Developing Differentiated Customer Loyalty and Engagement Programs for All of the CraftWorks Restaurant and Brewery Brands
FOSTER CITY, CA – May 15, 2018 – Stellar Loyalty, the cloud-based loyalty and engagement software company that helps organizations quickly deliver differentiated loyalty experiences, and CraftWorks Restaurants & Breweries, Inc., the nation’s leading operator and franchisor of brewery and craft beer-focused casual dining restaurants, announced today they are broadening their relationship to develop loyalty and engagement programs for CraftWorks’ entire portfolio of restaurant and brewery brands. Following the successful implementation of Old Chicago Pizza & Taproom’s one-of-a-kind OC Rewards loyalty program, Stellar Loyalty is working with CraftWorks to develop custom loyalty and engagement programs for Gordon Biersch Brewery Restaurant, Rock Bottom Restaurant & Brewery, and all of CraftWorks’ Specialty Brands.
FOSTER CITY, CA – November 1, 2017 – Stellar Loyalty, Inc., the consumer relationship company with a mobile-best SaaS loyalty solution, and Loyalty360, the association for customer loyalty, today announced a newly enhanced “event engagement” mobile app for the upcoming Customer Expo 2017 conference in Nashville from November 6-8.
Bolzano, Italy, November 28, 2016 – THUN Spa, the Italian brand leader in the gift market, today announced the selection of Silicon Valley based Stellar Loyalty and management consulting firm VALUE LAB to help THUN achieve market differentiation by delivering personalized, omni-channel consumer engagement.
FOSTER CITY, CA–(Marketwired – July 11, 2016) – Stellar Loyalty, the fast-growing consumer relationship company with a mobile-best SaaS loyalty solution, today welcomed Jacqueline McCook and Don Peppers to its newly-formed advisory board. Ms. McCook and Mr. Peppers are well-known authorities in customer-centric strategies, brand development and business-to-consumer marketing. Their experiences and expertise will complement the Stellar Loyalty team, and they will offer valuable insight and recommendations to further the company’s mission to help brands improve their consumers’ experiences and better reward loyal customers across a variety of networks.
“I am thrilled to welcome Don and Jacqueline to the Stellar Loyalty team,” said Kevin Nix, president & CEO. “We look forward to working with both of them in this new capacity and tapping their broad experiences in consumer engagement, marketing and technology to help us reshape the loyalty market from a truly customer-centric vantage point.”
Jacqueline McCook is the CEO of the McCook Group, where she advises consumer-oriented companies on strategy, marketing, branding and execution. In this role, she has advised start-ups, including Pasha’s Restaurants, Inc., and Ginnybakes. Ms. McCook has also worked with established brands, such as Mattel, where she oversaw the Barbie® business and helped to redefine the iconic brand’s global positioning and strategy.
Prior to the McCook Group, Ms. McCook held executive roles leading global marketing, branding and strategy initiatives for Conagra Foods, Inc., Burger King, PepsiCo Restaurants International and Taco Bell International. She began her career in M&A at Morgan Stanley and consulting at McKinsey & Company. She earned an MBA from Harvard Business School and a bachelor’s degree in international relations from Stanford University.
“Customer loyalty isn’t about points and discounts; it’s about enhancing the customer experience through as many customer touch points as possible,” said Ms. McCook. “The team at Stellar Loyalty gets that and is applying new technology solutions to enable companies to do this better, faster and with a greater degree of success. I’m looking forward to helping them achieve what I believe could be a watershed moment for the loyalty movement.”
Don Peppers is a founding partner of Peppers & Rogers Group, a leading customer-centric management-consulting firm. A 2015 research report by SatMetrix named Mr. Peppers and his partner, Martha Rogers, Ph.D., as the world’s most influential authorities on customer experience management. In 2013, they were inducted into the Direct Marketing Association’s Hall of Fame.
Mr. Peppers writes regularly on innovation, technology, customer experience and corporate culture with more than 260,000 followers. With Rogers, Mr. Peppers co-authored The One to One Future: Building Relationships One Customer at a Time (Doubleday, 1993), described by Inc. Magazine’s managing editor as “one of the two or three most important business books ever written.” He holds a B.S. in astronautical engineering from the U.S. Air Force Academy, and a master’s in public affairs from Princeton University’s Woodrow Wilson School.
Mr. Peppers commented, “I’m delighted to be able to help Stellar Loyalty with its mission to improve consumer experiences by helping companies engage in a more personal, relevant manner. Stellar Loyalty is improving the consumer experience, one company at a time!”
FOSTER CITY, CA–(Marketwired – May 09, 2016) – Stellar Loyalty, the consumer relationship company, today announced its client Harlequin, one of the world’s leading publishers of books for women, will be a featured speaker with Stellar Loyalty at the 2016 Loyalty Expo. Presented by Loyalty 360, the Loyalty Marketer’s Association, the event will take place May 24-26 at the DoubleTree Universal Orlando hotel in Orlando, Fla. Stellar Loyalty is also a silver sponsor of the event.
Stellar Loyalty VP Client Relationships Jon Siegal, and Harlequin’s Director of Loyalty and Customer Insight, Lucy Scinocca, will present a case study entitled “Harlequin My Rewards Delivers Tangible Business Results with Receipt-Scanning and Personalized Recommendations,” on May 26th at 10:30 a.m.
As one of the world’s leading book publishers with more than 110 titles published per month in as many as 34 languages and 110 international markets on six continents, Harlequin was grappling with to how enhance 1:1 relationships with its customers without the benefit of direct interactions. The publisher launched Harlequin My Rewards to improve customer retention, spending and loyalty, as well as cultivate ambassadors to reach new readers.
“By taking a customer-centric approach, we ensured that the right elements were considered throughout our development process,” explained Lucy Scinocca, Harlequin’s Director of Loyalty and Customer Insight. “By placing her — our reader’s — needs first, we were able to change the question from ‘How do we get customers to be loyal?’ to ‘How are we loyal to our customers?’ And happy endings can be realized when we are loyal to her.”
Running on the Stellar Loyalty platform, Harlequin My Rewards solicits and captures direct consumer purchase data via receipt-scanning, builds 1:1 relationships with social and mobile engagement, and through personalized recommendations and targeted outreach, drives an increase in spending, brand loyalty and word of mouth marketing.
The success of Harlequin My Rewards is a valuable case study in how to develop a metrics-driven ROI loyalty program, and how to leverage leading-edge technology to gain valuable and actionable consumer insight, personalize recommendations, and incentivize and reward behaviors. Siegal and Scinocca will share key aspects of the program, lessons learned, and demonstrate the speed and flexibility of the Stellar Loyalty platform powering Harlequin My Rewards.