When 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 leads loyalty and digital strategy for the brand as Senior Director, and in less than a year since launching the brand’s "Real Rewards" loyalty program, Church’s has already seen measurable success in both digital engagement and emotional guest connection.
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 2 (00:02):
Good afternoon, good morning.
Speaker 1 (00:03):
Mark Johnson from Loyalty360.
Hope everyone's happy, safe andwell.
It's Thursday, so that meansanother edition of our Brand
Stories.
It's part of our Leaders andCustomers Loyalty series.
It's great to have all of youwith us every Thursday.
If you're in the restaurantindustry in 2025, you know that
chicken is all the rage.
With a growing focus on healthyoptions, variety and value,
(00:24):
chicken has become a key menuacross many restaurant verticals
QSR, fast, casual, casualdining and even upscale
restaurants.
But just because chicken istrending doesn't automatically
mean you have raving fans.
Enter Church's Chicken.
The passion their customershave for the brand is hard to
(00:45):
match.
Designing a loyalty programthat resonates with such
emotionally charged fans can bea challenge.
Emotional loyalty runs deep andrequires more than just points
and perks.
Yet Church's continues to driveunique engagement and
strengthen its alreadysubstantial customer base.
In this episode we're going tohear from Jay June.
(01:07):
He's the Senior Director ofLoyalty and Digital at Church's
Texas Chicken and he's also thearchitect for its award-winning
customer loyalty program.
Speaker 3 (01:22):
Jay is going to share insights in all things,
customer loyalty and, of course,chicken Jay how are you today
Doing well, really glad to behere, here, great, uh, looking
forward to this discussion.
For those who may not befamiliar, uh, can you give us a
short introduction to church'stexas chicken?
Uh, it's kind of.
A company was started.
Speaker 2 (01:37):
Uh, a little bit about the back backstory yeah,
sure, so churches was founded in1952 by george w church, so
that's where the name comes from.
Uh, in san anton, right acrossthe street from the Alamo, and
you know, the brand has beenlike from the beginning about
just making the best friedchicken, just that anyone can
affordably enjoy.
Enjoy, it's just.
It's really that simple.
Speaker 3 (01:59):
OK, and so what's led to its great success?
Speaker 2 (02:04):
I mean, honestly, it's been about our team members
, our people that have been withthe brand.
I mean we have some folks thathave been with the brand,
cooking up our chicken andserving our chicken for decades
upon decades.
So you know, when the brand is73 years old, it's just, it's
astonishing to me to still seelike folks that are just so
dedicated to the brand.
So it's really been about ourpeople.
Speaker 3 (02:26):
Okay, great, you and I recently met at the 2025
Loyalty Expo.
It was great getting to kind ofknow you a little bit at the
conference, but would love toknow a little bit more about
your role, kind of what you dofor churches and maybe how you
got into the role.
Was there previous positionsthat interest you in customer
loyalty?
You know.
How did you get to where youare today?
Previous positions thatinterest you in customer loyalty
?
Speaker 2 (02:44):
You know how did you get to where you are today?
Yeah, long story.
I'll try to not make it toolong, but you know, I joined
three years ago I just hit thatanniversary a couple days ago
actually and we were.
It was just a fixer-upper.
We were starting from scratchon all fronts, on an e-commerce
(03:06):
level, from a loyalty level.
You, you know our board wasasking for us to, you know, uh,
add a loyalty program, and so my, when I joined, I had been at a
previous qsr brand.
I've been agency side and alsosoftware side, doing a lot of
consulting around crm andloyalty and so this felt like a,
it was like a green spacereally to build a loyalty
(03:27):
program out for, you know, alegacy brand that had a loyal
following.
So, you know, it's beeneverything I expected in the end
zone, but a really big job.
But it's been great doing itwith the team that we've built.
You know that, put together todo this job, it's been more than
(03:50):
we imagined and we learn newthings every day about what it
takes to do this the right way.
But that's been the goal, okay,excellent.
Speaker 3 (03:57):
You know, when you look at the position, look at
your role, customer loyalty isbecoming more and more important
.
For many brands, especiallybrands that seem to be doing
well in this kind of economicenvironment, customer loyalty is
kind of the fulcrum of focuswithin the organization.
You know what keeps you up atnight, what's the biggest
challenge or opportunity thatyou face within your position.
Speaker 2 (04:20):
You know it's interesting because you know
what we do from a loyaltyperspective.
It's it's it's right betweenmarketing and technology, right,
and with all the pieces interms of like setting up a
loyalty program, running thee-commerce pieces of it, the
thing that I think we're mostobsessed with is really getting
(04:41):
it right for our guests.
With is really getting it rightfor our guests, and that means
making the user experiencereally simple and easy, making
the program something thatresonates and is actually
valuable, because there'scertainly it's dime a dozen
there are plenty of QSR loyaltyprograms out there, and we
(05:01):
wanted to make sure we got itright for our guests.
Speaker 3 (05:05):
Okay, that's great.
You know the QSR space youmentioned.
You very much focused onseamless experiences, making
sure you understand thecustomers and being able to, you
know, access them across alltouch points.
When you look at the customers,their expectations have changed
a good deal.
And how do you see theirexpectations changing?
Speaker 2 (05:34):
How is churches responding in kind to that
customer set and how they'rechanging.
I think what, for us, what'sbeen one of the big things we've
learned about our guests isthat our guests are, you know,
we've known this for forever.
They're value driven, and soit's not just about the
discounts either.
It's like they need to reallyfeel that there's value in the
(05:54):
program, and so I think that youknow, finding the right mix of,
like the practical value, butthen also just the meaningful
value in terms of like hey, thisis something that is, you know,
something that I'm going to,that's going to be worth my time
from an experience standpoint,to say like, yeah, I'll start
ordering online.
Yes, I'll use this rewardsprogram.
(06:15):
I'll stop, you know, going toother competitors and choosing
churches right, and that's notjust for our loyal customers,
but I'd say even for guests thatare just coming to know
churches right.
There's certainly a hugesegment of people that haven't
had churches and are nowbecoming more interested in the
brand.
Speaker 3 (06:31):
So Okay, you launched Real Rewards in 2024.
When launching the customerloyalty program, there's kind of
a couple of areas brands canfocus on right.
You can look at the customerfacing experience, expectations
and the technology potentiallyas well.
Some brands look at doing bothat the same time.
But when you look at thetechnology expectations making
(06:55):
it seamless, as we talked aboutearlier how do you make sure
both work together to driveengagement?
Speaker 2 (07:02):
We obsess about, like every last detail from a
customer experience standpoint.
I think that when we were firstsetting up the program, that
meant us personally going out tothe field with a scanner,
plugging into a POS and seeinghow our mobile app with the
loyalty components interactswith the POS and in-store and
(07:23):
getting feedback from our teammembers as they were watching
you know what they'd be doingand giving us inputs on like,
hey, maybe this could be easier,Maybe try it this way.
I mean, we were obsessed downto like what are the scripts,
what are the things that we'regoing to ask our team members to
say to prompt our guests tomaybe, you know, sign up for
awards or to even scan thebarcode on the receipt to earn
(07:44):
points.
It was down to that level wherewe had to make it easy, not
only for our guests but for ourteam members, because, at the
end of the day, we're a quickservice restaurant, so we've got
to keep it fast, and so wedidn't want our program to bog
things down in the restaurants.
Speaker 3 (08:00):
Okay, and what were some of the primary goals,
objectives that you had when youlaunched Real Rewards?
Speaker 2 (08:07):
You know, I think it's a few things.
Certainly, there's anticipationand hope for growing digital
sales for the business right,and that loyalty would be a big
part of that in terms of areason why people would start
ordering online for us.
We have so many guests that arejust cash customers and a lot
(08:30):
of guests that are just they'rebusy with their own lives, and
you know the idea of adding, youknow, participating in a
loyalty program maybe it's justone more thing they don't want
to do.
So we really wanted to makesure that.
I think we're hoping to seepeople, you know, earning points
, redeeming for rewards andseeing that, hey, this is our
way of saying thank you to ourfor guests that have been loyal
(08:51):
to us for decades, and so that's, I think you know.
A simple example of that youknow is you know, when we set up
our rewards catalog, we sawsort of an opportunity where we
actually offer family sizerewards.
Like you can get an 8, 12, 16piece of order of fried chicken
(09:15):
with points, and that can comein within five or six visits,
based on average check Right.
So that's pretty attainable.
That's better than the old sortof, you know, buy 10, get one
thing free right.
This it was, you know, reallyagain, sort of attainable,
meaningful in terms of the value, in the way that we're saying
(09:36):
thank you to our guests.
Okay.
Speaker 3 (09:38):
Yeah, being able to access and leverage customer
data is very important.
Zero party first party is, youknow, third party data very
important to be able to leveragethat in a way, a meaningful way
, and action on it for brands tothose who have successful
loyalty programs.
When you look at thepersonalization approach that
you've taken, how are youeffectively leveraging data
(10:01):
throughout the program to drivethe personalized offers and
communication that is soimportant in this program?
Speaker 2 (10:07):
Yeah, I think for us, we are almost a year into the
program.
What I would say is we're stillsort of at the starting gates
with that.
I think that we are preparingto really get into that level of
personalization and I thinkthat the task ahead of us is
really going to be about.
You know, we're in the processright now of finding out what
are the channels that our guestsinteract, engage with us, the
(10:29):
most right.
We have all the channelsavailable to us.
You know, whether it's email,whether it's SMS or push, like
those are all things that areavailable to us.
We have both our web and ourapp ordering experience, but we
have to find the right mix ofcommunications and figure out
what makes sense for our guestsand we're still discovering that
.
Once we figure that out, I thinkthat's where we're looking
(10:51):
ahead to really starting to say,like, what's meaningful?
Is it personalizing the offers?
Is it personalizing content?
Those are all things that we'relooking ahead to, okay, but I
think that's the expectationthat I think that the industry
has generally set, like, hey,let's you know the right message
(11:12):
, right time, you know in theright channel.
Like that, all is true for us,as well as anybody, as much as
anybody else, but I think thatour version of that is still
ahead of us.
Speaker 3 (11:27):
Okay, when you look at customer loyalty, uh, very
important, but as we talk todifferent brands, we love to get
a kind of understanding of howthey define it qualitatively.
Um, so you know, what doescustomer loyalty mean to you and
to churches?
Speaker 2 (11:42):
You know, I know there's an aspect of just
loyalty where it's about drivingincremental visits and growing
check and all the commercialpieces of it.
I think for me personally, it'sbeen about again just really
(12:02):
being true to the idea ofloyalty.
What does that mean To me?
I'm reminded of not to datemyself, but you know cheers like
Norm walks into the bar andeverybody goes Norm Right, and
it was it's.
You know, I think it'sacknowledging things that you
know that I think are alreadyhappening in our restaurants.
When a regular guest comes inthe our team member knows are
(12:24):
you getting your usual right andyou know to thank them properly
.
For I think that those are thethings about loyalty that I
think are I don't hear aboutvery much.
It's usually about you know themath and you know and the
financials, but I think that youknow for me personally, I think
for our team, we really want tomake it.
You know, I think I talkedabout this at the conference
(12:44):
like really just meaningful inways that go beyond just you
know it's in addition to youknow value in terms of you know
being able to provide meals thatare affordable and accessible.
But I think that reallythanking them, you know that if
I were to talk to a guest, youknow, and they and they felt
(13:05):
that you know, hey, this, Ireally appreciate this program.
You know, like if I were tohear that I think I could
probably, just, you know, dropthe mic, walk away, I'd feel
pretty good about what we did.
Speaker 3 (13:16):
Okay.
Speaker 2 (13:17):
And you know you talked about personalization.
Speaker 3 (13:19):
You talked about the cheers, the norm effect, correct
.
Everyone knows your name,everyone.
You know you can leverage thetechnology to create that
simplicity.
So you know you can action onit.
You know how does the realrewards program enable you to do
that?
Speaker 2 (13:36):
Well, I mean, that's sort of the opportunity, with
you know, with first party data,be able to see like, hey, I see
that this guest is a regularfamily meal guest for us.
Like, what are we going tooffer them as a way to make sure
that they, you know, you know,maybe visit us one more time,
(13:57):
Right?
Or, you know, make sure theydon't go to a competitor?
Quite, honestly, like that's,that's, that happens quite a bit
.
I think that you know the waythat I think it can surface in
terms of offers.
It can surface in the way thatwe talk a bit.
I think that you know the waythat can.
I think it can surface in termsof offers.
It can just surface in the waythat we talk to them and what we
talk to them about.
I don't think it needs to befancier than that.
Honestly, I think those are thethings that, in terms of
(14:18):
maximizing relevance, in termsof what we're, you know, talking
to them about, I mean, there's,you know, everybody, it doesn't
matter what kind of incomeyou're making there are a
thousand things that are thatget your attention.
Like, how do we, how do we makethat, those little moments that
we get with them, you know,connect.
Speaker 3 (14:37):
Okay, excellent.
So when you look at theefficacy and efficiency of the
program, metrics are veryimportant, something that we're
very focused on at CustomerLoyalty, at Loyalty360, should I
say?
We have a yearly study, we'regetting ready to launch again.
We're looking at all kinds ofKPIs and metrics.
What KPIs and metrics areimportant to you when you look
(14:59):
at your customer loyaltystrategy and the efforts to keep
the program on track andperforming so well?
Speaker 2 (15:07):
Yeah, I think what we're it's probably not unusual,
right, it's going to be howoften is our guest coming?
I think this is, for us, one ofthe things that we, you know
we're, one of the things we'relooking to gain out of.
This is like first party datathat tells us, hey, these, your
guests come this many, you knowtimes a year.
(15:27):
Right, there's sort of what wewould get from third parties
that were directionally probablyhelpful, but being able to talk
to really know that, hey, thisguest comes once a week, once a
month.
I think those, those types ofmetrics are in place.
Certainly we're looking at.
You know, how much are theyordering?
What are they ordering?
I think, how often are theyredeeming our you know loyalty
(15:53):
offers?
Are they?
You know which offers, whichrewards are they redeeming for?
Because you know, we, we, theway we started the program was
with, we designed the programwith based off of a survey of
our guests at the time that toldus, hey, which rewards?
You know, what kind of awelcome offer do you want, right
?
It started with that questionbecause we wanted to get that
right and that was, you know, itwas chicken Shocker.
(16:14):
It wasn't a side, it wasn't adessert.
It wasn't a drink, it was.
You know, we want chicken, sowe said, okay, let's do that,
and so I think that you knowmaking sure that our rewards
again are in line with what ourguests want and our offers are
in line with what they want andthings that resonate with them.
(16:34):
I think that's the only way itbecomes a win-win for both the
business and for our guests.
Speaker 3 (16:40):
Okay, Are there KPIs that you've heard about or KPIs
that you would maybe like tohave as part of your program
that you might not be trackingnow?
Speaker 2 (16:50):
I mean we're going to keep an eye on.
We'd like to.
I'd love to know, like, hey,how much is our you know,
depending on whether they're afrequent guest or an infrequent
guest, what are they spendingwith us annually?
You know, I kind of bristle atthe notion of lifetime values.
Like, are you going to reallytrack how much I'm spending over
you know, 30 years of my lifeas I've been a loyal guest?
Like that's not going to happen.
(17:11):
Really, I'm not sure.
I mean, I think we want toidentify our VIPs, but I think
annual spend is definitely, youknow, something that we're
looking at.
You know how often they'rechecking in and earning points
and redeeming rewards.
Those are all things that we'regoing to keep an eye on, but
ultimately, we're trying to growour digital business and this
(17:31):
is a big part of that growthplan.
Speaker 3 (17:34):
Ok, you guys seem to do a really good job too with
kind of the younger generations.
Obviously, chicken is very muchin vogue now all the way around
, which is good.
But oftentimes the youngergenerations, they may say they
want X, y and Z and theyactually do the opposite.
The irrationality fallaciesthat exist.
But when you look at you knowthem.
(17:57):
Healthy fare tends to besomething they crave, but they
sometimes want comfort food.
Speaker 2 (18:14):
So you know, how do you, how do you look at that
kind of the stated preferencesof that group and maybe other
groups and what they're actuallychoosing and you know partaking
in?
Yeah, you know, I think youknow that this is just a.
You know there's been a legacyquestion about explicit versus
implicit right In terms of, like, well, we can, there's what you
tell us and then there's whatyou actually do, right, and what
we see you doing.
Um, you know, I think, for foryounger, our younger demographic
(18:36):
, look, uh, you know, I thinkthat that's, um, probably, you
know, it's an area where we'rewe're still kind of trying to
figure out what that looks like.
I think you, you know, if I,based on what I see on TikTok,
right, like, I think what I'minterested to see is like, well,
you know, are they?
all buying gravy to dunk theirchicken in, because they see all
(18:57):
these you know, influencers,you know dunking their chicken
and raving about what it's like,you know it's really, you know,
know that I think there arecertainly more opportunities to
just see in real life.
There's like what we see indata, and then there's also, I
think, an opportunity to seelike what is actually happening,
uh, out there, you know, withour, with our guests, in the
(19:19):
real world.
So I don't think there's aneasy answer on that one and I
think that you know, I look atmy kids and it's like you know,
know I'm Gen X and they're Gen Zand my son, my youngest son, is
Gen Alpha, I guess technically,and I'm like I don't know what
they're going and I think thatthe way that I think I think the
(19:49):
next generations make decisionsabout where they're going to,
what they're going to eat,whether it's healthy or not
healthy.
I mean fried chicken, friedchicken, it's, it's pretty
freaking good.
Speaker 1 (20:01):
I think that's pretty timeless.
Speaker 2 (20:02):
So I think it's maybe a little bit.
I think it'll prove itself overtime Excellent.
Speaker 3 (20:08):
So, keeping up the platform, the technologies, the
kind of the amazing focus youhave on the customer is front
and center, obviously, withinyour organization.
And what's the next big thingfor customer loyalty, customer
experience for churches?
Speaker 2 (20:31):
for churches.
I think it's really it'sfinding the next piece that is
actually valuable to our guestsand finding ways to deliver on
that.
I think, you know, I certainlyget kind of interested in, like
when I see someone like a Duncanyou know, like, oh, there's all
this swag, like branded swag iskind of an interesting idea,
but is that what really what ourguests want?
Is that really what's going toadd value and make the program,
you know, stick?
I think we're looking ahead towell what you know.
We're almost at a year with theprogram.
(20:54):
What does it look like at yearthree and year five?
Like, how do we stay relevant?
What are the things that we'regoing to want to be doing that
make the program, you know,really last the way that the
brand has?
That's still, I think,untrusted territory for us.
Speaker 3 (21:10):
Okay, and when you look at the customer loyalty
program holistically, what aretwo or three things that you're
most proud of?
Speaker 2 (21:17):
I think one.
I'm just excited that we'reable to thank our loyal guests.
I mean, when we read throughfeedback on Apple, google Play,
app Store, google Play andGoogle Business Reads all the
feedback we're getting throughour surveys.
They've been waiting, they'vewatched every other brand with
(21:42):
the Launch Loyalty Program and Ithink that being able to
finally thank our guests hasbeen really gratifying and I
think that what we're seeing inthe feedback is that the value
is meaningful.
I talked about it during theconference right when guests are
, you know, some of our guestsreally need that dollar to be
(22:04):
stretched a little further andwhen we can give them points
that they can use like currencyto get one of their meals for
free, it really means a lot tothem.
It's not just a meal, sometimes, it's a meal they really need
to make ends meet.
And that's another level of, Ithink, in terms of loyalty.
Honestly, I probably couldn'thave anticipated, but when I see
that feedback of loyalty that I, you know, I honestly I
(22:27):
probably couldn't haveanticipated, but when I see that
feedback, it means a lot.
And I think the last thingreally is just digital sales and
and this loyalty program hasbeen part of a rocket ship that
I've been.
You know I've been I and youknow the team that I get to work
with every day that we've beenable to be a part of and
watching the watching ourbusiness grow as part of this
(22:50):
and letting this be a big engineof that growth and the
investment that the business putinto it have been.
It's like like we're beingasked to grow the business like
you know, really aggressivelybut as much as big of a
(23:11):
challenge.
That is, we have the supportand we're excited that the
progress we've been making.
So that's been awesome.
Speaker 3 (23:16):
Okay, and then the last question we have, somewhat
self-serving.
You know, what can loyalty 360do to help you and your team and
your customer loyalty journey?
Speaker 2 (23:25):
I think I saw a glimpse of that at the
conference.
You know that was our firsttime there and I think just
being able to connect with otherbrands and get some perspective
of you know what's working,what's not, I really feel like,
you know, I think loyalty forthe agency can help, continue to
help right by just growing andconnecting the loyalty community
.
Like it was cool, you know,rubbing elbows with folks that I
(23:45):
was competing with, you know,for you know some of those
categories for the awards.
But you know, byproduct of thatwas just like, oh, I get to
hear what they're doing and theyget to hear what I'm doing and
you know we can compare notesand it helps, you know, sleep
comes a little easier knowingthat.
Like, oh, okay, I have aglimpse of what might be ahead.
(24:08):
I have a glimpse of, like, whatother brands are doing with
loyalty.
So you know better.
together is kind of, I think,the theme there Excellent.
Speaker 3 (24:17):
Well, jay thank you very much for taking the time to
speak with us today.
It was great.
Getting to know you More aboutthe church is amazing.
Customer loyalty program.
You guys are doing a great job,but you're not off the hook yet
.
We have our quick fire questionround, so we like to keep these
to a short phrase or a one wordresponse, or I get in trouble
with Hannah and Ethan, which I'malways in trouble with them, so
(24:38):
it wouldn't be anythingdifferent.
But anyway, here we go.
The first question we have iswhat's your least favorite word
others use?
Speaker 2 (24:47):
Oh, 360 view of a customer just makes me vomit
every time Like I'll take 180before I have to really need 360
.
Speaker 3 (24:55):
Maybe I'll change it to loyalty 180.
Then what is your favorite word?
Context Excellent.
What excites you at work?
Speaker 2 (25:08):
context.
Excellent.
What excites you at work?
I mentioned this.
I think it's just being able tobe a part of growing the
business right through loyalty,e-commerce and CRM.
Like it's stuff that I've beenworking on for years and I'm
just like you know.
I did that from a distance, asa vendor, as an agency.
Now doing it hands-on is soawesome.
It's just great to buildsomething.
Speaker 3 (25:25):
Okay, okay.
And what do you find tiresomeat home or at work?
Speaker 2 (25:30):
uh, I'll keep myself safe by not going home.
I'll start at work um.
I think dealing with loyaltye-commerce fraud is just
exhausting yeah it's exhausting100 percent?
Speaker 3 (25:41):
uh, it is.
I know we joked about thisbefore.
I don't know if we came to aconclusion.
Is there a book that you'veread in the past or an audiobook
that you like that yourecommend to colleagues?
Speaker 2 (25:56):
I am.
I'm going to go with Good toGreat by Jim Collins, just
because I remember it and it'sbeen a minute, but it left an
impression that's it.
Speaker 3 (26:05):
That's safe, that's good.
Uh, is there a profession otherthan one that you're currently
in that you would like toattempt?
Speaker 2 (26:12):
uh, maybe being a foodie influencer, like I see
people making all kinds of moneyjust eating food and posting
tiktoks, I'm like that soundslike uh good money.
So if my body will support it,then sure why not Perfect.
Speaker 3 (26:31):
Is there something that you enjoy doing that you
often don't get the chance to do?
Speaker 2 (26:36):
Camping or golf.
Either one of those they justtake time.
Either one of those would begreat.
Speaker 3 (26:43):
I just picked up golf with my son.
I have two girls that aredivision one athletes, and then
a third one is going to be.
She's in recruiting, and so I'mgoing to settle down a little
bit so I can pick up some oldhobbies.
So golf and skiing came backthis year.
So nice, nice.
Yeah, we're only on the parthree so far, but we'll get to
the bigger courses eventually.
(27:04):
So who inspired you to be theperson that you are today?
Speaker 2 (27:12):
Honestly, I don't think I could name any one
person I've been reallyfortunate to work with.
I'd say there's just been sortof this influence by a
collective, just this collectiveexcellence among peers I've had
the you know, privilege ofworking with like it's, it's
it's.
Everything about where I amtoday feels like a hat, what I
(27:32):
call a happy accident, like Ididn't plan this, I didn't go to
college for this, right, thishas been absolutely like
experience over experience,additive in terms of like what,
how I'm inspired and what Ilearn and how I get to use that.
Speaker 3 (27:45):
Okay, and what do you typically think about at the
end of the day?
What I'm cooking for dinner.
There you go.
Speaker 2 (27:59):
And last question how do you want to be remembered by
your friends and family?
I think, simply put, I guess Iwould hope that I blessed other
folks in some meaningful way.
What I'm doing is actuallyhelpful to people.
Speaker 3 (28:15):
Excellent.
Well, jay, thank you very muchfor taking the time to speak
with us today.
It was good to see you again,getting to know a little bit
more about you, some of yourinterests, but also getting an
update on the church's Texaschicken customer loyalty program
.
You guys did well andcongratulations and all the wins
, the conference and and thanksfor you know the focus that you
can place on customer loyaltyyeah, I know, it's an exciting
(28:36):
time for us and really, reallyglad we got to, you know,
participate in the conferencethis year.
Certainly look forward to tomore ahead excellent and thank
you, everyone else, for takingthe time to listen.
Make sure you join us backevery Thursday for additional
episodes of our Leaders inCustomer Multiseries.
Until then, have a wonderfulday.
Good afternoon, good morning.
Speaker 1 (00:03):
Mark Johnson from Loyalty360.
Hope everyone's happy, safe andwell.
It's Thursday, so that meansanother edition of our Brand
Stories.
It's part of our Leaders andCustomers Loyalty series.
It's great to have all of youwith us every Thursday.
If you're in the restaurantindustry in 2025, you know that
chicken is all the rage.
With a growing focus on healthyoptions, variety and value,
(00:24):
chicken has become a key menuacross many restaurant verticals
QSR, fast, casual, casualdining and even upscale
restaurants.
But just because chicken istrending doesn't automatically
mean you have raving fans.
Enter Church's Chicken.
The passion their customershave for the brand is hard to
(00:45):
match.
Designing a loyalty programthat resonates with such
emotionally charged fans can bea challenge.
Emotional loyalty runs deep andrequires more than just points
and perks.
Yet Church's continues to driveunique engagement and
strengthen its alreadysubstantial customer base.
In this episode we're going tohear from Jay June.
(01:07):
He's the Senior Director ofLoyalty and Digital at Church's
Texas Chicken and he's also thearchitect for its award-winning
customer loyalty program.
Speaker 3 (01:22):
Jay is going to share insights in all things,
customer loyalty and, of course,chicken Jay how are you today
Doing well, really glad to behere, here, great, uh, looking
forward to this discussion.
For those who may not befamiliar, uh, can you give us a
short introduction to church'stexas chicken?
Uh, it's kind of.
A company was started.
Speaker 2 (01:37):
Uh, a little bit about the back backstory yeah,
sure, so churches was founded in1952 by george w church, so
that's where the name comes from.
Uh, in san anton, right acrossthe street from the Alamo, and
you know, the brand has beenlike from the beginning about
just making the best friedchicken, just that anyone can
affordably enjoy.
Enjoy, it's just.
It's really that simple.
Speaker 3 (01:59):
OK, and so what's led to its great success?
Speaker 2 (02:04):
I mean, honestly, it's been about our team members
, our people that have been withthe brand.
I mean we have some folks thathave been with the brand,
cooking up our chicken andserving our chicken for decades
upon decades.
So you know, when the brand is73 years old, it's just, it's
astonishing to me to still seelike folks that are just so
dedicated to the brand.
So it's really been about ourpeople.
Speaker 3 (02:26):
Okay, great, you and I recently met at the 2025
Loyalty Expo.
It was great getting to kind ofknow you a little bit at the
conference, but would love toknow a little bit more about
your role, kind of what you dofor churches and maybe how you
got into the role.
Was there previous positionsthat interest you in customer
loyalty?
You know.
How did you get to where youare today?
Previous positions thatinterest you in customer loyalty
?
Speaker 2 (02:44):
You know how did you get to where you are today?
Yeah, long story.
I'll try to not make it toolong, but you know, I joined
three years ago I just hit thatanniversary a couple days ago
actually and we were.
It was just a fixer-upper.
We were starting from scratchon all fronts, on an e-commerce
(03:06):
level, from a loyalty level.
You, you know our board wasasking for us to, you know, uh,
add a loyalty program, and so my, when I joined, I had been at a
previous qsr brand.
I've been agency side and alsosoftware side, doing a lot of
consulting around crm andloyalty and so this felt like a,
it was like a green spacereally to build a loyalty
(03:27):
program out for, you know, alegacy brand that had a loyal
following.
So, you know, it's beeneverything I expected in the end
zone, but a really big job.
But it's been great doing itwith the team that we've built.
You know that, put together todo this job, it's been more than
(03:50):
we imagined and we learn newthings every day about what it
takes to do this the right way.
But that's been the goal, okay,excellent.
Speaker 3 (03:57):
You know, when you look at the position, look at
your role, customer loyalty isbecoming more and more important
.
For many brands, especiallybrands that seem to be doing
well in this kind of economicenvironment, customer loyalty is
kind of the fulcrum of focuswithin the organization.
You know what keeps you up atnight, what's the biggest
challenge or opportunity thatyou face within your position.
Speaker 2 (04:20):
You know it's interesting because you know
what we do from a loyaltyperspective.
It's it's it's right betweenmarketing and technology, right,
and with all the pieces interms of like setting up a
loyalty program, running thee-commerce pieces of it, the
thing that I think we're mostobsessed with is really getting
(04:41):
it right for our guests.
With is really getting it rightfor our guests, and that means
making the user experiencereally simple and easy, making
the program something thatresonates and is actually
valuable, because there'scertainly it's dime a dozen
there are plenty of QSR loyaltyprograms out there, and we
(05:01):
wanted to make sure we got itright for our guests.
Speaker 3 (05:05):
Okay, that's great.
You know the QSR space youmentioned.
You very much focused onseamless experiences, making
sure you understand thecustomers and being able to, you
know, access them across alltouch points.
When you look at the customers,their expectations have changed
a good deal.
And how do you see theirexpectations changing?
Speaker 2 (05:34):
How is churches responding in kind to that
customer set and how they'rechanging.
I think what, for us, what'sbeen one of the big things we've
learned about our guests isthat our guests are, you know,
we've known this for forever.
They're value driven, and soit's not just about the
discounts either.
It's like they need to reallyfeel that there's value in the
(05:54):
program, and so I think that youknow, finding the right mix of,
like the practical value, butthen also just the meaningful
value in terms of like hey, thisis something that is, you know,
something that I'm going to,that's going to be worth my time
from an experience standpoint,to say like, yeah, I'll start
ordering online.
Yes, I'll use this rewardsprogram.
(06:15):
I'll stop, you know, going toother competitors and choosing
churches right, and that's notjust for our loyal customers,
but I'd say even for guests thatare just coming to know
churches right.
There's certainly a hugesegment of people that haven't
had churches and are nowbecoming more interested in the
brand.
Speaker 3 (06:31):
So Okay, you launched Real Rewards in 2024.
When launching the customerloyalty program, there's kind of
a couple of areas brands canfocus on right.
You can look at the customerfacing experience, expectations
and the technology potentiallyas well.
Some brands look at doing bothat the same time.
But when you look at thetechnology expectations making
(06:55):
it seamless, as we talked aboutearlier how do you make sure
both work together to driveengagement?
Speaker 2 (07:02):
We obsess about, like every last detail from a
customer experience standpoint.
I think that when we were firstsetting up the program, that
meant us personally going out tothe field with a scanner,
plugging into a POS and seeinghow our mobile app with the
loyalty components interactswith the POS and in-store and
(07:23):
getting feedback from our teammembers as they were watching
you know what they'd be doingand giving us inputs on like,
hey, maybe this could be easier,Maybe try it this way.
I mean, we were obsessed downto like what are the scripts,
what are the things that we'regoing to ask our team members to
say to prompt our guests tomaybe, you know, sign up for
awards or to even scan thebarcode on the receipt to earn
(07:44):
points.
It was down to that level wherewe had to make it easy, not
only for our guests but for ourteam members, because, at the
end of the day, we're a quickservice restaurant, so we've got
to keep it fast, and so wedidn't want our program to bog
things down in the restaurants.
Speaker 3 (08:00):
Okay, and what were some of the primary goals,
objectives that you had when youlaunched Real Rewards?
Speaker 2 (08:07):
You know, I think it's a few things.
Certainly, there's anticipationand hope for growing digital
sales for the business right,and that loyalty would be a big
part of that in terms of areason why people would start
ordering online for us.
We have so many guests that arejust cash customers and a lot
(08:30):
of guests that are just they'rebusy with their own lives, and
you know the idea of adding, youknow, participating in a
loyalty program maybe it's justone more thing they don't want
to do.
So we really wanted to makesure that.
I think we're hoping to seepeople, you know, earning points
, redeeming for rewards andseeing that, hey, this is our
way of saying thank you to ourfor guests that have been loyal
(08:51):
to us for decades, and so that's, I think you know.
A simple example of that youknow is you know, when we set up
our rewards catalog, we sawsort of an opportunity where we
actually offer family sizerewards.
Like you can get an 8, 12, 16piece of order of fried chicken
(09:15):
with points, and that can comein within five or six visits,
based on average check Right.
So that's pretty attainable.
That's better than the old sortof, you know, buy 10, get one
thing free right.
This it was, you know, reallyagain, sort of attainable,
meaningful in terms of the value, in the way that we're saying
(09:36):
thank you to our guests.
Okay.
Speaker 3 (09:38):
Yeah, being able to access and leverage customer
data is very important.
Zero party first party is, youknow, third party data very
important to be able to leveragethat in a way, a meaningful way
, and action on it for brands tothose who have successful
loyalty programs.
When you look at thepersonalization approach that
you've taken, how are youeffectively leveraging data
(10:01):
throughout the program to drivethe personalized offers and
communication that is soimportant in this program?
Speaker 2 (10:07):
Yeah, I think for us, we are almost a year into the
program.
What I would say is we're stillsort of at the starting gates
with that.
I think that we are preparingto really get into that level of
personalization and I thinkthat the task ahead of us is
really going to be about.
You know, we're in the processright now of finding out what
are the channels that our guestsinteract, engage with us, the
(10:29):
most right.
We have all the channelsavailable to us.
You know, whether it's email,whether it's SMS or push, like
those are all things that areavailable to us.
We have both our web and ourapp ordering experience, but we
have to find the right mix ofcommunications and figure out
what makes sense for our guestsand we're still discovering that
.
Once we figure that out, I thinkthat's where we're looking
(10:51):
ahead to really starting to say,like, what's meaningful?
Is it personalizing the offers?
Is it personalizing content?
Those are all things that we'relooking ahead to, okay, but I
think that's the expectationthat I think that the industry
has generally set, like, hey,let's you know the right message
(11:12):
, right time, you know in theright channel.
Like that, all is true for us,as well as anybody, as much as
anybody else, but I think thatour version of that is still
ahead of us.
Speaker 3 (11:27):
Okay, when you look at customer loyalty, uh, very
important, but as we talk todifferent brands, we love to get
a kind of understanding of howthey define it qualitatively.
Um, so you know, what doescustomer loyalty mean to you and
to churches?
Speaker 2 (11:42):
You know, I know there's an aspect of just
loyalty where it's about drivingincremental visits and growing
check and all the commercialpieces of it.
I think for me personally, it'sbeen about again just really
(12:02):
being true to the idea ofloyalty.
What does that mean To me?
I'm reminded of not to datemyself, but you know cheers like
Norm walks into the bar andeverybody goes Norm Right, and
it was it's.
You know, I think it'sacknowledging things that you
know that I think are alreadyhappening in our restaurants.
When a regular guest comes inthe our team member knows are
(12:24):
you getting your usual right andyou know to thank them properly
.
For I think that those are thethings about loyalty that I
think are I don't hear aboutvery much.
It's usually about you know themath and you know and the
financials, but I think that youknow for me personally, I think
for our team, we really want tomake it.
You know, I think I talkedabout this at the conference
(12:44):
like really just meaningful inways that go beyond just you
know it's in addition to youknow value in terms of you know
being able to provide meals thatare affordable and accessible.
But I think that reallythanking them, you know that if
I were to talk to a guest, youknow, and they and they felt
(13:05):
that you know, hey, this, Ireally appreciate this program.
You know, like if I were tohear that I think I could
probably, just, you know, dropthe mic, walk away, I'd feel
pretty good about what we did.
Speaker 3 (13:16):
Okay.
Speaker 2 (13:17):
And you know you talked about personalization.
Speaker 3 (13:19):
You talked about the cheers, the norm effect, correct
.
Everyone knows your name,everyone.
You know you can leverage thetechnology to create that
simplicity.
So you know you can action onit.
You know how does the realrewards program enable you to do
that?
Speaker 2 (13:36):
Well, I mean, that's sort of the opportunity, with
you know, with first party data,be able to see like, hey, I see
that this guest is a regularfamily meal guest for us.
Like, what are we going tooffer them as a way to make sure
that they, you know, you know,maybe visit us one more time,
(13:57):
Right?
Or, you know, make sure theydon't go to a competitor?
Quite, honestly, like that's,that's, that happens quite a bit
.
I think that you know the waythat I think it can surface in
terms of offers.
It can surface in the way thatwe talk a bit.
I think that you know the waythat can.
I think it can surface in termsof offers.
It can just surface in the waythat we talk to them and what we
talk to them about.
I don't think it needs to befancier than that.
Honestly, I think those are thethings that, in terms of
(14:18):
maximizing relevance, in termsof what we're, you know, talking
to them about, I mean, there's,you know, everybody, it doesn't
matter what kind of incomeyou're making there are a
thousand things that are thatget your attention.
Like, how do we, how do we makethat, those little moments that
we get with them, you know,connect.
Speaker 3 (14:37):
Okay, excellent.
So when you look at theefficacy and efficiency of the
program, metrics are veryimportant, something that we're
very focused on at CustomerLoyalty, at Loyalty360, should I
say?
We have a yearly study, we'regetting ready to launch again.
We're looking at all kinds ofKPIs and metrics.
What KPIs and metrics areimportant to you when you look
(14:59):
at your customer loyaltystrategy and the efforts to keep
the program on track andperforming so well?
Speaker 2 (15:07):
Yeah, I think what we're it's probably not unusual,
right, it's going to be howoften is our guest coming?
I think this is, for us, one ofthe things that we, you know
we're, one of the things we'relooking to gain out of.
This is like first party datathat tells us, hey, these, your
guests come this many, you knowtimes a year.
(15:27):
Right, there's sort of what wewould get from third parties
that were directionally probablyhelpful, but being able to talk
to really know that, hey, thisguest comes once a week, once a
month.
I think those, those types ofmetrics are in place.
Certainly we're looking at.
You know, how much are theyordering?
What are they ordering?
I think, how often are theyredeeming our you know loyalty
(15:53):
offers?
Are they?
You know which offers, whichrewards are they redeeming for?
Because you know, we, we, theway we started the program was
with, we designed the programwith based off of a survey of
our guests at the time that toldus, hey, which rewards?
You know, what kind of awelcome offer do you want, right
?
It started with that questionbecause we wanted to get that
right and that was, you know, itwas chicken Shocker.
(16:14):
It wasn't a side, it wasn't adessert.
It wasn't a drink, it was.
You know, we want chicken, sowe said, okay, let's do that,
and so I think that you knowmaking sure that our rewards
again are in line with what ourguests want and our offers are
in line with what they want andthings that resonate with them.
(16:34):
I think that's the only way itbecomes a win-win for both the
business and for our guests.
Speaker 3 (16:40):
Okay, Are there KPIs that you've heard about or KPIs
that you would maybe like tohave as part of your program
that you might not be trackingnow?
Speaker 2 (16:50):
I mean we're going to keep an eye on.
We'd like to.
I'd love to know, like, hey,how much is our you know,
depending on whether they're afrequent guest or an infrequent
guest, what are they spendingwith us annually?
You know, I kind of bristle atthe notion of lifetime values.
Like, are you going to reallytrack how much I'm spending over
you know, 30 years of my lifeas I've been a loyal guest?
Like that's not going to happen.
(17:11):
Really, I'm not sure.
I mean, I think we want toidentify our VIPs, but I think
annual spend is definitely, youknow, something that we're
looking at.
You know how often they'rechecking in and earning points
and redeeming rewards.
Those are all things that we'regoing to keep an eye on, but
ultimately, we're trying to growour digital business and this
(17:31):
is a big part of that growthplan.
Speaker 3 (17:34):
Ok, you guys seem to do a really good job too with
kind of the younger generations.
Obviously, chicken is very muchin vogue now all the way around
, which is good.
But oftentimes the youngergenerations, they may say they
want X, y and Z and theyactually do the opposite.
The irrationality fallaciesthat exist.
But when you look at you knowthem.
(17:57):
Healthy fare tends to besomething they crave, but they
sometimes want comfort food.
Speaker 2 (18:14):
So you know, how do you, how do you look at that
kind of the stated preferencesof that group and maybe other
groups and what they're actuallychoosing and you know partaking
in?
Yeah, you know, I think youknow that this is just a.
You know there's been a legacyquestion about explicit versus
implicit right In terms of, like, well, we can, there's what you
tell us and then there's whatyou actually do, right, and what
we see you doing.
Um, you know, I think, for foryounger, our younger demographic
(18:36):
, look, uh, you know, I thinkthat that's, um, probably, you
know, it's an area where we'rewe're still kind of trying to
figure out what that looks like.
I think you, you know, if I,based on what I see on TikTok,
right, like, I think what I'minterested to see is like, well,
you know, are they?
all buying gravy to dunk theirchicken in, because they see all
(18:57):
these you know, influencers,you know dunking their chicken
and raving about what it's like,you know it's really, you know,
know that I think there arecertainly more opportunities to
just see in real life.
There's like what we see indata, and then there's also, I
think, an opportunity to seelike what is actually happening,
uh, out there, you know, withour, with our guests, in the
(19:19):
real world.
So I don't think there's aneasy answer on that one and I
think that you know, I look atmy kids and it's like you know,
know I'm Gen X and they're Gen Zand my son, my youngest son, is
Gen Alpha, I guess technically,and I'm like I don't know what
they're going and I think thatthe way that I think I think the
(19:49):
next generations make decisionsabout where they're going to,
what they're going to eat,whether it's healthy or not
healthy.
I mean fried chicken, friedchicken, it's, it's pretty
freaking good.
Speaker 1 (20:01):
I think that's pretty timeless.
Speaker 2 (20:02):
So I think it's maybe a little bit.
I think it'll prove itself overtime Excellent.
Speaker 3 (20:08):
So, keeping up the platform, the technologies, the
kind of the amazing focus youhave on the customer is front
and center, obviously, withinyour organization.
And what's the next big thingfor customer loyalty, customer
experience for churches?
Speaker 2 (20:31):
for churches.
I think it's really it'sfinding the next piece that is
actually valuable to our guestsand finding ways to deliver on
that.
I think, you know, I certainlyget kind of interested in, like
when I see someone like a Duncanyou know, like, oh, there's all
this swag, like branded swag iskind of an interesting idea,
but is that what really what ourguests want?
Is that really what's going toadd value and make the program,
you know, stick?
I think we're looking ahead towell what you know.
We're almost at a year with theprogram.
(20:54):
What does it look like at yearthree and year five?
Like, how do we stay relevant?
What are the things that we'regoing to want to be doing that
make the program, you know,really last the way that the
brand has?
That's still, I think,untrusted territory for us.
Speaker 3 (21:10):
Okay, and when you look at the customer loyalty
program holistically, what aretwo or three things that you're
most proud of?
Speaker 2 (21:17):
I think one.
I'm just excited that we'reable to thank our loyal guests.
I mean, when we read throughfeedback on Apple, google Play,
app Store, google Play andGoogle Business Reads all the
feedback we're getting throughour surveys.
They've been waiting, they'vewatched every other brand with
(21:42):
the Launch Loyalty Program and Ithink that being able to
finally thank our guests hasbeen really gratifying and I
think that what we're seeing inthe feedback is that the value
is meaningful.
I talked about it during theconference right when guests are
, you know, some of our guestsreally need that dollar to be
(22:04):
stretched a little further andwhen we can give them points
that they can use like currencyto get one of their meals for
free, it really means a lot tothem.
It's not just a meal, sometimes, it's a meal they really need
to make ends meet.
And that's another level of, Ithink, in terms of loyalty.
Honestly, I probably couldn'thave anticipated, but when I see
that feedback of loyalty that I, you know, I honestly I
(22:27):
probably couldn't haveanticipated, but when I see that
feedback, it means a lot.
And I think the last thingreally is just digital sales and
and this loyalty program hasbeen part of a rocket ship that
I've been.
You know I've been I and youknow the team that I get to work
with every day that we've beenable to be a part of and
watching the watching ourbusiness grow as part of this
(22:50):
and letting this be a big engineof that growth and the
investment that the business putinto it have been.
It's like like we're beingasked to grow the business like
you know, really aggressivelybut as much as big of a
(23:11):
challenge.
That is, we have the supportand we're excited that the
progress we've been making.
So that's been awesome.
Speaker 3 (23:16):
Okay, and then the last question we have, somewhat
self-serving.
You know, what can loyalty 360do to help you and your team and
your customer loyalty journey?
Speaker 2 (23:25):
I think I saw a glimpse of that at the
conference.
You know that was our firsttime there and I think just
being able to connect with otherbrands and get some perspective
of you know what's working,what's not, I really feel like,
you know, I think loyalty forthe agency can help, continue to
help right by just growing andconnecting the loyalty community
.
Like it was cool, you know,rubbing elbows with folks that I
(23:45):
was competing with, you know,for you know some of those
categories for the awards.
But you know, byproduct of thatwas just like, oh, I get to
hear what they're doing and theyget to hear what I'm doing and
you know we can compare notesand it helps, you know, sleep
comes a little easier knowingthat.
Like, oh, okay, I have aglimpse of what might be ahead.
(24:08):
I have a glimpse of, like, whatother brands are doing with
loyalty.
So you know better.
together is kind of, I think,the theme there Excellent.
Speaker 3 (24:17):
Well, jay thank you very much for taking the time to
speak with us today.
It was great.
Getting to know you More aboutthe church is amazing.
Customer loyalty program.
You guys are doing a great job,but you're not off the hook yet
.
We have our quick fire questionround, so we like to keep these
to a short phrase or a one wordresponse, or I get in trouble
with Hannah and Ethan, which I'malways in trouble with them, so
(24:38):
it wouldn't be anythingdifferent.
But anyway, here we go.
The first question we have iswhat's your least favorite word
others use?
Speaker 2 (24:47):
Oh, 360 view of a customer just makes me vomit
every time Like I'll take 180before I have to really need 360
.
Speaker 3 (24:55):
Maybe I'll change it to loyalty 180.
Then what is your favorite word?
Context Excellent.
What excites you at work?
Speaker 2 (25:08):
context.
Excellent.
What excites you at work?
I mentioned this.
I think it's just being able tobe a part of growing the
business right through loyalty,e-commerce and CRM.
Like it's stuff that I've beenworking on for years and I'm
just like you know.
I did that from a distance, asa vendor, as an agency.
Now doing it hands-on is soawesome.
It's just great to buildsomething.
Speaker 3 (25:25):
Okay, okay.
And what do you find tiresomeat home or at work?
Speaker 2 (25:30):
uh, I'll keep myself safe by not going home.
I'll start at work um.
I think dealing with loyaltye-commerce fraud is just
exhausting yeah it's exhausting100 percent?
Speaker 3 (25:41):
uh, it is.
I know we joked about thisbefore.
I don't know if we came to aconclusion.
Is there a book that you'veread in the past or an audiobook
that you like that yourecommend to colleagues?
Speaker 2 (25:56):
I am.
I'm going to go with Good toGreat by Jim Collins, just
because I remember it and it'sbeen a minute, but it left an
impression that's it.
Speaker 3 (26:05):
That's safe, that's good.
Uh, is there a profession otherthan one that you're currently
in that you would like toattempt?
Speaker 2 (26:12):
uh, maybe being a foodie influencer, like I see
people making all kinds of moneyjust eating food and posting
tiktoks, I'm like that soundslike uh good money.
So if my body will support it,then sure why not Perfect.
Speaker 3 (26:31):
Is there something that you enjoy doing that you
often don't get the chance to do?
Speaker 2 (26:36):
Camping or golf.
Either one of those they justtake time.
Either one of those would begreat.
Speaker 3 (26:43):
I just picked up golf with my son.
I have two girls that aredivision one athletes, and then
a third one is going to be.
She's in recruiting, and so I'mgoing to settle down a little
bit so I can pick up some oldhobbies.
So golf and skiing came backthis year.
So nice, nice.
Yeah, we're only on the parthree so far, but we'll get to
the bigger courses eventually.
(27:04):
So who inspired you to be theperson that you are today?
Speaker 2 (27:12):
Honestly, I don't think I could name any one
person I've been reallyfortunate to work with.
I'd say there's just been sortof this influence by a
collective, just this collectiveexcellence among peers I've had
the you know, privilege ofworking with like it's, it's
it's.
Everything about where I amtoday feels like a hat, what I
(27:32):
call a happy accident, like Ididn't plan this, I didn't go to
college for this, right, thishas been absolutely like
experience over experience,additive in terms of like what,
how I'm inspired and what Ilearn and how I get to use that.
Speaker 3 (27:45):
Okay, and what do you typically think about at the
end of the day?
What I'm cooking for dinner.
There you go.
Speaker 2 (27:59):
And last question how do you want to be remembered by
your friends and family?
I think, simply put, I guess Iwould hope that I blessed other
folks in some meaningful way.
What I'm doing is actuallyhelpful to people.
Speaker 3 (28:15):
Excellent.
Well, jay, thank you very muchfor taking the time to speak
with us today.
It was good to see you again,getting to know a little bit
more about you, some of yourinterests, but also getting an
update on the church's Texaschicken customer loyalty program
.
You guys did well andcongratulations and all the wins
, the conference and and thanksfor you know the focus that you
can place on customer loyaltyyeah, I know, it's an exciting
(28:36):
time for us and really, reallyglad we got to, you know,
participate in the conferencethis year.
Certainly look forward to tomore ahead excellent and thank
you, everyone else, for takingthe time to listen.
Make sure you join us backevery Thursday for additional
episodes of our Leaders inCustomer Multiseries.
Until then, have a wonderfulday.
Popular Podcasts
My Favorite Murder with Karen Kilgariff and Georgia Hardstark
My Favorite Murder is a true crime comedy podcast hosted by Karen Kilgariff and Georgia Hardstark. Each week, Karen and Georgia share compelling true crimes and hometown stories from friends and listeners. Since MFM launched in January of 2016, Karen and Georgia have shared their lifelong interest in true crime and have covered stories of infamous serial killers like the Night Stalker, mysterious cold cases, captivating cults, incredible survivor stories and important events from history like the Tulsa race massacre of 1921. My Favorite Murder is part of the Exactly Right podcast network that provides a platform for bold, creative voices to bring to life provocative, entertaining and relatable stories for audiences everywhere. The Exactly Right roster of podcasts covers a variety of topics including historic true crime, comedic interviews and news, science, pop culture and more. Podcasts on the network include Buried Bones with Kate Winkler Dawson and Paul Holes, That's Messed Up: An SVU Podcast, This Podcast Will Kill You, Bananas and more.
24/7 News: The Latest
The latest news in 4 minutes updated every hour, every day.
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com