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 Coo...

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 a...

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 ...

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...

Send us a text When you walk into a Newk’s Eatery, you’re greeted by the warmth of an open kitchen, the sound of sizzling steak and shrimp on the grill, and the fresh aroma of house-made salad dressings crafted from scratch. Founded in 2004, Newk’s has carved out its place in the fast casual dining space by staying true to two core principles: hospitality and freshness. Every detail, from the open kitchen to the made-from-scratch recipes, is designed to make guests feel welcome and cared for....

Send us a text Every traveler knows the paradox of modern flight: one moment you’re gliding through security and boarding early; the next, you’re navigating delays, lost bags, or crowded lounges. The difference between frustration and delight often comes down to how a brand manages those moments. In an era where expectations evolve faster than itineraries, emotional loyalty is forged not by luxury, but by reliability and relevance. In this episode of Leaders in Customer Loyalty: Industr...

Send us a text In the latest edition of Loyalty360’s Leaders in Customer Loyalty: Brand Stories series, Tara Roth-Sterger, Senior Loyalty Program Manager at MANSCAPED, shared insights into the brand’s journey and its customer-first approach. Founded in 2016 by Paul Tran, MANSCAPED has grown from a men’s below-the-waist grooming company into a global leader in men’s personal care, expanding into beard, skincare, and grooming products. Tara discussed the launch of the brand’s new Members Only R...

Send us a text Step into Moe’s Southwest Grill and the first thing you’ll hear is the signature shout: “Welcome to Moe’s!” As part of the GoTo Foods platform company, Moe’s taps into enterprise resources in technology, culinary innovation and guest insights that help the brand translate flavorful energy into long-term loyalty. But what really keeps guests coming back isn’t just the burritos, bowls and queso, it’s the energy, the personality and the way the brand makes loyalty feel fresh and f...

Send us a text For more than a century, Hasbro has been a household name in toys and games, with a portfolio spanning over 1,500 intellectual properties, from childhood classics like Candy Land to iconic titles like Monopoly and Clue. But in today’s entertainment landscape, nostalgia alone isn’t enough. To thrive, the brand has leaned into partnerships, fandom, and digital innovation that bring their intellectual properties to life in new and engaging ways. Lindsey Camell, Head of Partn...

Send us a text In this Executive Spotlight, Loyalty360 CEO Mark Johnson speaks with Amanda Mitchell, Head of Loyalty at Petro-Canada, proudly owned by Suncor, Canada’s leading integrated energy company. With nearly 20 years of experience, Mitchell brings a seasoned perspective on how loyalty can transform a commodity-driven industry. Overseeing Petro-Points, a program with more than 4 million active members across 1,600 retail fuel locations, she shares insights on the unique dynamics ...

Send us a text For decades, car rental has been viewed as a transactional necessity. Simply a checkpoint on the travel journey rather than a meaningful part of it. Beth Gibson, Vice President, Avis First, sees that as a missed opportunity. With the recent launch of Avis First, she’s leading a bold initiative to shift perceptions and elevate expectations, introducing a first-of-its-kind rental experience built around convenience, care, and concierge-level service. Available to all travel...

Send us a text In a time when restaurant brands are redefining what value and connection mean to their guests, McAlister’s Deli is standing out by blending purpose-driven hospitality with operational precision and digital intelligence. In this edition of Leaders in Customer Loyalty: Brand Stories, we sat down with Danielle Porto Parra, Chief Brand Officer at McAlister’s Deli, to explore how the brand is weaving emotional branding, personalized loyalty, and a culture of hospitality into ...

Send us a text Travel can be magical, or it can be chaotic. As Mark Johnson, CEO of Loyalty360, noted at the start of this episode of Industry Voices, “The higher your expectations, the more likely something is to go sideways. And when it does, everyone from the airlines to the Online Travel Agencies (OTAs) finds themselves in the hot seat.”  To explore how brands can turn that chaos into opportunity, Mark sat down with Jamie Perry, President of Paisly, the newly rebranded travel subsid...

Send us a text In a rapidly evolving telecommunications landscape, where customer choice and switching costs continue to shift, TELUS is rising above the noise. As Canada’s fastest-growing national telco, TELUS is redefining what it means to maintain loyalty—not just through connectivity, but by embedding value into every facet of the customer experience. In this edition of Leaders in Customer Loyalty: Brand Stories, Loyalty360 spoke with Jacob Pullia, who leads the national TELUS Rewa...

Send us a text Sephora has long been recognized as a leader in prestige beauty retail. Founded in France in the late 1960s, the brand introduced its now-famous open-selling concept that allowed shoppers to browse freely and test products across brands. Something unheard of in department store beauty counters of the time. When Sephora opened its first U.S. store in New York’s Soho district in 1998, the concept was still relatively unknown. “Back then, few people knew who we were, and many bran...

Send us a text For over 120 years, ExxonMobil has been a trusted name in Egypt, offering high-quality lubricants and fuels through a vast network of more than 400 service stations and 250 Mobile One Centers. But as customer expectations evolve and convenience becomes king, ExxonMobil Egypt is leaning into customer loyalty as a competitive differentiator—transforming service stations from utilitarian fueling points into lifestyle destinations. In this edition of Loyalty360’s Leaders in C...

Send us a text In this episode of The CEO’s Desk, Loyalty360 CEO Mark Johnson shares insights on the evolving role of brand partnerships in customer loyalty. From high-profile collaborations like Ulta & Target to innovative programs from MGM, JetBlue, and Walmart, Mark unpacks what’s working, what’s not, and how brands can evaluate partnerships for true mutual value. Discover the biggest challenges—technology integration, co-marketing, ROI alignment—and hear predictions for how partnershi...

Send us a text In an era where personalized experiences are rapidly becoming the cornerstone of customer loyalty, Steven Galanis and the team at Cameo are creating new opportunities for fans to engage with their favorite talent. As CEO and co-founder, Galanis has spearheaded a unique business that blends entertainment, technology, and loyalty innovation. "Cameo is a marketplace where you can book personalized video messages from tens of thousands of the most interesting people in pop cu...

Send us a text When Jay Jhun joined Church’s Texas Chicken® three years ago, he stepped into a 73-year old legacy brand with a fiercely loyal guest base—but without a formal loyalty program in place. What followed was a fast-paced, ground-up effort to create a digital and loyalty ecosystem that could serve both the brand’s long-standing values and its evolving customer expectations. Today, Jhun leads loyalty and digital strategy for the brand as Senior Director, and in less than a year since ...

Send us a text In this edition of Leaders in Customer Loyalty: Industry Voices, Loyalty360’s Ethan Perry spoke with Jim Sturm, President of North America at Capillary Technologies, about the company’s aggressive growth strategy, its differentiators in the crowded loyalty technology marketplace, and how artificial intelligence is reshaping loyalty programs for 2025 and beyond.