Loyalty360 Loyalty Live | Tom Madden and Katie Berndt, Phaedon

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Mark Johnson, CEO of Loyalty360, spoke with Tom Madden, Executive Vice President, and Katie Berndt, Vice President, at Phaedon, about expected trends in 2024, challenges and opportunities for brands, and how listening to customers will determine loyalty program success.

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1. Loyalty360 Loyalty Live | Tom Madden and Katie Berndt, Phaedon (00:00:00)

2. Intro (00:00:04)

3. What have your clients been focused on (00:02:07)

4. Partnerships (00:03:18)

5. Programs enhancements and changes for 2024 (00:03:44)

6. How should brand measure and define success (00:06:17)

7. Understanding the voice of the customer (00:08:23)

8. Measuring efficacy of loyalty programs (00:11:06)

9. Metrics (00:12:48)

10. Trends top of mind for 2024 (00:13:37)

11. Advising clients during economic uncertainty (00:17:25)

12. Differentiating in a sea of sameness (00:19:30)

13. Addressing mistakes in loyalty programs (00:21:15)

14. Experiential rewards (00:24:02)

15. Challenges and opportunities regarding customer loyalty offerings (00:25:33)

16. Increasing the focus of your loyalty program (00:27:24)

17. Quick-fire questions (00:29:10)

18. Outro (00:30:47)