Engagement & Loyalty

We help you reach users wherever they are and redefine how to engage, delight, and connect at scale.

Engagement & Loyalty

We help you reach users wherever they are and redefine how to engage, delight, and connect at scale.

Engagement & Loyalty

We help you reach users wherever they are and redefine how to engage, delight, and connect at scale.

Engagement & Loyalty

We help you reach users wherever they are and redefine how to engage, delight, and connect at scale.

Engagement & Loyalty

We help you reach users wherever they are and redefine how to engage, delight, and connect at scale.

Engagement & Loyalty

We help you reach users wherever they are and redefine how to engage, delight, and connect at scale.

Our loyalty solutions deliver digital moments of value at every stage of the loyalty spectrum. We invent, deliver, and manage innovative programs, using community, experiential marketing, gamification, rebates, advocacy programs, point-based programs, and more. We provide a full-suite of partnership services, from strategy to experience design and technology; legal compliance and logistics.

Our CRM and messaging services help brands deliver the right message at the right time in the right channel — and create a cohesive experience across touchpoints. From social platforms and text to traditional email engagement, we have one of the most experienced global teams of digital messaging experts, including a deep bench of customer service personnel.

We take brand engagement and loyalty to the next level with our capabilities across promotions, gamification, and experiential content. This includes command of promotion and loyalty technologies and ensuring a complete business operation from prize fulfillment to legal administration and security, so you can focus on what matters: surprising and delighting consumers, and driving bottom-line results.

Social, search, and messaging commerce mean a new frontier for all brands – B2B and B2C – to engage with their consumers where they are. This includes organic social, engagement and CRM, and core commerce. From feed management to strategic campaigns and direct messaging content, we help brands connect with consumers at the point of inspiration to drive emergent forms of commerce.

  • 150M+

    active loyalty members from Merkle-delivered programs

  • Top 3%

    of global feed management providers for social and search commerce

  • 10,000+

    AI-enabled messaging and CRM campaigns deployed annually

Our experience & commerce experts


Our experience & commerce experts

Our experience & commerce experts

Our experience & commerce experts

Our experience & commerce experts

Our experience & commerce experts

Chris Wayman
Chris Wayman
EVP, Promotion, Loyalty, Digital Messaging Solutions

As GM, Merkle Promotion & Loyalty Solutions, Chris brings more than 15 years in leadership roles with marketing services companies and technology startups. As a digital marketing executive with skills in direct and channel sales, revenue management, strategic planning, and operations, Chris has also led and managed digital marketing, promotions, and loyalty solutions across travel, media, entertainment, retail, consumer packaged goods, healthcare, and the financial services industries.

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Chris Wayman
https://www.linkedin.com/in/chriswayman/
false
Jen Gray
Jen Gray
SVP, Experience Creative, Promotion & Loyalty Solutions

Jen is a pioneer in digital storytelling. She joined Merkle in 2005 and today  leads a multi-disciplinary team of strategic marketers, visual artists, and experience architects who create digital consumer experiences that blend brand, culture, and emerging technology to motivate behavior and foster brand-consumer loyalty. Prior to Merkle, Jen created some of the first interactive content for MSN Entertainment and Oprah.com, bringing The Oprah Winfrey Show, O, The Oprah Magazine, and Oprah’s Book Club to life in digital format. Her television experience includes Disney Presents…Bill Nye The Science Guy and National Geographic. She has authored articles on marketing engagement, customer experience, and company culture for publications such as Chief Marketer, Total Retail, eConsultancy, and CMO.com and has been featured in Bloomberg Business Week.

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Jen Gray
https://www.linkedin.com/in/jentoddgray/
false
James Reiss
James Reiss
SVP, Strategy & Insights

James oversees Strategy & Insights for the Merkle Promotions, Loyalty & Messaging Services Practice. He leads a team of 40+ strategists and data analysts who design and execute loyalty and promotional experiences that inspire customers and differentiate brands. Through an innovative strategic approach designed to accelerate brand-consumer interactions and fuel Identity, James’s team drives measurable business impact for Fortune 1000 brands.

Prior to Merkle, James led client strategy at Epsilon, where he helped brands develop and execute data-driven, technology enabled marketing engines to drive growth, inspire engagement, and engender loyalty. 

James has over 20-years of experience in digital and data-driven marketing transformation and is a recognized industry thought leader highlighted by numerous public speaking engagements and in industry-leading publications such as Ad Age, Digiday, and eMarketer.

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James Reiss
false
Ruth Bucknell
Ruth Bucknell
Vice President, Experience Design

Ruth has worked in the digital space for more than 13 years, working with clients to help translate their business goals and objectives into implementable digital strategies and experiences. Ruth is a subject matter expert on all things Digital Experience (DX) related including Context Marketing, Personalisation, Conversion Rate Optimisation, Testing and Continuous Optimisation and has implemented this using a variety of technologies and platforms, including Sitecore and the Adobe Experience Cloud. As a subject matter expert and thought leader, Ruth has been invited to speak on digital experience and personalisation at global conferences and webinars. Not only is Ruth a thought leader but she has been recognised by Sitecore as a leader in digital strategy and was awarded ‘MVP’ status for Strategy - one of only 39 in the world.

Finally, a number of projects, on which Ruth has been lead DX Consultant have won awards for Best Customer, Best Real Time Engagement and Best Digital Transformation story

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Ruth Bucknell
https://www.linkedin.com/in/ruth-bucknell-14315736/
false

2023 Prizing Report: Rewards That Resonate in a Post-Pandemic World

It’s no surprise that we’ve seen prizing and rewards preferences shift when comparing pre-pandemic to present-day behaviors. In 2019, consumers were looking for more personalization and leaning into emerging technologies, but in today’s landscape, they’re looking for convenience and keeping a closer eye on their bottom line.

2023 Prizing Report: Rewards That Resonate in a Post-Pandemic World

It’s no surprise that we’ve seen prizing and rewards preferences shift when comparing pre-pandemic to present-day behaviors. In 2019, consumers were looking for more personalization and leaning into emerging technologies, but in today’s landscape, they’re looking for convenience and keeping a closer eye on their bottom line.

EBOOK

2023 Prizing Report: Rewards That Resonate in a Post-Pandemic World

It’s no surprise that we’ve seen prizing and rewards preferences shift when comparing pre-pandemic to present-day behaviors. In 2019, consumers were looking for more personalization and leaning into emerging technologies, but in today’s landscape, they’re looking for convenience and keeping a closer eye on their bottom line.

EBOOK

2023 Prizing Report: Rewards That Resonate in a Post-Pandemic World

It’s no surprise that we’ve seen prizing and rewards preferences shift when comparing pre-pandemic to present-day behaviors. In 2019, consumers were looking for more personalization and leaning into emerging technologies, but in today’s landscape, they’re looking for convenience and keeping a closer eye on their bottom line.

EBOOK

2023 Prizing Report: Rewards That Resonate in a Post-Pandemic World

It’s no surprise that we’ve seen prizing and rewards preferences shift when comparing pre-pandemic to present-day behaviors. In 2019, consumers were looking for more personalization and leaning into emerging technologies, but in today’s landscape, they’re looking for convenience and keeping a closer eye on their bottom line.

EBOOK

2023 Prizing Report: Rewards That Resonate in a Post-Pandemic World

It’s no surprise that we’ve seen prizing and rewards preferences shift when comparing pre-pandemic to present-day behaviors. In 2019, consumers were looking for more personalization and leaning into emerging technologies, but in today’s landscape, they’re looking for convenience and keeping a closer eye on their bottom line.

The price of loyalty in a cost-of-living crisis

Beyond the obvious human cost, this extreme situation, with no immediate end in sight, also raises serious questions for marketers. In these straitened times, what price should brands place on loyalty? How important is it in the short-, medium- and long-term, and how can consumer loyalty be driven effectively, efficiently and sensitively?

The price of loyalty in a cost-of-living crisis

Beyond the obvious human cost, this extreme situation, with no immediate end in sight, also raises serious questions for marketers. In these straitened times, what price should brands place on loyalty? How important is it in the short-, medium- and long-term, and how can consumer loyalty be driven effectively, efficiently and sensitively?

EBOOK

The price of loyalty in a cost-of-living crisis

Beyond the obvious human cost, this extreme situation, with no immediate end in sight, also raises serious questions for marketers. In these straitened times, what price should brands place on loyalty? How important is it in the short-, medium- and long-term, and how can consumer loyalty be driven effectively, efficiently and sensitively?

EBOOK

The price of loyalty in a cost-of-living crisis

Beyond the obvious human cost, this extreme situation, with no immediate end in sight, also raises serious questions for marketers. In these straitened times, what price should brands place on loyalty? How important is it in the short-, medium- and long-term, and how can consumer loyalty be driven effectively, efficiently and sensitively?

EBOOK

The price of loyalty in a cost-of-living crisis

Beyond the obvious human cost, this extreme situation, with no immediate end in sight, also raises serious questions for marketers. In these straitened times, what price should brands place on loyalty? How important is it in the short-, medium- and long-term, and how can consumer loyalty be driven effectively, efficiently and sensitively?

EBOOK

The price of loyalty in a cost-of-living crisis

Beyond the obvious human cost, this extreme situation, with no immediate end in sight, also raises serious questions for marketers. In these straitened times, what price should brands place on loyalty? How important is it in the short-, medium- and long-term, and how can consumer loyalty be driven effectively, efficiently and sensitively?

Engagement to Empowerment: Winning in Today’s Experience Economy

How do customers feel about today's brand experiences? And how should brands respond accordingly? These are the types of questions we asked over 2,000 consumers as well as over 800 brand leaders. Our research series explore current consumer needs, brands' CX strategy, and how things like AI adoption and customer data use differ across industries.

 

Read the first report in our 2024 CX Imperatives research series now to learn how to enhance your customer experience, using real, actionable insights direct from real consumers.


Engagement to Empowerment: Winning in Today’s Experience Economy

How do customers feel about today's brand experiences? And how should brands respond accordingly? These are the types of questions we asked over 2,000 consumers as well as over 800 brand leaders. Our research series explore current consumer needs, brands' CX strategy, and how things like AI adoption and customer data use differ across industries.

 

Read the first report in our 2024 CX Imperatives research series now to learn how to enhance your customer experience, using real, actionable insights direct from real consumers.

2024 CX Imperatives

Engagement to Empowerment: Winning in Today’s Experience Economy

How do customers feel about today's brand experiences? And how should brands respond accordingly? These are the types of questions we asked over 2,000 consumers as well as over 800 brand leaders. Our research series explore current consumer needs, brands' CX strategy, and how things like AI adoption and customer data use differ across industries.

 

Read the first report in our 2024 CX Imperatives research series now to learn how to enhance your customer experience, using real, actionable insights direct from real consumers.

2024 CX Imperatives

Engagement to Empowerment: Winning in Today’s Experience Economy

How do customers feel about today's brand experiences? And how should brands respond accordingly? These are the types of questions we asked over 2,000 consumers as well as over 800 brand leaders. Our research series explore current consumer needs, brands' CX strategy, and how things like AI adoption and customer data use differ across industries.

 

Read the first report in our 2024 CX Imperatives research series now to learn how to enhance your customer experience, using real, actionable insights direct from real consumers.

2024 CX Imperatives

Engagement to Empowerment: Winning in Today’s Experience Economy

How do customers feel about today's brand experiences? And how should brands respond accordingly? These are the types of questions we asked over 2,000 consumers as well as over 800 brand leaders. Our research series explore current consumer needs, brands' CX strategy, and how things like AI adoption and customer data use differ across industries.

 

Read the first report in our 2024 CX Imperatives research series now to learn how to enhance your customer experience, using real, actionable insights direct from real consumers.

2024 CX Imperatives

Engagement to Empowerment: Winning in Today’s Experience Economy

How do customers feel about today's brand experiences? And how should brands respond accordingly? These are the types of questions we asked over 2,000 consumers as well as over 800 brand leaders. Our research series explore current consumer needs, brands' CX strategy, and how things like AI adoption and customer data use differ across industries.

 

Read the first report in our 2024 CX Imperatives research series now to learn how to enhance your customer experience, using real, actionable insights direct from real consumers.

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