Leaders in Customer Loyalty, Powered by Loyalty360

Send us a textMark Johnson, CEO of Loyalty360, spoke with Laura Miller, SVP of Strategic Services, and Martha Cohen, Vice President, Client Services at Kobie, about leveraging artificial intelligence (AI) to reduce pain points, breaking down organizational silos to build better programs, and challenges in customer loyalty.  

Send us a textMark Johnson, CEO of Loyalty360, spoke with Jill Moser, SVP of Global Offers at Mastercard, about what will impact loyalty in 2024, how brands should approach building relationships, and why offering customers choice is imperative to remain competitive in the loyalty space.

Send us a textHooters is a globally iconic, image-based, casual dining restaurant brand founded in 1983 in Clearwater, FL. The company consists of nearly 370 stores in total, which include domestic and international franchisees. The brand’s footprint counts 42 states in the U.S. and 29 countries and endeavors to serve great food in a fun environment.  Hooters’ tagline is Hooters Makes You Happy — and that’s the brand’s goal. Hooters wants to give its customers a break from the everyday routine and offers an escape featuring cold beer, chicken wings, and the legendary Hooters Girls, who deliver memorable customer experiences in a fun and engaging way.  Mark Johnson, CEO of Loyalty360, spoke with Bruce Skala, Chief Marketing Officer (CMO), HOA Brands, about how the responsibilities of the CMO have changed, successful partnerships with sports figures, and leveraging social media influencers to drive sales.  

Send us a textMark Johnson, CEO of Loyalty360, spoke with Don Smith, EVP, Chief Consulting Officer at Brierley, about defining and measuring success, trends Brierley notes for 2024, and what generative AI means for brands. 

Send us a textMark Johnson, CEO of Loyalty360, spoke with Tom Madden, Executive Vice President, and Katie Berndt, Vice President, at Phaedon, about expected trends in 2024, challenges and opportunities for brands, and how listening to customers will determine loyalty program success.

Send us a textIn today’s commercial landscape, fostering customer loyalty requires more than discounts and rewards. Brands must also deliver personalized experiences to engage and delight customers along their journey. Xoxoday empowers brands to meet this challenge with software solutions that promote loyalty by enhancing the customer experience.Loyalty360 spoke with Xoxoday Co-Founder Manoj Agarwal about how experiences affect customer loyalty, the importance of personalization, and creating customer-centric loyalty experiences.

Send us a textIn the journey from that first retail flower shop founded in Manhattan by Jim McCann in 1976 to the gift-giving resource giant known as 1-800-FLOWERS.COM, Inc., the trajectory of the company has been one of growth. From that first location and over the next ten years, McCann went on to open 13 more stores. In 1986, the company secured the toll-free phone number 1-800-Flowers and adopted it as its name. An exciting opportunity to become the first merchant provider to appear on AOL opened up in 1994. The company’s own website went live in 1995, and in 1999, the company was renamed 1-800-FLOWERS.COM, Inc. in conjunction with its IPO.The 2000s were one of expansion as the company began to offer more products. Multiple digital and voice platforms were developed in the 2010s, giving customers more ways to shop. Today, gift-givers are presented with a broad variety of choices as 1-800-FLOWERS.COM, Inc. offers products through more than a dozen different brands encompassing gourmet food, personalized products, and, of course, bouquets of flowers. With such a wide selection of offerings, the company can serve a diverse customer base that seeks to celebrate important moments, give messages of comfort in difficult times, and improve relationships with friends and family members through the act of sending a meaningful gift.Mark Johnson, CEO of Loyalty360, spoke with Jason John, CMO at 1-800-FLOWERS.COM, Inc., about the brand’s Celebrations Passport loyalty program, how communications reflect enterprise values at the brand level, and how the company’s focus on helping customers develop better relationships builds better loyalty.Read the full article on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/1-800-flowers-helping-customers-build-meaningful-relationships-builds-better-customer-loyalty

Send us a textMark Johnson, CEO of Loyalty360, spoke with Sam Panzer, Director of Industry Strategy at Talon.One, about the 2024 trends in customer loyalty and some of the opportunities he sees within his organization from the brand side.

Send us a textBojangles is a Carolina-born restaurant brand specializing in Southern food like hand-breaded fried chicken and made-from-scratch biscuits. Founded in 1977 in Charlotte, N.C., by Jack Fulk and Richard Thomas, the brand now operates over 800 restaurants in the Southeast. Deeply influenced by “Southern hospitality,” Bojangles draws guests back to its restaurants with friendly crews focused on making the experience memorable for customers.   Bojangles is poised to begin an aggressive expansion across Florida, Texas, Nevada, and Ohio. The fast-food brand is on a mission to deliver a “taste of the South” to the rest of the country. Mark Johnson, CEO of Loyalty360, spoke with Sergio Perez, Sr. Director of Omnichannel Initiatives at Bojangles, about building the Bojangles Reward program, forming partnerships that leverage customer affinity, and driving personalization by knowing what resonates best with customers.  

Send us a textFrom the inception of railroads in the U.S., commercial freight railroads operated private passenger service. However, by the 1960s, travel by air and interstate highways dominated, and it was no longer profitable to operate passenger railroads.As a result, private railroads in the U.S. were not doing well. Passenger service was one of many headwinds they had in the business, and they were essentially looking to end it. The federal government did not want to see a wholesale failure of the railroads in the country and decided to develop a solution: Amtrak.Amtrak, founded in 1971, is a private company, but the sole shareholder is the United States Federal Government. In some regard, there is a public side to the brand. Amtrak assumed all the passenger lines managed by the different railroads throughout the country. Since then, the company has grown — cutting some lines while adding others and revitalizing the fleet.Today, Amtrak has observed historic interest and levels of investment in passenger rail as a low-energy, sustainable way to travel. This recognition points to passenger rail as having a role to play in the future of travel in the U.S. Over the next 10 years, the company plans to move its services into new markets while improving service in existing ones.Mark Johnson, CEO of Loyalty360, spoke with Adam Levin-Epstein, Director, Amtrak Guest Rewards, and Ross Nizlek, Director, CRM Operations & Strategy at Amtrak, about Amtrak’s Guest Rewards program, using customer loyalty data to determine program enhancements, and the brand’s commitment to “proactive service recovery.”