Leaders in Customer Loyalty: Brand Stories | How PNC Is Rethinking Loyalty in Banking

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For most consumers, banking isn’t something they think about every day, until they need it. Opening an account, managing expenses, planning for the future. In those moments, the expectation is simple: clarity, confidence, and a sense that their bank is working in their best interest. 

For PNC, meeting those expectations goes beyond products or transactions. It’s about delivering a consistent, human-centered experience that makes customers feel valued at every interaction. 

Loyalty360 spoke with Victoria Dravneek, Head of Loyalty Strategy and Platforms at PNC, about how the company is building its PNC Total Rewards program, aligning the organization around the customer, and translating that approach into a scalable loyalty strategy.