Leaders in Customer Loyalty, Powered by Loyalty360

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  #548: Leaders in Customer Loyalty: Brand Stories | How DICK'S Powers the Athlete’s Journey Beyond the Point of Purchase 17.09.2026 26min

  Send us Fan Mail When many brands talk about the customer journey, they are often talking about how their customers interact with their products and services up to the point of purchase. But for DICK'S Sporting Goods, the customer journey is actually an athlete’s journey—and that journey doesn’t end at the point of purchase. Kate Fedishen, Vice President of Marketing Transformation at DICK'S, notes that as athletes have become more informed about their sports, their expectations have ri...
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  #547: Leaders in Customer Loyalty: Brand Stories | Why DraftKings Looks Beyond the Betting Industry to Improve its Customer Experience 10.09.2026 35min

  Send us Fan Mail Although online sports betting has surged in popularity since the U.S. Supreme Court legalized state-authorized sports betting nationwide in a landmark 2018 ruling, the industry remains dominated by just a small number of key players. But the way Shawn Henley approaches his job as Chief Customer Officer for DraftKings—one of the two biggest sports betting apps in the world—is to cast a much wider net beyond his industry. Stay connected with Loyalty360! Follow u...
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  #546: Leaders in Customer Loyalty: Brand Stories | Circle K is Rewarding its Loyalty Members One Visit at a Time 03.09.2026 37min

  Send us Fan Mail As Head of Loyalty at Circle K, one of the primary ways that Carly Lee ensures that she and other executives at the convenience store chain are meeting their customers' needs is by actually listening to what their customers are telling them. Lee spends a considerable amount of time going through customer feedback, while also monitoring how they’re engaging with the brand. One of her most important takeaways from listening to this feedback is that Circle K’s customers ar...
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  #545: Leaders in Customer Loyalty: Supplier Voices | How Ibotta Uses Data to Help Brands Reach Increasingly Elusive Consumers 01.09.2026 39min

  Send us Fan Mail The way Chris Riedy sees it, this is either a very exciting time to be in the consumer packaged goods (CPG) industry, or a really scary time. What’s creating these two views of the industry is the fact that it is undergoing a tremendous amount of evolution that creates new opportunities, but the playbooks that used to work are much less effective today. Riedy, who is Chief Revenue Officer at Ibotta, points to one significant development that is spurring this evolution:...
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  #544: Leaders in Customer Loyalty: Supplier Voices | How Tillo’s Connected Ecosystem Helps Lessen Friction in the Loyalty Space 25.08.2026 28min

  Send us Fan Mail For Bill Warshauer, the Chief Revenue Officer at Tillo, a reward can do much more than help a company complete a transaction. It can also produce measurable and meaningful value for companies by changing behavior, creating moments of connection, and strengthening relationships. Tillo helps brands deliver on all these needs. The company, which is a global gift-card network purpose-built for both brands and buyers, represents more than 4,000 merchants globally. Thes...
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  #543: Leaders in Customer Loyalty: Brand Stories | How Journeys Keeps Customers Engaged Across Fast-Moving Trends 20.08.2026 26min

  Send us Fan Mail All marketers face the challenge of adapting to changing consumer expectations and behaviors, regardless of industry. But Eric Creel, Loyalty Program Manager at shoe retailer Journeys, notes that this challenge can be especially tricky to navigate in his industry. “In a weird way, I'd say one of the biggest challenges is also one of the things that I find the most interesting, and that’s how shoe retail is very much driven by trends and what's hot in the moment,” he sai...
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  #542: Leaders in Customer Loyalty: Supplier Voices | How adjoe is Redefining Loyalty Through Games and Entertainment 18.08.2026 14min

  Send us Fan Mail Brands across nearly every industry face a similar challenge with their loyalty programs: how to give consumers a meaningful reason to engage more often that also keeps them coming back. For adtech firm adjoe, connecting mobile gaming to loyalty programs is an effective way for brands to drive engagement because it taps into something millions of people already do, mobile gaming, and connects it to rewards programs they already value and engage with. When adjoe works ...
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  #541: Leaders in Customer Loyalty: Brand Stories | RBC's Loyalty Program is a Broad Value Proposition for All Canadians 13.08.2026 29min

  Send us Fan Mail In this episode of Leaders in Customer Loyalty: Brand Stories, RBC’s James Lombardi explores how Avion Rewards has evolved into a broad loyalty ecosystem open to all Canadians. He discusses RBC’s approach to strategic partnerships, the continued importance of travel rewards, and how AI and hyper-personalization are helping the bank deliver more relevant value and experiences to members.
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  #540: Leaders in Customer Loyalty: Brand Stories | How TGI Fridays Has Rebuilt its Digital Experience for the Modern Age 06.08.2026 25min

  Send us Fan Mail Since joining TGI Fridays in January 2025 as Director of Global Marketing, Christopher Houston has made it one of his priorities to ensure that the company’s digital platforms serve as a conduit for the brand, rather than a barrier. Houston is focused on innovating to create a digital guest journey that is streamlined not just for TGI Fridays’ current guests, but also the next digital-first generation. This means making sure all the digital touch points reflect the ene...
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  #539: Leaders in Customer Loyalty: Supplier Voices | Why Hightouch Thinks AI Should Transform Marketing Workflows, Not Just Campaigns 04.08.2026 22min

  Send us Fan Mail When Anthony Chiulli talks with lifecycle marketing teams, he rarely hears marketers having a shortage of campaign ideas. Instead, he hears about the campaigns that never get the chance to launch. According to the Product Marketing leader for lifecycle at Hightouch, marketers don't struggle with creativity. They struggle with the lengthy workflows, approvals, and handoffs required to turn ideas into customer experiences. "The workflow itself was the problem. ," Ch...
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  #538: Leaders in Customer Loyalty: Brand Stories | How Catalyst Brands Is Building a Connected Retail Ecosystem Through Customer Loyalty 30.07.2026 37min

  Send us Fan Mail Catalyst Brands is redefining what it means to build a modern retail portfolio. Formed in early 2025 through the merger of JCPenney, Aéropostale, Brooks Brothers, Lucky Brand, and Nautica, the company has spent the past 18 months bringing together five iconic brands with distinct customer bases and rich histories. Now, the focus is shifting from integration to growth, with loyalty, customer insights, and personalization playing a central role in that strategy. For Mar...
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  #537: Leaders in Customer Loyalty: Supplier Voices | Why Group O Thinks Loyalty Programs Should be Built to Pivot Quickly 28.07.2026 24min

  Send us Fan Mail When Paul Flemr is asked about the advice that he would give brands looking to improve their customer loyalty experience strategy, the Senior Vice President of Incentive Marketing Solutions at Group O has a simple message for them. “Engage with passion and purpose,” Flemr said. The way Flemr sees it, engagement is the strength of loyalty, the thing that will drive the program’s success. This requires brands knowing their end goals and objectives and building that...
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  #536: Leaders in Customer Loyalty: Brand Stories | How SIXT Has Used AI to Put Personalization at the Core of its Loyalty Program 23.07.2026 43min

  Send us Fan Mail With more than 30 years of experience in the travel industry—including five years as CFO of Hertz and another five as CFO of Hilton Worldwide—Tom Kennedy brings a deep understanding of traveler expectations and the evolving needs shaping the industry. And so, when Kennedy became President, North America of rental car company SIXT nearly six years ago, he was focused on improving the customer journey. He had seen firsthand how slowly the car rental industry had modernized. T...
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  #535: Leaders in Customer Loyalty: Supplier Voices | As Loyalty Programs Go Digital, MTL Card Still Sees Physical Cards as an Important Customer Engagement Tool 21.07.2026 16min

  Send us Fan Mail Brands have understandably been focused for years now on improving the digital experience of their loyalty programs by launching or redesigning their apps, recognizing how much customers prioritize convenience today—and how convenience often means being able to do everything on their phones. However, Sallie Williams, Sales and Marketing Director of Gift and Loyalty at MTL Card, thinks the brands creating the best loyalty programs are not choosing between digital and phy...
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  #534: Leaders in Customer Loyalty: Brand Stories | How Scene+ Curates its Loyalty Ecosystem to Fit Member Needs 16.07.2026 38min

  Send us Fan Mail When Candice Troupe, the Senior Vice President of Marketing & Partnerships at Scene+, assesses the loyalty space in Canada, one word comes to mind: crowded. She notes that the average Canadian has about 15 loyalty cards in either their physical or digital wallet. While this growth in loyalty is a welcome development for Canadians, an increasingly crowded marketplace can also make things a little more complicated for consumers to find the rewards and benefits that f...
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  #533: Leaders in Customer Loyalty: Brand Stories | How Food Lion is Evolving Without Sacrificing Emotional Loyalty 09.07.2026 19min

  Send us Fan Mail Before Nicole Hulstein began her role as Loyalty Campaign Development Manager at Food Lion, she worked in category management for the grocery chain, primarily focused on produce. And while there might not seem to be a very close connection between loyalty programs and produce, Hulstein sees her former role with the company influencing her approach to her current role. "That background really helped shape how I think about loyalty today,” Hulstein said. “The experience i...
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  #532: Leaders in Customer Loyalty: Supplier Voices | AI Has Created an Inflection Point for Loyalty. Are Brands Ready for it? 07.07.2026 26min

  Send us Fan Mail Platforms such as Spotify, Amazon, and Netflix have not only innovated how people consume music, shop for everyday items, and watch movies and television—they have also permanently transformed the relationship that consumers have with brands. By training consumers to expect experiences tailored to their preferences, these platforms have made personalization, convenience, and seamless omnichannel experiences increasingly non negotiable features that brands are expected ...
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  #531: Leaders in Customer Loyalty: Brand Stories | How SECU Built Trust With its Members Before Launching its Loyalty Program 25.06.2026 21min

  Send us Fan Mail For most financial institutions, launching a new rewards credit card means explaining the benefits to customers. For the North Carolina State Employees’ Credit Union (SECU), it meant starting much closer to home. When SECU introduced its new rewards card portfolio last year, the credit union wasn't simply adding another product. It was introducing an entirely new rewards ecosystem to members and employees who had little familiarity with reward cards. Moving from a singl...
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  #530: Leaders in Customer Loyalty: Brand Stories | ButcherBox’s Customer-Obsessed Values Are Driving its Loyalty Program 18.06.2026 20min

  Send us Fan Mail When Reba Hatcher, Chief Commercial Officer for ButcherBox, looks back on the origins of her company’s loyalty program, she sees it being driven in part by the fact that she’s a self-proclaimed “data nerd.” Before becoming Chief Commercial Officer, Hatcher served as chief of staff to ButcherBox co-founder and CEO Mike Salguero and also led the company’s data analytics platform. And as she began looking at the data in 2018, Hatcher could see that ButcherBox was falling i...
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  #529: Leaders in Customer Loyalty: Brand Stories | Inside WestJet’s Strategy to Keep Loyalty Simple in a Crowded Market 11.06.2026 35min

  Send us Fan Mail As one of the pioneers of loyalty and rewards programs, the airline industry has long known the value these programs bring when it comes to customer engagement and retention. But in the aftermath of the Covid-19 pandemic—which ground travel to a halt—airline rewards programs became arguably more important than ever, as airlines across the world sought to get people flying again. But according to Byron Kelly, Director of Loyalty at WestJet, the Canadian airline was gett...