Leaders in Customer Loyalty, Powered by Loyalty360

Loyalty360
  • 4.5 (4)
  • MANAGEMENT
  • UPDATED WEEKLY

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 Schlotzsky’s Deli is Returning to its Roots While Also Focusing on the Future

    2D AGO

    Leaders in Customer Loyalty: Brand Stories | How Schlotzsky’s Deli is Returning to its Roots While Also Focusing on the Future

    Send us Fan Mail It was in McAllen, a small town just over 300 miles from Austin, where Donna Varner had a revelation about her new employer. Varner had been hired by Schlotzsky's Deli as Chief Brand Officer, and one of her first tasks was to lead the deli franchise through a rebranding effort.   While trying to get back to Schlotzsky’s home base in Austin one day, a storm in Texas led to canceled flights, and so Varner and a handful of other people decided to carpool there together instead. After telling her fellow passengers where she worked while passing through McAllen, something stuck out to her: All of them referred to Schlotzsky’s as Schlotzsky’s Deli.   Although the company had dropped Deli from its name during a previous rebranding, Varner realized how important it remained to its identity among its longtime customers.   “Every single person in that car knew Schlotzky's because they were Texans. But they all called it Schlotzsky’s Deli,” Varner said. “So, one of the things that we found out is even though the brand has had a lot of names and we've dropped deli over the years, we still had a deli heritage.”  Loyalty360 spoke to Varner about her rebranding strategy, how the company continues to innovate its loyalty program, and the challenge of attracting a younger generation of diners, while continuing to deliver the service and menu that its most devoted customers expect.

    33 min
  2. Leaders in Customer Loyalty: Brand Stories | How Deutsche Telekom AG Is Expanding Loyalty Beyond Telecom

    APR 16

    Leaders in Customer Loyalty: Brand Stories | How Deutsche Telekom AG Is Expanding Loyalty Beyond Telecom

    Send us Fan Mail For most consumers, telecom is largely invisible. It powers everyday moments, streaming, messaging, navigation, but rarely commands attention. When it does, expectations are straightforward: reliable service, fair pricing, and a seamless experience.  For Deutsche Telekom AG, meeting those expectations is only part of the equation. The company is focused on extending its role beyond connectivity, building a model where it becomes a meaningful part of customers’ daily lives through added value and relevance.  Loyalty360 spoke with Arnab Goswami, VP of Customer Engagement and Partnerships, about how Deutsche Telekom is rethinking loyalty through its Magenta Moments program, creating a partner-driven ecosystem, and scaling a unified experience across diverse markets.

    44 min
  3. Leaders in Customer Loyalty: Brand Stories | How PNC Is Rethinking Loyalty in Banking

    APR 9

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

    Send us Fan Mail 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.

    33 min
  4. #518: Leaders in Customer Loyalty: Brand Stories | Reigniting the Experience: How P.F. Chang’s Is Redefining Loyalty Through Status, Access, and Experience

    APR 2

    #518: Leaders in Customer Loyalty: Brand Stories | Reigniting the Experience: How P.F. Chang’s Is Redefining Loyalty Through Status, Access, and Experience

    Send us Fan Mail For many consumers, dining out isn’t just about the food. It’s about the occasion. A birthday celebration. A long-overdue dinner with friends. A familiar favorite that brings back memories of why you fell in love with a brand in the first place.  For P.F. Chang’s, those moments have always been part of its identity. Known for its Pan-Asian cuisine, distinctive ambiance, and shareable dining experiences, the brand has built its reputation on delivering more than just a meal. But as guest expectations evolve and competition intensifies, P.F. Chang’s is taking a fresh look at how it creates value, drives loyalty, and brings customers back through its doors.  Loyalty360 spoke with Holly Smith, Chief Marketing Officer at P.F. Chang’s, about how the brand is balancing its legacy with innovation, rethinking its loyalty program, and leaning into experience as a core differentiator.

    29 min
  5. #517: Leaders in Customer Loyalty: Supplier Voices | Mobile Loyalty in Motion: How Messaging Platforms Are Reshaping Customer Engagement

    MAR 31

    #517: Leaders in Customer Loyalty: Supplier Voices | Mobile Loyalty in Motion: How Messaging Platforms Are Reshaping Customer Engagement

    Send us Fan Mail For many brands, the future of customer loyalty is increasingly unfolding on mobile phones. Mobile engagement platforms are quickly becoming central to how brands build relationships, deliver timely value, and personalize experiences at scale.  As loyalty programs evolve from transactional reward systems to continuous engagement ecosystems, mobile messaging is emerging as one of the most effective ways to maintain that connection. Alex Campbell, CIO and co-founder of Vibes, a mobile engagement platform, believes the shift reflects a broader change in how consumers interact with brands in a digital-first environment.

    29 min
  6. #516: Leaders in Customer Loyalty: Brand Stories | Getting Customers Back on the Road: How Advance Auto Parts Is Redesigning Loyalty Around Value and Simplicity

    MAR 26

    #516: Leaders in Customer Loyalty: Brand Stories | Getting Customers Back on the Road: How Advance Auto Parts Is Redesigning Loyalty Around Value and Simplicity

    Send us Fan Mail For most consumers, auto parts aren’t something they think about until something goes wrong. A dead battery before work. Worn brakes before a long trip. An unexpected repair that can’t wait.  In those moments, the expectation is simple: get what you need, quickly, confidently, and at a fair value. For Advance Auto Parts, that reality has shaped its business for more than 90 years, now driving a renewed approach to customer loyalty.  As the automotive aftermarket evolves and economic pressures heighten sensitivity to value, the company is rethinking how loyalty programs can better serve both professional customers and everyday drivers.  Loyalty360 spoke with Bruce Starnes, Executive Vice President and Chief Merchant at Advance Auto Parts, about the company’s recent rewards program launch, which focuses on simplifying and modernizing its loyalty strategy, listening more closely to customers, and delivering meaningful value without added friction.

    37 min
  7. #515: Leaders in Customer Loyalty: Brand Stories | Redefining Laundry Convenience: How Tide Services Is Simplifying Loyalty and Care

    MAR 19

    #515: Leaders in Customer Loyalty: Brand Stories | Redefining Laundry Convenience: How Tide Services Is Simplifying Loyalty and Care

    Send us Fan Mail Laundry is one of life’s most universal routines, something every household manages, yet few people genuinely enjoy. For Tide, long recognized for its leadership in laundry products, that everyday challenge has become an opportunity to rethink how garment care services can deliver convenience, care, and loyalty.  Through Tide Services, a subsidiary of Procter & Gamble, the brand has expanded beyond detergents into service concepts designed to simplify laundry. With more than 200 franchised Tide Cleaners locations and a growing number of tech-enabled Tide Laundromat sites, the company is exploring how technology, personalization, and loyalty can transform a routine household task into a more engaging experience.  Loyalty360 spoke with Mike Trozzo, Vice President of Product and Innovation at Tide Services, about how the company is evolving laundry services through technology, data insights, and a simplified loyalty strategy.

    40 min
  8. #514: Leaders in Customer Loyalty: Supplier Voices | Inside Hightouch’s Perspective on the Data, AI, and Lifecycle Shifts Reshaping Loyalty in 2026

    MAR 17

    #514: Leaders in Customer Loyalty: Supplier Voices | Inside Hightouch’s Perspective on the Data, AI, and Lifecycle Shifts Reshaping Loyalty in 2026

    Send us Fan Mail As brands enter 2026, loyalty is being reshaped by a blunt reality: customer acquisition costs keep climbing, and retention is now a core growth lever. Loyalty programs are no longer viewed as optional perks or promotional add-ons. They’re becoming strategic moats, powered by first-party data, lifecycle marketing, and increasingly, AI-enabled decisioning.  We recently spoke with Luke Kline, Founding Marketer at Hightouch and author of the Lifecycle Leaders newsletter, about how loyalty strategies are evolving in response to rising costs, changing consumer expectations, and the accelerating pace of marketing technology.

    39 min
See All (521)

Ratings & Reviews

4.5
out of 5
4 Ratings

About

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.

Information

You Might Also Like