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The philosophy “the customer is always right” drives many marketers to value client, patron, and guest feedback.

Piada Italian Street Food, known for its fresh Italian-inspired menu, has steadily expanded since its founding in 2010, now operating in seven states with plans for continued growth. The brand has made it a priority to listen closely to customer feedback, leveraging data-driven insights to enhance both its on-site and digital experiences. As loyalty programs evolve, Piada has embraced gamification, flexible reward redemption, and exclusive offers to engage guests more deeply.

Loyalty360 recently spoke with Jason Profitt, VP of Technology at Piada Italian Street Food, about their latest loyalty program updates aimed at delivering a more personalized, seamless experience for customers.

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When a large financial institution decides to enhance the construction of its customer loyalty program, it can be challenging. Yet repositioning a program in a highly competitive Canadian market where large coalition programs are inter-matched with traditional brand-based customer loyalty efforts can be even more daunting. One of the ways to measure how brands enhance customer loyalty efforts is to look at the program’s metrics and KPIs. Another is to take home multiple awards at Loyalty360’s 2024 Loyalty Expo. Nothing says success quite like the recognition from your peers within the customer loyalty industry!

To learn more about this award-winning program, Loyalty360 recently spoke with Avery Miller, VP of Avion Rewards Digital Product, at the Royal Bank of Canada (RBC). Miller “grew up” in the financial services industry in the payment space, working for a relatively large issuer in the U.S. He joined RBC about two years ago to lead the digital product for their freshly revamped Avion Rewards.

In this interview, Miller discusses the award-winning Avion Rewards program, creating emotional loyalty, and growing relationships with non-RBC clients.

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Founded in 1993, The Lacek Group designs, builds, and maintains loyalty programs for top brands across the globe. As part of the Ogilvy network, the Lacek team converts disconnected tech stacks and processes into successful CRM programs powered by data-driven strategies. The company helps brands deliver relevant messaging at scale across channels to ensure connected, seamless experiences. The company works across a broad range of industries, including travel, financial services, hospitality, cruise lines, QSR, retail, automotive, health care, telecommunications, CPG, and more.

Loyalty360 spoke with Todd Hedberg, Senior Director of Digital Strategy at The Lacek Group. Hedberg has been with Lacek for just over three years and is still relatively new to the marketing side. He defines customer loyalty as an opportunity to strengthen customer bonds—both emotionally and transactionally—in every customer interaction. Hedberg and the Lacek team aspire to help clients achieve brand devotion with their customers.

In this article, Hedberg discusses working with clients to achieve deeper personalization, how artificial intelligence and machine learning fit into the equation, and going deeper to mine individual customer preferences.