Leaders in Customer Loyalty: Brand Stories | How Simon Is Redefining Loyalty in Shopping Centers
Send us 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 ex...
5 Feb 42min
Leaders in Customer Loyalty: Brand Stories | Hilton Builds Loyalty Through Flexibility, Recognition, and Human-Centered Travel
Send us 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 bra...
29 Jan 33min
Leaders in Customer Loyalty: Supplier Voices | How Phaedon Sees Loyalty Evolving from Programs to Personal Systems in 2026
Send us 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 a...
27 Jan 36min
Leaders in Customer Loyalty: Brand Stories | Papa Murphy’s “Take and Bake” Pizza Reinvents Customer Engagement & Loyalty
Send us 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 ...
22 Jan 33min
Leaders in Customer Loyalty: Supplier Voices | Capillary on Loyalty Trends Shaping 2026
Send us 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 20...
20 Jan 30min
Leaders in Customer Loyalty: Brand Stories | CAVA Blends Bold Mediterranean Flavors with Experience, Innovation, and Outstanding Service
Send us 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 s...
15 Jan 27min
Leaders in Customer Loyalty: Industry Voices | Bounteous on the Shifts Redefining Customer Loyalty
Send us 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 t...
13 Jan 28min
Leaders in Customer Loyalty: Brand Story | A Century of the Crave: White Castle's Recipe for Retaining Loyal Fans for 105 Years
Send us 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.
8 Jan 26min
