantly evolving, and deeply personal. What drives loyalty today isn’t one universal formula, but a shifting mix of data intelligence, emotional relevance, and contextual value that looks different for every customer. Sean Claessen, EVP of Innovat

#512: Leaders in Customer Loyalty: Brand Stories | Designing Loyalty for the Way People Travel: Choice Privileges’ Evolving Value Strategy Mar 5, 2026 1762 Send us Fan MailWhat if hotel loyalty wasn’t built just for road warriors, but for the way the average person actually travels? That’s the question driving the evolution of Choice Privileges. As travel behaviors shift and consumers demand more flexibility and recognition, Choice Hotels International is reshaping its loyalty strategy to deliver rewards that feel achievable, relevant, and worth comi

#511: Leaders in Customer Loyalty: Brand Story | From Sticker Cards to Smart Rewards: Hot Head Burritos Evolves Loyalty Feb 26, 2026 1276 Send us Fan MailNearly two decades after first firing up the grill, Hot Head Burritos, with its fiery mascot Leroy leading the charge, has grown from a Dayton favorite into a fast-casual brand with serious regional momentum. Known for bold flavors and an increasingly sophisticated digital loyalty strategy, the chain now spans 86 locations across nine states and continues finding new ways to connec

#510: Leaders in Customer Loyalty: Supplier Voices | Inside Valuedynamx’s Perspective on the Forces Redefining Loyalty in 2026 Feb 24, 2026 1174 Send us Fan MailAs loyalty programs move into 2026, brands are confronting a fundamental shift: loyalty is no longer sustained by accumulation alone. Points, miles, and introductory bonuses still matter, but they no longer guarantee relevance or emotional attachment. Instead, transparency, experiential value, and ongoing engagement are becoming the defining forces shaping how loyalty programs earn

#509: Leaders in Customer Loyalty: Brand Stories | Listening Before Leading: Friendly’s New Approach to Customer Loyalty Feb 19, 2026 1251 Send us Fan MailFew restaurant brands carry the emotional weight of Friendly’s. Founded in 1935 during the Great Depression, the brand was built on a simple but enduring belief: even in hard times, people deserve comfort, joy, and togetherness. Nearly 90 years later, that purpose still anchors Friendly’s strategy. But executing Friendly’s brand strategy is rapidly evolving. Under the leadership

#508: Leaders in Customer Loyalty: Brand Stories | Inside Jollibee’s Digital-First Loyalty Strategy Driving Rapid Expansion Feb 12, 2026 949 Send us Fan MailIn the latest edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Rachel Masocol, Director of Digital Marketing and Ecommerce for Jollibee Group, North America, about how the company’s rapid growth and loyalty program redesign are driven by increasing digital engagement. Jollibee has always been about more than just chicken—despite being voted America’s num

#507: Leaders in Customer Loyalty: Supplier Voices | Travel Loyalty Enters Its ‘Choose Your Own Adventure’ Era Feb 10, 2026 1895 Send us Fan MailAs loyalty programs look toward 2026, few categories are under more pressure to evolve than travel. Shifting consumer expectations, accelerating AI adoption, and rising demands for immediacy are forcing brands to rethink how loyalty shows up, not just at booking, but throughout the entire journey. In this Supplier Voices conversation, Nowell Outlaw, Chief Executive Officer of Switc

#506: Leaders in Customer Loyalty: Brand Stories | How Simon Is Redefining Loyalty in Shopping Centers Feb 5, 2026 2520 Send us Fan MailCustomer loyalty has become a cornerstone of modern brand strategy, but for shopping center owners, it has never been a simple equation. Without control of the point of sale and with thousands of independent retailers operating under one roof, building a cohesive loyalty program presents challenges most consumer brands never face. That tension is what ultimately shaped Simon+™: a

#505: Leaders in Customer Loyalty: Brand Stories | Hilton Builds Loyalty Through Flexibility, Recognition, and Human-Centered Travel Jan 29, 2026 2036 Send us Fan MailFor more than a century, Hilton has been shaping how people experience hospitality. Today, the company spans 26 brands, 9,000 properties, and 141 countries and territories, yet its loyalty strategy remains grounded in a simple idea: make travelers feel seen, valued, and supported at every stage of their journey. In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty

#504: Leaders in Customer Loyalty: Supplier Voices | How Phaedon Sees Loyalty Evolving from Programs to Personal Systems in 2026 Jan 27, 2026 2172 Send us Fan MailAs loyalty leaders look toward 2026, the conversation is shifting away from feature sets and toward fundamentals: trust, relevance, and human connection. While artificial intelligence is accelerating what brands can do with data and personalization, it is also forcing a reassessment of what customers actually value in their relationships with brands. In a recent conversation with D

#503: Leaders in Customer Loyalty: Brand Stories | Papa Murphy’s “Take and Bake” Pizza Reinvents Customer Engagement & Loyalty Jan 22, 2026 2025 Send us Fan MailPapa Murphy’s has sliced out a unique position in the crowded pizza category with a simple yet transformative idea: pizzas made fresh in-store, taken home, and baked by the customer. With more than 1,000 locations across the U.S., including franchise-owned stores, the brand continues to differentiate through both product and experience. Loyalty360 recently spoke with Jason Focht, V

#502: Leaders in Customer Loyalty: Supplier Voices | Capillary on Loyalty Trends Shaping 2026 Jan 20, 2026 1807 Send us Fan MailLoyalty programs aren’t failing because they lack features: they’re failing because customers don’t feel value fast enough. As consumer budgets tighten and expectations accelerate, patience has become one of the scarcest resources brands contend with. Loyalty is no longer judged by what it promises over time, but by how quickly it proves its worth. We spoke with Don Smith, Global C

#501: Leaders in Customer Loyalty: Brand Stories | CAVA Blends Bold Mediterranean Flavors with Experience, Innovation, and Outstanding Service Jan 15, 2026 1655 Send us Fan MailAs one of the fastest-growing fast-casual brands, Mediterranean eatery, CAVA, was founded in 2010 as a full-service restaurant. The company’s goal is to make delicious food that customers feel good about buying and eating. Today, the company has grown substantially, with more than 400 restaurants in 28 states across the country. In this edition of Leaders in Customer Loyalty: Brand

#500: Leaders in Customer Loyalty: Industry Voices | Bounteous on the Shifts Redefining Customer Loyalty Jan 13, 2026 1710 Send us Fan MailAs brands enter 2026, loyalty strategies are being reshaped by economic pressure, rapidly shifting consumer expectations, and the accelerating role of technology. Rising costs, tighter margins, and changing audience behaviors have forced organizations to rethink how they create value that’s not just through rewards, but through relevance, ease, and emotional connection. We recently

#499: Leaders in Customer Loyalty: Brand Story | A Century of the Crave: White Castle's Recipe for Retaining Loyal Fans for 105 Years Jan 8, 2026 1596 Send us Fan MailWhite Castle’s loyal fan base has kept America’s “first fast-food hamburger chain” in business for nearly 105 years. What makes this brand still appeal to consumers and continue to expand, especially when other chains struggle to keep the doors open? Loyalty 360 spoke with Jamie Richardson, Vice President of Marketing and Public Relations at White Castle, on the brand’s longevity

#498: Leaders in Customer Loyalty: Industry Voices | Inside Kobie’s Perspective on the Forces Shaping Loyalty in 2026 Jan 6, 2026 1562 Send us Fan MailAs brands look ahead to 2026, loyalty programs are evolving beyond transactions toward deeper emotional connection, relevance, and trust. Shifting consumer expectations and broader uncertainty are accelerating this change. We recently spoke with Hayley Hanel, Senior Manager of Strategic Consulting at Kobie, who shared how growing unease around social, political, and economic change

#497: Leaders in Customer Loyalty: Brand Stories | Teriyaki Madness: Driving National Growth Using Tech, Flavor, and Fun! Dec 18, 2025 2073 Send us Fan MailKnown for its irreverent attitude, unstoppable energy, and Seattle-style teriyaki bowls, Teriyaki Madness has always taken its food, but never itself, seriously. Founded in 2003 by friends who wanted to bring Seattle’s teriyaki culture to Las Vegas, Teriyaki Madness was purchased by its current CEO, Michael Haith, in 2016. Now headquartered in Denver, Colorado, the self-proclaimed

#496: Leaders in Customer Loyalty: Industry Voices | Blings: Putting the Personal into Loyalty Programs Dec 16, 2025 2031 Send us Fan MailBlings, a global company headquartered in New York, New York, is using patented AI-powered MP5 technology to help companies create personalized, interactive videos that connect with customers in real-time. The platform pulls in live data to create each video and customize loyalty offers and gamified experiences, engaging customers and boosting conversion for clients. Loyalty 360 sp

#495: Leaders in Customer Loyalty: Brand Stories | Baked-In Loyalty: Toppers Pizza’s Recipe for Connection and Growth Dec 11, 2025 3049 Send us Fan MailFor more than 30 years, Toppers Pizza has gone beyond crafting inventive, high-quality pizzas to delivering an experience that keeps guests coming back time and time again. With 60 stores across 14 states, the Wisconsin-based chain has built a loyal following thanks to its fun, late-night-friendly menu, fresh ingredients, and a focus on community connection. The brand has become a

#494: Leaders in Customer Loyalty: Industry Voices | Collinson International Creates Enhanced Customer Lounge Experiences for Today’s Travelers Dec 9, 2025 1554 Send us Fan MailCollinson International, a privately-owned provider of global travel and customer loyalty programs, doesn’t offer your run-of-the-mill airport experience. Instead of being squeezed in plastic seating, knee to knee with fellow travelers in the main concourse, the company provides a premium airport lounge experience with a range of amenities. Loyalty360 spoke with Jeremy Dalkoff VP

#493: Leaders in Customer Loyalty: Brand Stories | Wings and Rings: Loyalty is Everything Dec 4, 2025 2206 Send us Fan MailFamilies searching for a relaxed, local restaurant to enjoy good food at a reasonable price, and avid sports fans looking for a place to munch on chicken wings while catching the latest game might find Wings and Rings perfectly meets their needs. Established in 1984 in Cincinnati, Ohio, the 41-year-old sports franchisee concept now has 85 locations, 60 within the U.S. and 25 intern

#492: Leaders in Customer Loyalty: Industry Voices | The New Incentive Landscape: Maritz's Collections Motivate Members Dec 2, 2025 1516 Send us Fan MailLoyalty360 spoke with Mike Donini, Senior Buyer at Maritz, one of the largest full-service incentive and loyalty partners in North America. Maritz began in 1894 as a family-run wholesaler and manufacturer of fine jewelry and watches. During the Great Depression, Maritz pivoted its business to generate income, selling its merchandise to businesses as sales and service awards. The ne

#491: Leaders in Customer Loyalty: Brand Stories | How Insomnia Cookies Turns Late-Night Cravings Into Community Nov 20, 2025 2617 Send us Fan MailLong after most bakeries close, Insomnia Cookies comes to life, satisfying the late-night cravings of students and sweet-tooth fans alike. Founded in 2003 in a University of Pennsylvania dorm room, the brand has transformed a simple idea into a full-fledged movement, growing to more than 350 locations globally and earning millions of devoted fans worldwide. In a recent conversation

#490: Leaders in Customer Loyalty Industry Voices: Driving Emotional Connections That Survive Competitive Pressures Nov 18, 2025 1200 Send us Fan MailHow do your customers honestly feel about your brand? Are they just interested in discounts, or do they really believe your brand cares about what they think, buy, and experience when they shop with you? Are there strategic moves your company can make to create a stronger, more lasting relationship with both customer loyalty program members and non-members alike? Mark Johnson, CEO

#489: Leaders in Customer Loyalty: Brand Story | Reimagining Loyalty at Sea: Inside Carnival Cruise Line’s New Rewards Experience Nov 13, 2025 1815 Send us Fan MailAs customer expectations shift and loyalty programs across industries evolve, Carnival Cruise Line is setting a new course for what engagement can look like at sea. Building on over 50 years of guest passion and brand recognition, the company is introducing an entirely new loyalty framework that mirrors the sophistication of leading airline and hotel programs, while keeping the fun

#488: ITA Group on Quantifying Emotional Loyalty: Turning Connection into Measurable Business Impact Nov 11, 2025 937 Send us Fan MailIn this episode of Leaders in Customer Loyalty: Industry Voices, Loyalty360’s Ethan Perry sat down with Chris Jones, Senior Vice President of Engagement Solutions at ITA Group, to explore how brands are translating emotional loyalty from an abstract concept into a measurable driver of business growth. As a returning guest, Jones expanded on themes from his previous conversation, sh

#487: Leaders in Customer Loyalty: Brand Stories | Hospitality at the Heart: How Newk’s Eatery Blends Fresh Flavor, Warmth, and Loyalty Nov 6, 2025 2268 Send us Fan MailWhen you walk into a Newk’s Eatery, you’re greeted by the warmth of an open kitchen, the sound of sizzling steak and shrimp on the grill, and the fresh aroma of house-made salad dressings crafted from scratch. Founded in 2004, Newk’s has carved out its place in the fast casual dining space by staying true to two core principles: hospitality and freshness. Every detail, from the ope

#486: Leaders in Customer Loyalty: Industry Voices | How DragonPass Is Elevating Travel Loyalty Through Trust, Technology, and Time Nov 4, 2025 1902 Send us Fan MailEvery traveler knows the paradox of modern flight: one moment you’re gliding through security and boarding early; the next, you’re navigating delays, lost bags, or crowded lounges. The difference between frustration and delight often comes down to how a brand manages those moments. In an era where expectations evolve faster than itineraries, emotional loyalty is forged not by luxur

#485: Inside MANSCAPED’s Members Only Rewards: How Emotional Loyalty Fuels the Brand’s Growth Oct 30, 2025 1155 Send us Fan MailIn the latest edition of Loyalty360’s Leaders in Customer Loyalty: Brand Stories series, Tara Roth-Sterger, Senior Loyalty Program Manager at MANSCAPED, shared insights into the brand’s journey and its customer-first approach. Founded in 2016 by Paul Tran, MANSCAPED has grown from a men’s below-the-waist grooming company into a global leader in men’s personal care, expanding into b

#484: Leaders in Customer Loyalty: Brand Stories | Moe’s Southwest Grill: Redefining Loyalty with Flavor and Fun Oct 23, 2025 1701 Send us Fan MailStep into Moe’s Southwest Grill and the first thing you’ll hear is the signature shout: “Welcome to Moe’s!” As part of the GoTo Foods platform company, Moe’s taps into enterprise resources in technology, culinary innovation and guest insights that help the brand translate flavorful energy into long-term loyalty. But what really keeps guests coming back isn’t just the burritos, bowl

#483: Leaders in Customer Loyalty: Brand Story | Play, Partnerships, and Personalization: How Hasbro Builds Loyalty Across Generations Oct 16, 2025 952 Send us Fan MailFor more than a century, Hasbro has been a household name in toys and games, with a portfolio spanning over 1,500 intellectual properties, from childhood classics like Candy Land to iconic titles like Monopoly and Clue. But in today’s entertainment landscape, nostalgia alone isn’t enough. To thrive, the brand has leaned into partnerships, fandom, and digital innovation that bring t

#482: Executive Spotlight: How Petro-Canada’s Amanda Mitchell Is Redefining Loyalty in a Commodity-Driven Oct 11, 2025 1742 Send us Fan MailIn this Executive Spotlight, Loyalty360 CEO Mark Johnson speaks with Amanda Mitchell, Head of Loyalty at Petro-Canada, proudly owned by Suncor, Canada’s leading integrated energy company. With nearly 20 years of experience, Mitchell brings a seasoned perspective on how loyalty can transform a commodity-driven industry. Overseeing Petro-Points, a program with more than 4 million ac

#481: Leaders in Customer Loyalty: Brand Story | Driving Customer Loyalty: Avis’ Vision for Premium, Personalized Mobility Oct 9, 2025 1502 Send us Fan MailFor decades, car rental has been viewed as a transactional necessity. Simply a checkpoint on the travel journey rather than a meaningful part of it. Beth Gibson, Vice President, Avis First, sees that as a missed opportunity. With the recent launch of Avis First, she’s leading a bold initiative to shift perceptions and elevate expectations, introducing a first-of-its-kind rental exp

#480: Leaders in Customer Loyalty: Brand Stories | McAlister’s Deli: Crafting Loyalty Through Purpose, Personalization, and a Perfect Cup of Tea Oct 2, 2025 2135 Send us Fan MailIn a time when restaurant brands are redefining what value and connection mean to their guests, McAlister’s Deli is standing out by blending purpose-driven hospitality with operational precision and digital intelligence. In this edition of Leaders in Customer Loyalty: Brand Stories, we sat down with Danielle Porto Parra, Chief Brand Officer at McAlister’s Deli, to explore how the b

#479: Leaders in Customer Loyalty Industry Voices | How Paisly is Elevating Travel Loyalty Through Personalization and Partnerships Sep 30, 2025 1325 Send us Fan MailTravel can be magical, or it can be chaotic. As Mark Johnson, CEO of Loyalty360, noted at the start of this episode of Industry Voices, “The higher your expectations, the more likely something is to go sideways. And when it does, everyone from the airlines to the Online Travel Agencies (OTAs) finds themselves in the hot seat.”  To explore how brands can turn that chaos into opportu

#478: Leaders in Customer Loyalty: Brand Story | TELUS Transforms Loyalty by Delivering Value at Every Connection Point Sep 25, 2025 1364 Send us Fan MailIn a rapidly evolving telecommunications landscape, where customer choice and switching costs continue to shift, TELUS is rising above the noise. As Canada’s fastest-growing national telco, TELUS is redefining what it means to maintain loyalty—not just through connectivity, but by embedding value into every facet of the customer experience. In this edition of Leaders in Customer L

#477: Leaders in Customer Loyalty: Brand Stories | Sephora’s Emmy Brown Berlind on Innovation, Value, and Building Deeper Connections Sep 18, 2025 1845 Send us Fan MailSephora has long been recognized as a leader in prestige beauty retail. Founded in France in the late 1960s, the brand introduced its now-famous open-selling concept that allowed shoppers to browse freely and test products across brands. Something unheard of in department store beauty counters of the time. When Sephora opened its first U.S. store in New York’s Soho district in 1998

#476: Leaders in Customer Loyalty: Brand Story | Building Loyalty Through Trust, Simplicity, and Scale: Inside ExxonMobil Egypt’s Rewards+ Program Sep 11, 2025 1769 Send us Fan MailFor over 120 years, ExxonMobil has been a trusted name in Egypt, offering high-quality lubricants and fuels through a vast network of more than 400 service stations and 250 Mobile One Centers. But as customer expectations evolve and convenience becomes king, ExxonMobil Egypt is leaning into customer loyalty as a competitive differentiator—transforming service stations from utilitar

#475: Challenge of Partnerships | Loyalty360 Leaders in Customer Loyalty: The CEO's Desk Sep 5, 2025 653 Send us Fan MailIn this episode of The CEO’s Desk, Loyalty360 CEO Mark Johnson shares insights on the evolving role of brand partnerships in customer loyalty. From high-profile collaborations like Ulta & Target to innovative programs from MGM, JetBlue, and Walmart, Mark unpacks what’s working, what’s not, and how brands can evaluate partnerships for true mutual value. Discover the biggest chal

#474: Leaders in Customer Loyalty Brand Story | Red Carpet Loyalty: Cameo’s Bold Bet on Experience-Driven Engagement Sep 4, 2025 1562 Send us Fan MailIn an era where personalized experiences are rapidly becoming the cornerstone of customer loyalty, Steven Galanis and the team at Cameo are creating new opportunities for fans to engage with their favorite talent. As CEO and co-founder, Galanis has spearheaded a unique business that blends entertainment, technology, and loyalty innovation. "Cameo is a marketplace where you can

#473: Leaders in Customer Loyalty: Brand Story | From Scratch to Strategy: Building Loyalty at Church’s Texas Chicken Sep 4, 2025 1746 Send us Fan MailWhen Jay Jhun joined Church’s Texas Chicken® three years ago, he stepped into a 73-year old legacy brand with a fiercely loyal guest base—but without a formal loyalty program in place. What followed was a fast-paced, ground-up effort to create a digital and loyalty ecosystem that could serve both the brand’s long-standing values and its evolving customer expectations. Today, Jhun l

#472: Leaders in Customer Loyalty Industry Voices: Capillary Technologies on Global Growth, AI, and the Next Wave of Customer Loyalty Sep 2, 2025 1388 Send us Fan MailIn this edition of Leaders in Customer Loyalty: Industry Voices, Loyalty360’s Ethan Perry spoke with Jim Sturm, President of North America at Capillary Technologies, about the company’s aggressive growth strategy, its differentiators in the crowded loyalty technology marketplace, and how artificial intelligence is reshaping loyalty programs for 2025 and beyond.

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