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 million company with 1,000 associates. ...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 greater understanding of their customers and meeting or...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 services that are not only convenient, but also a...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 & Resorts. Loyalty360 talked to Korman about...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 engaging customer experience is the utmost priority. ...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 messaging, interactive and energetic marketing, not...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 Carson received a magnetic building toy called...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 40 states in the U.S. and license locations in...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 loyalty program at the beginning of the year, the...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 the growing influence of millennials,” he...Read More

Keith Pearce, vice president of product marketing at Salesforce, is responsible for the messaging and the positioning of the company’s service cloud platform in the market. Loyalty360 asked Pearce how he thinks customers are changing. “Quite simply, customers want to talk to...Read More

The Rockport Group has undergone some major changes in recent years, but one thing remains the same: Its deep commitment to its loyal customers and to enhancing an already stellar customer experience. Loyalty360 talked with two Rockport executives−Joanna Linder, director, global direct to...Read More

Customer engagement is vitally important to loyalty marketers everywhere. Strategies surrounding effective customer engagement vary from brand to brand. Loyalty360 caught up with Dave Williams, head of enterprise research and analytics for Farmers Insurance, to find out his company’s...Read More

Brands must establish their own identities, according to Joleen Buettner, senior partner retail professional services, business consulting at NCR Corp. Buettner serves as the co-lead for the company’s loyalty practice. NCR Corp. is a global leader in consumer transaction technologies...Read More

Talking about the customer is one thing. But, making sure that everything you do revolves around your customers and their insights is crucial to ensuring high engagement levels and brand loyalty. At Guardian Life Insurance, that is a way of life. Loyalty360 spoke with Kimberly Delaney, vice...Read More

Red Shoes Living can help companies come closer together, providing support for a necessary, but often neglected, factor pivotal in building successful, customer-centric organizations: The human factor. But does this unique company and its equally unique concepts lend themselves to building true...Read More

The main goals for developing a mobile loyalty program for Pizza Hut restaurants in Saint Petersburg, Russia, were: To create an up-to-date customer database, without processing tens of thousands of forms To estimate and increase visit frequency To minimize the cost of the loyalty program...Read More

While this year certainly has been a significant one for Hilton Honors loyalty program after the iconic brand overhauled the program (dropping the extra H, while adding new rewards and benefits, and increasing the flexibility of points), Aaron Glick, vice president, Hilton Honors, has seen a...Read More

Three years ago, Auntie Anne’s launched its successful My Pretzel Perks loyalty program.Cultivating customer loyalty at Auntie Anne’s starts with effective customer engagement. One of the key ingredients in the My Pretzel Perks loyalty program is mobile, and how Auntie Anne’s...Read More

As Lee Moreau, director, loyalty marketing and captains club, Celebrity Cruises, views it, the customer journey at her company is considerably different than for a typical retailer. Personalized customer engagement is critical in acquiring and retaining customers. Celebrity Cruises earned a...Read More

When it comes to customer engagement, Preferred Hotels officials believe they have a firm grip, constantly monitoring feedback to ensure consistent, ongoing communications.   Loyalty360 spoke with Michelle Woodley, executive vice president, Preferred Hotels & Resorts, to learn more...Read More

Jason Jercinovic, global head of marketing innovation at Havas Worldwide, has an eclectic and compelling background as a digital marketer, holding deep experience across numerous fields, from global sports marketer (Nike) to pop media superstars (Taylor Swift, Olivia Munn, and Justin Bieber...Read More

Jenifer Warrell, senior director of marketing, American Girl, told Loyalty360 that customers had been asking about a loyalty program for quite some time. Less than a year ago (July 2016), American Girl delivered to its loyal customers the American Girl Rewards program. Here’s how it works:...Read More

Michele Levy, CEO of Ilhabela Holdings, the parent company and exclusive distributor of Melissa Shoes in the U.S., told Loyalty360 that, before the company’s partnership with social experiential technology company M-ND, customer engagement would end at the store level. “Our goal for...Read More

Chicken Salad Chick, a fast casual chain of chicken restaurants based in Auburn, Alabama, launched in 2008, but in less than a decade has developed a keen understanding of its customers that frequent more than 65 locations across the Southeast. The company has currently sold 146...Read More

Mobile optimization and mobile customer engagement are pivotal pieces of the customer loyalty puzzle at The North Face. The North Face recently earned a Silver Award in the Loyalty & Rewards Program category of the Loyalty360 Customer Loyalty Awards held at the 10th annual Loyalty...Read More

Stephanie Linville, director, market intelligence, quality & training, Wheaton World Wide Moving | Bekins Van Lines, believes there is a huge opportunity for her company that ties brand awareness and the customer experience. Linville talked to Loyalty360 about this critical opportunity and...Read More

Diamond Resorts International owns a network of 379 vacation destinations. As a timeshare company, Diamond Resorts International aims to provide the most memorable customer experience possible. Diamond Resorts International CEO Mike Flaskey talked to Loyalty360 about his company’s approach...Read More

Customer journeys mean something different to various loyalty marketers. Providing a seamless, engaging, and enjoyable customer journey is an ongoing goal and aspiration for loyalty marketers that, if executed correctly, extends brand loyalty. Cory Dolich, senior vice president of business...Read More

Andrew George, Manager, National Donor Loyalty & Retention at Canadian Red Cross, realizes that his company has a unique set of challenges when it comes to customer loyalty and customer engagement. But, his company takes these topics very seriously and is fiercely committed to its donors...Read More

Corbitt Chandler, vice president of marketing at Iron Tribe Fitness believes that listening to and investing in customers equates to enhanced brand loyalty. Loyalty360 caught up with Chandler to find out more about the company’s efforts regarding customer loyalty, customer experience, and...Read More

Loyalty programs are often the lifeblood for many marketers, especially when customer experience is top of mind. For many brands, their loyalty program design is a crucial element of their customer engagement strategies. Loyalty360 caught up with Pam Spier, a Senior Manager at Lenati, to find...Read More

For AMC Theatres, 2016 was a thrilling and captivating year−not only for its loyal customers, but for its internal executive team as well. AMC Theatres eclipsed five million members in its AMC Stubs loyalty program, adding more than 2.5 million members primarily due to the program’s...Read More

Launching a successful loyalty program is vitally important for any brand. But, maintaining that initial momentum over the long term, can prove to be an arduous task if the proper strategies and customer-centric tools aren’t in place.   Loyalty360 caught up with Carlos Dunlap-Beard...Read More

Differentiation in any industry is a critical element that elevates a brand’s status while raising customer loyalty levels.Orange Leaf Frozen Yogurt officials believe that personal connections lead to a heightened sense of belonging that leads to brand advocacy. Loyalty360 caught up with...Read More

Wrigley Field, home of the Chicago Cubs, is one of the most endearing sports venues in the world. The only problem is it hasn’t seen a World Series champion since 1908. That could change since the Cubs clinched the National League Central and will have home field advantage during the first...Read More

AARP creates empathy programs that are vitally important and effective in driving heightened customer engagement among its more than 37 million members. AARP’s mission is to help adults aged 50 years and older make better decisions and live better lives, and Michelle Musgrove, Vice...Read More

Some brands often speak highly of what customer experience means to their respective organizations. Others speak highly of customer experience and its impact on brand loyalty because they have taken this process to what they believe is another level of engagement.Loyalty360 caught up with Imran...Read More

Established in 1885, PeoplesBank is a leader in innovation, corporate responsibility, environmental sustainability, customer experience, and employee engagement. PeoplesBank is based in Holyoke, Massachusetts and operates 19 offices throughout the region. Its three LEED® certified...Read More

Samsung officials want Samsung Pay−which is a mobile payment service that allows Samsung users to make payments using compatible phones−to stand out among other similar global offerings. They believe this can lead to more customer engagement and a better customer experience...Read More

For Rich Mohr, VP & Global Product Manager for Rental Operations at Ryder, customer retention is a critical piece of the customer loyalty puzzle. Mohr talked to Loyalty360 about this keen company focus and what role it plays at Ryder.Can you talk about Ryder’s current customer...Read More

Customer loyalty has certainly changed in the past decade. Now, according to Jeanne Bliss−the founder and President of CustomerBliss, and co-founder of The Customer Experience Professionals Association−consumers have little patience for marketers that don’t know who they are...Read More

We are embarking on a new era of digitization. Data has become ubiquitous and an integral part of our existence. 40% of the world populations are connected to the internet. By 2018, there would be more connected devices (machine to machine), overtaking the number of humans. As machines...Read More

Founded by Earle in 2001, Johnny Cupcakes is a successful clothing brand that uses cupcakes as the prominent design motif of its merchandise, often replacing iconic symbols with cupcakes. The brand’s insignia is skull and crossbones, with a cupcake silhouette replacing the skull...Read More

NCR Corporation, a global leader in consumer transaction technologies, always wants to build brand loyalty by helping its customers/clients develop loyal customers.And for Jon Lawrence, NCR’s Senior Director of Solution Management, the idea of helping customers build loyalty for their...Read More

Officials at Hilton Worldwide know a little something about engaging customers and earning brand loyalty. It’s not something that you turn on and off. Creating and retaining customer loyalty, especially in the hospitality business, is an ongoing process that requires innovation and stellar...Read More

Through innovation, Aspire Lifestyles Americas has grown its Concierge service into more than just a customer service/fulfillment service. Aspire Lifestyles provides its clients with a marketing solution that drives the differentiation of the customer experience through the use of Concierge...Read More

Tammy Lucas, Managing Director, Marketing & Advertising, Best Western, and Debora Haskel, VP  Marketing, IWCO Direct  participated in an intriguing interview with Loyalty360 to discuss Best Western’s sophisticated use of direct mail and its impact on customer loyalty.Last year...Read More

Mary Naylor, CEO of Aspire Lifestyles Americas, has been at the forefront of the Concierge industry since founding Capitol Concierge, the nation’s largest corporate Concierge service, in 1987.In the two decades since she launched Capitol Concierge, followed by the formation of her second...Read More

Music streaming site Pandora is the No. 1 station in 14 of the top 15 local radio markets in the U.S., according to a 2014 study by IFPI. Pandora has a steadfast following of loyal listeners, brand advocates, and people looking for unique customer experiences.Pandora shines in its level of...Read More

Shawn Stewart, Associate Vice-President, Loyalty, Canadian Tire participated in a riveting interview with Loyalty360 to discuss customer experience and what it means to his company.Who is the champion of Customer Experience at Canadian Tire?At Canadian Tire, providing customers with a positive...Read More

Frank Jimenez, Senior Director, Insights Driven Performance and Retail Evolution, The Hershey Company, participated in an intriguing Q&A with Loyalty360 to discuss how Hershey views the customer/shopper experience.Who is the champion of Shopper Experience at The Hershey Company?The great news...Read More

Thorntons Refreshing Rewards customer loyalty program launched in March 2014 in Lexington and Nashville, and has been highly successful from a customer engagement perspective.On Dec. 30, Thorntons launched Swipe & Score Sweepstakes, whereby registered Refreshing Rewards members can swipe...Read More

Customers at the International House of Pancakes (IHOP) show their brand loyalty every day, according to Kirk Thompson, Vice President of Marketing for IHOP. For them, IHOP is always top-of-mind and leads their respective consideration sets.Loyalty360 caught up with Thompson for a fascinating...Read More

Jamie L. Russo, Vice President, Loyalty Programs for Choice Hotels International knows the value of customer engagement. And members of the Choice Privileges loyalty program voiced their opinions about wanting to give back.Russo talked to Loyalty360 about how this unique partnership came to be...Read More

Providing an exemplary customer experience can and will differentiate any brand. In the banking world, First Niagara Bank has differentiated itself through a series of focused initiatives targeting customer engagement.But, as Michele Kertzie, First Niagara Customer Experience Director, tells...Read More

When you talk to Joshua Sloser, vice president of Digital Innovation at Hilton Worldwide, Customer Experience is always a key topic and overarching goal.Sloser shared with Loyalty360 his insights in CX and other customer loyalty-related items in a riveting interview.What does CX mean to Hilton?An...Read More

For Pamela Barnhill, President and COO of InnSuites Hospitality Trust (IHT) and InnDependent Boutique Collection (IBC) Hotels, customer engagement is the key to everything in the hotel industry.“The customer is the one who signs our paychecks,” Barnhill told Loyalty360. “We...Read More

Michelle Lapierre, Senior Director Customer Experience and Social Media, Marriott Rewards, participated in an interview with Loyalty360 and offered a keen perspective on how the loyalty program leverages social media to drive greater customer engagement.How is Marriott Rewards using social media...Read More

Recently, the Papa John’s pizza chain announced that digital and mobile channels account for more than 50 percent of its total U.S. sales (delivery and carryout), making it the first in the industry to surpass this milestone. This solidifies the Louisville-based pizza giant as the digital...Read More

When Telefonica O2 UK (O2) launched its Priority Moments customer loyalty program two years ago, Mark Stevenson, the company’s Marketing Director of Priority and Sponsorship, was fully cognizant of the stakes involved.“We knew when we launched Priority Moments it was go big or go home...Read More

MAACO desperately needed a makeover when Jose R. Costa became president of the company about 19 months ago. The Charlotte, N.C.-based retailer was “very much a strong player, but very dormant in many aspects.”One of Costa’s key tasks was to transform the brand from the 1970s to...Read More

With so much discussion centered on customer-centricity, customer engagement, and enhancing customer experiences, a hot industry topic related to those noble aspirations is the concept of a Customer LifeCycle program.Connie Hill, President of VeraCentra, believes that a Customer Lifecycle and a...Read More

Transamerica has had a busy year regarding its customer loyalty initiatives.Rich King, Director, Customer Experience, Transamerica – Investments & Retirement Division, participated in a compelling interview with Loyalty360 to discuss these initiatives and goals, customer experience, and...Read More

This is the second part of a fascinating Loyalty360 Q&A with Melissa Studzinski, Vice President, Customer Relationship Management, CVS Pharmacy. Part 1 was posted on June 1.How long has CVS had a loyalty program and how many members are there currently?ExtraCare, CVS Pharmacy’s...Read More

CVS Pharmacy is the second-largest pharmacy chain after Walgreens in the United States with more than 7,600 stores, and is the second largest U.S. pharmacy based on total prescription revenue. Melissa Studzinski, Vice President, Customer Relationship Management, CVS Pharmacy participated in...Read More

We are embarking on a new era of digitization. Data has become ubiquitous and an integral part of our existence. 40% of the world populations are connected to the internet. By 2018, there would be more connected devices (machine to machine), overtaking the number of humans. As machines...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 million company with 1,000 associates. ...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 greater understanding of their customers and meeting or...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 services that are not only convenient, but also a...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 & Resorts. Loyalty360 talked to Korman about...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 engaging customer experience is the utmost priority. ...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 messaging, interactive and energetic marketing, not...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 Carson received a magnetic building toy called...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 40 states in the U.S. and license locations in...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 loyalty program at the beginning of the year, the...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 the growing influence of millennials,” he...Read More

Keith Pearce, vice president of product marketing at Salesforce, is responsible for the messaging and the positioning of the company’s service cloud platform in the market. Loyalty360 asked Pearce how he thinks customers are changing. “Quite simply, customers want to talk to...Read More

The Rockport Group has undergone some major changes in recent years, but one thing remains the same: Its deep commitment to its loyal customers and to enhancing an already stellar customer experience. Loyalty360 talked with two Rockport executives−Joanna Linder, director, global direct to...Read More

Customer engagement is vitally important to loyalty marketers everywhere. Strategies surrounding effective customer engagement vary from brand to brand. Loyalty360 caught up with Dave Williams, head of enterprise research and analytics for Farmers Insurance, to find out his company’s...Read More

Brands must establish their own identities, according to Joleen Buettner, senior partner retail professional services, business consulting at NCR Corp. Buettner serves as the co-lead for the company’s loyalty practice. NCR Corp. is a global leader in consumer transaction technologies...Read More

Talking about the customer is one thing. But, making sure that everything you do revolves around your customers and their insights is crucial to ensuring high engagement levels and brand loyalty. At Guardian Life Insurance, that is a way of life. Loyalty360 spoke with Kimberly Delaney, vice...Read More

Red Shoes Living can help companies come closer together, providing support for a necessary, but often neglected, factor pivotal in building successful, customer-centric organizations: The human factor. But does this unique company and its equally unique concepts lend themselves to building true...Read More

The main goals for developing a mobile loyalty program for Pizza Hut restaurants in Saint Petersburg, Russia, were: To create an up-to-date customer database, without processing tens of thousands of forms To estimate and increase visit frequency To minimize the cost of the loyalty program...Read More

While this year certainly has been a significant one for Hilton Honors loyalty program after the iconic brand overhauled the program (dropping the extra H, while adding new rewards and benefits, and increasing the flexibility of points), Aaron Glick, vice president, Hilton Honors, has seen a...Read More

Three years ago, Auntie Anne’s launched its successful My Pretzel Perks loyalty program.Cultivating customer loyalty at Auntie Anne’s starts with effective customer engagement. One of the key ingredients in the My Pretzel Perks loyalty program is mobile, and how Auntie Anne’s...Read More

As Lee Moreau, director, loyalty marketing and captains club, Celebrity Cruises, views it, the customer journey at her company is considerably different than for a typical retailer. Personalized customer engagement is critical in acquiring and retaining customers. Celebrity Cruises earned a...Read More

When it comes to customer engagement, Preferred Hotels officials believe they have a firm grip, constantly monitoring feedback to ensure consistent, ongoing communications.   Loyalty360 spoke with Michelle Woodley, executive vice president, Preferred Hotels & Resorts, to learn more...Read More

Jason Jercinovic, global head of marketing innovation at Havas Worldwide, has an eclectic and compelling background as a digital marketer, holding deep experience across numerous fields, from global sports marketer (Nike) to pop media superstars (Taylor Swift, Olivia Munn, and Justin Bieber...Read More

Jenifer Warrell, senior director of marketing, American Girl, told Loyalty360 that customers had been asking about a loyalty program for quite some time. Less than a year ago (July 2016), American Girl delivered to its loyal customers the American Girl Rewards program. Here’s how it works:...Read More

Michele Levy, CEO of Ilhabela Holdings, the parent company and exclusive distributor of Melissa Shoes in the U.S., told Loyalty360 that, before the company’s partnership with social experiential technology company M-ND, customer engagement would end at the store level. “Our goal for...Read More

Chicken Salad Chick, a fast casual chain of chicken restaurants based in Auburn, Alabama, launched in 2008, but in less than a decade has developed a keen understanding of its customers that frequent more than 65 locations across the Southeast. The company has currently sold 146...Read More

Mobile optimization and mobile customer engagement are pivotal pieces of the customer loyalty puzzle at The North Face. The North Face recently earned a Silver Award in the Loyalty & Rewards Program category of the Loyalty360 Customer Loyalty Awards held at the 10th annual Loyalty...Read More

Stephanie Linville, director, market intelligence, quality & training, Wheaton World Wide Moving | Bekins Van Lines, believes there is a huge opportunity for her company that ties brand awareness and the customer experience. Linville talked to Loyalty360 about this critical opportunity and...Read More

Diamond Resorts International owns a network of 379 vacation destinations. As a timeshare company, Diamond Resorts International aims to provide the most memorable customer experience possible. Diamond Resorts International CEO Mike Flaskey talked to Loyalty360 about his company’s approach...Read More

Customer journeys mean something different to various loyalty marketers. Providing a seamless, engaging, and enjoyable customer journey is an ongoing goal and aspiration for loyalty marketers that, if executed correctly, extends brand loyalty. Cory Dolich, senior vice president of business...Read More

Andrew George, Manager, National Donor Loyalty & Retention at Canadian Red Cross, realizes that his company has a unique set of challenges when it comes to customer loyalty and customer engagement. But, his company takes these topics very seriously and is fiercely committed to its donors...Read More

Corbitt Chandler, vice president of marketing at Iron Tribe Fitness believes that listening to and investing in customers equates to enhanced brand loyalty. Loyalty360 caught up with Chandler to find out more about the company’s efforts regarding customer loyalty, customer experience, and...Read More

Loyalty programs are often the lifeblood for many marketers, especially when customer experience is top of mind. For many brands, their loyalty program design is a crucial element of their customer engagement strategies. Loyalty360 caught up with Pam Spier, a Senior Manager at Lenati, to find...Read More

For AMC Theatres, 2016 was a thrilling and captivating year−not only for its loyal customers, but for its internal executive team as well. AMC Theatres eclipsed five million members in its AMC Stubs loyalty program, adding more than 2.5 million members primarily due to the program’s...Read More

Launching a successful loyalty program is vitally important for any brand. But, maintaining that initial momentum over the long term, can prove to be an arduous task if the proper strategies and customer-centric tools aren’t in place.   Loyalty360 caught up with Carlos Dunlap-Beard...Read More

Differentiation in any industry is a critical element that elevates a brand’s status while raising customer loyalty levels.Orange Leaf Frozen Yogurt officials believe that personal connections lead to a heightened sense of belonging that leads to brand advocacy. Loyalty360 caught up with...Read More

Wrigley Field, home of the Chicago Cubs, is one of the most endearing sports venues in the world. The only problem is it hasn’t seen a World Series champion since 1908. That could change since the Cubs clinched the National League Central and will have home field advantage during the first...Read More

AARP creates empathy programs that are vitally important and effective in driving heightened customer engagement among its more than 37 million members. AARP’s mission is to help adults aged 50 years and older make better decisions and live better lives, and Michelle Musgrove, Vice...Read More

Some brands often speak highly of what customer experience means to their respective organizations. Others speak highly of customer experience and its impact on brand loyalty because they have taken this process to what they believe is another level of engagement.Loyalty360 caught up with Imran...Read More

Established in 1885, PeoplesBank is a leader in innovation, corporate responsibility, environmental sustainability, customer experience, and employee engagement. PeoplesBank is based in Holyoke, Massachusetts and operates 19 offices throughout the region. Its three LEED® certified...Read More

Samsung officials want Samsung Pay−which is a mobile payment service that allows Samsung users to make payments using compatible phones−to stand out among other similar global offerings. They believe this can lead to more customer engagement and a better customer experience...Read More

For Rich Mohr, VP & Global Product Manager for Rental Operations at Ryder, customer retention is a critical piece of the customer loyalty puzzle. Mohr talked to Loyalty360 about this keen company focus and what role it plays at Ryder.Can you talk about Ryder’s current customer...Read More

Customer loyalty has certainly changed in the past decade. Now, according to Jeanne Bliss−the founder and President of CustomerBliss, and co-founder of The Customer Experience Professionals Association−consumers have little patience for marketers that don’t know who they are...Read More

Founded by Earle in 2001, Johnny Cupcakes is a successful clothing brand that uses cupcakes as the prominent design motif of its merchandise, often replacing iconic symbols with cupcakes. The brand’s insignia is skull and crossbones, with a cupcake silhouette replacing the skull...Read More

NCR Corporation, a global leader in consumer transaction technologies, always wants to build brand loyalty by helping its customers/clients develop loyal customers.And for Jon Lawrence, NCR’s Senior Director of Solution Management, the idea of helping customers build loyalty for their...Read More

Officials at Hilton Worldwide know a little something about engaging customers and earning brand loyalty. It’s not something that you turn on and off. Creating and retaining customer loyalty, especially in the hospitality business, is an ongoing process that requires innovation and stellar...Read More

Through innovation, Aspire Lifestyles Americas has grown its Concierge service into more than just a customer service/fulfillment service. Aspire Lifestyles provides its clients with a marketing solution that drives the differentiation of the customer experience through the use of Concierge...Read More

Tammy Lucas, Managing Director, Marketing & Advertising, Best Western, and Debora Haskel, VP  Marketing, IWCO Direct  participated in an intriguing interview with Loyalty360 to discuss Best Western’s sophisticated use of direct mail and its impact on customer loyalty.Last year...Read More

Mary Naylor, CEO of Aspire Lifestyles Americas, has been at the forefront of the Concierge industry since founding Capitol Concierge, the nation’s largest corporate Concierge service, in 1987.In the two decades since she launched Capitol Concierge, followed by the formation of her second...Read More

Music streaming site Pandora is the No. 1 station in 14 of the top 15 local radio markets in the U.S., according to a 2014 study by IFPI. Pandora has a steadfast following of loyal listeners, brand advocates, and people looking for unique customer experiences.Pandora shines in its level of...Read More

Shawn Stewart, Associate Vice-President, Loyalty, Canadian Tire participated in a riveting interview with Loyalty360 to discuss customer experience and what it means to his company.Who is the champion of Customer Experience at Canadian Tire?At Canadian Tire, providing customers with a positive...Read More

Frank Jimenez, Senior Director, Insights Driven Performance and Retail Evolution, The Hershey Company, participated in an intriguing Q&A with Loyalty360 to discuss how Hershey views the customer/shopper experience.Who is the champion of Shopper Experience at The Hershey Company?The great news...Read More

Thorntons Refreshing Rewards customer loyalty program launched in March 2014 in Lexington and Nashville, and has been highly successful from a customer engagement perspective.On Dec. 30, Thorntons launched Swipe & Score Sweepstakes, whereby registered Refreshing Rewards members can swipe...Read More

Customers at the International House of Pancakes (IHOP) show their brand loyalty every day, according to Kirk Thompson, Vice President of Marketing for IHOP. For them, IHOP is always top-of-mind and leads their respective consideration sets.Loyalty360 caught up with Thompson for a fascinating...Read More

Jamie L. Russo, Vice President, Loyalty Programs for Choice Hotels International knows the value of customer engagement. And members of the Choice Privileges loyalty program voiced their opinions about wanting to give back.Russo talked to Loyalty360 about how this unique partnership came to be...Read More

Providing an exemplary customer experience can and will differentiate any brand. In the banking world, First Niagara Bank has differentiated itself through a series of focused initiatives targeting customer engagement.But, as Michele Kertzie, First Niagara Customer Experience Director, tells...Read More

When you talk to Joshua Sloser, vice president of Digital Innovation at Hilton Worldwide, Customer Experience is always a key topic and overarching goal.Sloser shared with Loyalty360 his insights in CX and other customer loyalty-related items in a riveting interview.What does CX mean to Hilton?An...Read More

For Pamela Barnhill, President and COO of InnSuites Hospitality Trust (IHT) and InnDependent Boutique Collection (IBC) Hotels, customer engagement is the key to everything in the hotel industry.“The customer is the one who signs our paychecks,” Barnhill told Loyalty360. “We...Read More

Michelle Lapierre, Senior Director Customer Experience and Social Media, Marriott Rewards, participated in an interview with Loyalty360 and offered a keen perspective on how the loyalty program leverages social media to drive greater customer engagement.How is Marriott Rewards using social media...Read More

Recently, the Papa John’s pizza chain announced that digital and mobile channels account for more than 50 percent of its total U.S. sales (delivery and carryout), making it the first in the industry to surpass this milestone. This solidifies the Louisville-based pizza giant as the digital...Read More

When Telefonica O2 UK (O2) launched its Priority Moments customer loyalty program two years ago, Mark Stevenson, the company’s Marketing Director of Priority and Sponsorship, was fully cognizant of the stakes involved.“We knew when we launched Priority Moments it was go big or go home...Read More

MAACO desperately needed a makeover when Jose R. Costa became president of the company about 19 months ago. The Charlotte, N.C.-based retailer was “very much a strong player, but very dormant in many aspects.”One of Costa’s key tasks was to transform the brand from the 1970s to...Read More

With so much discussion centered on customer-centricity, customer engagement, and enhancing customer experiences, a hot industry topic related to those noble aspirations is the concept of a Customer LifeCycle program.Connie Hill, President of VeraCentra, believes that a Customer Lifecycle and a...Read More

Transamerica has had a busy year regarding its customer loyalty initiatives.Rich King, Director, Customer Experience, Transamerica – Investments & Retirement Division, participated in a compelling interview with Loyalty360 to discuss these initiatives and goals, customer experience, and...Read More

This is the second part of a fascinating Loyalty360 Q&A with Melissa Studzinski, Vice President, Customer Relationship Management, CVS Pharmacy. Part 1 was posted on June 1.How long has CVS had a loyalty program and how many members are there currently?ExtraCare, CVS Pharmacy’s...Read More

CVS Pharmacy is the second-largest pharmacy chain after Walgreens in the United States with more than 7,600 stores, and is the second largest U.S. pharmacy based on total prescription revenue. Melissa Studzinski, Vice President, Customer Relationship Management, CVS Pharmacy participated in...Read More