Loyalty360 Podcast

Send a text In the latest edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Rachel Masocol, Director of Digital Marketing and Ecommerce for Jollibee Group, North America, about how the company’s rapid growth and loyalty program redesign are driven by increasing digital engagement.  Jollibee has always been about more than just chicken—despite being voted America’s number one fast-food fried chicken two years in a row by USA Today. What began as a small ice cream parlor in the Philippines, founded by Tony Tan Caktiong, has grown into one of the fastest-growing quick-service restaurant brands in the world. 

Send a text As loyalty programs look toward 2026, few categories are under more pressure to evolve than travel. Shifting consumer expectations, accelerating AI adoption, and rising demands for immediacy are forcing brands to rethink how loyalty shows up, not just at booking, but throughout the entire journey.  In this Supplier Voices conversation, Nowell Outlaw, Chief Executive Officer of Switchfly, shares how AI-driven planning, real-time relevance, and emotional engagement are reshaping what effective travel loyalty looks like, and where many programs still struggle to keep pace. 

Send 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. 

Send 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. 

Send 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. 

Send 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.

Send 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. 

Send 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.  

Send 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. 

Send 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. 

Send a text As brands look ahead to 2026, loyalty programs are evolving beyond transactions toward deeper emotional connection, relevance, and trust. Shifting consumer expectations and broader uncertainty are accelerating this change.  We recently spoke with Hayley Hanel, Senior Manager of Strategic Consulting at Kobie, who shared how growing unease around social, political, and economic change is reshaping loyalty strategies and elevating the role of community and belonging.

Send us a text Known for its irreverent attitude, unstoppable energy, and Seattle-style teriyaki bowls, Teriyaki Madness has always taken its food, but never itself, seriously. Founded in 2003 by friends who wanted to bring Seattle’s teriyaki culture to Las Vegas, Teriyaki Madness was purchased by its current CEO, Michael Haith, in 2016.  Now headquartered in Denver, Colorado, the self-proclaimed “scrappy brand,” uses digital innovation to transform a fast casual dining concept from 30 shops, into a national brand of nearly 200 locations.  Mark Johnson, CEO of Loyalty360, spoke to Jodi Boyce, Chief Marketing Officer of Teriyaki Madness, about the innovative steps the company used to build the brand and a loyalty program of nearly one million members. 

Send us a text Blings, a global company headquartered in New York, New York, is using patented AI-powered MP5 technology to help companies create personalized, interactive videos that connect with customers in real-time. The platform pulls in live data to create each video and customize loyalty offers and gamified experiences, engaging customers and boosting conversion for clients.  Loyalty 360 spoke with Yonatan Schreiber, CEO and co-founder of Blings, about how this AI-powered personalized video is reshaping loyalty programs and customer experience. 

Send us a text For more than 30 years, Toppers Pizza has gone beyond crafting inventive, high-quality pizzas to delivering an experience that keeps guests coming back time and time again. With 60 stores across 14 states, the Wisconsin-based chain has built a loyal following thanks to its fun, late-night-friendly menu, fresh ingredients, and a focus on community connection. The brand has become a fan favorite among college students, young professionals, and anyone looking for a unique pizza experience.   In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Mac Malchow, Vice President of Marketing and Development at Toppers Pizza, about how the brand builds loyalty by rewarding customers, delivering standout experiences, and staying deeply connected to the communities it serves. 

Send us a text Collinson International, a privately-owned provider of global travel and customer loyalty programs, doesn’t offer your run-of-the-mill airport experience. Instead of being squeezed in plastic seating, knee to knee with fellow travelers in the main concourse, the company provides a premium airport lounge experience with a range of amenities.   Loyalty360 spoke with Jeremy Dalkoff VP of Partnerships and Travel Experiences at Collinson International, the operator of the popular Priority Pass, on how the company delivers a high-end, seamless, stress-free experience for travelers at more than 1,800 airport lounges worldwide. 

Send us a text Loyalty360 spoke with Mike Donini, Senior Buyer at Maritz, one of the largest full-service incentive and loyalty partners in North America.  Maritz began in 1894 as a family-run wholesaler and manufacturer of fine jewelry and watches. During the Great Depression, Maritz pivoted its business to generate income, selling its merchandise to businesses as sales and service awards. The new direction kept it afloat and launched the beginning of what we know today as the incentive industry.   Today, Maritz designs and delivers large-scale solutions in the areas of channel engagement, consumer loyalty and employee rewards, as well as meetings and events, and automotive solutions. Maritz works with Fortune 500 organizations in industries including finance, shipping and delivery, hospitality, and airlines to design and fulfill loyalty and incentive programs, from program design and operations to purchasing and fulfillment. 

Send us a text Long after most bakeries close, Insomnia Cookies comes to life, satisfying the late-night cravings of students and sweet-tooth fans alike. Founded in 2003 in a University of Pennsylvania dorm room, the brand has transformed a simple idea into a full-fledged movement, growing to more than 350 locations globally and earning millions of devoted fans worldwide.  In a recent conversation, Loyalty360 CEO Mark Johnson spoke with David Salama, Chief Digital Officer at Insomnia Cookies, about how the brand is using digital innovation and a redesigned loyalty program to turn transactions into touchpoints, and fans—which the brand calls its ‘Insomniacs’— into a thriving community. By blending technology and creativity, Insomnia Cookies continues to prove that emotional loyalty can be just as powerful (and satisfying) as the perfect chocolate chip cookie. 

Send us a text How do your customers honestly feel about your brand? Are they just interested in discounts, or do they really believe your brand cares about what they think, buy, and experience when they shop with you? Are there strategic moves your company can make to create a stronger, more lasting relationship with both customer loyalty program members and non-members alike?  Mark Johnson, CEO of Loyalty360, spoke with Denise Holt, SVP and Head of Strategy, Experience & Research at Phaedon on ways to cultivate an emotional brand connection with today’s value-conscious consumers.  

Send us a text As customer expectations shift and loyalty programs across industries evolve, Carnival Cruise Line is setting a new course for what engagement can look like at sea. Building on over 50 years of guest passion and brand recognition, the company is introducing an entirely new loyalty framework that mirrors the sophistication of leading airline and hotel programs, while keeping the fun, inclusive spirit that defines the Carnival experience.  At the helm of this transformation is Sidharth Krishna, Vice President of Loyalty, who brings deep expertise from the airline industry and a clear vision for the future of cruising: one where guests can earn, engage, and celebrate loyalty in more ways than ever before. 

Send us a text In this episode of Leaders in Customer Loyalty: Industry Voices, Loyalty360’s Ethan Perry sat down with Chris Jones, Senior Vice President of Engagement Solutions at ITA Group, to explore how brands are translating emotional loyalty from an abstract concept into a measurable driver of business growth.  As a returning guest, Jones expanded on themes from his previous conversation, sharing findings from ITA Group’s latest research on emotional connection and how it amplifies the impact of value and ease within loyalty programs.