#473: Leaders in Customer Loyalty: Brand Story | From Scratch to Strategy: Building Loyalty at Church’s Texas Chicken

Leaders in Customer Loyalty, Powered by Loyalty360

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When Jay Jhun joined Church’s Texas Chicken® three years ago, he stepped into a 73-year old legacy brand with a fiercely loyal guest base—but without a formal loyalty program in place. What followed was a fast-paced, ground-up effort to create a digital and loyalty ecosystem that could serve both the brand’s long-standing values and its evolving customer expectations. Today, Jhun leads loyalty and digital strategy for the brand as Senior Director, and in less than a year since launching the brand’s "Real Rewards" loyalty program, Church’s has already seen measurable success in both digital engagement and emotional guest connection.

Chapters

1. Church's Chicken Introduction & Jay's Role (00:00:00)

2. Building Value in QSR Loyalty Programs (00:04:13)

3. Technology & Customer Experience Design (00:08:08)

4. Personalization & Real Rewards Strategy (00:12:07)

5. KPIs and Program Success Metrics (00:15:36)

6. Program Highlights & Future Developments (00:20:27)

7. Quickfire Questions With Jay June (00:24:14)