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As many restaurant chains worked to adapt to new food-service standards, the risk of losing loyal and engaged customers becomes even more heightened. Ana Guzman, director of loyalty and customer engagement at TGI Fridays, is working to figure out how to drive that same relationship when people are ordering online and getting curbside pickup.

Mark Johnson, CEO of Loyalty360, talks with Guzman about TGI Fridays’ loyalty and customer engagement efforts, and how the brand is improving their rewards program to better serve their loyal customer base.