Luke Russell

Digital transformation is happening everywhere among loyalty marketers. How should a brand’s loyalty program adapt to the digital evolution process? Loyalty360 talked to Ron Orgiefsky, Managing Director USA, emnos, about this intriguing...Read More

Boston Celtics Team President Rich Gotham told Loyalty360 that he is very excited about the franchise’s participation in the inaugural NBA 2K League, which is set to begin in May. The NBA 2K League is a joint venture between the NBA and Take...Read More

It does pay to have a fee-based loyalty program. Just ask Restoration Hardware, which launched its RH Grey Card Membership program two years ago.   In a message to customers, partners, and shareholders on the company website, Restoration...Read More

Esler Companies comprises four Renewal by Andersen affiliates (Colorado, Greater Philadelphia, Phoenix, and Southern New England) and its marketing engine, Telefluent Communications. Established in 2004, Esler Companies is a privately-held, $300...Read More

For runners, the adage is: “There is no finish line.” For athletic retailer The Finish Line, the same is true and its future just took a dramatic stride forward this week after JD Sports Fashion, the leading European retailer of...Read More

Last year, Webster Financial CEO James C. Smith said he was confident that community banking was the key to an elevated digital customer experience for his customers. Webster Bank has 177 branches and 316 ATMs located in Connecticut...Read More

Before the start of the NCAA Tournament, Ed Gleich, Senior Vice President of Global Marketing at Little Caesars, said the following: “If a crazy thing happens and there’s an upset, it’ll be a big score for pizza lovers. And if...Read More

Officials at MetLife hope that a new strategic alliance with Ernst & Young will spark increased employee engagement, from a financial perspective.   The partnership will create and deliver a cutting-edge workplace financial wellness...Read More

Red Wing Shoe Company CMO Dave Schneider takes pride in a great customer experience every time.   “At Red Wing Shoes, our business is primarily outfitting workers and skilled laborers from construction to the energy sector to...Read More

To answer this question, Loyalty360 talked to Danielle Sauvé, Director of Customer Insights and Experience, Danaher Product Identification Platform. “The tension we see in packaging is that loyalty is driven by two things that seem like...Read More

There are challenges associated with loyalty programs in every industry, but it appears there might be more facing grocery retailers. Loyalty360 talked to Eastwest Marketing Group CEO Lou Ramery about this intriguing topic.Can you talk about why...Read More

When John Esler, CEO of Esler Companies, started the company in 2004, he had a simple premise: Follow the Golden Rule with associates, customers, and partners, and success would follow. “From the start, we defined ourselves as a customer...Read More

Since it launched the Rewards for Good loyalty program in February 2014, AARP has enjoyed considerable success accompanied by high customer engagement levels. The program isn’t your typical spend-and-get program, but focuses squarely on...Read More

What will brands have to do in the future to truly connect with, gain customer loyalty from, and build strong relationships with NextGen consumers?   “At Alliance Data, we believe that loyalty for the Next Generations will mean...Read More

Best Western Hotels and Resorts has earned quite a reputation for its stellar customer satisfaction levels. So why has the company excelled in this area year after year?   Dorothy Dowling, Senior VP and CMO of Best Western Hotels and...Read More

The ever-growing importance of customer experience is particularly crucial in the credit card and merchant solutions industry—and how products should be designed with this in mind. The financial service providers that are getting it right...Read More

One of the big challenges in the wine category is remembering which wines you personally like or not—and recalling the name of the wine, according to Wine.com CMO Peter Elarde.   “We’ve created an area called ‘My...Read More

Last month’s announced merger between privately held Albertsons Companies, one of the nation’s largest grocery retailers, and publicly traded Rite Aid Corporation, one of the country’s leading drugstore chains, will offer...Read More

Loyalty programs can be significantly impactful on customers and beneficial to brands. The sophistication of some loyalty programs can create even stronger relationships between customers and brands.   But, how do you know when your loyalty...Read More

Come April, Target will be testing a new loyalty program in the Dallas-Fort Worth area called Target Red.   Company officials declined comment, but the company website offered a brief description of what’s in store for customers...Read More

Customer loyalty is changing as it becomes more complex in the way that brands can leverage it to strengthen consumer relationships.   According to The Loyalty Report 2018, released Monday by Bond Brand Loyalty, the loyalty landscape is in...Read More

Artificial intelligence is a topic on the lips of loyalty marketers everywhere now and Maritz Motivation Solutions, a leading provider of loyalty programs to U.S. and global companies, recently announced the successful use of AI to predict the...Read More

Emotional benefits are an extremely important component for brands today.   At Nutrisystem, those benefits play a major role in casting expansive brand loyalty.   “There is not much that is more personal or emotional than a...Read More

Avis Budget Group has partnered with Toyota Connected North America, the global technology strategy business unit for Toyota, in a multi-year partnership that will add 10,000 Toyota vehicles to Avis Car Rental’s expanding fleet of connected...Read More

Officials for Express Mart are very excited about its new loyalty program, Around the Clock Rewards, that launched last month.   Petr-All Petroleum Consulting Corp. launched a Paytronix-powered loyalty program for its Express Mart...Read More

Artificial intelligence has been a hot topic among loyalty marketers, and one that officials at Wells Fargo have certainly considered. They have been exploring AI to see how it can impact their customers and improve their financial health in the...Read More

Officials at Urban Outfitters have gained key customer experience insights during the past years, thanks to their partnership with Medallia.   Loyalty360 talked to Caitlin Szpakowski, store operations and customer experience manager for...Read More

Greg Liberman, CEO of PuppySpot, believes that his company’s core service is, in essence, a loyalty program.   PuppySpot is a service committed to helping responsible breeders place their puppies with caring individuals and families...Read More

During the JPMorgan Gaming, Lodging, Restaurant and Leisure Management Access Forum earlier this month, Scott Maw, Chief Financial Officer and Executive Vice President at Starbucks, talked extensively about the role of personalization and its...Read More

Convenience is a priority for officials at BJ’s Wholesale Club as they always seek to augment the overall customer experience.   This week BJ’s Wholesale Club announced an expanded partnership with Instacart to offer members...Read More

What is the value of the OTA (Online Travel Agency) customer?   According to a new study from Oxford Economics and Expedia, loyalty marketers should take sharp notice of the OTA customer. The study analyzed nearly 100,000 trips taken by U.S...Read More

As the NCAA Tournament tips off in earnest today, athletic retailer The Finish Line is teaming up with Chicago Bulls guard Zach LaVine as part of the Finish Line Bracket Challenge—offering the ultimate basketball experience for consumers...Read More

Deepening customer relationships through its loyalty program has helped raise the level of brand loyalty at 1-800-Flowers.com.   A successful loyalty program can be a key differentiator for a brand, and officials at 1-800-Flowers.com have...Read More

After Pizza Hut launched its Hut Rewards loyalty program last year, Pizza Hut Canada has followed suit.   Pizza Hut Canada officially launched its Hut Rewards program on Monday. With five consecutive online orders of $10.99 or more, members...Read More

Officials at Sling TV, a leading provider of over-the-top live and on-demand television programming, are always seeking to elevate the customer experience, and have the ability to connect with new and existing customers through messaging...Read More

Officials at Pilot Flying J, the largest operator of travel centers in North America, know a little something about catering to customers.   Based in Knoxville, Tenn., Pilot Flying J has more than 750 retail locations in 44 states, roadside...Read More

With an eye toward enhanced customer experience, officials at Chuck E. Cheese’s recently launched the company’s first-ever loyalty program called The More Cheese Rewards.   The program offers members exclusive rewards that are...Read More

For 7-Eleven officials, their “W.E. Take the Lead” Women’s Franchise Giveaway Contest—targeted exclusively to female entrepreneurs—means more than a spirited competition. The winner can choose any of the company&rsquo...Read More

Like most everything else today, omnichannel loyalty is evolving rapidly.   Customers are engaging with brands on various platforms, channels, and devices, which requires loyalty marketers to provide seamless experiences at every access...Read More

As the U.S. auto industry readies itself for its most transformative period in history, according to the 2018 Edmunds Trade-In Loyalty Report, Toyota, Subaru, and Honda customers have exhibited the most brand loyalty.   “Both Toyota...Read More

Gap has been a well-known name in the retail world for several decades, but the clothing store might have lost a bit of its luster in recent years. However, it appears that the venerable marketer is making big strides in various areas that have...Read More

Overstock.com has received numerous accolades for its superior customer experience and employee satisfaction as it has become one of the most trustworthy retail companies in the U.S. One of those awards came in November at the Loyalty360 Customer...Read More

When consumers can identify a brand with a worthy cause they admire, that emotional connection goes a long way toward building brand loyalty.   Since 1984, Pizza Hut has nurtured a love of reading through its BOOK IT! Program&mdash...Read More

Rebranding Carlson Rezidor Hotel Group to Radisson Hotel Group was a big decision, but company officials believe it was the right one.   “The new Radisson Hotel Group name capitalizes on the powerful brand equity of the...Read More

Last year was a strong year for Connexions Loyalty, driven by more than 50 percent year-over-year growth in gross loyalty redemption transactional volume, which jumped from $2.1 billion to $3.2 billion.   Connexions Loyalty Chief Commercial...Read More

As Lyft evolves to take a bigger slice of the corporate travel market, company officials decided the time was right to launch a loyalty program for business customers. Lyft’s new loyalty program launched Feb. 27 for its business riders that...Read More

Personalization is a lofty goal of most every loyalty marketer, no matter the industry. Video is an emerging trend among loyalty marketers as well. Combined, personalized video can deeply impact a company’s customer engagement levels.  ...Read More

As customer experience becomes an even greater differentiator among brands, its importance has soared in recent years. Research by customer experience consultancy Walker predicts that by 2020, CX will overtake price and product as a company&rsquo...Read More

The LA Sparks know something about winning, having earned three WNBA championships. Now, team officials hope to elevate their customer service and redefine the fan experience through a new partnership with KORE Software.   Specifically, the...Read More

There are many opportunities for loyalty marketers today, but somehow some of the basics seem to get lost in the pursuit of bottom line success. Chasing great customer experiences to provide is estimable for brands, but they need to know what...Read More

The proliferation of loyalty programs often leads to mundane, cookie-cutter-type offerings that don’t fully resonate with their targeted customer groups. What can brands do better when it comes to customer loyalty and how can their programs...Read More

Seeking to provide a simplified customer experience, officials at Quill.com—an online business and medical product marketplace for small- and medium-sized businesses—launched Coupon Clipboard, which helps customers use more coupons...Read More

There are many theories as to why some loyalty programs succeed while others either fail or exist on auto pilot without generating ongoing customer engagement. Loyalty360 talked to Meg Tronquet, Manager of Marketing Strategy for Lenati, to learn...Read More

Vans, the original action sports lifestyle sports brand and one of the largest youth culture marketers in the world, recently launched its first-ever customer loyalty program titled, “Vans Family.”   Vans Family is an...Read More

Russ Reynolds, CEO of Batteries Plus Bulbs, told Loyalty360 the he is most proud of how company associates serve their customer.   “As the nation’s only battery, light bulb and phone/tablet repair franchise with a nationwide...Read More

On Monday, March 5, 2018, Quiznos will open its newest restaurant in Menomonee Falls, WI, which marks the initial test site for the company’s new store design. Chris Ruszkowski, Senior Vice President of Marketing for Quiznos, talked to...Read More

While a definitive, or even tentative, timetable for actual implementation might be elusive at this point, officials at Domino’s Pizza are eager to stay on the cusp of self-driving delivery vehicle testing. Domino’s has partnered with...Read More

For Mark Yarkosky, Director of Consumer Services at Sprint, the formation of the Seamless Air Alliance offers a great opportunity.   “We’re still early in the development, but we want to see a customer journey that will be...Read More

Last week’s news that privately held Albertsons Companies, one of the nation’s largest grocery retailers, would merge with publicly traded Rite Aid Corporation, one of the country’s leading drugstore chains, will have a major...Read More

On the heels of its “Make It What You Want” campaign during the Winter Olympics—where Subway showed customers how it is shifting its advertising strategy to develop creative messaging that resonates with its core audience in a...Read More

The VIZIO Fandemonium loyalty program, which launched in 2013, will officially end on May 31. After May 31, members will no longer be able to log into VIZIO Fandemonium, earn, or redeem points and any outstanding points will expire.   What...Read More

Officials for Dunkin’ Brands, the parent company of Dunkin’ Donuts and Baskin-Robbins, have big plans for Dunkin’ Donuts in the next two years. Customer loyalty is abound at Dunkin’ Donuts and plans call for 1,000 new...Read More

This is the age of the consumer. In essence, consumers now dictate to brands how they should operate if customer loyalty is the ultimate goal.   Loyalty360 talked to Martin Hood, Senior Vice President of Channel Sales for Virtual Incentives...Read More

Impactful personalization is a lofty goal for every loyalty marketer, and this includes online video as well.   Content personalization is an integral component of an engaging customer experience. As technical barriers are disappearing...Read More

Officials at Chico’s want more of their customers to experience their brand and share their feelings about why they are loyal and why they are devoted advocates. This week Chico’s launched its #HowBoldAreYou campaign, which seeks to...Read More

That notion of forming a loyalty community is a great opportunity for marketers, but there are various moving parts attached to it.   Loyalty360 talked to Carlos Dunlap-Beard, VP of Loyalty Solutions at Snipp, about this theme and what...Read More

In the past, officials at HuHot Mongolian Grill had segmented loyalty program members based on total number of visits. But, they sought a solution that would allow them to target their “least likely” visitors.   As a result...Read More

During the tail end of Subway’s 60-second broadcast ad called, “Anthem,” which debuted during NBC’s evening coverage of the Winter Olympics on Feb. 15, the final two captions read: “In life and in food, don’t...Read More

Since its launch in mid-2015, the Plenti coalition loyalty program has received a fair amount of press throughout the loyalty industry. Billed as the first coalition loyalty program in the U.S., Plenti has recently endured difficult times as...Read More

Better World Books has a unique mission, one that can impact people around the globe. Company officials collect and sell books online to donate books and fund literacy initiatives worldwide.   Social and environmental responsibility are at...Read More

Despite the fact that technology drives a considerable portion of brand dynamics and perception, loyalty marketers realize that success boils down to the human element, effectively engaging their employees that, ultimately, impacts and strengthens...Read More

It’s often said in the loyalty industry that effective customer experience methods represent the key differentiating aspect for many companies.   Just ask Discover Financial Services.   Dennis Michel, Senior Vice President of...Read More

It’s a difficult question to answer for some loyalty marketers, and not so difficult for others.   For Laurie Caldwell, Director of Marketing at eBags, the industry-leading e-tailer and travel gear expert, it isn’t difficult...Read More

Online retailer Zappos views running as not only an incredibly healthy activity for anyone, but also a path toward capturing its customers’ share of attention.   In October, the company launched a new initiative to help people get in...Read More

For Michael Marino, SVP and Chief Experience Officer at Caesars Entertainment Corporation, the biggest challenge he faces as a marketer revolves around customer attention.    “Customer attention is the biggest problem,&rdquo...Read More

Simplicity is a buzzword in the loyalty industry that will never go away, especially today when consumers have countless options and offers that can be accessed in a matter of minutes.   Mobile loyalty programs are attractive to consumers...Read More

Valentine’s Day is a major holiday for many retailers, especially those in the floral industry.   Enter Teleflora.   As Teleflora officials are gearing up for Valentine’s Day on Wednesday, Tommy Lamb, Director of CRM and...Read More

Since its launch in late October, the My Red Lobster Rewards loyalty program has seen a nice progression, according to Paul Quinn, Senior Director of Integrated Guest Experience, Marketing and Communications for Red Lobster.   As the world...Read More

Earning and maintaining customer loyalty is an ongoing process for loyalty marketers. For Xeikon, a longstanding leader and innovator in digital printing technology, that task is the same as it is for any other type of marketer. Loyalty360 talked...Read More

Today, for loyalty marketers, the customer experience has to be memorable and shareable. Developing and elevating a connected store experience drives relevance and engagement where loyalty marketers strive to surprise and delight their customers. ...Read More

What do phone charging stations have to do with customer loyalty?   It’s an interesting question, and Loyalty360 asked Anthony D'Eramo, Vice President of Sales for Brightbox, for the answer.   Brightbox is a B2B kiosk...Read More

Jessica Hatch, Senior Vice President of Client and Teammate Experience for Consumer and Business Credit and Debit Cards at SunTrust Bank, told Loyalty360 that the bank’s customers have changed significantly in the past several years.  ...Read More

Leighton Scarlett, VP of Product at Zigglio, the behavioral retargeting ad company that lets brands retarget their inbound callers on social media, told Loyalty360 that the company’s mission is to bridge the gap between offline and online...Read More

Article Image: © 2018 Nestlé Waters North America Inc. Jill Germano, Group Marketing Manager at Nestlé Waters North America, told Loyalty360 that company officials see an opportunity to bring their existing brand fans into the sparkling...Read More

This is an exciting time in the loyalty industry as marketers continue to leverage customer data and modify behavior in a way that elevates the brand’s status. But, often loyalty marketers have too much data without a clearly charted path...Read More

Loyalty programs are becoming more intricate set pieces for marketers from a retention and sales strategy perspective, according to Emily Rudin, Chief Customer Officer for CrowdTwist.   Loyalty360 talked to Rudin about her thoughts on...Read More

Loyalty360 talks to a plethora of experts in the loyalty industry on a weekly basis and one of the compelling questions we like to ask is: How are customers changing and how can companies adapt to these changes to gain optimum engagement and...Read More

In mid-2015, the Plenti coalition loyalty program launched amid considerable fanfare as it marked the first endeavor of its kind in the U.S., harboring hopes of increased customer engagement and customer experience for participating brands.  ...Read More

Personalization in the loyalty industry is viewed as hallowed ground, an aspirational goal, which when executed correctly, places a marketer in rarefied and enviable territory. Food Lion, which has more than 1,000 stores in 10 Southeastern...Read More

The latest news in the world of customer experience and customer loyalty.Big Game Blues: One Way That the Super Bowl is Bad for Business The Super Bowl can be a super bummer for businesses. A survey of more than 1,000 workers and more than 300 HR...Read More

At the end of the day, CRM principles are at the heart of customer loyalty success.   Loyalty360 explored the topic of CRM tactics and customer loyalty with some executives at Baesman Insights & Marketing.  As much as the loyalty...Read More

Lobster and Quiznos? Who knew?   February will be lobster month at Quiznos and, tethered to that theme will be customer loyalty.   For two weeks starting on Feb. 14, all new or current members of Quiznos’ Toasty Points loyalty...Read More

Come Sunday, Feb. 4, around 6:30 p.m. EST, all eyes will be on Super Bowl LII between the defending champion New England Patriots and the Philadelphia Eagles.   As always, commercials take center stage also during the Super Bowl and this...Read More

Loyalty programs come in all shapes and sizes. Some are basic, some are more sophisticated, while some weigh heavily on points earned, and others seek to leverage experiences.   Loyalty360 talked to Jennifer Browers, Strategic Marketing...Read More

Since 1996, HTK has helped companies connect with their customers in a smarter and more personalized way, to grow profits and increase customer retention, focusing on engagement other than through a run-of-the-mill loyalty program, with an eye...Read More

Redbox officials asked their customers the question and the response was resounding: Customers wanted more ways to earn points, attain tiered VIP status, and earn rewards at the Box and via On Demand.   Formerly known as Redbox Play Pass...Read More

Cooper’s Hawk Winery & Restaurants is a lifestyle brand focused on wine and creating memorable moments that enrich lives. Having loyal customers never hurts either and adds a layer of brand efficacy.   Cooper’s Hawk Winery...Read More

Better late than never. Until now.   For Hannaford Supermarkets, which was founded in 1883, a loyalty program never existed. On Jan. 21, however, Hannaford launched My Hannaford Rewards, a loyalty program that adds rewards for store-brand...Read More

There are many trends to discuss for 2018 involving customer engagement, customer data, and customer loyalty. Many of the trends lie at the center of the digital transformation era for many loyalty marketers.   Loyalty360 talked to Lindsay...Read More

Understanding the capabilities of your organization is one of the key components when a brand considers launching a loyalty program. This was one of the overarching messages from Tuesday’s Loyalty360 webinar titled, “Executive...Read More

The value and importance of an engaged workforce is imperative now for any brand. Engaged employees understand the company’s goals and customer base, which can have a great impact on customer experience and brand loyalty.   Last year,...Read More

Upstart women’s intimates company Adore Me has made great strides since it launched in March 2012, reinventing the fashion space while attracting considerable brand loyalty. Its revenue was nearly $84 million in 2016 and the company has more...Read More

Based in Holyoke, Mass., and established in 1885, PeoplesBank has proudly been named as a Top Place to Work by The Boston Globe for seven years in a row. What makes the bank such a good place to work? One is the emphasis they place on the customer...Read More

It’s game on for Bond Brand Loyalty.   Bond Brand Loyalty, a leading global customer engagement agency, continues to build on a series of recent partnerships as a way to further enhance its abilities to deliver increased customer and...Read More

Brother has been operating in Canada since 1960, providing the country with its staple of technology-based office equipment—typewriters, cash registers, adding machines, calculators, word processors, laser printers, fax machines, scanners...Read More

Creating and maintaining brand loyalty in the auto industry is an extremely daunting challenge. But for General Motors, ever since it emerged from bankruptcy in 2009, the 110-year-old company has been moving smoothly. And when it comes to brand...Read More

  When officials at Bloomin’ Brands launched their Dine Rewards loyalty program 18 months ago, it came after considerable research and customer surveys.   Barb Millette, Senior Director of Loyalty and CRM for Bloomin&rsquo...Read More

DFW (Dallas/Fort Worth International) Airport was recently recognized as the top large airport in North America, ahead of others such as Hartsfield-Jackson International Airport in Atlanta and Denver International Airport. The recognition came...Read More

Officials at Paytronix believe that a data-driven model can help boost c-store customer engagement and customer loyalty. Loyalty360 talked to Jeff Hoover, C-Store Data Strategist, Paytronix, to learn more about how c-stores can enhance long-term...Read More

Given all the heightened consumer expectations and, along with those, attendant power, brand officials realize the race for long-term customer loyalty is on and it’s a marathon, not a sprint. Loyalty360 talked to Michelle Wildenauer, Senior...Read More

Domino’s Pizza, a global leader in pizza delivery and digital ordering platforms, might consider itself a technology company. It has enhanced its online ordering capabilities in recent years, along with other key technological maneuvers, and...Read More

Sloan referred to an “evolution” that includes new ways to more efficiently serve Wells Fargo customers and create a better customer experience. Included in an elevated customer experience are investments in innovation, streamlining...Read More

Listening to customers is the best way to create and retain loyal customers. At Choice Hotels, this practice is commonplace en route to delivering a memorable customer experience. Through a new program with delivery.com, an on-demand marketplace...Read More

Five days ago, officials at Sears Holdings announced plans to enhance liquidity and accelerate a return to profitability amid ongoing fiscal challenges (its third-quarter sales of $3.7 billion were far less than the $5 billion for the same period...Read More

Customer churn is a common term in the loyalty industry, yet often misunderstood. Customer churn poses a significant threat to a company’s customer list and loyalty marketers should focus on customer retention as much as possible...Read More

Pizza Hut has been a driving force in redefining the pizza delivery category. Now, the company’s future delivery plans involve autonomous vehicles. This week, Toyota, the world's top automaker, and Pizza Hut, which serves and delivers...Read More

Consumer behavior can often change at a faster pace than brands can keep up with, prompting them to adapt their loyalty programs. Loyalty360 talked to Laurie Meek, Loyalty Engagement Lead, Lenati, about this ongoing challenge for loyalty...Read More

Personalization is a top priority for many loyalty marketers and, in the case of BJ’s Wholesale Club, it is an ongoing pursuit for perfection. Earlier this month, Toshiba, a global market share leader for integrated in-store retail...Read More

Connecting with shoppers is an ongoing quest for loyalty marketers, and one option they should consider to heighten and magnify customer engagement is contextual commerce. Loyalty360 talked to Gerry Gilbert, CashStar, Vice President, Technical...Read More

Unique challenges connected to customer loyalty can be found in a variety of industries. Case in point: The restaurant industry. Loyalty360 talked to Cogensia CEO Brad Rukstales about the state of customer loyalty in the restaurant space.Can you...Read More

Loyalty360 talked to Senior Consultant Manolis Bardis and Associate Director Andy Rigby of Willis Towers Watson about their views regarding how more advanced modeling techniques can help loyalty program sponsors receive more long-term bang from...Read More

A company knows it’s performing at a very high level when it receives an award. In the case of Hertz, 2017 was the zenith as the iconic company hauled in 75 awards for its outstanding customer service, highly successful loyalty program, and...Read More

Officials for Chanticleer Holdings, which owns, operates, and franchises fast casual and full-service restaurant brands−including American Burger Company, BGR – Burgers Grilled Right, Little Big Burger, Just Fresh and Hooters&minus...Read More

Despite Macy’s holiday season numbers for November/December, it appears the venerable retailer has much to do to restore its once iconic legacy and widespread brand loyalty. Last week Macy’s announced that its comparable sales on an...Read More

In a highly competitive and ever-changing fitness industry, Iron Tribe Fitness officials work very hard at continuous personalized communication that triggers a differentiated customer engagement experience. Loyalty360 talked to Iron Tribe...Read More

Company influencers can impact brand advocacy and brand loyalty in a major way. Some loyalty marketers, though, might not be well versed in the potential positive ramifications of company influencers. Loyalty360 talked to Nick Alexander...Read More

What is the difference between a loyalty program and a loyalty experience and why is it important to loyalty marketers? That is a topic that Loyalty360 discussed with Barry Kirk, VP, Loyalty Solutions, Maritz Motivation Solutions.Can you...Read More

Dan Slavin, CEO of CodeBroker, a provider of mobile marketing solutions, believes that his company’s innovative new tool, SmartJoin, can add a myriad of customer loyalty benefits to marketers. Loyalty360 talked to Slavin about SmartJoin and...Read More

HelloWorld, a Detroit-based digital marketing solutions provider focused on promotion and loyalty solutions, has a new name after it was officially acquired on Wednesday. Dentsu Aegis Network announced that it acquired HelloWorld and the latter...Read More

Airport Lounge Development (ALD) lounges were recognized for the fourth consecutive year for the Priority Pass Lounge of the Year Awards. Two of ALD’s 17 shared-use lounges, The Club BWI at Baltimore-Washington International Airport and The...Read More

The benefits of interactive whiteboard technology are varied, according to Summer Felix-Mulder, Co-Founder, The Draw Shop, and Loyalty360 talked to her about this intriguing topic and how it can impact several customer-facing areas.Can you talk...Read More

The Finish Line officials want to become even more relevant to their customers, creating immersive customer experiences. Digital customer experiences are among the most prominent ones for Finish Line customers. The Finish Line CEO Sam Sato talked...Read More

John Dillon, SVP and CMO of Denny’s, told Loyalty360 that personalizing the customer experience is a win-win for the customer and the company. Denny’s officials take great pride in personalizing the customer experience to gain a...Read More

Mobile customer engagement is a high priority at 7-Eleven, so much so that company officials are seeking more ways to leverage mobile devices. “Customers today are time starved and connected 24/7–they are demanding more products and...Read More

Robin Korman, who became the Head of Loyalty Marketing & CRM for Global Hotel Alliance in November, is excited to make 2018 a memorable one for GHA. Korman’s extensive experience includes stops at Wyndham Hotel Group and Starwood Hotels...Read More

Humanizing a loyalty program is the ultimate goal of a new video series from La Quinta Inns & Suites called, “On The Road With Dave,”—featuring Dave Sims, La Quinta’s vice president of loyalty marketing.&ldquo...Read More

At Wayfair, one of the world’s largest online selections of furniture, home furnishings, décor, and goods, including more than eight million products from more than 7,000 suppliers, pushing technological limits to offer a better and more...Read More

The accolades for Chicken Salad Chick keep flowing in this year.Chicken Salad Chick’s prowess in the area of customer insights was highlighted at the fourth annual Loyalty360 Awards held at the 10th annual Loyalty Expo in...Read More

Customer engagement reigns supreme at Newegg, one of the top tech-focused e-retailers in North America.Loyalty360 talked to Merle McIntosh, senior vice president sales & marketing, Newegg, about the company’s unique approach to its...Read More

For Sheila King Goodwin, senior vice president, retail banking at PeoplesBank, employee engagement and customer loyalty are forever connected.Based in Holyoke, Mass, and established in 1885, PeoplesBank has seen quite the evolution in...Read More

Officials at Henry Schein, a global distributor of medical, dental, and veterinary supplies, including vaccines, pharmaceuticals, financial services, and equipment, want to build a greater customer experience.As a result, the company launched a...Read More

It took more than a century (108 years to be exact) for the Chicago Cubs to win a World Series, a dream that came true for Cubs’ fans a little more than four months ago.Customer loyalty, or in this case, fan loyalty, has held...Read More

Finding emotional connections with customers is the Holy Grail for loyalty marketers these days. Depending on the product, achieving this can be monumentally challenging.Take Safelite Auto Glass, for instance.Although Safelite doesn’t...Read More

Starting Jan. 1, 2018, Delta Air Lines’ SkyMiles members will have to spend $250,000 annually on their affiliated American Express credit card to meet one of the requirements for Diamond Medallion status, which provides the airline’s...Read More

Social channels are becoming a huge customer engagement vehicle for Caesars Entertainment Corporation.As such, Michael Marino, senior vice president of loyalty and digital at Caesars, told Loyalty360 that there has been a major shift in focus...Read More

While the San Francisco 49ers are in the midst of a woeful 0-5 start to their season, their loyalty program’s immediate future seems much brighter. For the past three years, the San Francisco 49ers have offered fans a...Read More

Red Lobster, the world’s largest seafood restaurant company, has never had a loyalty program, until now.Following highly successful testing in Colorado, then Arizona and Wyoming, Red Lobster on Monday unveiled its new app-based loyalty...Read More

Adapting different customer engagement strategies based on changing shopping patterns is a wise maneuver for any loyalty marketer.While The Rockport Group has undergone some major changes in recent years, one thing remains the same: Its...Read More

Bill Linehan, executive vice president and CMO at Red Lion Hotels Corporation, says that his company looks at customer loyalty prioritization a bit differently.“We like to think more about relationship marketing and customer acquisition...Read More

Personalization is a huge aspirational goal for loyalty marketers and represents something that, if executed properly and seamlessly, can drive brand loyalty.Stephanie Linville, director, market intelligence, quality & training, Wheaton...Read More

Cultivating customer loyalty at Auntie Anne’s starts with effective customer engagement.Meredith Wenz, director of marketing at Auntie Anne’s, talked to Loyalty360 about this crucial piece of the customer loyalty puzzle.How does...Read More

In 2015, Wyndham Hotel Group completely re-imagined the Wyndham Rewards loyalty program.Lacking a strong value proposition to differentiate it from the competition, the company overhauled the program’s look and feel—introducing the...Read More

Creating trust and confidence with your customers is a huge priority for loyalty marketers. Through NCR Corp., Helzberg Diamonds wants to accomplish just that to spur brand loyalty and an improved customer experience.Helzberg Diamonds, one of...Read More

Designing a successful loyalty program for the long term can be a daunting task for marketers, but one that can catapult their respective customer engagement and customer experience strategies.Loyalty360 caught up with Pam Spier, a senior manager...Read More

The customer experience continues to resonate more and more at Wayfair, one of the world’s largest online selections of furniture, home furnishings, décor, and goods, including more than eight million products from more than 10,000 suppliers...Read More

Domino’s Pizza, a global leader in pizza delivery and digital ordering platforms, has enhanced its online ordering capabilities in recent years and also leverages social and owned media to spark customer engagement and brand loyalty. For...Read More

Brands employ loyalty programs for a variety of different reasons, but it’s always important when they learn how consumers views these offerings.HelloWorld recently released a report titled, “2017 Loyalty Barometer Report: What...Read More

Investing in the overall customer experience is an integral part of a brand’s ongoing success and paves the way to strengthening consumer relationships. At Denny’s, that overarching theme has served the customers and company officials...Read More

Snipp Interactive , a global provider of digital marketing promotions, rebates, and loyalty solutions, prides itself on living on the edge of innovation. This week Snipp announced a new partnership with Appsolutely Inc. to explore ways to...Read More

Home improvement giant Lowe’s is cashing in on its omnichannel customer engagement prowess. Lowe’s recorded solid comparable sales growth of 5.7 percent during the third quarter, a figure which made CEO Robert Niblock proud. &ldquo...Read More

If a loyalty marketer can’t tailor personalized messages to consumers, the latter group will tune out and look elsewhere for customer engagement. Robin Korman, who became the Head of Loyalty Marketing & CRM for Global Hotel Alliance in...Read More

Machine learning has been a hot topic in the loyalty industry in recent years, but now seems to be building more momentum amid advances in Big Data technologies.   Loyalty360 talked to Manoj Das, VP of Products, Stellar Loyalty, to find out...Read More

All loyalty marketers have access to various amounts of consumer data, but it’s how they strategically sift through, refine, and, ultimately, personalize offers that leads to customer loyalty. Just ask Darden Restaurants, which owns several...Read More

Every brand aspires to achieving deep, emotional connections with its customers because those connections help drive lifetime brand loyalty. At Chevrolet, the Truck Legends loyalty program, launched as a Texas-only pilot in September 2016 before...Read More

Donor loyalty and stewardship is a critical priority for the Canadian Red Cross. Giving donors an ongoing outlet for feedback has better informed the Canadian Red Cross and allowed it to smooth over any rough edges in what has become an...Read More

Jerome Griffith has been CEO at Lands’ End for nine months and has longed for the iconic retailer to return to its roots. That rich brand heritage is a driving force behind customer loyalty. “Since I joined the company nine months...Read More

Personalized advice lies at the core of Ameriprise Financial’s client interactions and paves the way toward customer loyalty. This month Ameriprise Financial earned the highest level of customer loyalty among investment firms in the 2017...Read More

Customer experience is the key differentiator among loyalty marketers and mobile currently plays, and will continue to play, a starring role in its evolution, according to Krish Mantripragada, Chief Product Officer, Medallia. Loyalty360 talked to...Read More

Judging by some eye-opening numbers from last month’s Black Friday, global retailers hold a massive opportunity to engage with more customers than ever before. Why? A new study from Ingenico Group bodes well for global retailers and their...Read More

Officials at Melissa Shoes know that customer experience and technology work hand in hand to promote brand loyalty. Loyalty360 talked to Julian Trevino, Director of Retail & E-Commerce, U.S. & Caribbean, Melissa Shoes USA, to find out...Read More

Regions Bank is no stranger to accolades. This week Regions Bank earning the top ranking for customer satisfaction in the 2017 American Customer Satisfaction Index Finance and Insurance Report. With $123 billion in assets, Regions Financial...Read More

Omnichannel is the path to brand loyalty at Pier 1 Imports. CEO Alasdair James, who assumed his post on May 1, is confident and focused on that approach, despite some disappointing results thus far in December. “The first two weeks of...Read More

Founded in 1985, Pizza Boli’s has 79 locations in Maryland, Virginia, Washington, D.C., Pennsylvania, and New Jersey. It’s a very exciting time at Pizza Boli’s due to its new website and very new loyalty program called Boli&rsquo...Read More

As fiscal matters continue to permeate Sears Holdings Corporation−its third-quarter sales of $3.7 billion were significantly less than the $5 billion in the same period a year ago−company officials hope they can build on the success of...Read More

Customer reviews can play a major role in a loyalty marketer’s long-term engagement initiatives that can, ultimately, lead to brand loyalty. But, for loyalty marketers, making those customer reviews magically appear poses a foreboding task. ...Read More

Innovation and Hilton Worldwide have become almost synonymous, with company officials always pushing the envelope when it comes to technological advancements that magnify the customer experience. Keeping with that theme, Hilton announced plans to...Read More

For Home Depot CEO Craig Menear, it’s all about the customer experience. Or, shall we say, the One Home Depot Experience. “Our customers no longer think of us in terms of separate channels,” Menear said during the 2017 Investor...Read More

Many loyalty marketers believe that customer experience is the key differentiator that can raise the bar on their respective brands in the most compelling and successful way. They are always on the lookout for better ways to enhance the customer...Read More

Back in October, Rite Aid CEO John Standley called the company’s wellness+ loyalty program a key differentiator. “Our wellness store format has resonated with customers as these stores continue to outperform the rest of the chain in...Read More

Officials at Citizens Bank, which has about 1,200 branches in 11 states in the New England, Mid-Atlantic, and Midwest regions, wanted to find a way to engage with customers in a more effective and relevant way since they had seen a shift toward...Read More

Before Chico’s recently launched www.chicosofftherack.com, a new e-commerce site, featuring the beautiful prints and bold colors the brand is known for, company officials didn’t have to conduct any surveys or focus groups. “We...Read More

Christmas is the most special time of year for many people, and it’s extra special to officials at C Spire, the Mississippi-based diversified telecommunications and technology services firm. For the second straight year, C Spire conducted...Read More

There are varying strategies attached to loyalty program performance, but some tactics should be universal to ensure long-term success and growth. Loyalty360 talked to Michela Baxter, Senior Director of Loyalty at HelloWorld, about this...Read More

Customer loyalty in Canada is shifting, according to a new report from Eagle Eye, that highlights key opportunities for retailers such as data, personalization, and mobile. The report is set against the backdrop of a shifting loyalty market in...Read More

Jewlr.com is an online destination for fine jewelry that is completely customizable. Using the latest advancements in manufacturing and web technology, Jewlr’s online system gives its customers the unique ability to create and visualize...Read More

Customer service is an integral piece of the brand loyalty puzzle. If not executed properly and in a seamless fashion, it’s often the first thing consumers point to in a negative customer experience. But, according to a new report from the...Read More

Investing in customer loyalty is a must-have, and effective loyalty programs have proven to be key differentiators for their respective brands. A new infographic from Fieldboom cites 20 compelling reasons why companies should double down on their...Read More

Officials at El Pollo Loco, the nation’s leading fire-grilled chicken chain, want to take their customer engagement level to new heights through a strategic partnership with Ansira. Through the partnership, Ansira will support El Pollo Loco...Read More

Loyalty marketers always want their emails to stand out, but during the all-important holiday season, they take on extra meaning and potential impact. What can loyalty marketers do to ensure their holiday email communications are relevant and...Read More

At Loyalty360, we talk to brands often about the importance of emotional customer engagement and the crucial role that plays in earning long-term customer loyalty. Emotional customer engagement is the ultimate payoff for loyalty marketers. A new...Read More

Officials at 7-Eleven pride themselves on their ongoing efforts around innovation. One recent example of that is when the company revamped its 7Rewards loyalty program. Loyalty360 talked to Tarang Sethia, Senior Director of CRM & Loyalty at 7...Read More

Customer experience is a pivotal differentiator for loyalty marketers. Making that customer experience memorable time and time again breeds brand advocates. But, creating those memorable and exceptional customer experiences isn’t always...Read More

McDonald’s has made significant strides since Steve Easterbrook took over in 2015. Earlier this year, Easterbrook said: “We’re building a better McDonald’s and winning back customers with great-tasting food, compelling...Read More

For a brand that admittedly doesn’t delve into the video advertising space frequently, online apparel and footwear retailer Zappos.com has done just that with three charming videos that highlight true stories from the company’s...Read More

When Erin Pensa, Public Relations Director at CVS, talked to Loyalty360 back in May about the company’s goals surrounding a new and improved customer experience, she talked about a “re-imagined shopping experience that makes it easier...Read More

Driving results through authentic and differentiated product assortments that appeal to individual tastes across various lifestyle categories has guided Zumiez, a specialty retailer of action sports related apparel, footwear, equipment, and...Read More

According to some recent published reports, it appears that many brand email communications containing holiday-related offers have failed to generate proper customer engagement levels due to a lack of personalization. Loyalty marketers strive...Read More

Showcasing amazing experiences is something that Marcus Hotels & Resorts aims to reveal to its customer base. Marcus Hotels & Resorts launched its first “12 Days of Marcus” sweepstakes on Nov. 24 with a grand prize...Read More

Officials at HelloWorld, a leading digital marketing solutions provider for the world’s largest brands, are excited about their recent launch of Digital Rebates, an end-to-end solution that elevates the traditional approach to rebates into...Read More

Transparency and ease of use are two undeniable characteristics of a solid and successful loyalty program, according to Moosejaw President and CEO Eoin Comerford. Outdoor sporting goods and apparel merchant Moosejaw is known for its solid...Read More

With Christmas just 24 days away, the holiday season is in full swing and what does that mean at Kmart? The #UglySweaterforBetter Social Media Challenge, which launched Nov. 28. Each day through Dec. 24, Kmart will donate $1 to St. Jude Children...Read More

Fat Brain Toys is a Nebraska-based manufacturer and retailer of educational toys and games. The company was founded by husband and wife, Mark and Karen Carson, from the basement of their home in 2002. In the fall of 2002, then 10-year-old Adam...Read More

Targeted customer engagement and personalization has been a driving force for New York & Co. as it seeks to strengthen its brand loyalty. Company officials are committed to adding value for their customers and making them aware of new items...Read More

Officials at CraftWorks Restaurants and Breweries, Inc., the nation’s leading operator and franchisor of brewery and craft beer-focused full-service dining restaurants with more than 200 owned, franchised, and licensed locations across...Read More

Often armed with a wealth of customer data, many loyalty marketers face the challenge of transforming it into actionable insights that can be used to target consumers in a personalized manner.But, according to a new commissioned study conducted by...Read More

Gap CEO Art Peck is focused on four pillars that he believes will help the company achieve balanced growth and, along with that, bring expanded brand loyalty. Peck talked about these pillars during the company’s recent third-quarter...Read More

At Guardian Life Insurance, the strong focus on customer experience permeates all departments within the organization. Each understands the overarching focus on customer experience, its impact, and its positive end results. Loyalty360 spoke with...Read More

Amid food safety issues that have shadowed Chipotle Mexican Grill for more than two years, Steve Ells, chairman, CEO, and company founder (1993) will become executive chairman after the completion of a search to find a new CEO. “I am...Read More

Telling a product story in an effective, engaging is one of the many ways that Williams-Sonoma leverages superior content to drive an engaging and impactful customer experience. Williams-Sonoma CEO Laura Alber talked about this point during the...Read More

National Car Rental wants its customers to feel special and rewarded, and those feelings permeate the One Two Free promotion. The One Two Free® promotion awards registered Emerald Club members one free rental day for every two qualifying...Read More

During a Loyalty360 webinar last month titled, “Supercharge Your Videos With Interactivity,” Kyle Morton, Chief Product Officer at HapYak, told attendees that video is no longer relegated to a company silo due to its immense potential...Read More

Publix is an employee-owned, American supermarket chain based in Lakeland, FL, and operates throughout the Southeast with locations in Florida, Georgia, Alabama, South Carolina, Tennessee, and...Read More

Founded in 1978, Shoe Carnival operates 424 stores in 35 states throughout the Midwest, South, and Southeast regions (and Puerto Rico) and is one of nation’s largest family footwear retailers, offering a broad assortment of moderately priced...Read More

Thanksgiving weekend is always a massively popular shopping time of year and 2017 proved no different as many retailers offered healthy discounts to spark customer engagement. “The holiday shopping weekend was extraordinary for online...Read More

Mark Carson, President and Co-founder of Fat Brain Toys, wants to move in the direction of more tangible product interaction that would magnify customer engagement levels. Fat Brain Toys is a Nebraska-based manufacturer and retailer of...Read More

Satisfying the palates of chocolate lovers everywhere, coupled with a major opportunity to encourage social sharing, led to the creation of Simply Chocolate at 1-800-Flowers.com. Loyalty360 talked to Steve Druckman, President, Midwest Gourmet...Read More

Loyalty360 asked a few experts in the loyalty industry about trends related to customer behavior, how brands can leverage these insights to strengthen relationships and spark expanded brand loyalty, and the positives and challenges associated with...Read More

Actionable analytics can certainly impact a loyalty marketer’s success. For Chico’s FAS−which comprises the following brands: Chico’s, White House | Black Market, Soma Intimates, and Boston Proper−that facet of its...Read More

Loyalty program members are confident they will save money this holiday season, according to a new study commissioned by Citi Retail Services. More than two-thirds of Americans who participate in rewards programs expect to save money this holiday...Read More

Jason Siska, Sr. Manager of Loyalty and CRM, CraftWorks Restaurants & Breweries, told Loyalty360 that, prior to 2014, the company’s loyalty program and POS were not integrated. “When we wanted to send a ‘loyalty strike&rsquo...Read More

For many marketers, the holiday season represents the major portion of their annual sales. And for many of those, Black Friday and Cyber Monday represent the two most critical shopping days of the year. Loyalty360 solicited some experts to gauge...Read More

The Challenge of Personalization is a pervasive topic among loyalty marketers and one that Loyalty360 researched extensively earlier this year. According to a study from Resulticks, the question is posed: Will marketers break through the...Read More

Hibbett Sports, a sporting goods retailer founded in 1945 in Birmingham, Alabama, relaunched its loyalty program about six months ago after company officials realized they needed to redesign the program. The voice of the customer and the voice of...Read More

For a brand to say it listens to customers is one thing. To truly listen to customers, while acquiring keen behavioral insights that can be leveraged for positive results in the future, is “absolutely critical” for officials with the...Read More

Placing the customer at the center of a marketing strategy is a common refrain in the loyalty marketing world. Some brands execute on this key strategy more proficiently, while for others it might only lend itself to lip service. According to...Read More

As an online retailer of indoor and outdoor furniture, home furnishings, and décor, Hayneedle looks to move the needle with the customer in mind. Seizing the massive opportunity with mobile engagement, officials at Hayneedle are focusing on mobile...Read More

There is a myriad of opportunities and challenges for loyalty marketers today, yet one of those that falls into the opportunity basket revolves around brand identity and customer loyalty. Loyalty360 talked to Ruben Guallar, Director, Strategic...Read More

Armed with a fast-growing, highly engaging loyalty program, Abercrombie & Fitch has made progress toward renewed brand loyalty. CEO Fran Horowitz was excited about the company’s progress during its third-quarter earnings call on Friday....Read More

For outdoor sporting goods and apparel merchant Moosejaw, one of the things it’s known for is its unique messaging, interactive and energetic marketing, not taking itself too seriously, and making customers laugh. “Love the Madness...Read More

Officials at The Bon-Ton Stores have reviewed the business performance in recent years, prioritizing key themes to promote enhanced customer engagement and restore brand loyalty. The Bon-Ton Stores comprises Bon-Ton, Bergner’s, Boston Store...Read More

The holiday season annually represents, perhaps, the most crucial time of year for marketers everywhere. Deciphering shifting consumer behavior, attitudes, channel preferences, and finding customer engagement are all keys to successful holiday...Read More

Starting Jan. 1, 2018, Delta Air Lines’ SkyMiles members will have to spend $250,000 annually on their affiliated American Express credit card to meet one of the requirements for Diamond Medallion status, which provides the airline’s...Read More

Interactive whiteboard isn’t something that loyalty marketers immediately can define. But, what it entails just might help them as they travel down the road of customer engagement, customer experience, and customer loyalty. Loyalty360...Read More

Dick’s Sporting Goods CEO Edward Stack is saying all the right things, the company is making (it appears) all the right investments, yet the venerable retailer faces various challenges ahead. During the company’s recent third-quarter...Read More

Confirmit wanted to find out how CX (Customer Experience) practitioners could develop a holistic approach to their domains through tactics such as improving the survey and re-evaluating KPIs, and exploration of new and additional technologies...Read More

Royal Bank of Canada enjoyed a celebratory evening as it earned esteemed honors for its RBC Rewards program during the Loyalty360 Customer Awards at last week’s inaugural Customer Expo. The Loyalty360 Customer Awards honor global industry...Read More

That question was one of several answered during Tuesday’s Loyalty360 webinar titled, “The Loyalty IQ Challenge: Five Lessons for Loyalty Pros,” which was presented by Paytronix. Kimberly Otocki, Content Marketing Specialist...Read More

In 2015, Wyndham Hotel Group completely re-imagined the Wyndham Rewards loyalty program. Lacking a strong value proposition to differentiate it from the competition, the company overhauled the program’s look and feel—introducing the...Read More

Officials for the Philadelphia Phillies want to enhance the customer experience in a big way. As a result, they partnered with Givex, the global cloud-based customer engagement solution that encompasses leading loyalty and gift card solutions...Read More

User-generated content is a key aspect of social media, but can brands benefit from it as well? That’s definitely the case, according to Sprout Social’s Q4 2017 Index report. “As social media’s role as internet time...Read More

For Samuel Johnson, VP Global Marketing, Customer Loyalty & Insights, Ryder System, Inc., the inaugural Customer Expo was a showcase for his company, a leader in commercial fleet management, dedicated transportation, and supply...Read More

We hear time and time again about artificial intelligence. To some, it sounds exciting and impactful in the loyalty marketing industry. To others, it evokes a 2001 science fiction film directed by Steven Spielberg. Loyalty360 opted to ask an...Read More

Even the savviest loyalty program managers can be baffled, right? Loyalty360 will host a webinar on Tuesday, Nov. 14, 2017, at 1 p.m. EST titled, “The Loyalty IQ Challenge: Five Lessons for Loyalty Pros,” which will be presented by...Read More

Harry & David, America’s premier choice for gourmet food gifting, has a rich heritage that brand officials sought to showcase in their comprehensive brand refresh across the website, mobile site, catalogs, emails, and social media...Read More

Officials at Caesars Entertainment might have to consider building a dedicated wing for their impressive awards haul from Loyalty360 conferences. After Caesars walked off with the prestigious 360-Degree Award at the Loyalty360 Customer Loyalty...Read More

“We need to shift our focus from short-term gains to long-term profitability and growth.” That was part of the message from Jason Burnham, Principal, Communications & Design, Innovation Lead, Strativity on Monday during his...Read More

United Airlines has a new VP of Loyalty, Luc Bondar, who assumed his new post on Nov. 1. Bondar replaced Praveen Sharma as Sharma takes on the role of Vice President of Digital Products and Analytics. Bondar previously served as Senior Vice...Read More

What is a connected customer enterprise and how can it impact customer engagement/customer experience/customer loyalty efforts for any company?Loyalty360 posed that question, among others, to Duncan Avis, a principal in KPMG’s Advisory...Read More

Dominic Losacco, VP of Marketing, Moe’s Southwest Grill, knows full well the power of delivering a seamless mobile customer experience. “Technology is allowing us to communicate with our audience how and when they want to be...Read More

Creating emotional connections with customers is a surefire way to earn brand loyalty. For online apparel and footwear retailer Zappos, that goal is apparent in its business model as well as its Zappos for Good charitable arm. Loyalty360 talked...Read More

Since Chick-fil-A launched its mobile app in June 2016, a noticeable shift has occurred that has led to surging brand loyalty. What’s more, Chick-fil-A recently partnered with Taplytics to further enhance the customer experience...Read More

Getting your CRM and customer loyalty initiatives right is a crucial piece for all marketers, and especially for those in the restaurant industry. Loyalty360 talked to William Jenkins, vice president, Loyalty, at Epsilon, to learn more about this...Read More

Are millennials the “Savviest Shopping Generation”? They might be, according to Ibotta’s 2017 Millennial Shopping Report. Ibotta, a leading mobile shopping app that pays consumers cash back on their everyday purchases, released...Read More

Can augmented reality bring stores to life through play experiences? Well, officials at Toys“R”Us certainly think so. Toys“R”Us introduced Play Chaser, which is its new, free-to-play augmented reality (AR) app. On the...Read More

When a brand considers piloting a loyalty program, there are various aspects to consider. Loyalty360 hosted a webinar on Tuesday titled, “To Pilot or Not to Pilot? That Is the Question,” which was presented by Bond Brand Loyalty...Read More

Christina Coy, vice president of marketing at Pie Five Pizza, doesn’t mince words when she talks about customer experience and the company’s new website. “This is our No. 1 priority!” Coy told Loyalty360. “Previously...Read More

Red Lobster, the world’s largest seafood restaurant company, has never had a loyalty program, until now. Following highly successful testing in Colorado, then Arizona and Wyoming, Red Lobster on Monday unveiled its new app-based loyalty...Read More

In the recently released Temkin Loyalty Index 2017, Advantage Rent A Car earned the highest TLi (Temkin Loyalty Index) in a study that examined the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries. Loyalty360 talked to...Read More

That was one of the questions posed to Virtual Incentives CEO Jonathan Price during an engaging interview with Loyalty360. Price, who participated in a compelling interview with Loyalty360, offered some eye-opening views on the future of rewards...Read More

When Amazon acquired Whole Foods earlier this year in an all-cash transaction valued at approximately $13.7 billion, it certainly enlightened many loyalty marketers as to the clear convergence of the digital and physical commerce worlds...Read More

The customer journey can be a tricky thing for loyalty marketers to navigate effectively. Knowing when and where to impact the customer engagement conversation is a crucial piece of the loyalty puzzle. To gain further perspective on this and...Read More

To honor its 20th anniversary, Build-A-Bear’s upgraded web platform serves as the backdrop for a reintroduction of its data-rich loyalty program called the Build-A-Bear Bonus Club. “We plan to use this backbone to systematically...Read More

When Buffalo Wild Wings launched its Blazin’ Rewards loyalty program nationwide in late June, company officials sought to offer a meaningful rewards experience to increase guest affinity and loyalty. Buffalo Wild Wings CEO Sally Smith, who...Read More

It’s always interesting to see how customer loyalty is viewed in other parts of the world. The Turkey-based Ketchup Agency recently released its Ketchup Loyalty Research 2017 and Altan Bulur, the company’s chief communications officer...Read More

A new comprehensive study by ZipLine, a provider of private-label debit mobile and card payments to the convenience store industry, reveals that consumers who join payment-powered loyalty programs spend more and their frequency levels are higher. ...Read More

Many have said that, since he took over as CEO in 2015, Steve Easterbook has reinvented McDonald’s. During that time, the company’s shares have soared 65 percent while its recent third quarter revealed highly impressive global comp...Read More

Ron Orgiefsky, managing director, emnos; and Todd Bida, director of business development, emnos, have some enlightening views about retail loyalty programs, their popularity and necessity.   Loyalty360 talked to Orgiefsky and Bida during a...Read More

Should marketers launch a loyalty program right away or take the pilot approach?  Loyalty360 will host a webinar titled, “To Pilot or Not to Pilot? That Is the Question,” on Tuesday, Oct. 31, 2017, at 1 p.m. EDT. The webinar will...Read More

Imagine Experience CEO Bill McCoy told Loyalty360 in July that eBay, the world’s largest online marketplace, “that really stands out from its competition by going the extra mile for its customers.”  CEO of eBay Devin Wenig...Read More

CrowdTwist Chief Customer Officer Emily Rudin recently hosted a webinar with Emily Collins, senior analyst at Forrester, titled, “How to Build Loyalty through Predictive Analytics and Personalization.” Loyalty360 talked to Rudin to...Read More

Customers want their relationships with companies to have the same qualities they value in their personal relationships–qualities like trust, respect, empathy, openness, and reciprocity, according to C Space CEO Charles Trevail.  ...Read More

Founded in San Antonio, Texas, in 1952 by George W. Church, Church’s Chicken is one of the largest quick service restaurant chicken chains in the world. Church’s Chicken CEO Joe Christina talked to Loyalty360 about the company’s...Read More

At the North Face, officials survey customers with two objectives in mind. “The first is product feedback,” Ian Dewar, senior manager customer lifecycle, The North Face, told Loyalty360. “We can reach out to key product...Read More

NICE inContact conducted a ground-breaking study that compares how businesses rate their success across more than 10 customer experience channels versus the actual experience and satisfaction that customers report in those channels. The new...Read More

Susanna Freer Epstein, senior vice president, customer Loyalty Marketing, IHG (InterContinental Hotels Group), told Loyalty360 that “we’re bringing together the best of both worlds” in reference to combine two distinctive loyalty...Read More

Officials at Strativity Group, the world’s leading customer experience consultancy, recently unveiled Customer Types and a revamped user interface within Touchpoint Dashboard. Customer Types enable users to create, manage, and relate groups...Read More

Brands that facilitate digital or social comprise more than one third (36 percent) of the 2017 Brand Keys Loyalty Leaders according to the company’s 21st annual survey. The New York-based brand loyalty and customer engagement research...Read More

The Rockport Group became a standalone company in August 2015, undergoing a major transition, carving out the business from two giant athletic companies, adidas, and New Balance. Nevertheless, some things remain constant: Such as maintaining and...Read More

Epsilon, a global leader in creating connections between people and brands, recently received the prestigious 2017 Partner of the Year award by Citi. The award recognizes Epsilon’s high levels of performance and service providing...Read More

During Thursday’s Loyalty360 webinar titled, “Supercharge Your Videos With Interactivity,” which was presented by HapYak, Kyle Morton, chief product officer at HapYak, told attendees that video is no longer relegated to a company...Read More

Employee engagement as well as corporate and social responsibility were the topics in Part 1 of a discussion with Steven Aldrich, GoDaddy’s chief product officer. In Part 2 he talks about the challenges and opportunities of personalization...Read More

The New York Jets recently announced a new multi-year partnership with IdentoGO by IDEMIA, the country’s preeminent identity-related service provider and exclusive provider of TSA Pre✓®. The agreement marks IdentoGO’s first NFL...Read More

Listening to customers and garnering invaluable feedback can, ultimately, help brands shape successful loyalty programs. Enter Choice Hotels International and its Choice Privileges loyalty program. Loyalty360 talked to Jamie Russo, VP, loyalty...Read More

The holiday season is always such a massively important time of year for loyalty marketers everywhere. For some, the holiday season represents the bulk of its annual sales so keen customer engagement and a superior customer experience are required...Read More

At Wheaton World Wide Moving | Bekins Van Lines, there is both a critical opportunity around the challenge of valuation countered by a mission to educate its customers−all focused on one goal: A memorable customer experience. Stephanie...Read More

It’s always interesting and compelling for the Loyalty360 audience to gain a perspective on customer loyalty from another part of the world to see what things may be similar, what things may be different, and where the challenges lie...Read More

Larry Wine, chief commercial officer for Bridge2 Solutions, told Loyalty360 that his company’s launch of  Loyalty Pay™−a rewards payment solution which enables the use of rewards currencies in retail stores at the POS and in...Read More

Prudential Financial, Inc. is a Fortune 500 company whose subsidiaries provide insurance, investment management, and other financial products and services to both retail and institutional customers throughout the...Read More

At Ally Financial, innovation is its lifeblood. Generating excitement, customer engagement, and interest are all ingredients of its ongoing quest for brand loyalty. Loyalty360 talked to Ally Financial CMO Andrea Riley about the concept of...Read More

Jennifer Johnson was recently named vice president of loyalty marketing at Foxwoods Resort Casino (CT), which is the largest resort casino in North America. Loyalty360 talked to Johnson about her goals connected to customer engagement and...Read More

Chris Yanko, director of marketing and sales support for Xeikon, talked to Loyalty360 about several topics connected to customer loyalty, including the biggest challenges brands face today.What are the biggest opportunities/challenges for brands...Read More

Hertz officials set various goals around its Great Gold Giveaway, all of which lead toward enhanced customer engagement and heightened brand loyalty. Hertz Gold Plus Rewards members can participate in the Great Gold Giveaway for a chance to win 1...Read More

Customer experience is viewed as a significant piece of the overall customer loyalty puzzle. Loyalty marketers understand this point all too well. The challenge, though, can be executing and delivering on this promise to customers. Loyalty360...Read More

Rebuilding trust and expanding brand loyalty are two priorities for Wells Fargo. At the end of August, Wells Fargo completed an expanded third-party review of retail banking accounts covering 165 million accounts over a nearly eight-year period. ...Read More

Nutrisystem CMO Keira Krausz referred to it as “content suspicion” when she spoke to Loyalty360 about how customers are changing. “For years, consumers have been bombarded with information,” Krausz explained. “Lately...Read More

Loyalty360 talked to Julie Bustos, senior vice president of Technology Services at The Lacek Group, about how loyalty marketers can grow customer value and increase customer marketing performance through enhanced relevance and expanded reach.How...Read More

Amazon has always been innovative, to say the least, and its latest initiative caters to teenagers. Amazon introduced a convenient way for teenagers 13 through 17 years old to shop on Amazon with their own login. For the first time, teens can...Read More

Officials at Boston-based B.Good, which has 54 restaurants (including Canada and Switzerland) in MA, CT, R.I., N.Y., Maine, N.H., VT, N.J., N.C. VA., and PA, with plans to open 10-15 new restaurants before the end of the year, take pride in their...Read More

Can loyalty marketers adapt their strategies to spark customer engagement through interactivity? Loyalty360 will examine this topic when it hosts a webinar on Thursday, Oct. 19, 2017, at 1 p.m. EDT, titled, “Supercharge Your Videos With...Read More

In the automotive industry, more than half of dealership gross profit margin goes to payroll, which means the impact your employees can have on your customers and on your culture can be significant. According to the 2017 Cox Automotive Dealership...Read More

Officials at Best Western Hotels & Resorts have the utmost pride in their award-winning loyalty program, Best Western Rewards® (BWR®).  To exemplify that pride, they issued a ‘throwdown’ to competitors framed by a...Read More

Data and customer loyalty seem to go hand in hand for brands, but sometimes it’s much more difficult to seamlessly integrate all the ingredients for an effective and impactful business strategy. Loyalty360 talked to Excentus CMO Jeff...Read More

The top emotions that drive customer loyalty among financial institutions are feeling appreciated, respected, and valued, and providing experiences that impact these emotions will affect a bank’s bottom line, according to Forrester’s...Read More

Jim Techtmann, vice president of national sales for Entertainment’s Corporate Marketing Solutions group, talked to Loyalty360 about how the venerable company drives customer behavioral change that can lead to increased brand loyalty.  ...Read More

While the San Francisco 49ers are in the midst of a woeful 0-5 start to their season, their loyalty program’s immediate future seems much brighter. For the past three years, the San Francisco 49ers have offered fans a loyalty program called...Read More

In June, Chirpify CEO Chris Teso told Loyalty360 that he was very impressed by Walmart’s take on technology, in particular, the mobile app. “Integrating more technology into the future of shopping will certainly improve the...Read More

Plenti launched in mid-2015 as the first U.S.-based coalition loyalty program, which included several leading brands such as American Express, Macy’s, Rite Aid, AT&T, ExxonMobil, Macy’s, Nationwide, Hulu, Rite Aid, Enterprise...Read More

Russell Saks, CEO of Campus Protein, told Loyalty360 that his six-year-old company has recorded staggering growth in its brief history, but he wanted to leverage technology to meet and exceed heightened consumer personalization demands. As a...Read More

Scott Gifis, vice president & managing director, North America, AdRoll, believes that his company helps clients drive customer loyalty through CX-related initiatives. “Where a lot of our customers will leverage us with respect to CX...Read More

During Rite Aid’s recent second-quarter earnings call, CEO John Standley was very optimistic as the company moves forward as a standalone company, calling its wellness+ loyalty program a key differentiator. Through its amended purchase...Read More

Driving customer loyalty is a challenge no matter the market. But, when it comes to the luxury market, are there different considerations? Loyalty360 talked to Eastwest Marketing Group CEO Lou Ramery about this intriguing topic.What challenges...Read More

Bank officials everywhere are always trying to drive increased customer engagement. What are the key factors that bankers can “bank” on to entice more customer engagement? According to a new global study from Affinion Group...Read More

Mark Vondrasek recently joined Hyatt as its executive vice president, global head of loyalty & new business platforms. In this newly created position, Vondrasek will direct Hyatt’s integrated experience strategy, which currently includes...Read More

Wine.com CMO Peter Elarde told Loyalty360 that the company used to be very transaction-oriented. “We cared a lot about a good customer experience, but we thought about it one order at a time,” Elarde explained. “Now we’re...Read More

Despite the growth of e-commerce and its incredible convenience, most consumers shop at brick-and-mortar stores, according to a new study from the National Retail Federation. In fact, the study shows that only about a fifth of U.S. consumers are...Read More

In mid-August, amid the wind down of Target’s Cartwheel Perks loyalty program, Ron Orgiefsky, managing director at emnos, told Loyalty360 that Target has been a progressive retailer for years, continually tweaking and adapting to keep...Read More

Before brands earn true customer loyalty, they must understand their customers. This is also one of the first steps toward building personalized customer experiences consumers now want and expect. Loyalty360 seeks to understand how leading...Read More

Loyalty360 talks to brands and vendors alike daily and a common refrain heard from many of these companies involves taking a holistic approach to customer loyalty. What that approach truly involves might vary from company to company. Loyalty360...Read More

In March, Nike CEO Mark Power said: “We’re aligning all of our firepower against the consumer experience.”  Like Nike, Parker leads by example and gets results. The latest innovative approach from Nike is its Consumer...Read More

A Merkle B2B customer loyalty study, based on results from an April 2017 survey of 400 North American and U.K. B2B enterprise buyers and sellers, is broken down into three reports that examine how: Non-financial incentives and business-building...Read More

Loyalty360 CEO and CMO Mark Johnson weighed in on this week’s news about Macy’s new Star Rewards loyalty program. The venerable retailer has endured sinking sales and profits and plunging net income and same-store sales in recent...Read More

Officials at DSW, a leading branded footwear and accessories retailer, are excited about plans to spark customer loyalty amid a new brand mission, which is supported by key strategic initiatives focused on building engaging customer experiences...Read More

Alasdair James, who became the new CEO at Pier 1 Imports on May 1, is pleased with the company’s latest fiscal results but knows there is so much more potential that will strengthen brand loyalty. Despite delivering a comp sales growth of 1...Read More

Can Macy’s new Star Rewards loyalty program overcome sinking sales and profits and plunging net income and same-store sales that have shadowed the venerable retailer in recent years? On Wednesday, officials at Macy’s announced the...Read More

In the past few decades, incredible advances in computer and networking technology have provided easy access to an exponentially increasing amount of information to millions of consumers at relatively little cost. Through mobile, digital, and...Read More

Last month Jen Gray, senior vice president, Brand, Marketing & Creative Services, HelloWorld, told Loyalty360 that, while digital innovation can take many forms and strategies, “we’re seeing more and more brands place an emphasis...Read More

The process of putting together an amazing whiteboard animation video that articulates a message can be truly transformative for your company, according to Summer Felix-Mulder, founder and CEO of The Draw Shop. On Tuesday Loyalty360 hosted a...Read More

On the heels of a solid, better than expected second quarter, fiscally speaking, officials at American Eagle Outfitters are optimistic about the future. “In the second quarter, we achieved sales and earnings above our expectations in a...Read More

Loyalty360 talks to all types of brands on a regular basis and one of the overarching keys to success among loyalty marketers are truly listening to customers. Brands can’t go wrong if they truly listen to their respective customers and...Read More

Creating those emotional connections with customers is an ongoing quest for loyalty marketers, and is pivotal in establishing long-lasting brand loyalty. But making those incredibly important and valuable emotional connections with customers is...Read More

We’ve all read customer reviews on third-party sites online about their respective experiences at a particular restaurant, store, or with any other service company. For the most part, the reviews are left by people who had an extreme...Read More

At The Finish Line, its fiscal second-quarter results reflected a challenging time for the company and the industry. Consolidated net sales decreased 3.3 percent year-over-year while comparable store sales fell 4.5 percent. The Finish Line CEO...Read More

Could Amazon, Facebook, or Google be our banks of the future? Well, according to a new study from LivePerson, that could be the case. Nearly half of Gen Z respondents (43.2 percent) believe that big technology companies like Amazon, Facebook...Read More

Manchester United is one of the most popular and recognizable professional sports teams on earth. With nearly 660 million global supporters, Manchester United always wants to improve the customer experience to maintain its lofty global standing...Read More

The Parking Spot, the nation’s largest owner and operator of near-airport parking properties, recently announced a new tiered structure for its Spot Club rewards program. Spot Club members can now earn more savings, receive priority customer...Read More

One thing that loyalty marketers always want to see with a loyalty program is increased membership. And that is exactly what officials at Choice Hotels have seen since they relaunched the Choice Privileges loyalty program in early 2016. &ldquo...Read More

Panera Bread CEO Ron Shaich is so confident about his company’s new approach to the children’s menu that he has challenged CEOs everywhere to join him in eating from their respective kid menus exclusively for seven straight days...Read More

Strativity Group conducted eye-opening research titled, “National IMCO Employee Engagement Study,” which looked at the powerful impact that strong leadership can have on employee engagement and, in turn, brand loyalty. Loyalty360...Read More

Making emotional connections is such an integral component customer loyalty today. Officials at 1-800-Flowers.com believe that a new national initiative with Westwood One can definitely result in making strong emotional connections with customers....Read More

In this day and age of sky-high customer expectations amid an array of options, a CEO’s job is never done. Creating and sustaining memorable customer experiences that drive brand loyalty is a never-ending task. At Bed Bath & Beyond, CEO...Read More

Officials at The Draw Shop would have you know that everyone from the United Nations to Twitter uses whiteboard videos to advance their views. The term whiteboard video describes the recording of any creative story being drawn on a whiteboard...Read More

Loyalty marketers want to know how to create actionable insights that can help drive customer engagement and customer loyalty. Distilling data effectively is a major challenge for brands. Loyalty360 hosted a webinar on Tuesday titled, “CMO...Read More

Officials at Domino’s Pizza, a global leader in pizza delivery and digital ordering platforms, don’t want anyone left out of its Piece of the Pie Rewards loyalty program. Now, Domino’s is awarding points to its loyalty members...Read More

Yes, it seems it’s never too early to talk about the all-important holiday season−the annual make-or-break period for many retailers. One thing that can aid loyalty marketers during the upcoming holiday season, and spark customer...Read More

Andrea Heger, group vice president of client and broker management, Affinion Insurance Solutions, told Loyalty360 that the company’s goal is to develop consumer-centric programs for financial institutions that strengthen consumer engagement,...Read More

Officials at Zumiez, a specialty retailer of action sports related apparel, footwear, equipment, and accessories, maintain a vigilant outlook on changes in consumer behavior and adapting to provide a more personalized customer engagement. &ldquo...Read More

In the wake of devastating Hurricanes Harvey and Irma, customer satisfaction among U.S. homeowners and renters’ insurance will be squarely under a microscope the rest of this year and beyond. According to the J.D. Power 2017 U.S. Home...Read More

CIBC (Canadian Imperial Bank of Commerce) is excited about its Aventura Rewards loyalty program which allows clients to earn rewards points by using their CIBC Aventura® Visa cards. Loyalty360 spoke with Mark Swartz, senior director, Aventura...Read More

Frigidaire recently kicked off its brand relaunch with a major new marketing campaign, “Your House Rules,” which was developed to celebrate and champion the things that make every home unique. A national commercial featuring...Read More

Expanding the variety of rewards in a loyalty program is a surefire way to raise customer engagement levels. At Red Roof Inn, its successful RediCard loyalty program has gotten bigger and better. Guests can now use their RediCard points to not...Read More

Smartphones are ubiquitous today around the world as loyalty marketers seek to fine-tune their loyalty programs with relevant rewards. Smartphones have certainly influenced the evolution of rewards and Loyalty360 spoke to Mark Fortuna, director...Read More

Competitive pressures to leverage customer data effectively continue to mount. Tools for accessing and using data are becoming more numerous, but loyalty marketers want to know how to create actionable insights that can help drive customer...Read More

Women’s clothing retailers has its roots in Duluth, MN, which date back more than 80 years. From Day 1, customers have been at the heart of maurices, according to an InMoment case study. “And the culture is contagious,” the...Read More

Officials at Seattle-based evo plan to survive during this era of Amazon and online shopping. One significant way evo plans to do that, and elevate its customer engagement initiatives, is through a partnership with Loge Co., an outdoor...Read More

Matt Thelen, head of strategy, insights & research at SendGrid, believes there is an emerging trend among the most sophisticated email marketers. SendGrid commissioned a study, Elevate Your Email Marketing With A Customized Approach, that was...Read More

The allure of global Internet entertainment certainly holds Netflix in good stead from a customer engagement standpoint. During the second quarter Netflix added 5.2 million subscribers, a record for that fiscal period. “Over the next five...Read More

Building on his experience in the floral industry, Tariq Farid launched Edible Arrangements in 1999. Today it is one of America’s top franchise companies. Mr. Farid, still the company’s CEO, tells Loyalty360 how it all came together. ...Read More

All brands want to be viewed as trustworthy. A new national survey from The Values Institute revealed its most trustworthy brands. Amazon is America’s most trustworthy brand following by Marriott, Microsoft, Hilton, and Southwest Airlines...Read More

During Tuesday’s Loyalty360 webinar titled, “Delivered: How Bond’s Handwritten Notes Drive Customer Loyalty,” presented by Bond, Matt White, director of sales for Bond, talked about the power of handwritten notes as they...Read More

The restaurant space is intensely competitive today, with brands seeking differentiation on all fronts. Boosting the customer experience in a definitive fashion can drive customer loyalty efforts.   Loyalty360 talked to Jon Siegal, vice...Read More

For the past three years, the San Francisco 49ers have offered fans a loyalty program called Faithful 49 presented by Esurance. The program has been successful, but team officials sought deeper fan engagement. Matt Crowell, senior manager of...Read More

Jennifer Metz is vice president of business development at LoyaltyEdge. Leveraging 20 years of American Express’ expertise and thought leadership in the rewards program business from the award-winning Membership Rewards program to its...Read More

Following a less than spectacular first quarter−when its stock tumbled to its largest one-day loss since 1999 after same-store sales dropped for the second consecutive quarter−Kroger, the largest U.S. supermarket chain by revenue and...Read More

DataCandy was named among ‘end-to-end loyalty solution example vendors addressing the broadest spectrum of loyalty-specific needs for small and midsize organizations’ in a new report released by Forrester Research titled, Vendor...Read More

Customer loyalty is leveraged in various ways by many different brands. At Rack Room Shoes, customer loyalty is used in a variety of ways to strengthen consumer relationships and to build brand loyalty.Aimia is Rack Room Shoes’ loyalty...Read More

According to Nielsen data, nearly 60 percent of grocery shoppers don’t fully understand nutrition facts on product packaging. Since recognizing ingredients ranks first among consumers in terms of what influences their decisions to purchase...Read More

Making emotional connections are more important than ever for brands to acquire and retain customer loyalty. But can handwritten notes resonate with customers and have a far-reaching impact in this day and age? Loyalty360 will host a webinar...Read More

There are numerous challenges surrounding the creation of measurable experiences that drive customer loyalty. Loyalty360 talked to Bruce Lilly, lead copywriter for The Draw Shop, to get his thoughts on this issue and many others tied to customer...Read More

Restoration Hardware CEO Gary Friedman has targeted strategies to enhance the customer experience.While 2016 was a year of transformation and transition, 2017 “will be a year of execution, architecture, and cash flow at RH,” Friedman...Read More

Associated Bank has been the bank of the Green Bay Packers for nearly 100 years. The 2017 NFL regular season kicks off tonight as the defending Super Bowl Champion New England Patriots host the Kansas City Chiefs, and Associated Bank wants to...Read More

With United Airlines and Delta Air Lines, each launching branded credit cards with no annual fees this week (United Wednesday and Delta today), consumers might want to know which one provides more value and is more engaging?Brian Karimzad...Read More

Last month’s Walmart-JD Omni-Channel Shopping Festival set records as the day’s combined transaction volume for Walmart’s e-commerce channels on JD.com were 13 times the previous 24-hour sales record, and Walmart physical stores...Read More

Banner Health is a nonprofit health care system based in Phoenix. It operates 28 hospitals as well as several specialized facilities throughout six states. It provides emergency and hospital care, hospice, long-term home care, outpatient surgery...Read More

Historically, pharmacies have seen very positive results when it comes to customer satisfaction and customer engagement, but a new study shows a declining pattern.According to the J.D. Power 2017 U.S. Pharmacy Study, decreases in satisfaction with...Read More

Listening to and engaging with its customers are crucial elements at Church’s Chicken.As part of its strategic realignment to ignite system-wide growth, Church’s Chicken recently announced the $5 Real Big Deal, a customized meal...Read More

A year ago at this time, Lands’ End was struggling and former CEO Federica Marchionni was close to her resignation. The company numbers weren’t trending well and the iconic brand was searching for answers. Fast forward to September...Read More

Sarah Sharp-Wangaard, vice president of marketing at Hibbett Sporting Goods, told Loyalty360 that officials at Hibbett Sports, a sporting goods retailer founded in 1945 in Birmingham, Alabama, realized their loyalty program needed a refresh. But,...Read More

In a new report titled, “Closing the Customer Experience Gap: How IT and Business Can Partner to Transform Customer Experiences,” released by the Harvard Business Review, the future of customer experience is at hand. “A...Read More

Demographic data or behavioral targeting? Which fosters the better customer engagement? Loyalty360 talked to Matthew Liebmann, Global President of Movio Cinema, about this intriguing question. Movio delivers strategic, operational, and...Read More

Delta Air Lines continues to seek new and impactful ways to engage with customers. Recently, the airline launched a pilot program that allows customers to video chat with a customer service agent. Delta’s pilot video chat program is at...Read More

Officials at La Quinta Inns & Suites have always been vigilant about providing as good and robust a loyalty program as possible, along with constantly listening to what their customers tell them. Since the relaunch of the La Quinta Returns...Read More

Wine.com CMO Peter Elarde wants to engage his loyal customer base in the best and most effective ways possible. Customer engagement with millennials is one of the key trends Elarde sees. “Two big trends for us are the shift to mobile and...Read More

It is such a simple, yet, an engaging promotion that Dunkin’ Donuts recently launched to reward its supremely loyal customer base. The promotion is called “Sip. Peel. Win,” which is the brand’s first-ever national on-cup...Read More

In the past couple of years, Shoe Carnival, one of the country’s largest footwear chains with more than 555 stores throughout the Midwest, South, and Southeast regions, has seen its Shoe Perks loyalty program more than double to more than 12...Read More

Brands are constantly trying to build deeper relationships with their customers that lead to heightened engagement, loyalty, and advocacy. These aspects of the brand/customer relationship were examined during Tuesday’s Loyalty360 webinar...Read More

Can pets assist with customer loyalty? Just ask BJ’s Wholesale Club. BJ’s Wholesale Club expanded its Berkley Jensen pet assortment line with additional dog treats, dry dog food, and wet cat food options that are grain-free with zero...Read More

Is there ever a good time to be a credit card customer? According to the J.D. Power 2017 Credit Card Satisfaction Study, one incentive driving the high levels of overall satisfaction among credit card customers is cash-back rewards. &ldquo...Read More

Ulta Beauty’s growth is simply astonishing, due in large part to its immensely popular loyalty program, Ultamate Rewards.Ulta Beauty achieved more than 20 percent top-line growth during the company’s second quarter. “We exceeded...Read More

Loyalty360 talks to brands and vendors on a regular basis to stay close to the pulse of the industry, what’s trending, and where certain technologies might be making a lasting impact on customer experience/customer engagement. Loyalty360...Read More

So many loyalty marketers would love to know what exactly makes millennials tick from a customer engagement/customer experience perspective, what kinds of technology options they prefer, and where they like to shop. Like their Generation Z...Read More

Season ticket-holders are the backbone of any sports team’s fan base and the Minnesota Twins are no exception. However, with the Sweet Spot loyalty program, the team wanted to engage with season ticket holders in a way where they could...Read More

Earlier this month Expedia launched Expedia Powered Technology, a toolkit of technology, marketing, and data offerings designed to help hotel partners drive knowledge and efficiencies to grow their businesses. Loyalty360 talked to Melissa Maher...Read More

For GameStop, which has built a devout and loyal following over the years, its PowerUp Rewards program is a critical piece of the company’s overall customer-centric focus. In the past 12 months, the loyalty program has added 1.5 million...Read More

As CMO of TIBCO Software, Thomas Been knows the importance of effective and impactful customer experience. TIBCO Software is an American company that provides integration, analytics, and event-processing software for companies to use on-premises...Read More

Technology solutions play such an important role today for loyalty marketers. Finding and leveraging the right solutions can lead to heightened customer engagement and brand loyalty. For business travelers, technology has opened up new and...Read More

Williams-Sonoma CEO Laura Alber knows that differentiation through customer experience is the path to greater success. Last year, Alber touted the company’s mission spearheaded by its customer-centric initiative, which includes supply chain...Read More

Officials at Hibbett Sports, a sporting goods retailer founded in 1945 in Birmingham, Alabama, realized their loyalty program needed a refresh. Hibbett Sports operates more than 1,000 stores in 33 states. Sarah Sharp-Wangaard, vice president of...Read More

To ensure customers continued to come first after the Dell and EMC merger, the company analyzed the financial value of customer retention through improved customer experience in hopes this would better focus the organization’s efforts. Via...Read More

Wine.com CMO Peter Elarde believes that being able to personalize the customer experience sets the company apart. Loyalty360 talked to Elarde about this theme, among other customer loyalty issues.What prompted the new website and what are your...Read More

Ruby Tuesday is in a tough position and company officials hope to turn things around with a “relentless” focus on improving the customer experience. During Monday’s fourth-quarter earnings call, Ruby Tuesday CEO Jim Hyatt...Read More

At Loyalty360, we interview brands on a daily basis and it is widely understood that the customer is in the driver’s seat today. As a result, marketers must listen and adhere to what customers are telling them. In Marketo’s report...Read More

All loyalty marketers want to know the defining characteristics of effective and impactful customer loyalty. To help our audience in that light, Loyalty360 will present a webinar titled, “CMO Challenge Report: The Defining Characteristics...Read More

For more than 20 years, West has been leading the way in hosted and cloud-based solutions, with unified communications, safety services, and customer experience management solutions like IVR, cloud contact center, and notifications. Loyalty360...Read More

Phillips 66 officials hope to ignite customer engagement through their new partnership with GasBuddy. Phillips 66 selected GasBuddy Business Pages, the smartphone app company’s B2B Retailer Software-as-a-Service (SaaS), to help drive...Read More

Humanizing a loyalty program is the ultimate goal of a new video series from La Quinta Inns & Suites called, “On The Road With Dave,”—featuring Dave Sims, La Quinta’s vice president of loyalty marketing. “On The...Read More

At First Data, “we are all about delivering innovation to help our clients grow,” Dom Morea, senior vice president, head of gift solutions at First Data, told Loyalty360. With more businesses than ever using gift cards to reward...Read More

Foot Locker CEO Dick Johnson didn’t mince words about his company’s poor second-quarter fiscal performance but discussed at length the moving parts at play in an incredibly fast-moving world of customer loyalty. “We do not...Read More

Don’t refer to Gap as a “mall-based apparel retailer” around Art Peck, the company’s CEO. Peck strongly believes that Gap is a multi-dimensional company that is often pigeonholed in relation to malls. Driving loyalty and...Read More

Andy Steen, head of strategic marketing at Avaya, believes there are many challenges associated with customer experience and that digital transformation is crucial to ensure a seamless customer journey. Steen specializes in leading internal and...Read More

SSI and Alaska Airlines recently announced a new loyalty rewards program called The Opinion Terminal, which offers Mileage Plan members the opportunity to earn award miles by participating in surveys and sharing their opinions. Mileage Plan...Read More

Officials at MGM Resorts International have always supported this country’s greatest heroes and, as a result, they launched a new and unique loyalty program last month called Military & Veterans Program (MVP). The program was created in...Read More

Grocery stores have higher customer loyalty than their retail counter parts due to necessity, according to inMarket inSights’ Spring 2017 Loyalty Report: Grocery. Based on the study, the Top 5 Grocers for Customer Loyalty are: King Soopers...Read More

For Dick’s Sporting Goods CEO Ed Stack, the retail market is currently in flux. Stack likes the company’s current position in the sporting goods marketplace, yet is it strong enough to restore brand loyalty amid fierce competition...Read More

Hawaiian Airlines officials had been working with LivePerson, Inc., a leading provider of cloud mobile and online business messaging solutions, for the past year on its live chat program and they saw text messaging as a natural progression to...Read More

Major League Soccer and the National Hockey League usually aren’t the most popular sports talked about by fans, and for good reason, since they are considered “minor” sports in the U.S. But, not so when it comes to the J.D. Power...Read More

To ensure that our customers continued to come first after the Dell and EMC merger, we analyzed the financial value of customer retention through improved customer experience in hopes this would better focus the organization’s efforts. Via...Read More

Loyalty program participation among Generation Z and Millennials is alive and well, according to a new research report from CrowdTwist titled, “Gen Z vs. Millennials: The Changing Landscape of Loyalty.”Loyalty360 talked to CrowdTwist...Read More

Can Macy’s reinvent itself effectively and in time to recapture lost brand loyalty to this iconic company?Macy’s officials are on a mission to reinvent their loyalty marketing strategy as outlined in a recently Loyalty360 article...Read More

That is the question Mood Media attempted to answer in its study titled, “The State of Brick and Mortar: 2017.”There are all kinds of ways for loyalty marketers to enhance customer engagement, the overall customer experience, and...Read More

JetBlue officials have always viewed themselves as innovators, especially when it comes to customer experience. Through a new partnership with Gladly, a modern customer service platform, JetBlue is poised to raise its customer service levels...Read More

Zinrelo is a technology company that specializes in loyalty rewards programs. Samir Palnitkar is the founder of Zinrelo and a serial entrepreneur who has executed four successful startups prior to Zinrelo. He has more than 20 years of industry...Read More

Loyalty marketers everywhere usually never have a problem with collecting data, but distilling it to find the best quantity and quality poses a challenge to many. Loyalty360 talked to Emil Sarkissian, CEO of Loyalty Methods, a Rythmos company...Read More

Dorothy Dowling, senior vice president and chief marketing officer for Best Western Hotels & Resorts, is very proud of the company’s Best Western Rewards loyalty program that has earned several accolades in recent years. Most recently...Read More

Wyman T. Roberts, CEO of Brinker International, which owns Chili's and Maggiano’s Little Italy restaurant chains, knows that Chili’s must be more aggressive in a very competitive marketplace to spark heightened customer engagement...Read More

Yesway, a convenience store chain with a total of 70 locations in Iowa, Texas, Oklahoma, and Kansas, recently launched a new customer loyalty program, Yesway Rewards, that offers points for each dollar spent on fuel or in-store merchandise...Read More

Back in January, Augeo Marketing CMO Ken Greer offered Loyalty360 an unequivocal response to the following question: “Do you think Macy’s is on the right path to regain brand loyalty since it has fallen on hard times in recent...Read More

Kelly Koelliker, director, solutions marketing, Verint, told Loyalty360 that driving customer engagement is becoming more of a challenge for organizations of all sizes and industries. “Every interaction with a customer is an information...Read More

For eBags, the industry-leading e-tailer and travel gear expert, back-to-school is a vitally important season. Ebags officials work with popular YouTubers and bloggers to showcase the most popular backpacks for the 2017 back-to-school season. The...Read More

When Red Robin Gourmet Burgers CEO Denny Marie Post saw the company enter negative territory on both sales and traffic during the fourth quarter of 2015, officials set out to understand what was driving the decline by doing research with their...Read More

Creating brand alignment can be a challenge for loyalty marketers, but the potential benefits are highly attractive. Marc Rashba, vice president, Sony Pictures Entertainment, spoke with Loyalty360 about how his company views the current customer...Read More

The ubiquity of social media makes it an attractive tool for loyalty marketers, yet this burgeoning topic poses many questions about its potential fiscal impact and its ability to drive meaningful customer engagement. That compelling theme was...Read More

DSW, a leading branded footwear and accessories retailer, recently announced the company will be giving back to the community once again through its Shoe Lovers Care Leave Your Mark program.  DSW associates nominated eight family...Read More

In the ongoing quest for personalization, with an emphasis on digital and mobile advertising, retailers and brands should not outpace the interests and shopping habits of their core customers, according to a new study from InStream. Foremost...Read More

Customer experience is a matter of the utmost significance. At Nutrisystem, a good and memorable customer experience lays the foundation for future brand advocacy. Nutrisystem’s goals are to support its customers on their weight loss...Read More

Officials at children’s fashion brand Zutano wanted to thank their loyal customers in a special way. With Zutano’s new loyalty program, customers can now earn rewards points by referring a friend, following Zutano on their social...Read More

In June Red Lion Hotels Corporation officials launched the RLH Magazine−a full-color, quarterly publication for the company’s hotel owners, corporate associates, and prospects−to significantly enhance the customer experience...Read More

Red Shoes Living not only targets executive teams at companies, but it also serves as a powerful reminder that the five pillars that lie at the core of the business can be used in anyone’s daily life. Lonnie Mayne, the founder of Red Shoes...Read More

What is the biggest opportunity for loyalty marketers today? According to a new Forrester Consulting study, commissioned by Marchex, customers who call a business are more valuable prospects for that business than those who don’t. The...Read More

Domino’s Pizza, a global leader in pizza delivery and digital ordering platforms, was the first pizza company to launch a pizza ordering skill on Amazon Alexa last year. Now Domino’s is taking that skill to the next level to offer a...Read More

Impactful employee engagement holds the key to transcend a company, permeating its intoxicating powers among associates, thereby boosting customer engagement and brand loyalty. At Medallia, this is a way of life as company officials work with...Read More

Social media is a burgeoning topic among loyalty marketers, especially as it relates to driving impactful customer engagement. Loyalty360 and Strativity Group will co-present a webinar titled, Loyalty360 CMO Challenge Report: Promise and...Read More

Keeping your eye on the prize, or in this case, customer success is a key for Keith Pearce, vice president of product marketing at Salesforce. Pearce is responsible for the messaging and the positioning of the company’s service cloud...Read More

Fitbit CEO James Park is very proud of his company’s ability to drive customer behavioral change that, ultimately, can lead to brand loyalty. “At Fitbit, we understand that health and fitness is incredibly personal and there is no one...Read More