What We're Seeing and Hearing: August 26, 2024

08/26/24 • 9 min

Leaders in Customer Loyalty, Powered by Loyalty360

In this week's Loyalty360 What We're Seeing and Hearing, we dive into the ongoing discussions and trends shaping the customer loyalty industry. Key topics include the importance of training and socialization within loyalty programs and the latest insights from our peer group discussions.
Highlights:

Training and Socialization: We explore the critical need for effective training in loyalty programs, focusing on recent discussions and insights from Stop & Shop’s Per Jenson’s impactful July session.

Listen to Stop & Shop's discussion here.
Trends Discussed:

Brand Refreshing: Leveraging customer loyalty programs to enhance brand experience.
Employee Engagement: Identifying passionate advocates and improving internal understanding of loyalty programs.
Metrics and Training: Emphasizing the use of data to align sales incentives and exploring the effectiveness of bite-sized training.
Upcoming Digital Roundtables: Join us August 27th at 12pm as Amy Barnett from Cracker Barrel shares strategies on brand transformation and loyalty ecosystem advancements.

More information here.
About the series:
Loyalty360’s videocast is “What We're Seeing and Hearing,” a weekly summary of trends, insights, and best practices that our team is hearing directly from leading brands — both member and non-members — as well as from supplier partners.
Many details in “What We Are Hearing” will be high-level and often anonymous to provide an open dialogue for those telling Loyalty360 their story. As a trusted advisor to the customer experience and the customer loyalty market, we see a significant amount of impactful and challenging scenarios in the market. This is Loyalty360’s way of bringing this inside information to the market in a timely and concise manner that others can learn from.

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Training and Socialization: We explore the critical need for effective training in loyalty programs, focusing on recent discussions and insights from Stop & Shop’s Per Jenson’s impactful July session.

Listen to Stop & Shop's discussion here.
Trends Discussed:

Brand Refreshing: Leveraging customer loyalty programs to enhance brand experience.
Employee Engagement: Identifying passionate advocates and improving internal understanding of loyalty programs.
Metrics and Training: Emphasizing the use of data to align sales incentives and exploring the effectiveness of bite-sized training.
Upcoming Digital Roundtables: Join us August 27th at 12pm as Amy Barnett from Cracker Barrel shares strategies on brand transformation and loyalty ecosystem advancements.

Previous Episode

#389: Giant Food: Enhancing the Customer Experience by Leveraging a Powerful Digital Loyalty Program and Prioritizing Personalization

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Driving customer loyalty can be a difficult task in the best economic times. As the year moves forward, economic headwinds are impacting a significant number of customers in varied ways.

One of the industries most impacted is grocery, as customers continue to look for value. Many grocers seek to increase their assortment of private label and store brands to bring that value to customers while strengthening the bottom line. There are challenges and opportunities in doing so—navigating changes, educating customers, and working with consumer packaged goods (CPG) companies.

These challenges are being deftly handled by Ryan Draude, Head of Omnichannel Loyalty at Giant Food. The award-winning Giant Flexible Rewards® program was configured by Draude, and he continues to administrate it. In this interview with Loyalty360, Draude shares what he is seeing within the grocery industry.
Watch the full interview here.
Read the feature on Loyalty360 here.

Next Episode

#390: David’s Bridal: Cultivating the Next Generation of Customers by Prioritizing Emotional Loyalty Efforts

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Emotional loyalty is one of the most important facets of customer loyalty. Understanding what drives it and being able to leverage it throughout all the brand touchpoints is important—and extremely challenging.

David’s Bridal focuses on supporting the moments that matter to its customers. The brand endeavors to help customers enjoy these deeply emotional experiences and has developed holistic loyalty programs such as David’s Bridal Diamond and Diamond High to address the opportunities before them.

In this podcast, Loyalty360 CEO Mark Johnson talks to Dave Feldman, Chief Marketing Officer at David’s Bridal, about the brand’s loyalty programs and offerings. Feldman also touches on how providing customers with incredible value helps make the process of planning for “once-in-a-lifetime” events as stress-free as possible, as well as how a focus on next generation customer loyalty supports Diamond High and, ultimately, Diamond loyalty.

Leaders in Customer Loyalty, Powered by Loyalty360 - What We're Seeing and Hearing: August 26, 2024

Transcript

Speaker 100:00:05.748

Good afternoon , hope everyone's well . Welcome back to what we're Seeing , what we're Hearing . This is the update for August 2024 . This will serve as a recap for members of Loyalty360 as to some of the things that we discussed within the community for the previous week , and we'll also be addressing one-off topics as well , pertaining to customer channel and brand loyalty . These