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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

24:18

Publix’s Approach to Nurturing Loyalty with a...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/04/17

Send us a text For 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 Custom...

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22:01

Industry Voices: Jonathan Silver of Engage People on...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/04/15

Send us a text In an era where brands are increasingly scrutinizing the financial impact of their loyalty strategies, Jonathan Silver, CEO of Engage People, has a clear message: loyalty programs must drive measurable, positive ROI or risk becoming expendable. Speaking with Loyalty360 as part of the "Leaders in Customer Loyalty: Industry Voices" series, Silver shared his perspective on where loyalty is headed, the technologies reshaping customer engagement, and the strategies bran...

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27:32

Leaders in Customer Loyalty Brand Stories featuring...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/04/10

Send us a text In an era where retail continues to evolve at breakneck speed, Office Depot and OfficeMax are setting a new standard for how customer loyalty is earned, nurtured, and scaled. With hybrid work as the new norm and customer expectations growing more complex, Office Depot is meeting the moment with a bold blend of personalized service, smart data use, and culture-driven execution. At the heart of this transformation is Kevin Moffitt, President of Office Depot's integrated bus...

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28:50

Leaders in Customer Loyalty Brand Stories featuring...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/04/03

Send us a text How Loyalty Principles Drive Impact in the Nonprofit Sector Loyalty professionals spend much of their time optimizing engagement, designing value exchanges, and driving long-term brand affinity. While these strategies are typically associated with commercial brands, they’re just as relevant, and arguably more critical, in the nonprofit sector, where emotional commitment and sustained participation directly impact lives. Feeding America, the largest hunger relief org...

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29:49

Leaders in Customer Loyalty Brand Stories featuring...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/03/27

Send us a text Bringing Loyalty to Life with an Authentic, Brand-First Approach Since its founding in 1963, Portillo’s has built a loyal following with its crave-worthy Chicago-style street food, from iconic Italian beef sandwiches to its famous chocolate cake. Customers don’t just dine at Portillo’s—they celebrate there, creating memories that span generations. Now, with the launch of its first-ever loyalty program, Portillo’s Perks, the brand is taking customer engagement to the next ...

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26:47

Leaders in Customer Loyalty: Executive Spotlight...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/03/22

Send us a text Welcome to the latest installment of Leaders in Customer Loyalty, the podcast where Loyalty360 sits down with some of the most innovative and accomplished leaders in customer loyalty, engagement, and experience. As part of our Executive Spotlight series, we’re excited to feature a conversation with Per Jensen, Director of Loyalty at Stop & Shop. Per brings a global perspective to loyalty strategy, drawing on his rich career across Europe and the United States. In this...

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32:22

First Tech's Commitment to Innovation and Customer...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/03/20

Send us a text First Tech Federal Credit Union has a long-standing history of serving individuals in the tech industry, providing financial services tailored to their unique needs. In a recent interview, Mairi Burns, Vice President of Brand Marketing at First Tech, discussed the organization’s strategic vision, customer loyalty initiatives, and the recent launch of their ambitious First Tech Beyond program.

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42:30

Leaders in Customer Loyalty: Executive Spotlight...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/03/15

Send us a text In this edition of Loyalty360’s Executive Spotlight, we speak with Don Smith, Chief Consulting Officer at Capillary Technologies. With nearly two decades of experience at Brierley, now part of Capillary, Don offers unique insight into the evolving loyalty landscape — from program design and advanced analytics to the role of AI-driven personalization and member-controlled experiences. During this conversation with Mark Johnson, Loyalty360 CEO, Don shares his perspective o...

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25:55

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

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/03/13

Send us a text For many, Applebee’s is more than just your neighborhood bar and grill, it’s a place where lifelong memories are made. Whether it’s a first date, a post-game meal with teammates, or a family gathering, the brand has fostered deep emotional connections with its guests for generations. By focusing on personalization, relevance, and employee engagement, Applebee’s is redefining customer loyalty beyond traditional discounts and rewards. We sat down with Vicki Hormann, the Exe...

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29:01

Leaders in Customer Loyalty: Industry Voices...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/03/11

Send us a text Loyalty programs are undergoing a transformation, driven by shifting consumer expectations, technological advancements, and an increased focus on delivering real value. As brands navigate this evolving landscape, they’re making bold moves to refine, reinvent, and, in some cases, completely overhaul their loyalty strategies. In this installment of Leaders in Customer Loyalty: Industry Voices, we sit down with Mladen Vladic, General Manager of Loyalty Services at FIS, to di...

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32:42

Leaders in Customer Loyalty: Executive Spotlight...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/03/08

Send us a text Welcome to another Leaders in Customer Loyalty: Executive Spotlight, where we bring you insights from top executives driving innovation and excellence in customer engagement. Today, we’re thrilled to feature Aly Blawat, Senior Director of Customer Strategy at Blain’s Farm and Fleet. She is a seasoned leader in customer loyalty and the driving force behind Blain’s rewards programs, credit card offerings, and customer insights strategy. With over 15 years of experience in t...

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17:57

Setting Sail with Loyalty: How Cruises.com Rewards is...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/03/06

Send us a text Cruises.com has unveiled Cruises.com Rewards, the cruise industry’s first points-based loyalty program, offering travelers the flexibility to earn and redeem points on any cruise booked through their platform. This loyalty program is unique as it enables cruisers to immediately redeem their points for onboard credit, cash back, merchandise, and more, enhancing the overall cruise experience. Loyalty360 CEO, Mark Johnson, recently sat down with Rosemarie Reed, Senior Vice ...

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15:08

Leaders in Customer Loyalty: Industry Voices...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/03/04

Send us a text As part of the Leaders in Customer Loyalty: Industry Voices series, we had the opportunity to speak with Alexa Pak, Customer Success Lead of EMEA at Talon.One. Pak brings extensive expertise in helping brands enhance their loyalty programs through strategic innovation and personalization. In this discussion, she shares her insights on key trends that will shape customer loyalty in 2025 and beyond.

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40:54

Leaders in Customer Loyalty Executive Spotlight: Amy...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/03/01

Send us a text In our first Executive Spotlight of the year Loyalty360 CEO Mark Johnson dives into an energizing conversation with Amy Barnett, the Vice President of Digital Experience and Loyalty at Cracker Barrel, as part of the Leaders in Customer Loyalty Series. From spearheading a loyalty program that now drives 30% of Cracker Barrel’s sales to shaping an iconic brand’s transformation in today’s rapidly evolving dining landscape, Amy reveals her playbook for success. This interview is p...

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30:58

Loyalty Beyond the Cart: How United Supermarkets...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/02/27

Send us a text Customer loyalty in the grocery industry is no longer just about discounts and rewards points. It is about creating meaningful connections and offering tangible value in ways that truly resonate. United Supermarkets has embraced this shift by blending gamification, digital engagement, and health-focused initiatives to drive deeper customer loyalty. To explore this strategy, we spoke with Brenda Garcia, Health & Wellness Manager and Registered Dietitian, and Robin Cash...

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36:16

Leaders in Customer Loyalty: Industry Voices: Don...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/02/25

Send us a text Loyalty programs have evolved far beyond simple points and rewards. In an era where consumers expect hyper-personalized experiences and seamless omnichannel interactions, brands must rethink how they engage and retain customers. From leveraging AI to recalibrating business models, staying ahead requires both innovation and strategic execution. In this episode of Industry Voices, Mark Johnson of Loyalty360 sits down with Don Smith, Chief Consulting Officer at Capillary, to...

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29:50

How HTeaO is Brewing Emotional Loyalty Through an...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/02/13

Send us a text In a beverage industry dominated by coffee culture, iced tea is making a bold statement, thanks to HTeaO. The rapidly growing franchise has transformed a traditionally home-brewed beverage into a sought-after, in-store experience that fosters both emotional and transactional loyalty. We recently sat down with Heath Nielsen, President of HTeaO, to discuss the company’s journey, its approach to customer engagement, and the future of iced tea in the quick-service industry.&...

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24:52

Pizza, Play, and a Fun Pass: How Chuck E. Cheese is...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/02/06

Send us a text Chuck E. Cheese has been a household name in family entertainment for nearly five decades. With 560 locations across 17 countries, the brand has entertained families with children ages 2 to 12 through its unique blend of games, pizza, and birthday celebrations. However, as consumer preferences and economic challenges have shifted, Chuck E. Cheese has adapted with significant investments in modernizing its facilities and reimagining its loyalty programs to better meet the needs ...

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20:52

Loyalty Live: Key Customer Loyalty Trends with...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/02/05

Send us a text Loyalty is no longer just about points and perks. It is about creating authentic connections and experiences that resonate. In this edition of Loyalty Live, we spoke with Katie Berndt, Vice President of Strategy, Research, and Insights at Phaedon, to uncover the biggest trends in customer loyalty and how brands can rise to meet them. Katie shared grounded, data-driven insights that reveal how loyalty programs are evolving—and how businesses can stay relevant by striking the per...

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17:23

Loyalty Live: Bounteous’ Ellen Green on Partnerships,...

Leaders in Customer Loyalty, Powered by Loyalty360 ·

2025/01/29

Send us a textBrands are constantly exploring innovative ways to engage their audiences and stand out in a crowded marketplace. From leveraging partnerships to gamifying experiences, the loyalty strategies shaping 2025 are redefining how brands connect with their customers on a deeper, more meaningful level.In this edition of Loyalty Live, Loyalty360 speaks with Ellen Green, Vice President of Loyalty Strategy at Bounteous Trends. Ellen shares insights into the industries driving loyalty progr...

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