Leaders in Customer Loyalty, Powered by Loyalty360

Send us a textHow does your loyalty program continue to stay relevant and valuable to consumers as they evolve buying behaviors in this changing landscape?The answer: by implementing a data-led, customer-centric strategy, you’ll find actionable insights using the customer and loyalty data you are collecting today. Join us in this webinar to learn how to leverage data to improve your understanding of customers and use AI and machine learning to optimize personalized marketing offers. Learn about the proven and powerful 3-step process to move from segmented marketing to individualized marketing.Key Takeaways:• What is the difference between a data-driven and data-led organization and why it’s important to be data-led in today’s changing landscape• How behavioral offers lead to greater customer loyalty and LTV (lifetime value)• The 3 step-process to implement data-led individualized strategy for your loyalty program that allows you to react to changes in customer behavior in a flexible and agile way.Speaker: Christian Selchau-Hansen is the CEO and co-founder of Formation, an enterprise software company that optimizes the customer journey through personalized marketing experiences. A 20-year tech veteran, Christian has helped develop new products and drive growth at companies like Square and Zynga. Prior to launching Formation, he was a partner at BCG Digital Ventures, using his experience to advise large companies and incubate innovative startups. Christian earned his M.B.A. with honors from The Wharton School of the University of Pennsylvania and has bachelor’s degrees in mechanical engineering and economics from Rice University.

Send us a textWhile Sleep Number’s mission to help everyone in the world sleep better may seem like a dream, it is anything but. In fact, the company doesn’t think of itself as just a mattress retailer, but a health and wellness company, since sleep is as important to one’s health as diet and exercise. “Over the last 10 years or so, we have become a strong innovation company,” says Lisa Erickson, senior director of CRM and Loyalty at Sleep Number. “We offer the only bed where all you have to do is sleep, and it will tell you how you sleep each night. It gives you tips for adjusting to sleep better, and even adjusts during the night to find your most optimal sleep number. We've advanced our technology and moved more into the health and wellness space, and not just a bed retailer.”Sleep Number, a Minnesota-based company started in 1987, has over 600 stores in the U.S. J.D. Power ranked Sleep Number the highest in customer satisfaction with mattresses three times, 2015, 2016 and 2018. 

Send us a textAfter decades of taking the brunt of consumer complaints, air travel in North America reached a record high in satisfaction surveys in 2019. J.D. Power says traveler’s satisfaction with their flying experience hit a record in 2018, and yet jumped even further in 2019.The survey says newer planes, better ticket value and improved customer touchpoints have made flying a much better experience than ever before, and airlines such as Air Canada are working harder to improve on their success, especially with the hit taken in consumer travel with the recent pandemic.Loyalty360 spoke with Mats Winter, director of product at Air Canada, about the country’s largest domestic carrier’s ongoing plans to better serve its customers through several initiatives, including new lounges and suites, chauffer service, better pillows and blankets, and even partnering with celebrity chefs on new food items.

Send us a textDavid VanWiggeren, CEO, DropTank, and Loyalty360's Mark Johnson discuss customer loyalty/CX trends and the changing industry landscape.Here are questions that Mark posed to David:• How do you define customer loyalty and what does customer loyalty mean to your organization?• What is the biggest challenge or opportunity you see in customer loyalty today?• What is one brand (or a few) that you think do an exceptional job of creating customer loyalty and why?• What is a brand (or a few) you are most loyal to and why?• How have you seen COVID impact your clients or brands in general – and what brands have you seen successfully pivot or reinvent themselves during this time?• COVID-19 has had a significant impact on brands’ marketing strategies this year. What are your clients asking of you right now and how has that changed from what they were asking of you at this time last year or earlier in 2020?• What is one piece of advice you would share with brands looking to improve their customer loyalty or experience strategies?• Look five years from now; how do you think loyalty programs, strategy, or customer experience will evolve?Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.Visit http://www.loyalty360.org

Send us a textConsumers are spending more time online, and with an increase in sharing and shopping comes an increased risk for potential issues related to a customer’s personal information. This is where Generali Global Assistance and its Global Identity and Cyber Protection business unit comes in.Founded in 1963, Generali Global Assistance has been a leader in the assistance industry for over 50 years and continues to provide its customers and partners peace of mind and assistance in the most difficult of circumstances. As a B2B2C supplier, the company works with consumers via various brand partners as an embedded or voluntary offering through insurance providers, financial institutions, or as a part of an employer’s benefits package – with the end goals of providing exceptional levels of customer experience and customer support, often in situations when consumers need that support the most. Loyalty360 recently spoke to Paige Schaffer, Chief Executive Officer for Global Identity and Cyber Protection, to learn more about the company, how Generali Global Assistance is assisting clients and customers during COVID-19, and how the company’s services can play a vital role in protecting customers during their time of need. 

Send us a textDavid Sykes, who heads global payments provider Klarna’s U.S and North America operations, talks with Loyalty360’s Mark Johnson about Klarna’s launch of its first loyalty program, Vibe. The members can receive rewards for all purchases they make directly through the Klarna app, no matter what store they are purchasing from. Klarna has 4,200 retail partners in the U.S — including H&M, Sephora, The North Face, Timberland and Abercrombie & Fitch — and their global network includes some 200,000 retailers. To read more about Klarna on Loyalty360, Johnson previously spoke with Sykes in an interview at the time of Vibe’s launch in June, which you can read here. 

Send us a textLoyalty360 Loyalty Live Interview: Matt Kates, CMO, Prizelogic, and Loyalty360's Mark Johnson discuss customer loyalty/CX trends and the changing industry landscape.Mark asked Matt to touch on a few topics during their discussion:• Talk about a brand that’s doing a great job of creating customer loyalty and why?• COVID-19 has had a big impact on brand’s marketing strategies this year. What are your clients asking of you right now and how has that changed from what they were asking of you at this time last year or earlier in 2020?• As you mentioned, CPG is one of the main verticals your clients are based in. Loyalty Programs continue to grow in popularity with CPG brands. What do you think is driving that growth?• What is the biggest challenge CPG has to overcome in order to develop a successful loyalty program?• In order to drive engagement beyond the transaction, what are some steps should CPG brand take?• You mentioned earlier that in addition to loyalty, PrizeLogic also has promotions capabilities such as sweepstakes and contests. How do your loyalty clients also leverage PrizeLogic’s promotions capabilities?• If you could ask one question of a competitor, client, or brand about customer loyalty, what would that be?• Is there a current trend, new technology, or idea that you believe is the most important thing for brands to focus on today?• What can we do as an association to help others focused on loyalty and CX in their journeys?• Loyalty Data Sharing and benchmarks. They are publishing them. What is the industry looking at? Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.Visit http://www.loyalty360.orgFor those interested in watching the recording of this Loyalty Live live stream, you can find the full video on our Loyalty360 YouTube channel. 

Send us a textLoyalty360 Loyalty Live Interview: Emil Sarkissian, CEO, Loyalty Methods and Loyalty360's Mark Johnson discuss customer loyalty/CX trends and the changing industry landscape.Here are some of the topics that we posed to Emil:-What is the biggest challenge or opportunity you see in customer loyalty today?-What is one brand (or a few) that you think do an exceptional job of creating customer loyalty and why?-What is a brand (or a few) you are most loyal to and why?-How have you seen COVID impact your clients and how have you helped them through transitions, pivots, etc.?-Is there a brand (or a few brands) that you think have been able to successfully re-invent or re-position themselves – and what have they done well – due to COVID?-What is one piece of advice you would share with brands looking to improve their customer loyalty or experience strategies?-If you could ask one question of a competitor, client, or brand about customer loyalty, what would that be?-What is next for customer loyalty?Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.Visit http://www.loyalty360.orgFor those interested in watching the recording of this Loyalty Live live stream, you can find the full video on our Loyalty360 YouTube channel. 

Send us a textThe restaurant industry has been one of the hardest hit verticals during COVID-19 as these brands have had to pivot and search for creative ways to still serve customers due to decreased traffic and various restrictions. As many look to get back to some sense of normal, CIBC, one of Canada’s “big five” financial institutions is stepping up to help local restaurants through what is a tough time for many. CIBC has a long history of helping clients, communities and businesses prosper, dating back to Canada's confederation in 1867. It has since worked to be a trusted advisor, assisting individuals with their finances, while offering a superior level of experience and well-established programs for their clients.Loyalty360 spoke with CIBC’s Mark Swartz, senior director of consumer cards, and Natalie Nah, senior director of client engagement, to learn more about the brand’s Revival Rewards program that ran through August 4, and overall customer loyalty and experience strategy. 

Send us a textLoyalty360 Loyalty Live Interview: Carlos Dunlap-Beard, VP of Business Development and Loyalty Solutions for Clarus Commerce and Loyalty360's Mark Johnson discuss customer loyalty/CX trends and the changing industry landscape.There were several interesting questions Mark posed to Carlos:• Can you tell us a little more about premium loyalty – how it is different from a traditional program or what is brands already have a traditional program is place. What are some examples of premium programs out there today? • What is the biggest challenge or opportunity you see in customer loyalty today?• What do you think are some of the biggest challenges retailers are facing now?• What is one brand (or a few) that you think do an exceptional job of creating customer loyalty and why?• What is a brand (or a few) you are most loyal to and why?• How have you seen COVID impact your clients and how have you helped them through transitions, pivots, etc.?• Is there a brand (or a few brands) that you think have been able to successfully re-invent or re-position themselves – and what have they done well – due to COVID?• What is one piece of advice you would share with brands looking to improve their customer loyalty or experience strategies?• If you could ask one question of a competitor, client, or brand about customer loyalty, what would that be?• What are some things that you hear brands asking for from vendors?• What’s next for customer loyalty?• What do you think is next for loyalty? Where is the industry headed?Loyalty360 is hosting speakers in a live stream format, featuring conversations on customer loyalty and experience news, trends, insights, and opportunities for marketers. During the live stream sessions, guests are welcome to tune in to the live broadcast on Loyalty360's YouTube channel, ask questions, and have them answered in real-time.Visit http://www.loyalty360.orgFor those interested in watching the recording of this Loyalty Live live stream, you can find the full video on our Loyalty360 YouTube channel.