Forget points. Loyalty in retail is built on trust, community, and connection — and Chubbies proves it.In this episode of Looped In, I sit down with Nishant Khanduja, Head of Digital & Retention at Chubbies (ex-American Airlines, IHG), to unpack what keeps customers coming back long after the first purchase.➡️ We cover:Why retail loyalty today is less about discounts and more about authentic engagement.How Chubbies built a voice of the customer program that feeds directly into product design.The omnichannel feedback opportunity: connecting insights from digital and physical retail to fuel product and retention strategies.Untapped opportunities: co-creating products with your community and leveraging customers as authentic influencers.Why the post-purchase journey is just the beginning of loyalty, not the end.How retargeting, both online and in-store, can tip the balance from browsing to conversion.With his cross-industry perspective and deep focus on retention, Nishant shares concrete lessons on how brands can create emotional stickiness — and translate it into sustainable growth.

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