How MERGE Uses Smart Storytelling & Data To Build Brand Loyalty

Why tomorrow’s wellness winners won’t just push products — they’ll craft emotionally resonant journeys powered by AI-sharpened insights

Today’s health and wellness consumers aren’t just seeking products and services – they’re seeking experiences that feel personal, intelligent and aligned with their lifestyle. For brands, that means moving beyond traditional campaigns to deliver connection, consistency and meaning at every touchpoint.

That’s where MERGE stands out. As a marketing and technology company, MERGE uniquely bridges the gap between storytelling and systems, helping brands meet consumers where they are — and move them to action. With expertise across both creative and tech, MERGE builds seamless, data-informed experiences that turn engagement into loyalty. Nicole Turner, Managing Director of the Consumer & Lifestyle division, shares how the team uses insight, emotion and innovation to help wellness brands thrive in a saturated, fast-moving market.

Athletech News: How does MERGE’s approach of combining marketing and technology set it apart in the industry?

Nicole Turner: MERGE sits at the intersection of marketing and technology – a space where strategy, storytelling and systems seamlessly converge. Our unique strength lies in our ability to partner with a Chief Marketing Officer and a Chief Technology Officer for our clients, which allows us to not only develop powerful narratives but also bring them to life through the right platforms, channels and tools.

We continuously build, refine and optimize within enterprise technologies like Adobe and Salesforce, and we lead large-scale omnichannel efforts that support brand growth. But what truly sets us apart is how we create contagious, personalized experiences along the path to purchasing that feel personal, intuitive and emotionally resonant. We help brands create meaningful interactions that evolve into long-term loyalty — anchoring them in the lives of the modern wellness consumer.

ATN: How does MERGE define “data-driven holistic personalized health solutions,” and why is this concept critical to the evolution of the fitness and wellness industry?

NT: We see data-driven holistic personalized health solutions as the ability to use technology and insight to create experiences that truly support the whole consumer. It’s not just about promoting a product; it’s about building meaningful connections that support someone’s health, wellness and lifestyle.

We look at how consumers make decisions, what kind of support they expect and how they move through their relationship with a brand. Then we design personalized communications and creative experiences that meet them where they are, whether that’s through digital channels, in-store or in-app.

This approach helps brands move from offering individual services to delivering more connected, ongoing value.

ATN: As the fitness and wellness industry works to deliver more comprehensive member experiences, where are the biggest gaps between consumer expectations and what’s currently being delivered?

NT: The biggest gaps come down to friction in the experience and lack of personalization. Today’s consumers expect a connected, seamless experience — whether they’re working out, tracking progress through a wearable or making choices about nutrition. They’re willing to opt in and engage deeply, but only if the experience feels intuitive and relevant.

When brands miss the mark by not using data effectively or failing to connect key touchpoints, it creates friction, disrupts trust and often leaves a lasting negative impression.

At MERGE, we help bridge that gap by designing personalized marketing experiences using storytelling through technology that carry across digital and in-person moments. Whether it’s a mobile app syncing with an in-store visit or a targeted email that lands at just the right time, we help brands keep the experience flowing in ways that feel meaningful to the consumer.

ATN: In what ways are AI and machine-learning  helping to fill these gaps and transform how consumers engage with health and wellness brands?

NT: AI and machine-learning are essential for turning complex consumer health data into personalized, actionable experiences. These technologies empower individuals to better manage their fitness and wellness journeys while enabling brands to reach the right customer at the right time.

At MERGE, we use scalable tech platforms to create and optimize frameworks that support these moments, and we pair that with strong storytelling that simplifies the message, builds trust and drives deeper engagement.

ATN: What common mistakes do brands make when investing in personalization, and how can they be avoided?

NT: A common mistake is focusing too much on data and not enough on the human element. Brands often have ample data, but the challenge lies in simplifying it and connecting with consumers on an emotional level.

Personalization without empathy can feel intrusive. It’s essential to apply the emotional quotient —  understanding and integrating human emotions into the data-driven approach.

Another mistake is failing to integrate data across touchpoints, leading to inconsistent communication. Crafting a narrative that evokes emotion across all channels is key to maintaining consumer engagement.

ATN: What role does storytelling play in helping health-focused brands stand out?

NT: In a crowded marketplace, especially with the constant buzz of social media, storytelling is more important than ever. It’s what allows brands to break through, connect on a human level,and build lasting trust. People don’t just buy products — they buy stories.

ATN: What are some real-world examples of how MERGE’s integrated approach to marketing and technology is driving measurable success?

NT: We partnered with a global restaurant chain in the healthy food space to reimagine their customer experience to create appetite appeal, drive engagement and increase sales. By leveraging data to geo-target consumers, we enabled personalized app experiences, such as suggesting menu items and providing nutritional information upon entering the restaurant. This led to a significant increase in visits.

We also work with a wearables tech company to shape their consumer approach, using past purchase information and lifestyle cues to craft personalized messages for new product launches, resulting in a significant lift in engagement.

ATN: For operators and brand leaders trying to future-proof their business, what’s one piece of advice you’d offer when it comes to investing in tech-forward, customer-centric health solutions?

NT: Prioritize a strong technology platform to organize your data and don’t underestimate the power of storytelling. Invest in platforms that let you meet customers at key touchpoints, then use narrative to bring those connections to life.

Storytelling isn’t just about marketing —  it’s how brands earn trust, build loyalty and create emotional value. When done right, it fuels growth and scale while elevating the brand beyond products and into people’s lives.

This article originally appeared in ATN’s 2025 Wellness Room: The Art & Science of Integrating Recovery, which maps the forces redefining how operators retain members, monetize square footage and prepare their brands for a dynamic future. Download the free report.