Leaders in Customer Loyalty, Powered by Loyalty360

Send us Fan MailWelcome to the latest installment of Leaders in Customer Loyalty, the podcast where Loyalty360 sits down with some of the most innovative and accomplished leaders in customer loyalty, engagement, and experience. As part of our Executive Spotlight series, we’re excited to feature a conversation with Per Jensen, Director of Loyalty at Stop & Shop. Per brings a global perspective to loyalty strategy, drawing on his rich career across Europe and the United States. In this discussion, Per offers valuable insights into how Stop & Shop is evolving its loyalty approach to align with changing customer expectations, including the rollout of the retailer’s innovative Savings Center, a major shift in how customers access and engage with digital offers. Throughout the episode, Per shares his thoughts on the importance of associate engagement, the growing role of private brands in driving loyalty, and why simplicity and clarity are critical for both internal teams and customers when it comes to program design. He also reflects on the differences between European and U.S. loyalty landscapes, offering practical takeaways for brands operating across markets. Whether you’re looking to refine your loyalty strategy, enhance internal education about your programs, or gain a fresh perspective on how to build meaningful customer relationships, this conversation with Per Jensen delivers actionable insights and forward-thinking strategies. 

Send us Fan MailFirst Tech Federal Credit Union has a long-standing history of serving individuals in the tech industry, providing financial services tailored to their unique needs. In a recent interview, Mairi Burns, Vice President of Brand Marketing at First Tech, discussed the organization’s strategic vision, customer loyalty initiatives, and the recent launch of their ambitious First Tech Beyond program.

Send us Fan MailIn this edition of Loyalty360’s Executive Spotlight, we speak with Don Smith, Chief Consulting Officer at Capillary Technologies. With nearly two decades of experience at Brierley, now part of Capillary, Don offers unique insight into the evolving loyalty landscape — from program design and advanced analytics to the role of AI-driven personalization and member-controlled experiences. During this conversation with Mark Johnson, Loyalty360 CEO, Don shares his perspective on the future of customer loyalty, the importance of building programs around customer choice, and how loyalty strategies must evolve to address shifting customer expectations. He also discusses the challenges and opportunities of coalition loyalty in the U.S., the potential for innovation in the automotive sector, and the critical importance of listening to customers and acting on that feedback to build authentic, data-driven relationships. For loyalty professionals, brand leaders, and those shaping customer engagement strategies, this episode offers valuable insights and actionable takeaways to apply in your own programs. 

Send us Fan MailFor many, Applebee’s is more than just your neighborhood bar and grill, it’s a place where lifelong memories are made. Whether it’s a first date, a post-game meal with teammates, or a family gathering, the brand has fostered deep emotional connections with its guests for generations. By focusing on personalization, relevance, and employee engagement, Applebee’s is redefining customer loyalty beyond traditional discounts and rewards. We sat down with Vicki Hormann, the Executive Director of Off-Premise and CRM at Applebee’s, who gave us insight into the return of their Date Night Pass, their loyalty program, and how they’re planning to keep customers engaged in the years to come.  

Send us Fan MailLoyalty programs are undergoing a transformation, driven by shifting consumer expectations, technological advancements, and an increased focus on delivering real value. As brands navigate this evolving landscape, they’re making bold moves to refine, reinvent, and, in some cases, completely overhaul their loyalty strategies. In this installment of Leaders in Customer Loyalty: Industry Voices, we sit down with Mladen Vladic, Head of Products and Services for Loyalty at FIS, to discuss what’s driving this industry-wide shift. From the growing emphasis on non-transactional rewards to the role of AI in shaping personalized customer experiences, Vlad shares key insights on where loyalty is headed in 2025. 

Send us Fan MailWelcome to another Leaders in Customer Loyalty: Executive Spotlight, where we bring you insights from top executives driving innovation and excellence in customer engagement. Today, we’re thrilled to feature Aly Blawat, Senior Director of Customer Strategy at Blain’s Farm and Fleet. She is a seasoned leader in customer loyalty and the driving force behind Blain’s rewards programs, credit card offerings, and customer insights strategy. With over 15 years of experience in the loyalty space, Aly has a deep understanding of what it takes to foster customer advocacy, streamline in-store training, and create meaningful engagement strategies. In this conversation, she shares her approach to aligning loyalty initiatives with business goals, leveraging first-party data to enhance customer experiences, and overcoming the challenge of driving program adoption across diverse customer segments. Beyond her professional expertise, Aly also opens up about leadership lessons learned from her early career in retail management, the challenges of balancing a high-impact career with family life, and her passion for outdoor recreation. Join Loyalty360 CEO Mark Johnson as he explores how Aly is shaping the future of customer loyalty at Blain’s Supply and gain valuable insights into the strategies that are making an impact in today’s evolving retail landscape. 

Send us Fan MailCruises.com has unveiled Cruises.com Rewards, the cruise industry’s first points-based loyalty program, offering travelers the flexibility to earn and redeem points on any cruise booked through their platform. This loyalty program is unique as it enables cruisers to immediately redeem their points for onboard credit, cash back, merchandise, and more, enhancing the overall cruise experience.  Loyalty360 CEO, Mark Johnson, recently sat down with Rosemarie Reed, Senior Vice President of Marketing for cruises.com, who has played a pivotal role in the launch of Cruises.com Rewards. This episode of Brand Stories highlights various key factors in how to create a successful loyalty program and best practices to keeping customers engaged through the program. 

Send us Fan MailAs part of the Leaders in Customer Loyalty: Industry Voices series, we had the opportunity to speak with Alexa Pak, Customer Success Lead of EMEA at Talon.One. Pak brings extensive expertise in helping brands enhance their loyalty programs through strategic innovation and personalization.In this discussion, she shares her insights on key trends that will shape customer loyalty in 2025 and beyond.

Send us Fan MailIn our first Executive Spotlight of the year Loyalty360 CEO Mark Johnson dives into an energizing conversation with Amy Barnett, the Vice President of Digital Experience and Loyalty at Cracker Barrel, as part of the Leaders in Customer Loyalty Series. From spearheading a loyalty program that now drives 30% of Cracker Barrel’s sales to shaping an iconic brand’s transformation in today’s rapidly evolving dining landscape, Amy reveals her playbook for success.This interview is packed with fresh insights on harnessing the "power couple" of first- and third-party data, leveraging generative AI for personalization, and shaking up outdated technology strategies. Plus, Amy shares her career secrets, her passion for mentorship, and the advice she’d give to the next generation of loyalty professionals. Don’t miss this dynamic conversation with one of the industry's most dynamic leaders, she’ll leave you inspired and ready to level up your customer loyalty strategy!

Send us Fan MailCustomer loyalty in the grocery industry is no longer just about discounts and rewards points. It is about creating meaningful connections and offering tangible value in ways that truly resonate. United Supermarkets has embraced this shift by blending gamification, digital engagement, and health-focused initiatives to drive deeper customer loyalty. To explore this strategy, we spoke with Brenda Garcia, Health & Wellness Manager and Registered Dietitian, and Robin Cash, Director of Digital and Loyalty Marketing at United Supermarkets. Their insights reveal how customer expectations are evolving—and how United is staying ahead of the curve.