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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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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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Kobie provides robust solutions for its brand partners. Thoughtful design on the front end, coupled with extensible, configurable technology, leads to a seamless customer experience. The company takes a strategy-led, technology-enabled approach as it works to narrow down to what truly drives a consumer to be loyal at an emotional level. This allows clients to grow the enterprise value of their membership and of their customer base through loyalty. Kobie’s market-leading platform helps deliver those end-to-end loyalty solutions.
Kobie primarily works within retail, financial services, travel and hospitality, and quick-service restaurant (QSR) industries, but it also serves clients in a number of other verticals. From the company’s strategic services standpoint, it partners alongside clients in healthcare and manufacturing, among others.
Loyalty360 spoke with Dr. J.R. Slubowski, Kobie’s AVP of Strategic Consulting and Head of Kobie’s Research Center of Excellence, about key findings in its recent consumer research report, leveraging the power of program tiers, and avoiding pitfalls when rolling out new program features or functionalities. -
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Emotional loyalty is one of the most important facets of customer loyalty. Understanding what drives it and being able to leverage it throughout all the brand touchpoints is important—and extremely challenging.
David’s Bridal focuses on supporting the moments that matter to its customers. The brand endeavors to help customers enjoy these deeply emotional experiences and has developed holistic loyalty programs such as David’s Bridal Diamond and Diamond High to address the opportunities before them.
In this podcast, Loyalty360 CEO Mark Johnson talks to Dave Feldman, Chief Marketing Officer at David’s Bridal, about the brand’s loyalty programs and offerings. Feldman also touches on how providing customers with incredible value helps make the process of planning for “once-in-a-lifetime” events as stress-free as possible, as well as how a focus on next generation customer loyalty supports Diamond High and, ultimately, Diamond loyalty.
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Driving customer loyalty can be a difficult task in the best economic times. As the year moves forward, economic headwinds are impacting a significant number of customers in varied ways.
One of the industries most impacted is grocery, as customers continue to look for value. Many grocers seek to increase their assortment of private label and store brands to bring that value to customers while strengthening the bottom line. There are challenges and opportunities in doing so—navigating changes, educating customers, and working with consumer packaged goods (CPG) companies.
These challenges are being deftly handled by Ryan Draude, Head of Omnichannel Loyalty at Giant Food. The award-winning Giant Flexible Rewards® program was configured by Draude, and he continues to administrate it. In this interview with Loyalty360, Draude shares what he is seeing within the grocery industry.
Watch the full interview here.
Read the feature on Loyalty360 here. -
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Elevating customer loyalty while driving personalized content, experiences, and incentives that truly resonate with the customer is critically important in today’s marketplace. Loyalty360’s brand members report the need to drive personalization at scale—necessitating a deeper understanding of disparate technologies that require seamless integration to allow for coordinated orchestration leveraging first- and zero-party data.
Often, in challenging economic environments, budgets are constrained. Understanding new technologies and their actual functionalities can be a hurdle for many brands. Securing placement in the organization’s implementation queue and earning priority designation can be an uphill battle.
Loyalty360’s research consistently indicates that brands do not feel they have the ability to understand the rapidly evolving martech environment, yet that did not stop Blaze Pizza from leveraging their legacy technologies into a series of manual processes to drive award-winning personalization.
Blaze Pizza was a finalist at Loyalty360’s 2024 Loyalty Expo in the Customer Analytics, Insights, and Metrics category, taking home the Bronze Award. In this in-depth exclusive, the brand’s Senior Growth Marketing Manager, Lindsay Smith, discusses the company’s unique approach to customer loyalty, how it’s leveraging geo-fencing and gamification, and how—even in a cautionary economic environment—Blaze Pizza is creatively driving sales.
Watch the full interview here.
Read the feature on Loyalty360 here. -
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Engage People is a technology innovation company with a vision to bring technology to the forefront to enable a better customer experience. The company seeks to leverage today’s technologies to drive improved outcomes for brands while elevating loyalty programs and the member experience.
Jonathan Silver, CEO of Engage People, has worked in the industry for over 36 years. He began his career with Maritz Canada—now Bond—before holding various senior positions in the loyalty sector. Nearly 16 years ago, Silver co-founded the precursor to Engage People before rebranding the company in 2015. Today, his role at Engage People focuses on strategy and sales.
Mark Johnson, CEO of Loyalty360, spoke with Silver about “paying with points” technology, the uChoose Rewards® program managed with partner Fiserv, and making the offer-redemption experience seamless for customers. -
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In 2003, Insomnia Cookies was founded by Seth Berkowitz, a University of Pennsylvania college student seeking a late-night sweet treat—a shared need that turned into an opportunity for Berkowitz on the UPenn campus. He baked cookies in his college house kitchen and delivered them to hungry students in the early hours of the morning.
The brand now counts two decades of serving up delicious cookies to customers, with nearly 300 stores across the U.S. and a couple in the U.K. and Canada. Select stores are open late—sometimes until 3 o’clock in the morning— depending upon the night. The cookies are served warm, and brand fans can also order ice cream to accompany baked treats.
Mark Johnson, CEO of Loyalty360, spoke to Tom Carusona, Chief Marketing Officer of Insomnia Cookies, about launching a new loyalty program, understanding customer segments and how to activate them, and tapping into emotional loyalty.
Watch the full interview here: https://youtu.be/Or-mtujWRDQ
Read the feature on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/insomnia-cookies-launching-a-new-loyalty-program-and-building-robust-customer-profiles-for-increase -
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Switchfly was founded in 2003 as a travel technology startup. Today, Switchfly is a travel experience platform that allows brands to create memorable moments for employees. As a concept, the company is the silent partner in many of the major loyalty programs that consumers recognize. For the last 20 years, the company has been behind many of the loyalty points programs in financial services and the airline industry, which reward and engage consumers with travel. When consumers take points earned through a credit card to pay for travel, Switchfly works behind the scenes, applying those points to hotels and flights. The company also services car rentals and activities globally.
About 18 months prior to sitting down with Loyalty360, Switchfly began to focus on Human Resources and Rewards and Recognition for Employee Engagement in corporate America. Internal customers—employees—have many of the same expectations and wants in a loyalty program as a brand’s external customers.
Mark Johnson, CEO of Loyalty360, spoke with Nowell Outlaw, CEO at Switchfly, about effectively engaging employees with loyalty program benefits, modernizing tools in the travel ecosystem, and leveraging technology to make “smart” recommendations for customers.
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Affectionally labeled as the “most Canadian brand in Canada,” Tim Hortons is a beloved quick-service restaurant (QSR) featuring coffee and other beverages, delicious donuts, breakfast favorites, and sandwiches. The brand counts more than 5,000 restaurants worldwide—with the majority of them located in Canada. Tim Hortons restaurants can be found in the U.S., with more concentrated pockets close to the Canadian border.
The company was founded 60 years ago in Hamilton, Ontario, and has since become the largest restaurant chain in Canada. Tim Hortons serves nearly 7 out of 10 coffees purchased in the nation, which represents approximately 80% of Canadian visits to Tim Hortons’ restaurants at least once per month. Today, the brand is arguably embedded in the fabric of Canadian life, with core values rooted in those of Canadians.
Tim Hortons was a finalist at Loyalty360’s 2024 Loyalty Expo in the Customer Experience Strategy and the Loyalty Program Design categories, taking home the Silver Award in the former and the Bronze Award in the latter.
Mark Johnson, CEO of Loyalty360, spoke with Ricardo Frydman, Director of Performance Analytics & Pricing for Tims Financial, and Shannon Torabi, Senior Manager for Digital & Loyalty Growth at Tim Hortons, about the launch of Tims Word Challenge, authentic emotional loyalty, and how customers must always be top of mind.
Watch the interview here: https://youtu.be/uImmE12atxI
Read the feature on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/tim-hortons-cultivating-and-increasing-customer-engagement-by-leveraging-a-unique-and-innovative-ap -
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The company that would eventually become Stop & Shop was founded in 1914 when the Economy Grocery Store opened in Somerville, MA. In four short years, 32 stores made up the thriving grocery chain. By 1942, Stop & Shop, Inc. became the company’s official name, and expansion into surrounding states continued. Today, Stop & Shop is one of the several grocery brands operated by Ahold Delhaize, with roughly 400 stores located throughout New York, New England, and New Jersey.
Stop & Shop was a finalist for this year’s Loyalty360 Awards at Loyalty360’s 2024 Loyalty Expo, taking home the Bronze Award in the Technology and Trends category for its innovation in engaging technology-adverse customers through in-store kiosks.
Mark Johnson, CEO of Loyalty360, spoke with Per Jensen, Head of Loyalty at Stop & Shop, about the reason behind implementing the kiosks, improving personalization, and securing program support from organizational leadership.
Watch the full interview here: https://youtu.be/4TtR5WL1qIw
Read the feature on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/stop-shop-increasing-customer-engagement-by-leveraging-in-store-technology -
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Wunderkind works alongside clients using an AI-driven performance marketing solution, helping them form stronger brand-audience connections through identification resolution and hyper-personalized triggered messaging. The Wunderkind Identity Network identifies anonymous website traffic through a network that recognizes 9 billion devices, enabling clients to recognize anonymous users, gather first-party data, and make targeted offers across email, text, and ads.
The company connects with any industry with ties to retail or that has direct-to-consumer revenue channels. Wunderkind is mostly active in apparel and fashion spaces, as well as beauty, luxury goods, and electronics. It is also fairly experienced in travel, hospitality, and even event ticketing verticals.
Loyalty360 spoke with Tim Glomb, VP of Digital, Content, and AI at Wunderkind, about leveraging AI, data collection and maintenance, and offering an intelligence layer to help brands better understand their customers. -
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With more than 20 locations in the U.S., Great Wolf Lodge is a popular chain of hotels featuring water parks and attractions that engage guests with a diverse set of lodging and dining options. Daily events are designed to entice families seeking a fun getaway and water park enthusiasts alike. Great Wolf’s Voyagers Club program provides members with special deals to encourage them to book their next visit.
Dave Van Saun is the Vice President of CRM and Ancillary for Great Wolf Lodge. In his role with the brand, he spends much of his time on the ancillary side of the business—which is everything guests can do at Great Wolf outside of booking the room. Van Saun works with pricing, packaging, and promotion of all the brand’s food and beverages, retail, and attractions alongside Great Wolf’s line of business leaders.
On the CRM side, Van Saun oversees customer communications, and that is where loyalty fits into his purview. Great Wolf launched its loyalty program a couple of years ago, and Van Saun and his team have managed the day-to-day activities supporting Voyagers Club since.
Mark Johnson, CEO of Loyalty360, spoke with Van Saun about the brand’s loyalty program, forming strategic partnerships to elevate the customer experience, and measuring success.
Watch the full interview here: https://youtu.be/ytKu1PluJU0
Read the feature on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/great-wolf-lodge-making-an-impact-on-the-full-customer-experience-by-evolving-customer-loyalty -
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Engaged Nation provides a suite of services and solutions designed to captivate, motivate, and drive measurable results. The company’s offerings include interactive web-based incentive programs that align seamlessly with each client’s unique objectives, whether they aim to boost brand visibility, enhance customer lifetime value, or drive incremental revenue. Powered by the REACH™ Digital Ecosystem of technology, Engaged Nation offers a platform to create engaging and personalized experiences.
Engaged Nation works closely with brands across various industries—C-store, CPGs, financial services, restaurants/QSR, travel/hospitality, and many more—to help them drive engagement, boost revenue, and build lasting customer loyalty. Engaged Nation tailors solutions to meet the unique needs of clients based on their customers and industry, with the goal of helping them stand out in a crowded digital marketplace.
Mark Johnson, CEO of Loyalty360, spoke with Daniel Wood, Chief Customer Success Officer at Engaged Nation, about the company’s REACHTM platform, keeping customers engaged, and leveraging technology to understand individual customer preferences or behaviors.
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In his new book, BIONIC RETAIL: HOW TO THRIVE IN AN EXPONENTIAL WORLD, author Gary Hawkins discusses how the pace of change outside organizations is accelerating faster than within, creating a growing gap between what once made retail successful and what will be required in the future. There is often a disconnect between shopper expectations and the traditional store, and retail brands must pivot and adapt to remain relevant and achieve success.
Hawkins grew up in grocery retail, and his family once owned stores in the wholesale business in Upstate New York. It was in one of those stores, nearly 30 years ago, where Hawkins launched one of the first loyalty programs in the U.S. supermarket retail sector. The program served as a leader in the industry, providing much learning around customer data, shopping behavior, customer-level economics, and more. Eventually, his efforts switched to assisting other prominent retailers in the U.S. and around the world with a focus on capturing, understanding, and using shopper data. From there, Hawkins worked with bigger brands before moving to technological pursuits.
Mark Johnson, CEO of Loyalty360, spoke with Hawkins about his book, the exponential environment brands operate in today, and how change outside an organization moves more quickly than change on the inside.
Watch the full interview here: https://youtu.be/LEZwEDVw-RE
Read the feature on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/author-gary-hawkins-discusses-his-new-book-and-how-an-evolving-society-impacts-retail-technology -
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As a leading digital financial services company, Ally Financial focuses on serving communities and helping customers navigate life milestones and achieve financial goals. From helping customers chart a path to homeownership to planning for retirement, the brand seeks ways to connect with customers in meaningful interactions. Personal finance can be very emotional, and Ally works to balance leveraging customer data while serving as a guide to assist customers in building a solid financial foundation.
Mark Johnson, CEO of Loyalty360, spoke with David Hixon, the Executive Director of Product Marketing and CRM at Ally, about how sports partnerships bring Ally and communities together, using data and insights to support personalization, and leveraging the right metrics to determine success.
Watch the full interview here: https://youtu.be/U5vHWa85-jE
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Founded in 2009, vLoyalty is a privately held company headquartered in Dallas, Texas. The company combines the power of payments, card-linking loyalty and promotions, and text messaging to help companies easily enroll, engage, understand, and reward customers to drive repeat visits and sales.
vLoyalty offers clients a patented cloud-based suite of solutions that meets the needs of small businesses as well as large franchise enterprises. These solutions enable efficient and convenient loyalty program enrollment at the point of purchase. Clients can also take advantage of real-time access to historical purchasing data to optimize point-of-sale (POS) targeted offers and leverage compliant SMS text messaging to engage customers—all with seamless payment integration.
Loyalty360 spoke with Peter Vogel, Chief Revenue Officer at vLoyalty, about loyalty program automation at the checkout, vLoyalty’s recent quick-service restaurant study, and what’s coming next for the company in 2024. -
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Baesman Group helps brands solve personalized marketing challenges with a strategic focus on loyalty programs. Their team of customer engagement strategists, made up of former brand-side marketers, specializes in helping their clients truly understand their customers’ buying behaviors and mapping that to their overall loyalty journey. Baesman also offers its own customizable loyalty platform, Intuition, or has the ability to integrate and work with any platform on the market. Baesman believes in evolving loyalty programs so loyalty strategy drives the program, rather than technology limitations that can often exist.
Mark Johnson, CEO of Loyalty360, spoke with Kelsey Crookes, Account Management at Baesman. Crookes is a fourth-generation member of the family-owned company—her great-grandfather started the business in 1952. Kelsey is experienced in deriving strategic insights and customer engagement strategies from data to create a more loyal customer. In this interview, Crookes discusses loyalty program differentiation, leveraging “secret” or “unpublished” tiers, and harnessing customer data to create more personalized communications.
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A&W Restaurants was founded in 1919 as a root beer stand in Lodi, California, to welcome the troops home after World War I. As America’s oldest franchise restaurant chain, today, there are nearly 450 locations across the U.S. and another 450 in Asia spanning four markets.
The chain is 100% franchisee-owned. The brand ensures franchisees have a voice in company decisions that will affect their businesses, and franchisees are represented by the National A&W Franchisee Association (NAWFA). A&W works collaboratively with franchisees on everything that happens in their restaurants—particularly on brand and marketing initiatives. The brand engages franchisees to ensure that anything new that’s launched—whether it’s products or advertising and marketing programs—is there to support profitable same-store growth as well as new restaurants being established.Betsy Schmandt, President and COO of A&W Restaurants, oversees all revenue at A&W Restaurants, driving aspects of the business, operations, training, marketing, innovation, and franchise development, as well as technology and legal. It’s a broad scope, but Schmandt affirms it’s wonderful to be a part of a great American brand with 105 years of experience.
Mark Johnson, CEO of Loyalty360, spoke with Schmandt about A&W’s new enterprise reporting and analytics solution, connecting with customers on an emotional level, and next generation customer loyalty.
Watch the full interview here: https://www.youtube.com/watch?v=7lQLjA5FJP8
Read the feature on Loyalty360: https://loyalty360.org/content-gallery/in-depth-exclusives/a-w-restaurants-building-customer-loyalty-through-data-driven-insights-and-personalization -
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Addtowallet.io offers a mobile wallet marketing platform that lets brands create, manage, and distribute digital offers and pass them on to Apple Wallet and Google Pay. Traditional coupons, loyalty cards, gift cards, and event tickets can be made visible and accessible to customers no matter where they are—dynamically updated in real-time and tracked from inception to intent-to-purchase to redemption.
After the Addtowallet platform was built, the company realized that there were not many marketers active in the digital wallet channel. The company saw an opportunity for marketers and brands to start learning about the technology as the team at Addtowallet believes the digital wallet channel is the next place for marketers to focus.
Mark Johnson, CEO of Loyalty360, spoke with Steven Douglas, Founder and CEO at Addtowallet, about how the wallet channel offers marketers the opportunity to personalize loyalty efforts and how customers’ interactions with coupons in their digital wallets can reveal an intention to buy.
Watch the full interview here: https://www.youtube.com/live/Pf5HRlPoMJ0?si=kOjYh7GZqWdwBozq
Read the article on Loyalty360 here: https://loyalty360.org/content-gallery/daily-news/loyalty-live-addtowallet-on-how-brand-marketers-can-harness-the-power-of-digital-wallets - Se mer
