Leading convenience and fuel retailers from across the country joined PAR Retail for our dynamic two-day Customer Forum in Nashville. While we covered a wide range of topics—from employee engagement to payment trends—one message rang clear across every conversation:
Your customers are everywhere. Your loyalty program should be too.
A mobile app alone isn’t enough. Loyalty must be embedded across every touchpoint, from the forecourt to the checkout. It needs to meet customers where they are—and make every interaction count.
Here are some of the key themes that emerged from our sessions and discussions:
Unified Payment + Loyalty = Seamless Customer Experience
Combining payment and loyalty systems creates a smoother experience for customers and unlocks deeper insights for retailers. When these systems are integrated, it’s easier to personalize offers, reduce friction at checkout, and streamline operations—all while capturing valuable data that drives better business outcomes.
Competing with QSRs Means Acting Like One—And Then Some
The $406B QSR market presents a massive opportunity for c-stores, but only for those who can compete on quality, speed, and value. In fact, 28.7% of convenience store shoppers plan to stop at a QSR within 30 minutes of their visit—highlighting just how directly c-stores are competing for those same foodservice dollars. With the right menu, technology, and strategy, convenience retailers can rival the experience of a drive-thru—while differentiating themselves through unique promotions, frictionless loyalty, and personalized engagement.
The Frontline is the Front Door to Loyalty
Employee turnover remains a major challenge in the industry. But loyalty can be part of the solution—not just for customers, but for employees, too. When loyalty is prioritized across the entire corporate organization, that focus trickles down to store-level teams. Training, incentives, and operations become aligned around loyalty objectives, empowering frontline staff to play an active role in driving program success. We discussed how recognizing, rewarding, and equipping employees can help reduce churn—and transform them into loyalty ambassadors who grow participation from the ground up.
Purpose-Built Kiosks Are Bringing Loyalty Into the Aisles
In-store digital engagement is no longer optional. Purpose-built kiosk solutions are transforming the in-store experience. While they offer faster, more efficient checkout options, their value goes far beyond speed. Kiosks provide a powerful opportunity to engage customers at key moments—enabling loyalty enrollment, surfacing targeted offers, supporting alternative payment methods, and helping retailers connect digital strategies with in-store interactions.
Agility, Innovation, and Partnership Are More Important Than Ever
As customer expectations evolve and regulations tighten, retailers must be ready to adapt. From sustainability initiatives to next-gen customer experiences, we heard loud and clear that the future will belong to those who can stay agile—backed by the right partners and platforms to support them.
Looking Ahead
The conversations from this year’s Customer Forum reinforced a powerful message: loyalty is no longer a single-channel effort. It’s a strategy that must span every channel, every visit, and every guest.
At PAR Retail, we’re excited to keep building that future—together with our customers, partners, and the c-store industry as a whole.
Want to learn more about our purpose-built solutions? Get in touch!
