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PODCAST

Leaders in Customer Loyalty, Powered by Loyalty360

Leaders in Customer Loyalty: for those looking to deepen customer experience, engagement, and brand loyalty. Each episode features innovative brands, industry experts, and executive leaders who share actionable insights, proven strategies, and real-world experiences designed to help marketers and brand professionals stay ahead in the ever-evolving world of customer loyalty.

business management

All Episodes

43:51

Leaders in Customer Loyalty: Brand Stories | How...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/04/16

Send us Fan Mail For most consumers, telecom is largely invisible. It powers everyday moments, streaming, messaging, navigation, but rarely commands attention. When it does, expectations are straightforward: reliable service, fair pricing, and a seamless experience. For Deutsche Telekom AG, meeting those expectations is only part of the equation. The company is focused on extending its role beyond connectivity, building a model where it becomes a meaningful part of customers’ daily live...

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33:15

Leaders in Customer Loyalty: Brand Stories | How PNC...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/04/09

Send us Fan Mail For most consumers, banking isn’t something they think about every day, until they need it. Opening an account, managing expenses, planning for the future. In those moments, the expectation is simple: clarity, confidence, and a sense that their bank is working in their best interest. For PNC, meeting those expectations goes beyond products or transactions. It’s about delivering a consistent, human-centered experience that makes customers feel valued at every interaction...

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29:18

#518: Leaders in Customer Loyalty: Brand Stories |...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/04/02

Send us Fan Mail For many consumers, dining out isn’t just about the food. It’s about the occasion. A birthday celebration. A long-overdue dinner with friends. A familiar favorite that brings back memories of why you fell in love with a brand in the first place. For P.F. Chang’s, those moments have always been part of its identity. Known for its Pan-Asian cuisine, distinctive ambiance, and shareable dining experiences, the brand has built its reputation on delivering more than just a me...

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28:49

Leaders in Customer Loyalty: Supplier Voices | Mobile...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/03/31

Send us Fan Mail For many brands, the future of customer loyalty is increasingly unfolding on mobile phones. Mobile engagement platforms are quickly becoming central to how brands build relationships, deliver timely value, and personalize experiences at scale. As loyalty programs evolve from transactional reward systems to continuous engagement ecosystems, mobile messaging is emerging as one of the most effective ways to maintain that connection. Alex Campbell, CIO and co-founder of Vib...

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36:55

Leaders in Customer Loyalty: Brand Stories | Getting...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/03/26

Send us Fan Mail For most consumers, auto parts aren’t something they think about until something goes wrong. A dead battery before work. Worn brakes before a long trip. An unexpected repair that can’t wait. In those moments, the expectation is simple: get what you need, quickly, confidently, and at a fair value. For Advance Auto Parts, that reality has shaped its business for more than 90 years, now driving a renewed approach to customer loyalty. As the automotive aftermarket evo...

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40:24

Leaders in Customer Loyalty: Brand Stories |...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/03/19

Send us Fan Mail Laundry is one of life’s most universal routines, something every household manages, yet few people genuinely enjoy. For Tide, long recognized for its leadership in laundry products, that everyday challenge has become an opportunity to rethink how garment care services can deliver convenience, care, and loyalty. Through Tide Services, a subsidiary of Procter & Gamble, the brand has expanded beyond detergents into service concepts designed to simplify laundry. With m...

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39:11

Leaders in Customer Loyalty: Supplier Voices | Inside...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/03/17

Send us Fan Mail As brands enter 2026, loyalty is being reshaped by a blunt reality: customer acquisition costs keep climbing, and retention is now a core growth lever. Loyalty programs are no longer viewed as optional perks or promotional add-ons. They’re becoming strategic moats, powered by first-party data, lifecycle marketing, and increasingly, AI-enabled decisioning. We recently spoke with Luke Kline, Founding Marketer at Hightouch and author of the Lifecycle Leaders newsletter, ab...

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47:48

Leaders in Customer Loyalty: Supplier Voices |...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/03/10

Send a text For many brands, figuring out how to improve loyalty outcomes in 2026 can feel a bit like searching for the meaning of life: Complex, constantly evolving, and deeply personal. What drives loyalty today isn’t one universal formula, but a shifting mix of data intelligence, emotional relevance, and contextual value that looks different for every customer. Sean Claessen, EVP of Innovation and Chief Strategy Officer at Bond Brand Loyalty, believes the industry might have reached ...

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29:22

Leaders in Customer Loyalty: Brand Stories |...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/03/05

Send a text What if hotel loyalty wasn’t built just for road warriors, but for the way the average person actually travels? That’s the question driving the evolution of Choice Privileges. As travel behaviors shift and consumers demand more flexibility and recognition, Choice Hotels International is reshaping its loyalty strategy to deliver rewards that feel achievable, relevant, and worth coming back for. For more than 85 years, Choice Hotels has shaped how travelers experience hospital...

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21:16

Leaders in Customer Loyalty: Brand Story | From...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/02/26

Send a text Nearly two decades after first firing up the grill, Hot Head Burritos, with its fiery mascot Leroy leading the charge, has grown from a Dayton favorite into a fast-casual brand with serious regional momentum. Known for bold flavors and an increasingly sophisticated digital loyalty strategy, the chain now spans 86 locations across nine states and continues finding new ways to connect with guests, from the counter to the app and everywhere in between. Peter Wiley has had a fro...

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19:34

Leaders in Customer Loyalty: Supplier Voices | Inside...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/02/24

Send a text As loyalty programs move into 2026, brands are confronting a fundamental shift: loyalty is no longer sustained by accumulation alone. Points, miles, and introductory bonuses still matter, but they no longer guarantee relevance or emotional attachment. Instead, transparency, experiential value, and ongoing engagement are becoming the defining forces shaping how loyalty programs earn and maintain consumer trust. We recently spoke with Eileen Peacock, Senior Vice President, Gen...

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20:51

#509: Leaders in Customer Loyalty: Brand Stories |...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/02/19

Send a text Few restaurant brands carry the emotional weight of Friendly’s. Founded in 1935 during the Great Depression, the brand was built on a simple but enduring belief: even in hard times, people deserve comfort, joy, and togetherness. Nearly 90 years later, that purpose still anchors Friendly’s strategy. But executing Friendly’s brand strategy is rapidly evolving. Under the leadership of Erik Jensen, Vice President of Marketing, Friendly’s is in the midst of a renovation-l...

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15:49

Leaders in Customer Loyalty: Brand Stories | Inside...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/02/12

Send a text In the latest edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Rachel Masocol, Director of Digital Marketing and Ecommerce for Jollibee Group, North America, about how the company’s rapid growth and loyalty program redesign are driven by increasing digital engagement. Jollibee has always been about more than just chicken—despite being voted America’s number one fast-food fried chicken two years in a row by USA Today. What began as a small ice crea...

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31:35

Leaders in Customer Loyalty: Supplier Voices | Travel...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/02/10

Send a text As loyalty programs look toward 2026, few categories are under more pressure to evolve than travel. Shifting consumer expectations, accelerating AI adoption, and rising demands for immediacy are forcing brands to rethink how loyalty shows up, not just at booking, but throughout the entire journey. In this Supplier Voices conversation, Nowell Outlaw, Chief Executive Officer of Switchfly, shares how AI-driven planning, real-time relevance, and emotional engagement are reshapin...

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42:00

Leaders in Customer Loyalty: Brand Stories | How...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/02/05

Send us a text Customer loyalty has become a cornerstone of modern brand strategy, but for shopping center owners, it has never been a simple equation. Without control of the point of sale and with thousands of independent retailers operating under one roof, building a cohesive loyalty program presents challenges most consumer brands never face. That tension is what ultimately shaped Simon+™: a loyalty program built to reflect how people shop today, across stores, channels, and ex...

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33:56

Leaders in Customer Loyalty: Brand Stories | Hilton...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/01/29

Send us a text For more than a century, Hilton has been shaping how people experience hospitality. Today, the company spans 26 brands, 9,000 properties, and 141 countries and territories, yet its loyalty strategy remains grounded in a simple idea: make travelers feel seen, valued, and supported at every stage of their journey. In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Brad Anderson, Vice President of the Hilton Honors program, about how the bra...

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36:12

Leaders in Customer Loyalty: Supplier Voices | How...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/01/27

Send us a text As loyalty leaders look toward 2026, the conversation is shifting away from feature sets and toward fundamentals: trust, relevance, and human connection. While artificial intelligence is accelerating what brands can do with data and personalization, it is also forcing a reassessment of what customers actually value in their relationships with brands. In a recent conversation with Denise Holt, Senior Vice President and Head of Strategy, Experience, Research, and Insights a...

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33:45

Leaders in Customer Loyalty: Brand Stories | Papa...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/01/22

Send us a text Papa Murphy’s has sliced out a unique position in the crowded pizza category with a simple yet transformative idea: pizzas made fresh in-store, taken home, and baked by the customer. With more than 1,000 locations across the U.S., including franchise-owned stores, the brand continues to differentiate through both product and experience. Loyalty360 recently spoke with Jason Focht, Vice President of Digital Marketing, about the uniqueness of the take-and-bake model and the ...

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30:07

Leaders in Customer Loyalty: Supplier Voices |...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/01/20

Send us a text Loyalty programs aren’t failing because they lack features: they’re failing because customers don’t feel value fast enough. As consumer budgets tighten and expectations accelerate, patience has become one of the scarcest resources brands contend with. Loyalty is no longer judged by what it promises over time, but by how quickly it proves its worth. We spoke with Don Smith, Global Chief Consulting Officer at Capillary, about what that shift means for loyalty strategy in 20...

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27:35

Leaders in Customer Loyalty: Brand Stories | CAVA...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2026/01/15

Send us a text As one of the fastest-growing fast-casual brands, Mediterranean eatery, CAVA, was founded in 2010 as a full-service restaurant. The company’s goal is to make delicious food that customers feel good about buying and eating. Today, the company has grown substantially, with more than 400 restaurants in 28 states across the country. In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Andy Rebhun, Chief Experience Officer for CAVA, about the s...

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521 results

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