In episode 416 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Deanna Hernandez, senior manager of digital offers and loyalty at McDonald's, the leading global foodservice retailer. Hernandez discusses her role and responsibilities (0:43), how McDonald's is evolving to match consumers' changing digital behaviors (1:40), and how digital engagement results in more loyal customers for the company (2:36).

Hernandez shares what a successful loyalty program looks like at McDonald's (3:15), how the restaurant chain factors in customer feedback (4:38), and why the company prioritizes employee training and feedback to drive its loyalty program (5:30). Lastly, Hernandez shares her advice for other brands that are considering launching a loyalty program (8:20).

This episode was recorded live at CRMC 2023 in Chicago. The podcast series is sponsored by PRIMO.

Deanna Hernandez is a digital and loyalty marketing leader with over 12 years of marketing and e-commerce experience across a variety of industries. She's a highly motivated, results-orientated professional with key skill sets in leading strategy, analyzing data and communicating insights with stakeholders at all levels of an organization. Hernandez leads with an emphasis on organization and collaboration to guide teams to success. She thrives in a forward-thinking culture and is a proud graduate of the Kellogg School of Management at Northwestern University.