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12:00PM ET. November 12 2024 | More Information
12:00PM ET. November 6 2024 | More Information
1:30PM ET. October 31 2024 | More Information
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11:45AM ET. May 30 2024 | More Information
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12:00PM ET. February 29 2024 | More Information
1:00PM ET. February 28 2024 | More Information
12:00PM ET. February 23 2024 | More Information
Session Speaker: Neil Norman, Head of Loyalty & CPG Marketing Partnerships for Food Lion: Food Lion's Neil Norman will kick off this Brand Member Roundtable session by sharing insights into Food Lion's successful approach to growing active customers digital engagement. He will highlight the achievements in effectively growing the digital engagement of their MVP Loyalty Program, maximizing additional value for consumers, the Food Lion brand, and their CPG partners. Food Lion managed to increase digital engagement within the MVP Loyalty Program from 5X since 2018, with ongoing efforts to further elevate this figure.
Overview: In this Loyalty360 Brand Member Roundtable discussion, participants are encouraged to share their top three digital engagement strategies. Through this collaborative discussion, brands can gain a deeper understanding from peers in various industries, providing valuable perspectives on approaches that have proven effective elsewhere and might be relevant for their own industry.
>> Click here to watch a Lunch & Learn preview with Food Lion’s Neil Norman, Head of Loyalty & CPG Marketing Partnerships.
Key Discussion Topics:
If there are additional topics you would like us to consider for subsequent meetings, please let Carly ([email protected]) or Mark ([email protected]) know.
12:00PM ET. February 16 2024 | More Information
1:00PM ET. February 9 2024 | More Information
Session Speaker: Michael McDowell, Vice President of Loyalty and Partnerships for Parkland Corporation: Parkland’s Michael McDowell will kick off this Brand Member Roundtable session by sharing insights into Parkland's successful, unique, and continually evolving approach to partnerships and their integration with the brand’s Journie loyalty program. As a Canadian-based fuel retailer, partnerships play a pivotal role in Parkland’s loyalty strategy, particularly given the prevalence of coalition loyalty programs.
Parkland has a successful coalition offering with partners that include CIBC and Air Canada. During this session, Michael will highlight the achievements in the construction and effective management of the Journie loyalty program, with a focus on maximizing value for consumers and partners alike.
Overview: In this Loyalty360 Brand Member Roundtable discussion, participants are encouraged to discuss their approach to partnerships, the challenges, and opportunities they are encountering. Through this collaborative discussion, brands can gain a deeper understanding of the evolving partnership opportunities within the Journie program and from peers in various industries, providing valuable perspectives on approaches that have proven effective elsewhere and might be relevant to their own industry.
12:00PM ET. February 2 2024 | More Information
1:00PM ET. January 23 2024 | More Information
12:00PM ET. January 19 2024 | More Information
Session Speaker: Andrew Sonnichsen, VP, Loyalty, Gift Card, & Customer Insight for Cinemark - Cinemark’s Andrew Sonnichsen will kick off this Brand Member Roundtable session by sharing Cinemark’s approach to customer research and feedback management. This discussion will include recommendations on establishing a VoC process, collecting customer insights, and developing a system to regularly monitor, generate, and implement ideas for improvement.
Overview: In this Loyalty360 Brand Member Roundtable discussion, members are encouraged to share their perspectives on customer research and feedback. This includes experiences with gathering customer/member feedback, conducting research, and evolving VoC processes over time.
12:00PM ET. January 10 2024 | More Information
1:00PM ET. December 19 2023 | More Information
12:00PM ET. December 5 2023 | More Information
About Loyalty University:
Loyalty University sessions feature supplier/member-led (virtual) workshops for brand members. As brands have shared a desire for continuing education opportunities, Loyalty University sessions 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: Loyalty360 Loyalty University Session: Using Gamification to Amplify Loyalty Programs and Strategies
Description: In today's competitive market, it’s important, now more than ever, to provide the right value exchange, and compelling reasons to engage, reengage, and drive loyalty beyond only transactions. Gamification, the application of game-like mechanics to non-game environments, has emerged as a powerful tool to increase customer engagement, gather valuable data, and foster emotional connections.
Join Aaron Lobliner, Chief Client Officer with CataBoom, as he shares insights, data, and real examples from his 20 years of promotional and loyalty experience and learn how to effectively implement gamification into your loyalty program strategies. Plus, experience the fun and engaging nature of gamification firsthand as you play some games and have a chance to win during the session!
Key Takeaways:
12:00PM ET. November 20 2023 | More Information
12:00PM ET. November 16 2023 | More Information
11:00AM ET. November 9 2023 | More Information
12:00PM ET. November 7 2023 | More Information
12:00PM ET. November 3 2023 | More Information
11:00AM ET. October 27 2023 | More Information
11:00AM ET. October 25 2023 | More Information
2:00PM ET. October 19 2023 | More Information
12:00PM ET. October 12 2023 | More Information
11:00AM ET. October 12 2023 | More Information
1:00PM ET. October 2 2023 | More Information
4:30PM ET. September 28 2023 | More Information
1:00PM ET. September 26 2023 | More Information
11:00AM ET. September 15 2023 | More Information
1:00PM ET. September 7 2023 | More Information
11:00AM ET. August 31 2023 | More Information
1:00PM ET. August 29 2023 | More Information
11:00AM ET. August 25 2023 | More Information
1:00PM ET. August 22 2023 | More Information
11:00AM ET. August 17 2023 | More Information
1:00PM ET. August 8 2023 | More Information
1:00PM ET. August 3 2023 | More Information
1:00PM ET. August 1 2023 | More Information
11:00AM ET. July 27 2023 | More Information
11:00AM ET. July 25 2023 | More Information
1:00PM ET. July 20 2023 | More Information
1:00PM ET. July 18 2023 | More Information
11:00AM ET. July 14 2023 | More Information
11:00AM ET. July 13 2023 | More Information
1:00PM ET. July 11 2023 | More Information
1:00PM ET. June 27 2023 | More Information
11:00AM ET. June 23 2023 | More Information
11:00AM ET. June 22 2023 | More Information
1:00PM ET. June 20 2023 | More Information
11:00AM ET. June 15 2023 | More Information
1:00PM ET. June 13 2023 | More Information
11:00AM ET. June 9 2023 | More Information
11:00AM ET. June 7 2023 | More Information
11:00AM ET. May 31 2023 | More Information
11:00AM ET. May 25 2023 | More Information
1:00PM ET. May 18 2023 | More Information
1:00PM ET. April 27 2023 | More Information
1:00PM ET. April 25 2023 | More Information
1:00PM ET. April 20 2023 | More Information
1:00PM ET. April 12 2023 | More Information
1:00PM ET. April 11 2023 | More Information
11:00AM ET. April 5 2023 | More Information
1:00PM ET. March 23 2023 | More Information
1:00PM ET. March 22 2023 | More Information
1:00PM ET. March 15 2023 | More Information
1:00PM ET. March 8 2023 | More Information
11:00AM ET. March 2 2023 | More Information
1:00PM ET. February 28 2023 | More Information
1:00PM ET. February 23 2023 | More Information
1:00PM ET. February 16 2023 | More Information
1:00PM ET. February 9 2023 | More Information
11:00AM ET. February 7 2023 | More Information
2:00PM ET. February 2 2023 | More Information
1:00PM ET. January 31 2023 | More Information
11:30AM ET. January 27 2023 | More Information
1:00PM ET. January 19 2023 | More Information
1:00PM ET. January 11 2023 | More Information
12:00PM ET. January 10 2023 | More Information
1:00PM ET. December 12 2022 | More Information
12:30PM ET. December 9 2022 | More Information
Since it launched in 2007, the Scene+ program has been radically transformed… from a movies-focused program to an entertainment program to a lifestyle-focused customer engagement platform. Scene+ has members in more than 50% of Canadian households and is growing fast. Originally a partnership between Cineplex and Scotiabank, Scene+ has welcomed Empire as a third co-owner and now includes a wide range of program benefits and partners. Scene+’s transformation was preceded by a conscious change in thinking about the program’s brand, vision, structure, and potential. And as it has evolved, Scene+ is changing the loyalty landscape in Canada for members, owners, and partners. During this lunch and learn, Matthew Seagrim, SVP for Scene+, will reflect on 4 fundamental elements that created the momentum necessary to successfully transform. Key Takeaways:
2:00PM ET. December 7 2022 | More Information
2:00PM ET. December 6 2022 | More Information
1:00PM ET. November 9 2022 | More Information
At a high level, 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.
Topics will Include:
11:00AM ET. November 3 2022 | More Information
Date: November 3 @ 11am ET Loyalty360 Brand Member Roundtable – Co-Brand/Private Label Credit Card
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 currently have offerings from banks / issuer, and for those who do they are looking for a manner to create more engagement, enhance the offering and integrate into their customer loyalty efforts. This B-Monthly meeting will serve as a forum for Loyalty360 members to discuss challenges and opportunities pertaining to PLCC and Co-Brand credit cards. Topics will include:
2:00PM ET. October 4 2022 | More Information
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 thru measurable cadence management, listening and response process, all while being to do it at scale with limited resources and potential challenged around technology integration. Topics Include:
1:00PM ET. September 14 2022 | More Information
Topics Include:
11:00AM ET. September 1 2022 | More Information
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 currently have offerings from banks/issuer, and for those who do they are looking for a manner to create more engagement, enhance the offering and integrate into their customer loyalty efforts.
2:00PM ET. August 2 2022 | More Information
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 thru measurable cadence management, listening and response process, all while being to do it at scale with limited resources and potential challenged around technology integration.
Topics to include:
1:00PM ET. July 21 2022 | More Information
Loyalty360 Brand Member Roundtable – Customer Loyalty Fraud and Gaming A discussion regarding what members are seeing pertaining to fraud and gaming in their customer loyalty programs. Individuals who are running customer loyalty programs are seeing increased manners and frequency of loyalty program fraud and internal/external gaming. This will discuss the challenges, opportunities and need for standard operating procedures, internal and external training, manners by which to limit brand impact, and the need for more insight from technology provider who power customer loyalty program/strategies. This meeting will serve as secure and open forum to discuss these impacts.
Topics Include: •Instances of fraud/program gaming associated within your program? •Employee access to loyalty program benefits and reporting •Concerns with employee/internal fraud and gaming? •How should we as an industry be discussing fraud/gaming (payment/transaction fraud, other areas of concern?) •Internal processes/checks and balances such as training, SOPs and other internal processes to identify or limit fraud? What is working or not working? •What technologies or process are you using to identify fraud? What is working or not working? •What types of fraud (attack vectors, CSA’s, targeted takeovers, spam/fake reviews, targeted attacks) are you seeing?
1:00PM ET. July 13 2022 | More Information
At a high level, 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. Topics Include: •Engaging employees – changes during 2022 •Formal Employee Training and Program Socialization/Updates •Employee participation in loyalty programs/VoE processes •Data access and management •Employee-Focus and CSR •Measuring Employee Engagement •Changes in Focus/Training Based of Customer Expectations
1:00PM ET. June 7 2022 | More Information
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 thru measurable cadence management, listening and response process, all while being to do it at scale with limited resources and potential challenged around technology integration. Topics Include: •Ability to offer unique communications, rewards, offers based on members’ interests •Personalization Technologies •The challenge/opportunity to leverage preference centers •Interest in device-level personalization and single sign-on •Understanding and balancing privacy •An interest in emotional loyalty •The challenge of how much to communicate to customers •Need for the right technology that works with current technology stacks
1:00PM ET. June 1 2022 | More Information
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. Topics Include: •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.
1:00PM ET. May 19 2022 | More Information
A discussion regarding what members are seeing pertaining to fraud and gaming in their customer loyalty programs. Individuals who are running customer loyalty programs are seeing increased manners and frequency of loyalty program fraud and internal/external gaming. This will discuss the challenges, opportunities and need for standard operating procedures, internal and external training, manners by which to limit brand impact, and the need for more insight from technology provider who power customer loyalty program/strategies. This meeting will serve as secure and open forum to discuss these impacts.
Topics Include: •Updates from members on last meeting regarding instances of fraud •New participants - Instances of fraud and gaming with loyalty programs @ your brand? •What types of fraud have you seen/what are you focusing on? •How are brands measuring the impacts of loyalty fraud/program gaming? What metrics does your brand consider? •Current support from customer loyalty providers regarding fraud (tech and strategy)? •Suggestions for fraud-focused technologies/platforms? •Employee involvement in the loyalty program – how to encourage participation but limit internal abuse
1:00PM ET. May 11 2022 | More Information
Topics Include: •Formal Employee Training and Program Socialization/Updates •Employee participation in loyalty programs/VoE processes •Data access and management •Employee-Focus and CSR •Measuring Employee Engagement •Changes in Focus/Training Based of Customer Expectations
1:00PM ET. March 22 2022 | More Information
Meeting for members of Loyatly360 to discuss the need for a set of standard customer loyalty financial and performance metrics. There is interest in forming a working group thru which to discuss how to work toward industry focused metrics for better measurement and benchmarking. Brands who have an additional interest are welcome. Topics Include: •Pricing changes witnessed during covid? •Metrics Being Used: •Calculating program cost(s) and cost allocation? •Metrics used in determining program ROI •Program reporting/sharing metrics •Program Expenses •External provider cost structures
1:00PM ET. March 10 2022 | More Information
This meeting will serve as a forum for those in the industry to discuss which technologies they are using to manage their personalization strategies, how they sold in the need to new / updated personalization platforms
1:00PM ET. March 3 2022 | More Information
At a high level, this meeting will focus on the broader discussion around the various (and growing) state and international privacy regulations and their impact on customer loyalty, customer experience and incentive/reward programs. Several members of Loyalty360 have asked to have this meeting due to the recent California DOJ notices of alleged non-compliance.
Topics Include: •How have CCPA/GDPR impacted your customer loyalty program/strategy? •Non-Compliance Notices (January) – reaction and approach? •Addressing new loyalty enrollment terms and conditions •Other approaches for addressing CCPA/GDPR requirements? •Other legislation reactions/protocols
1:00PM ET. February 24 2022 | More Information
B2B customer loyalty programs are growing impact and interest, as is 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/Channel Programs and to allow others to learn and share in the discussion. Topics Include: ·Current or planned B2B programs – program structure/membership overview ·B2B vs. B2C programs ·B2B program challenges and opportunities ·Partnerships in B2B programs ·Driving awareness and engaging members
1:00PM ET. February 23 2022 | More Information
This meeting will focus on how brands, members of Loyalty360, are looking at the fluid state of privacy regulations (domestic and international) and how they are managing internal and external stakeholders. What are the opportunities and challenges with their approach, and what are other brands seeing in regard to their approach in an effort to exchange best practices which allows others to learn/share in the discussion. Topics Include: •How have CCPA/GDPR impacted your customer loyalty program/strategy? •Non-Compliance Notices (January) – reaction and approach? •Addressing new loyalty enrollment terms and conditions •Other approaches for addressing CCPA/GDPR requirements? •Other legislation reactions/protocols
1:00PM ET. February 17 2022 | More Information
1:00PM ET. February 10 2022 | More Information
There is a growing interest in emotional loyalty. This digital roundtable will discuss the challenge and opportunities pertaining to emotional loyalty from the perspective of the members of Loyalty360. It was one of the three areas of focus of the 2021 Loyalty Expo. This meeting will serve as a forum for those in the industry to discuss challenges and opportunities pertaining to emotional loyalty, to allow others to learn/share in the discussion. Those who were at the Loyalty Expo should have an early foundation. •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.
1:00PM ET. February 9 2022 | More Information
This meeting will focus on how brands, members of Loyalty360, are looking at the fluid state of privacy regulations (domestic and international) and how they are managing internal and external stakeholders. What are the opportunities and challenges with their approach, and what are other brands seeing in regard to their approach in an effort to exchange best practices which allows others to learn/share in the discussion.
Topics Include: •How has CCPA/GDPR impacted your customer loyalty program/strategy? •Non-Compliance notice sent January 28 – reaction and approach? •Addressing new loyalty enrollment terms and conditions •Other approaches for addressing CCPA/GDPR requirements? •Other legislation reactions/protocols
1:00PM ET. February 3 2022 | More Information
Topics Include: •Engaging employees – changes during COVID •Formal Employee Training and Program Socialization/Updates •Employee participation in loyalty programs/VoE processes •Data access and management •Employee-Focus and CSR •Measuring Employee Engagement •Changes in Focus/Training Based of Customer Expectations
1:00PM ET. February 1 2022 | More Information
1:00PM ET. January 27 2022 | More Information
A discussion regarding what members are seeing pertaining to fraud and gaming in their customer loyalty programs. Individuals who are running customer loyalty programs are seeing increased manners and frequency of loyalty program fraud and internal/external gaming. This will discuss the challenges, opportunities and need for standard operating procedures, internal and external training, manners by which to limit brand impact, and the need for more insight from technology provider who power customer loyalty program/strategies. This meeting will serve as secure and open forum to discuss these impacts. Topics Include: •Updates from members on last meeting regarding Instances of fraud. •New participants - Instances of fraud and gaming with loyalty programs @ your brand? •How to discuss fraud and how to measure/what metrics to consider? How are brands measuring the impacts? •Current support from customer loyalty providers regarding fraud? •Suggestions for fraud-focused technologies/platforms? •Employee involvement in the loyalty program – how to encourage participation but limit internal abuse. •What types of fraud have you seen/what are you focusing on?
2:00PM ET. December 21 2021 | More Information
2:00PM ET. December 14 2021 | More Information
2:00PM ET. December 9 2021 | More Information
2:00PM ET. November 23 2021 | More Information
2:00PM ET. October 19 2021 | More Information
2:00PM ET. October 12 2021 | More Information
2:00PM ET. October 7 2021 | More Information
10:00AM ET. October 5 2021 | More Information
2:00PM ET. September 23 2021 | More Information
10:00AM ET. September 16 2021 | More Information
1:00PM ET. September 9 2021 | More Information
10:00AM ET. August 31 2021 | More Information
1:00PM ET. August 26 2021 | More Information
2:00PM ET. August 12 2021 | More Information
2:00PM ET. August 5 2021 | More Information
1:00PM ET. August 3 2021 | More Information
10:00AM ET. July 26 2021 | More Information
1:00PM ET. July 22 2021 | More Information
2:00PM ET. July 16 2021 | More Information
2:00PM ET. July 15 2021 | More Information
11:00AM ET. April 14 2021 | More Information