Leaders in Customer Loyalty, Powered by Loyalty360
Loyalty360 is the association for customer loyalty. We bring together the best loyalty-focused professionals from technology and service suppliers and brands under one roof. Through Loyalty360, these professionals find invaluable resources, networking opportunities and guidance provided by internal thought leaders and brands/suppliers on the cutting edge of customer loyalty.
Episodes
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 th...
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 com...
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 editio...
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 Meliss...
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 pla...
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...
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 y...
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, th...
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 Ke...
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 live...
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 Perk...
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 r...
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.
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...
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 discoun...
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 Vl...
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 i...
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 Johns...
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.
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 landscap...
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