Leaders in Customer Loyalty, Powered by Loyalty360

Send us a textLoyalty360 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.

Send us a textAs the digital experience becomes a bigger and bigger part of a buyer’s journey, brands must quickly adapt to meet the evolving preferences of their customers. Nowhere is this truer than with Gen Z, a generation that expects seamless, personalized, and mobile-first experiences. Fat Brands, a global leader in franchising with over 2,300 locations and 18 brands, is making strides to capture this audience through innovative digital strategies.Understanding the Gen Z MindsetGen Z, comprising individuals born between 1997 and 2012, represents a significant portion of the consumer base. They are digital natives, having grown up with technology at their fingertips, and they expect brands to offer intuitive and efficient digital interactions. In our research, Loyalty360 found that Generation Z expects much more from a loyalty program than millennials. They want to save money, get additional perks, and earn rewards. They look for member-only discounts, coupons, and perks like free shipping and free samples.    Lisa Cheatham, Vice President of Marketing Revenue Channels at Fat Brands, explains how the company has pivoted to address the demands of Gen Z consumers. "We've observed a couple of trends here," Cheatham says. "The pandemic accelerated the shift towards digital. Across all our brands, we’ve seen a surge in online ordering and mobile app usage.”For Gen Z, convenience and personalization are paramount. “They expect a seamless online ordering experience,” notes Cheatham. “That was a key insight as we developed our app. We wanted to make it as easy to use and flexible as possible.”

Send us a textDavid’s Bridal stands as a powerhouse in the bridal retail market, with one out of every three brides in the United States walking down the aisle in one of their gowns. Kelly Cook, President of Brand Technology and Finance at David’s Bridal, explains that this prominent position not only fuels their dedication to brides but also their innovative approach to customer loyalty. In a recent interview, Cook shared how David’s Bridal leverages data, personalized customer experiences, and unique loyalty initiatives to build strong emotional connections with their customers. 

Send us a textMemorable experiences are a key part of creating lasting customer relationships, and Häagen-Dazs Shops are taking steps to enhance its approach. In this conversation with Maya Pocock, Brand Marketing leader for Häagen-Dazs Shops, Loyalty360 CEO Mark Johnson gets the inside scoop into how the iconic ice cream brand is building loyalty through its refreshed app. With a focus on frictionless engagement and visually stunning design, Häagen-Dazs is improving user experience and operational efficiency in a simplified and aesthetically appealing platform for customer engagement.Read the full article on Loyalty360 here.

Send us a textCava, a Mediterranean-inspired restaurant chain with over 340 locations has carved out a unique space in the competitive fast-casual dining industry. Known for its fresh ingredients and vibrant Mediterranean flavors, the chain has not only captured the attention of health-conscious diners but also the loyalty of investors. In line with its remarkable growth, Cava has refreshed its Cava Rewards loyalty program, offering insights into how innovative loyalty strategies can support brand growth and customer engagement. Read the full article on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/cava-s-loyalty-program-driving-growth-amid-a-surge-in-popularity

Send us a textTravel rewards have become increasingly popular in recent years, with more and more people taking advantage of the opportunity to earn points and miles on their everyday spending. According to a recent survey by NerdWallet, 41% of Americans have at least one travel rewards credit card. The variety of travel rewards programs in the market allows consumers to choose rewards that fit their lifestyle and build loyalty with brands they identify with. s have at least one travel rewards credit card. The variety of travel rewards programs in the market allows consumers to choose rewards that fit their lifestyle and build loyalty with brands they identify with.  BWH Hotels has accommodated travelers and listened to their needs for over 75 years. At the core of this diverse portfolio of brands, including Best Western, is a commitment to exceptional customer experience. BWH's recent initiatives, including the launch of two new co-branded credit cards in partnership with Mercury Financial and Visa, highlight their commitment to meeting the evolving needs of customers and helping them stand out in the competitive hospitality market. These credit cards offer a variety of benefits tailored to both frequent and occasional travelers.   "We are excited that this will make travel experiences more possible for our cardholders and our members," said Jay Hubbs, Vice President of Advertising, Marketing, Innovation and Analytics at BWH Hotel Group. "Our partnership combines the expertise of Mercury Financial and Visa with our award-winning Best Western Rewards loyalty program." Read the full article on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/bwh-hotels-elevating-customer-loyalty-and-inspiring-travel

Send us a textIn our latest edition of Loyalty Live, Loyalty360, speaks with Shamba Schmidt, Vice President, Solution Consulting at Epsilon. As a global marketing and data technology company known for its innovative approach to loyalty solutions and data-driven customer engagement, Epsilon leverages its extensive data repository and robust data practices to help brands forge meaningful and personalized connections with their customers.Listen to learn more about how Epsilon enables brands to harness data to drive loyalty, from enhancing customer profiles to implementing customized loyalty strategies that resonate with today’s consumers.

Send us a textDesigning an enterprise-level loyalty program from scratch is challenging on its own, but doing so for a large franchise organization like Supercuts—spanning 1,900 locations with over 400 local loyalty initiatives—raises the stakes even higher.Despite the daunting nature of the project, leadership at Supercuts saw an opportunity to build on the brand’s existing culture of customer loyalty. With a culture centered on customer connections, they leveraged guest feedback as a guide throughout the process. These details- the holistic approach and the culture- are table stakes needed within an organization to lay foundational guideposts to create a successful and personalized customer loyalty strategy.  Loyalty360 CEO Mark Johnson recently spoke with Michelle DeVore, Sr. Vice President and Head of Marketing for Regis Corporations, parent company of Supercuts, who is responsible for the launch of the Supercuts for Reward Program. Their discussion touches on several fundamental principles in building a successful loyalty program and best practices that can apply to any industry.

Send us a textArtificial intelligence (AI) and Machine Learning (ML) continue to be top of mind as marketers are leveraging AI and ML in a variety of ways to improve their customer loyalty programs and strategies. Integration of these technologies into day-to-day workflows is a challenge for many brands, especially when considering potential roadblocks from limited budgets, internal resources, and the ability for these innovative technologies to complement brands’ existing marketing technology stacks.Loyalty360 CEO Mark Johnson recently spoke with Monique De La Rosa. VP, Data Science and Analytics at Ansira, about the opportunities AI and ML present to elevate customer loyalty programs with more seamless and personalized experiences.

Send us a textThe philosophy “the customer is always right” drives many marketers to value client, patron, and guest feedback.  Piada Italian Street Food, known for its fresh Italian-inspired menu, has steadily expanded since its founding in 2010, now operating in seven states with plans for continued growth. The brand has made it a priority to listen closely to customer feedback, leveraging data-driven insights to enhance both its on-site and digital experiences. As loyalty programs evolve, Piada has embraced gamification, flexible reward redemption, and exclusive offers to engage guests more deeply.  Loyalty360 recently spoke with Jason Profitt, VP of Technology at Piada Italian Street Food, about their latest loyalty program updates aimed at delivering a more personalized, seamless experience for customers.