Leaders in Customer Loyalty, Powered by Loyalty360 – Details, episodes & analysis

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Leaders in Customer Loyalty, Powered by Loyalty360

Loyalty360

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Frequency: 1 episode/4d. Total Eps: 513

Leaders in Customer Loyalty: for those looking to deepen customer experience, engagement, and brand loyalty. Each episode features innovative brands, industry experts, and executive leaders who share actionable insights, proven strategies, and real-world experiences designed to help marketers and brand professionals stay ahead in the ever-evolving world of customer loyalty.

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#498: Leaders in Customer Loyalty: Industry Voices | Inside Kobie’s Perspective on the Forces Shaping Loyalty in 2026

Tuesday, January 6, 2026 • Duration 26:02

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As brands look ahead to 2026, loyalty programs are evolving beyond transactions toward deeper emotional connection, relevance, and trust. Shifting consumer expectations and broader uncertainty are accelerating this change.

We recently spoke with Hayley Hanel, Senior Manager of Strategic Consulting at Kobie, who shared how growing unease around social, political, and economic change is reshaping loyalty strategies and elevating the role of community and belonging.

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#497: Leaders in Customer Loyalty: Brand Stories | Teriyaki Madness: Driving National Growth Using Tech, Flavor, and Fun!

Thursday, December 18, 2025 • Duration 34:33

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Known for its irreverent attitude, unstoppable energy, and Seattle-style teriyaki bowls, Teriyaki Madness has always taken its food, but never itself, seriously. Founded in 2003 by friends who wanted to bring Seattle’s teriyaki culture to Las Vegas, Teriyaki Madness was purchased by its current CEO, Michael Haith, in 2016.

Now headquartered in Denver, Colorado, the self-proclaimed “scrappy brand,” uses digital innovation to transform a fast casual dining concept from 30 shops, into a national brand of nearly 200 locations.

Mark Johnson, CEO of Loyalty360, spoke to Jodi Boyce, Chief Marketing Officer of Teriyaki Madness, about the innovative steps the company used to build the brand and a loyalty program of nearly one million members.

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#488: ITA Group on Quantifying Emotional Loyalty: Turning Connection into Measurable Business Impact

Tuesday, November 11, 2025 • Duration 15:37

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In this episode of Leaders in Customer Loyalty: Industry Voices, Loyalty360’s Ethan Perry sat down with Chris Jones, Senior Vice President of Engagement Solutions at ITA Group, to explore how brands are translating emotional loyalty from an abstract concept into a measurable driver of business growth.

As a returning guest, Jones expanded on themes from his previous conversation, sharing findings from ITA Group’s latest research on emotional connection and how it amplifies the impact of value and ease within loyalty programs.

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#398: Loyalty360 Loyalty Live | Caitlin Watson and David Shaw, WillowTree

Tuesday, October 8, 2024 • Duration 22:46

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Founded in 2008, WillowTree was built on a heritage of mobile applications. While the company still engages in much of that work, it’s grown into other areas in support of brands, including strategy and consulting, data and artificial intelligence (AI), digital marketing, loyalty program design, and more. WillowTree works alongside brands to develop successful loyalty programs and, in many cases, administers them. The company works in a variety of industries, including Financial Services, Health Care, Telecom, Travel and Hospitality, Food Service, and Retail and Consumer Goods, among others.

Loyalty360 spoke with Caitlin Watson, Partner, Marketing Services, and David Shaw, VP, Business Development, at WillowTree. Watson has been with the company for the last three years, helping to develop the company’s marketing services department—specifically in the areas of loyalty, strategy, and technology—while also working to build out MarTech services, CRM, lifecycle, and all elements of the customer journey. Shaw has led insight and strategy teams for his whole career. At WillowTree, he leverages his experience in strategy development to help determine how the company can go to market with individual companies and with specific vertical strategies—many of which involve loyalty.

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#397: Carter’s: Engaging the Next Generation of Customers with Creative Campaigns and Conversations

Monday, October 7, 2024 • Duration 23:02

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Founded by William Carter, children’s apparel retailer Carter’s is nearly a 165-year-old company that helps parents navigate parenthood. Today, the company operates more than 1,000 stores worldwide. Carter’s family of brands—including Carter’s, OshKosh B’gosh, Little Planet, and Skip Hop—are recognized across the globe and available online and in Carter’s owned stores, while exclusive lines can be found at the brand’s retail partners, such as Walmart, Target, and Amazon.

To learn about the recent updates to Carter’s loyalty program and how the brand is intentionally addressing the challenges and perceptions of parenthood, Loyalty360 spoke with Jeff Jenkins, CMO at Carter’s. Jenkins is an acclaimed marketing professional with extensive experience in multiple industries and has been with Carter’s for five years. In his role, he oversees marketing, brand strategy, customer insights, business intelligence, communications, creative, visual merchandising, PR and customer service experience, and more.

In this interview, Jenkins discusses the concept behind the “More Than Just Cute” campaign, appealing to the next generation of customers, and how platform integration needs to work in a martech stack to create a seamless customer experience.

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#396: Hilton: A Growing Portfolio, Strategic Partnerships, and Digital Innovation Create a Better Customer Experience for Guests

Wednesday, October 2, 2024 • Duration 27:02

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Hilton is a leading global hospitality company with 24 world-class brands for all guests’ stay needs at over 7,800 properties across 126 countries and territories. Through acquisitions that allow for more destination choices, technology innovations that make processes easier for guests, and brand partnerships that offer guests and Hilton Honors members even more benefits and perks, Hilton has set the bar high for what it means to truly deliver an elevated customer experience.

As a hospitality brand, the goal is to make the stay better for guests in almost every corner of the world. This includes loyalty program design, enhancing the value proposition and loyalty redemption, and making travel more seamless and flexible for program members.

To learn about Hilton’s latest customer loyalty and experience efforts, Mark Johnson, CEO of Loyalty360, spoke with Brad Anderson, Vice President of Hilton Honors at Hilton. Anderson joined Hilton nearly eight years ago and leads the overall global strategy for the brand’s award-winning loyalty program, Hilton Honors, which now reaches more than 195 million members worldwide. Since joining the company, Anderson and his team have charted new courses for the program, achieving massive growth—almost 130 million new members.

In this interview, Anderson discusses the brand’s growing portfolio, establishing the right strategic partnerships, and speaking the language of Gen Z and Millennial travelers through digital innovation.

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#395: Paris Baguette: Rolling Out a New Rewards Program and Cultivating Emotional Loyalty by Spreading Joy

Monday, September 30, 2024 • Duration 15:33

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Paris Baguette specializes in whole cakes, pastries, and breads, as well as artisan coffees, sandwiches, and other savory items. Globally, the brand has over 4,000 locations. In North America, the brand currently counts almost 200 locations.

To learn about Paris Baguette’s recent changes to its loyalty program as part of a broader effort to enhance the overall guest experience, Loyalty360 spoke with Cathy Chavenet, Paris Baguette’s North America Chief Marketing Officer. Chavenet is a seasoned marketing professional with extensive experience in the food service industry, particularly in the coffee and snack shop sector. At Paris Baguette, Chavenet is responsible for brand marketing initiatives and menu innovation.

In this interview, Chavenet discusses the brand’s updated rewards program, approaching challenges while leveraging opportunities in technology, and building emotional loyalty by creating joyful experiences for guests.

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#394: JOANN: Engaging the Next Generation of Creators and Launching the “JO-AND” Rebrand Campaign

Tuesday, September 24, 2024 • Duration 16:35

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JOANN is an iconic 80-year-old brand that’s continued to succeed over the years by prioritizing relevancy with each new generation. JOANN operates approximately 850 stores in 49 states, and while the brand is the number one retailer in “all things fabric and sewing,” it also carries a large assortment of crafts, arts and crafts, and seasonal decor for customers.

The brand has learned that while trends may change over the years, in its industry, millions of people remain hardwired to create items with their hands, minds, and hearts. The team at JOANN believes how a customer is served will make or break a customer loyalty program and focuses on delivering exceptional customer service in support of its Smiles Rewards program. This is one of the reasons for JOANN’s longevity in retail.

While the brand has remained relevant in its authenticity with its customers, as the decades have passed, creators have evolved, too. More than ever, with a new generation of customers seeking to express themselves and connect with their communities through creative efforts, JOANN must ensure it is delivering the right message in the right channels to successfully engage younger creators while maintaining its connection to customers who have come to JOANN for decades.

Mark Johnson, CEO of Loyalty360, spoke with Chris DiTullio, Chief Customer Officer at JOANN, about the retailer’s rebranding as “JO-AND,” serving the next wave of creators, and how the customer experience makes way for emotional loyalty.

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#393: Edible Brands: Growing Emotional Loyalty by Giving Consumers Convenience and Quality

Monday, September 23, 2024 • Duration 18:16

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Edible Brands was founded in 1999 by Tariq Farid, and the company has revolutionized the gifting industry by merging the innovation of a powerful e-commerce platform with locally owned brick-and-mortar locations worldwide. The brand’s expansive footprint and delivery network sets it apart. Edible can deliver to 80% of U.S. households in an hour.

Seeking to ensure that the brand was truly meeting the expectations and demands of an increasingly busy consumer, Edible recently launched a new brand within its portfolio: FreshFruit.com, a direct-to-consumer fruit delivery service. Ease of ordering, quality, and a frictionless experience are designed to enhance relationships with consumers while strengthening emotional loyalty.

Mark Johnson, CEO of Loyalty360, spoke with Lindsey Servold, Director of Marketing at Edible Brands. Servold’s role encompasses a wide range of responsibilities to drive brand growth and enhance market presence. This includes managing integrated marketing strategies and overseeing the execution to help propel the company’s goals and vision forward.

In this interview, Servold shares more about the new FreshFruit.com brand, growing emotional loyalty through delivering quality and delight, and investing in world-class technology in-house.

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#392: Harps Food Stores: Being “Live” in POS Transactions and Driving Increased Customer Engagement

Wednesday, September 18, 2024 • Duration 16:43

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Harps Food Stores was founded in 1930 by Harvard and Floy Harp. Today, headquartered in Springdale, Arkansas, the grocery retailer counts 147 stores in six states, offering conventional to cost-plus formats. The company is the largest employee-owned company in the state.

To gain more insight into today’s grocery retail industry while learning about Harps’ recently launched loyalty program, Loyalty360 spoke with David Ganoung, SVP and CMO, at Harps. In this podcast, Ganoung discusses the brand’s rewards program, personalized promotions based on a customer’s shopping habits and basket, and the challenge of bringing customers in-store in an e-commerce world.

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Leaders in Customer Loyalty, Powered by Loyalty360 – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

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Leaders in Customer Loyalty, Powered by Loyalty360 – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

Buzzsprout1

Other99+

Youtube33

RSS feed quality and score

Publication history

Latest published episodes

Similar podcasts and content

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Related Shows Based on Content Similarities

Buzzsprout1

Other99+

Youtube33