Loyalty360 Roundtables

Overview: There is a growing interest in B2B customer loyalty programs and strategies, as are the number of members of Loyalty360 who are administering them. This meeting will serve as a forum for those in the industry to discuss challenges and opportunities unique to B2B customer loyalty, allowing others to learn and share in the discussion.
 
Key Discussion Topics: 

• Current or planned B2B programs – program structure and overview
• B2B vs. B2C programs – challenges and opportunities
• B2B program partnerships
• Driving awareness and engaging members

 
If there are additional topics you would like us to consider for subsequent meetings on B2B 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 B2B customer loyalty within their organizations.

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.

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.

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.