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Dunkin’ President Scott Murphy Discusses Customer Loyalty with Bank of America’s President of Retail Banking, Holly O’Neill


Dunkin’ president Scott Murphy recently sat down with the president of retail banking at Bank of America, Holly O’Neill, for an engaging discussion about customer loyalty. During their conversation, Scott discussed the latest updates in the Dunkin’ Rewards app, the brand’s menu innovations, and that unforgettable Super Bowl ad. Check out the full episode below in Holly’s web series, Gamechangers:

After showing Holly around one of our Next Generation stores, complete with Dunkin’ beverages on-tap –served at a perfectly refreshing 38 degrees – Scott discussed customer loyalty, or, as he calls it, job number one.

“Dunkin’ is in the fabric of people’s lives,” Scott said, which has helped Dunkin’ stay relevant for 70 years and consistently rank as the company with the most loyal customer base. Both leaders agreed it’s vital to reward that loyalty, noting the similarities between Dunkin’ Rewards and Bank of America’s Preferred Rewards program.

Speaking of loyal customers, Scott gave Holly the 411 on Dunkin’s partnership with celeb super fan, Ben Affleck. The match made in marketing heaven led to a Super Bowl commercial that was ranked number one and became the most searched ad on YouTube the day after the big game.

“We knew we’d captured something magic” when the shoot wrapped, Scott said.

To learn more about these two powerhouse brands, watch the video!


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VIDEO: Serving Up Customer Experiences: Holly O’Neill & Dunkin’ President Scott Murphy

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