<a target="_blank" href="https://www.buzzsprout.com/1144457/fan_mail/new">Send us Fan Mail</a>Even as SharkNinja has grown into a home goods behemoth with a market cap over $17 billion, the fundamental expectations of its customers have remained the same: They want to see the company deliver the same value it has always provided them.  Known for its Shark vacuums and its Ninja blenders among other products, SharkNinja still focuses on one consumer at a time. Or to put it another way, CEO Mark Barrocas has often said that the goal is to build the business one five-star review at a time.  For SharkNinja, providing value to its customers goes beyond just delivering great products. It’s also about delivering top-notch customer service that creates a superior customer experience.  Jake Finch, Vice President of Global Customer Experience for SharkNinja, has seen customer experience become a much more holistic deliverable for companies today.

<description>&lt;p&gt;&lt;a target="_blank" href="https://www.buzzsprout.com/1144457/fan_mail/new"&gt;Send us Fan Mail&lt;/a&gt;&lt;/p&gt;&lt;p&gt;Even as SharkNinja has grown into a home goods behemoth with a market cap over $17 billion, the fundamental expectations of its customers have remained the same: They want to see the company deliver the same value it has always provided them. &lt;br/&gt;&lt;br/&gt;Known for its Shark vacuums and its Ninja blenders among other products, SharkNinja still focuses on one consumer at a time. Or to put it another way, CEO Mark Barrocas has often said that the goal is to build the business one five-star review at a time. &lt;br/&gt;&lt;br/&gt;For SharkNinja, providing value to its customers goes beyond just delivering great products. It’s also about delivering top-notch customer service that creates a superior customer experience. &lt;br/&gt;&lt;br/&gt;Jake Finch, Vice President of Global Customer Experience for SharkNinja, has seen customer experience become a much more holistic deliverable for companies today.&lt;/p&gt;</description>

Send us Fan Mail Even as SharkNinja has grown into a home goods behemoth with a market cap over $17 billion, the fundamental expectations of its customers have remained the same: They want to see the company deliver the same value it has always provided them.   Known for its Shark vacuums and its Ninja blenders among other products, SharkNinja still focuses on one consumer at a time. Or to put it another way, CEO Mark Barrocas has often said that the goal is to build the business one fiv...

#523: Leaders in Customer Loyalty: Brand Stories | How SharkNinja Drives Customer Loyalty through Customer Engagement 

<a target="_blank" href="https://www.buzzsprout.com/1144457/fan_mail/new">Send us Fan Mail</a>One of the challenges that brands can often face when implementing a loyalty program is getting key stakeholders on the same page about the value of the initiative. More specifically, a chief financial officer and a chief marketing officer might have very different views of the program, with the former seeing it as a cost center while the latter sees it as a growth engine.  A CFO could focus on economics over perks by looking to add expiration policies or increasing redemption thresholds, whereas a CMO is focused on things like personalization, brand engagement, and customer acquisition and retention.  According to David Glantz, Director of Business Development for Germany’s Loyalty Partner Solutions (LPS), one of the key ways a CMO can bridge the divide with a CFO is by having the right KPIs in place to effectively argue the value of the program for not just customers, but also the company. KPIs are just one aspect of the program design that LPS helps its partners create.

<description>&lt;p&gt;&lt;a target="_blank" href="https://www.buzzsprout.com/1144457/fan_mail/new"&gt;Send us Fan Mail&lt;/a&gt;&lt;/p&gt;&lt;p&gt;One of the challenges that brands can often face when implementing a loyalty program is getting key stakeholders on the same page about the value of the initiative. More specifically, a chief financial officer and a chief marketing officer might have very different views of the program, with the former seeing it as a cost center while the latter sees it as a growth engine.  &lt;/p&gt;&lt;p&gt;A CFO could focus on economics over perks by looking to add expiration policies or increasing redemption thresholds, whereas a CMO is focused on things like personalization, brand engagement, and customer acquisition and retention.  &lt;/p&gt;&lt;p&gt;According to David Glantz, Director of Business Development for Germany’s Loyalty Partner Solutions (LPS), one of the key ways a CMO can bridge the divide with a CFO is by having the right KPIs in place to effectively argue the value of the program for not just customers, but also the company. KPIs are just one aspect of the program design that LPS helps its partners create.  &lt;/p&gt;</description>

Send us Fan Mail One of the challenges that brands can often face when implementing a loyalty program is getting key stakeholders on the same page about the value of the initiative. More specifically, a chief financial officer and a chief marketing officer might have very different views of the program, with the former seeing it as a cost center while the latter sees it as a growth engine.   A CFO could focus on economics over perks by looking to add expiration policies or increasing red...

#522: Leaders in Customer Loyalty: Supplier Voices | Bringing Data Together: Why a Modern Tech Stack is Crucial to Personalizing Customer Journeys 

<a target="_blank" href="https://www.buzzsprout.com/1144457/fan_mail/new">Send us Fan Mail</a>It was in McAllen, a small town just over 300 miles from Austin, where Donna Varner had a revelation about her new employer. Varner had been hired by Schlotzsky&apos;s Deli as Chief Brand Officer, and one of her first tasks was to lead the deli franchise through a rebranding effort.  While trying to get back to Schlotzsky’s home base in Austin one day, a storm in Texas led to canceled flights, and so Varner and a handful of other people decided to carpool there together instead. After telling her fellow passengers where she worked while passing through McAllen, something stuck out to her: All of them referred to Schlotzsky’s as Schlotzsky’s Deli.  Although the company had dropped Deli from its name during a previous rebranding, Varner realized how important it remained to its identity among its longtime customers.  “Every single person in that car knew Schlotzky&apos;s because they were Texans. But they all called it Schlotzsky’s Deli,” Varner said. “So, one of the things that we found out is even though the brand has had a lot of names and we&apos;ve dropped deli over the years, we still had a deli heritage.” Loyalty360 spoke to Varner about her rebranding strategy, how the company continues to innovate its loyalty program, and the challenge of attracting a younger generation of diners, while continuing to deliver the service and menu that its most devoted customers expect.

<description>&lt;p&gt;&lt;a target="_blank" href="https://www.buzzsprout.com/1144457/fan_mail/new"&gt;Send us Fan Mail&lt;/a&gt;&lt;/p&gt;&lt;p&gt;It was in McAllen, a small town just over 300 miles from Austin, where Donna Varner had a revelation about her new employer. Varner had been hired by Schlotzsky&amp;apos;s Deli as Chief Brand Officer, and one of her first tasks was to lead the deli franchise through a rebranding effort.  &lt;/p&gt;&lt;p&gt;While trying to get back to Schlotzsky’s home base in Austin one day, a storm in Texas led to canceled flights, and so Varner and a handful of other people decided to carpool there together instead. After telling her fellow passengers where she worked while passing through McAllen, something stuck out to her: All of them referred to Schlotzsky’s as Schlotzsky’s Deli.  &lt;/p&gt;&lt;p&gt;Although the company had dropped Deli from its name during a previous rebranding, Varner realized how important it remained to its identity among its longtime customers.  &lt;/p&gt;&lt;p&gt;“Every single person in that car knew Schlotzky&amp;apos;s because they were Texans. But they all called it Schlotzsky’s Deli,” Varner said. “So, one of the things that we found out is even though the brand has had a lot of names and we&amp;apos;ve dropped deli over the years, we still had a deli heritage.” &lt;/p&gt;&lt;p&gt;Loyalty360 spoke to Varner about her rebranding strategy, how the company continues to innovate its loyalty program, and the challenge of attracting a younger generation of diners, while continuing to deliver the service and menu that its most devoted customers expect.  &lt;/p&gt;</description>

Send us Fan Mail It was in McAllen, a small town just over 300 miles from Austin, where Donna Varner had a revelation about her new employer. Varner had been hired by Schlotzsky's Deli as Chief Brand Officer, and one of her first tasks was to lead the deli franchise through a rebranding effort.   While trying to get back to Schlotzsky’s home base in Austin one day, a storm in Texas led to canceled flights, and so Varner and a handful of other people decided to carpool there together inst...

#521: Leaders in Customer Loyalty: Brand Stories | How Schlotzsky’s Deli is Returning to its Roots While Also Focusing on the Future

<a target="_blank" href="https://www.buzzsprout.com/1144457/fan_mail/new">Send us Fan Mail</a>For most consumers, telecom is largely invisible. It powers everyday moments, streaming, messaging, navigation, but rarely commands attention. When it does, expectations are straightforward: reliable service, fair pricing, and a seamless experience. For Deutsche Telekom AG, meeting those expectations is only part of the equation. The company is focused on extending its role beyond connectivity, building a model where it becomes a meaningful part of customers’ daily lives through added value and relevance. Loyalty360 spoke with Arnab Goswami, VP of Customer Engagement and Partnerships, about how Deutsche Telekom is rethinking loyalty through its Magenta Moments program, creating a partner-driven ecosystem, and scaling a unified experience across diverse markets.

<description>&lt;p&gt;&lt;a target="_blank" href="https://www.buzzsprout.com/1144457/fan_mail/new"&gt;Send us Fan Mail&lt;/a&gt;&lt;/p&gt;&lt;p&gt;For most consumers, telecom is largely invisible. It powers everyday moments, streaming, messaging, navigation, but rarely commands attention. When it does, expectations are straightforward: reliable service, fair pricing, and a seamless experience. &lt;/p&gt;&lt;p&gt;For Deutsche Telekom AG, meeting those expectations is only part of the equation. The company is focused on extending its role beyond connectivity, building a model where it becomes a meaningful part of customers’ daily lives through added value and relevance. &lt;/p&gt;&lt;p&gt;Loyalty360 spoke with Arnab Goswami, VP of Customer Engagement and Partnerships, about how Deutsche Telekom is rethinking loyalty through its Magenta Moments program, creating a partner-driven ecosystem, and scaling a unified experience across diverse markets. &lt;/p&gt;</description>

Send us Fan Mail For most consumers, telecom is largely invisible. It powers everyday moments, streaming, messaging, navigation, but rarely commands attention. When it does, expectations are straightforward: reliable service, fair pricing, and a seamless experience.  For Deutsche Telekom AG, meeting those expectations is only part of the equation. The company is focused on extending its role beyond connectivity, building a model where it becomes a meaningful part of customers’ daily live...

#520: Leaders in Customer Loyalty: Brand Stories | How Deutsche Telekom AG Is Expanding Loyalty Beyond Telecom 

<a target="_blank" href="https://www.buzzsprout.com/1144457/fan_mail/new">Send us Fan Mail</a>For most consumers, banking isn’t something they think about every day, until they need it. Opening an account, managing expenses, planning for the future. In those moments, the expectation is simple: clarity, confidence, and a sense that their bank is working in their best interest. For PNC, meeting those expectations goes beyond products or transactions. It’s about delivering a consistent, human-centered experience that makes customers feel valued at every interaction. Loyalty360 spoke with Victoria Dravneek, Head of Loyalty Strategy and Platforms at PNC, about how the company is building its PNC Total Rewards program, aligning the organization around the customer, and translating that approach into a scalable loyalty strategy.

<description>&lt;p&gt;&lt;a target="_blank" href="https://www.buzzsprout.com/1144457/fan_mail/new"&gt;Send us Fan Mail&lt;/a&gt;&lt;/p&gt;&lt;p&gt;For most consumers, banking isn’t something they think about every day, until they need it. Opening an account, managing expenses, planning for the future. In those moments, the expectation is simple: clarity, confidence, and a sense that their bank is working in their best interest. &lt;/p&gt;&lt;p&gt;For PNC, meeting those expectations goes beyond products or transactions. It’s about delivering a consistent, human-centered experience that makes customers feel valued at every interaction. &lt;/p&gt;&lt;p&gt;Loyalty360 spoke with Victoria Dravneek, Head of Loyalty Strategy and Platforms at PNC, about how the company is building its PNC Total Rewards program, aligning the organization around the customer, and translating that approach into a scalable loyalty strategy. &lt;/p&gt;</description>

Send us Fan Mail For most consumers, banking isn’t something they think about every day, until they need it. Opening an account, managing expenses, planning for the future. In those moments, the expectation is simple: clarity, confidence, and a sense that their bank is working in their best interest.  For PNC, meeting those expectations goes beyond products or transactions. It’s about delivering a consistent, human-centered experience that makes customers feel valued at every interaction...

#519: Leaders in Customer Loyalty: Brand Stories | How PNC Is Rethinking Loyalty in Banking 

<ol><li>Leaders in Customer Loyalty: for those looking to deepen customer experience, engagement, and brand loyalty. Each episode features innovative brands, industry experts, and executive leaders who share actionable insights, proven strategies, and real-world experiences designed to help marketers and brand professionals stay ahead in the ever-evolving world of customer loyalty.</li></ol>

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