The best loyalty programs are about more than just points and perks: they’re about generosity. In this episode of Soul & Science, Jason Harris sits down with Andrew Rebhun, Chief Experience Officer at CAVA, to discuss how a rapidly growing brand maintains its soul and fosters relationships with customers. From his career roots at Ford and McDonald's to leading CAVA’s marketing and experience strategy, Andrew explains why real loyalty comes from emotional connections with customers. Andrew shares the philosophy behind CAVA’s “Mediterranean hospitality,” how CAVA empowers its frontline teams to give back to their customers, and how listening to customer feedback can turn casual guests into brand advocates. From revamping CAVA’s rewards program to bringing back white sweet potatoes, the conversation explores how leaders can drive growth and impact by focusing on human warmth and staying true to their core fundamentals. ⏱️ Chapters 01:30 – From Selling Beanie Babies to CMO of CAVA 05:40 – “Take the Tough Assignments" 07:24 – What Makes a Good Loyalty Program 11:10 – The Holy Grail of Rewards Programs 13:10 – Spreadsheets vs. Real Connection 16:40 – Innovating with Status Matching 18:50 – Using AI to Enhance Guest Experiences 20:00 – Reward Programs’ Missed Opportunity 21:15 – The Mediterranean Menu 24:30 – Scaling with Integrity 25:50 – Generosity and the “Love Button” 30:20 – “Bring the Weather” Brought to you by Mekanism.