The Emotion Equation: Building True Customer Loyalty & Authentic Member Connections
In an era where points and perks have become table stakes, true customer loyalty demands more than traditional, archaic reward systems. This dynamic workshop explores the evolution from transactional loyalty to emotional connections, revealing how brands can create meaningful experiences that resonate with customers on a deeper level. We'll dive into practical frameworks for building and measuring emotional loyalty, explore real-world examples of successful member experiences, and share a simple process for deploying a next best action strategy that will both delight your members and drive desired business outcomes. Discover the key variables that transform ordinary customers into passionate brand advocates.
Whether you're looking to launch, transform or optimize your loyalty program, this workshop will provide the strategic vision and practical know-how to help you succeed. Attendees will also get an exclusive first look at Capillary’s latest syndicated emotional loyalty research (BLQ) on the top 100 US loyalty programs. Will your brand land in the Hall of Fame or on the Wall of Shame?
Capillary Technologies is a managed SaaS solution powering 500+ loyalty programs with its best-in-class loyalty technology platform and expert services. Founded in 2012, Capillary has a strong global presence across the United States, Asia, Europe, and the Middle East working with 400+ brands like Tata, PUMA, Shell, Petron, Domino’s, Kanmo Group, and Marks & Spencer. Recognized globally as leading leaders in loyalty by Forrester, Spark Matrix, Everest Groups & more, Capillary’s platform’s suite of products – Loyalty+, Engage+, Rewards+, Insights+; are all AI-powered and sit on top of a powerful consumer data platform that has touched more than a billion end customers. Capillary is backed by marquee investors like Avataar Ventures, Filter Capital, Sequoia Capital, Warburg Pincus & more.
For more information, visit capillarytech.com.
Steve Mathwig
Country
Company
Best Western Hotels
Job title
Sr. Manager, Loyalty Program Engagement
Interests
About me
Lauren Hanafi
Country
Company
Deckers Brands
Job title
Manager, Global UX Research & Projects
Interests
About me
James Richardson
Country
Company
Kimberly-Clark
Job title
Global Lead Data Activation & Media Operations
Interests
About me
Simone Bierma
Country
Company
Casey's General Store
Job title
Senior Guest Loyalty Specialist
Interests
About me
Ben Larson
Country
Company
Casey's General Store
Job title
Guest Loyalty Specialist
Interests
About me
Lauren Bakos
Country
Company
Chicago Architecture Center
Job title
Chief Marketing Officer
Interests
About me
Kelly Hickey
Country
Company
United Airlines
Job title
Senior Manager - Targeted Marketing
Interests
About me
Amanda Calderon
Country
Company
OXO
Job title
Email Retention Manager
Interests
About me
Trevor Ogborn
Country
Company
Osprey
Job title
Email Retention Manager
Interests
About me
Lauren Taylor
Country
Company
Fabletics
Job title
CRM Marketing Manager
Interests
About me
Jiaojiao Liu
Country
Company
Bath & Body Works
Job title
Manager, Data & Analytics
Interests
About me
Rachel Tasker
Country
Company
Sheetz, Inc.
Job title
Loyalty Marketing & Digital Communications
Interests
About me
Gena Colts
Country
Company
Helen of Troy
Job title
Email Retention Manager
Interests
About me
Cedric Bertin
Country
Company
Salomon
Job title
Global Head of Consumer Engagement & Loyalty
Interests
CRM / Loyalty / Data
About me
Katie Harrington
Country
Company
NASCAR
Job title
Manager, Loyalty
Interests
About me
Michael Nuss
Country
Company
Shoe Carnival
Job title
Sr Director, CRM & Analytics
Interests
About me
Kate Seguin
Country
Company
McDonald's
Job title
Value Strategy Manager
Interests
About me
Megan Fortner
Country
Company
RaceTrac
Job title
Sen. Man, Loyalty & CRM Marketing
Interests
About me
Neil Kolton
Country
Company
Worldwide Vacations & Travel
Job title
Director
Interests
About me
Stephen Brister
Country
Company
APMEX
Job title
Senior Manager Marketing Operations
Interests
soccer, scouts, cooking
About me
Growing older and wiser in work, family and play.
Seth Lowery
Country
Company
Octane
Job title
VP of Marketing
Interests
About me
Kensey Edwards
Country
Company
Octane
Job title
Sr Manager, Marketing
Interests
About me
Jon Maupin
Country
Company
Octane
Job title
Sr Creative Manager
Interests
About me
Allie Ferguson
Country
Company
American Honda Motors
Job title
Head of Loyalty Experience
Interests
About me
Jared Shelden
Country
Company
APMEX
Job title
Loyalty Specialist
Interests
About me
A loyalty startegist for APMEX for over four years now I focus on customer retention and lead startegy for The Bullion Club, the precious metals industry leading loyalty program. I'm passionate about creating thoughtful, connected experiences across channels that keep our customers engaged and valued. Building relationships is at the core of what I do, professionally and personally.
