DD Perks is one of the leading industry loyalty programs for a reason. The program has been immensely successful at enhancing the customer experience and by integrating itself into the daily lives of people on the go without being cumbersome or disruptive. What’s more, not only does it fit seamlessly into the busy routines of consumers everywhere, it also strives to achieve one-to-one personalization across all touch points.
 
This is no small feat for any brand, and when considering that DD Perks regularly engages over 3.6 million members, it becomes even more impressive.
 
One of the keys to the brand’s success is its unrelenting commitment to stay ahead of the customer engagement curve. When it comes to offering an engaging, relevant and modern customer experience, Dunkin’ Donuts has never had to play catch-up. It understands that, in light of today’s dynamic and ever-changing marketing landscape, staying relevant is absolutely paramount.
 
To accomplish this feat, the brand has become extremely adept at leveraging the power of mobile. Most notably, this is represented in the brand’s Dunkin’ Mobile App, which has become a way to both localize and personalize offers for DD Perks members.
 
Dunkin’ Donuts understands that mobile and customer loyalty strategies are now inseparably intertwined, and it embraces this philosophy to drive customer experience beyond just in-store interactions. This has effectively resulted in the creation of a fan-loving loyalty platform that has merged payments, mobile, loyalty and ordering to create an entirely new customer experience. 
 
This subject will form the crux of a session at this year’s Loyalty Expo in Orlando, Florida. During a session titled, “Mobile as an Accelerator of Loyalty, Evolving the Customer Experience,” Paul Murray, Dunkin' Donuts Senior Manager of Digital Marketing and Innovation, and John Bartold, Practice Leader - L|CX at Epsilon, will be on hand to share this story.
 
“We will talk about how the mobile space and the loyalty space and the payment space are really converging into one unified experience for customers, and how that is really acting as an accelerator for loyalty overall,” Murray told Loyalty360.
 
Attendees will also gain a number of crucial insights including how to take mobile marketing to the next level, how consumer connections can provide insights to drive CX efforts, why continuous testing and learning are fundamental, how many interesting twists and challenges affected the DD Perks journey, and more.
 
“The lines are becoming blurred with the new technological advancements, and with were the technologies meet the programs,” said Murray. “It is really becoming one experience for the guest, and it is the face your brand. And as these continue to merge more and more, it is important for marketers and business owners to take that approach in their planning. These are not separate experiences anymore. They are one and the same.”