Small Pennsylvania Express Produces Big MILITARY STAR Numbers—Thanks to One Associate

Moon Township in Pennsylvania is best known for being home to the Pittsburgh International Airport, but it also has a small Army Reserve post that features an Express. While the Express is open to the public, the shoppers who come through the Express are mostly retirees, as well as reservists on training weekends.

And yet, despite the store’s small size, seemingly every customer walks out a new MILITARY STAR_® cardmember, thanks to the Moon Express’ secret weapon: customer experience associate Laurie Pollard.

In 2023, Pollard garnered 449 approved MILITARY STAR applications—the 10^th most among associates worldwide. Pollard was recognized for her success in a presentation last month. She was presented with then-Exchange COO Jason Rosenberg’s coin for being featured in the February 2024 Operation: Call Out. She also earned a 316^th Sustainment Command Coin on behalf of Commanding General Brig. Gen. John Rhodes.

Moon Express customer experience associate Laurie Pollard is recognized for her work promoting the MILITARY STAR card. From left: Greg Toth, Human Resources Officer for the 316th Sustainment Command (Expeditionary); Ryan Rodeback, Moon Express store manager; Laurie Pollard; and Leazel Williams, Carlisle Barracks Consolidated Exchange general manager. In 2023, In 2023, Pollard garnered 449 approved MILITARY STAR applications—the 10^th most among associates worldwide.

“Laurie is the face of this facility,” said Express Manager Ryan Rodeback. “When I came to the store a year ago, I challenged her to see if she could get 100 approved applications. She was hesitant, because for a facility this size, that’s a lot. But she hit 100, and I said, ‘Let’s try for 150,’and she hit that, then I said 300, and she just kept going.”

Pollard tells every one of her shoppers about the card.

“I really go into detail and explain the card,” said Pollard, who has been with the Exchange for 21 years. “I can’t just say one thing about it and hope they’ll sign up. I have to tell them all the ways the card benefits them.”

With so many shoppers using their MILITARY STAR cards, the Moon Express’ penetration rate—percentage of transactions in which MILITARY STAR is used—sits at 26.55%, 10 percentage points higher than the worldwide store average of 16%.

Pollard is already on track to exceed her previous year’s accomplishments. In February 2023, the Express had zero approved applications. This February, it had 80.

“I love my customers,” Pollard said. “I love promoting the MILITARY STAR card. I love this whole place.”