#469: Leaders in Customer Loyalty: Executive Spotlight Featuring Erik Kapila, Director of Loyalty, Marcus Theatres
Send us a text In this edition of Loyalty360’s Executive Spotlight, we speak with Erik Kapila, Director of Loyalty at Marcus Theatres. With over 25 years of experience spanning CPG, retail, and entertainment, Erik brings a wealth of knowledge in loyalty program strategy, analytics, and customer experience. During this conversation with Mark Johnson, Loyalty360’s CEO, Erik shares his journey from Procter & Gamble and Kimberly Clark to launching loyalty programs at Fleet Farm and Marc...
23 Elo 202522min
#468: Leaders in Customer Loyalty: Anil Mansukhani on the Evolution of MGM Resorts’ Loyalty Program
Send us a text In the world of hospitality and entertainment, where luxury experiences and personalized services are paramount, MGM Resorts International stands out for its ability to blend world-class gaming with immersive experiences. With a portfolio that spans across the globe—from Las Vegas to international markets like China, the United Arab Emirates, and Japan—MGM Resorts has mastered the art of customer loyalty through its innovative MGM Rewards program. At the forefront of this trans...
21 Elo 202536min
#467: Leaders in Customer Loyalty: Brand Story | From Rural Roots to Loyalty Innovation: How Tractor Supply is Driving Deeper Customer Connections
Send us a text With a legacy that spans nearly a century, Tractor Supply Company (TSC) has grown from a humble mail-order catalog to the largest rural lifestyle retailer in North America. With over 2,500 stores across the U.S., including the Tractor Supply brand and pet-specialty retailer Petsense by Tractor Supply, the company continues to evolve—not just in size, but in how it builds meaningful, lasting relationships with its customers. Driving customer loyalty for the brand is Joe Le...
14 Elo 202515min
#466: Leaders in Customer Loyalty: Brand Stories | Blending Tech and Tradition: How Whataburger Builds Loyalty Across Generations
Send us a text From late-night honey butter chicken biscuits to meme-worthy social engagement, Whataburger has cemented itself as a beloved brand with a fiercely loyal fan base. Founded in 1950 by Harmon Dobson in Corpus Christi, Texas, the company was built on a straightforward promise: to serve a burger so big it takes two hands to hold and so good that customers exclaim, "What a burger!" Today, Whataburger is in the midst of a multi-state expansion, combining its storied heritage wit...
7 Elo 202520min
#465: Leaders in Customer Loyalty: Industry Voices | Loyalty Engineering in Action: How Dash Solutions is Revolutionizing Payments to Drive Customer Engagement
Send us a text In the current world of customer loyalty, payments and incentives are no longer just transactional, they are foundational elements that shape how customers feel about a brand. For Vince Chiofolo, Senior Vice President of Revenue Strategy at Dash Solutions, the future of loyalty lies in marrying seamless payments with meaningful engagement. “You can have the best product, service, and price,” Chiofolo explains, “but the payment experience should also be best-in-class.” &nb...
5 Elo 202526min
#464: Leaders in Customer Loyalty Brand Story: Scooter's Coffee Builds Momentum with a Loyalty Program Redesign That Prioritizes Experience, Flexibility, and Speed
Send us a text Mitch Walden, Senior Director of Digital and Loyalty at Scooter's Coffee, isn’t just overseeing a rewards program—he’s steering a loyalty transformation rooted in long-term growth, customer-centric innovation, and operational alignment. With nearly three decades of experience spanning e-commerce, CRM, and digital strategy, Walden brings a cross-disciplinary lens to an industry that is evolving as rapidly as consumer preferences. Founded in Bellevue, Nebraska, in 1998, Scooter’s...
31 Heinä 202534min
#463: Leaders in Customer Loyalty: Brand Story | Empowering Progress: Echelon’s Member-First Approach to Fitness, Loyalty, and Innovation
Send us a text In an industry where innovation is often measured by specs and screen size, Echelon is taking a different approach—one rooted in accessibility, adaptability, and authentic member connection. As the fitness technology brand expands its AI capabilities and scales its omnichannel footprint, it remains firmly committed to one mission: supporting people on their fitness journey, whatever that may look like. For John Santo, Co-Founder and Chief Product & Technology Officer, custo...
24 Heinä 202540min
#462: 2025 State of Customer Loyalty Report (Part 2) | Leaders in Customer Loyalty: The CEO's Desk
Send us a text Inside the 2025 State of Customer Loyalty Report: Part 2 | CEO’s Desk with Mark Johnson Welcome back to The CEO’s Desk with Loyalty360 CEO Mark Johnson! In Part 2 of our deep dive into the 2025 State of Customer Loyalty Report, we explore how brands are operationalizing loyalty, building internal alignment, and translating strategy into measurable business impact. What’s behind the drop in personalization as a strategic priority—even as it's still the top area of program enha...
21 Heinä 202516min
