Leaders in Customer Loyalty, Powered by Loyalty360

Send us a textHealth and wellness have become foundational to the modern lifestyle, with consumers redefining what fitness looks like shifting from traditional gym routines to more holistic and mobile-friendly approaches. Walking, hiking, cycling, and fitness-tracking apps are now integral parts of personal health journeys. This evolution has created new opportunities for customer-centric innovation, and few brands are leaning into this shift as effectively as Fleet Feet. Founded in 1976 by two women in Sacramento, California, Fleet Feet has grown from a single boutique running store into the country’s largest franchisor of locally owned and operated specialty running retailers. Today, it operates more than 280 stores across 40 states, offering expert outfitting, training programs, and a strong sense of community. At the heart of Fleet Feet’s loyalty strategy is its recently relaunched Fleet Feet Milestones program—an initiative that reflects both its legacy and its forward-thinking ethos. Joining us for this edition of Leaders in Customer Loyalty: Brand Stories is Abbey Gurley, Senior Manager of Customer Loyalty at Fleet Feet, who shares how the brand is building emotional loyalty, supporting franchisees, and using customer data with care. 

Send us a textIn a highly competitive and commoditized fuel retail landscape, Petro-Canada, a Suncor business, is refining what customer loyalty looks like. Celebrating 50 years of serving Canadians coast to coast, the brand is leveraging deep insights, digital transformation, and purpose-driven partnerships to build emotional loyalty and maintain its relevance in an evolving market. At the heart of this initiative is Amanda Mitchell, Head of Loyalty at Petro-Canada, alongside Monica Stevenson, Strategic Partnerships Manager. With decades of combined experience in loyalty, marketing, and customer engagement, the duo is leading efforts to make Petro-Points, one of Canada's longest-running loyalty programs, more impactful, accessible, and emotionally resonant. Mitchell and Stevenson recently joined Loyalty360’s Ethan Perry on the Leaders in Customer Loyalty podcast to discuss how Petro-Canada is innovating in loyalty, managing complexity, and preparing for the next generation of customer expectations. 

Send us a textFor brands aiming to deepen engagement and create meaningful loyalty experiences, the traditional "earn and burn" model is no longer enough. In today’s Industry Voices, Mary Luckey, Reward Strategy Director at Maritz, shares her perspective on how loyalty programs must evolve to remain relevant — and why reward strategy is at the heart of that transformation. With more than two decades at Maritz — and experience across both consumer and B2B loyalty programs — Luckey focuses on what she calls "the really fun part" of loyalty: shaping the rewards members earn. "My role is about working with account teams and clients to ensure they offer the right rewards — whether it's merchandise, gift cards, travel, or experiences — and crafting redemption experiences that truly drive loyalty," she explains. At Maritz, the approach to customer loyalty goes well beyond points and transactions. Luckey describes loyalty as a relationship, not a straight line, emphasizing that customer engagement must be seen as a living journey rather than a single outcome. "Since Maritz has always focused on people and behavior change, we design loyalty journeys that tap into emotions," she says. For example, encouraging members who redeem for a major travel reward to create a photo book afterward helps them savor memories and dream about the next trip — subtly pulling them deeper into the brand experience. 

Send us a textIn 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 the fence, Glomb shares his no-nonsense take on brand integration, data activation, AI education, and why mentorship and community matter more than ever. 

Send us a textIn 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 commitment to community impact and customer engagement. “Our mission at the Virginia Lottery is to generate revenue for K-12 public education,” Milligan explained. “Last year we generated more than $934 million for public schools and, since 1999, we’ve contributed more than $13 billion to schools in the Commonwealth.” But while the mission remains paramount, the Virginia Lottery is equally focused on reshaping how players engage with its brand, particularly in an increasingly competitive marketplace. 

Send us a textBrands 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 edition of Loyalty360’s Industry Voices, Pretsch  shares how Bambu is redefining what it means to be “mobile-first,” why customer loyalty needs to go back to fundamentals, and how brands can build loyalty programs that are both responsive and resilient in today’s attention economy. 

Send us a textIn 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 Melissa Cummings, Vice President of Digital Marketing. With over three years leading the Tropic Rewards® loyalty program and broader digital initiatives, Cummings has been instrumental in driving nearly 50% year-over-year loyalty growth — an achievement all the more remarkable given today’s fragmented foodservice market. 

Send us a textBrands 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 platform that assists companies in creating memorable moments for their customers and employees. Outlaw discusses Switchfly's role in enhancing loyalty and rewards programs, its expansion into employee recognition solutions, and the impact of personalization and AI on the future of customer loyalty. 

Send us a textIn 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 program leadership. He discusses how Giant Food is differentiating through service excellence, deep customer engagement, proactive fraud prevention, and a sharp focus on creating meaningful connections beyond transactions. Draude also offers personal reflections on leadership, mentorship, and paying it forward, highlighting the human side of loyalty strategy in today's dynamic environment. Read the excerpt below and listen to the entire interview on the Leaders in Customer Loyalty podcast. 

Send us a textFor 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 your customers. In a recent episode of Leaders in Customer Loyalty: Brand Stories, Maria Brous, Director of Communications at Publix, offered an inside look at how the grocer cultivates loyalty by investing in associates, elevating the customer experience, and serving communities with integrity and purpose.