Is Personalization The Next BIG THING in Retail? (feat. Ben Chesser)

Ben Chesser built loyalty programs for Coca-Cola and BMW before betting 16 years on malls. According to Ben, the metric that actually matters isn't points or member counts. It's the share of a mall's total spend flowing through its loyalty program. Michael sits down with Ben Chesser, Founder & CEO of Coniq, to break down why loyalty is more relevant than ever, how AI is turning one-way email blasts into real-time conversations, and the exact moves that lift spend per visit. In this episode: • How loyalty has shifted from gathering customer data to one-to-one personalization • What the REAL metric to measure is for loyalty success • The "reset" tactic that's worked for world-class retail destinations • How discounts should be used to break brand barriers • Why starting with a low-cost AI concierge agent and a QR code beats launching a full points program ABOUT OUR GUEST: Ben Chesser is the Founder & CEO of Coniq, which he started 16 years ago after building loyalty programs for brands like Coca-Cola and BMW, landing squarely in Bicester Village to solve for who shops, when, and how much they spend. Today Coniq serves 120 clients and 30 million users across roughly 20 countries, built specifically to build and measure loyalty in shopping malls. LINKS & RESOURCES: 💰 Download our Mall Revenue Engine guide 💰 https://www.mappedin.com/resources/gu... 🤝 Connect with Michael on LinkedIn:   / michaelpasket   📅 Book time with Michael: https://meetings.hubspot.com/michael-... 🔗 Learn more about Mappedin: https://www.mappedin.com/industries/m... #MallStrategy #RetailRealEstate #CustomerLoyalty #ShoppingMalls #RetailInnovation #MallMarketing