Leaders in Customer Loyalty, Powered by Loyalty360

Send us a textHow Customer Loyalty Is Shifting in 2025 In this episode of The CEO’s Desk, Loyalty360 CEO Mark Johnson unpacks key insights from the 2025 State of Customer Loyalty Report, including year-over-year trends, strategic shifts, and executive sentiment around loyalty programs.📉 Why did the number of brands planning loyalty program overhauls drop from 79% in 2024 to 64% in 2025? 📈 What’s driving a 10-point increase in executive support for loyalty? 💡 What does “operationalizing loyalty” really mean—and how are brands doing it?We explore the realignment of priorities among leading brands, including:The decline in reward innovation and the rise of personalizationGrowing executive buy-in and enterprise-wide support for customer loyalty programsChallenges with brand partnerships, gamification, and integrating new technologiesThe shift away from broad acquisition tactics toward deepening value for existing members

Send us a textFor Merz Aesthetics, customer loyalty is more than a marketing initiative; it’s a guiding philosophy that influences every aspect of the brand’s identity and operations. As a global medical aesthetics company with a strong family-owned heritage, Merz Aesthetics places deep emphasis on building trust and delivering meaningful experiences that resonate with both healthcare providers and patients. In a category where confidence and care intersect, the company recognizes that loyalty must be rooted in both emotional connection and practical value. At the center of this strategy is Xperience+, Merz Aesthetics’ award-winning U.S. loyalty platform designed to be both impactful and effortless. While the program is celebrated for its simplicity, it’s underpinned by a thoughtful, evolving strategy that adapts to the needs of a diverse and dynamic audience. From streamlining the user journey to ensuring that rewards feel genuinely valuable, Merz Aesthetics is committed to making loyalty easy without sacrificing depth. The brand’s approach is led by Donnarie Hales, Director of Loyalty Strategy and Experience, who plays a key role in shaping how the brand balances innovation with simplicity. Hales emphasizes the importance of designing a platform that not only meets the practical needs of providers and patients but also reflects the emotional core of the aesthetics experience. With a focus on listening, evolving, and staying ahead of consumer expectations, Merz is working to create deeper connections with the next generation and building loyalty in an industry grounded in beauty, trust, and transformation. 

Send us a textIn this edition of Loyalty360's Leaders in Customer Loyalty: Industry Voices, we sat down with Dr. JR Slubowski, Vice President of Consulting and Research Center of Excellence Lead at Kobie, to discuss the state of customer loyalty, the evolution of loyalty strategies, and the frameworks shaping the industry today. With decades of experience and a front-row seat to cross-industry innovation, Dr. Slubowski shared insight into the emotional drivers of loyalty, Kobie’s unique approach to program design, and how brands can rethink the way they cultivate long-term customer relationships. 

Send us a textCalifornia Pizza Kitchen (CPK) has been delighting diners for four decades, but as the brand celebrates its 40th anniversary, Chief Marketing Officer Dawn Keller, is focused not on nostalgia but on reinvention. At the helm of marketing, culinary, digital, and menu innovation, Keller is bringing a deeply personal connection to the brand—and a bold, modern vision for its future. 

Send us a textAs brands face mounting pressure to create deeper, more sustainable connections with their customers, the role of loyalty strategy has evolved from transactional tactics to enterprise-wide engagement. For Michelle Sequeira Yee, Vice President of Consulting at Bond, this evolution isn’t just necessary, it’s urgent. Drawing on her experience leading customer and digital strategy at large national Canadian retailers, and on the agency side at McCann and Havas, Sequeira Yee now helps brands reimagine loyalty as a driver of business growth, using data, technology, and emotional relevance to build meaningful relationships across the customer base. 

Send us a textWelcome to Leaders in Customer Loyalty: The CEO’s Desk, a Loyalty360 original podcast series featuring exclusive executive insights from Loyalty360 CEO Mark Johnson. In part 2 of this interview, Mark unpacks the Top 11 Trends in Customer Loyalty for 2025, straight from Loyalty360’s Advisory Board sessions at the 2025 Loyalty Expo. What You’ll Learn in This Episode:• Why organizational alignment is mission-critical to program success How leading brands are substantiating and reinforcing loyalty program value• The growing pressure to prove ROI to CFOs and align loyalty with business strategy Key strategies for simplifying loyalty program structures and overcoming tier fatigue• The evolving role of AI, data, and personalization in loyalty program optimization• How brands are adapting to economic uncertainty, supply chain disruption, and regulatory changes• Real-world examples of loyalty innovation from brands like Wigels and others Whether you’re a loyalty program manager, brand executive, or tech partner, this episode is packed with critical insights to help you evolve your loyalty strategy in a time of rapid change. 📌 Subscribe for more in-depth discussions on customer loyalty, emotional engagement, loyalty partnerships, and next-gen program design.

Send us a textIn the competitive world of convenience stores, where speed and service reign supreme, customer loyalty programs are becoming a pivotal factor in brand success. Weigel's, a family-owned convenience store chain based in East Tennessee, is setting a high standard with its innovative loyalty program, My Weigel's Rewards. With 85 locations and a commitment to quality products, exceptional service, and community engagement, Weigel's continues to expand, creating lasting connections with its customers. At the heart of this success is Jessica Starnes, the Director of Loyalty at Weigel's, who has been with the company for over 16 years, driving the evolution of its loyalty program.

Send us a text2025 Customer Loyalty Trends Uncovered Welcome to Leaders in Customer Loyalty: The CEO’s Desk, a Loyalty360original podcast series featuring exclusive executive insights from Loyalty360 CEO Mark Johnson. In this episode, Mark unpacks the Top 11 Trends in Customer Loyalty for 2025, straight from Loyalty360’s Advisory Board sessions at the 2025 Loyalty Expo.What You’ll Learn in This Episode:• Why organizational alignment is mission-critical to program success• How leading brands are substantiating and reinforcing loyalty program value• The growing pressure to prove ROI to CFOs and align loyalty with business strategy• Key strategies for simplifying loyalty program structures and overcoming tier fatigue• The evolving role of AI, data, and personalization in loyalty program optimization• How brands are adapting to economic uncertainty, supply chain disruption,and regulatory changes• Real-world examples of loyalty innovation from brands like Weigels and othersWhether you’re a loyalty program manager, brand executive, or tech partner,this episode is packed with critical insights to help you evolve your loyaltystrategy in a time of rapid change.

Send us a textIn an increasingly dynamic marketplace, the role of customer loyalty has evolved far beyond transactional relationships. Today’s leading brands understand that loyalty must be earned through authentic engagement, reciprocal value and experiences that resonate on both functional and emotional levels. Lenovo, a global technology powerhouse, exemplifies this philosophy with its customer-centric initiatives, including the award-winning Evolve Small program and the My Lenovo Rewards platform. In a recent conversation with Loyalty360, Jamie Linville, Digital and Brand Senior Manager at Lenovo, shared insights into how the company approaches loyalty, the evolution of its programs and the balance between technology and humanity in customer engagement. 

Send us a textFor many fans, the first concert or professional sporting event they attend is more than just entertainment. It’s a core memory. It’s the roar of the crowd, the closeness of family, and the once-in-a-lifetime thrill of seeing a favorite artist or team live. Today’s consumers no longer settle for a faraway seat or generic experience; they want immersive, personalized moments that spark emotional resonance. At the forefront of this movement is VIP Nation, a leader in curated concert experiences and part of the Live Nation family. Evan Abrams, Senior Director at VIP Nation, has had a front-row seat in the evolution of fan engagement for more than a decade. “VIP Nation, we're a global leader in premium concert experiences. "We work directly with the artists, managers, and promoters to create elevated fan moments,” Abrams explains. These range from artist meet-and-greets and sound checks to photo ops on stage and exclusive merch bundles. “Our mission is to bring fans closer to the music they love in unforgettable ways.”