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Welcome to the latest installment of Leaders in Customer Loyalty, the podcast where Loyalty360 sits down with some of the most innovative and accomplished leaders in customer loyalty, engagement, and experience. As part of our Executive Spotlight series, we’re excited to feature a conversation with Per Jensen, Director of Loyalty at Stop & Shop.
Per brings a global perspective to loyalty strategy, drawing on his rich career across Europe and the United States. In this discussion, Per offers valuable insights into how Stop & Shop is evolving its loyalty approach to align with changing customer expectations, including the rollout of the retailer’s innovative Savings Center, a major shift in how customers access and engage with digital offers.
Throughout the episode, Per shares his thoughts on the importance of associate engagement, the growing role of private brands in driving loyalty, and why simplicity and clarity are critical for both internal teams and customers when it comes to program design. He also reflects on the differences between European and U.S. loyalty landscapes, offering practical takeaways for brands operating across markets.
Whether you’re looking to refine your loyalty strategy, enhance internal education about your programs, or gain a fresh perspective on how to build meaningful customer relationships, this conversation with Per Jensen delivers actionable insights and forward-thinking strategies.
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First Tech Federal Credit Union has a long-standing history of serving individuals in the tech industry, providing financial services tailored to their unique needs. In a recent interview, Mairi Burns, Vice President of Brand Marketing at First Tech, discussed the organization’s strategic vision, customer loyalty initiatives, and the recent launch of their ambitious First Tech Beyond program.
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In this edition of Loyalty360’s Executive Spotlight, we speak with Don Smith, Chief Consulting Officer at Capillary Technologies. With nearly two decades of experience at Brierley, now part of Capillary, Don offers unique insight into the evolving loyalty landscape — from program design and advanced analytics to the role of AI-driven personalization and member-controlled experiences.
During this conversation with Mark Johnson, Loyalty360 CEO, Don shares his perspective on the future of customer loyalty, the importance of building programs around customer choice, and how loyalty strategies must evolve to address shifting customer expectations. He also discusses the challenges and opportunities of coalition loyalty in the U.S., the potential for innovation in the automotive sector, and the critical importance of listening to customers and acting on that feedback to build authentic, data-driven relationships.
For loyalty professionals, brand leaders, and those shaping customer engagement strategies, this episode offers valuable insights and actionable takeaways to apply in your own programs. -
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For many, Applebee’s is more than just your neighborhood bar and grill, it’s a place where lifelong memories are made. Whether it’s a first date, a post-game meal with teammates, or a family gathering, the brand has fostered deep emotional connections with its guests for generations. By focusing on personalization, relevance, and employee engagement, Applebee’s is redefining customer loyalty beyond traditional discounts and rewards.
We sat down with Vicki Hormann, the Executive Director of Off-Premise and CRM at Applebee’s, who gave us insight into the return of their Date Night Pass, their loyalty program, and how they’re planning to keep customers engaged in the years to come.
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Loyalty programs are undergoing a transformation, driven by shifting consumer expectations, technological advancements, and an increased focus on delivering real value. As brands navigate this evolving landscape, they’re making bold moves to refine, reinvent, and, in some cases, completely overhaul their loyalty strategies.
In this installment of Leaders in Customer Loyalty: Industry Voices, we sit down with Mladen Vladic, Head of Products and Services for Loyalty at FIS, to discuss what’s driving this industry-wide shift. From the growing emphasis on non-transactional rewards to the role of AI in shaping personalized customer experiences, Vlad shares key insights on where loyalty is headed in 2025.
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Welcome to another Leaders in Customer Loyalty: Executive Spotlight, where we bring you insights from top executives driving innovation and excellence in customer engagement. Today, we’re thrilled to feature Aly Blawat, Senior Director of Customer Strategy at Blain’s Farm and Fleet. She is a seasoned leader in customer loyalty and the driving force behind Blain’s rewards programs, credit card offerings, and customer insights strategy.
With over 15 years of experience in the loyalty space, Aly has a deep understanding of what it takes to foster customer advocacy, streamline in-store training, and create meaningful engagement strategies. In this conversation, she shares her approach to aligning loyalty initiatives with business goals, leveraging first-party data to enhance customer experiences, and overcoming the challenge of driving program adoption across diverse customer segments.
Beyond her professional expertise, Aly also opens up about leadership lessons learned from her early career in retail management, the challenges of balancing a high-impact career with family life, and her passion for outdoor recreation.
Join Loyalty360 CEO Mark Johnson as he explores how Aly is shaping the future of customer loyalty at Blain’s Supply and gain valuable insights into the strategies that are making an impact in today’s evolving retail landscape.
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Cruises.com has unveiled Cruises.com Rewards, the cruise industry’s first points-based loyalty program, offering travelers the flexibility to earn and redeem points on any cruise booked through their platform. This loyalty program is unique as it enables cruisers to immediately redeem their points for onboard credit, cash back, merchandise, and more, enhancing the overall cruise experience.
Loyalty360 CEO, Mark Johnson, recently sat down with Rosemarie Reed, Senior Vice President of Marketing for cruises.com, who has played a pivotal role in the launch of Cruises.com Rewards. This episode of Brand Stories highlights various key factors in how to create a successful loyalty program and best practices to keeping customers engaged through the program.
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As part of the Leaders in Customer Loyalty: Industry Voices series, we had the opportunity to speak with Alexa Pak, Customer Success Lead of EMEA at Talon.One. Pak brings extensive expertise in helping brands enhance their loyalty programs through strategic innovation and personalization.
In this discussion, she shares her insights on key trends that will shape customer loyalty in 2025 and beyond. -
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In our first Executive Spotlight of the year Loyalty360 CEO Mark Johnson dives into an energizing conversation with Amy Barnett, the Vice President of Digital Experience and Loyalty at Cracker Barrel, as part of the Leaders in Customer Loyalty Series. From spearheading a loyalty program that now drives 30% of Cracker Barrel’s sales to shaping an iconic brand’s transformation in today’s rapidly evolving dining landscape, Amy reveals her playbook for success.
This interview is packed with fresh insights on harnessing the "power couple" of first- and third-party data, leveraging generative AI for personalization, and shaking up outdated technology strategies. Plus, Amy shares her career secrets, her passion for mentorship, and the advice she’d give to the next generation of loyalty professionals. Don’t miss this dynamic conversation with one of the industry's most dynamic leaders, she’ll leave you inspired and ready to level up your customer loyalty strategy! -
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Customer loyalty in the grocery industry is no longer just about discounts and rewards points. It is about creating meaningful connections and offering tangible value in ways that truly resonate. United Supermarkets has embraced this shift by blending gamification, digital engagement, and health-focused initiatives to drive deeper customer loyalty.
To explore this strategy, we spoke with Brenda Garcia, Health & Wellness Manager and Registered Dietitian, and Robin Cash, Director of Digital and Loyalty Marketing at United Supermarkets. Their insights reveal how customer expectations are evolving—and how United is staying ahead of the curve.
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Loyalty programs have evolved far beyond simple points and rewards. In an era where consumers expect hyper-personalized experiences and seamless omnichannel interactions, brands must rethink how they engage and retain customers. From leveraging AI to recalibrating business models, staying ahead requires both innovation and strategic execution.
In this episode of Industry Voices, Mark Johnson of Loyalty360 sits down with Don Smith, Chief Consulting Officer at Capillary, to unpack the latest trends in customer loyalty. They discuss what predictions for 2024 held true, where the industry fell short, and what key strategies will define success in 2025. With insights on AI, partnerships, financial engineering, and program design, this conversation is a must-read for any loyalty professional looking to refine their approach.
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In a beverage industry dominated by coffee culture, iced tea is making a bold statement, thanks to HTeaO. The rapidly growing franchise has transformed a traditionally home-brewed beverage into a sought-after, in-store experience that fosters both emotional and transactional loyalty.
We recently sat down with Heath Nielsen, President of HTeaO, to discuss the company’s journey, its approach to customer engagement, and the future of iced tea in the quick-service industry.
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Chuck E. Cheese has been a household name in family entertainment for nearly five decades. With 560 locations across 17 countries, the brand has entertained families with children ages 2 to 12 through its unique blend of games, pizza, and birthday celebrations. However, as consumer preferences and economic challenges have shifted, Chuck E. Cheese has adapted with significant investments in modernizing its facilities and reimagining its loyalty programs to better meet the needs of today’s families. In our latest installment of Leaders in Customer Loyalty, we had the chance to learn more about the details of these fresh initiatives from Mark Kupferman, the Executive Vice President and Chief Insights and Marketing Officer.
Read the full article on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/pizza-play-and-a-fun-pass-how-chuck-e-cheese-is-winning-hearts-and-wallets
Watch the full interview here: https://www.youtube.com/watch?v=S6F9lpzXIKM
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Loyalty is no longer just about points and perks. It is about creating authentic connections and experiences that resonate. In this edition of Loyalty Live, we spoke with Katie Berndt, Vice President of Strategy, Research, and Insights at Phaedon, to uncover the biggest trends in customer loyalty and how brands can rise to meet them. Katie shared grounded, data-driven insights that reveal how loyalty programs are evolving—and how businesses can stay relevant by striking the perfect balance between innovation and consistency.
Read the full interview on Loyalty3360 here: https://loyalty360.org/content-gallery/daily-news/loyalty-live-key-customer-loyalty-trends-with-phaedon-s-katie-berndt
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Brands are constantly exploring innovative ways to engage their audiences and stand out in a crowded marketplace. From leveraging partnerships to gamifying experiences, the loyalty strategies shaping 2025 are redefining how brands connect with their customers on a deeper, more meaningful level.
In this edition of Loyalty Live, Loyalty360 speaks with Ellen Green, Vice President of Loyalty Strategy at Bounteous Trends. Ellen shares insights into the industries driving loyalty program innovation, the rise of gamification, and the importance of emotional loyalty in creating lasting connections. She also discusses the challenges brands face in adopting new technologies and how they can ensure a balanced approach that delivers measurable value.
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When a brand like True Religion—famous for its bold urban casualwear and iconic denim—reimagines its customer loyalty program, it’s more than a refresh. It’s a statement. Under the leadership of Kristen D’Arcy, the brand’s first-ever Chief Marketing Officer, True Religion’s loyalty program has undergone a transformation that has already delivered impressive results.
In this podcast, we’ll explore how True Religion rebranded its loyalty program to increase customer engagement, build deeper connections, and reinforce its brand identity. From leveraging non-transactional earning opportunities to delivering experiences money can’t buy, Kristen reveals how True Religion stays true to its ethos of daring to be different.
Watch the full interview here: https://youtu.be/vM9LvJUBLqg
Read the full article on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/daring-to-be-different-how-true-religion-builds-authentic-customer-loyalty -
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Brands today face a growing challenge: how to keep loyalty programs engaging and relevant in a market filled with similar offerings. As customers demand more tailored experiences and meaningful interactions, the loyalty landscape is shifting toward smarter integrations, innovative technology, and creative strategies.
In this edition of Loyalty Live, Loyalty360 sits down with Aaron Lobliner, Chief Client Officer at Cataboom, to explore the trends and strategies brands are leveraging to create impactful loyalty programs. From balancing innovation with consistency to integrating gamification and non-transactional rewards, Aaron provides valuable insights into how brands can differentiate themselves and foster deeper customer engagement. -
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Loyalty360 recently spoke with Paul Nguyen, Senior Marketing Manager at Upper Deck, a leading brand in the trading card and memorabilia industry. Paul shared valuable insights into Upper Deck’s approach to customer loyalty, particularly through their innovative My MVP 2024 promotion. This program highlights the importance of fan engagement and community-building, two key pillars for loyalty program professionals.
By involving dedicated hockey fans in a contest that celebrates their contributions to the sport and community, Upper Deck not only strengthens its brand loyalty but also drives deeper connections with customers. As Upper Deck continues to evolve its marketing and customer engagement strategies, the My MVP promotion serves as a prime example of how brands can leverage unique, fan-focused campaigns to enhance customer loyalty. -
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As marketing, and the technologies powering it, are becoming increasingly complex, brands that are striving to connect with customers on a deeper level must navigate emerging challenges like anonymous website traffic and fragmented data. To stand out, companies must embrace advancements that enhance personalization and drive loyalty without compromising privacy.
Enter Wunderkind, a respected partner in identity resolution and performance marketing, which helps brands unlock the full potential of their customer data while ensuring compliance with privacy standards.
In this edition of Loyalty Live, Mark Johnson of Loyalty360 sits down with Tim Glomb, Vice President of Digital Content, Product Marketing, and AI at Wunderkind. Together, they explore the transformative power of AI and identity resolution in driving customer loyalty and revenue. From the nuances of privacy-compliant data usage to the future of autonomous marketing, Tim offers invaluable insights into how brands can forge meaningful connections with their customers in 2025 and beyond. -
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Loyalty360 had the pleasure of speaking with John Sellers, Head of Rewards at Bank of America and 2024 Loyalty Expo Champion of Customer Loyalty honoree. Bank of America’s Preferred Rewards program boasts 11 million members and leverages technology and engaged associates to provide personalized value. Mark Johnson, CEO of Loyalty360, discussed key perspectives on the customer loyalty experience with John.
Read the full article on Loyalty360 here.
Watch the full interview here. - Laat meer zien
