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Leaders in Customer Loyalty Brand Story: Scooter's Coffee Builds Momentum with a Loyalty Program Redesign That Prioritizes Experience, Flexibility, and Speed
Manage episode 497541436 series 3272525
Mitch Walden, Senior Director of Digital and Loyalty at Scooter's Coffee, isn’t just overseeing a rewards program—he’s steering a loyalty transformation rooted in long-term growth, customer-centric innovation, and operational alignment. With nearly three decades of experience spanning e-commerce, CRM, and digital strategy, Walden brings a cross-disciplinary lens to an industry that is evolving as rapidly as consumer preferences.
Founded in Bellevue, Nebraska, in 1998, Scooter’s Coffee has grown from a Midwest favorite into a rapidly expanding drive-thru specialty beverage chain. With a footprint built on convenience and friendly service, Scooter’s aims to deliver "amazing people, amazing drinks, amazingly fast" through 650-square-foot kiosks across the country. The company's culture of hospitality underpins its approach to loyalty—one that Walden has helped evolve to meet the expectations of modern consumers.
Chapters
1. Introduction to Scooter's Coffee (00:00:00)
2. Mitch's Role and Background (00:06:20)
3. Industry Challenges and Customer Trends (00:10:30)
4. Journey to Customer Loyalty (00:15:50)
5. Revamping the Rewards Program (00:21:15)
6. Value, Gamification and Partnerships (00:28:10)
7. Future Plans and Closing Thoughts (00:31:25)
468 episodes
Manage episode 497541436 series 3272525
Mitch Walden, Senior Director of Digital and Loyalty at Scooter's Coffee, isn’t just overseeing a rewards program—he’s steering a loyalty transformation rooted in long-term growth, customer-centric innovation, and operational alignment. With nearly three decades of experience spanning e-commerce, CRM, and digital strategy, Walden brings a cross-disciplinary lens to an industry that is evolving as rapidly as consumer preferences.
Founded in Bellevue, Nebraska, in 1998, Scooter’s Coffee has grown from a Midwest favorite into a rapidly expanding drive-thru specialty beverage chain. With a footprint built on convenience and friendly service, Scooter’s aims to deliver "amazing people, amazing drinks, amazingly fast" through 650-square-foot kiosks across the country. The company's culture of hospitality underpins its approach to loyalty—one that Walden has helped evolve to meet the expectations of modern consumers.
Chapters
1. Introduction to Scooter's Coffee (00:00:00)
2. Mitch's Role and Background (00:06:20)
3. Industry Challenges and Customer Trends (00:10:30)
4. Journey to Customer Loyalty (00:15:50)
5. Revamping the Rewards Program (00:21:15)
6. Value, Gamification and Partnerships (00:28:10)
7. Future Plans and Closing Thoughts (00:31:25)
468 episodes
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