Leaders in Customer Loyalty, Powered by Loyalty360

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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.

  1. Leaders in Customer Loyalty: Brand Stories | How Simon Is Redefining Loyalty in Shopping Centers

    2D AGO

    Leaders in Customer Loyalty: Brand Stories | How Simon Is Redefining Loyalty in Shopping Centers

    Send us a text Customer loyalty has become a cornerstone of modern brand strategy, but for shopping center owners, it has never been a simple equation. Without control of the point of sale and with thousands of independent retailers operating under one roof, building a cohesive loyalty program  presents challenges most consumer brands never face.  That tension is what ultimately shaped Simon+™: a loyalty program built to reflect how people shop today, across stores, channels, and experiences. In a recent conversation, Enna Allen, Senior Vice President of Marketing at Simon shared how Simon is re-thinking loyalty for a nontraditional category and why flexibility, collaboration, and value are essential to making the program work.

    42 min
  2. Leaders in Customer Loyalty: Brand Stories | Hilton Builds Loyalty Through Flexibility, Recognition, and Human-Centered Travel

    JAN 29

    Leaders in Customer Loyalty: Brand Stories | Hilton Builds Loyalty Through Flexibility, Recognition, and Human-Centered Travel

    Send us a text For more than a century, Hilton has been shaping how people experience hospitality. Today, the company spans 26 brands, 9,000 properties, and 141 countries and territories, yet its loyalty strategy remains grounded in a simple idea: make travelers feel seen, valued, and supported at every stage of their journey.  In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Brad Anderson, Vice President of the Hilton Honors program, about how the brand continues to evolve loyalty in an increasingly complex and expectation-driven travel landscape.

    34 min
  3. Leaders in Customer Loyalty: Supplier Voices | How Phaedon Sees Loyalty Evolving from Programs to Personal Systems in 2026

    JAN 27

    Leaders in Customer Loyalty: Supplier Voices | How Phaedon Sees Loyalty Evolving from Programs to Personal Systems in 2026

    Send us a text As loyalty leaders look toward 2026, the conversation is shifting away from feature sets and toward fundamentals: trust, relevance, and human connection. While artificial intelligence is accelerating what brands can do with data and personalization, it is also forcing a reassessment of what customers actually value in their relationships with brands.  In a recent conversation with Denise Holt, Senior Vice President and Head of Strategy, Experience, Research, and Insights at Phaedon, and Emily Merkle, Senior Vice President of Analytics and Data Science, they shared their thoughts about how brands are recalibrating loyalty strategies after a year of rapid experimentation, and what that means for the future of customer engagement.  Rather than viewing loyalty as a standalone program, both leaders argue the next phase of loyalty will be defined by systems that adapt to individual preferences, empower human interaction, and deliver value quickly and transparently.

    36 min
  4. Leaders in Customer Loyalty: Brand Stories | Papa Murphy’s “Take and Bake” Pizza Reinvents Customer Engagement & Loyalty

    JAN 22

    Leaders in Customer Loyalty: Brand Stories | Papa Murphy’s “Take and Bake” Pizza Reinvents Customer Engagement & Loyalty

    Send us a text Papa Murphy’s has sliced out a unique position in the crowded pizza category with a simple yet transformative idea: pizzas made fresh in-store, taken home, and baked by the customer. With more than 1,000 locations across the U.S., including franchise-owned stores, the brand continues to differentiate through both product and experience.  Loyalty360 recently spoke with Jason Focht, Vice President of Digital Marketing, about the uniqueness of the take-and-bake model and the launch of the redesigned MySlice Rewards loyalty program. Both lend themselves well to motivating customer engagement and creating loyalty.

    34 min
  5. Leaders in Customer Loyalty: Supplier Voices | Capillary on Loyalty Trends Shaping 2026

    JAN 20

    Leaders in Customer Loyalty: Supplier Voices | Capillary on Loyalty Trends Shaping 2026

    Send us a text Loyalty programs aren’t failing because they lack features: they’re failing because customers don’t feel value fast enough. As consumer budgets tighten and expectations accelerate, patience has become one of the scarcest resources brands contend with. Loyalty is no longer judged by what it promises over time, but by how quickly it proves its worth.  We spoke with Don Smith, Global Chief Consulting Officer at Capillary, about what that shift means for loyalty strategy in 2026, and why speed, relevance, and emotional connection are now deeply intertwined.

    30 min
  6. Leaders in Customer Loyalty: Brand Stories | CAVA Blends Bold Mediterranean Flavors with Experience, Innovation, and Outstanding Service

    JAN 15

    Leaders in Customer Loyalty: Brand Stories | CAVA Blends Bold Mediterranean Flavors with Experience, Innovation, and Outstanding Service

    Send us a text As one of the fastest-growing fast-casual brands, Mediterranean eatery, CAVA, was founded in 2010 as a full-service restaurant. The company’s goal is to make delicious food that customers feel good about buying and eating. Today, the company has grown substantially, with more than 400 restaurants in 28 states across the country.  In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Andy Rebhun, Chief Experience Officer for CAVA, about the secret to this brand’s dramatic growth strategy.

    28 min
  7. Leaders in Customer Loyalty: Industry Voices | Bounteous on the Shifts Redefining Customer Loyalty

    JAN 13

    Leaders in Customer Loyalty: Industry Voices | Bounteous on the Shifts Redefining Customer Loyalty

    Send us a text As brands enter 2026, loyalty strategies are being reshaped by economic pressure, rapidly shifting consumer expectations, and the accelerating role of technology. Rising costs, tighter margins, and changing audience behaviors have forced organizations to rethink how they create value that’s not just through rewards, but through relevance, ease, and emotional connection.  We recently spoke with Ellen Green, Vice President of Loyalty Strategy at Bounteous, about the forces that most influenced loyalty strategy in 2025 and how those lessons are shaping what comes next. From time-to-value and personalization to AI readiness and organizational alignment, Green outlined why loyalty is no longer a standalone program, but a relationship-driven capability embedded across the enterprise.

    29 min
  8. Leaders in Customer Loyalty: Brand Story | A Century of the Crave: White Castle's Recipe for Retaining Loyal Fans for 105 Years

    JAN 8

    Leaders in Customer Loyalty: Brand Story | A Century of the Crave: White Castle's Recipe for Retaining Loyal Fans for 105 Years

    Send us a text White Castle’s loyal fan base has kept America’s “first fast-food hamburger chain” in business for nearly 105 years. What makes this brand still appeal to consumers and continue to expand, especially when other chains struggle to keep the doors open?    Loyalty 360 spoke with Jamie Richardson, Vice President of Marketing and Public Relations at White Castle, on the brand’s longevity and its loyalty program, known as Craver Nation Rewards.

    27 min
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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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