For years, grocery loyalty has been built around one simple promise: save customers money. The Fresh Market is taking a different approach. Its refreshed rewards program combines personalized offers with tasting events, exclusive experiences and customer feedback, moving loyalty beyond transactions alone. It surpassed one million members just seven months after launch, while tasting events have driven triple-digit …
KFC Rewards, the digital-only program that drew more than a million sign-ups in its first month in the US. KFC came to loyalty late and built it to do what the counter and drive-thru never could. Points accrue only on the app and KFC.com, redeemed for free food from a rotating Secret Recipe Vault, with …
What happens when you put two hotel loyalty leaders on the same call and ask them to disagree on purpose? You get something far more revealing than a panel discussion. As the North American Loyalty Association (NALA™) gears up for its first US-based conference, The BIG Handshake (TBH) Loyalty™ Chicago on November 10, we wanted to …
By Lia Grimberg – CLMP, MBA, and Chief Engagement and Growth Officer, NALA™ and The BIG Handshake Loyalty™ Toronto and Chicago I’ve been to a lot of loyalty conferences. Here’s what most of them have in common. You fly in. You sit in a darkened room. Someone’s deck has 47 slides. The keynote speaker is …
What Loyalty Leaders Actually Talk About When Nobody’s Selling Anything Read More »
We drive retention, revenue, and relationships. So why are we still being sidelined? Nobody puts Baby in a corner. And nobody should put loyalty there either. And yet, loyalty teams are often the last to be invited into the strategy conversation and the first to be removed from it. Not because our results are weak. …
Nobody Puts Loyalty in the Corner. So Why Are We Still There? Read More »
An interview with Jeff Snyder, Director of Loyalty & Personalization, The Fresh Market The Fresh Market, the Greensboro-based premium grocery retailer, has relaunched its loyalty program as TFM Rewards!, introducing a redesigned guest value proposition and the company’s first native mobile app. But according to Jeff Snyder, the company’s Director of Loyalty & Personalization, the …
What The Fresh Market Got Right by Listening First Read More »
Most loyalty programs are very good at measuring what is easy to measure, and quietly bad at protecting what actually keeps a customer coming back. Redemption rates, breakage, cost per acquisition, and margin per member all get tracked closely. But the metrics that actually determine whether a customer stays? Those rarely make it onto the …
Why Won’t the Loyalty Industry Measure Its Biggest Blind Spot Read More »
Say what you want about FIFA. (And there’s plenty to say.) But the 2026 World Cup, that kicked off in June in North America for the very first time, is one of the most instructive loyalty case studies on the planet. And as loyalty professionals, we’d be remiss to let it pass without taking notes. …
Three Loyalty Lessons Hidden Inside the World’s Biggest Sporting Event Read More »
How The Habit Burger Grill turned its members into its acquisition channel A 47% click-through to loyalty signup is the kind of number most North American operators would assume is a typo. The Habit Burger Grill, a California-headquartered QSR known for its grilled-to-order burgers, hit it last year on a 10-week peer-to-peer referral campaign. Existing …
Inside the Loyalty Referral Campaign That Converted 47% of Recipients by Blings Read More »
On April 21, 2026, close to 200 loyalty professionals gathered at the Sheraton Centre in Toronto for Canada’s first-ever The BIG Handshake Loyalty™ (TBH Loyalty) Toronto event (supported by CORA Loyalty). The event also marked the public launch of NALA™, the North American Loyalty Association, announced for the first time on that stage and closing …
TBH Loyalty™ Toronto 26 – An Electric Day Of Networking And Reunion Read More »
