This episode of the CRMC webinar series features Bath & Body Works and Bond in a conversation titled “Driving Success & Impact Through Customer & Associate Advocacy”.

Simone Pace, Vice President Brand & Customer Strategy, Bath & Body Works, and Sean Claessen, Chief Strategy Officer Bond Brand Loyalty join to tell the story of how this specialty retailer drives program success and business impact from a deep commitment to both associate and customer feedback, wants and needs.

Home of America’s Favorite Fragrances®, Bath & Body Works is a global leader in personal care and home fragrance. The company is on a mission to “make the world a brighter, happier place through the power of fragrance,” delivering that promise through more than 1,850 company-operated Bath & Body Works locations in the U.S. and Canada.

Host Bill Hanifin shares that Bath & Body Works is one of his favorite stops, and during this past holiday season he took part in celebrating 25 years of their Winter Candy Apple product line by sharing a few favorites with my family members.

The conversation provides details of Bath & Body Works’ innovative approach to loyalty, execution, and customer engagement. You will learn how all of that translates into real financial gains for their business and you will hear from stunning program metrics, for example:

• The program has 38 million members who are active in the most recent 12 months
• Members account for 80% of total revenue
• Member satisfaction rates are 93%

Most importantly, listening to this webinar, you will pick up tips on how you can improve your own loyalty program operations and set yourself up for success in 2025.