Loyalty360 Podcast artwork

Loyalty360 Podcast

248 episodes - English - Latest episode: over 1 year ago - ★★★★ - 3 ratings

Loyalty360 is the association for customer loyalty. We bring together the best loyalty-focused professionals from technology and service suppliers and brands under one roof. Through Loyalty360, these professionals find invaluable resources, networking opportunities and guidance provided by internal thought leaders and brands/suppliers on the cutting edge of customer loyalty.

Management Business Marketing customer loyalty loyalty programs customer experience rewards program voc marketing trends brand loyalty channel loyalty analytics personalization
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Episodes

Shell Celebrates a Decade of Loyalty Rewards

August 19, 2022 12:00 - 19 minutes - 13.5 MB

Chris Suess is the Head of Loyalty and CRM at Shell Oil Products US, a subsidiary of Shell plc, the latter of which is a leading multinational energy company with operations in 70 countries with over 13,000 employees in the U.S. alone. Loyalty360 CEO Mark Johnson met with Chris Suess to discuss the 10-year anniversary of the brand’s Fuel Rewards loyalty program, the program’s other brand participants, and the company’s overall customer loyalty strategies.

Loyalty360 Loyalty Live | Natasha Janic, Salesforce

August 17, 2022 18:00 - 15 minutes - 10.5 MB

Loyalty360's Mark Johnson interviews Natasha Janic, Salesforce, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Wings and Rings Flies Toward Future Growth with AI Integration

August 05, 2022 12:00 - 13 minutes - 9.66 MB

Bob Bafundo is the COO of Wings and Rings, a Cincinnati-based sports restaurant with locations across the U.S. and internationally. With the recent expansion and more growth in store, the restaurant recently began to test robotics to assist with the workload. Loyalty360 CEO Mark Johnson spoke with Bob Bafundo, COO of Wings and Rings, to discuss the recent integration of AI and machine learning in their kitchens, as well as the company’s overall views on customer loyalty.

Loyalty360 Loyalty Live | Zyed Jamoussi and Ken Kaufmann, Unite Nots

August 02, 2022 18:00 - 21 minutes - 15.3 MB

Loyalty360's Mark Johnson interviews Zyed Jamoussi and Ken Kaufmann, Unite Nots, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360 Loyalty Live | Nancy Gordon, Bakkt

July 19, 2022 18:00 - 24 minutes - 16.9 MB

Loyalty360's Mark Johnson interviews Nancy Gordon, Bakkt, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Customers Respond Quickly to Sally Beauty DoorDash Partnership

July 15, 2022 12:00 - 24 minutes - 17.1 MB

Gabriel Trujillo is Vice President of Customer Marketing at Sally Beauty Holdings, an international specialty retailer of professional salon products and beauty supplies, with almost 5000 locations throughout the United States, Canada, Latin America and Europe. Loyalty360 CEO Mark Johnson met with Trujillo to discuss the brand's B2B and B2C Sally Rewards program and how changes in the customer landscape have impacted brand loyalty.

Loyalty360 Loyalty Live | Matt Kates, Clarus Commerce

July 12, 2022 18:00 - 28 minutes - 20 MB

Loyalty360's Mark Johnson interviews Matt Kates, Clarus Commerce, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Global Hotel Alliance Finds Strength in Numbers

July 01, 2022 13:00 - 20 minutes - 14.7 MB

Kristi Gole is Vice President and Head of Product at Global Health Alliance, a worldwide hospitality alliance comprised of 800 upscale and luxury hotels among 40 independent hotel brands in over 100 countries. Loyalty360 met with Kristi Gole to discuss the brand's comprehensive GHA Discovery rewards program and how changes in the hospitality landscape have impacted brand loyalty.

Loyalty360 Loyalty Live | Rachel Bicking, Tenerity

June 28, 2022 18:00 - 20 minutes - 14 MB

Loyalty360's Mark Johnson interviews Rachel Bicking, Tenerity, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

ExxonMobil Partnerships Deepen Customer Loyalty Efforts

June 27, 2022 13:00 - 17 minutes - 12.4 MB

Troy Simms is the Director of Business Development for U.S. retail fuel partnerships at ExxonMobil one of the largest international publicly traded energy companies, and the largest direct descendant of John D. 'Rockefeller's Standard Oil. Loyalty360 CEO Mark Johnson met with Simms to discuss the brand's Exxon Mobil Rewards+ program, its recent partnership with Walmart, and how changes in the customer landscape have impacted brand loyalty.

Loyalty360 Loyalty Live | Suman Mahalanabis and Padmashwini Raghunathan, TCS

June 14, 2022 04:00 - 23 minutes - 16.5 MB

Loyalty360's Mark Johnson interviews Suman Mahalanabis and Padmashwini Raghunathan, TCS, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360 Loyalty Live | Cassie Preston, Baesman

May 31, 2022 18:00 - 16 minutes - 11.3 MB

Loyalty360's Mark Johnson interviews Cassie Preston, Baesman, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Strategic Partnerships and Brand Advocates Key to Wing Shack’s Success during Pandemic

May 27, 2022 12:00 - 21 minutes - 15 MB

Doug Baker is the Director of Marketing for Wing Shack Wings, an independent restaurant in Northern Colorado with a very loyal following of brand ambassadors. Loyalty360 CEO Mark Johnson spoke with Doug Baker to discuss the brand’s customer loyalty efforts, brand advocacy and the challenges the brand faced during the pandemic.

MGM Wagers Big on Non-Gaming Loyalty Members

May 25, 2022 12:00 - 25 minutes - 17.7 MB

Anil Mansukhani is the VP of Loyalty Marketing for MGM Resorts International, a global hospitality and entertainment company known in part for its glamourous Las Vegas resorts, but also encompassing luxury hotel and gaming properties across the U.S. and in China. Loyalty360 CEO Mark Johnson met with Anil Mansukhani to discuss the company's recently rebranded loyalty program, MGM Rewards, the benefits of partnerships in customer loyalty, and challenges faced in today’s changing travel and en...

Cohesive Customer Loyalty Program Encompasses “ALL of Accor”

May 23, 2022 12:00 - 19 minutes - 13.5 MB

Sabrina Lillew is the Vice President of Loyalty Programs and Partnerships at Accor, a worldwide hospitality company that owns, manages and franchises hotels, resorts and vacation properties in 5300 locations in over 110 countries. Loyalty360 CEO Mark Johnson met with Sabrina Lillew to discuss the brand's newly merged loyalty program, Accor Live Limitless (ALL), and how changes in the hospitality landscape have impacted brand loyalty.

Customers Flip Over IHOP Loyalty Program

May 20, 2022 14:00 - 19 minutes - 13.9 MB

Nathan Casey is the Executive Director, CRM, Loyalty, Digital at IHOP, a chain of casual restaurants founded in Toluca Lake, Los Angeles, California, made famous for its imaginative pancake creations. Loyalty360 CEO Mark Johnson met with Nathan Casey to discuss the brand's first loyalty program, the International Bank of Pancakes, and how changes in the dining landscape have impacted brand loyalty.

Ruby Tuesday Doesn’t Let Age Slow it Down

May 16, 2022 12:00 - 18 minutes - 13.2 MB

Kevin Fitzpatrick is the senior vice-president of digital and performance marketing at Ruby Tuesday, a chain of American casual restaurants founded in Knoxville, Tennessee known in part for its endless garden bar. Loyalty360 CEO Mark Johnson met with Kevin Fitzpatrick to discuss the brand’s 50th anniversary, its approach to the changing dining landscape, and how these changes have impacted brand loyalty.

Loyalty360 Loyalty Live | Bill Swift, Brierley

May 03, 2022 18:00 - 26 minutes - 18.1 MB

Loyalty360's Mark Johnson interviews Bill Swift, Brierley, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Global Roll-Out of MyMcDonald’s Loyalty Program is Team Effort

April 27, 2022 11:00 - 25 minutes - 17.3 MB

Bryce Boothby is the director of global technology at McDonald’s, the world’s largest restaurant chain serving over 69 million customers a day in over 100 countries. Loyalty360 CEO Mark Johnson met with Bryce Boothby to discuss the brand’s My McDonald’s reward program, the technology and challenges involved in launching an international program, and the changing dining landscape.

Loyalty360 Loyalty Live | Michael Schuh, Kroger Precision Marketing

April 19, 2022 18:00 - 20 minutes - 14.4 MB

Loyalty360's Mark Johnson interviews Michael Schuh, Kroger Precision Marketing, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Escaping to Paradise with Margaritaville Perks

April 13, 2022 10:00 - 22 minutes - 15.4 MB

Claudia Infante is the Senior Vice-President of Revenue Strategy at Margaritaville, a global hospitality and lifestyle brand with headquarters in Orlando, Florida. Loyalty360 CEO Mark Johnson met with Infante to discuss the company’s new Margaritaville Perks loyalty program, as well as the challenges and opportunities faced by the travel and leisure industry during the changing consumer landscape.

Loyal Carl’s Jr. and Hardee’s Fans Crave Rewards Program

April 11, 2022 12:00 - 19 minutes - 14 MB

Chad Crawford is the Chief Brand Officer of CKE Restaurants, the parent organization for quick-service brands Carl’s Jr. and Hardee’s, based in Franklin, Tennessee. Loyalty360 CEO Mark Johnson met with Crawford to discuss the company’s new My Rewards loyalty program, as well as the challenges and opportunities faced by the quick-service restaurant industry during the changing consumer landscape.

Loyalty360 Loyalty Live | Eugenia Blackstone, Iris Powered by Generali

April 05, 2022 18:00 - 24 minutes - 16.8 MB

Loyalty360's Mark Johnson interviews Eugenia Blackstone, Iris Powered by Generali, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Alessio Marchetti, Intesa Sanpaolo | Leaders in Customer Loyalty Series

March 31, 2022 12:00 - 28 minutes - 20.2 MB

The Intesa Sanpaolo Reward loyalty program has undergone a deep revolution over the years, increasing strings to its bow with several engagement layers, gradually revamping its features through continuous innovation and a test & learn approach. The loyalty program features themselves, although innovative and representing the state-of-art of engagement activities domain, are not the key to the creative, original, and forward-thinking approach of the loyalty program: indeed, what really identi...

Citizens Financial Banking Experience Survey Reveals Trends in Digital Banking a Sound Investment

March 31, 2022 10:00 - 17 minutes - 12.4 MB

Beth Johnson is the Chief Experience Officer at Citizens Financial, a full-service national bank offering a broad range of retail and commercial banking products and services. Loyalty360 CEO Mark Johnson met with Beth Johnson to discuss the challenges and opportunities in the banking industry regarding online banking, human interaction and how the COVID pandemic continues to change the banking landscape.

Brides Say “I Do” to David’s Bridal Diamond Loyalty Program

March 24, 2022 13:00 - 30 minutes - 21.2 MB

Jim Marcum is the Chief Executive Officer for David's Bridal, a national and intentional retailer of bridal and formalwear with headquarters in Conshohocken, Pennsylvania. Loyalty360 CEO Mark Johnson met with Marcum to discuss the company's new Diamond Loyalty Program as well as the challenges and opportunities faced by the bridal and formalwear industry during the changing retail landscape.

Loyalty360 Loyalty Live | Joe Pino, Clutch

March 22, 2022 18:00 - 17 minutes - 12.1 MB

Loyalty360's Mark Johnson interviews Joe Pino, Clutch, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Newk's Eatery Fast-Casual Restaurants Launches New Loyalty Program to Further Enhance Customer Experience

March 21, 2022 10:00 - 21 minutes - 15.3 MB

Denise Pedini is the Senior Vice-President of Guest Experience at Newk's Eatery, a fast-casual restaurant with over 100 locations in 14 states. Loyalty360 CEO Mark Johnson met with Pedini to discuss Newk's Eatery's newest in customer loyalty efforts, Newk's Rewards, as well as the company's response to the changing dine-in experience.

Loyalty360 Loyalty Live | John Nash, Redpoint

March 08, 2022 19:00 - 21 minutes - 14.8 MB

Loyalty360's Mark Johnson interviews John Nash, Redpoint, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Insomnia Cookies Delivers Sweet Loyalty Program for its Best Customers

March 07, 2022 14:00 - 25 minutes - 17.3 MB

When it comes to late night snacks, it is hard to beat a fresh, warm cookie. Started by a college student in a dorm room in 2003, Insomnia Cookies is now baking and delivering cookies across the United States. Insomnia Cookies has stayed true to its roots, with bakeries typically located near college campuses, but is enjoyed by cookie fanatics of any age. To better connect with their loyal fans, or Insomniacs, in 2021 the brand introduced its “CookieMagic” membership program giving subscrib...

Wyndham Hotels & Resorts Partners with Bakkt, Enhancing Wyndham Rewards

February 23, 2022 14:00 - 10 minutes - 7.45 MB

Known for its generous rewards program, Wyndham Hotels & Resorts is beloved by everyday travelers worldwide. With partnerships top of mind for many brands in search of a competitive edge, in late 2021, Wyndham’s loyalty program, Wyndham Rewards, announced a brand-new collaboration with Bakkt. Bakkt is a digital asset platform that allows consumers to convert loyalty points into cash and then have the ability to buy crypto, discounted gift cards, or to spend cash or crypto. Through the partne...

Loyalty360 Loyalty Live | Susan Frech, Vesta

February 22, 2022 19:00 - 12 minutes - 8.92 MB

Loyalty360's Mark Johnson interviews Susan Frech, Vesta, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360 Loyalty Live | Ramya Murali and Michael O’Brien, Deloitte

February 15, 2022 19:00 - 13 minutes - 9.19 MB

Loyalty360's Mark Johnson interviews Ramya Murali and Michael O’Brien, Deloitte to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360 Loyalty Live | Travis Markel, Arrivia

February 08, 2022 19:00 - 15 minutes - 10.6 MB

Loyalty360's Mark Johnson interviews Travis Markel, Arrivia to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360 Loyalty Live | Christian Selchau-Hansen, Formation

January 25, 2022 19:00 - 23 minutes - 16.3 MB

Loyalty360's Mark Johnson interviews Christian Selchau-Hansen, Formation to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Q&A with Tiffany Myers, MOOYAH Burgers, Fries and Shakes

January 12, 2022 13:00 - 15 minutes - 11.2 MB

Tiffany Myers is the Director of Brand Creative at MOOYAH Burgers, Fries and Shakes, an American fast-casual chain with over 90 locations in operation throughout the US, Canada, and the Middle East.  Myers and Loyalty360 CEO Mark Johnson discussed MOOYAH’S customer loyalty efforts via their recently launched app and loyalty program, as well as MOOYAH’S response to competitors and changing customers. 

Loyalty360 Loyalty Live | Susan Stein, Baesman

December 28, 2021 05:00 - 9 minutes - 7.03 MB

Loyalty360's Mark Johnson interviews Susan Stein, Baesman to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Peet’s Coffee Revamps Loyalty Program from Ground Up

December 22, 2021 11:00 - 19 minutes - 13.4 MB

Lisa Regelman is the Director of Loyalty and Growth Marketing for Peet’s Coffee, a Bay Area-based coffee shop with about 200 locations in the U.S. and products available in about 1,700 grocery stores. Regelman spoke with Loyalty360 CEO Mark Johnson about the recently revamped Peetnik Rewards program, loyalty in a post-COVID world, and standing out in the loyalty industry.

Loyalty360 Loyalty Live | Dennis Reardon, Mastercard

December 21, 2021 19:00 - 20 minutes - 14.1 MB

Loyalty360's Mark Johnson interviews Dennis Reardon, Mastercard to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Bank of America Aims for Luxury with Preferred Rewards Program

December 17, 2021 11:00 - 26 minutes - 18.4 MB

John Sellers is Head of Rewards at Bank of America, the second largest banking institution in the United States, and the eight-largest in the world, with over 4,600 retail financial centers & approximately 16,200 ATMS in existence.  Loyalty360 CEO Mark Johnson talked with Sellers about Bank of America’s Loyalty Expo experience, pushing their digital boundaries, and future engagement plans.

Verizon Looks to Technology to Push Loyalty Forward

December 16, 2021 13:00 - 19 minutes - 13.9 MB

Tommi Marsans is a Marketing Technology Strategist at Verizon Business Group, a division within Verizon Communications, one of the world’s leading providers in technology, communications, and entertainment products and services that generated a revenue of $128.3 billion in 2020. Loyalty360 CEO Mark Johnson spoke with Marsans about Verizon’s technological advancements that help them grow closer with their customers and challenges and trends in the loyalty industry.

Loyalty360 Loyalty Live | Adhish Kulkarni, Evolving Systems

December 14, 2021 19:00 - 16 minutes - 11.6 MB

Loyalty360's Mark Johnson interviews Adhish Kulkarni, Evolving Systems to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360 Loyalty Live | Carlos Dunlap-Beard and Tom Baker, Clarus Commerce

December 07, 2021 19:00 - 22 minutes - 15.5 MB

Loyalty360's Mark Johnson interviews Carlos Dunlap-Beard and Tom Baker, Clarus Commerce to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360 Loyalty Live | Farrah Shultz, Kobie Marketing

November 30, 2021 19:00 - 21 minutes - 14.6 MB

Loyalty360's Mark Johnson interviews Farrah Shultz, Kobie Marketing to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360 Loyalty Live | Jillian Dimoff, Cheetah Digital

November 23, 2021 19:00 - 12 minutes - 8.83 MB

Loyalty360's Mark Johnson interviews Jillian Dimoff, Cheetah Digital to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Ford Revs Up Their Engine To Loyalty Success

November 18, 2021 11:00 - 32 minutes - 22.5 MB

Jason Sprawka is the Global Director of Customer Experience at Ford Motor Company, the best-selling automotive brand in North America with 3,100 dealers just in the United States. Loyalty360 CEO Mark Johnson spoke with Sprawka about Ford Reward Points program, their multiple nominations at the Loyalty360 Awards, and their various engagement efforts.

Loyalty360 Loyalty Live | Don Smith, Brierley

November 16, 2021 19:00 - 24 minutes - 16.9 MB

Loyalty360's Mark Johnson interviews Don Smith, Brierley, to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

Loyalty360 Loyalty Live | Tom Madden, ICF Next

November 09, 2021 19:00 - 12 minutes - 8.73 MB

Loyalty360's Mark Johnson interviews Tom Madden, ICF Next  to discuss the trends in customer loyalty and customer experience, and the changing industry landscape.

New Seasons Market Brings New Approach to Customer Loyalty

November 08, 2021 12:00 - 26 minutes - 18.3 MB

Lindsay McCann is the Director of Customer Loyalty and Marketing at New Seasons Market, a Portland-based grocer with 19 stores across the Pacific Northwest, with more stores opening soon. Loyalty360 CEO Mark Johnson spoke with McCann about New Season’s latest loyalty enhancement, Gift It!, and their efforts to engage with their community and customers in sustainable and eco-friendly ways. 

Build-A-Bear’s Bonus Club Now Serving Multi-Generations

November 05, 2021 10:00 - 30 minutes - 21.4 MB

Jennifer Kretchmar and Ed Poppe are the Chief of Merchandise and Digital and Vice President of CRM, Loyalty, and Performance Marketing, respectively, of Build-A-Bear, a retailer that sells personalized teddy bears at over 500 workshops. Loyalty360 CEO Mark Johnson spoke with Kretchmar and Poppe about Build-A-Bear’s Bonus Club, partnerships, and various engagement efforts.