#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 Jul 40min
#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 Jul 16min
#461: Leaders in Customer Loyalty: Brand Story | From Coffee to AI: Inside EG America's Bold Loyalty Overhaul
Send us a text EG America is reshaping how convenience stores engage with their customers. As the fourth-largest chain in the U.S., with familiar brands like Cumberland Farms, Turkey Hill, and Fast Track, it’s leading the charge in integrating technology and personalization into its loyalty strategy. At the helm of this transformation is Whitney Johnson, Senior Vice President of Marketing, who is redefining the company’s approach to customer loyalty by blending AI-driven insights with hyper-l...
17 Jul 34min
#460: 2025 State of Customer Loyalty Report (Part 1) | Leaders in Customer Loyalty: The CEO's Desk
Send us a text How Customer Loyalty Is Shifting in 2025 | CEO’s Desk with Mark Johnson In this episode of The CEO’s Desk, Loyalty360 CEO Mark Johnson unpacks key insights from the 2025 State of Customer Loyalty Report, including year-over-year trends, strategic shifts, and executive sentiment around loyalty programs. Why did the number of brands planning loyalty program overhauls drop from 79% in 2024 to 64% in 2025? What’s driving a 10-point increase in executive support for loyalty? What ...
14 Jul 14min
#459: Leaders in Customer Loyalty: Brand Story | How Merz Aesthetics Elevates Loyalty by Keeping it Simple, Rewarding, and Human-Centered
Send us a text For Merz Aesthetics, customer loyalty is more than a marketing initiative; it’s a guiding philosophy that influences every aspect of the brand’s identity and operations. As a global medical aesthetics company with a strong family-owned heritage, Merz Aesthetics places deep emphasis on building trust and delivering meaningful experiences that resonate with both healthcare providers and patients. In a category where confidence and care intersect, the company recognizes that loyal...
10 Jul 30min
#458: Leaders in Customer Loyalty: Industry Voices | Dr. JR Slubowski of Kobie on Emotional Loyalty, Harnessing Data and Creating Extreme Loyalists
Send us a text In this edition of Loyalty360's Leaders in Customer Loyalty: Industry Voices, we sat down with Dr. JR Slubowski, Vice President of Consulting and Research Center of Excellence Lead at Kobie, to discuss the state of customer loyalty, the evolution of loyalty strategies, and the frameworks shaping the industry today. With decades of experience and a front-row seat to cross-industry innovation, Dr. Slubowski shared insight into the emotional drivers of loyalty, Kobie’s unique appr...
8 Jul 24min
#457: Leaders in Customer Loyalty: Brand Stories | California Cool, Loyalty-Driven: Inside CPK’s Brand Rejuvenation
Send us a text California Pizza Kitchen (CPK) has been delighting diners for four decades, but as the brand celebrates its 40th anniversary, Chief Marketing Officer Dawn Keller, is focused not on nostalgia but on reinvention. At the helm of marketing, culinary, digital, and menu innovation, Keller is bringing a deeply personal connection to the brand—and a bold, modern vision for its future.
3 Jul 32min
#456: Leaders in Customer Loyalty: Industry Voices, Featuring Michelle Sequeira Yee, Vice President of Consulting, Bond Brand Loyalty
Send us a text As brands face mounting pressure to create deeper, more sustainable connections with their customers, the role of loyalty strategy has evolved from transactional tactics to enterprise-wide engagement. For Michelle Sequeira Yee, Vice President of Consulting at Bond, this evolution isn’t just necessary, it’s urgent. Drawing on her experience leading customer and digital strategy at large national Canadian retailers, and on the agency side at McCann and Havas, Sequeira Yee now hel...
1 Jul 22min
