Loyalty360 Roundtables

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: Leveraging the Right Engagement Strategies to Keep Customer Coming Back
To have a truly impactful customer loyalty strategy, brands understand that effectively onboarding and continually engaging customers is crucial to success. However, these engagements have to go beyond mass email campaigns, irrelevant offers, and messaging that will cause customers to tune out. And once they’re gone – they might be gone forever.
 
So how can brands get it right from the start to foster long-term loyalty with their biggest fans? When strategy, technology, and data come together, brands can gradually learn more about their customers and preferences with personalized rewards, content, and communications, providing value for everyone.
 
During this Loyalty University session, Tenerity will share best practices and case studies on how marketers can:
 

• Deliver more value for members through personalized offers, content, and discounts
• Increase engagement with relevant rewards to reduce churn
• Evolve from a transaction-based model towards emotional engagement

 
Speakers: Aidan Lundy, Global Head of Connect Account Management and MD UK, and Eileen Peacock, VP Global Strategic Partnerships, Tenerity
 
About Tenerity: Tenerity provides global clients with intelligent engagement solutions that give customers reasons to connect with a brand, attracting them daily with compelling offers, and not just when they are transacting with a product or service. Tenerity’s multi-layered intelligence structures data to inform both content and context to make offers meaningful and effectively personalize at scale. This results in highly curated, individualized marketing offers and immersive customer experiences. Based in Stamford, Conn., Tenerity operates in 18 countries and our 1400 associates work with more than 2000 clients. For more information, visit http://www.tenerity.com.

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
 
This is a meeting follow-up from the discussion on 12/7: Loyalty360 Digital Roundtable: https://brandpanel.loyalty360.org/articles/loyalty360-digital-roundtable-emotional-loyalty-12-07-22 

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 2023
• 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.
 
This is a meeting follow-up from the discussion from February 2022: Loyalty360 Digital Roundtable: https://brandpanel.loyalty360.org/articles/loyalty360-digital-roundtable-innovative-reward-offerings-%e2%80%93-2-8-22

Overview: There is a growing interest in brand-to-brand partnerships as a valuable resource for customer loyalty programs, especially as brands looks to differentiate themselves and bring additional value to their members in unique ways. During this meeting, we will discuss the opportunity for brand partnerships, best practices, challenges, and ways to market these relationships.  
 
Key Discussion Topics: 

• Do brand partnerships have an increased focus within your program?

• Success stories/advice for other brands?

• Managing partnerships and loyalty programs/customer experience

• Promoting and marketing partnerships

• Partnership challenges and opportunities

• Setting up new partnerships/partnership network

• Managing expectations and alignment

 
If there are additional topics you would like us to consider for subsequent meetings on brand partnerships, 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 brand partnerships as part of their customer loyalty efforts.

Overview: During this Digital Roundtable session, participating members will have the opportunity to bring forward their own topics, questions, and discussion trends for the group. Questions can be submitted to Loyalty360 before the session to help build the meeting agenda.
 
Key Discussion Topics Submitted from Brand Members:

• Loyalty program revamps and relaunches
• Best practices for mobile, web, and app experience design
• NFTs/Metaverse/Web3 – how are brands utilizing them and does it make sense for loyalty?
• Additional topics coming soon!

 
**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.
 
** Members should come prepared for an open discussion with other Loyalty360 Brand Members on the topics above. Please feel free to suggest other topics or bring additional questions to the meeting on 3/2.

Overview: Many Loyalty360 members are considering adding, or have implemented, a premium, paid, or subscription offerings/tiers to their customer loyalty efforts. This meeting will allow a discussion of the challenges and opportunities pertaining to premium, subscription, and paid loyalty. 
 
Key Discussion Topics:
 

• Managing an existing loyalty program/strategy with a paid tier or subscription component
• Customer and member research – understanding if premium, paid, and/or subscription is right for your audience
• What members value and look for in paid loyalty programs
• Cost and pricing considerations for the program
• Tools and resources needed to implement a paid loyalty program

 
If there are additional topics you would like us to consider for subsequent meetings on paid or subscription 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 subscription, premium, and or/paid loyalty strategies.

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: Brand heath focuses on the measurement of how well a company delivers on its “brand promise”, inclusive of the product/service it offers and the perceived value and quality to customers. A healthy brand will deliver memorable, consistent, and differentiated customer experiences.
 
During this Digital Roundtable session, we’ll discuss members’ interest in or experience with brand/loyalty program health measurement, tracking, and best practices. 
 
Key Discussion Topics:

• Importance of measuring brand/loyalty program health
• Gathering customer feedback and insights on overall brand and loyalty efforts
• Brand/loyalty health tracking tools and monitoring
• Brand/loyalty health KPIs and metrics
• Uncovering opportunities and understanding what customers value

 
**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.
 
** Members should come prepared for an open discussion with other Loyalty360 Brand Members on the topics above. Please feel free to suggest other topics or bring additional questions to the meeting on 3/22.

Overview: This meeting will focus on all aspects of the employee engagement/loyalty and the larger organizational impact on customer loyalty programs including, training, socialization, access to data sources, ability to participate in the program, and VoE. Employee engagement is an increasing focus for those with effective customer loyalty efforts and this forum will allow members to discuss what is working, what may not be working, and areas of opportunity to maximize employee engagement. 
 
Key Discussion Topics: 
 

• Opportunities to incorporate employee feedback into loyalty strategies (direct employee feedback and feedback from customers)
• Best ways to share feedback on loyalty efforts across all levels of the organization
• Continuing education/training on customer loyalty for front-line employees (frequency, measurement, training methods)
• Suggestions and best practices on how front-line employees can “sell” the program to potential members
• How to manage employee loyalty/engagement programs
• The challenges and opportunities of managing employee turnover

 
If there are additional topics you would like us to consider for subsequent meetings on Employee Engagement, 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 Employee Engagement and Loyalty within their organizations
 
** Link to the previous meeting – Recording and notes can be found in the Brand Panel here: https://brandpanel.loyalty360.org/articles/loyalty360-digital-roundtable-employee-engagement-1-11-23