Loyalty360 Roundtables

Overview: Recap of key trends and discussion points from the 2023 Loyalty360 Loyalty Expo. Brand members that attended the conference are invited to bring feedback on sessions, networking events, etc. All members are welcome to bring ideas and suggestions for future conferences, sessions, speakers, and events.
 
Key Discussion Topics: 

• Trends mentioned during the conference and how brands are adapting:
  • Emotional Loyalty
  • Non-Transactional Loyalty Strategies
  • Leveraging Loyalty During Uncertain Times
  • Personalization
  • Emerging Technologies

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

About Loyalty University:
Loyalty University features supplier member-led (virtual) workshops for brand members. As brands have shared a desire for continuing education opportunities, Loyalty University sessions will focus on customer loyalty trends and best practices, while allowing brand members to interact with presenters and other brands during a live presentation.
 
Session Title: The State of Web 3.0 and Customer Loyalty
 
Much has changed over the past two years regarding Web 3.0. This session will give marketers running customer loyalty programs an overview of Web 3.0 in customer loyalty, what has changed, what is working, and where the industry may be going. Chris Miller, Chief Revenue Officer at Flaunt will lead the discussion. Chris will define Web 3.0, share insights from leading brand applications to date, and discuss how loyalty marketers can leverage these new technologies.

Key Takeaways: 

• How Web 3.0 has changed over the past several years
• What Web 3.0 technologies are more relevant and of interest to brand marketers today
• Potential opportunities for marketers and customer loyalty strategies
• How to consider ROI/potential return on technology investments 
• KPIs and metrics - how to measure success

 
Speaker: Chris Miller, Chief Revenue Officer at Flaunt
 
About Flaunt: Flaunt is an enterprise loyalty management platform that helps brands enhance their loyalty experiences using web3 technology. With software & services, Flaunt is enabling companies like Wow Bao, Scotch & Soda, and Almost Friday Media to manage, integrate, and measure web3 loyalty programs featuring new technologies (e.g. blockchain, NFTs, and virtual currencies) and strategies to engage modern consumers (e.g. multiplayer gamification, co-creation with a community, tradable brand collectibles).

Overview: Personalization, Segmentation and Cadence Management are important considerations for customer loyalty programs. Effective Customer Loyalty Programs are predicated on effective personalization strategies that create an effective engagement paradigm for the program early and adapt throughout the lifecycle of the customer and program thru promotional campaigns, operative data driven segmentation and appropriate engagement through measurable cadence management, listening and response process, all while being to do it at scale with limited resources and potential challenged around technology integration.
 
Key Discussion Topics: 

• Personalization Technologies - Platforms members are using or considering
  • AI/Machine Learning
  • Personalized Video
  • Personalized Rewards, Experiences, and Offer Management
  • Personalized Content/Communication
• How brands are looking at segmentation to drive personalization
• Integration challenges or opportunities (Internal or External IT constraints)
• Measurement: Cost/Profitability/ROI

 
 
If there are additional topics you would like us to consider for subsequent meetings on personalization, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching personalization within their organizations

Overview: There is a growing interest in emotional loyalty and how brands can build successful customer loyalty/engagement efforts to build emotional connections with members. This meeting will serve as a forum for Loyalty360 members to discuss challenges and opportunities pertaining to emotional loyalty, understand how others define emotional loyalty, and approaches to creating and sustaining emotional connections with customers. 
 
Key Discussion Topics: 

• Challenges of Emotional Loyalty
• Defining Emotional Loyalty
• Measurement and Data Points
• Defined or Understood Stages of Emotional Loyalty
• Traits of Brands w/ Large Amounts of Emotional Loyalists
• Driving Emotional Loyalty in an era of increased Privacy and customer expectations.

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching emotional loyalty within their organizations

Overview: This Loyalty360 Brand Member Roundtable will cover commonly used customer loyalty metrics and KPIs by brands, valuable insights on metrics, and challenges in measuring customer loyalty effectively. Brand members are invited to share experiences, commonly used metrics within their own organizations, and discuss strategies for improving customer loyalty measurement.
 
Key Discussion Topics: 

• Examples of commonly used customer loyalty metrics and KPIs by brands
• Insights on metrics brands find valuable
• Specific questions or challenges that brands are facing in measuring customer loyalty effectively
• Metrics or KPIs that could provide deeper insights – what would you like to measure?
• Tracking behavioral and emotional metrics – how are brands defining and measuring emotional loyalty?

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching customer loyalty metrics and KPIs within their organizations

Overview: At a high level, this meeting will focus on new and innovative technologies brands have launched or are looking to add to their customer loyalty strategies. Meeting topics will cover how Loyalty360 members are looking at emerging/innovative technologies focused on data management, experiences, personalization, digital currency, cryptocurrency, NFTs, etc. to differentiate their loyalty programs/strategies.  
 
Key Discussion Topics: 
 

• Types of new and emerging technologies brands would like to know more about
• Planned technology enhancements for the remainder of 2023/into 2024
• New technologies launched/introduced over the last 12 months
• Challenges and opportunities with new technologies
• What are program members asking for?

 
If there are additional topics you would like us to consider for subsequent meetings on new and emerging technologies, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching new and emerging technologies that can support or enhance their customer loyalty efforts.

About Loyalty University:
Loyalty University features supplier member-led (virtual) workshops for brand members. As brands have shared a desire for continuing education opportunities, Loyalty University sessions will focus on customer loyalty trends and best practices, while allowing brand members to interact with presenters and other brands during a live presentation.
 
Session Title: Building Emotional Loyalty with Personalized Video
With the increasing sophistication of customer relationship management and data-driven personalization, the modern consumer now has lofty expectations when it comes to the brands they support, expecting them to truly understand their unique needs, interests, and preferences. While investments in CRM and personalization continue to trend at all-time highs, the same can be said for brand investments in video. Video's innate ability to capture attention, convey emotion, and deliver storytelling in a way that other mediums cannot has made it a must-have in any brand's toolbox.
 
Previously a one-size-fits-all medium, video has evolved to be a dynamic experience that provides a custom-tailored, VIP experience to each and every viewer. During this Loyalty University session, Jamie Jarboe of Idomoo will introduce personalized video and provide examples of how brands can leverage the technology throughout the customer lifecycle to build emotional loyalty and ensure customer retention.
 
Key Takeaways:

• Overview of personalized video — what does it mean and what’s working?
• Incorporating video into your brand’s personalization and customer engagement strategy – where can brands start?
• Success stories and case study examples of brands leveraging personalized videos to drive customer loyalty and emotional connections with loyalty members.

Speaker: Jamie Jarboe, VP of Sales and Strategic Accounts, Idomoo
 
About Idomoo: Idomoo blends data with video to let you connect with customers in a way that’s personal and relevant. Personalized Video cuts support call volume, improves cross-selling and builds loyalty. Add advanced interactivity — even letting users customize their video in real time — to take your CX to the next level. Idomoo’s secure, fully open Next Generation Video Platform with built-in automation tools makes it easy, so you can launch campaigns quickly on your own or let us handle the details. This 1:1 digital communication is proven effective, supporting a wide range of industries, from financial services and healthcare to gaming, travel and beyond.

Overview: There is a growing interest in how to use co-brand and Private Label Credit Cards (PLCC) most effectively within customer experience and customer loyalty efforts. Many brands would like to understand how to create more engagement, enhance their offerings, and integrate credit card benefits/rewards into their customer loyalty efforts.
 
Key Discussion Topics:

• Successful cardholder promotion structures and rewards
• Where are brands seeing success with deepening card member penetration?
• Other benefits - If members can use outside the store, what are the benefits?
• Credit Card behavior and trends with members
• Marketing and promoting credit card benefits

 
If there are additional topics you would like us to consider for subsequent meetings on credit card programs/rewards and customer loyalty, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching challenges and opportunities pertaining to PLCC and Co-Brand credit cards.

Overview: This Loyalty360 Brand Member Roundtable will focus on a “half year in review,” with members sharing success stories, updates on program/strategy enhancements, and plans for the remainder of 2023, including new campaigns, reward offerings, partnerships, and more.
 
Key Discussion Topics:

• Program/strategies updates implemented in 2023
• Navigating economic uncertainty – brand success with promotions, campaigns, rewards, etc.?
• Future program and strategy plans – remainder of 2023 into 2024
• Interest in new technology, agencies, and partnerships?
• Measuring and defining success for the remainder of 2023

 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: This Loyalty360 Brand Member Roundtable will focus on how brands are planning for and navigating "next generation" customer engagement strategies. As customer expectations and preferences continue to evolve, brands must adapt their loyalty strategies accordingly. The discussion will revolve around identifying the next "big thing" that brands are prioritizing to keep their members engaged.
 
Key Discussion Topics:
 

• Managing changing customer preferences and expectations
• Gathering customer feedback and conducting customer research to understand what loyalty members are asking for
• How are brands navigating digital transformations and what strategies are proving successful?
• Exploring the "wish list" and roadmap for customer engagement tools and capabilities
• Identifying new technologies and platform changes that interest brands in enhancing customer engagement

**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: This Loyalty360 Brand Member Roundtable will center around mobile and app best practices in the context of customer loyalty programs. With a focus on enhancing overall customer experience and navigating digital transformations, the discussion will emphasize the importance of seamless design and intuitive user experiences. Loyalty360 members are encouraged to share their insights, share experiences/challenges, and discuss lessons learned regarding mobile, digital, and app-related customer loyalty initiatives.
 
Key Discussion Topics:
 

• Experiences with launching or revamping a mobile or app-based experience to complement a loyalty program or strategy
• Navigating digital transformation and focusing on overall customer experience
• User-experience best practices – what is working for brands? What’s not working?
• Educating members on a mobile or app-based experience – what are ways to get members more engaged digitally?

**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: This Loyalty360 Brand Member Roundtable will focus on how brands are planning for and navigating "next generation" customer engagement strategies. As customer expectations and preferences continue to evolve, brands must adapt their loyalty strategies accordingly. The discussion will revolve around identifying the next "big thing" that brands are prioritizing to keep their members engaged.
 
Key Discussion Topics:
 

• Managing changing customer preferences and expectations
• Gathering customer feedback and conducting customer research to understand what loyalty members are asking for
• How are brands navigating digital transformations and what strategies are proving successful?
• Exploring the "wish list" and roadmap for customer engagement tools and capabilities
• Identifying new technologies and platform changes that interest brands in enhancing customer engagement

**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.

Overview: The state of the economy and its potential to impact a brand’s customer experience and customer loyalty efforts is a growing topic of conversation for brand members. Loyalty360 is hearing from brands who feel their sales will remain strong, some with sales forecasts that look challenged, and many holding the status quo. This meeting will allow brands to discuss what they see within their organization, their industry, what they forecast for the remainder of 2023/into 2024, and how they plan to adapt, primarily via their customer loyalty program.
 
Key Discussion Topics: 

• How are individual brands looking at the economy?
  • How are sales forecasts looking within the organization?
  • Concern for inflation rising, staying the same, or decreasing?
• Changes in customer behavior?
  • Purchase behavior (different product purchase or frequency)
• How can customer loyalty programs (currency, rewards, content) impact behavior? 
  • Programs or promotions that are working to impact or influence behavior.
• Interest in new reward opportunities
  • Personalized rewards, experiences, content, or offers?
• Promotional opportunities afforded by the current economy and future projections.
  • What is working?
• How does the current economic state impact the customer loyalty program?
• How does the current micro/macro environment impact employee engagement, staffing levels, and hiring for the customer loyalty team?
• Impacts on program measurement/performance.

 
If there are additional topics you would like us to consider for subsequent meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching economic uncertainty and impacts on or opportunity for customer loyalty strategies.