Loyalty360 Member-Only Meetings

Join us for an interactive Lunch & Learn session that delves into effective strategies for retaining and engaging your best customers, transforming them into passionate brand advocates. Led by Karen Szarvas, Sr. Director of CRM and Loyalty at The Vitamin Shoppe, this session will spotlight engagement opportunities for top-tier loyalty members, focusing on the development of impactful VIP campaigns and exclusive rewards.
Additionally, we will also discuss how to incorporate brand advocates into your broader loyalty and marketing efforts—through brand communities, in-person events, social channels, and content—fostering stronger emotional connections and deeper loyalty.

• How to retain and engage your best customers, turning them into brand advocates
• VIP campaigns and exclusive offers tailored for your highest-value loyalty members
• Segmenting members within your top tier – targeting the “best of the best” within your loyalty program
• Strategies for incorporating brand advocates into social media, brand communities, and event

With U.S. consumers juggling 14-18 loyalty programs, standing out has never been more difficult. To thrive in today’s competitive landscape, brands must evolve alongside their customers’ growing and changing expectations. But when is the right time to shake things up, and how can you ensure your program delivers next-level value?
 
In this interactive session, Cassie Preston, Director of Client Services at Baesman Group, will share proven strategies to help you assess your program’s performance and identify where evolution is essential. From refining your program’s value proposition to crafting personalized benefits and nailing your communication strategy, you’ll walk away with the insights to start evaluating your loyalty program to ensure it grabs attention and drives results for your brand.
 
This isn’t just about small tweaks—it’s about rethinking loyalty to stay relevant, deliver what your customers want, and ensure your program remains a standout. You’ll also learn best practices to implement these changes smoothly, avoiding hiccups while strengthening your brand’s connection with its most loyal members.
 
Key Takeaways:

• Pinpoint the key data and metrics that signal it’s time for a refresh.
• Discover where your program is winning—and where it’s falling short.
• Design loyalty solutions that resonate with evolving customer needs.
• Build a communication plan that excites and engages your members.
• Create a compelling business case that secures buy-in from stakeholders.
• Seamlessly implement your updates with confidence and ease.
• Identify metrics to keep a close eye on to inform your ever-evolving strategy.

 
Change doesn’t have to be daunting—it’s your opportunity to lead. Join us for this must-attend webinar and leave with a roadmap to loyalty success that keeps your brand top of mind and ahead of the curve!

Overview: Brand health 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. 
 
** Members should come prepared to discuss best practices, approaches, and opportunities related to brand/customer loyalty program health, along with the discussion topics below **
 
Key Discussion Topics:

• Importance of measuring brand/loyalty program health
• Gathering customer feedback and insights on overall brand and loyalty efforts
  • Survey techniques, tools, and questions asked
• Brand/loyalty health tracking tools and monitoring
  • Brand/loyalty health KPIs and metrics
• Loyalty versus convenience – are customers truly loyal to your brand?

 
**If there are additional topics or questions you would like us to consider for this or subsequent meetings, please let Carly ([email protected]) or Mark ([email protected]) know.

As customer behaviors and preferences continue to shift, particularly among younger generations, brands face the ongoing challenge of adapting their engagement strategies to stay relevant. In this Loyalty360 Lunch & Learn session, the Market 32 and Price Chopper team will share insights from their research and experiences on how their customer base has evolved over the past five years, as well as opportunities for future engagement.
 
Loyalty360 Brand Members are encouraged to share their perspectives on the evolving consumer landscape and ideas for engaging younger customers while adapting to changing preferences.
 
Discussion topics will include:

• Changing customer behaviors and perceptions including differing expectations for customer service across age groups
• Simplifying the shopping experience while addressing the complexity of promotional offers and loyalty programs
• Delivering value tailored to each segment of your customer base
• Strategies for acquiring younger customers and integrating them into the loyalty ecosystem
• Building emotional connections and brand affinity that go beyond price and convenience

About Loyalty University: 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: Decoding AI: How Does AI Actually Work? A Behind-the-Scenes Guide Beyond the Jargon   

 

Description: Join us in this Loyalty University session where Capillary’s Rohan Mahadar and Jim Sturm dive into how AI technologies—Machine Learning (ML), Generative AI, LLM and Predictive Analytics—actually function beyond the buzzwords. Gain a clear understanding of the building blocks that make these technologies work, including data processing, model training, and the unique algorithms that are reshaping the loyalty industry and driving innovative solutions.

 

Learn what’s possible (and what isn’t) with AI in loyalty, and explore how generative AI and predictive analytics can enhance customer experiences, optimize loyalty programs, and deepen brand connections. We’ll also cover Large Language Models (LLMs), explaining how they drive personalized, conversational interactions and create new opportunities for engagement within loyalty ecosystems.

Overview: This meeting will focus on members’ experiences, concerns, and impacts of fraud within customer loyalty programs. Individuals who are running customer loyalty programs see increased manners and frequency of loyalty program fraud and internal/external gaming. During this meeting, members can share their insights, challenges, and opportunities for standard operating procedures, internal and external training, manners by which to limit impacts of fraud, and current or potential fraud prevention technology partners.
** Members should come prepared to discuss their opportunities and challenges regarding customer loyalty fraud.
 
Key Discussion Topics: 

• What types of fraud (targeted attacks, fraudulent receipt uploads, etc.) are you seeing?
• Instances of fraud/program gaming associated within your program?
• How are brands preventing or monitoring certain types of fraud (Order returns (earn/burn/return), account takeovers, etc.)?
• Employee Fraud – what are brands seeing? Are there new efforts to address employee fraud/gaming?
• How should we as an industry be discussing fraud/gaming (payment/transaction fraud, other areas of concern)?

 
If there are additional topics you would like us to consider for subsequent meetings on Customer Loyalty Fraud/Gaming, please let Carly ([email protected]) or Mark ([email protected]) know.
 

Overview: Personalization, segmentation, and cadence management play a crucial role in customer loyalty programs. As one-to-one relationships become increasingly vital for loyalty success, understanding the technologies, processes, and best practices related to personalization is paramount. In this Roundtable discussion, Loyalty360 Brand Members are invited to share their experiences of incorporating personalized experiences, communications, rewards, and more into their loyalty strategies. Additionally, the meeting will focus on best practices and insights regarding the launch and enhancement of brand-level or loyalty-specific preference centers.
 
** Members should come prepared to talk about what they are seeing/how they are approaching personalization within their organizations, including the discussion topics below:
Key Discussion Topics:

• Personalization Technologies: Members' usage and considerations of platforms related to personalization, including AI/Machine Learning, personalized video, personalized rewards, experiences, offer management, and personalized content/communication.
• Preference Center Management: Brands that have implemented preference centers will discuss what's working well, areas for improvement, and desired changes.
• Integration Challenges and Opportunities: Exploration of internal or external IT constraints that impact the integration of personalization technologies and strategies.
• Measurement: Evaluation of the cost, profitability, and return on investment (ROI).

If there are additional topics you would like us to consider for subsequent meetings on personalization and preference centers, please let Carly ([email protected]) or Mark ([email protected]) know.