Let's Talk Loyalty: Recent Episodes
Paula Thomas
“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals.
If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world.
In this episode, we bring Audience Rewards President Katie Dalton to center stage. Katie leads the ongoing development and operation of Audience Rewards, while also serving as Co-Founder of The Broadway Women’s Alliance.
Audience Rewards is the only loyalty programme dedicated to Broadway and has continued to evolve into a best-in-class audience engagement platform. Founded by the primary theatre owners, the programme helps shows better understand, engage and retain theatregoers, while creating new opportunities to connect Broadway with audiences and partners in meaningful ways.
Under Katie’s leadership, Audience Rewards has expanded its role in transforming how Broadway connects with fans—leveraging loyalty, partnerships and customer insights to create deeper relationships with theatre audiences.
Hosted by Bill Hanifin
Show Notes:
1) Katie Dalton
2)Audience Rewards
3) Broadway
4) Tiny Beautiful Things (Book Recommendation)
In this Best of the Back Catalogue episode, former Yuu Rewards COO Mark Sage shares the story behind building one of Hong Kong's most successful loyalty programmes, from complex technology integrations to creating a customer experience that truly resonated.
🎧 Listen now to discover the lessons behind a standout loyalty launch.
Show Notes:
1) Yuu Rewards
2) Mark Sage
3) #61: Yuu Rewards, Hong Kong's New Coalition Programme
This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format onwww.Loyalty.TV.
In this episode, Nyeleti reconnects with Raghu Mahadevan, Executive Vice President, Chief Digital Officer and Chief Information Officer at 7-Eleven, five years after his first appearance on the show, to explore how one of the world's most iconic retailers is evolving its loyalty, digital, and AI strategy.
The conversation explores the growth of 7Rewards, the integration of Speedy Rewards, and how personalization is expanding across fuel, in-store, and digital experiences to create more connected customer journeys.
A key theme is that innovation is rarely a straight line. From mobile checkout and conversational AI to customer engagement and loyalty, Nyeleti and Raghu discuss why successful innovation depends on continuous testing, learning, and knowing when to pivot as customer expectations evolve.
Looking ahead to 7-Eleven's centenary, they explore what the future of convenience looks like—and how loyalty, technology, and customer insight will shape the next 100 years.
This episode offers a practical perspective on building loyalty at scale while continuously redefining convenience.
Hosted by Nyeleti Sue-Angel Nkuna.
Show Notes:
1) Raghu Mahadevan
2) 7-Eleven
3) 7Rewards
4) Proximity - Book recommendation
5)#161: 7-Eleven Shares Secrets to Success & Driving Loyalty with 7REWARDS.
In this Best of the Back Catalogue episode of Let's Talk Loyalty, we revisit a conversation with BP, one of the world's largest fuel retailers.
Olivier Martinet, who led BP's loyalty initiatives for more than 26+years, shares how the company tailors its digital platforms and loyalty strategies to different market needs while maintaining global standards. From moving beyond points to delivering mass-personalised experiences, this episode explores how BP drives meaningful customer loyalty at a global scale.
Show Notes:
1)Olivier Martinet - Former VP Global Retail Marketing, Insights & Loyalty
2) BP
3) #60: BP Discusses Driving Loyalty in Fuel & Convenience Globally
What happens when two loyalty experts stop agreeing and start challenging everything?
Adam Posner and Carly Neubauer bring their bold, unscripted Loyalty Roast format to Let's Talk Loyalty & Loyalty TV , tackling the biggest debates shaping the industry today.
From whether friction can actually strengthen experiences, to the truth behind emotional loyalty and the risks of disguising benefit cuts as improvements, this episode delivers honest opinions, fresh perspectives, and a provocative look at the future of loyalty in the age of AI.
Hosted by Charlie Hills
Show Notes:
1) Adam Posner
2) Carly Neubauer
3) Unreasonable Hospitality - Book recommendation
4) Behave - Book recommendation
In this Best of the Back Catalogue episode of Let's Talk Loyalty, we revisit the story of Wiiv Rewards, Mauritius' pioneering coalition loyalty programme launched by IBL Group.
Designed to unite leading brands across grocery, pharmacy, transport and leisure, Wiiv built a community-first loyalty ecosystem that quickly gained international recognition. In 2018, the programme won the Regional Loyalty Champion Award for the Middle East & Africa and was Highly Commended for Best New Loyalty Programme Launch at the Loyalty Magazine Awards.
A timeless conversation exploring coalition loyalty, community engagement and the strategies behind one of Africa's most celebrated loyalty programme launches.
Show Notes:
1)Wiiv Rewards, Mauritius
2)Delphine Lagesse
3) Cécile Henry
4)#57: Award-winning loyalty programme in Mauritius - Wiiv Rewards
Wise Marketer Group's CMO, Aaron Dauphinee, connects with PNC Bank's Head of Loyalty Strategy and Platforms, Victoria Dravneek, to talk about how PNC Bank is building genuine customer loyalty in a category where trust is the product - and what the launch of PNC TotalRewards tell us about the future of relationship banking.
In April 2026, PNC Bank officially launched PNC TotalRewards — a new relationship-based loyalty program that gives clients a clear, structured way to see the value of their banking relationship and earn greater benefits as that relationship grows. With Silver, Gold, and Platinum tiers tied to relationship depth — and benefits spanning enhanced credit card rewards, elevated savings rates, cash rewards on lending, and priority servicing — PNC TotalRewards represents one of the most substantive loyalty moves a major U.S. bank has made in years.
Show Notes:
1) Victoria Dravneek
2) PNC Bank
3) PNC TotalRewards
4) Ultimate Question by Fred Reichheld
In this Best of the Back Catalogue episode, we revisit our conversation with Camilo Courtenay, Former Loyalty Product Manager for Vodafone UK's award-winning VeryMe Rewards programme.
Launched in 2018, VeryMe Rewards has become a standout example of customer loyalty in the highly competitive telecommunications sector, delivering personalised experiences and driving nearly 30 million reward redemptions in just two years.
Camilo shares how Vodafone uses partnerships, personalisation and customer feedback to create meaningful rewards that go beyond transactions. He also explores the brand's innovative gifting strategy, designed to build emotional loyalty by delighting customers and even extending value to their family and friends.
This episode is packed with practical insights for loyalty professionals looking to strengthen retention, create emotional connections and design loyalty programmes that stand out in crowded markets.
Show Notes:
1) Camilo Courtenay
2) Vodafone UK
3) VeryMe Rewards
4) #55: Vodafone UK's Loyalty Programme - Very Me Rewards with Camilo Courtenay
Today’s edition of Let’s Talk Loyalty and Loyalty TV discusses ITA Group’s latest loyalty research “Quantifying Customer Loyalty’s Hidden Drivers”, featuring educational and actionable insights around the power and importance of emotional connection.
Our guest is Chris Jones, Senior Vice-President for ITA Group.
Based in the USA and 100% employee owned, ITA Group is a global engagement and loyalty consulting company that helps clients improve business performance through experiences, incentives, loyalty programs, research, and technology.
Chris unpacks this research showing that emotionally connected customers visit 8x more often and spend about a third more than other customers, using real examples from leading brands like Casey's, North Face, and Chewy.
The research also shows why frontline employees can make or break a program, and where AI genuinely adds value in personalization at scale.
Hosted by Bridget Blaise-Shamai
This episode is sponsored by ITA Group,Inc.
Show Notes:
1)Chris Jones
2) ITA Group Research: Quantifying customer loyalty’s hidden drivers
3) ITA Group Research: Transforming Customer Loyalty Programs
4) For more information about ITA Group’s Customer Loyalty Solutions: https://www.itagroup.com/what-we-do/customer-loyalty
5)Book recommendation: How Great Ideas Happen: The Hidden Steps Behind Breakthrough Success:
This week, we're revisiting a standout episode from the Let's Talk Loyalty's back catalogue, first released in 2020. Pavel Los, Former Global Loyalty Manager at Shell, shares how one of the world's largest brands built award-winning loyalty programmes across multiple markets—covering customer value, partnerships, meaningful measurement and sustainability.
Six years on, these insights remain just as relevant for anyone designing loyalty strategies today.
Show Notes:
1) Pavel Los
2) Shell Go+
3) Shell Clubsmart
4) #53: Driving Loyalty in Shell worldwide - Pavel Los shares insights on his award-winning loyalty programmes
Dr Kaveer Maharaj, CEO of The Nudge Lab, who holds a PhD in Loyalty and Behavioural Science joins Let's Talk Loyalty and Loyalty TV to challenge how the industry defines and measures loyalty.
Together we explore whether "loyalty programmes" is even the right term, the three types of loyalty (including the one often overlooked), and why brands struggle to measure true customer value beyond transactions and points. The discussion also highlights key industry challenges, from capability gaps to quantifying emotional and behavioural loyalty in a commercially meaningful way.
A thought-provoking conversation on whether the industry is truly measuring what matters.
Hosted by Lisa Brightwell.
Show Notes:
1) Dr Kaveer Maharaj
2)The Nudge Lab
3)The Psychology of Money by Morgan Housel
This week, we revisit our conversation with Kim Hardaker Former Vice President of Loyalty & Partnership from Etihad Guest, now VP of Loyalty & Sustainability at Riyadh Air.
Kim shares how Etihad Guest — with 7M+ members worldwide — evolved through unprecedented disruption, including the launch of its standout "World of Thoughtfulness" campaign.
Show Notes:
1)Kim Hardaker
2)Etihad Guest
3) #48: Etihad Guest - Loyalty Insights from Etihad Airways
This episode of Let’s Talk Loyalty and Loyalty TV is a Perfect Master Class in Gamification. We had the pleasure of talking to Mrinalini Chowdhary, Director of Strategy and Insights at EMEAEpsilon.
Epsilon has been helping clients deliver loyalty objectives globally for more than 50 years. Epsilon Loyalty combines deep loyalty expertise with enterprise-grade technology to create growth-based programs that fundamentally change habits and deliver measurable long-term value to its clients.
However, today's podcast is not about technology. It is not about points, tiers, business rules.
It is about gamification, changing customer behavior through truly understanding consumer psychology.
Hosted by Amanda Cromhout
This episode is sponsored by Epsilon.
Epsilon has been helping clients deliver on their loyalty objectives globally for more than 50 years. Today, Epsilon Loyalty combines deep loyalty expertise with enterprise-grade technology to create growth-based programmes that fundamentally change habits and deliver measurable long-term value.
Show Notes:
1)Mrinalini Chowdhary
2)Epsilon
3)Atomic Habits - James Clear
We revisit insights from Dell’s Mitch Kennedy on how one of the world’s most iconic technology companies is “powering the next technological revolution” through loyalty and engagement innovation.
With a strong focus on clear and measurable business outcomes, Mitch shares perspectives on the effectiveness of transactional rewards, the growing role of gamification, and the importance of understanding human psychology in shaping customer behaviour. The conversation also highlights the evolution and global impact of Dell’s Advantage Rewards programme and broader loyalty initiatives.
Show Notes:
1)Mitch Kennedy
2) Dell Advantage Programme
3) Book: Drive: The Surprising Truth about What Motivates Us by Daniel Pink
4) Book: Actionable Gamification by Yu-Kai Chou
5) #46: Dell's Global Loyalty Lead - Exploring Gamification
Zeta Global explores how organisations can unlock the full value of loyalty data and turn it into a powerful driver of customer growth, in conversation with Georgia Gkolfinopoulou and Chad S.White. Despite widespread recognition of loyalty programs as key engagement engines, many brands still struggle to translate data into action.
Drawing on insights from a Forrester Consulting study, the discussion highlights persistent challenges including fragmented MarTech stacks, siloed systems, and limited data integration. While most organisations collect first- and zero-party data, many lack the infrastructure and alignment needed to activate it effectively across channels.
Georgia and Chad, outline a clear path forward—centralised customer data, advanced analytics, and true omnichannel orchestration—alongside the growing role of AI, data augmentation, and intent signals. Together, these capabilities are reshaping loyalty from a transactional tool into a long-term customer relationship and growth engine.
Hosted by Bridget Blaise-Shamai
This episode is sponsored by Zeta Global
Show Notes:
1)Zeta Global
2)Georgia Gkolfinopoulou
3)Chad S.White
4)Forrester Consulting study
5) Start with Why - Simon Sinek - Book Recommendation by Georgia
6) The Checklist Manifesto - Book Recommendation by Chad
7) Email Marketing Rules book by Chad S. White
When Sky recognised that loyal customers didn't always feel rewarded for their commitment, it transformed its approach to customer loyalty.
In this classic Let's Talk Loyalty episode, Rob Chandler , Former Head of Customer Loyalty shares the story behind Sky VIP – the industry's first tenure-based programme built on the promise that "the longer you stay, the better it gets."
From exclusive experiences to innovative ways of saying thank you, this episode offers timeless insights into creating loyalty that lasts.
Show Notes:-
1) Rob Chandler
2) Sky VIP
3) #39: Sky VIP UK with Head of Customer Loyalty, Rob Chandler
Laurie Blair, SVP of Global Marketing & Loyalty atHyatt, joins us today to unpack how Hyatt is redefining loyalty through its purpose of care. From “Empathy + Action = Care” to AI-driven personalization, strategic partnerships, and transparent reward design, Lloyd reveals how World of Hyatt continues to outpace expectations in hospitality loyalty. This episode explores how emotional connection, not just points, is shaping the future of loyalty.
Hosted by Bridget Blaise – Shamai
Show Notes:
1) Laurie Blair
2) Hyatt
3) Unreasonable Hospitality.
As loyalty programmes continue to evolve, some of the most valuable lessons come from brands that focused on simplicity and customer value from the start.
In this episode of Let's Talk Loyalty, we revisit the story of the ebookers Bonus+ Rewards Programme, launched by online travel agency ebookers in 2016. Designed to be straightforward, generous, and mobile-first, Bonus+ demonstrated how travel brands could use loyalty to create meaningful differentiation in a highly competitive market.
Listen back as the team shares how they built the programme, the key performance indicators that mattered most, and how they adapted their thinking around member needs and expectations during the unprecedented challenges of the COVID-19 pandemic.
Since this conversation was first recorded, ebookers' parent company, Expedia Group, has continued to consolidate its loyalty strategy across its portfolio of travel brands. Looking back, this episode provides a fascinating snapshot of a period when individual travel brands were developing distinctive loyalty propositions of their own, offering lessons that remain highly relevant for loyalty professionals today.
Whether you're interested in travel loyalty, digital engagement, or the enduring power of keeping loyalty simple, this episode is well worth revisiting.
Show Notes:
1) Nicki Helfet
2) ebookers Bonus+ Rewards Programme
3) Expedia Group
4) #38: ebookers Bonus+ Rewards Programme
In this episode we are delighted to interview Rory Sutherland and Dan Bennett, respectively the President Emeritus and the Senior Partner, Lead of Behavioural Science, for Ogilvy Consulting.
Rory has a fascination with the vagaries of human decision making – he sees the world of advertising, marketing and loyalty as a sort of Galapagos Island for behavioural science. An accidental TikTok star as well as a celebrated speaker and writer, Rory has found his blend of wit and behavioural insight resonates with audiences far beyond the boardroom. It’s this same passion that inspired him to found Ogilvy’s Behavioural Science Practice and to write his Book Alchemy: the Surprising Power of Ideas that don’t quite make sense. His 12-week CPD accredited MAD//Masters course helps marketers make sense of accelerated disruption and use a tried and tested mix of creativity, innovation and behavioural science to their competitive advantage.
Dan is the global lead of behavioural science at Ogilvy Consulting, pioneering the creative application of behavioural science to solve complex challenges. He has managed over 1000 behaviour change projects with a portfolio spanning 100+ major brands. He also curates Nudgestock, the world’s largest behavioural science festival.
In this episode, Rory and Dan share their insights on loyalty, behavioural science and cover hot topics from their favourite programmes, to generosity to subscriptions to partnerships and more. We’ll also be learning about their favourite books and highlights and key learnings from the many sectors and programmes they have worked on.
Hosted by Charlie Hills
Show Notes:-
1) Rory Sutherland
2) Dan Bennett
3) Ogilvy Consulting
4) Nudge Stock
5) MAD//Masters
6) Obvious Adams (Book Recommendation)
7) Creativity (Book Recommendation)
8) Alchemy (Book Recommendation)
9) Positioning: The Battle of Your Mind ( Book Recommendation)
10) Reimagining Cinema Loyalty: Polly Jones on Digital, Data & the Future of ODEON (#739)
In this Best of Our Back Catalogue episode, we speak with Kristen Gall about how Rakuten Rewards became one of the world’s largest cashback programs. We explore affiliate marketing, major brand partnerships, global sports sponsorships, and emerging retail trends shaping consumer spending today.
Show Notes: 1) Kristen Gall
2) Rakuten
3) Rakuten US
4) Rakuten Group
5) Rakuten Optimism Conference
6) Marketplace 3.0 – by Hiroshi Mikitani (Author)
7) #36: Rakuten Rewards
Today's episode is with Shikha Narula - Managing Director, Head of Consumer Deposit Products, Transformation and Rewards – Bank of America.
Bank of America recently announced BofA Rewards, a no fee program designed to reward clients throughout their financial journey. The program went live on May 27, 2026, and represents an evolution of Preferred Rewards that embodies a comprehensive approach to customer loyalty.
Shikha and we dig in to why this approach is well suited to build strong and lasting relationships with banking customers and how it is strategically positioned into BofA’s overall growth strategy.
Shikha and her team are responsible for developing and delivering client-centric strategies and innovative solutions to meet Bank of America’s clients’ current and emerging financial needs. Prior to joining Bank of America in March 2022, Shikha was the head of US Consumer Lending Products at American Express and previously worked with Citigroup for 16 years.
Hosted by Bill Hanifin - Wiser Loyalty podcast, a series produced in partnership between Let’s Talk Loyalty and The Wise Marketer™.
Please note the episode was recorded on March 31 2026 prior to the new BofA Rewards launch
Show Notes :-
1) Shikha Narula
2) Bank of America.
3) BofA Rewards
5) Smart Brevity (Book Recommendation)
6) The Wall Street Journal (Article Recommendation)
This week, we’re revisiting one of our most insightful conversations with Bridget Blaise-Shamai, former President of the AAdvantage Program at American Airlines — and now one of our wonderful Let’s Talk Loyalty hosts.
In this episode, Bridget shares timeless lessons on customer engagement, personalization, loyalty ecosystems, and why relevance is at the heart of every successful loyalty strategy.
From building emotional connection with customers to creating value beyond travel, this conversation remains incredibly relevant for loyalty marketers today.
A must-listen episode for anyone thinking about the future of loyalty, trust, and customer relationships.
Show Notes:
1) Bridget Blaise-Shamai
2) AAdvantage Program
3) American Airlines
4)#32: AAdvantage - Caring for Loyal Customers through Challenging Times.
Our guest today is Reba Hatcher, Chief Commercial Officer, ButcherBox. Launched in 2015, ButcherBox set out to do something deceptively simple: deliver high-quality, humanely raised meat and seafood directly to consumers who were tired of compromising at the grocery store. A decade later, the company is one of the central options of the American grocery shopping experience.
In this conversation we learn the answer to one big question: “what does loyalty look like for a brand whose business is subscription based? Reba talks about the development and launch of “Sizzle Society”, explaining how ButcherBox designed a loyalty program that fits the rhythms of a subscription business. The program has registered impressive results to date - a 2x ROI, near-universal opt-in, and a flagship experience, the Chef’s Table dinner series.
Hosted by Bill Hanifin
Show Notes
1)Reba Hatcher
2) ButcherBox
3) Walk Through Fire (Book Reccomendation)
Smiles by e& is a leading UAE lifestyle and loyalty ecosystem that has evolved far beyond traditional telecom rewards into a full-scale digital engagement platform.
Antonio Ricciardi explains how Smiles transformed from a conventional telecom loyalty programme into one of the UAE’s most connected lifestyle ecosystems.
The platform now extends beyond telco customers, delivering everyday relevance through grocery, strategic partnerships, personalization, and AI. This shift reflects a broader vision of loyalty — moving from standalone rewards to integrated digital commerce ecosystems that shape daily consumer behaviour.
Hosted by Lisa Brightwell
Show Notes:
1) Antonio Ricciardi
2) e&
3) Smiles
4) The Mamba Mentality (Book Recommendation)
In this episode, we speak with Brad Anderson, Vice President of Hilton Honors at Hilton about how one of the world’s largest hospitality loyalty programs is evolving to deliver more value, flexibility and recognition for its more than 250 million members.
Brad shares how Hilton Honors fuels direct bookings~~,~~ and strengthens hotel owner economics, while creating more meaningful experiences for guests through benefits, partnerships and news ways to stay. He also discuss recent updates to the award-winning program, including enhanced elite tiers and new rewards designed to give members more certainty and choice when they travel.
The conversation explores Hilton’s expansion across key international markets and its focus on delivering consistent yet locally relevant experiences across more than 9,200+ properties globally, while still reflecting the unique character of each destination. At it’s core, Hilton’s approach is rooted in listening to members and delivering stays that are not just seamless, but memorable – turning travel moments into lasting connections.
Hosted by Bridget Blaise-Shamai
Show Notes:
1)Brad Anderson
2)Hilton Honors
3)Hilton Worldwide Holdings
4)The Ride of a LifeTime - Book Recommendation
From premium rewards to unforgettable luxury experiences, this back catalogue episode explores how the Chalhoub Group built MUSE — a loyalty programme designed for high-value customers and luxury brands alike.
Join Nida Unas, Former Head of Group Loyalty at Chalhoub Group as she shares how the brand adapted customer engagement strategies, introduced innovative loyalty solutions, and reimagined premium experiences across the Middle East.
Show Notes:
1) Nida Unas
2) Chalhoub Group
3) MUSE
4)#29: Rewarding Loyalty with Luxury Experiences.
In this conversation, Miranda Bliss, Head of Loyalty, CRM and Performance Manager explores how Miele’s loyalty strategy reflects the future of customer engagement—shifting from transactional programs to seamless, omnichannel experiences built on trust, simplicity, and long-term value. The discussion covers meaningful value exchange, the risks of over-engineered loyalty, and how data, AI, and privacy are shaping the next era of loyalty strategy.
Hosted by Carly Neubauer
Show Notes:
1) Miranda Bliss
2) Miele
3) Mindset by Carol Dweck - Book recommendation
From our best of the back catalogue, this episode is a must-listen for anyone serious about loyalty strategy.
Coalition programmes are famously difficult to execute—balancing multiple partners, complex data, and a compelling value proposition. But when done right, their impact can be extraordinary. Few examples prove this better than flybuys Australia, which signed up one million members in its very first week.
In this episode of Let’s Talk Loyalty, Phil Hawkins, Former Operations Director at flybuys, shares five powerful lessons from over 25 years in loyalty marketing. From managing partner ecosystems to delivering meaningful customer value at scale, Phil offers practical insights grounded in real-world success.
If you’re looking to understand what it really takes to build and sustain a high-performing loyalty programme, this episode remains as relevant today as ever.
Show Notes:
1) Phil Hawkins
2) flybuys
3)#26: Australia’s Favourite Loyalty Programme: flybuys — 5 Lessons Learned in 25 Years
This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.
In this episode, we unpack the fourth edition of the Understanding Loyalty in Europe 4.0 white paper — exploring what it reveals about loyalty across 24 European markets and what it means for brands today.
Our guests are Charlie Hills, Chief Strategy Officer, and James Davies, Strategy Director at Mando Together with YouGov, they’ve built a longitudinal view of loyalty across Europe, using a consistent loyalty gauge measuring programme membership, appeal, and impact.
The conversation centres on a key tension highlighted in the research: participation in loyalty programmes is widespread, yet emotional connection remains limited. We explore what sits behind this gap, and how it varies across markets.
A core takeaway from the white paper is that there is no single European loyalty strategy — only different levels of maturity shaped by local context. We discuss what this means in practice, and whether loyalty programmes still differentiate or have become an expectation, with many brands over-relying on mechanics over meaningful connection.
We also reflect on what the research signals for the future — reinforcing the need for continuous evolution, test-and-learn approaches, and programmes that are built around real customer value.
This episode offers a clear perspective on how to interpret the findings of Understanding Loyalty in Europe 4.0 — and how leaders can move beyond participation towards meaningful impact.
Hosted by Nyeleti Sue-Angel Nkuna
Show Notes:
1) Charlie Hills
2)James Davies
3)Mando.
4) Understanding Loyalty in Europe 4.0
5) The Lean Startup : Book Recommendation
6) Knowledge is Beautiful : Book Recommendation
In this episode of Best of the Back Catalogue, airline loyalty programmes set the benchmark for scale, data, and revenue — and Emirates Skywards stands out as a leading example. Dr. Nejib Ben Khedher shares how the programme has evolved over time, from digital transformation to delivering real value for both members and the business. A sharp, insight-led look at what’s working today — and what’s next for loyalty.
Show Notes:
1)Dr. Nejib Ben Khedher
2)Emirates Skywards
Scene+ is a Canadian customer loyalty the program that was born from the union of Cineplex's SCENE program and Scotiabank's Scotia Rewards, and it has grown dramatically since. Today, Scene+ has more than 15 million members and is co-owned by Scotiabank, Empire Company Limited (2nd largest food retailer, Sobeys and other brands), and Cineplex (largest movie theatre operator). It spans categories including entertainment, groceries, travel, banking, home improvement — and now, as of early 2026 in partnership with Shell, fuel — making it one of the most comprehensive loyalty ecosystems in Canada.
Wise Marketer Group's CMO Aaron Dauphinee sits down with the President of Scene+, Tracey Pearce to have a candid conversation about the growth at Scene+, how and why the loyalty landscape has shifted in Canada, and her focus on maximizing value for her members.
Show Notes:
1) Tracey Pearce
2)Scene+
3) Wolf Hall - Book Recommendation
This Best of the Back Catalogue episode revisits the story of an award-winning UK loyalty programme from British Gas, created to drive real customer appreciation in a highly regulated and competitive market.
Featuring insights from Charlie Hills from Mando and Cathryn (Lewis) Lodwidge, Former Head of Customer Marketing at British Gas we explore how British Gas Rewards moved away from complexity to deliver simplicity, exclusivity, and measurable impact—successfully reducing churn and increasing NPS across millions of customers.
A powerful reminder that with the right vision, data, and leadership support, loyalty programmes can be built at speed and scale while delivering meaningful customer value.
Show Notes:
1) Cathryn (Lewis) Lodwidge
2)British Gas Rewards
3)British Gas
4) #16: British Gas Rewards - Award Winning Loyalty Programme
Created through a year of expert collaboration, authors Paula Thomas, Laurent Guinand, and Rich Long reveal the brands building extraordinary customer communities with memberships reaching into the hundreds of millions.
In this episode, you’ll:
- Discover which are the largest loyalty programs on the planet
- Discover the ONLY program in the world which boasts over half a BILLION members
- Find out the 10 programs with over 200 million members each
- Plus uncover an amazing list of brands with over 100 million members each
If you’re passionate about loyalty like we are, this is an episode you won’t want to miss.
DOWNLOADthis landmark industry publication—bringing together deep industry experience and a shared passion for loyalty at scale.
This episode is sponsored by Capillary Technologies and hosted by Megan (Sherrell) Fiorendino.
Show Notes:
1) The World's Largest Loyalty Programs™
3) Paula Thomas
4) Laurent Guinand
5) Rich Long
We’re revisiting one of our standout conversations from the archives in this Best of the Back Catalogue episode. Originally released in November 2019, this discussion features insights from KPMG, one of the world’s leading professional services firms and part of the “Big Four,” with operations in over 150 countries.
In this episode, we explore KPMG’s advisory work in customer experience and loyalty, along with key findings from its global research report, “The Truth about Customer Loyalty”. The report uncovers what truly drives consumers to return to brands, challenging conventional thinking around loyalty and engagement.
We also revisit an in-depth interview with Selim Tanfous, Former Associate Director at KPMG Lower Gulf, who breaks down the findings of the report and shares expert perspectives on how businesses can build stronger, more lasting customer relationships.
A timeless conversation that remains highly relevant for anyone interested in customer experience, loyalty, and brand strategy.
Show Notes:
1) Selim Tanfous
2)The Truth About Customer Loyalty - 2019 edition
3)Customer Experience Report 2019 edition.
4)Me, My Life, My Wallet (2018 KPMG Loyalty Research Report)
Other Loyalty Resources:
5)Loyalty 360 - The Association for Customer Loyalty
In this episode of Let's Talk Loyalty and Loyalty TV, Andrew Glance CEO of Qantas Loyalty, takes us behind the scenes of one of the world’s most successful loyalty programs. He shares how Qantas Loyalty has evolved from a marketing tool into a standalone business, delivering value to over 18 million members.
Andrew dives into the recent program transformations, including Classic Plusfor better flight availability, recognition beyond the air, and initiatives that make the program simpler, more rewarding, and relevant for members. He also explains howtechnology, AI, and strategic partnerships with banks, retailers, and travel partners are reshaping the loyalty experience.
Learn about the program’s new discoverability tool, which already saw over a million searches in its first 24 hours, making it easier for members to find flights across multiple dates, regions, and cabins. This episode is packed with insights for loyalty professionals, marketers, and frequent flyers who want to understand how to create a profitable, member-focused loyalty program that keeps evolving.
Hosted by Paula Thomas and Carly Neubauer.
Show Notes:
1)Andrew Glance
2) Qantas
3) Qantas Frequent Flyer
4) The Subtle Art of Not Giving a F*ck - Book Recommendation
In this standout episode from our archives, we revisit the award-winning British Airways Executive Club—now known as The British Airways Club—a loyalty programme designed to engage and reward frequent flyers worldwide.
Niall Rooney, Former Loyalty Manager at British Airways, shares valuable insights into the evolving world of loyalty marketing, revealing how customer preferences and performance data shape the airline’s strategy.
From increasing reward seat availability to recognising high-value customers, this episode explores how British Airways continues to differentiate itself in a highly competitive travel landscape.
Show Notes:
1) Niall Rooney,
2) The British Airways Club
3)British Airways
This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format onwww.Loyalty.TV.
In this episode, we explore how a brand built on surprise, discovery, and in-store experience approaches loyalty and growth at global scale.
Our guest is Mathilde Yung Bruyant, Marketing Director of Flying Tiger Copenhagen. She shares how the brand is translating its distinctive DNA — playful, accessible, and locally relevant — into a modern membership and customer engagement strategy across more than 30 markets.
The conversation centres on a key tension: Flying Tiger’s success is rooted in physical discovery and impulse, yet its loyalty ambitions require structure, data, and continuity. We explore how the Flying Tiger Club is being designed to enhance that experience, not dilute it.
A core theme is the decision to launch before everything is fully defined — using speed, testing, and real customer behaviour to shape the program over time, from onboarding and engagement to long-term value.
We also discuss how digital and in-store experiences reinforce each other, and how global consistency is balanced with local relevance.
This episode offers a perspective on how experience-led brands can build loyalty in motion while staying true to what makes them distinctive.
This episode is hosted by Nyeleti.
Show Notes:
1) Mathilde Yung Bruyant
2) Flying Tiger Copenhagen
3) How Brands Grow - Book Recommendation
Sports fans are some of the most passionate and loyal audiences in the world—often supporting their clubs across generations. So what drives a football club like AS Roma to invest in a structured loyalty programme?
This episode is one of the best of the back catalogue, exploring the smart strategy behind AS Roma’s approach, developed in partnership with Advice Group—an initiative that led to three wins at the 2018 Loyalty Magazine Awards, including Best Regional Champion of the Year (Western Europe).
Paula speaks with Laura Cagnacci about the thinking behind the programme, how it performs in practice, and the cross-industry insights shaping stronger, more direct relationships with fans.
Tune in to revisit a standout episode.
Show Notes:
1) Laura Cagnacci
2)AS Roma
This episode is also available in video format onwww.Loyalty.TV.
In this episode of Let's Talk Loyalty and Loyalty TV, we sit down with James Kavanagh, Global Leisure CEO at the Flight Centre Travel Group, to explore the future of travel loyalty. With 29 years in the travel industry, James shares insights into transforming global leisure operations, scaling brands across eight markets, and launching World360 Rewards—the new travel loyalty program in Australia.
Leadership lessons, loyalty insights, and the books that guide a global CEO—James Kavanagh reveals how Flight Centre makes every journey rewarding for both customers and business.
Hosted by Carly Neubauer
Show Notes:
1) James Kavanagh
2)Flight Centre Travel Group
3) World360 Rewards
4) Legacy by James Kerr - Book Recommendation
7-Eleven Denmark has redefined convenience retail by evolving from a traditional kiosk model into a modern, food-focused destination—earning the title of International Convenience Retailer of the Year.
In this Let’s Talk Loyalty episode, Managing Director Jesper Østergaard shares how shifting customer needs, healthier offerings, and brand innovation are shaping their approach to loyalty.
From our Best of the Back Catalogue, we revisit this conversation on transforming convenience into meaningful customer connection.
Show Notes:1)Jesper Østergaard
2)7-Eleven
3) Reitan Convenience
4) NACS International Convenience Retailer of the Year Award
5)NACS Europe
This episode is also available in video format onwww.Loyalty.TV.
Join Locky Wright as he shares how the My RYOBI program turns customers into loyal fans.
From data-driven personalisation and AI-powered recommendations to winning back customers and breaking down organisational silos, Locky reveals the secrets to delivering real impact. Learn why progress over perfection, simplicity, and measurable value are key to lasting loyalty.
Hosted by Carly Neubauer
Show Notes:
1) Locky Wright
2) My RYOBI
3) TLDR - Article Recommendation
4) This is Marketing - Book Recommendation
This episode is in Spanish.
We’re pausing our Spanish-language episodes for now.
In today’s episode, Alex reflects on his experience hosting the Spanish-language episodes of Let’s Talk Loyalty and Loyalty TV. While these episodes are on hold, the voices and ideas from Latin America and Spanish-speaking markets continue to play an important role in our global discussion.
Don’t forget to share your thoughts and feedback. Let’s keep the conversation going!
A heartfelt thank you to everyone for your support throughout this journey.
Hosted by Alex Saul
Show Notes:
1) Alex Saul
2) All Spanish Episodes
Today we are re-publishing back one of our most popular episodes as our planned episode has been delayed for technical reasons
This re-released episode features Evert de Boer, Managing Partner at On Point Loyalty and CEO of Fidivo, sharing key takeaways from his book “Loyalty Programs and the Currency Effect” and his perspective on loyalty in the travel sector.
Hosted by Aaron Dauphinee.
Show Notes:
1) Evert de Boer
2)Fidivo
3)On Point Loyalty
5) Loyalty Programs and the Currency Effect: A Comprehensive Guide to Realizing the Power of Points – By Evert de Boer & Xiao Yao Chin
6) A Perfect Spy: A Novel - Book Recommendation
7) Connemara: A Novel - Book Recommendation
8) German Summer Book (but only available in Dutch) - Book Recommendation
From our Best of the Back Catalogue, we revisit this episode exploring 3Plus, the award-winning loyalty programme from Three Ireland.
In this conversation, Siobhan Lynch, Loyalty Manager at Three Plus Ireland, shares the story behind the programme, what it offers customers, and the impressive results it has delivered.
Show Notes:1) Siobhan Lynch
2) Three Plus Ireland
In this episode we are delighted to interview Peter Gerstle. He’s the Loyalty Consulting Director at Collinson responsible for shaping and delivering the strategy and management of Collinson’s loyalty products and driving loyalty innovation in travel, financial service, retail and other industries globally.
Peter joined Collinson in 2013 to add his expertise from a 25-year international career in eCommerce, product, and loyalty management across a wide range of travel companies, including InterContinental Hotels Group and easyJet, for which he launched several significant revenue streams such as Speedy Boarding and the first-ever airline paid loyalty program, easyJet Plus!. He advises clients globally on designing and optimizing loyalty programs and is a leading thinker on paid-for loyalty strategies.
In this episode, Peter shares his insights the loyalty industry, how behavioral science and AI are changing things at Collinson and in the industry and innovations and new ideas that loyalty marketers everywhere should be thinking about.
Hosted by Charlie Hills
Show Notes :
1) Peter Gerstle.
2)Collinson Group
3) Thinking Fast and Slow - Book Recommendation
4) Atomic Habits - Book Recommendation
5) The Hard Thing About Hard Things - Book Recommendation
6) The Loyalty Effect - Book Recommendation
We’re rewinding to some of the best from our back catalogue! If you missed it long back, this is the perfect time to catch the episode.
Sanjeev Nichani, a seasoned loyalty marketing professional, has shaped some of India’s most impactful loyalty programmes—from Loyalty Rewardz, serving over 100 million banking customers, to AIMIA, and previously Raymond Rewards, the men’s retail fashion programme spanning 1,000+ stores.
He shares timeless insights on launching loyalty programmes in franchise businesses, engaging members through digital channels, and lessons learned from driving customer-centric growth across industries.
Show Notes:
1)Sanjeev Nichani
2) Raymond Rewards
This episode is also available in video format onwww.Loyalty.TV.
Nokwanda Khumalo is a seasoned executive with experience across multiple industries, having led fuel retail and loyalty projects for over a decade. In this interview, she shares how loyalty can become a powerful growth enabler when an organisation commits to it at a leadership level.
Reflecting on the 18 months following the loyalty launch at bp, Nokwanda unpacks the measurable business results achieved and explains how success went beyond technology or rewards mechanics. A critical differentiator was the deliberate investment in frontline execution — with bp placing significant emphasis on equipping and energising staff to deliver an exceptional customer experience.
Her insights reinforce a key message: loyalty drives sustainable growth when it is embedded into culture, championed by leadership, and brought to life consistently by those closest to the customer.
Hosted by Amanda Cromhout
Show Notes:
1) Nokwanda Khumalo
2) bp Southern Africa
3) bp rewards
4) Braving the Wilderness
This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format onwww.Loyalty.TV.
TELUS is one of Canada's largest telecommunications companies, serving millions of customers across mobile, internet, TV, and digital health services. What makes TELUS particularly interesting from a loyalty perspective is how they've evolved their interactions with TELUS Services customers (mobility, internet, security and TV) through a new national tiered program, TELUS Rewards, that combines points and perks with extension into some major leading category partnerships and their programs, including WestJet.
Aaron Dauphinee sat down with Jacob Pullia, Director of Content, Strategy & Business Development is he leads the way in redefining how TELUS thinks about loyalty and their mandate of putting customers first. We also spend some time discussing partnership models and why the connection with WestJet makes sense for both organizations and their joint customers.
Hosted by Aaron Dauphinee
Show notes:
1) Jacob Pullia
2) TELUS Rewards
3) TELUS
4) Book Recommendation: Personalized Customer Strategy in the Age of AI
This episode is also available in video format onwww.Loyalty.TV.
Louisa Evans is Head of Loyalty and Retention for Hornby Hobbies which saw the launch of its Rewards programme, Hobby Rewards, three years ago. In this interview, Louisa talks us through how the product-centric organisation with magnificently created and engineered collectibles turns into a customer-led business.
They had to pivot from a pure B2B company to create a D2C channel during covid, resulting in Hobby Rewards. This is a magnificent inside view into a concept referred to as generational loyalty and data-led decision making, combing transactional and emotional loyalty.
Hosted by Amanda Cromhout
Show Notes:
1) Louisa Evans
2)Hornby Hobbies
3) Scoring Points - Book Recommendation
4) Applying Behavioral Science to Private Sector - Book Recommendation
This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format onwww.Loyalty.TV.
In this episode, we explore how beer culture, category dynamics, and customer loyalty have evolved in the decade following AB InBev’s acquisition of SABMiller — one of the most significant moments in the global beer industry.
Our guest is DeWet Bisschoff. He has spent more than two decades harnessing the power of business strategy, talented people, and disruptive technology. More recently, he has worked alongside AB InBev across markets and brands, with deep exposure to how loyalty, culture, and customer experience operate at global scale.
The conversation reflects on how loyalty in the beer category extends beyond products or transactions. It is shaped by heritage, local pride, shared rituals, and everyday moments of connection. As global scale and complexity increase, we explore what it takes to protect these emotional loyalty drivers while evolving operating models and customer engagement behind the scenes.
We also discuss how the beer category has changed over the past decade — from digital commerce and personalization to non-alcoholic innovation and more conscious consumption — and what these shifts mean for sustaining relevance and loyalty across generations and geographies.
This episode offers a thoughtful perspective on how global brands can evolve without losing the cultural foundations that loyalty is built on.
This episode is hosted by Nyeleti.
Show Notes:
1) DeWet Bisschoff
2) Lekker Lees
3) The Beer Monopoly
This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format onwww.Loyalty.TV.
In this episode we are delighted to interview Ben Stirling, an experienced commercial executive with a track record of scaling loyalty platforms, transforming sales organisation and delivering GTM strategies that drive acquisition and ARR growth. He has led commercial transformation at Expedia, Tenerity and Capillary, launched new solutions, expanded into international markets and delivered results across multiple sectors.
He is currently a fractional CRO at TenX Strategy and supports PE-backed and enterprise firms in building predictable revenue systems and exit-ready growth. His impact includes scaling Tenerity’s loyalty marketplace solution to acquisition in two years, providing loyalty solution to Santander, C&A, British Gas, TD Bank and Frontier, and growing commercial channels at Expedia that delivered $200M+ in new revenue.
In this episode, Ben shares his proven insights on how to sell loyalty internally, from aligning feature sets to user needs, to securing C-suite backing with ROI models, and ultimately winning board-level buy-in by linking loyalty to long-term enterprise value. We’ll also be learning about his favourite books and highlights and key learnings from the programmes he has worked on.
Hosted byCharlie Hills
Show Notes :
1) Ben Stirling
2) TenX Strategy
3) TenX Strategy - Budget Sign Off PDF
4) Hooked- Book Recommendation
5) The Road Less Stupid - Book Recommendation
This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format onwww.Loyalty.TV.
This episode examines how PetSmart uses behavioral science, data, and shared passion to create a loyalty program that feels personal and purposeful. Our guest today is Emily Feldman, Senior Director of Loyalty and Membership Experience at PetSmart.
From rewarding engagement over transactions to moving beyond one-size-fits-all loyalty, the conversation highlights tiered rewards, emotional connection, and the role of associates as loyalty advocates—showing how PetSmart builds long-term relationships with pet parents across every touchpoint.
Hosted by Bridget Blaise-Shamai
Show Notes:
1)Emily Feldman
2) PetSmart
3) Treats Rewards
4) Freakonomics
This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format onwww.Loyalty.TV.
On this episode of The Wiser Loyalty Podcast, our guest today is Lauri Hart, Loyalty Manager for Club Yogi Rewards. This conversation examines an unexplored area of the entertainment and travel industry – campgrounds and all that the great outdoors has to offer. Club Yogi Rewards is the long-standing loyalty program operated Camp Jellystone, a Franchisor of Yogi Bear Jellystone Park™ Camp-Resorts.
In this interview, we will explore what it takes to sustain success in customer loyalty over decades, not just quarters, and share lessons from an industry veteran that will surely benefit all who listen. If you want to be a survivor in customer loyalty, this is a must listen.
Hosted by Bill Hanifin, CLMP™
Show Notes:
1) Lauri Hart
2) Camp Jellystone
3) Club Yogi Rewards
4) Bible in a year by Fr. Mike Schmitz
This episode of Let's Talk Loyalty & Loyalty TV is in Spanish.
En este episodio de Let’s Talk Loyalty en Español, conversé con Fabio Santoro, una autoridad en fidelización en Brasil con más de 25 años de trayectoria. Fabio, cofundador deDotz y vicepresidente de la ABEMF, profundiza en las razones por las cuales Brasil se ha consolidado como un mercado altamente maduro y competitivo, destacando el papel de las coaliciones, la profesionalización del sector y el impacto de la inteligencia artificial en el engagement del cliente.
Hosted by Alex Saul
Show Notes:
1) Fabio Santoro
2) Dotz
3) ABEMF
4) El Poder del No Positivo – William Ury
This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format onwww.Loyalty.TV.
In this episode, we explore how storytelling drives trust, credibility, and long-term loyalty in B2B, within the highly complex world of shipping and logistics.
Our guest is Samantha Almon Adeluwoye, Global Head of Content, Social Media, & Storytelling at A.P. Moller – Maersk.
Samantha shares how storytelling at Maersk is grounded in the company’s values and its responsibility as a trusted custodian of customers’ goods. Rather than being separate from operations, human stories are used to strengthen confidence in Maersk’s reliability, care, and expertise — helping customers connect emotionally while trusting operational excellence.
The conversation also explores how social media functions as a strategic relationship engine in B2B, enabling connection across complex decision-making ecosystems while reinforcing trust over time. Samantha offers insight into how consistent, values-led storytelling supports retention, referral, and long-term partnerships in an industry where credibility is everything.
With a strong track record of delivering engaging, purposeful content at global scale, Samantha provides a thoughtful perspective on howhuman storytelling and operational capability work together to build loyalty.
This episode is hosted by Nyeleti Sue-Angel Nkuna.
Show Notes:
1) AP Moller - Maesrk
2) Samantha Almon Adeluwoye
3) Thinking Fast & Slow - Book recommendation
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
We are breaking new ground today as we explore the retail Cannabis industry, one that is often discussed, but not very well understood.
Marketing to customers in a regulated industry has complexities and my guest today is one of the most accomplished persons leading marketing innovation in the Cannabis industry. Courtney Zalewski is Chief Brand and Marketing Officer at Embarc, a modern, community-focused cannabis retailer in California with locations across the state.
Courtney pioneered the launch of the Embarc Passport Club two years ago and we talk about the intersection of regulations in Cannabis retail with the most stringent consumer protection laws in the US (the CCPA), where the challenge of creating customer loyalty in the Cannabis industry might be the biggest in all of retail.
Hosted by Bill Hanifin, CLMP™
Show Notes :
1)Courtney Zalewski
2) Embarc
3) Embarc Passport Club
5) Unresonable Hospitality - Book Recommendation
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
In this In this episode we are delighted to interview Polly Jones, Group Head of Digital & Loyalty at ODEON Cinemas Group.
Polly is a digital and loyalty leader with a track record of delivering successful programmes for brands including ODEON Cinemas Group, E.ON, O2, Virgin Media, Rolls Royce Motor Cars, Costa and Dishoom. Today we will be learning about her favourite books, highlights and key learnings from the programmes she has worked on and all what loyalty looks like now and in the future for ODEON.
Hosted by Charlie Hills
Show Notes:
1)Polly Jones
2) ODEON Cinemas Group.
3) The Places We'll Go - Marketing Show - Podcast Recommendation
Brandon de Kock is Director of Storytelling for WhyFive Insights, South Africa. At the South African Loyalty Awards 2025, he was recognised at the most influential personality in the industry, with his late-business partner, Stuart Lowe.
They produce a comprehensive view of the South African consumer class which represents 85% of consumer spend, called the BrandMapp study. He
Deeply understands the power of research to help brands understand ‘why' consumers behave in certain ways which adds more insightful direction to the transactional data insight which typically reveals the ‘what’ about consumer spending. This episode is a must watch 45 minutes to understand consumer behaviour in loyalty programmes.
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Hosted by Amanda Cromhout
Show Notes:
1) Brandon de Kock
2) WhyFive Insights
3) Book recommendation: The Far Side - Gallery 5
Today we are re-publishing back one of our most popular episodes as our planned episode has been delayed for technical reasons and now also available to watch on www.Loyalty.TV and listen on Let's Talk Loyalty
Bakers Delight won their award for Best Loyalty Program Launch at the 2023/2024 Awards, so we are delighted to share this story with you today.
Our guest is Lucila Braga, who was previously the Head of Digital Customer Experience for Bakers Delight, with overall responsibility for their “Dough Getters” program.
As a brand, quite simply, Baker’s Delight sells freshly baked bread and they’ve been doing so around the country since 1980.
Their loyalty programme is also super simple as you’ll hear in today’s conversation.
Listen to hear the power of simplicity as a winning formula for both customers and program operators.
Hosted by Paula Thomas
Show notes:1) Lucila Braga
2) Bakers Delight
3) Dough Getters
This episode of Let's Talk Loyalty & Loyalty TV is in Spanish
En este episodio de Let’s Talk Loyalty, exploramos la evolución de Doters, el innovador programa de lealtad de Viva Aerobus y sus aliados terrestres de Grupo IAMSA. Pablo Sordo nos detalla cómo han logrado consolidar esfuerzos aislados en un ecosistema único que hoy cuenta con10 millones de miembros.
Descubrimos la estrategia detrás de democratizar la lealtad en el modelo low-cost, los retos de integrar el transporte aéreo con el terrestre y cómo la simplicidad en la redención ha sido la clave del éxito. Una mirada profunda a la tecnología, la cultura organizacional y la visión de convertir a los puntos Doters en la segunda moneda de los mexicanos.
Show Notes:
1) Pablo Sordo
2) Viva Aerobus
3) Grupo IAMSA
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
In this episode, Charlie Hills is joined by Jakub and John from the Global and UK Shell Go+ Teams.
Jakub serves as the Europe & North America Loyalty & CRM Lead at Shell, where he has been driving customer engagement and commercial value since 2021. Before joining Shell, he led the end-to-end design and launch of the Footlocker Membership program in Europe. Jakub is a strong advocate for building meaningful emotional relationships with customers to ensure the long-term success and value of loyalty programs.
John is the Head of Loyalty and CRM for Shell UK. He brings a wealth of experience from across the industry, having worked in both agency and client-side roles for companies including Shell, Vodafone, and in the financial services, home energy, retail, and banking sectors.
In this episode, they share their favourite books, highlights, and key learnings from the loyalty programmes they have worked on, offering insights into what loyalty looks like today and how it is evolving for Shell.
Hosted by Charlie Hills
Show Notes :
1) Jakub Krzakala
2) Jonathan Kelly
3) Shell GO+ Rewards
3) Surrounded by Idiots - Book Recommendation
4) Thinking in Bets - Book recommendation
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Welcome to the first episode of 2026 on Let’s Talk Loyalty & Loyalty TV! We’re starting the year by exploring how Cashpoints is transforming loyalty programs with instant rewards that drive engagement and growth.
Ian Sutcliffe, co-creator of Cashpoints, shares the journey of building a real-time, multi-partner loyalty ecosystem from the ground up—covering instant point issuance, flexible redemption, partner-first technology, and the smart use of physical and digital touchpoints.
Discover why real-time rewards are the future of loyalty, how they create moments of delight for customers, and what brands can do to innovate in 2026. A perfect episode to start your year with actionable insights and inspiration for the loyalty space!
Hosted by Carly Neubauer
Show Notes:
1)Ian Sutcliffe
2)Cashpoints
3) Book recommendation: Grit by Angela Duckworth
4) #141: Loyalty Excellence and Innovation with AA Smartfuel New Zealand
This short episode explains our plans for the holidays this year and when we'll be back with new episodes for you.
Happy Christmas and Happy New Year from all at Let's Talk Loyalty and Loyalty TV.
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
In today's episode, Ros Netto, Global Head of Rewards at Virgin Active, shares how their program motivates members through gamification, milestones, and personalized experiences. She discusses the challenges of scaling globally while creating meaningful connections that go beyond points, inspiring loyalty that truly transforms members’ wellness journeys.
Hosted by Joanna Witsch
This episode is sponsored by Comarch
Show Notes:
1) Ros Netto
2) Virgin Active
3) Book recommendation: The Happiness Project
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Steve Habbi , award-winning brand leader, shares how loyalty goes beyond points. Discover how utility, seamless experiences, emotional resonance, and AI-driven personalization can turn customers into lifelong fans. From HSBC and the London Stock Exchange to Formula One, learn actionable insights on building loyalty through memorable experiences.
Hosted by Nyeleti Sue-Angel Nkuna
Show notes:
1) Steve Habbi
2) Soler Coaster
3) Book Recommendation: Guns, Germs, and Steel: The Fates of Human Societies
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Over the past year Choice Hotels has made changes to their customer loyalty and rewards program, Choice Privileges, and following their most recent announcement we were fortunate to reconnect with Nandika Suri who is their Vice President of Loyalty, Cobrand Card and Partnerships for Choice Hotels International.
The conversation flows from her impressive career in Travel and Retail loyalty at leading brands beyond Choice Hotels, which include Under Armour and United Airlines, to the reasons why she's implementing changes to the program. Nandika shares the impact already seen by the hotelier, most of which are franchise owned and operated, and the new value exchanges available to all customer types - those staying only a few times a year through to their new Titanium level members.
Hosted by Aaron Dauphinee
Show Notes:
1) Nandika Suri
2) Choice Hotels International
3) Choice Privileges
4) Book recommendation: The Loyalty Effect
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Dr Melanie Van Rooy talks openly in this podcast about what it takes to run a 30 year old leading loyalty programme which delights almost 13 million active members. Clicks ClubCard won three awards at this year’s South African Loyalty Awards and most notably Team of the Year.
Clicks Clubcard represents 84% of sales of its iconic mother brand, Clicks and members enjoy a 90% redemption rate. These are hard-hitting loyalty KPIs which position perfectly as South Africa’s most used loyalty programme.
Hosted by Amanda Cromhout
Show Notes:-
1) Melanie Van Rooy
2) Clicks
3) Clicks ClubCard
4) Book recommendation : Primal Leadership
5) Book recommendation: Never Split the Difference
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
In this episode we are delighted to interview Shaun Hatrick, the Director of Partnerships and Business development for Nectar.
Shaun is an expert in the loyalty and marketing space with almost two decades of experience shaping partnership and customer engagement strategies. Over his career, he’s led the development and launch of innovative loyalty and marketing propositions for some of the world’s most recognised brands — including American Express, British Airways, Sobeys, Esso, and more.
As Director of Nectar Partnerships and Business Development, he brings together data, creativity, and commercial insight to build meaningful, high-value relationships across the Nectar coalition. His focus is on driving growth through collaboration — connecting brands with millions of customers in ways that deliver real, measurable impact.
Today we will be learning about his favourite books, highlights and key learnings from the programmes he has worked on and all what loyalty looks like now and in the future for Nectar.
Hosted by Charlie Hills
Show Notes :
1) Shaun Hatrick
2) Nectar
3) Podcast Recommendation: Good Hang with Amy Poehler
4) Podcast Recommendation: Las Culturistas
In this Wiser Loyalty episode we speak with Shivaji Choudhary, Assistant General Manager of Marketing at DLF Malls and one of the key principles in building out and recently launching DLF Mall Rewards. He talks about 'the DLF way' and how his team is combining experience and experimentation to create delight at their destination malls.
DLF is a 78 year old real-estate development, management and investment services firm in India. It is the largest publicly listed real estate company in India with residential, commercial and retail properties across 15 states and 24 cities.
This conversation is an intriguing look at how human and digital program delivery is coming together to create experiences that elevate the ideology of loyalty and move it beyond the programmatic in some very novel ways.
Hosted by Aaron Dauphinee
Show notes:
1) Shivaji Choudhary
2) DLF Mall Rewards
3) DLF
4) Book Recommendation: Barking Up the Wrong Tree
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
In this episode of Let's Talk Loyalty and Loyalty TV, we sit down with Aoun Raza and Emily Ong from Landmark Group’s Shukran program, one of the GCC’s most successful loyalty programs with over 14 million active members.
They also discuss Shukran’s program revamp, its impact on engagement, and strategies for building lasting loyalty.
Hosted by Lisa Brightwell.
Show Notes:
1) Aoun Raza
2) Emily Ong
3) Landmark Group
4) How to Lead in Product Management by Roman Pickler - Book recommendation
5) Never Lose A Customer Again by Joey Coleman - Book recommendation
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
In this episode of Let’s Talk Loyalty and Loyalty TV, Oleksandr Koliakin and Kanan Nabar from Shell share how they build and run a loyalty program across 25 markets worldwide. They discuss program design, regional and cultural adaptations, measurement, technology choices, lessons learned, and delivering seamless, rewarding customer experiences that drive engagement and business value.
Hosted by Carly Neubauer
Show notes:
1) Oleksandr Koliakin
2) Kanan Nabar
3) Shell
4) Book recommendation: Personalized: Customer Strategy in the Age of AI
5) Book recommendation: Strengths Based Parenting
Canada is very well known for its coalition loyalty programs and proprietary programs that expand earn and redemption opportunities through strong partnerships. RMG Loyalty, nearing its 25th year, specializes in small business loyalty solutions and manages partnerships that link SMBs to major rewards programs. Specifically, they have managed SMB programs for the AIR MILES rewards program and More Rewards, which has extended the earning opportunities for members of these programs.
Kate Booth is the President of RMG Loyalty and she has been instrumental in creating successful customer programs, consumer and small business, for RMG Loyalty’s clients. We will get her perspective on the value of B2B/SMB loyalty programs and how consumer programs can benefit from an integrated strategy that considers both consumers and small business owners.
Hosted by Aaron Dauphinee
Show notes:
1) Kate Booth
2) RMG Loyalty
3) AIR MILES rewards program
4) More Rewards
5) Book recommendations: The Science of Scaling
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today's interview features insights from MSET, a UAE based digital solution company that is helping brands build smarter and more meaningful loyalty experiences, with an amazing client list in FMCG (fast-moving consumer goods) and telecommunications.
We're joined by Co-Founder Suky Bal, and Lead Campaign Manager Rajesh Srimalani, who enjoyed a great conversation in person in our studio with host Lisa Brightwell.
With SO much opportunity for innovation in the fast-moving consumer goods sector in particular, MSET shares some incredible insights from their global clients.
Together, they share the story behind MSET as an ambitious loyalty marketing platform, and explore how they've developed innovative concepts in partnership with their clients that are driving growth and success worldwide.
They also explored the challenges of managing loyalty in the telecommunications sector, and how applying psychological drivers helps deepen engagement and strengthen loyalty at every step of the journey - no matter what industry you're in.
Enjoy!
Hosted by Lisa Brightwell.
Show notes:
1) Suky Bal
2) Rajesh Srimalani
3) MSET
4) Book Recommendation: Predictably Irrational
5) Book Recommendation: Outliers
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
In its 3rd year, the Australian Loyalty Insights Report reveals three main themes. This report is brought to the loyalty industry by The Australian Loyalty Association and the Association's CEO, Sarah Richardson unveils the insights to us in this podcast.
The top three themes revolve around The AI revolution, cost of living crisis and the role loyalty plays to combat this and the need for programme delivery to be seamlessly executed. The report is sponsored by Mastercard and showcases the views of over 3700 Australians surveyed, combined with social listening and trend analysis.
Hosted by Amanda Cromhout
Show Notes :
1)Sarah Richardson
2)The Australian Loyalty Association
3) Australian Loyalty Insights Report
4) Thick Face, Black Heart : Book Recommendation
In this episode of Let’s Talk Loyalty & Loyalty TV we sit down with Kristoffer Windall Juhl , Managing Director and CEO of Tekla, to explore how a digitally-first, Scandinavian brand has built an unwaveringly loyal customer base.
From the meticulous care put into Tekla’s products to creating immersive retail experiences, Kristoffer shares insights on brand-led growth, the power of gifting, and how meaningful interactions drive loyalty without relying on conventional points-based programs. Discover the strategy, storytelling, and patience behind cultivating a brand that resonates across generations and geographies, and hear the story behind the name “Tekla.”
Hosted by Nyeleti Sue-Angel Nkuna
Show Notes
1)Kristoffer Windall Juhl
2) Tekla
3) Acquired Podcast - Podcast Recommendation
4) The Knowledge Project - Podcast Recommendation
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Tune into Let’s Talk Loyalty and Loyalty TV to hear from Sid Krishna, Vice President of Carnival Cruise Line, on how Carnival is elevating the customer experience as a key party of earning customer loyalty through fleet innovations, exclusive island enhancements and a reimagined loyalty program launching in 2026, Carnival Rewards.
Sid shares how new and upgraded ships, destination developments like Celebration Key, and a simplified, more engaging loyalty program structure are designed to build trust and emotional connection with guests. Sid also provides insights and reflections on the strong early customer response to Carnival Rewards and how Carnival heard and addressed this feedback in a trusting and respectful fashion as a part of how Carnival is leading the industry in customer experience, trust, and loyalty.
Hosted by Bridget Blaise-Shamai
Show Notes:-
1) Sid Krishna
2)Carnival Cruise Line
3) Book recommendation:Bring the Noise: The Jürgen Klopp Story
This episode of Let's Talk Loyalty & Loyalty TV is in Spanish
Hoy en Let’s Talk Loyalty en español converso con Max Everett, Director de Lealtad en Enterprise Mobility. Desmenuzamos Enterprise Plus, la estrategia de lealtad de la marca, su relación con Emerald Club y Emerald Aisle, y cómo juntos crean valor real para el viajero. Hablamos del rol del loyalty en la estrategia de la empresa, sus líneas de negocio y su posición de liderazgo en EE. UU.
También abordamos métricas clave y cómo aprenden del cliente para mejorar la experiencia. Un episodio con ideas accionables sobre cultura, datos y experiencias que construyen lealtad.
Hosted by Alex Saul
Show Notes:
1) Max Everett
2) Enterprise Mobility
3) Book recommendation: Leaders eat last de Simón Sinek.
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Paula Thomas here - proud Founder and CEO of Let's Talk Loyalty and Loyalty TV.... with my final ever episode for you as a host of our show.
It's been an incredible experience to interview so many incredible guests and loyalty leaders but now it's time for me to let our amazing global panel of hosts take over.
I hope you enjoy listening (or watching) as I exit from behind the microphone to focus on growing our business.
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Paula Thomas here today, hosting perhaps the most special and significant episode of our show for me personally - and I can't imagine a more perfect guest and topic today than the Silver Jubilee of the Emirates Skywards programme - the very programme that inspired my career in loyalty 25 years ago!
To celebrate this incredible milestone, we’ve recorded a VERY special episode which we shot on location for the first time ever.
For those of you watching on Loyalty TV, you will see that I’m sitting in Emirates Group Headquarters in Dubai with the busy runway behind me, and I’m joined in person by Dr Nejib Ben Kheder, Head of Emirates Skywards, who will share some of their strategies and successes over the last 25 years as well as what lies ahead for this iconic programme.
It's also my final episode as a host of our show!
Six years after I launched "Let's Talk Loyalty", it’s time today for me to hang up my microphone and leave the hosting side of Let's Talk Loyalty and Loyalty TV to our amazing global panel of loyalty marketing professionals.
I hope you enjoy my final show as a host, but don’t worry, I’m still here producing the show and leading the business to bring you even more loyalty marketing insights in both audio and video format in the months and years ahead.
Now, on with today’s interview with Dr Nejib Ben Kheder from Emirates Skywards.
Show notes:
1) Emirates
2) Emirates Skywards
3) Dr Nejib Ben Kheder
4) Book Recommendation: Blue Ocean Strategy
5) Book Recommendation: Extreme Ownership
6) Book Recommendation: From Strength to Strength
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Paula Thomas here and I am thrilled to be back today interviewing the ACCOR Group – a brand that is joining us today for their fifth interview on the show.
And in fact, ACCOR is the most frequent brand we’ve interviewed on our show, given the incredibly generous insights we’ve had over the years directly from Mehdi Hemici, the Chief Loyalty and eCommerce officer of ACCOR.
Mehdi joins me again today along with Emilie Couton, the CEO of ACCOR Plus, the subscription product from the ACCOR Group, which you’ll hear today is going from strength to strength!
Today is also my penultimate episode as a host of our show.
I’m hanging up my microphone after six years of conducting interviews to allow our global panel of hosts to continue creating remarkable content for you.
It will also allow me time to focus on growing our business, and I’ll be doing from behind the scenes.
Exciting times ahead!
I hope you enjoy my interview today with Mehdi Hemici and Emilie Couton from the ACCOR Group.
Show Notes :
1) Mehdi Hemici
2) Emilie Couton
3) ACCOR.
4) ACCOR Plus
5) Book recommendation(Mehdi): Unreasonable Hospitality
6) Book recommendation(Emilie): The Thin Book of Trust
This episode is available in audio format on our Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.
Join us as we chat with Mel Grafton, Head of Digital and CRM at SHEIKE about launching SHEIKE Society , the brand’s first-ever loyalty program.
Discover how putting the customer first, creating memorable experiences, and fostering a strong community can transform loyalty in retail.
Mel shares insights from her 20-year journey across fashion, beauty, and e-commerce, and how determination and collaboration made Chic Society a reality in just 9 months.
Hosted by Carly Neubauer
Show Notes:
1) Mel Grafton
2) SHEIKE
3) SHEIKE Society
4) Book recommendation: The Five Dysfunctions of a Team
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
It’s Paula Thomas hosting today and I’m delighted to be chatting with Nyeleti Sue-Angel Nkuna, a customer loyalty strategist with a proven record helping blue-chip global brands forge deeper connections with their customers.
Nyeleti is originally from South Africa and she's now based in Copenhagen.
In today’s episode, we are announcing Nyeleti as our latest HOST of LTL and LTV.
Throughout our conversation, she shares her professional background and how she fell in love with loyalty, as well as some of the extraordinary guests she has coming up for us, particularly focused on Scandinavia.
I hope you enjoy today’s conversation with Nyeleti Sue-Angel Nkuna.
Show notes:
1) Nyeleti Sue-Angel Nkuna
2) Book Recommendation: Mindset: The New Psychology of Success
This episode is available in audio format on our Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.
This episode was recorded in 2024 and features one of the few brands we’ve had on the show for a third time.
BILT Rewards is the first ever loyalty program that rewards people for simply paying their rent and spending locally in their neighbourhood, no matter where they live.
BILT Members can earn points and access exclusive benefits on rent payments, and now also at local restaurants, pharmacies, fitness studios and other merchants, and it is ranked the highest-value point currency by top consumer loyalty publications.
As a company, *BILT Rewards has raised several rounds of funding, valuing the company most recently at $3.25 BN.
Our guest, Dave Canty, is SVP and Head of Loyalty for BILT Rewards, someone with truly impressive loyalty credentials in brands including Jetblue and IHG.
I hope you enjoy our conversation.
Note* Bilt has fully evolved into a housing and neighborhood commerce platform, with its most recent valuation close to $11 billion.
Show Notes:
1) Dave Canty
2) BILT Rewards
3) LTL #135: Loyalty Industry Innovation – RENT Should Be Rewarding
4) LTL #261: Building Bilt Rewards from Strength to Strength
Join Monica Sharma and Juber Shaikh from the Lalit Suri Hospitality Group, one of India’s leading luxury hotel brands.
Discover how they’ve built a strong brand, the history of loyalty within the group, and how their loyalty programme is designed to truly reflect the luxury experience—creating a programme with a difference.
Hosted by Paula Thomas
Show notes:
1) Lalit Suri Hospitality Group
2) The LaLit Loyalty
3) Juber Shaikh
4) Monica Sharma
5) Book recommendation: Thinking Out Loud - Keeping Nothing Behind
6) Book recommendation: Grand Central Publishing Delivering Happiness: A Path to Profits, Passion and Purpose
This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV.
Join us for a special live recording of Let's Talk Loyalty and Loyalty TV, captured on stage at the International Loyalty Leaders Summit!
In this episode, our wonderful hosts Amanda Cromhout and Carly Neubauer reflect on 10 standout episodes from the past two years, sharing insights, highlights, and lessons learned from some of the most inspiring leaders in loyalty. This is a celebration of connection, storytelling, and the power of loyalty in action—live and unfiltered!
Show Notes:
1) Amanda Cromhout
2) Carly Neubauer
3) Truth Loyalty
4) Elevate Loyalty
5) OneTapGroup
6) Amanda's Episodes
7) Carly's Episodes
This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV.
MAXOL is Ireland's leading, family-owned forecourt and convenience retailer. It was founded in 1920 by William McMullan and operates over 250 service stations across Ireland, offering fuel, convenience items, and food through its proprietary ROSA coffee and Maxol Deli brands.
Maxol introduced a new mobile loyalty app in 2022 that integrates a digital loyalty program FuelPay, a carbon offset program, and loyalty offers centered on ROSA coffee and its car wash business.
This interview with Brian Donaldson, CEO Maxol Group looks deeply into the strategic vision for customer loyalty held by MAXOL and will give you an insider’s view of why customer loyalty is important to the C-Suite.
Hosted by Bill Hanifin
Show Notes:
1)Brian Donaldson
2) MAXOL
3) Paddy Mayne: Lt Col Blair 'Paddy' Mayne
This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV.
Join us withDustyn Smith and Luke Cann, founders of HEMOdata, as they share how organizations can turn fragmented data into actionable insights. Learn about purposeful data collection, breaking silos, AI done right, and building loyalty programs that truly engage customers.
Hosted by Lisa Brightwell
Show Notes:
1) Dustyn Smith
2) Luke Cann
3) HEMOdata
4) Book Recommendation: The ONE Thing
5) Book Recommendation: Business Stripped Bare
To mark the 25th PAYBACK anniversary, we are delighted to show you once again our interview with Berni Brugger, CEO of the PAYBACK Group.
This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV.
PAYBACK is an award-winning customer loyalty program which began in German twenty-five years ago, and now operates in multiple countries worldwide.
The business is part of the American Express Group and it also operates as a multi-channel marketing platform and TECH company.
When it comes to coalition loyalty, the PAYBACK programme is undoubtedly one of the best in the world.
Today, the program boasts over 700 partners, 35 million customers and 16 million app users. The new major partners Edeka, Netto and Sparkassen have now successfully become partners. I hope you enjoy my conversation with Bernhard Brugger from PAYBACK.
Hosted by Paula Thomas
Show notes:
1) Berni Brugger
2) PAYBACK Group
3) Edeka
4) Netto
5) Marktkauf
6) Watch the full video interview at www.Loyalty.TV
This episode is also available in video format on www.Loyalty.TV and on our Youtube channel.
In today's episode Mariana Fonseca Medina shares how Walmart Mexico & Central America builds customer loyalty through everyday low prices, the right assortment, convenience, and deep customer insights—without traditional points programs. Learn how omnichannel shopping, financial services, telco solutions, health offerings, and AI-driven CRM create trust, relevance, and habitual engagement with customers.
Hosted by Bridget Blaise-Shamai
Show Notes:
1) Mariana Fonseca Medina
2) Walmart Mexico
3) Walmart Pass
4) Think Again
5) Mindset
This episode of Let's Talk Loyalty & Loyalty TV is in Spanish and this episode was recorded live.
Bienvenidos al panel de Customer Loyalty. Hoy queremos elevar la conversación: la lealtad no es puntos, cupones ni cashback; es una ciencia y un arte con metodología que genera conocimiento del cliente y rentabilidad. Debatiremos la tesis: la lealtad de las marcas a sus clientes no es un tema de marketing; es un factor fundamental de generación de EBITDA. Comúnmente las empresas confunden los programas de lealtad como generadores de costos y gastos y pocas veces tienen la visión de que pueden ser una fuente de ingresos incrementales para el negocio. Para llegar a este conocimiento, es necesario desmitificar varios preceptos incorrectos que existen en esta materia. Se requiere tener una estrategia clara para que el diseño del programa cumpla con la encomienda de ser un centro de ingresos y no de costo.
Nos acompañan tres expertos que han diseñado, implementado y operado programas de lealtad reales: Fernando Jiménez, Carlos SanRomán y Raziel Rocha. Vamos a explorar variables financieras, gestión eficiente del pasivo, gamificación, efecto “loyalty currency”, redención y cómo llevar un programa al siguiente nivel, entre otros temas.
Hosted by Alex Saul.
Show Notes:
1) Fernando Jimenez
2) Carlos SanRomán
3) Raziel Rocha
4) The Business of Expertise – David C Baker
5) Carlos SanRomán: Loyalty Programs Currency Effect – Evert De Boer / Xiao Yao Chin
6) Freedom from the Known– J. Krishnamurti
This episode is also available in video format on www.Loyalty.TV and on our Youtube channel.
South Africa is home to one of the world’s most mature and competitive loyalty markets, particularly in retail banking. In this episode, Dharmesh Bhana, Executive of Loyalty & Rewards at Nedbank shares the 20-year evolution of the Greenbacks programme,its transformation into a bank-wide loyalty initiative, and how it has been performing since its latest re-launch early last year.
Hosted by Amanda Cromhout
Show Notes:
1) Dharmesh Bhana
2) Nedbank
3) Greenbacks programme
4) The Remarkable Rocket
5)#120: Innovative Ideas Driving Banking Loyalty in South Africa
This episode is also available in video format on www.Loyalty.TV and on our Youtube channel.
Loyalty Methods was last on our show almost two years in late 2023, when they described themselves as “Loyalty’s Best Kept Secret” .
Right now, they are successfully powering some of the industry’s MOST engaged loyalty programs including 7-Eleven’s 7 Rewards, MGM Resorts & Casinos, Western Union, BP USA and Speedway, among others.
Chris Sandstrom, Vice President of Sales and Marketing at Loyalty Methods, and CEO and CTO Emil Sarkissian, join us to share some of their unique strategies which have allowed them achieve this incredible client list.
They also share their outlook on AI and some exciting insights on what the future holds for Loyalty Methods now that "their moment has come".
This episode is sponsored by Loyalty Methods.
Show notes:
1) Loyalty Methods
2) Emil Sarkissian
3) Chris Sandstrom
4) First, Break All the Rules (Book)
5) Winning (Book)
This episode is also available in video format on www.Loyalty.TV and on our Youtube channel.
Jitendra Jain is VP PRISMA EMEA for Marriott Bonvoy.
PRISMA stands for Partnerships, Revenue Operations, Insights, Strategy Marriott Bonvoy & Analytics.
Marriott Bonvoy is the largest hospitality loyalty brand in the world with 248 million members. Two out of three stays are loyalty members at Marriotthotels worldwide. Marriott Bonvoy has an impressive ecosystem of partnerships, as well as a rational-based customer value proposition, coupled with tying emotional loyalty into members’ lives through its Moments platform.
Hosted by Amanda Cromhout
Show Notes:
1) Jitendra Jain
2) Marriott Bonvoy
3) Co- Intelligence
This episode is available in audio format on our Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.
This republished episode features the SAS Group, the Swedish airline holding company originally formed in 1946 after the merger of the three Scandinavian flag carriers serving Sweden, Denmark and Norway.
It is now Scandinavia’s leading airline, offering the most departures to, from and within Scandinavia.
Like many airlines, the SAS Group has made significant changes to its corporate structure over the years and particularly this year to its global alliance strategy.
SAS was one of the original founding members of the Star Alliance in 1997 which it left on 31 August 2024 and it then joined Skyteam the very next day on September 1st 2024! It’s an incredible story.
Joining us to share some insights on their loyalty program and some recent award-winning loyalty-led campaigns is Olivia Wasniewski, who is the Head of the EuroBonus Program operated by SAS.
Show notes:
1) Olivia Wasniewski
2) SAS Group
3) SAS EuroBonus
4) Watch the full video interview for free
In this episode Charlie Hills is delighted to interview Chris Frost, the Senior Product Manager for Customer Experience & Loyalty for Travelex.
Chris is a Senior Product Manager specialising in customer experience, personalisation, and loyalty at Travelex, where he leads the development of martech and CRM platforms to unlock customer data and drive long-term value. With a career spanning customer engagement, personalisation, and product innovation, he helps global brands turn data into impactful, loyalty-building experiences.
Today we’ll be learning about his favourite books, all about the new Travelex Plus programme and his unique insights from a Product Manager’s point of view on how to launch programmes.
Hosted by Charlie Hills
Show Notes:
1) Chris Frost
2) Travelex
3) Travelex Plus
4) Inspired by Marty Kagan
5) Radical Focus
In this episode of Let’s Talk Loyalty and Loyalty TV, Carly Neubauer speaks with Claudia van de Tonnekreek, Head of the relaunched IGA Rewards program at Metcash.
With over a decade of experience leading the American Express rewards program, Claudia brings deep expertise in creating customer-centric loyalty strategies. She shares how IGA is focusing on targeted offers and cashback rewards while ensuring customers feel seen, heard, and understood.
From her early inspiration with cereal box promotions to today’s challenge of delivering value without overwhelming customers, Claudia discusses the importance of curiosity, authenticity, and human connection in loyalty marketing.
Hosted by Carly Neubauer
Show Notes:
1) Claudia van de Tonnekreek
2) MetCash
3) IGA Rewards
4) Eleven Rings
This episode is also available on Loyalty TV.
In this episode Charlie is delighted to welcome Andy Chalcroft, the Vice President, Head of North America Co-brand and Global Center of Excellence for VISA. Andy leads the co-brand program development across US and Canada, and supports globally.
He helps in market, regional and global teams deliver world leading co-brands and partnerships for Visa clients, focusing on every aspect from new business development to existing portfolio enhancement. Andy brings a deep experience of Co-brand, Cards, Loyalty, and banking having led the Visa Co-brand partnership development function in the Asia Pacific region before relocating to the North America.
Today we’ll be learning about his favourite books, the secrets behind co-branded cards, all about VISA and loyalty programs that actually work, and how to engage Gen Z.
Hosted by Charlie Hills
Show Notes :
1) Andy Chalcroft
2) VISA
3) European Loyalty Whitepaper
4) Mando-Connect
5) A Brief History of Time by Stephen Hawking (Book)
This episode of Let's Talk Loyalty & Loyalty TV is in Spanish.
En el nuevo episodio de Let’s Talk Loyalty en Español conversé con María Romero Panizo, de MeliáRewards (Hoteles Meliá). Hablamos de cómo está diseñado el programa, cómo se opera en la red global de hoteles, y del rol de la data y del apoyo C-level para convertir la lealtad en una verdadera palanca de negocio. En este episodio:
· La estructura de MeliáRewards y sus pilares.
· Cómo escalar la operación del programa a nivel mundial sin perder cercanía con el huésped.
· La data como base para personalizar, medir y decidir.
· Por qué el patrocinio del C-suite puede marcar la diferencia entre “un programa más” y una estrategia de crecimiento.
Hosted by Alex Saul
Show Notes:
1) María Romero Panizo
2) MeliáRewards
3) Start with Why . Simon Sinek
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
In today's episode Aaron Dauphinee, from the Wise Marketer Group speaks with Lisa Copeland who is the VP of Loyalty and Customer Engagement for Amtrak.
Amtrak is the national passenger railroad company for the United States with more than 32 million passengers stepping aboard Amtrak’s trains in 2024 and the rail line also sees 87K rides on 300+ trains daily.
Prior to Lisa's career she held a balance of Customer Engagement and Brand roles at powerhouse brands such as Lowe's, Hilton and Pandora. This has her bringing forward a set of changes at Amtrak that will properly see Brand Marketing and Customer Loyalty delivered in unison to provide their customers with experiences, benefits and rewards, and product innovation (i.e. new train design and features) to create a viable alternative to air and car travel. It's a conversation about delivering big "L" loyalty that you will not want to miss.
Show Notes:
1) Lisa Copeland
2) Amtrak
3) The Wise Marketer™
4) Unreasonable Hospitality - AudioBook
5) Unreasonable Hospitality - Book
Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons.
Our guest Joy Das Gupta has built an incredible career in loyalty, spending over thirteen years shaping many of the most exciting and innovative propositions at Starbucks in the US market.
Now an independent loyalty consultant, Joy works with clients such as Brooks Running and has previously supported global brands including Coca-Cola, Stanley Black & Decker, Cisco Systems, and Samsung during his time at Merkle.
In this episode, Joy shares valuable insights along with common pitfalls that loyalty professionals should watch out for, making this conversation as relevant today as ever.
Listen to enjoy our conversation with Joy Das Gupta from Das Gupta Consulting LLC.
Show Notes:
1) Joy Das Gupta
2) Watch the full interview at www.Loyalty.TV
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Recognised as the most decorated loyalty brand in global awards, Myer One has been on an extraordinary journey of transformation since 2019.
In this episode, Rob Pope, GM Customer at Myer, reveals how the program has evolved into the ‘beating heart’ and ‘engine room’ of Australia’s second-largest apparel retailer. With data as the driving force, Myer One has crafted a powerful, customer-first success story.
Hosted by Amanda Cromhout.
Show Notes:
1) Myer One
2) Intrapreneuring (Book)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Hosted by Paula Thomas, today's episode features the announcement of guest host Lisa Brightwell – the Founder and Managing Director of Bright Insights Consulting - a boutique loyalty consultancy firm based in the UAE.
Bright Insights is a renowned consulting firm who are designing, building and running loyalty programs for some of the best known and most respected brands in this region.
In today’s episode, you’ll hear the extraordinary expertise that Lisa will be sharing with you each month, including her own insights, insights from her guests and her extended team of industry experts.
Please enjoy today’s conversation with Lisa Brightwell from Bright Insights Consulting.
Show notes:
1) Lisa Brightwell
2) Bright Insights Consulting
3) The Monk Who Sold His Ferrari
In this heartfelt episode, we welcome Jacqui Solly, Loyalty Manager at Australian Red Cross Lifeblood, to explore a truly unique loyalty program that goes beyond points and rewards. Jackie shares how simple acts of giving blood translate into hundreds of thousands of lives saved, alongside personal stories that reveal the deep emotional impact behind every donation.
We discuss how Lifeblood balances humor, advocacy, and intrinsic motivation to create a compelling donor experience, applying loyalty marketing principles in a life-changing context. Whether you’re a loyalty professional or simply curious about how small actions can create massive impact, this episode will inspire you to see loyalty in a whole new light.
Hosted by Carly Neubauer
Show Notes:
1)Jacqui Solly
2)Australian Red Cross Lifeblood,
3) Start with Why
This episode of Let's Talk Loyalty and Loyalty TV is in Spanish.
¿Quieres llevar tu estrategia de lealtad al siguiente nivel? En el episodio más reciente de "Let's Talk Loyalty en Español", contamos con la valiosa perspectiva de Federico Rosas Couret, Consultor Principal en Loyalty & Reward Co. y un experto de primera línea en Customer Loyalty. Federico nos revela cómo diseñar programas de lealtad que ofrezcan mucho más que solo puntos, la receta para lograr un desarrollo exitoso y cómo asegurar un compromiso que impregne cada rincón de tu organización. Además, compartiremos insights sobre la medición del desempeño adaptada a la madurez del programa, y cómo la data y la inteligencia artificial se convierten en tus mayores aliados.
Hosted by Alejandro Gonzalez-Saul
Show Notes:
1) Federico Rosas Couret
2) Loyalty & Reward Co
3) “El Ladrón de Arte” de Michael Finkel
In this episode, Shannon Miller from IBM and Tom Bockholt from Salesforce discuss how they are enabling clients to accelerate the adoption of AI to transform and elevate customer loyalty strategies and the end to end customer experience.
They explore how innovative companies are using AI to drive hyper-personalization, respond to evolving customer expectations, and embed loyalty across the customer journey.
The conversation touches on navigating investment risks, overcoming legacy system challenges, and the rising influence of content creators in an increasingly fragmented marketing landscape.
Case studies and real-world examples highlight how IBM and Salesforce help clients innovate, implement faster, and deliver measurable business value in an increasingly complex and fast-paced digital and AI powered environment.
This episode is sponsored by IBM and Salesforce.
Hosted by Bridget Blaise-Shamai.
Shownotes:
1) Shannon Miller
2) IBM
3) Tom Bockholt
4) Salesforce
5) Book: Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty by Patrick Lencioni
6) Book: Trailblazer: The Power of Business as the Greatest Platform for Change by Marc Benioff
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV
The Wiser Loyalty podcast series is produced in partnership between Let’s Talk Loyalty and The Wise Marketer™. Twice a month, we bring you an interview with a C-level executive who has transformed strategy into practical application to generate business results.
In this episode Bill Hanifin speaks with recognized industry figure Peter Menges, SVP Customer Engagement and Loyalty with Sandals Resorts International. Sandals is a boutique luxury resort,brand that is Caribbean based and global in its appeal.
In this session, you’ll hear Peter’s take on why loyalty is a by product of behavior, how to build and nurture vibrant customer communities and how customer experience is central to maintaining long term customer loyalty.
Show Notes:-
1) Peter Menges
2) Sandals Resorts International
3) The Storyteller: Tales of Life and Music
4) George Marshall: Defender of the Republic
Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons.
In this archived episode, Ben Lipsey — Senior Vice President of Customer Loyalty and President of Flying Blue, the joint loyalty program of Air France, KLM, and Transavia — shares a fascinating look into the evolution of airline loyalty.
Originally recorded at a time when Flying Blue had just surpassed 22 million members, Ben talks through their bold program updates, including new member propositions, pricing changes, and the creation of a dedicated legal structure for Flying Blue. He also reveals their plans to explore a subscription-based loyalty model.
Revisit this conversation for timeless insights on innovation, structure, and strategy in one of Europe’s most dynamic airline loyalty programs.
This episode was published on 11 January 2024
Show Notes:1) Ben Lipsey
2) Air France
3) KLM
4) Transavia
5) Flying Blue
Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons.
As Ford Motor Company celebrates 120 years of innovation, we’re bringing back one of our standout conversations — this time with Beth Leverton, Director of Rewards, Loyalty & CX at the Ford Motor Company.
Originally recorded after the Comarch User Group conference in Poland, this episode dives into what it takes to build customer loyalty for a global giant that operates in over 126 countries.
Beth shares the evolving vision behind Ford’s loyalty strategy — how they’re balancing legacy with future-focused thinking, and what loyalty looks like beyond the dealership floor.
Whether you missed it the first time or are tuning in again, this conversation is packed with insights into customer experience, emotional loyalty, and brand trust at scale.
Hosted by Paula Thomas
Show Notes :-
1) The Ford Motor Company
2) Beth Leverton
3) www.Loyalty TV
Join us as Heather Garboden, Chief Customer Officer at American Airlines, reveals how the airline is reshaping customer loyalty beyond traditional rewards programs. From enhancing digital tools to elevating premium experiences, Heather shares how data-driven insights and cross-team collaboration are driving initiatives that make travel easier, more personalized, and truly seamless across the OneWorld alliance.
Discover how small operational changes—like improved boarding processes and reduced gate-checked bags—are creating big wins for both customers and the airline. This episode dives into the emotional connection, trust, and reliability that American Airlines fosters to turn everyday travelers into lifelong advocates.
Hosted by Bridget Blaise-Shamai
Show Notes:
1) Heather Garbodin
2) American Airlines
3) Grit: The Power of Passion and Perseverance
4) Moments of Truth
5) AAdvantage from American Airlines - Insight-led Innovation & Industry Leadership
6) AAdvantage - Caring for Loyal Customers through Challenging Times.
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
eBucks Rewards is truly an exceptional programme as you’ll hear so we're delighted to welcome Pieter Woodhatch - CEO of eBucks Rewards in South Africa as today's guest
Owned and operated by First National Bank, it is one of South Africa's leading rewards programmes which has now been rewarding banking customers for 25 years!
Pieter today explains how members can earn eBucks while doing everyday things – like filling up with fuel, buying airtime and shopping in their partner retailers including important categories like pharmacy and grocery shopping - and then they can spend those eBucks on anything from a dream holiday to monthly essentials or the latest gadget.
Please enjoy our conversation with Pieter Woodhatch from eBucks Rewards.
Hosted by Paula Thomas.
Show Notes:
1) Pieter Woodhatch
2) eBucks
3) Rassie: Stories of Life and Rugby
4) #416: South Africa’s FNB eBucks Rewards is the biggest winner at The International Awards
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
In this episode Bill Hanifin, CEO Wise Marketer Group, speaks with recognized industry figure Deepak Pradhan, Head of Loyalty Program & CRM at ADNOC Distribution.
This conversation will share a vision for the future of convenience and fuel retailing and will surely create “store envy” among many retailers. The state of the art at ADNOC is incredible.
Listen as we dig into how ADNOC is innovating in customer loyalty in this new retail model.
The episode is sponsored by Comarch.
Show Notes:-
1) Deepak Pradhan
2)ADNOC Distribution
Matt Zimmerman, a loyalty professional with years of experience across hospitality, gaming and travel.Matt’sloyalty journey began for with sheer persistence —after two years of consistently calling, they finally secured a role as a Loyalty Analyst at Albertsons (the U.S. equivalent of Woolworths).
From there, the moved into the fast-paced world of Caesars casinos, followed by several loyalty consulting roles that honed their strategic expertise. A move to Australia opened new opportunities, including leading the loyalty program at HotelClub, then joining Menulog during the height of COVID.
Most recently, they transitioned to the product space at Endeavour X, where he designed and launched a new loyalty program, pub+, and app from the ground up.
Hosted by Carly Neubauer
Show notes:
1) Matt Zimmerman
2) pub+
3) Peter Principle
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
In this episode of the Wiser Loyalty podcast series, Aaron Dauphinee, the CMO of Wise Marketer Group, talks with the VP of Marketing at Cadillac Fairview, Craig Flannagan.
Craig is one a senior marketing executive that has successfully stitched his customer and community marketing savvy across IBM and Microsoft into curating customer experiences at Canada's premier commercial real estate agent that operates some of the countries highest-performing shopping centres.
He shares his perspective on loyalty being immersive of the human element, which begins from creating experiences that draw people into their spaces and then sees them return.
A very progressive conversation on what loyalty looks like in a non-traditional sector (mall loyalty) that is intertwined with one more core (retail loyalty).
This episode is sponsored by Comarch.
Show Notes:
1)Craig Flannagan.
2)Cadillac Fairview
3)Aaron Dauphinee
4) The Power of Moments * (Book)
*In this episode, the guest mistakenly refers to the book by an incorrect title. The correct title is The Power of Moments
We appreciate your understanding and hope you enjoy the conversation.
In this episode, Charlie Hills interviews Dayoán Daumont, Head of Strategy at Ogilvy One, where he leads consumer engagement and loyalty strategy across the entire brand ecosystem for clients such as FIFA, Nestlé, and Michelin. Dayoán blends behavioural insight with creative precision to transform fleeting moments into lasting relationships.
The conversation explores his favourite book and loyalty programmes, key highlights and learnings from the initiatives he has led, and an in-depth look at Ogilvy One’s new loyalty research, The Four Dimensions of Loyalty.
Show Notes:
1) Charlie Hills
2) Dayoán Daumont,
3) Ogilvy One
4) The Four Dimensions of Loyalty
5) Neuromancer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
In this episode, Bill Hanifin, Managing Editor, The Wise Marketer, speaks with Mitch Walden, Sr. Director Digital Marketing & Loyalty, Scooter’s Coffee. Scooter’s Coffee was founded in Nebraska over 25 years ago and now operates over 800 locations in 29 states in the US.
Mitch is responsible for driving success for digital, loyalty, customer activation and owned social media strategies for Scooter’s coffee. His insights in this conversation will shed light on how this major coffee brand is creating growth and profitability through application of a coordinated digital strategy and a focus on customer loyalty.
Episode is sponsored by Comarch.
Show notes:
1) Mitch Walden
2)Scooter’s Coffee
3) Bill Hanifin
4) The Wise Marketer
5) The Energy Bus (Book)
This episode of Let's Talk Loyalty & Loyalty TV is in Spanish.
Hoy nos adentramos en el fascinante mundo del lujo y la lealtad con una invitada excepcional, Esther Subias Hernandez. Exploraremos cómo Puntos Palacio, más allá de ser un programa transaccional, es una estrategia holística que integra experiencias exclusivas, comunidades vibrantes y una profunda personalización basada en la data, elevando la relación con sus clientes a un nivel Totalmente Palacio.
¡Prepárense para descubrir los secretos de la lealtad en el segmento más exclusivo del retail!
Hosted by Alex Saul
Show notes:
1) Esther Subias Hernandez
2) El Palacio de Hierro
3) Pour Your Heart Into It – Howard Schultz
Udhara De Silva is the Head Loyalty Marketing for Singapore Airlines in Australia, being involved in the successful launch of Kris+ in in November 2023, and growing the Australian KrisFlyer member base to become the largest outside of Singapore and localising the global KrisFlyer programme content to resonate with Australian consumers and anchor the Singapore Airline brand.
Hosted by Carly Neubauer
This episode is sponsored by Comarch
Show Notes:
1) Udhara De Silva
2) Singapore Airlines
3) KrisFlyer
4) Kris+
5) Hidden Potential (Book)
6) Singapore Airlines Launches Kris+ Loyalty Program in Australia -2024 episode
In this episode, Charlie Hills is delighted to interview Madeline Shaw, the Marketing Director of Pets at Home.
Madeline and her team develop and deliver the Pets Club programme for Pets at Home, the UK’s leading pet care business. The company is dedicated to providing the best products, services, and advice to support pet owners throughout their pet care journey.
In this conversation, we’ll learn about Madeline’s favourite books, her career highlights, key learnings from the programmes she’s worked on, and a deep dive into the Pets Club loyalty programme.
Show Notes:
1) Madeline Shaw
2) Pets at Home
3) Pets Club
4) Charlie Hills
5) Black Box Thinking (Book)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today's episode features Raffael Fappiano Neto, the Product Manager for Loyalty at Azul Airlines.
Founded in 2008, Azul Airlines is now the largest airline in Brazil in terms of number of flights and cities served, and in 2020, they won the award for best airline in the world by TripAdvisor Travellers' Choice.
Raffael is responsible for Airline Products and Loyalty Projects at Azul Airlines, and he joins us today to share some highly innovative and even disruptive ideas - such as the option for members to burn their miles BEFORE they even EARN them!
He also shares insights on their paid program – a subscription product which includes an option to pay a monthly fee and potentially earn tier status even without flying frequently.
I hope you enjoy our conversation and a huge thanks to Comarch for the introduction!
Episode is sponsored by Comarch.
Hosted by Paula Thomas.
Show Notes:
1) Raffael Fappiano Neto
2) Azul Airlines
3) Don't believe in Everything you Feel (Book)
Today we are re-publishing back one of our most popular episodes as our planned episode has been delayed for technical reasons and ow also available to watch on www.Loyalty.TV and listen on Let's Talk Loyalty
Today’s conversation features Circle K, one of the world’s leading convenience and fuel retail businesses, operating over 14,200 stores in 26 countries.
In this episode, we explore how Circle K launched a cutting-edge global concept powered by gamification, strategic partnerships, and technology– all designed to deliver on their biggest commercial goal: driving both loyal and new customers into store.
We also highlight a major accolade: Circle K Norway was named the 2023 NACS European Technology of the Year, a testament to their industry leadership.
And with many of Circle K’s senior marketers based in my hometown of Dublin, it was a pleasure to speak with MJ Tierney, Head of European Marketing at Circle K.
Tune in to hear how innovation and loyalty go hand in hand at Circle K.
This episode was recorded and previously released in 2023.
Hosted by Paula Thomas.
Show Notes:
1) Circle K
2) MJ Tierney
3)2023 NACS European Technology of the Year
3) Inner Circle Rewards Program
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
In this episode Charlie Hills interviews Pablo Sardina, the Global Loyalty Senior Product Manager for Decathlon Membership. Pablo is a Growth and CX Expert in Sports Retail, focused on loyalty and relational models.
He has spent the last 7 years dedicated to drive digital products business value by delivering the optimal marketing strategy, including customer insights gathering, go to market strategies and campaigns and activations planning.
Today we will be learning about his favourite books, highlights and key learnings from the programmes he has worked on and all about Decathlon membership.
Hosted by Charlie Hills
Show Notes :
1) Pablo Sardiña
2) Decathlon Membership
3) European Loyalty Whitepaper
4) Mando - Connect
5) The Lean Start Up (Book)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today’s episode is hosted by Amanda Cromhout, featuring a special guest – our very own Paula Thomas.
In this conversation, Paula shares the inspiring origin story of Let’s Talk Loyalty – from spotting a gap in the market to launching the industry’s first podcast dedicated to loyalty, and eventually expanding into Loyalty TV.
Now over five years old, Let’s Talk Loyalty has evolved into a powerful voice in the B2B space. Paula reflects on the journey so far and how, with its impressive reach and engagement, the show continues to outperform typical industry benchmarks.
Naturally, the conversation also touches on a proud recent milestone: Paula’s recognition as the International Loyalty Personality of the Year 2025 – a moment of celebration for both her and the entire team behind the scenes.
Show Notes :
1)Amanda Cromhout
2) Paula Thomas
3) Let’s Talk Loyalty
4) Loyalty TV
5) Wishes Fulfilled by Dr. Wayne Dye
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today we welcome a new guest host – Joanna Witsch - who has been on the show a few times as one of our expert guests.
Joanna Witsch is hosting today's episode which features one of Comarch’s most loyal clients - Emirates National Oil Company (ENOC).
Her guest is Suryaveer Singh who is the Head of Loyalty CRM and Data at ENOC (more often simply known as Suri).
Suri was previously on the show in 2021 and since then the YES Rewards programme has grown dramatically.
This UAE-based fuel-led loyalty programme now has over a million members and includes a co-branded credit card, a subscription tier and also a consumer travel proposition, effectively evolving in to a comprehensive lifestyle programme.
Please enjoy this conversation between Joanna Witsch from Comarch and Suri Singh from ENOC.
This episode is sponsored by Comarch.
Show Notes:
1) Suryaveer Singh
2) Joanna Witsch
3) YES Rewards
4) Emirates National Oil Company
5) Comarch
6) The Psychology of Money (Book)
7) Yes Rewards from ENOC - Fuel, Food & Convenience Loyalty in UAE - 2021 Episode
Hadie Perkas is an inspiring entrepreneur with a career starting in recruitment, before founding The Gift Club & The European Loyalty Association. Hadie is known for her business drive, while identifying gaps in the market.
The communities she builds empowers businesses to build connections lasting relationships. The latest exciting news from the ELA is the launch of the Jobs Board, matching experienced loyalty professionals with job opportunities in the industry.
Hosted by Carly Neubauer
Show Notes:-
1) Hadie Perkas
2) The Gift Club
3) The European Loyalty Association.
4) Jobs Board
5) Atomic Habits (Book)
6) Cold: ExtremeAdventures at the Lowest Temperature on Earth (Book)
In the latest Wiser Loyalty podcast, Aaron Dauphinee of the Wise Marketer Group, speaks with industry loyalty operations expert, Nadine Rubin. Nadine shares her thoughts on the characteristics and skills needed to be successful in loyalty operations after a 25+ year career in the industry.
She also shares her vast experience, in particular while launching the Shoppers Drug Mart Optimum program in Canada as an alternative to coalition loyalty models that were dominating the market. Nadine does a compare and contrast of then versus now in loyalty and outlines some successes and wins: ensuring the immediacy of rewarding members, establishing program ambassadorship, testing with employees, etc.
Nadine closes by providing some thoughts and advice to a younger version of herself working in the 'loyalty industry'. This conversation is chalked full of insights and learning from someone that specializes in the unique area of Loyalty Operations.
Show Notes:
1)Nadine Rubin
2) Aaron Dauphinee
3) Wise Marketer Group
4) Drug Mart Optimum
5) The Invitation by Oriah (Book)
Today's episode of Let's Talk Loyalty & Loyalty TV is in Spanish.
Descubre las estrategias de lealtad que están marcando la pauta en el sector viajes online en nuestro nuevo episodio de Let's Talk Loyalty/
Recibimos a Alex Sánchez, líder del programa Pasaporte de Despegar y con una valiosa trayectoria en Club Premier. Alex nos comparte cómo Despegar fideliza a sus usuarios a través de beneficiostangibles como la acumulación de puntos y su innovadora tarjeta Invex.
En esta conversación, exploraremos cómo se pueden crear tiers de forma estructurada y alineada a los objetivos, además de la clave para combinar transacciones y experiencias en un programa de lealtad exitoso. ¡No te pierdas los insights de un experto! Escúchalo ahora.
Hosted by Alex Saul.
Show Notes:-
1)Alex Sánchez
2) Despegar
3)From Eternity to Here: The Quest for the Ultimate Theory of Time (Book)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
I’m delighted to be today meeting with another Fortune 500 brand as we meet with Bank of America, one the world's largest banks.
According to its latest annual report, Bank of America now serves approximately 69 million consumer and small business clients, and surpassed $100 billion in revenue in 2024, with net income in excess of $27 BILLION.
As part of the bank’s celebrations for the ten year anniversary of its Preferred Rewards program, I am joined today by Shikha Narula, the Managing Director, Head of Consumer & Small Business Product Strategy, Transformation and Rewards at Bank of America.
Shikha shares some of their key achievements including a membership base of over 11 million members, a 99% retention rate, and some of their flagship partnerships such as their coffee / cash-back program with Starbucks in the US market.
Shikha also shares how their award-winning Preferred Rewards program really differs from other programs in the financial services industry.
Please enjoy our conversation.
Show Notes:
1) Shikha Narula
2) Bank of America
3) Bank of America Preferred Rewards® program
4) Coffee, meet Cash Back - Bank of America Promotion | Starbucks Rewards
5) Smart Brevity: The Power of Saying More with Less (Book)
Today I'm chatting with Don Smith - well known to many of you for his role as the Chief Consulting Officer of Brierley which is now a Capillary Services Company.
Don shares his expertise around optimising some of the common KPI’s for loyalty professionals, the importance of the “mental mantle” of loyalty, as well as some of the big nuggets he learned from the recent Capillary Captivate Conference in Mumbai.
As one of the loyalty industry’s most respected brands, I’m thrilled to bring you some of Brierley’s unique frameworks and perspectives that can help us all build better programs. We also discuss Capillary's most recent news as they acquire Kognitiv Corporation, to enhance both their client portfolio and their position in the US market.
Please enjoy our conversation.
This episode is sponsored by Capillary Technologies.
Show notes:
1) Don Smith
2) Brierley
3) Capillary Captivate Conference
4) An Economic Theory of Democracy (Book)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
This episode celebrates Comarch which has become our new title sponsor for Loyalty TV, and we are thrilled to announce this as our biggest partnership so far of 2025.
Sponsoring Loyalty TV is how Comarch is showcasing its ambition to be recognised worldwide as the go-to partner for loyalty professionals.
In today’s episode, Paula Thomas is joined in studio by Marlena Polrola and Joanna Witsch, both based here in Dubai with Comarch’s Middle East team.
Marlena and Joanna will share why you should be following, learning from and talking to Comarch throughout your loyalty journey, including some real examples of the scale and success of their loyalty projects worldwide over more than 30 years so far.
Episode sponsored by Comarch.
Show Notes :
1) Marlena Polrola
2) Joanna Witsch
3) Comarch
4) The Five Types of Wealth by Sahil Bloom (Book)
5) Loyalty Program and the Currency Effect : A Comprehensive Guide to Realizing the Power of Points (Book)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
I’m thrilled to be announcing a new member of the Let's Talk Loyalty family as we continue to grow our network of guest hosts around the world.
Today’s announcement is incredibly exciting as we’re being joined by someone who has led one of the biggest airline loyalty programs in the United States.
Bridget Blaise-Shamai is most notably a former President of the American Airlines Advantage Program, the award winning travel rewards program of American Airlines, which of course includes leadership responsibility for the entire proposition and partnerships portfolio, where she led a team of over 700 professionals to deliver that world-class program.
Bridget has also worked at V. Group, a leading global shipping services firm, as well as serving as an advisory board member to several loyalty and payments start-ups.
She is also a guest speaker at Universities on how to affect consumer preference, loyalty/digital marketing and data analytics.
Today Bridget is bringing more than 25 years expertise in loyalty and leadership roles to Let’s Talk Loyalty and Loyalty TV, where she will be hosting monthly episodes featuring guests from various lifestyle programs and industries across the United States.
Please enjoy our conversation.
Show Notes:
1) Bridget Blaise-Shamai
2) The Pillars of The Earth -Ken Follett (Book)
3) Give and Take: Why Helping Others Drive Our Success (Book)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
For a masterclass in gamification, you can enjoy Yu-Kai Chou’s down to earth interview with Amanda Cromhout about gamification and his Octalysis Framework. He is the Founding Partner of The Octalysis Group and the creator of The Octalysis Framework which has been translated into 16 different languages, serving not only the commercial work but also academia.
This interview highlights the impact gamification can have on customer engagement and the commercial results it drives in loyalty programmes. Yu-Kai Chou leaves us with three case studies of Porsche, Latam Airlines and La Quinta hotel group, all of which boast positive results worth taking note of.
Show Notes
1) Yu-Kai Chou
2)Amanda Cromhout
3)The Octalysis Group
4) Actionable Gamification by Yu-Kai Chou (Book)
5) 10,000 Hours of Play by Yu-Kai Chou (Book)
6) Thinking Fast and Slow by Daniel Kahneman (Book)
This episode of Let's Talk Loyalty & Loyalty TV is in Spanish.
¿Te has preguntado cómo las grandes marcas de retail están revolucionando su estrategia de marketing y monetización?
En este episodio de Let's Talk Loyalty en español, exploramos el fascinante mundo del Retail Media de la mano de un experto de primer nivel: Juan Restrepo, líder de la estrategia de Retail Media para OXXO.
Con una trayectoria que incluye roles clave en Google y Falabella, Juan nos desvela la estrecha y poderosa relación entre el Retail Media y los programas de lealtad.
Descubre cómo la data de lealtad impulsa campañas efectivas, las claves para monetizar tu programa y las últimas tendencias que están transformando el panorama. ¡No te pierdas esta conversación llena de insights estratégicos!
Hosted by Alex Saul
Show Notes
1) Juan Restrepo
2) OXXO
3) Died with Zero - Bill Perkins
Carly Neubauer, Managing Director of Elevate Loyalty and OneTap Group, introduces two leading strategists from Mando Connect—Charlie Hills and James Davies. Together, they bring a wealth of experience in loyalty strategy and analytics, shedding light on their collaborative work in the loyalty space.
Charlie Hills is the Chief Strategy Officer and Co-Founder of Mando-Connect, WPP’s specialist agency for partnerships, loyalty, promotions, and rewards. As a passionate advocate for loyalty, she co-hosts Let’s Talk Loyalty, authors multiple white papers on loyalty and promotions, and serves as an Editor at Large for the Wise Marketer.
James Davies, Senior Strategist and Analyst, specializes in loyalty and reward analytics, partnerships strategy, and consumer insight. With his expertise, he works alongside Charlie to produce cutting-edge research, including the third edition of the “Understanding Loyalty in Europe” white paper. This white paper explores membership, appeal, and impact across 24 European markets, marking a leading study in the field of loyalty.
Show notes:
1) Charlie Hills
2) James Davies
3) Mando-Connect
4) YouGov
5) Understanding Loyalty in Europe 3.0 - Whitepaper
6) Knowledge is Beautiful - Book
7) Zero to One Notes on Start Ups, or How to Build the Future by Peter Thiel - Book
This episode is sponsored by Phaedon.
Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com
Martina Lipp is a true expert in the loyalty space with a career spanning some of the most iconic brands. Martina’s impressive track record includes leading customer loyalty and loyalty programs for Disney, Dollar Shave Club, Nespresso, and T-Mobile.
Most notably, Martina is recognized for her groundbreaking work in revamping Disney's international loyalty program, where she spearheaded a strategy that brought together a seamless omni-channel experience. Her efforts in customizing loyalty for fans of Disney, Pixar, Star Wars, and Marvel have set new standards in the industry.
Join us as Martina shares her insights on loyalty design, the power of fan engagement, and how to create lasting connections with customers across multiple touchpoints.
Hosted by Carly Neubauer
Show notes:
1) Martina Lipp
2) Dare to Lead: Brave Work. Tough Conversations. Whole Hearts. (Book)
3) Marketing to Mindstates: The Practical Guide to Applying Behavior Design to Research and Marketing (Book)
4) The Culture Map (Book)
In this episode Bill speaks with CLMP™ and recognized industry figure, Steve Allmen, EVP, Strategy and Partnerships, Canadian Automobile Association. Steve is guiding marketing efforts for this large membership organization.
His insights in this conversation will shed light on strategies and tactics to grow loyalty and engagement across large member groups and change the way you think about Membership Loyalty.
Hosted by Bill Hanifin.
Show notes:
1) Steve Allmen
2) Canadian Automobile Association
3) Bill Hanifin
4) The Wise Marketer
5) Life: Keith Richards (Book)
This episode is sponsored by Phaedon.
Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com
In this episode Charlie Hills interviews Amanda Cromhout, the CEO and Founder of Truth. Based in South Africa, Truth is a boutique consulting business specialising in customer centricity and customer loyalty programmes. Amanda is also a proud co-host for Let’s Talk Loyalty!
Today we will be learning about her favourite book and loyalty programmes, her background in loyalty and the highlights and key learnings from her new research report on loyalty in South Africa - The Truth and Brand Mapp Loyalty White Paper. It’s the only study of its kind in South Africa which is a renowned mature loyalty market.
Hosted by Charlie Hills.
Show notes:
1) Blind Loyalty Trust
2) Truth Loyalty Whitepaper download
3) Amanda Cromhout Loyalty
4) Follow Amanda Cromhout on Instagram
5)The Wealth Money Can't Buy: The 8 Hidden Habits to Live Your Richest Life
6) Becoming SuperNatural
This episode is sponsored by Phaedon.
Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com
In this episode Bill speaks with CLMP™ and recognized industry figure, Steve McClelland, Vice President of Loyalty, WestJet. Steve is guiding the operation of WestJet Rewards, which recently announced significant upgrades to its frequency flyer program.
His insights in this conversation will shed light on strategies and tactics to fuel growth in the travel sector, and to optimize frequent flyer program operations.
Hosted by Bill Hanifin
Show notes:
1) Steve McClelland
2) WestJet
3) WestJet Rewards
4) Bill Hanifin
5) The Wise Marketer
6) Moneyball: The Art of Winning an Unfair Game (Book)
7) Red Notice: A True Story of High Finance, Murder, and One Man's Fight for Justice (Book)
This episode focuses on Poundland Perks … the new loyalty programme from Poundland in the UK.
With Emma Collins, the Head of Digital Loyalty & Engagement for Poundland.
Today we will be learning about Emma’s favourite loyalty programmes, how Poundland Perks is delivering for customers and the business and all about their plans for the future.
Hosted by Charlie Hills.
Show Notes:
1) Emma Collins
2) Poundland Perks
3) Poundland
4) European Loyalty Whitepaper
5) Mando- Connect
6) YouGov
7) Return on Courage : A Business Playbook for Courageous Change
This episode is sponsored by Phaedon.
Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com
This interview with Neetan Chopra from IndiGo is highly insightful from learning about a relatively young airline, a very young loyalty programme and a global market place not to be ignored.
IndiGo operates out of India, which is the world’s 5th biggest economy.
The airline carried over 100m passengers in 2024 and has growth plans for its carrier and frequent flyer programme, BluChip, which launched 5 months ago.
Hosted by Amanda Cromhout
Show notes:
1) Neetan Chopra
2) IndiGo
3) BluChip
4) Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones (Book)
5) Accelerated Digital Transformation: How Established Organizations Can Gain Competitive Advantage in the Digital Age (Book)
Han Bailey has worked with some of the largest brands and loyalty programs in Australia and the US, including The Star Entertainment Group, David Jones, NewsCorp, Qantas, Global Red, Brierley & Partners, and Coca-Cola.
Now consulting for a range of businesses and mentoring emerging loyalty talent, Han brings a commercial perspective to loyalty and a deep understanding of building programs from the ground up.
Today’s conversation explores her journey—from an unexpected start in loyalty to developing and delivering some of the industry's most well-known programs.
Hosted by Carly Neubauer
Show Notes:
1)Han Bailey
2) Carly Neubauer
3)The Gift: A Survivor’s Journey to Freedom by Edith Eger
This episode focuses on Voyage Loyalty … a fascinating loyalty programme for V.Group. It creates a more engaging and valuable employment experience for seafarers, bringing them respect for their hard work and dedication.
With Bridget Blaise-Shamai, Senior Commercial Officer, and Rory Mackenzie, the Loyalty Program Manager, for Voyage Loyalty.
Today we will be learning about their favourite loyalty programmes, how Voyage Loyalty is delivering for seafarers, the brand and the business and all about their plans for the future.
Hosted by Charlie Hills
Show Notes :
1) Bridget Blaise-Shamai
2) Rory Mackenzie
3) Voyage Loyalty
4) V.Group
5) European Loyalty Whitepaper
6) Mando- Connect
7) YouGov
8) Meditations by Marcus Aurelius
9) If- Rudyard Kipling
10) The Alchemist by Paulo Coelho
This episode features one of our industry's well known loyalty leaders when it comes to loyalty finance and loyalty strategy, Evert de Boer.
Evert is the Managing Partner at On Point Loyalty, a global advisory firm exclusively niche to loyalty finance and strategy.
He is the CEO at Fidivo, which has built the first off-the-shelf loyalty program financial tool analysis.
Evert shares an executive style summary of his second published book "Loyalty Programs and the Currency Effect" and his perspective on loyalty in the travel sector, particularly given his expertise in aviation.
The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Aaron Dauphinee.
Show Notes:
1) Evert de Boer
2) On Point Loyalty
3) Fidivo
4) Loyalty Programs and the Currency Effect: A Comprehensive Guide to Realizing the Power of Points - By Evert de Boer & Xiao Yao Chin
5) A Perfect Spy: A Novel
6) Connemara: A Novel
7) German Summer Book (but only available in Dutch)
This episode is sponsored by Phaedon.
Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today’s topic is super fun and something we’ve never done before on the show.
We discovered some research that one of our loyal listeners compiled which listed the membership figures of some of the world’s largest loyalty programs.
That listener and now our guest today is Laurent Guinand PhD, who created the list we’re discussing today entitled “The Largest Global Loyalty Programs”.
Laurent is the Founder & CEO Founder & CEO of Aramis Advisors LLC based in the United States and today he shares which loyalty programmes came out on top in his research.
I hope you enjoy our conversation and if you’d like a copy of the slides discussed in the episode, please do email the show.
Show notes:
1) Laurent Guinand PhD
2) Aramis Advisors LLC
3) The E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It (Book)
This episode of Let's Talk Loyalty & Loyalty TV is in Spanish.
En el episodio de Let’s Talk Loyalty en Español está con nosotros Katia Cortes, líder del programa de lealtad Santander Unique Rewards. El programa sirve a las tarjetas Premium del banco con una propuesta de valor basada en experiencias y momentos especiales que buscansorprender a los usuarios.
Gracias a esta nueva propuesta, el banco estáobservando resultados muy alentadores en relación a la utilización del programa, un incremento en el uso de la tarjeta y una mayor facturación a nivel tarjetahabiente, sobre todo cuando hay una redención de puntos.
Cenas especiales, viajes, acceso a los mejores eventos preparados especialmente y otras experiencias es lo que ahora ofrece Santander Unique Rewards.
Hosted by Alex Saul
Show Notes
1) Katia Cortes
2)Santander
3) Santander Unique Rewards
4)“El poder del Cábala”. Author: Yehuda Berg
Kate O' Brien has been the General Manager of Loyalty at Air New Zealand for the past five years.
Kate leads and holds responsibility for the Loyalty business including strategy development and execution, partner relationships and negotiations, airline loyalty tiers and benefits, data and analytics and P&L ownership.
Hosted by Carly Neubauer
Show notes:
1) Kate O' Brien
2) Air New Zealand
3) Air Points
4) Dare to Lead: Brave Work. Tough Conversations. Whole Hearts. - Brené Brown
Our guest today is Ashley Deibert, Chief Marketing Officer, Marigold.
Ashley leads marketing at Marigold and oversees global go-to-market strategy, brand positioning, and expanding the company’s presence across North America, Latin America, EMEA, APAC, and Japan.
Ashley is recognized for her ability to overhaul marketing infrastructures, define go-to-market strategies, and scale multi-million-dollar growth globally.
We cover lots of ground in this conversation, while digging into a new report from Marigold, The 2025 Consumer Trends Index (CTI).
The report examines what makes today’s consumers tick and offers insights across multiple dimensions of cross-channel marketing and explores how brands can create relevant marketing experiences that turn customers from fickle to faithful.
The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™ and this episode is hosted by Bill Hanifin.
Show Notes:
1) Ashley Deibert
2) Marigold
3) The 2025 Consumer Trends Index (CTI).
4) The First 90 Days: Critical Success Strategies for New Leaders at All Levels by Michael D
Customer advocacy and emotional loyalty are driven by value-based alignment rather than product, service and price points. Explore a new take on customer loyalty from the latest whitepaper from Yuping Liu-Thompkins, Professor of Marketing at Old Dominion University and Director of Loyalty Science Lab.
Her latest whitepaper: The Politics of Brand Loyalty unpacks US consumer views on values alignment and how ideological views impact brand decisions.
Hosted by Amanda Cromhout
Show Notes:
1) Yuping Liu-Thompkins
2) Old Dominion University
3) Loyalty Science Lab.
4) The Politics of Brand Loyalty
5) Marketplace Dignity Transforming How We Engage with Customers Across Their Journey (Book)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today’s topic is an industry favourite – we’re here to talk about “Profitability in Loyalty and Strategies for extracting MAXIMUM value from Your Programme.”
Our guest is Priyanka Lakhani who is a Senior VP at the Collinson Group.
Collinson is perfectly positioned to lead the conversation about “Profitability in Loyalty” as a global company dedicated to helping the world to travel with ease and confidence for more than 30 years.
Please enjoy this conversation about programme profitability with Priyanka Lakhani from Collinson.
This episode is sponsored by Collinson Group.
Show notes:
1) Priyanka Lakhani
2) Collinson Group
3) Let’s Talk Loyalty: Priyanka Lakhani on Loyalty Programme Profitability | Collinson Group
4) AI and the future of humanity | Yuval Noah Harari at the Frontiers Forum - Yuval Noah Harari
5) Sapiens A Brief History Of Humankind By Yuval Noah Harari (Book)
6) Let’s Talk Loyalty: Priyanka Lakhani on Loyalty Programme Profitability | Collinson Group
In this episode Charlie Hills interviews Kate Wheaton, the Head of Strategy for Ogilvy One. Through her long career, Kate has worked on some of the UK’s most effective and loved loyalty programmes for brands such as Sainsbury’s, Tesco, Boots, Vodafone, British Airways, Waterstones and Pets at Home. She enjoys the combination of strategic rigour and creativity that modern loyalty demands to be successful.
Today we will be learning about her favourite book and loyalty programmes, highlights and key learnings from the programmes she has worked on and all about the new loyalty white paper from Ogilvy One “Loyalty in the Age of the Emotional Consumer”.
Hosted by Charlie Hills
Show Notes :
- Kate Wheaton
- Ogilvy One
- Oglivy - Ideas - Loyalty -Age- Emotional Consumer
- European Loyalty Whitepaper
- Mando-Connect
- The Power of Moments: Why Certain Experiences Have Extraordinary Impact
In this episode Aaron Dauphinee speaks with CLMP™ and loyalty academic, Darron Kirkley from the University of South Carolina (USC).
Darron is one of less than a handful of instructors in the USA who have created a university level class focused on the discipline of loyalty.
His course, Hospitality Loyalty Strategy, is taught through USC's College of Hospitality, Retail and Sport Management and Darron is a steward of the hospitality sector.
Darron shares his unique perspective into the mindshare of the next generation of loyalty marketers.
We also discuss the drivers of loyalty in hospitality and the go-forward state for the loyalty industry.
The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Aaron Dauphinee.
Show notes:
1) Darron Kirkley
2) USC's College of Hospitality, Retail and Sport Management
3) University of South Carolina (USC)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today's episode features a truly global loyalty perspective coming from Indonesia, which is in fact the 4th most populous country in the world!
Our featured brand is one of the largest retail conglomerates in Indonesia with nearly 200 stores and a market leadership position particularly in the kids and baby segment.
Kanmo Group is the official distributor for Indonesia of multiple world class brands and their portfolio includes global icons such as Mothercare, COACH, Adidas, Havaianas, Liverpool Football Club & Nespresso.
Our guest is Rajesh Grover, Kanmo’s Group Vice President of AI, Digital and Omnichannel, which includes responsibility for the Kanmo Circle loyalty programme.
Separately, Rajesh has also recently written and published a book called “Start Unselling Now” which introduces his customer-first approach that prioritizes the buying journey over sales targets.
Please enjoy this episode from the Kanmo Group in Indonesia.
Show notes:
1) Rajesh Grover
2) Kanmo Group
3) Kanmo Circle
4) Start Unselling Now: The Sales Manifesto for Winning Customers (Book)
5) One Click: Jeff Bezos and the Rise of Amazon.com (Book)
This episode is in Spanish and is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
En el episodio de hoy está con nosotros Cristian Ortiz, CEO de LATAM Pass, uno de los programas de viajero frecuente más grande de
Latinoamérica con 49 millones de socios. Nos describe cómo ha evolucionado el
programa a lo largo de los últimos años, pasando de un modelo de coalición,
anteriormente conocido como Multiplus, a lo que es ahora. Nos comentó como
conectar con los socios del programa para que se mantengan enganchados con la
propuesta de valor y como extenderla para estar presentes con el socio todos los
días.
Hosted by Alex Saul.
Show Notes:-
1) Cristian Ortiz
2) LATAM Pass
3) Start with Why by Simon Sinek (Book)
The Wiser Loyalty podcast series is a joint production of Let’s Talk Loyalty and The Wise Marketer. Throughout 2024, WMG CEO Bill Hanifin and CMO Aaron Dauphinee shared their insights on topics inspired by courses from the Loyalty Academy™’ Certified Loyalty Marketing Professional™ (CLMP™) program.
In 2025 we shift from this academic focus to seek out insights from practitioners of the trade such as our CLMPs and/or those operating from the C-Suite. Twice a month, we will bring you an interview with an executive who has transformed strategy into practical application to generate business results.
Today’s guest is Dave Sims, a well-known professional in North American loyalty circles. Dave is a Navy veteran who started his career with Proctor & Gamble and had early experiences creating business value using customer data while operating a startup.
He has since been in a leadership role in the customer loyalty efforts at notable brands including DSW Shoes, GNC Nutrition, LaQuinta Hotels, and Nordstrom. He most recently served as Chief Marketing Officer for a large franchisee of Orange Theory Fitness.
Dave shares insights on the future of loyalty, how to get support from the C-Suite, the tension between acquisition and retention, gamification and more.
Hosted by Bill Hanifin
Show Notes:
1) Dave Sims
2) Orange Theory Fitness
3) Bill Hanifin
4) The Wise Marketer.
Arvind Fashions Ltd is a USD 500 m turnover fashion business, which has been in existence for over 30 years. Its loyalty base boasts over 10 million customers across its five different loyalty programmes.
Tanya Alexander is AVP loyalty and Operations at Arvind Fashions Ltd and shares her challenges of operating five+ loyalty programmes, using customer-relevant channels and how she sees the role of AI driving faster hyper personalisation to better serve the Indian fashion market.
Hosted by Amanda Cromhout
Show Notes :
1) Tanya Alexander
2) Arvind Fashions Ltd
3) The Ken
4) Forrester Research
5) Mckinsey Insights
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today we’re bringing you an incredibly exciting episode with NASCAR which is otherwise known as The National Association for Stock Car Auto Racing.
NASCAR is the sanctioning body for the number one form of motor sports in the United States.
Based in Daytona Beach, Florida, NASCAR sanctions more than 1,200 races annually in eleven countries and more than thirty U.S. states.
Our guest for today’s episode is Donald Baal, Senior Director of Fan Loyalty for NASCAR Rewards who explains more about the sport, the multi-generational loyalty that already exists with fans and some of the fantastic reasons why the business made the decision to invest in a formal loyalty programme to build that emotional connection even further.
Show notes:
1) Donald Baal
2) NASCAR
3) NASCAR Fan Rewards
4) The Ride of a Lifetime: Lessons in Creative Leadership from the CEO of the Walt Disney Company (Book)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
2025 is the time of year that leading industry brands share their incredible insights and research as a way to support our industry, so I’m delighted today to be joined by our longest-standing sponsor and partner of the show as one amazing brand that does exactly that.
Comarch is a leading global IT company founded in Poland in 1993 which employs over 6,000 people, powering the technology needs of more than 40,000 companies worldwide.
Comarch is also one of the most dedicated software companies in the world when it comes to its focus on loyalty marketing software.
As part of that focus, I’m thrilled to be today helping them to launch their Customer Loyalty Predictions 2025 Report – focused on AI, Privacy and Sustainability - which was conducted by Comarch in partnership with the Global Loyalty Organisation.
Joining me in the studio today to share insights from this global study are Lukasz Dubiel and Joanna WitschfromComarch.
I hope you enjoy their insights on these key loyalty topics which are so relevant for 2025 and beyond!
This episode is sponsored by Comarch.
Show Notes :
1) Comarch
2) Customer Loyalty Predictions 2025 Report – focused on AI, Privacy and Sustainability
3) Lukasz Dubiel
4)Joanna Witsch
5) The Heart-Led Leader (Book)
6) Loyalty.com (Book)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today, we are delighted to be chatting with a leading regional loyalty and lifestyle program in the GCC called Blue Rewards, which is the rewards and lifestyle app for the Al-Futtaim Group.
Founded in the 1930s, the Al-Futtaim Group is a family-owned business that has evolved into a leading conglomerate across automotive, retail, real estate, and finance sectors in more than twenty markets.
Our guest is Geeta Raghuvanshi, who is the Chief Technology and Data Officer for Blue Rewards, which operates in the GCC, Egypt, Singapore, and Malaysia.
In this fun and insightful conversation, Geeta shares with us the overall Blue Rewards Programme and proposition, as well as some major evolutions and enhancements that the Al Futtaim Group have achieved in partnership with our friends in Capillary Technologies.
Together, they've grown the program from a simple cash back concept through to a major lifestyle brand which is now operating as an independent business within the group.
Please enjoy this conversation with Geeta Raghuvanshi from the Al Futtaim Group.
Show notes:
1) Geeta Raghuvanshi
2) Al-Futtaim Group
3) Blue Rewards
4) The Upside of Disruption: The Path to Leading and Thriving in the Unknown (Book)
Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons.
United Airlines remains the largest airline in the world with 244.4 billion revenue passenger miles flown in 2023, and their loyalty insights, even though recorded in November 2023 are ever-green.
This re-release has also given us the chance to publish this on our dedicated Loyalty TV website (previously just available on Youtube) as well as our usual podcast channel (of course).
It comes as United Airlines last week announced record fourth quarter profits for Q4 2024 and when we spoke, our guest Luc Bondar COO and President of MileagePlus shared how they achieved some of their superb results for their 110+ million MileagePlus members.
Show Notes:
1) United Airlines
2) MileagePlus® program
3) Luc Bondar, COO and President of MileagePlus
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today, we are thrilled to be sharing global loyalty insights from a woman who is truly on a mission to drive our industry forward.
Zsuzsa Kecsmar is the Co-Founder & Chief Strategy Officer of Antavo AI Loyalty Cloud, a loyalty software company she co-founded almost 14 years ago.
Zsuzsa was also chosen last year as the “International Loyalty Personality of the Year”, partly because of her incredible work creating the Global Customer Loyalty Report which last year was downloaded by over 8,000 loyalty professionals.
As you can imagine, Zsuzsa has even greater ambitions for the 2025 Global Customer Loyalty Report which was just released in the last couple of weeks and contains some incredible insights from both loyalty industry professionals as well as direct insights from over 10,000 loyalty programme members.
Today Zsuzsa also shares all of the latest AI-led loyalty technology innovations at Antavo which are being designed and built based on feedback from some of their incredible global clients.
I hope you enjoy our conversation with Zsuzsa Kecsmar from Antavo AI Loyalty Cloud.
This episode is sponsored by Antavo AI Loyalty Cloud.
Show notes:
1) Zsuzsa Kecsmar
2) 2025 Global Customer Loyalty Report
3) Antavo AI Loyalty Cloud
4) The Definitive Book Of Body Language by Allan Pease (Book)
5) Loyalty Programs: The Complete Guide by Philip Shelper (Book)
This episode is in Spanish and is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
En el episodio de hoy compartimos con un panel de expertos en Loyalty en donde se comentan algunos de los fundamentos importantes que se deben considerar a la hora de construir y/o gestionar estrategias de lealtad. Se señaló la importancia de combinar elementos transaccionales con momentos emocionales, la innovación, el uso de la data, la visión Customer First, entre otros. Esperamos que disfruten la conversación con Gerardo y Franz.
Hosted by Alex Saul.
Show Notes:-
1) Gerardo
2) Franz
3)Crear o Morir (Book)
4) Great by Choice (Book)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Please note this episode was recorded in November 2024.
The Wiser Loyalty podcast series for Let’s Talk Loyalty shifts its focus in 2025 to interview a series of C-Level executives who are influential in leading change in customer loyalty and loyalty marketing. Loyalty Academy™ Executive faculty members Bill Hanifin, CEO Wise Marketer Group, and Aaron Dauphinee CMO Wise Marketer Group will be hosting conversations with executives from a wide range of disciplines that impact the development of customer strategy and contribute to overall corporate profitability.
In this week’s episode Bill and Aaron talk with a special guest and known loyalty SME, Tim Murphy, to share his thoughts on what the future of loyalty technology may look like in the nearer-term but also with an eye to the horizon. Tim has been a C-suite executive at 5 fortune 500 companies that include time as CIO and CTO to lead technology shared services and divisional to enterprise transformations. The conversation touches on the impact of artificial intelligence on loyalty technology, explores new concepts implied by the term "composable commerce" and looks into the future of how the tech stack required to support digital customer strategy will evolve in the coming year.
Show notes:
1) Tim Murphy
2) Bill Hanifin
3) Aaron Dauphinee
4) Wise Marketer Group
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
In this episode Charlie Hills interviews Mary Beth Bell, a Senior Advisor at Valuedynamx, focused on driving growth in the U.S. market. With nearly 25 years of experience in the pay-for-performance space, MB has developed a deep expertise and passion for all things loyalty commerce. MB is also a true rewards enthusiast, racking up over 500,000 rewards points, miles, and cashback over the past two decades just by shopping.
Today we will be learning about her favourite books and loyalty programmes, highlights and key learnings from the programmes she has worked on and all about Valuedynamx.
Hosted by Charlie Hills
This show is sponsored by ValueDynamx.
Show Notes :
1) Mary Beth Bell
2) Valuedynamx
3) The Alchemist
4) The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
5) European Loyalty Whitepaper
6) Mando Connect
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Capitec Live Better Rewards is 3.5 years old in a banking environment which is only 24 years old. However, age is meaningless as Capitec holds a 60% market share in South Africa’s retail banking industry, with 24 million clients. 22m of these clients are part of its rewards programme, called Live Better. It has already been re-launched, which epitomises Capitec’s disruptive mindset to create customer centricity throughout all it does.
Kelly Goldsworthy is Head of Live Better Rewards with an engineering background and a laser focus on continuous improvement for the Live Better programme and its members. Kelly shares the journey to date and the fascinating statistics of its current engagement activities by different channels, encouraging all of us to re-think the norm and disrupt for the ultimate end game of greater customer centricity.
Show Notes:-
1) Capitec Live Better Rewards
2) Kelly Goldsworthy
3) Live Better Rewards
4) Blue Ocean Strategy (Book)
5) Good to Great: Why Some Companies Make the Leap...And Others Don't (Book)
Phil Hawkins, a loyalty veteran with over 30 years experience in the loyalty industry and a well known leading loyalty personality in Australia. Expertise in coalition programs, working extensively with Flybuys in Australia over several stints, from its inception in 1993.
With leading roles at National Australia Bank, Coles and Myer, Phil has loyalty experience including program design, all aspects of program operation, and specific experience in email and digital communication
These days, Phil is a keen loyalty observer, commentator, writer and occasionally creating mischief on LinkedIn.
Hosted by Carly Neubauer
Show Notes:
1) Phil Hawkins
2) The Loyalty Leap
3)Omnichannel Retail
4) Flybuys
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
As 2025 kicks off, Paula Thomas and Pooja Venugopal today look back at some of the highlights for the show in 2024 and announce some exciting changes for 2025.
Show Notes:
1)Let's Talk Loyalty
2)www.Loyalty.TV.
3) Paula Thomas
4) Pooja Venugopal
5) The 4-Hour work week
6) Predictably Irrational
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today’s interview features the SAS Group, the Swedish airline holding company originally formed in 1946 after the merger of the three Scandinavian flag carriers serving Sweden, Denmark and Norway.
It is now Scandinavia's leading airline, offering the most departures to, from and within Scandinavia.
Like many airlines, the SAS Group has made significant changes to its corporate structure over the years and particularly this year to its global alliance strategy.
SAS was one of the original founding members of the Star Alliance in 1997 which it left on 31 August 2024 and it then joined Skyteam the very next day on September 1st 2024! It's an incredible story.
Joining us today to share some insights on their loyalty program and some recent award-winning loyalty-led campaigns is Olivia Wasniewski, who is the Head of the EuroBonus Program operated by SAS.
Show notes:
1) Olivia Wasniewski
2) SAS Group
3) SAS EuroBonus
4) Watch the full video interview for free
This episode focuses on Arnold Clark Rewards… the new loyalty programme from Arnold Clark. With Emily Walker, the Head of Media & Brand Marketing for Arnold Clark. And Hema Kukadia, a Partnerships Account Director at Mando-Connect.
Today we will be learning about their favourite loyalty programmes, how Arnold Clark Rewards is delivering for customers and the business and all about their plans for the future.
Hosted by Charlie Hills
Show Notes :
1.Emily Walker
2.Hema Kukadia
- Arnold Clark Rewards
4.European Loyalty Whitepaper
5.Mando-Connect
6.YouGov
After an amazing first year of "The Wiser Loyalty Series", Founder and CEO of Let's Talk Loyalty and Loyalty TV, Paula Thomas, today hosts an episode with the brains behind the series.
Today's epsiode explains how the partnership between Let's Talk Loyalty and The Wise Marketer group is evolving even further.
Paula's guests are Bill Hanifin and Aaron Dauphinee,, CEO and Chief Marketing and Business Development Officer respectively for The Wise Marketer Group.
Together they review the podcast series they created for Let's Talk Loyalty listeners in 2024, and the changes and further enhancements planned for 2025.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
5) Paula Thomas
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today we’re back with our friends in the MOL Group, an integrated, international oil and gas company, headquartered in Budapest, Hungary.
MOL Group is active in over 30 countries, with a workforce of 26,000 people, and a market capitalisation in excess of $6.5 BN USD.
Our guest is István Mag, Head of the Digital Lab for MOL Group, and he joins us today to update us on how the MOL Group has transformed itself in recent years from a traditional fuel retailer to a digital eco-system, led by loyalty.
Listen to hear this incredibly impressive story of how this loyalty-led digital transformation is driving business growth while also inspiring and energising employees across the eight countries the program operates in across central Europe.
Show notes:
1) István Mag
2) MOL Group
3) MOL Move
4) Watch The Full Video Interview for free at www.CapillaryTech.com
This episode of Let's Talk Loyalty is in Spanish.
En el episodio de hoy, nos adentramos en el fascinante mundo de Serviclub, el programa de lealtad que ha cautivado a millones en Argentina. Con más de 25 años de experiencia, Serviclub ha redefinido la fidelización de clientes, ofreciendo una propuesta de valor única que combina beneficios exclusivos, experiencias personalizadas y un sólido programa de acumulación de puntos. Acompáñenos junto a Gastón de Benedetto a descubrir cómo Serviclub ha logrado construir una comunidad de clientes leales y mantenerse a la vanguardia en un mercado en constante evolución.
Hosted by Alex Saul
Show Notes:-
1) Gastón de Benedetto
2) Serviclub
The Wiser Loyalty Podcast Series is a production of Let’s Talk Loyalty and The Wise Marketer. In each episode, executive faculty members from the Loyalty Academy™, Bill Hanifin, and Aaron Dauphinee,, join you to dig in deep to topics based on courses in the Loyalty Academy’s Certified Loyalty Marketing Professional™ program.
This month’s topic is based on Loyalty Academy course #212 Introduction to Sustainability in Loyalty. In this second of a two-part discussion, our industry SME’s will unpack how brands have evolved in their approach to charitable giving related to loyalty programs and where this part of our industry is headed. So, the discussion today is centered on the Sustainability course, but it also relates to Course #108 covering Rewards Strategy, which we covered earlier in the year.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today’s interview is a long overdue episode with Dell Technologies which was last on the show back in the summer of 2020.
Dell is of course a world-famous technology brand, with over $88BN of revenue in their most recent financial year.
They are ranked in 48th place in the Fortune 500 list and sell to more than 98% of Fortune 500 companies.
Mitch Kennedy is the Global Strategy Lead for Loyalty in Dell across their Consumer, Gaming and Retail businesses and he joins us today to share his thoughts on loyalty as it continues to evolve so dramatically!
Show notes:
1) Mitch Kennedy
2) Dell Technologies
3) Dell Rewards
4) Watch the full video interview for free on www.CapillaryTechnologies.com
Join Kristy Elsworth, Executive Manager of Ecommerce & Loyalty at Thermomix Australia, as she shares expert tips on building impactful loyalty programs. From Proof of Concept essentials to leveraging AI and strategic partnerships, Kristy offers actionable insights and explores the future of loyalty in this engaging, data-driven conversation.
Hosted by Carly Neubauer
Show notes:
1) Kristy Elsworth
2) Thermomix
The Wiser Loyalty Podcast Series is a production of Let’s Talk Loyalty and The Wise Marketer. In each episode, executive faculty members from the Loyalty Academy™, Bill Hanifin, and Aaron Dauphinee, join you to dig in deep to topics based on courses in the Loyalty Academy’s Certified Loyalty Marketing Professional™ program.
This month’s topic is based on Loyalty Academy course #212 Introduction to Sustainability in Loyalty. In this first of a two-part discussion, our industry SME’s will unpack what creating “sustainable loyalty” really means in the context of loyalty programs and how to build sustainability into your loyalty strategy and approach. Since the market is never static, we’ll build on the course material, challenge a few concepts, and introduce new ideas.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today’s interview features Philippe Lazzarini, the CRM & Loyalty Manager at Autogrill, a food and beverage brand that’s famous throughout Italy, and turns over more than a billion euro there!
Globally, Autogrill is actually the world’s leading provider of food & beverage services for people on the move in airports, motorways and train stations, operating primarily concession agreements in 30 countries on 4 continents, and employing over 46,000 people.
Philippe shares the evolution of loyalty as a marketing and engagement tool for Autogrill customers, supporting their growth as a much-loved brand throughout Italy, leveraging simple yet powerful mechanics such as digital receipts and gamification, both of which have been even more effective than expected for the MyAutogrill programme.
Show Notes:
1) Philippe Lazzarini
2) Autogrill
3) MyAutogrill
This podcast is a masterclass in how gamification is not child’s play and how the loyalty industry can reap significant rewards (excuse the pun) by taking this strategy seriously. Dr Jacqui Nortje and Glenn Gillis are dedicated professionals who understand this opportunity deeply, with years of hands-on experience, serious brand performance and a phD in gamification between them.
Hosted by Amanda Cromhout.
Show Notes:
1) Dr Jacqui Nortje
2) Glenn Gillis
3) Hailr
4) Sea Monster
It is the end of another month for the Wiser Loyalty podcast series for Let’s Talk Loyalty. In this series loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation.
Executive faculty members from the Loyalty Academy™, the CEO of the The Wise Marketer , Bill Hanifin, and his CMO, Aaron Dauphinee continue their technology-focused conversation this week as they cover content from the Loyalty Technologies (course 109) curriculum.
In this week’s episode Bill and Aaron switch up the podcast series our SMEs share their thoughts on what the future of loyalty technology may look like in the nearer-term but also with an eye to the horizon. It’s a conversation that is anticipated to be an idea starter for the industry as it's positioned to be one that we continue to explore in future episodes of the podcast given the speed of change and influence of technology in delivering upon a brand’s loyalty promise.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today’s insightful interview features Australia's Leading Online Beauty Retailer – Adore Beauty – and its loyalty programme, Adore Society.
Adore Beauty was started as a home grown business way back in April 2000 by Kate Morris, who grew up in rural Australia and was frustrated that the latest beauty products in magazines were only available to those who lived in the big Australian cities.
Now, Adore Beauty, the website she created to ensure nationwide access to those products across the country, is a public company listed on the Australian Stock Exchange, stocking over 260 cosmetic brands and over 11,000 beauty products.
Our guest is Miranda Bliss, Head of Loyalty and Retention at Adore Beauty, who shares how Adore Society is personalising its programme, as well as leveraging both AI and A/B testing techniques in order to optimise member's experiences as the brand approaches the launch of its physical stores and becomes a multi-channel retailer.
Show notes
1) Miranda Bliss
2) Adore Beauty
3) Adore Society
4) LTL #273: eCommerce Leader Leverages Loyalty to Drive Commercial Success
5) LTL #108: Australian eCommerce Loyalty with Adore Beauty
This episode focuses on Benefit Loves… the loyalty programme from Benefit Cosmetics. Members can book treatments, earn Hearts for rewards and discover new products first. With Rachel Mercer, the Loyalty Operations Manager at Benefit Cosmetics for the UK and Ireland. She has worked at Benefit for 2.5 years and worked on launching the programme and is now managing it and the strategy going forwards.
Today we will be learning about her favourite loyalty programmes, how Benefit Loves… is building member engagement and all about their plans for the future.
Hosted by Charlie Hills
Show Notes :
1) Rachel Mercer
2) Benefit Loves…
3) Benefit Cosmetics
4) European Loyalty Whitepaper
5) Mando-Connect
6) YouGov
Executive faculty members from the Loyalty Academy™, the CEO of the The Wise Marketer Group,Bill Hanifin, and his CMO, Aaron Dauphinee continue their technology-focused conversation this week in the Wiser Loyalty podcast series for Let’s Talk Loyalty.
In this series loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation. Additionally, you can expect that each month they cover content from one of the core courses and this month it is around Loyalty Technologies (course 109).
In this week’s episode Bill and Aaron outline what it means to take a 360 degree view of the customer and then sketch out a topline blueprint of technology considerations that need to come together to shape a fulsome view on the customers behaviors and interactions with your brand.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today we are meeting perhaps the leading hotel travel subscription programme in the world, from the Accor Group in the Asia Pacific region.
Many listeners will be familiar with Accor, the global hotel group that now offers 45 hotel brands and a total of 5,600 properties around the world from smart economy hotels, all the way up to luxury five-star palaces, exquisite residences and full-service resorts.
Many loyalty professionals will also know ACCOR’s fee-free loyalty programme called ALL which we have featured previously on the show.
Accor Plus is another proposition entirely. It's a fee-based proposition designed to appeal to savvy travellers who prioritise exceptional value and exclusive experiences.
Our guest is Renae Trimble, CEO of Accor Plus, who joins us to share the latest updates from this unique paid element of the Accor global proposition as it celebrates its 30th birthday.
The program now boasts more than 450,000 members, so we are delighted to share this unique subscription program and hear how they’ve managed to achieve such incredible success, all the way from its humble beginnings to today's incredible proposition as a unique loyalty business in the hospitality category.
Show notes:
1) Accor Plus
2) Renae Trimble
3) LTL: #163: Accor's Live Limitless Programme Focuses on Passion and Partnerships
4) LTL: #359: Live Limitless with ALL from Accor - Industry Leading Loyalty Insights from Mehdi Hemici
5) LTL: #557: Accor Live Limitless: Emotional Connections and Memorable Experiences
6) Watch the full video interview for free at www.CapillaryTechnologies.com
This episode of Let's Talk Loyalty is in Spanish.
En el episodio de Let’s Talk Loyalty en Español tenemos a Eduardo Leonidas quien es Founder y CEO de Stix es el programa de lealtad con un modelo de coalición basado en Brasil que integra a grandes cadenas de retail como Pao de Azúcar, Extra, Droga Raia, Drogasil, Shell, C&A, Sodimac, entre otros. El programa fue fundado en 2020. Anteriormente a Stix, Eduardo fue director de estrategia del grupo Pao de Azucar y previo fue Vicepresidente de desarrollo corporativo en Grupo Casino.
Trabajó más de 10 años en JP Morgan. Eduardo es un apasionado de la lealtad y en el episodio de hoy nos comparte su visión de esta, así como los fundamentos para que un programa de coalición sea éxitoso y los principales desafíos de liderar una empresa de lealtad.
Hosted by Alex Saul
Show Notes:-
1) Stix
2) Eduardo Leonidas
Welcome to the Wiser Loyalty podcast series for Let’s Talk Loyalty where our loyalty industry SMEs provide their weekly perspectives on constructs from theThe Loyalty Academy™curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation. Additionally, you can expect that each month they cover content from one of the core courses and this month it is around Loyalty Technologies (course 109).
Executive faculty members from the Loyalty Academy™, the CEO of theThe Wise Marketer Group- Bill Hanifin, and his CMO, Aaron Dauphinee continue their technology-focused conversation from last week’s episode and build up on a previous episode that looked at Artificial Intelligence (AI)’s impact on loyalty marketing communications (episode #583).
In this week’s episode Bill and Aaron explore AI from the perspective of this technologies impact on the way that Marketers work is changing and how we anticipate they may begin to work in the future with the Information Technologists teams, Analytics teams, and even within their own Marketing ecosystem
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today I am thrilled to be talking with JetBlue, a relatively young New York based airline that began in 2000 with a vision of “bringing humanity back to air travel”.
As an airline, JetBlue’s focus is on premium leisure travelers, which of course requires a very different mindset for a loyalty programme than a long haul carrier would need.
Joining me today to share how their business strategy guides their loyalty strategy is Edward Pouthier, Director of Loyalty Program and Experience with JetBlue.
Ed and I met at the Comarch client conference in Krakow earlier this year, and I loved his focus on simplicity, flexibility and relevance for their entire customer base.
JetBlue are committed to being loyal TO their customers in order to cultivate loyalty from them in return.
I hope you enjoy learning all about TrueBlue from JetBlue.
Show notes:
1) Edward Pouthier
2) JetBlue
3) TrueBlue
Join Carly Neubauer, Managing Director of Elevate Loyalty and OneTap Group, in this episode of Let's Talk Loyalty as she welcomes Rob Harker, the Head of Customer Loyalty at Bupa Global.
With an impressive career spanning various industries, including airlines, hotels, travel, banking, and FMCG, Rob shares his insights into building a true loyalist approach at Bupa. Discover how the innovative "Life Rewards" program is transforming customer loyalty and learn about the key strategies that drive successful loyalty initiatives in a global marketplace. Tune in for an engaging conversation that highlights the importance of loyalty in today's competitive landscape!
Show notes:
1) Rob Harker
2) Bupa Global
3) "Life Rewards"
Executive faculty members from the Loyalty Academy™, the CEO of the The Wise Marketer Group, Bill Hanifin, and his CMO, Aaron Dauphinee join you this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty.
Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses.
This month our conversation turns to inspiration from our Loyalty Academy course #109, which is focused on Loyalty Technologies. In this week’s episode Bill and Aaron do a high-level on the multitude of advancing and innovative technologies that enable loyalty marketers drive: data insights, customer interactions and experiences with brands, a path towards personalization, channel effectiveness and consistency, and more …
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today we’re featuring a leader from a group that includes five leading omnichannel grocery brands in the United States.
Ahold Delhaize USA is a division of global food retailer Ahold Delhaize and includes Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop, which taken together comprise the largest grocery retail group on the East Coast and the fourth largest grocery retail group in the nation,
My guest is Megan Chickrell and she is the Senior Manager of Loyalty Strategy for ADUSA.
Megan joins me today to share some of incredible learnings from the many years across her career leveraging loyalty across multiple retail brands.
Show notes:
1) Megan Chickrell
2) Ahold Delhaize USA
3) Ahold Delhaize
4) Watch the full video For Free at www.CapillaryTechnologies.com
Marc St Pierre tells a compelling story of how his team at Anheuser Busch InBev delivered a global business transformation process to automate B2B sales and to enhance the customer experience for AB InBev's B2B clients. This radically improved the customer experience and created a high customer adoption rate to the tune of $40bn sales through the new platform.
Equally of interest is how this process created a B2B loyalty platform which is executed globally but is managed locally to be relevant and impactful. Marc highlights some of the differences between markets such as Argentina and South Africa to highlight such local nuances.
Hosted by Amanda Cromhout
Show notes:
1) Marc St Pierre - Business Strategy Director, Globant
2) Anheuser Busch InBev
Executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group,Bill Hanifin, and his CMO, Aaron Dauphinee join you this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty. Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses.
This month we are addressing the topic of Data Analytics in Loyalty Marketing, which is inspired by our Loyalty Academy course #107 Introduction to Loyalty Analytics. In this week’s episode Bill andAaron wrap up the month’s conversations on Analytics by sharing examples of brands utilizing their customer data to drive sound business results, create stickier customer relationships, and provide meaningful moments of interaction through relevant content, offers and/or experiences.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today’s episode comes from India, now the world’s most populous country with 1.4 BILLION people and some incredible loyalty programmes that deserve global attention!
We were delighted to be introduced to Metro Brands by our friends in Capillary Technologies, a retail brand and a household name in the Indian market.
Metro Brands is one of the largest footwear specialty retailers in India, with more than 850 stores in 195 cities.
They manufacture and re-sell both local brands as well as international footwear brands such as Crocs and Footlocker.
Our guest is Biswajit Dutta the Head of CRM, Loyalty and Analytics for Metro Brands, and he shares their current loyalty strategy as well as some of the big ideas they are reflecting on for their future growth and evolution.
Show notes:
1) Metro Brands
2) Biswajit Dutta
3) Capillary Technologies
4) Watch the full video For Free at www.CapillaryTechnologies.com
This episode of Let's Talk Loyalty is in Spanish.
Leal es la plataforma de gestión de relaciones con el cliente enfocada en ayudar a las empresas a que conozcan mejor a sus clientes a través de estrategias de data, analíticos, mercadeo, el uso de inteligencia artificial y machine learning para que ofrezcan promociones y comunicación personalizada que aporten al incremento de los ingresos.
Hosted by Alex Saul
Show Notes:
1)Camilo Martinez F.
2) Leal
Let’s Talk Loyalty brings you the Wiser Loyalty podcast series with the CEO and CMO of the Wise Marketer Group, Bill Hanifin and Aaron Dauphinee. They are executive faculty members from the Loyalty Academy™ who provide weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation. Our loyalty industry SMEs tackle a topic each month from the content of one of the core courses - Data Analytics in Loyalty Marketing (course #107) is the focus for this month.
In this week’s episode Bill and Aaron outline the rationale for being a data-driven organization that incorporates a sound customer data strategy, as well diving as a cursory topline of some analytical approaches and how they can be utilized for business analytics through to customer analytics.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.
Today’s episode features the Alshaya Group which is a dynamic family-owned enterprise first established in Kuwait in 1890.
Alshaya Group is now one of the world’s leading brand franchise operators with thousands of stores, cafes, restaurants and leisure destinations across MENA,Turkey and Europe, as well as a growing online and digital business, featuring a total of 70 brands including such iconic names as Starbucks, H&M, Debenhams, The Cheesecake Factory and Boots.
The loyalty brand that powers this incredible retail network is a digital programme called Aura, which this year won the 2024 International Loyalty Award for Best Loyalty Programme in the retail sector, and joining us today are two of the leaders of that loyalty business.
Nida Unas is the Director of Loyalty and Joanna Witsch is the Head of Loyalty Product and Operations for the Alshaya Group and the Aura programme.
Please enjoy our conversation.
Show notes:
1) Nida Unas
2) Joanna Witsch
3) Alshaya Group
4) Aura
Today we’re back chatting with our friends in Mastercard given their recently launched Holiday Spend Forecast Report which is focused on what we can expect for the upcoming Christmas season, based on research from the Mastercard Economics Institute.
Joining me today to share insights such as the effects and opportunities presented by the 2024 holiday calendar, as well as the predicted growth rates for consumer shopping is Kyle Clark, Senior Vice President of Merchant Loyalty with Mastercard.
Kyle shares a broad picture of the big trends expected to propel spending this season with key takeaways for loyalty managers as you finalise your planned campaigns for both pre and post the 2024 holidays, with some great new ideas that you might consider for this year!
This episode is sponsored by Mastercard.
Show Notes:
1) Kyle Clark
2) Mastercard
3) US holiday spending outlook 2024: Meet this year’s holiday shopper
4) Affordable bling and shopping shifts: Unwrapping 4 holiday trends
This week's Wiser Loyalty podcast series for Let’s Talk Loyalty sees our executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group, Bill Hanifin, and his CMO, Aaron Dauphinee return. This week our SMEs will examine the origins of zero party data terminology and define it relative to other types of data that can be captured and utilized in your loyalty program.
For this podcast series the two provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses. Data Analytics in Loyalty Marketing (course #107) is the focus of their conversation this month.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today’s episode features one of the few brands we’ve had on the show for a third time.
BILT Rewards is the first ever loyalty program that rewards people for simply paying their rent and spending locally in their neighbourhood, no matter where they live.
BILT Members can earn points and access exclusive benefits on rent payments, and now also at local restaurants, pharmacies, fitness studios and other merchants, and it is ranked the highest-value point currency by top consumer loyalty publications.
As a company, BILT Rewards has raised several rounds of funding, valuing the company most recently at $3.25 BN.
Our guest, Dave Canty, is SVP and Head of Loyalty for BILT Rewards, someone with truly impressive loyalty credentials in brands including Jetblue and IHG.
I hope you enjoy our conversation.
Show notes:
1) Dave Canty
2) BILT Rewards
3) LTL #135: Loyalty Industry Innovation - RENT Should Be Rewarding
4) LTL #261: Building Bilt Rewards from Strength to Strength
5) Watch the full episode for free at CapillaryTechnologies.com
In this episode we are delighted to interview Rich Long. Based in Chicago, Rich has significant cross sector loyalty experience working for global brands including PepsiCo and McDonald’s, and U.S. brands like Allstate and US Cellular, together with supporting a wide range of other brands that span many industries while serving as a consultant.
Today we will be learning about his favourite loyalty programmes, highlights and key learnings from the programmes he has worked on and what he sees as the most interesting trends in loyalty.
Hosted by Charlie Hills.
Show Notes:-
1) Rich Long
2) PepsiCo
3) McDonald’s
Executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group, Bill Hanifin, and his CMO, Aaron Dauphinee join you this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty.
Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses.
This month we are addressing the topic of Data Analytics in Loyalty Marketing. The conversations are inspired by our Loyalty Academy course #107 Introduction to Loyalty Analytics.
In this week’s episode Bill and Aaron cover the wide range of data sources and compare thoughts on whether brands are collecting the right data, too much data and if in the end having a 360-degree view of the customer is exactly where they want to be.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.
KFC Corporation, based in Kentucky USA has a proud heritage of over 60 years of success and innovation.
In fact, KFC is now the world's most popular chicken restaurant chain and a division of Yum! Brands, the world’s largest restaurant company.
Given the competitive fast food market they operate in, and building on their culture of innovation, KFC has just announced the launch of a brand new digital loyalty program for US diners, in partnership with our friends in Marigold.
Given its iconic brand status and role in popular culture, their digital transformation and loyalty strategy are leveraging the power of gaming, fun and fandoms to drive key commercial objectives that are brilliant for diners and brilliant for business.
Joining this episode of Loyalty TV is Roger Williams, Head of Loyalty Center Of Excellence at Marigold, and Paul Tuscano, Chief Digital Officer for KFC USA who shares the brand-new strategy that has already resulted in over three and a half million members joining this exciting new loyalty program in 2024 alone.
Please enjoy our conversation with KFA USA in partnership with Marigold.
Show notes:
1) Paul Tuscano
2) KFC USA
3) KFC rewards
4) Roger Williams
5) Marigold
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today we are talking about AI – not the technical (i.e complicated) side of the technology of course, but the practical business side that we all know is increasingly important to understand.
This episode is for anyone who is excited about the potential of the technology but might not be sure where to start.
Maria Wróblewska is Comarch's AI Product Owner, which she comes to with already many years as their product owner for their loyalty platform.
Maria’s message is that using AI is easy and she joins us today to explain the main use cases and hopefully eliminate anything that has been holding you back from starting to use AI in your loyalty program.
Please enjoy our conversation with Maria Wroblewska, AI Product Owner at Comarch.
This episode is sponsored by Comarch.
Show notes:
1) Maria Wróblewska
2) Comarch
3) ebook: How AI Personalization Drives Customer Loyalty
Executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group,Bill Hanifin, and his CMO, Aaron Dauphinee are back again this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty. Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses.
In this week’s episode Bill and Aaron take a different twist on things by exploring some terminology and understanding around some basic constructs. There are five episodes this month where the duo explores topics from the Loyalty Analytics curriculum (course 107) so they thought they’d take a bit of a time out to mull on some recent in market experiences that impact loyalty marketers.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
This episode explores some of the key concepts that underpin how we as human beings behave with brands, through the academic insights and wisdom of Alex Brown, whose work I have followed on LinkedIn for the last few years.
With an incredible career teaching digital marketing and digital strategy in top tier schools including London Business School and Wharton University, I was thrilled when Alex started binge-listening to "Let's Talk Loyalty" a couple of years ago as part of his preparations to teach his students about the power of emotional loyalty and I know he still recommends us to his students!
Alex is fascinating to follow given his career focus and pioneering the use of social media throughout his teaching and industry work, and he joins me today to talk about loyalty through the lens of Taylor Swift and Trust.
Listen and learn and please do enjoy our conversation.
Show notes:
1) Alex Brown
2) London Business School
3) Hierarchy of Trust: A Framework
4) #40: Loyalty Lessons From Wharton School's Professor of Marketing, Peter Fader
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today's guest is Fred Dumoulin, Strategic Advisor to the Collinson Group, focused on driving the loyalty market in France in partnership with Salesforce.
Fred and his colleagues recently completed some comprehensive research with loyalty programme managers in France and he joins us today to share some of those insights and how they compare to members of programmes in international markets.
We also discuss the Loyalty Maturity Assessment tool which is a free online tool available for anyone listening who wants to get some confidential insights on how your programme compares to others.
Listen to enjoy our conversation with Fred Dumoulin, courtesy of the Collinson Group.
The episode is sponsored by Collinson Group.
Show notes:
1) Fred Dumoulin
2) Collinson Group
3) Mckinsey Article: Coping with the big switch: How paid loyalty programs can help bring consumers back to your brand
4) Collinson Loyalty Maturity Assessment
Executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group,Bill Hanifin,, and his CMO, Aaron Dauphinee are back again this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty. Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses.
In this week’s episode Bill and Aaron share some thoughts on channel preferences and frequency of contact to help loyalty marketers think about how they might cut through to some members, not necessarily all, in an increasingly loud landscape. This is the last of four episodes this month where the duo explored topics from the Loyalty Member Communications (course 110).
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
This episode features unique insights – hot off the press - from last week’s release of the2024 Travel Benefits and Customer Engagement Research Report for APAC commissioned by our friends at Collinson International.
Surveying 7,250 cross-generational consumers across fourteen Asia Pacific markets, this report is designed to help brands, particularly in the financial services sector, to gain a deeper understanding on the power and influence of travel and how it presents new opportunities for brands to build strong relationships with their most valued customers, differentiate from competition and deliver measurable business impact.
Joining me in this episode is Rohan Bhalla, APAC Vice President for Business Solutions at Collinson International. He shares further insights from the report on the spending patterns of travellers in Asia Pacific; their expectations towards travel benefits; and how effectively these benefits influence credit card choice and usage today.
Listen to enjoy my conversation with Rohan Bhalla from Collinson International.
This episode is sponsored by Collinson International.
Show Notes:-
1) Rohan Bhalla
2) Collinson International’s 2024 APAC Travel Benefits and Customer Engagement Report
3)Collinson International’s The Value of Sports and Music Tourism Report
4)About Collinson
This episode of Let's Talk Loyalty is in Spanish.
Club Cinepolis es el programa de lealtad de Cinepolis, la cadena líder de cines en México y la 4ª cadena más grande del mundo. Con 21 años de existencia, el programa de lealtad se está transformando para entregar una mejor propuesta de valor a los usuarios.
Hosted by Alex Saul
Show Notes
1)Club Cinepolis
2)Carlos A. Carreño
Our loyalty SMEs and executive faculty members of the Loyalty Academy™, Wise Marketer Group CEO, Bill Hanifin, and CMO, Aaron Dauphineebring to you the Wiser Loyalty podcast series for Let’s Talk Loyalty. As always, Bill and Aaron provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and this month they are covering content from one of the core courses: Loyalty Member Communications (course 110).
Like with a selection of other core courses, it has been refreshed with new insights and points of view on communicating with your members of your customer program and related initiatives. In this week’s episode our experts discuss four key advantages in communicating with customers that have become members of the brand’s loyalty program.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
The LEGO Group is the company behind the world’s beloved LEGO® bricks, the world famous toy brand that has been sparking imaginations and inspiring the builders of tomorrow since 1932.
The company remains proudly family-owned and is headquartered in Denmark with regional hubs as well as multiple manufacturing facilities around the world, creating play-based experiences that are sold in over 130 countries.
Joining us today to share the story of Lego’s loyalty strategy is Aaron Mitchell, Lego’s Global Vice President of Membership & Personalisation,who explains how Lego is increasing its focus on membership and community in order to connect with customers (new and old) and inspire them.
Watch for free with our partner Capillary Technologies via Loyalty.TV or subscribe to watch this episode ad-free.
Show notes:
1) Aaron Mitchell
2) LEGO Group
3) LEGO Insiders
4) Watch the full video interview for free at www.Loyalty.TV
In this episode, Carly Neubauer, Co-Founder and Director of Elevate Loyalty, introduces Eden Caceda, Retention & Loyalty Manager at HCF Australia. With a deep passion for loyalty, partnerships, and member engagement, Eden is responsible for driving HCF’s ‘Thank You’ program and bringing it to life for members across the country.
As HCF prepares for an exciting evolution of the program, Eden shares valuable insights into revolutionizing healthcare loyalty. He discusses breaking down friction points, collaborating with internal stakeholders, and re-engaging members who have not utilized the program for years. Tune in to hear Eden's expertise and experience in transforming member engagement and loyalty within the healthcare sector.
Show notes:
1) Eden Caceda
2) HCF Australia
Executive faculty members from the Loyalty Academy™, the CEO of the The Wise MarketerGroup, Bill Hanifin, and his CMO, Aaron Dauphinee are back again this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty. Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses.
This month the duo is looking into topics from the Loyalty Member Communications (course 110). Like with a selection of other core courses, it has been refreshed with new insights and points of view on communicating with your members of your customer program and related initiatives. In this week’s episode Bill and Aaron discuss the topic of Artificial Intelligence’s (AI) rising integration into loyalty program member communications with three uses cases: search, segmentation, and service and support.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
The LEGO Group is the company behind the world’s beloved LEGO® bricks, the world famous toy brand that has been sparking imaginations and inspiring the builders of tomorrow since 1932.
The company remains proudly family-owned and is headquartered in Denmark with regional hubs as well as multiple manufacturing facilities around the world, creating play-based experiences that are sold in over 130 countries.
Joining Loyalty TV today to share the story of Lego’s loyalty strategy is Aaron Mitchell, Lego’s Global Vice President of Membership & Personalisation, who explains how Lego is increasing its focus on membership and community in order to connect with customers (new and old) and inspire them.
https://www.theguardian.com/lifeandstyle/2017/jun/04/how-lego-clicked-the-super-brand-that-reinvented-itself
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
I’ve just come back from the annual conference from the Asia Pacific Loyalty Association, and I’m thrilled now to be interviewing this award winning programme.
Bakers Delight won their award for Best Loyalty Program Launch at the 2023/2024 Awards, so I’m delighted to share this story with you today.
Our guest is Lucila Braga, the Head of Digital Customer Experience for Bakers Delight, with overall responsibility for their “Dough Getters” program.
As a brand, quite simply, Baker’s Delight sells freshly baked bread and they’ve been doing so around the country since 1980.
Their loyalty programme is also super simple as you’ll hear in today’s conversation.
Listen to hear the power of simplicity as a winning formula for both customers and program operators.
Watch for free with our partner Capillary Technologies via Loyalty.TV or subscribe this episode to watch ad-free.
Show notes:
1) Lucila Braga
2) Bakers Delight
3) Dough Getters
Michael Smith, from AI Events is co-Founder of the Loyalty Security Alliance.
He talks through the definition of fraud and the difference between traditional fraud and account take overs. He also explains the different stages of fraud: prevention, detection & post fraud recovery for customers. Fascinatingly, we discuss who are the fraudsters from customers o staff, bots and criminal gangs.
Hosted by Amanda Cromhout
Show notes:
1) Michael Smith
2) Loyalty Security Alliance.
3) The Paypers
The Wiser Loyalty podcast series for Let’s Talk Loyalty leans into the expertise of the Wise Marketer Group team of CEO, Bill Hanifin, and CMO, Aaron Dauphinee. The pair have been providing weekly perspectives on the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation as a podcast series. Each month they select constructs from a specific course in that certification program in which they provide their own perspectives, guidance on what you need to have embedded as truths as a “loyalty marketer”.
This month they take on topics form a revised course curriculum on Loyalty Member Communications (course 110). Like with a selection of other core courses, this has also been refreshed with new insights and points of view on communicating with your members of your customer program and related initiatives. In this week’s episode Aaron discusses the differences in brand and loyalty communications and notes some important channels that enable loyal behaviours and what it feels like to be loyal to a brand.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today’s episode is a long overdue catch up with the Livelo loyalty program that we last spoke to back in August 2021.
Livelo is the largest loyalty program in Brazil with more than forty-five million members, four hundred partners and over a million rewards available!
Livelo offers countless possibilities to earn and burn points in both the physical and digital world, with access to products, services, trips, experiences, payments and even cash back via the country’s incredible Pix platform.
We are joined again by Daniel Pagano, Chief Marketing and Operations Officer who shares Livelo’s latest propositions and performance and their incredible recent recognition.
Livelo is a client of Comarch.
Watch for free with our partner Capillary Technologies via Loyalty.TV or subscribe to watch this episode ad-free.
Show notes:
1) Daniel Pagano
2) Livelo
3) Pix platform
4) Watch this episode for free with our partner Capillary Technologies via Loyalty.TV
5) Subscribe to watch this episode ad-free
En este episodio de Let's Talk Loyalty en español, tuvimos como invitado a Juan Pablo de Velasco quien nos habló sobre la estrategia digital de Coca Cola FEMSA llamada Juntos + y cómo a través de ella generan valor a sus clientes.
Igualmente nos comentó sobre la estrategia de lealtad para el segmento B2B con Premia Juntos +, un programa de lealtad dirigido a tenderos, el cual busca recompensar las compras de los clientes otorgando puntos por sus transacciones y también utilizando un esquema de misiones, retos y recompensas variables a través de técnicas de gamification.
Hosted by Alex Saul
Show Notes :
1)Juan Pablo de Velasco
2) Coca Cola FEMSA
It’s another weekly episode with the senior faculty from the Loyalty Academy, Bill Hanifin and Aaron Dauphinee, who are the CEO and CMO of the The Wise Marketer, respectively. This is Wiser Loyalty on Let’s Talk Loyalty where we look at constructs from the Loyalty Academy™ curriculum designed by practitioners for practitioners and leads to individuals earning their Certified Loyalty Marketing Professional™ (CLMP™) designation.
This week we put forward a topic that is of long-standing debate on where Member Care should reside within the organization. We re-examined this with the refresh of our “Loyalty Operations” curriculum (course 111) and we will touch on this briefly again in the soon to be refreshed “Loyalty Marketing Communications” course as well (course 110).
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.
Today is a truly momentous day for us as you’ll hear in today’s episode.
It's "Let's Talk Loyalty's" 5th birthday and we are beyond proud of the brand we have created, the loyalty leaders we’ve interviewed and the impact we’ve had so far in the global loyalty industry.
As part of our birthday story, we are making some significant changes to our business model for Loyalty TV specifically, and announcing our biggest partnership to date with Capillary Technologies.
Capillary’s technology solutions power loyalty programs for some of the biggest brands in the world with over 300 marquee brands across 30+ countries, including the biggest programmes we’ve heard of – Tata Group with 170 million members and the upcoming launch of a program for Indigo Airlines which carries more than 100 million passengers annually!
As you’ll hear in the episode, Capillary will now be bringing these incredible clients to share their stories on Loyalty TV, and those video interviews will be exclusively available free of charge on the CapillaryTech.com website.
Please enjoy our conversation with Aneesh Reddy, Founder and CEO of Capillary Technologies as we today announce our biggest-ever partnership and hear the story of their incredible successes in recent years and Capillary’s even more exciting plans for the future.
Show notes:
1) Aneesh Reddy
2) Capillary Technologies
3) Watch our latest episodes at www.loyalty.tv
Dr Nceba Hene has a lot to shout about after an incredibly successful start to Audacious Rewards, the rewards programme for AfricanBank. The story behind Audacious Rewards is fascinating, but what is more significant is its performance to date, after only 18 months.
It is delivering a +67% increase in profit for like for like customers due to Audacious Rewards. It is an award-winning brand from this year’s International Loyalty Awards.
Hosted by Amanda Cromhout
Show notes:
1) Dr Nceba Hene
2) AfricanBank
3) Audacious Rewards
Welcome to Let’s Talk Loyalty’s Wiser Loyalty weekly podcast that shares perspectives on constructs from the the Loyalty Academy™ curriculum, which is available for individuals to earn their Certified Loyalty Marketing Professional™ (CLMP™) designation.
Our senior faculty of Bill Hanifin and Aaron Dauphinee, CEO and CMO respectively at the Wise Marketer Group provide their own perspectives and guidance on what you need to have embedded as truths as a “loyalty marketer”.
This week continues looking into the refreshed “Loyalty Operations” curriculum (course 111) as the two identify a few key areas of accountability that should be within the role of an Operations teams as they require coordination and consensus from across the organization and, in some instances, across a set of partnerships.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.
PAYBACK is an award-winning customer loyalty program which began in German almost twenty-five years ago, and now operates in multiple countries worldwide.
The business is part of the American Express Group and it also operates as a multi-channel marketing platform.
When it comes to coalition loyalty, the Payback programme is undoubtedly one of the best in the world.
Joining me today for second time on Let's Talk Loyalty and for the first time on Loyalty TV is Berni Brugger, CEO of the Payback Group.
When we last spoke in 2021, I remember being particularly impressed by the incredible 95% points redemption rate that Payback had managed to achieve from its 31 million members in Germany, so I was super excited to hear what’s been happening in the business since then!
I hope you enjoy my conversation with Berni Brugger from Payback Group.
Show notes:
1) Berni Brugger
2) PAYBACK Group
3) Edeka
4) Netto
5) Marktkauf
6) Watch the full video interview at www.Loyalty.TV
This episode focuses on the globally loved programme, IKEA Family. It was first launched in Sweden in 1984 and now has over 190 million members worldwide. With Kirsty Chalk, the Marketing and Member Acquisition Leader for rewards for IKEA Family. Kirsty is responsible for creating and executing the external launch campaign for 30 markets - to announce, engage and educate existing and potential IKEA Family members with the newest programme benefit: rewards from IKEA Family.
Today we will be learning about Kirsty’s favourite loyalty programmes, how IKEA Family is engaging its millions of members across the globe and all about their plans for the future.
Hosted by Charlie Hills
Show Notes :-
1) IKEA Family
2) Kirsty Chalk
3) Charlie Hills
The Wiser Loyalty Series podcasts for Let’s Talk Loyalty leans into the expertise of the Wise Marketer Group team of CEO, Bill Hanifin, and CMO, Aaron Dauphinee. The pair have been providing weekly perspectives on the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation as a podcast series. Each month they select constructs from a specific course in that certification program in which they provide their own perspectives, guidance on what you need to have embedded as truths as a “loyalty marketer”.
This week they dive into the new “Loyalty Operations” curriculum from course 111, which has been refreshed with new insights and points of view on operations management for loyalty program operators. In this week’s episode they discuss the step change and outline a framework for loyalty operations, including the accountabilities for those on this team in your organization.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.
Today’s guest is a speaker at the upcoming Loyalty and Awards Conference in Bangkok, and I know she is excited to be joining this annual travel loyalty event on stage.
Jelena Kezika is the Senior Director of Strategy for the Global Hotel Alliance and we were delighted that she joined us in our studio in Dubai.
The Global Hotel Alliance (or GHA for short) brings together a collection of independent hospitality brands, sharing a technology platform to create a multi-brand loyalty programme called GHA DISCOVERY.
GHA represents over 40 hotels brands with more than 800 hotels in 100 countries serving 27 million members.
Please enjoy our conversation with Jelena Kezika who shares the overall GHA Discovery strategy and insights on this loyalty programme’s unique benefits
Show notes:
1) Jelena Kezika
2) Global Hotel Alliance
3) GHA DISCOVERY
4) Watch the full interview episode at www.Loyalty.TV
In this episode Carly Neubauer chats with Ria Peters from Genesis about her career in loyalty marketing and the innovative PowerShout program. Rhea shares why ASB's banking rewards are her favorite and details her transition from global strategy roles to managing PowerShout.
Learn how PowerShout offers customers flexible free hours of power and fosters strong emotional connections. Tune in for insights into creating impactful loyalty programs and engaging customers in unique ways.
Show Notes :
1) Ria Peters
2) Genesis
3) PowerShout program
This is an exciting week of the Wiser Loyalty Series podcasts for Let’s Talk Loyalty! Our industry experts, Bill Hanifin and Aaron Dauphinee, of the Wise Marketer Group have been providing weekly perspectives on the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation for the past 6 months. Each month they select constructs from a specific course in that certification program in which they provide their own perspectives, guidance on what you need to have embedded as truths as a “loyalty marketer”, and they wrap around industry examples to bring that material to life for our listeners.
This week they provide a quick top-line view on the courses that have been covered so to-date to stitch together some of the fundamentals of the loyalty discipline that they’ve shared so far. There’s more and more ahead but it’s always good to take a pause and take stock of how far we’ve come together. For those listening since the onset … you’re nearly “half way” there on high level understanding of the content within the CLMP™ curriculum as we’ve covered six of fourteen topic requirements for candidates to attempt the capstone examination and earn their CLMP™ designation.
For those that joined us en route, this episode will be helpful in guiding you back to already published episodes that you may want to “listen” into.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.
Today’s guest is here in studio with us in Dubai, which is a rare treat with so many global loyalty leaders based in other markets around the world.
Begum Kaya is the Global Head of CRM & Loyalty / Pizza Hut for Yum! Brands, Inc, a company headquartered Kentucky, that operates a network of over 55,000 restaurants in more than 155 countries worldwide through its subsidiaries and franchisees.
Yum Brands concepts include KFC, Taco Bell, Pizza Hut and the Habit Burger Grill – all famous brands, many of which are global leaders in their respective categories.
Today, Begum shares her insights on loyalty with a particular focus on Pizza Hut, applying her many years of digital expertise to take that proposition and continually evolve it!
I hope you enjoy the conversation.
Show notes:
1) Begum Kaya
2) Yum! Brands
3) Pizza Hut
4) Watch the full video interview at www.Loyalty.TV
En el episodio de Let's Talk Loaytly en Español, tenemos de invitado a Camilo Jiménez, quien hasta hace unos días fue líder de lealtad regional para Mercado Libre y Mercado Pago.
Camilo nos contó sobre la estrategía de beneficios que esta marca, referente en la región y a nivel mundial, tiene para sus millones de usuarios. Conversamos sobre la evolución del programa que estaba basado en puntos y niveles a un modelo de suscripción y cuales han sido los resultados a la fecha. También abordamos el tema de métricas de gestión y desempeño del programa, alianzas con marcas terceras como Disney+, Star+, Deezer, entre otras y sobre algunas novedades que vienen en camino.
Show notes:
1)Camilo Jiménez
2)Mercado Libre
3)Alejandro Gonzalez Saul
This week’s Wiser Loyalty series podcast with our hosts, Bill Hanifin and Aaron Dauphinee, looks at the good, bad and the ugly of select CVPs in the market place. These two partners of the Wise Marketer Group take on a new topic each month by tapping into one of the courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum. They then provide their own perspectives and current market examples to bring that material to life for listeners.
The month of July has been all about CVP and exploring certain constructs from the Loyalty Academy™ course on “How to Create a Winning Value Proposition” (#106). This week’s episode capstones the months thoughts with a few specific market examples for who’s aligned their loyalty program CVP to their brand’s promise well, and a bit of a slight critique on those that could do better.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.
Etihad Airways is the national airline of the UAE, operating more than 1,000 flights a week to over 120 destinations worldwide, with a fleet of 85 Airbus and Boeing aircraft.
Etihad Guest is the loyalty programme of Etihad Airways, and it has just announced the arrival of its 10 millionth member, a milestone that coincides with a new era for the programme, which was originally launched back in 2006.
Joining us today to share how the 10 millionth member is being recognised and what the new era of loyalty offers Etihad Guest members is Mark Potter, the Managing Director of Etihad Guest.
I hope you enjoy our conversation.
Show notes:
1) Mark Potter
2) Etihad Airways
3) Etihad Guest
4) Watch the full video interview at www.Loyalty.TV
Today I’m super excited to introduce you to the “2024 International Leaders in Loyalty Summit” which is taking place in South Africa this September.
Many of you know that I often talk about South Africa as one of the world’s most sophisticated loyalty markets, as the breadth and depth of the programmes there are so much further advanced than most of us realise.
I’m thrilled to be personally travelling to this conference this year and you won’t be surprised to hear that it’s our friend and guest host Amanda Cromhout who created and is running this conference, as well as the South African Loyalty Awards, and the winners of those will be announced at the same event.
Amanda joins me today to explain the incredible line up of international speakers – and why Cape Town is such an appealing destination for any international loyalty brand looking to learn from this incredible market.
Show notes:
1) Amanda Cromhout
2) “2024 International Leaders in Loyalty Summit”
Our hosts, Bill Hanifin and Aaron Dauphinee, return this week with the Wiser Loyalty series podcast for Let's Talk Loyalty. These two partners of the Wise Marketer Group take on a new topic each month by tapping into one of the courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum. They then provide their own perspectives and current market examples to bring that material to life for listeners.
For the month of July, they are exploring the Loyalty Academy™ course on “How to Create a Winning Value Proposition” (#106). This week’s the two subject matter experts talk about the role of customer experience (CX) and it's importance within a brand's customer value proposition (CVP). The two discuss how CX interactions align with the benefits and actions that stem from operating a loyalty program, including providing real life examples that reinforce their perspectives.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.
This year, Let's Talk Loyalty is travelling to the Australian Loyalty Association's Annual Conference.
One of the presentations we are looking forward to is the 2024 Loyalty Insights Report which the Australian Loyalty Association has recently launched in partnership with the Power Retail, which positions itself as Australia’s premier news and content hub for online retail professionals.
This is the Australian Loyalty Association's second Loyalty Insights Report and this version focuses exclusively on the retail sector, aiming to help retailers understand their customer’s needs, wants, and offer a guide for improving their loyalty program experience.
It offers an impartial insight on consumer perspectives on retail loyalty programs within the Australian market and is billed as the largest and most comprehensive report of its kind in Australia.
Our guest sharing some of the key insights from the report is Sarah Richardson, CEO of the Australian Loyalty Association.
Show notes:
1) Sarah Richardson
2) Australian Loyalty Association
3) Power Retail
4) 2024 Loyalty Insights Report
5) Watch the full interview episode at www.Loyalty.TV
Mateboho Malope holds a strategic group-wide portfolio to reflect the strategy that Vodacom is embarking upon. Vodacom is a 30 year old telco giant transformed into a fintec platform with over 500m customers on its addressable base.
Vodacom launched Vodabucks almost 4 years ago in South Africa and is now scaling it across the African continent, with a recent programme launch in Tanzania.
Its impressive fintec platform mpesa sees a $340bn p.a. processed across 51 million customers. Mateboho’s biggest learnings address the cultural differences in countries across Africa and in conclusion Mateboho see the Vodabucks strategy as a way to amplify value for consumers and drive incrementality for the Vodacom enterprise.
Hosted by Amanda Cromhout
Show notes:
1) Mateboho Malope
2) Vodacom
3) Vodabucks
4) #63: Vodacom South Africa Launches Vodabucks
Our hosts, Bill Hanifin and Aaron Dauphinee, are back again this week with the Wiser Loyalty series podcast. These two partners of the Wise Marketer Group take on a new topic each month by tapping into one of the courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum. They then provide their own perspectives and current market examples to bring that material to life for listeners.
For the month of July, they are exploring the Loyalty Academy™ course on “How to Create a Winning Value Proposition” (#106). This week’s episode looks at now popularized shift in mindset by leading loyalty brand marketers to utilizing alternative currencies to points and/or discounts and cash rewards. It’s recognized that there are other forms of rewards and recognition that serve on par with or are even more influential in changing member behaviors and fulfilling upon relevant experiences.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.
Today’s guest is another industry leader who joined us in our studio in Dubai.
Rob Singleton is Director of Loyalty Programmes for IHG Hotels and Resorts, for India, the Middle East and Africa Region.
IHG Hotels & Resorts is a global hospitality company with a family of 19 hotel brands, including over 6,300 operating hotels in more than 100 countries. Approximately 345,000 people work across IHG's hotels and corporate offices globally.
IHG One Rewards was the first hotel loyalty program ever launched, and remains one of the world's largest hotel loyalty programmes today.
I hope you enjoy this conversation with Rob Singleton all about IHG One Rewards.
Show notes:
1) Rob Singleton
2) IHG Hotels & Resorts
3) IHG One Rewards
4) Watch the full video interview at www.Loyalty.TV
This episode focuses on the Club Eurostar Loyalty Programme. With Sophia Laban, the Loyalty Manager for the programme. She is responsible for managing the future strategy of the Club Eurostar programme and has previously worked for IAG Loyalty and Sky VIP and brings a wealth of loyalty experience to the podcast.
Today we will be learning about her favourite loyalty programmes, how Club Eurostar is building member engagement and all about their plans for the future.
Hosted by Charlie Hills.
Show notes:
1) Club Eurostar Loyalty Programme
2) Sophia Laban
3) Mando Connect
4) YouGov
5) European Loyalty Whitepaper
This is another week of the Wiser Loyalty series podcast, which is hosted by Aaron Dauphhinee, CMO of the Wise Marketer Group, and the CEO, Bill Hanifin. These leading loyalty marketers unveil constructs form the Loyalty Academy™ curriculum which leads to candidates achieving their Certified Loyalty Marketing Professional™ (CLMP™) designation.
In this episode, they explore constructs for “How to Create a Winning Value Proposition” (course #106) and building upon last week's discussion on the importance of knowing your customer – in the sense of understanding the macro cultural trends that impact customer outlook, including considerations you need to take into account even before you get to data segmentation.
This week explores the basic elements of creating a solid CVP at a top level. Noted are the “must haves” to creating an offer set that will engage customers and keep them interested over the long term in the opinion of these tenured loyalty experts.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.
The idea of “emotional loyalty” has been raised many times on our show, but never before in such breadth and depth as in today’s conversation.
It’s a really big idea and one that brand marketers and loyalty marketers know is critically important but often struggle to achieve.
My guest today is hugely passionate about the topic and she wrote an article about it (in French) for herself and her clients back in 2023.
It was SO well received, that it was firstly translated in to English, then it became an ebook featuring some incredible statistics and insights and now, we’re here to share it on Loyalty TV.
Jessica Lavigne is a CRM and Customer Loyalty Professional for Comarch, based in France, so I hope you enjoy listening to our conversation, all about the importance and some suggested ideas to create true “emotional loyalty” for your brand.
Show notes:
1) Jessica Lavigne
2) Comarch
3) Gallup Research: Become your customers' most trusted partner
4) Emoloyalty ebook
5) IFOP x Comarch study - The French and loyalty programs in 2023 (In French)
6) LTL: #323: Ikea Family - Beloved Retailer Shares Its Latest Loyalty Innovations
7) Watch the full interview episode at www.Loyalty.TV
In this episode, Carly Neubauer, Co-Founder and Director of Elevate Loyalty, sits down with Chris Mills, Vice President of Loyalty & Partnerships for Accor across Middle East, Africa & Asia Pacific.
With over a decade of experience in loyalty and digital marketing, Chris shares insights from his journey leading the transformation of Accor’s award-winning loyalty program, Accor Live Limitless (ALL).
Discover how ALL, spanning over 40 hotel brands, prioritizes emotional connections to deliver personalized travel experiences that resonate deeply with members.
Join us as we explore the importance of emotional engagement in loyalty programs and its impact on member satisfaction and brand advocacy.
Show Notes :
1) Chris Mills
2) Accor
3) Accor Live Limitless (ALL)
The Wiser Loyalty series podcast is hosted by Aaron Dauphinee and Bill Hanifin from the Wise Marketer Group. They tap into courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum and bring that material to life with current market examples.
In this episode, our hosts bring fresh content from The Loyalty Academy™ on “How to Create a Winning Value Proposition” (course #105). The “CVP” as we refer to it is the centerpiece of loyalty program strategy and an important piece of the broader customer strategy for your organization. Hear about what you need to consider when you strike out to create a value proposition that will gain the attention of customers and help you develop the valuable relationships you seek.
The community of professionals who have earned their CLMP™ from the Loyalty Academy™ is nearing 1,000 individuals across 53 countries worldwide. If you would like more information on how to become part of the community leading this industry into the future, please visit LoyaltyAcademy.org.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Most marketers today are facing a perfect storm and increasing pressures - whether it's consumer's concerns about the cost of living or fundamental lifestyle shifts post pandemic, or brands focused on achieving more but with fewer resources.
Today's episode is a masterclass in tools, tips and techniques for loyalty marketers in 2024, as we're joined by Michele Fitzpatrick from Marigold.
With more than thirty years experience as an advocate for putting the humanity back in to marketing, consumer, Michele shares her wisdom and expertise and "top ten tips to improve your customer loyalty" and do more with less.
There's never been a better time to reflect on your program, your value proposition and and your performance, and today's episode includes the essential strategies to keep in mind in order to achieve mutually rewarding outcomes for you as brands and for your consumers.
Listen (or watch) for Michele's top tips and details of how you can request her slides for advice on how to support your program's growth.
Show notes:
1) Michele Fitzpatrick
2) Marigold
3) Watch the full interview episode at www.Loyalty.TV
This episode of Let's Talk Loyalty is in Spanish.
En este episodio conocimos de parte de Mariana Botero, CEO de Puntos Colombia, lo que ha pasado en la plataforma de lealtad más relevante de la región y modelo a seguir de una coalición exitosa, como ha sido su evolución después de 6 años de haberse lanzado en el mercado de Colombia. Hoy la plataforma tiene más de 7.3M de usuarios que reciben beneficios en su día a día de parte de 3,700 aliados que conforman el ecosistema.
Mariana nos habló de la visión del CEO en cómo gestionar a una empresa dedicada a la lealtad, de cómo se balancea el programa entre los diferentes aliados y se mantiene el equilibrio entre los socios, de métricas de gestión que se incluyen en el balance scorecard y del activo más valioso que tiene la marca: el equipo. Nos habló de la cultura organizacional que es pilar fundamental del éxito de Puntos Colombia.
Hoy, aprenderemos de cómo si existen modelos de coalición exitosos y relevantes que permanecen en el tiempo con crecimientos año con año dando valor a los usuarios y a los aliados.
Show notes:
1) Mariana Botero
2) Puntos Colombia
3) Alejandro Gonzalez Saul
Each month in the Wiser Loyalty series, Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide. This month, they are talking about financial planning for loyalty programs and the material is based on the Loyalty Academy™ course: Loyalty Financial Modeling (#105).
Throughout the month, we’ve covered the ecosystem of considerations needed to create a solid financial plan for your customer loyalty initiative. To wrap up the conversations, we share a few examples from work with clients that tie together the concepts shared, illustrate key planning steps, and reemphasize the need to work cross-functionally to have the best chance of creating a sustainable program structure.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
This episode is very different to our usual episodes as it was recorded quite spontaneously at a recent event.
The Comarch User Group is an annual meeting of Comarch’s clients who come together in the city of Krakow in Poland to learn, network, and be inspired.
We were lucky enough to be invited again this year, and like most of the audience it was our first opportunity to meet Dr Anna Pruska, who was appointed CEO of Comarch earlier this year.
Dr Pruska is a Doctor of Humanities in the field of International Relations and completed her Master's studies in Finance and Banking at the Warsaw School of Economics, and she started working for Comarch two decades ago,
Most of you know Comarch as a global IT solution that powers some of our favourite loyalty programmes in the world, so to have the chance to meet their new CEO – a leading woman in the global technology industry was incredibly exciting.
We took the opportunity to ask if we could do a short interview to allow you as our audience to also meet her and she agreed.
We were also joined by Piotr Kozlowski who most of you will know as the Vice President of Consulting for Loyalty Solutions at Comarch.
Listen to enjoy our impromptu interview and we hope it’s the first of many we do together with the Senior Leadership team in Comarch.
Show notes:
1) Comarch
2) Dr Anna Pruska, CEO of Comarch
3) Piotr Kozlowski, Vice President of Consulting for Loyalty Solutions at Comarch
4) Watch the full interview at www.Loyalty.TV
Daniel McCarthy is Assistant Professor at Emory University Goizieta School of Business. In this interview, Dan unpacks several deep layers of understanding around measuring retention and customer lifetime value.
He highlights a concern that businesses state improved performance against reduced churn rates. It is not that simple. He dives into differences of retention and churn measurement across subscription and non-subscription, across different industries and even the impact of a free trial in a subscription business.
If you are in the industry of loyalty, you need to listen to Dan McCarthy’s view on measuring churn, retention and customer lifetime value.
Hosted by Amanda Cromhout
Show notes:
1) Daniel McCarthy
2) Emory University Goizieta School of Business
3) #64: Customer-Based Corporate Valuation - Daniel McCarthy of Emory University
4) #338: Covid’s Aftermath, Customer Health, and Customer-Based Forecasting with Daniel McCarthy of Emory University
Each month in the Wiser Loyalty series, Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide. This month, they are talking about financial planning for loyalty programs and the material is based on the Loyalty Academy™ course: Loyalty Financial Modeling (#105).
Ensuring that your investment in planning and modeling is rewarded by a program that stands the test of time is the focus this week. To help you achieve what they call Sustainable Loyalty, Aaron and Bill look into the important “sanity check” questions you should ask to test your work and make recommendations on how to create a measurement dashboard with the right metrics to keep the CFO at ease.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today’s episode features a fascinating conversation with Westjet, Canada’s second biggest airline, as they embark on a significant transformation journey.
Westjet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Today, they operate to more than 100 destinations worldwide, with a team of over 14,000 people and nearly 200 aircraft.
Leading the loyalty evolution is Steve McClelland, Vice President of Loyalty Commercial & Business Development, and we are delighted to have him join us to share his early thoughts on how he plans to grow Westjet Rewards.
With thanks to the Loyalty and Awards conference team for this introduction.
Show notes:
1) Westjet
2) Westjet Rewards
3) Steve McClelland
4) Watch the full interview episode at www.Loyalty.TV.com
This episode focuses on the newly relaunched Carter’s Rewards - the loyalty programme of a $3Bn children’s apparel retail business. The successful relaunch lowered customer thresholds, added tiers, and accelerated its personalization strategy.
With Kevin Severs, the Director of Retention for Carter’s. Kevin is a seasoned Director with 18 years of marketing experience spanning retail, CPG, automotive, and consulting. Previously, he was a Director of E-commerce at Hertz and spent nearly a decade CPG consulting with General Mills and working in brand management at Procter & Gamble.
Today we will be learning about Kevin’s favourite loyalty programmes, how Carter’s Rewards is building real customer engagement and all about their plans for the future.
Show notes:
1) Kevin Severs
2) Carter’s Rewards
3) Carters Inc.
Last week we kicked off a month-long discussion of Loyalty Financial Modeling with Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee. Drawing from material in Course #105 – Introduction to Loyalty Finance, Aaron and Bill are walking you through the essentials that you need to know to break through the “black box” of loyalty finance.
This week, Bill goes solo and takes a close look at the assumptions that matter most for your financial model and how to create an assumption set that will pass the credibility test with your CFO and win the budget you seek. He shares the “check digit” questions that you must ask to make sure your model will pass the toughest tests with your stakeholders.
Each month in the Wiser Loyalty series, Bill and Aaron draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Mastercard recently hosted its latest Excellence in Customer Engagement Summit in Dubai, and Loyalty TV was delighted to attend.
Against the backdrop of market uncertainties and a rapidly evolving consumer landscape, this Summit brought together industry experts and thought leaders to discuss perspectives and share success stories on how organizations can win over the consumers of today and tomorrow.
As our first "Loyalty TV Live" event, Paula Thomas hosted a panel entitled "Influencing and Winning Loyalty in an Age of Choice" featuring Jill Moser, SVP, Global Loyalty, Offers at Mastercard, as well as Murat Ungun, Chief Executive Officer at Kudu Company for Food and Catering, for an engaging session on loyalty.
Topics include:
- Rethinking customer loyalty and loyalty programs in 2024
- Transforming customer loyalty with emerging technology
- Balancing act between digital innovation and customer trust
This event was co-created by the Loyalty TV team together with Mastercard. For more information about the product or services discussed please contact the Mastercard team at mastercardservices.com
Show notes:
1) Mastercard
2) Jill Moser
3) Kudu Company for Food and Catering
4) Murat Ungun
5) mastercardservices.com
6) Watch the full interview episode at www.Loyalty.TV
In this insightful episode, we delve into the true essence of customer loyalty with Mark Proctor who is the Head of Loyalty & Retention at BIG4, Holiday Parks of Australia.
Mark Proctor challenges the conventional metrics often used to gauge loyalty, advocating instead for a focus on emotional connection and customer convenience. Through personal anecdotes and industry examples, Mark Proctor discusses the journey of creating successful loyalty programs, the importance of embracing failure for innovation, and the need to simplify customer interactions in an increasingly complex digital world.
Join us as we explore how loyalty is not just a program but a holistic, organization-wide commitment to enhancing customer experience and trust.
Hosted by Carly Neubauer
Show notes:
1) Mark Proctor
2) BIG4, Holiday Parks
The Loyalty Academy™ senior faculty members, Bill Hanifin and Aaron Dauphinee, are your hosts for this week’s "Wiser Loyalty" podcast episode.
We’re kicking off a new month with fresh content from The Loyalty Academy™ curriculum that provides an Introduction to Loyalty Financial Modeling (course #105). This week Aaron and Bill look into some starting point considerations for brands and program operators to think through in order to be on sound financial footing. This is the starting point for a conversation on loyalty economics that will take place throughout the month of June.
In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide.
Show notes:
1) Bill Hanifin
2) Aaron Dauphinee
3) The Loyalty Academy™
4) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
The Langham Hospitality Group recently launched its “Brilliant by Langham” loyalty programme after a comprehensive two year project, led by Susan Nisbet, their VP of Loyalty.
Langham Hospitality Group is the wholly-owned subsidiary of Great Eagle Holdings, which operates a family of distinctive hotels under various brands across Asia, Europe, North America and the Middle East.
In today’s conversation, Susan shares her career specializing in loyalty in the hospitality sector, and some of the incredible learnings launching a new hotel loyalty program in such a mature and competitive sector, along with the unique challenges to create a compelling concept that works for a range of diverse global cultures.
Listen to enjoy my conversation with Susan Nisbet from The Langham Hospitality Group.
Show notes:
1) Susan Nisbet
2) The Langham Hospitality Group
3) Brilliant by Langham
4) Watch the full interview at www.Loytalty.TV
Today’s episode of Let's Talk Loyalty is created in partnership with our friends in Mastercard.
Our guest today is Kate Mescal-Pevzner, Senior Vice President of Global Cardholder Services for Mastercard, who joins us to share her insights on key trends in the global loyalty industry, as well as some incredibly exciting statistics from Mastercard on how people’s travel habits are changing.
While you won’t be surprised to hear that people are traveling more and more for unique experiences, it was fascinating to hear some of the reasons that people are choosing to fly – whether it’s to attend the concert of a superstar like Taylor Swift or something more unexpected like the recent solar eclipse in the United States!
With a truly global perspective on consumer insights, both from the data from their payments card business, as well as their flagship travel report from the Mastercard Economics Institute, I have no doubt you’ll enjoy listening and learning from Kate Mescal-Pezvner from Mastercard.
Show notes:
1) Kate Mescal-Pevzner
2) Mastercard
The Loyalty Academy™ senior faculty members, Bill Hanifin and Aaron Dauphinee, are back from CRMC 2024 to bring you this week’s "Wiser Loyalty" podcast episode. This is the last week of this month’s topic series which is drawing constructs from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108). This week the share their perspectives on the importance of creating seamless, brand aligned, and remarkable redemption experiences for members or experiences that are the reward themselves.
In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide.
Show Notes:
1) Aaron Dauphinee
2) Bill Hanifin
3) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today’s interview features a return guest, Steve Allmen, EVP of Strategy and Partnerships with the Canadian Automobile Association.
Steve joins us on Loyalty TV to explain how global "roadside assistance" organisations around the world are evolving in 2024.
He also shares how the "Canadian Automobile Association" obsesses about creating value for its members, whether they are drivers or not!
While many of us as loyalty professionals rely on "earn and burn" loyalty models to drive engagement, their "membership mindset" creates new opportunities for growth that are fascinating for us all!
Listen to enjoy my conversation with Steve Allmen.
Show notes:
1) Steve Allmen
2) Canadian Automobile Association
3) LTL #306: Canada's Changing Loyalty Market & Canadian Automobile Association Insights
4) Watch the full interview at www.Loyalty.TV
David Slavick is Co-Founder and Partner at Ascendant Loyalty Marketing. His interview unpacks a vast array of loyalty discussion points, which flow easily due to David’s extensive experience both brand side and consultancy/agency side. We enjoy the deep dive into partnerships, programme commercials and programme manager pain points.
Hosted by Amanda Cromhout
Show Notes:
1) David Slavick
2) Ascendant Loyalty Marketing
This week’s "Wiser Loyalty" podcast episode has senior faculty members of the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee back together again. This is week two of May that explores constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108).
In this episode, Bill and Aaron build upon last week’s episode that looked at the importance of attainable rewards but with a tint towards aspirational and experiential redemptions. This week they swing the pendulum to the other end of the redemption spectrum to look at loyalty programs that utilize micro-redemptions and why.
In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing 1,000 individuals across 53 countries worldwide.
Show Notes:
1) Aaron Dauphinee
2) Bill Hanifin
3) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today brings another exciting opportunity to discuss airline loyalty and share the story of the launch of Kris+ from Singapore Airline’s Kris Flyer program, specifically in the Australian market.
Australia is the largest market for Singapore Airlines outside of its home base, and we were thrilled with the opportunity to hear about their achievements in such a mature loyalty market.
Our guest is Udhara de Silva, Head Loyalty Marketing (Australia) at Singapore Airlines who brings an incredibly interesting global perspective to this role.
Listen to enjoy this conversation with Udhara de Silva, from Singapore Airlines in Australia.
Show notes:
1) Udhara de Silva
2) Kris+
3) Kris Flyer program
4) Singapore Airlines
5) Watch the full interview at www.Loyalty.TV
This episode focuses on VOXI Drop – Vodafone UK’s multi-award winning Gen-Z targeted surprise and delight loyalty programme.
With Matt Eldridge and Jonny Greenslade-Cross, the VOXI Proposition and VOXI Drop Proposition Leads. They are both telco loyalty specialists – Matt has delivered a number of successful loyalty initiatives over the years. In 2012 he launched “Additions” - Carphone Warehouses’ innovative loyalty program, he then led EE’s loyalty strategy for a number of years before moving to VOXI in 2022. Jonny has worked across Vodafone and VOXI since 2021, in numerous digital and loyalty roles.
Today we will be learning about their favourite loyalty programmes, how VOXI Drop is building real customer engagement with its Gen Z audience and all about their plans for the future.
Hosted by Charlie Hills
Show Notes:
1)Jonny Greenslade-Cross
2) Matthew Eldridge
3) VOXI Drop
4) European Loyalty Whitepaper
5) Mando-Connect
6) YouGov
This week’s "Wiser Loyalty" podcast episode has senior faculty members of the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee back together again. This is week two of May that explores constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108).
In this episode, Bill and Aaron focus in on the importance of attainable rewards, both from the strategy and redemption experience perspective. The two offer a set of real world examples to help reinforce some of the successes and poorer decisions select brands have made when it comes to rewarding the program members.
In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide.
Show Notes:
1) Aaron Dauphinee
2) Bill Hanifin
3) The Wise Marketer
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
Today, we're featuring an innovative adtech company called adjoe, which has just joined us as a partner and sponsor of our show.
adjoe is a leading advertising and monetization platform providing loyalty programme operators with compelling content that uses the power of "rewarded gaming" to grow bottom-line loyalty revenue through everyday fun!
adjoe has already raised more than $100mn in venture capital funding and has some extra-ordinary clients on board using their proprietary technologies, creating new monetization strategies for their business while also enjoying a meaningful engagement loop with their members.
Here to share his insights around the power of gaming to connect with your members is Thomas Yannopoulos, VP of Revenue for adjoe in The Americas.
Show notes:
1) adjoe
2) Thomas Yannopoulos
3) Watch the full interview at www.Loyalty.TV
Today, a conversation unfolds with Diana Sinclair, who holds the role of Senior Loyalty Manager at Dan Murphys. With over 15 years of experience in client and agency domains, Diana has cultivated expertise in CX, CRM, Loyalty, and Direct Marketing.
As a strategic leader, Diana prioritizes a 'customer first' ethos, enabling her to spearhead innovation and transformative initiatives. Presently, she assumes the helm of the My Dan’s loyalty program at Dan Murphy’s.
The upcoming discussion with Diana delves into the evolving landscape of points within loyalty programs and the pivotal role of culture in fostering innovation.
Hosted by Carly Neubauer
Show Notes:
1) Diana Sinclair
2) Dan Murphys
3) My Dan's Membership
Aaron Dauphinee from the Loyalty Academy’s faculty is flying solo in this week's episode of the "Wiser Loyalty" podcast series while Bill Hanifin is flying homeward after being on assignment this week. This week’s podcast kicks-off a new month of constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108).
In this episode, Aaron sets the stage for the month at a 50K foot level by listing off a series of key considerations when designing your loyalty rewards strategy. Not all key considerations are revealed here but he provides a sound starting point with seven (7) constructs that shape the impact that your loyalty program has on members.
In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide.
Show Notes:
1) Aaron Dauphinee
2) Bill Hanifin
3) The Wise Marketer
Today we’re delighted to be meeting Finnair, one of the world’s oldest airlines, founded 1923, which operates a network connecting Europe, North America and Asia from its Helsinki hub.
Today, we’re meeting Valter Sandell, who is leading the loyalty and membership strategy for Finnair Plus, a loyalty programme which has undergone comprehensive changes to its design and strategy just recently in early 2024.
Show Notes:
1) Finnair
2) Valter Sandell
3) Finnair Plus
Today’s episode of Let's Talk Loyalty is perhaps our most exciting announcement to date in terms of our content plans.
Alex Saul is today's guest, an industry leader with a loyalty career that spans more than twenty-five years in various countries across Latin America, leading some of the biggest programs on the continent.
Listen to hear our BIG news, which is truly both a podcast and loyalty industry innovation, that brings together the best of Alex’s loyalty expertise, market insights and native language - content for loyalty industry professionals who speak Spanish!
Please do listen to find out more (in English) about Alex's new monthly episodes as a guest host on Let's Talk Loyalty.
This episode is hosted by Paula Thomas.
Show notes:
1) Alex Saul
This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are Aaron Dauphinee and Bill Hanifin from the Loyalty Academy faculty.
In this episode, Aaron and Bill provide a topline re-cap of conversations they had while both on assignment the week prior in Dubai, UAE and the USA, respectively. A common set of themes arose while they were across continents related to the challenges CEOs and executive teams face. They draw linkages between how Loyalty (big L) and/or loyalty (little l) can help.
In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide.
Show Notes:
1) Aaron Dauphinee
2) Bill Hanifin
3) The Wise Marketer
Today’s episode is available both in audio as “Let’s Talk Loyalty” and on video on www.Loyalty TV.
We’re back today in Australia with a brand and business that was founded way back in 1903.
The Royal Automobile Club Victoria offers a variety of products and services for its 2 million members, led by roadside assistance as well as other services such emergency home assistance, travel discounts and benefits, insurance and finance.
To learn how they drive member engagement and retention for this iconic brand, we are joined today by Hayden Hearse, their Marketing Manager responsible for Member Benefits and Loyalty for the Royal Automobile Club Victoria. Hayden, who is also a 2024 ALA Loyalty Awards judge, contributed his expertise to this year's panel.
Please enjoy our conversation.
Show notes:
1) Hayden Hearse
2) Royal Automobile Club Victoria
3) RAIZ invest
4) Watch the full video interview at www.loyalty.tv
Today’s Let’s Talk Loyalty podcast talks to three deeply experienced professionals about the whitepaper – Understanding Loyalty in Europe 2.0. I talk to Charlie Hills,, Chief Strategy Officer and Abigayle Blanshard, Senior Strategist, both from MandoConnect. They are accompanied by Nick Fishbourne, Group Account Director of YouGov.
The whitepaper covers 24 European countries and proves that Europe is not a homogenous loyalty market
Three key highlights are that loyalty is playing an important role in today’s cost of living crisis, customers are begging brands to build emotional connections and finally that there is a distinct rise in gamification within loyalty technology across European loyalty programmes.
Show Notes:
1) Abigayle Blanshard
2) Charlie Hills
3) Nick Fishbourne
4) MandoConnect
5) Understanding Loyalty in Europe 2.0
6) YouGov
In this week’s episode of the “Wiser Loyalty” podcast series Bill Hanifin and Aaron Dauphinee offer up their perspective on one last construct that is taken from the Loyalty Academy’s Key Success Factors in Loyalty Marketing (course #112) curriculum.
Technological innovations and consumer adoption rates are on the rise, which is creating a new consumer expectation for consistency across their experiences and interactions irrespective of whether digitally-enabled or person-to-person. Successful loyalty programs have seen brands master providing consumers with choice across channels of interaction but now that mastery also includes consistency in quality, flexibility, and outcomes to create moments that matter.
In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation and this is now the third month of this global loyalty education series.
Show Notes:
1) Aaron Dauphinee
2) Bill Hanifin
3) The Wise Marketer
Today’s episode is available both in audio as “Let’s Talk Loyalty” and on video on www.Loyalty TV.
Our guest today, Ulf Gunnar Switalski, is a loyalty expert in Germany.
Ulf is the author of two books on how to use the loyalty programs from a consumer perspective, content which he also shares on his blog - Upgrade Guru.de
Three years ago, Ulf founded “The Bonus Awards” focused on recognizing excellence in the loyalty industry in Germany, then he expanded these awards to recognize loyalty leaders in Belgium and Netherlands.
Listen to hear insights, learnings and who the main winners were in these emerging loyalty awards for Europe.
Show notes
1) Ulf Gunnar Switalski
2) Upgrade Guru.de
3) The Bonus Awards
4) Press release Gallup Engagement Index 2022
5) Gallup Engagement Index Germany 2023: More than 7.3 million employees have internally resigned
6) Watch the full interview at www.Lotyalty.TV
This episode focuses on the new Canon Club Loyalty Programme – for all Canon fans across EMEA.
Today it has over 78,000 members, and there are lots of plans and ideas in play for how Canon will continue to grow and increase the loyalty of their very engaged customers. With Beth Simpson, the Customer Marketing Senior Manager at Canon Europe. Beth has over 20 years’ marketing experience, working in consumer electronics, membership and travel.
She loves working on brands that customers are passionate about, understanding customer needs and creating compelling marketing propositions.
Today we will be learning about Beth’s favourite loyalty programmes, how Canon Club is building real customer engagement and all about their plans for the future.
Hosted by Charlie Hills
Show Notes
1) Beth Simpson
2) Canon Club Loyalty Programme
3) European Loyalty Whitepaper
4) Mando-Connect
5) YouGov
This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are Bill Hanifin and Aaron Dauphinee from the Loyalty Academy faculty.
In this episode, Bill and Aaron discuss a key component to creating successful customer loyalty from your rewards program – the speed at which members accumulate enough points to be able to redeem for rewards is the earn velocity. It is a critical factor that brands want to forecast, monitor, and then manage as an easy metric of program health.
In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation and this is now the third month of this global loyalty education series.
Show Notes:
1) Aaron Dauphinee
2) Bill Hanifin
3) The Wise Marketer
This episode is available in audio format as “Let’s Talk Loyalty” and in video format on www.Loyalty.TV.
Today’s conversation features Under Armour, a leading inventor, marketer, and distributor of branded athletic performance clothing, footwear, and accessories.
Under Armour was originally launched in 1996 but only recently launched its loyalty proposition for customers.
Joining us today to share the story of this program is Nandika Suri, VP, Global Loyalty, CRM and Personalization at Under Armour.
Nandika shares how her insights from more than sixteen years in the airline loyalty sector were invaluable in guiding Under Armour’s transformation from its initial vision to become the “UA Rewards” program, which has already proven hugely succesful and enrolled nearly 3 million members in its first six months alone.
Show notes:
1) Under Armour
2) “UA Rewards”
3) Nandika Suri
4) Watch the full interview at www.Loyalty.TV
Join Carly Neubauer, Co-Founder of Elevate Loyalty, as she dives into a revealing discussion with Amanda Cromhout, the esteemed CEO and Founder of Truth. In this episode of Let’s Talk Loyalty, Carly and Amanda explore the latest findings from the Truth & BrandMapp Loyalty Whitepaper.
Amanda's groundbreaking loyalty research study, sheds light on key insights, intriguing statistics, and emerging trends within the loyalty landscape. With Amanda's extensive expertise and captivating insights, listeners are in for an enlightening journey through the world of customer loyalty.
Show Notes:
1) Amanda Cromhout
2) Truth
3) Truth & BrandMapp Loyalty Whitepaper
4) Carly Neubauer
5) Elevate Loyalty
Bill Hanifin and Aaron Dauphinee from the Loyalty Academy are back with another episode of the "Wiser Loyalty" podcast series.
They continue exploring Key Success Factors in Loyalty Marketing (course #112) from the Loyalty Academy™ curriculum. In this week’s episode, Bill and Aaron, lean into the importance of understanding that all customers shouldn’t be treated the same and the success that can come in doing this through the utilization of program tiers (in various forms).
In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation and this is now the third month of this global loyalty education series.
Show Notes:
1) Aaron Dauphinee
2) Bill Hanifin
3) The Wise Marketer
Today’s episode is available in audio format as “Let’s Talk Loyalty” and in video format on www.Loyalty.TV
Today’s guest has an incredible career in loyalty, working for over thirteen years on many of the most exciting and innovative propositions that Starbucks now offers in the US market.
Joy Das Gupta is now an independent loyalty consultant who works for clients such as Brooks Running, and who has previously supporting brands like Coca Cola, Stanley, Black & Decker, Cisco Systems and Samsung for Merkle.
Joy caught our attention sharing valuable insights and potential pitfalls that loyalty marketing professionals need to be aware of, and she joins Loyalty TV today to share more of these.
Listen to enjoy my conversaton with Joy Das Gupta from Das Gupta Consulting LLC.
Show Notes:
1) Joy Das Gupta
2) Watch the full interview at www.Loyalty.TV
Brett Cameron is the Managing Director of Old Mutual Rewards.
Unlike many loyalty programmes, Old Mutual Rewards focuses primarily on incentivising members to take care of their financial wellbeing. With over 2 million members and a staggering 5 billion points earned (equivalent to R500 million / $25 million), the programme has made a significant impact.
Notably, the programme isn't exclusive to Old Mutual customers; it's open to all South Africans and has recently expanded into Namibia with the commitment to offer practical solutions that help members achieve their financial aspirations.
In this captivating podcast, Brett guides us through the five-year evolution of Old Mutual Rewards, delving into prevalent topics such as fraud incidents affecting loyalty programs in the industry, the direct correlation between digitisation and programme engagement levels, and the promising future of Old Mutual Rewards.
Hosted by Amanda Cromhout
Show Notes:
1) Brett Cameron
2) Old Mutual Rewards South Africa
3) Old Mutual Rewards Namibia
This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are Bill Hanifin and Aaron Dauphinee from the Loyalty Academy faculty.
Our loyalty leaders first set-up the discussions for the month of April that will focus on identifying some, but not all, of the components to creating customer loyalty successfully. They list the long-standing and known keys to success, but also pepper in a few more recent known enablers, before diving into “program member enrollment” to kick-off.
In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation and this is now the third month of this global loyalty education series.
Show Notes:
1) Aaron Dauphinee
2) Bill Hanifin
3) The Wise Marketer
Today’s episode is available in both audio and video format, as the "Let's Talk Loyalty" podcast and on www.Loyalty TV.
We’re back in the hotel industry today with Meliá Hotels International, a Spanish hospitality group founded in 1956 in Mallorca (Spain).
Melia Hotels is one of the leading companies in resort hotels worldwide.
It was the first hotel company in Europe to go public in 1996, and the Group was also named the most sustainable hotel company worldwide in the last S&P Global Corporate Sustainability Assessment.
Melia Hotels launched its first loyalty proposition for guests 30 years ago, so 2024 represents a year of celebration, evolution and further expansion.
Joining us today to share their journey is Sara Matarrubia, the Global Loyalty Director for Meliá Rewards.
I hope you enjoy our conversation.
Show Notes:
1) Meliá Hotels International
2) Sara Matarrubia
3) Meliá Rewards
4) Watch the full interview episode at www.Loyalty TV
Today, Let's Talk Loyalty is joined by Wendy Werve, CMO of Marigold, to share her favorite learning from this year’s Consumer Trends Index, which has been created in partnership with eConsultancy.
The Consumer Trends Index is an annual report that we feature on this show, and the 2024 edition consumers from various countries, including Benelux Region, Denmark, France, Sweden, the United Kingdom, and the United States.
Listen to learn how consumer preferences are changing when it comes to marketing channels and how different demographics are choosing to engage with brands while protecting their privacy, while also focusing on building greater brand loyalty.
I hope you enjoy this year's insights from the 2024 Marigold Consumer Trends Index.
Show notes:
1) Wendy Werve
2) 2024 Marigold Consumer Trends Index
3) Marigold
This "Wiser Loyalty" podcast wraps up discussions during March that guest hosts Bill Hanifin and Aaron Dauphinee had about Loyalty Business Models.
Breaking away from the Proprietary/Player/Coalition nomenclature that has been used for years, Bill and Aaron redefine the Loyalty Business Model classifications based on a more customer centric view. They land on an approach that reflects the reality of the programs they have been observing in the market.
The Wiser Loyalty series showcases a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, featuring the latest thinking on customer loyalty, backed up by market examples.
Next Month’s topic: Key Performance Indicators.
Show Notes:
1) Aaron Dauphinee
2) Bill Hanifin
3) The Wise Marketer
This episode is available in audio as a podcast and in video format on Loyalty TV.
Today we learn the latest loyalty and lifestyle propositions from the Cathay Pacific Group, with Paul Smitton joining us once again from Hong Kong.
Listen to learn how the positioning and proposition for the membership program from Cathay Pacific has evolved, and the role of Asia Miles now as its currency (rather than its programme name).
Paul also shares some insights into some of the airline’s most recent developments in the Chinese market.
Show Notes:
1) Paul Smitton
2) Cathay Pacific Group
3) Asia Miles
4) Watch the full interview episode at www.Loyalty.TV
The launch of the 4th edition of ‘What Brits want from Loyalty Programmes 4.0’ does not disappoint. This Let’s Talk Loyalty podcast talks to three deeply experienced professionals about this whitepaper.
Amanda Cromhout talks to Charlie Hills,Chief Strategy Officer and James Davies, Senior Strategist and Analyst, both from Mando Connect. They are accompanied by Nick Fishbourne, Group Account Director of YouGov. Key highlights include the increased usage of loyalty by Brits ad a deeper usage in terms of activity rates.
There is also an increased play on loyalty partnerships benefiting consumers and brands alike. The whitepaper also serves up quality statistics around transactional KPIs and emotional KPIs.
Show Notes:
1) Charlie Hills
2) James Davies
3) Nick Fishbourne
4) Mando Connect
5) YouGov
6) What Brits want from Loyalty Programmes 4.0
The "Wiser Loyalty" podcast series unpacks the most important things you need to know about the Foundations of Loyalty, grounded in the Loyalty Academy™ Courses.
In today’s episode, guest hosts Bill Hanifin and Aaron Dauphinee take a deeper look at how the Proprietary model is taking on new meaning and why “Partnerships” may be a replacement for the Player Model, reflecting the way business is operating today and to better serve the needs of today’s consumer.
The Wiser Loyalty series showcases a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, featuring the latest thinking on customer loyalty, backed up by market examples.
Show Notes:
1) Aaron Dauphinee
2) Bill Hanifin
3) The Wise Marketer
This episode is available as a podcast on "Let's Talk Loyalty" and in video as www.Loyalty.TV.
Today's episode features research from our friends in Epsilon, who have been focused discovering the underlying factors that are truly driving UK consumers loyalty in 2024.
The result is “Epsilon Loyalty Index” (UK edition) which was created to support loyalty marketers in the UK looking to find new and innovative ways of building loyalty with their customers.
Joining me today to share her insights on the Epsilon Loyalty Index is Senior Vice President of Business Development Epsilon UK, Maria Giacobbe.
Listen to enjoy our conversation about her insights on how to drive customer loyalty in the UK in 2024!
Show notes:
1) “Epsilon Loyalty Index” (UK edition)
2) Epsilon
3) Maria Giacobbe
4) Loyalty Connect Dubai 2024
5) Watch the full interview at www.Loyalty.TV
Join us in this exciting episode as we welcome Aussie Merciadez, the Strategic Partnerships & Loyalty Manager at ANZ Bank, as our special guest. With a wealth of experience spanning various loyalty, incentives, and promotional companies both domestically and internationally, Aussie brings a unique perspective to the table.
Having spearheaded major brand promotions within the FMCG sector, Aussie transitioned seamlessly into the realm of loyalty, where her reputation for introducing fresh innovations precedes her. Renowned for her data-driven approach, Aussie shares her expertise in crafting loyalty programs that not only prioritize customer intelligence but also foster meaningful engagement. Tune in as we delve into the strategies and insights that have made Aussie a trailblazer in the loyalty space.
Hosted by Carly Neubauer
Show notes:
1) Aussie Merciadez
2) ANZ Bank
Aaron Dauphinee from the Loyalty Academy™ flies solo in this week's of the “Wiser Loyalty” podcast series while Bill Hanifin is in London, UK. He explores constructs from curriculum in course #104 on Loyalty Program Business Models to set the stage for the next two episodes when Bill and Aaron are back together again.
Aaron provides a topline introduction to three 'traditional' loyalty program business models that have served the full spectrum of Customer Loyalty to-date: Proprietary, Player, and Coalition models. This sets the stage for back-to-back weeks of digging deeper into and stress testing each of these models, introducing and evaluating new models, and discussing the viability and relevance of all of them for the loyalty landscapes of today and tomorrow.
In the Wiser Loyalty series, our experts discuss constructs each month that are taken from the Certified Loyalty Marketing Professional™ (CLMP™) curriculum. This month respectfully challenges concepts known to be foundational to Loyalty to set up for next month's conversation on Key Success Factors in Loyalty.
Show Notes:
1) Aaron Dauphinee
2) Bill Hanifin
3) The Wise Marketer
Today's episode is available in audio on "Let's Talk Loyalty" and in video format on www.Loyalty.TV.March 8th is International Women’s Day around the world.
To celebrate, Carly Neubauer created a very special webinar featuring the three female guest hosts of Let's Talk Loyalty.
This was in response to feedback from members of WiiN, a not for profit association that works to connect, educate and empower women in the incentive and loyalty industry.
When WIIN members were asked who they’d like to hear from for International Women's Day, the names that came up included Paula Thomas, Charlie Hills and Amanda Cromhout.
Today we're publishing that webinar as an episode of Loyalty TV and Let's Talk Loyalty to celebrate International Women's Day, and as a perfect opportunity to hear from all of the Let's Talk Loyalty interview hosts in one recording.
Thanks to Carly and everyone at WiiN for organizing this webinar in celebration of International Women's Day.
Show Notes:
1) Carly Neubauer
2) Paula Thomas
3) Charlie Hills
4) Amanda Cromhout
5) WIIN
This episode focuses on the Avolta Loyalty Programme – the global programme of this leading global travel experience player with over 5,500 duty free, food & beverage and convenience stores across 75 countries. With Camilo Courtenay, the Global Loyalty Lead at Avolta.
Camilo heads up global loyalty at Avolta. Prior to joining, he worked in various loyalty roles at Vodafone, Eurostar and British Airways and brings a wealth of industry experience to our show.
Today we will be learning about Camilo’s favourite loyalty programmes, how loyalty is changing in travel and all about the existing Avolta programme and plans for the future.
Hosted by Charlie Hills.
Show Notes :
1) Camilo Courtenay
2) Avolta Loyalty Programme
3) European Loyalty Whitepaper
4) Mando-Connect
5) YouGov
This week's episode of the "Wiser Loyalty" podcast series explores the most foundational course in The Loyalty Academy curriculum, Introduction to Loyalty #101.
Our host today is Bill Hanifin, who takes on this topic solo as co-host Aaron Dauphinee is on assignment in Argentina.
Bill poses a True/False test that challenges the foundational concepts of customer loyalty. In the process he clarifies conflicting terminology, sheds light on how loyalty is evolving and explains why Loyalty Marketing is equivalent to a Swiss Army Knife. Bill’s affinity for life-long learning made the opportunity to challenge traditional thinking irresistible. This discussion reveals what remains true today from original best practices and where the business has evolved over the past decade.
In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation. Throughout March, we will continue to explore elements of the Foundations of Loyalty.
Show Notes:
1)Bill Hanifin
2)Aaron Dauphinee
3) The Wise Marketer
This episode is available in audio format on "Let's Talk Loyalty" and on Loyalty.TV.
Today’s episode, features a loyalty program called Clos19 from the iconic brand Moët Hennessy, the Wines and Spirits Division of LVMH.
LVMH is the world's leader in luxury, operating in 6 different industries, across 81 countries. Many of their products have been around for centuries, while others are just starting their journey.
Today we are joined by Erin Scarfe, Head of Consumer Engagement within e-business driving Clos19 for Moët Hennessy, and her colleague Anaïs Lebreton who leads eBusiness and Loyalty for Ruinart which is both a champagne of choice for an international clientele and one of the jewels in the crown of the LVMH group.
Listen (or watch) to enjoy our conversation all about Clos19.
Show Notes:
1) Erin Scarfe
2) Anaïs Lebreton
3) Moët Hennessy
4) Ruinart
5) Clos19
6) LVMH
7) #342: Helping Customers Choose Better - SAQ Shares Powerful Results Selling Wines, Beers and Spirits in Canada
8) Watch this episode at www.Loyalty.TV
In this episode, we delve into the remarkable journey of Monique Forbes, who worked behind the award-winning Air New Zealand loyalty program. Join us as we explore the evolution of this program, from its inception to its groundbreaking retail coalition comprising over 65 partners.
Monique's expertise doesn't stop there – we'll also uncover the intricacies of her work on the proprietary loyalty program at Mercury Energy.
Get ready for insights into loyalty program innovation and the strategies that drive success in the ever-evolving landscape of customer loyalty.
Hosted by Carly Neubauer
Show Notes:
1) Monique Forbes
2) Air New Zealand
3) InZone Education Foundation
This week's episode of the "Wiser Loyalty" podcast series ties up the month's focus into select constructs taken from the Psychology of Human Behavior course curriculum of the Loyalty Academy™. Our hosts, Bill Hanifin and Aaron Dauphinee, will lead us into understanding why and how it's emotion that explains the "say-do" gap.
Learn how this universal problem to all marketers can lead to unsatisfying and inaccurate observations or marketing actions that do not elicit a response or desired outcome as loyalty program operators would expect or like. Understand the rising importance for
Each month Bill and Aaron draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation. If you enjoyed this week's episode or all the episode's in February, then be sure to join us in March when we explore facets of the types of Loyalty Business Models in play today and possibilities yet to come that are on the horizon.
Show Notes:
1)Bill Hanifin
2)Aaron Dauphinee
3) The Wise Marketer
Today's episode is available as a podcast on "Let's Talk Loyalty" and in video format on www.Loyalty.TV.
This episode features another iconic brand - MGM Resorts!
Driving customer loyalty in the competitive entertainment industry is fascinating, and today you’ll hear the story of how MGM Resorts recently relaunched, re-branded and re-positioned their original loyalty program in order to meet the dramatically changing profile of visitors to Las Vegas.
Our guests are Anil Mansukhani, Vice President Loyalty Marketing and Beck Sundquist, the Vice President of Product Management at MGM Resorts International.
Enjoy the show!
Show Notes:
1) Anil Mansukhani
2) Beck Sundquist
3) MGM Resorts
4) MGM Rewards
5) Watch this episode at www,Loyalty.TV
It's the 500th episode of Let's Talk Loyalty and we couldn't be more proud!
This episode is a wonderful collection of voices from our audience - some of the incredibly LOYAL people who listen to our show week in and week out.
Let's Talk Loyalty was first published back in 2019, and it was the very first podcast in the industry. While there are lots more people now publishing audio content for loyalty marketing professionals, we'll always be particularly proud of us being the first!
We have been truly blessed to have so many amazing people listening, and as a result, we consistently rank in the top 3% of all global podcasts.
SO THANK YOU ALL!
To celebrate this milestone of 500 episodes, today is dedicated to our loyal community.
We are thrilled that so many of you shared your voice messages with us, so we can share them with everyone else!
These voice messages capture some of the incredible feedback we regularly get privately, telling us how much our content means to you and how much you learn by listening.
This episode is a compilation of some wonderful wishes and voice messages from around the world, sharing that wonderful feedback with each other.
We hope this episode helps you feel part of something truly great – a show where so many iconic brands and industry experts come and share their wisdom so generously.
Thanks to all of you who sent in a voice message for this major milestone of 500 episodes.
We can’t wait to bring you our latest exciting ideas as we build the Let's Talk Loyalty community in the months and years to come!
Enjoy!
Show Notes:
1) Nejib Ben-Khedher
2) Rich Long, CLMP
3) Danielle Brown
4) Erica Hood
5) Mayank Singh
Nicholas Kerr
7) Sebastian Huschner, CLMP™
8) Paul Kramer
9) Renato Ramos
10) Lynn Tan
11) Phil Rubin
12) Emily Ong, CLMPᵀᴹ, CSPO®
13) Amanda Cromhout
14) Lisa Brightwell
15) Charlie Hills CLMP
16) Cristina Ziliani
17) Javier Marin Martinon
18) Nik Laming CLMP
19) Suryaveer Singh
20) Valerie Popeck
21) Pablo Sordo
22) Adam Posner
23) Jenn (Arment) McMillen
24) Kevin Crowe
25) Abhi Vyas
26) Richard Schenker
27) Leandro Torres
28) Kristie Atkins
29) Brian Almeida
30) Alyssa Callahan
31) Lisa Routel
32) Nizar Al Qabbani
33) Jason Foo
34) Charles Ehredt
35) Dominik Olejko
36) Let's Talk Loyalty
Senior faculty from the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee, are back to host the latest episode of the "Wiser Loyalty" podcast series. This week they bring with them insights that dive deeper into this month's focus on the Psychology of Human Behavior.
Learn about the Endowed Progress Effect and why creating momentum through incentives or benefits for your members, when onboarding or after they've set a redemption goal can influence continued behaviors.
Our experts provide their thoughts on its application to Loyalty using both sector and brand specific examples. The constructs discussed each month are taken from the Certified Loyalty Marketing Professional™ (CLMP™) curriculum and a constructs from a new course will be covered as a theme each month.
Show Notes:
1)Bill Hanifin
2)Aaron Dauphinee
3) The Wise Marketer
Today's episode is available in video on www.Loyalty.TV and as a podcast as Let's Talk Loyalty.
"Loyalty Connect" is being positioned as the flagship conference for the loyalty industry for 2024, taking place in Dubai in April, with an expected attendance of over 3,000 people!
This podcast shares the origins and intentions of the conference for its inaugural year.
This incredible event will also feature the International Loyalty Awards, which is taking place outside of the UK for the first time in its 13 year history.
No matter what area of loyalty marketing you work in, on the brand side OR the partner side, Loyalty Connect is an exciting event not to be missed.
My guest today is Co-Founder and Co-Chief Executive of Loyalty Connect, Marian Kelly.
I hope you enjoy our conversation.
Show Notes:
1) Marian Kelly
2) Loyalty Connect
3) International Loyalty Awards
4) Watch this episode at www.Loyalty.TV
Today’s episode features another much-loved Australian brand - this time in the fast casual dining sector.
Grill’d opened its doors in 2004, with a goal of challenging the belief that burgers were bad, and instead creating recipes for burgers that were both guilt-free and delicious.
Now, twenty years later, they're continuing to serve these healthy burgers in over 170 restaurants across the country.
In 2019, they realised the power of creating a program to show their loyalty to their customers and launched the “Relish” rewards program.
Joining us today to share the proposition is Jaimi Farrey, Senior Loyalty & Personalisation Manager for Relish, which is also now a finalist in the Best Social (CSR Initiative) in the upcoming APAC Loyalty Awards.
Show notes:
1) Jaimi Farrey
2) Grill’d
Welcome back for the second episode of the "Wiser Loyalty" podcast series, which is hosted by Bill Hanifin and Aaron Dauphinee from the Loyalty Academy™.
Listen to another key concept for loyalty marketers to understand, Operant Conditioning, which dives into the relationship between behaviors and consequences. Our experts provide their thoughts on its application to Loyalty using both sector and brand specific examples.
The constructs discussed each month are taken from the Certified Loyalty Marketing Professional™ (CLMP™) curriculum and this month's focus is on the Psychology of Human Behavior and its relevance to loyalty.
Show Notes:
1)Bill Hanifin
2)Aaron Dauphinee
3) The Wise Marketer
Today’s episode is available as a podcast as "Let's Talk Loyalty" as well as in video form on www.Loyalty.TV.
Starbucks is one of the world’s greatest brands and also our audience’s favorite loyalty program!
As a truly global brand, Starbucks operates in 84 markets, and today we’re here to hear about the incredibly successful launch of the Starbucks Rewards programme in the Middle East and North Africa, where there are over 1,900 stores in eleven countries.
In this region, Starbucks has partnered with one of the leading family-owned operators of international franchising brands, the Al Shaya Group, which has operated for over 20 years.
We are joined by Elisabetta Aiello, the Vice President of Marketing and Digital for Starbucks in the MENA and Turkey.
Starbucks Rewards launched in the UAE in February 2022, followed by other key regional markets soon afterwards, and to date, they have registered more than 3 million members.
I hope you enjoy my in-studio conversation all about Starbucks as a world-class brand focused on building customer loyalty in the Middle East and North Africa region.
Show Notes:
1) Elisabetta Aiello
2) Starbucks MENA
3) Starbucks Rewards
4) Al Shaya Group
5) Watch this episode at www.Loyalty.TV
This episode focuses on The Co-Op’s membership programme, featuring insights from Dean Harris, the Head of Membership Commercial at The Co-Op.
He is a retail marketing leader with 15 years of experience across retail media, loyalty, CRM, trade planning, advertising, and customer strategy. Dean began his career in advertising working on McCann Erickson’s B2B client portfolio, before moving to the Co-op where he has spent more than a decade driving the growth of the food and life services businesses in a variety of functions.
In his current role he manages the suite of member rewards (personalised offers, gamification, exclusive deals), oversees the retail media proposition and is responsible for ensuring that The Co-op Members’ best interests are considered whenever their data is moved, shared or used.
Today we will be learning about Dean’s favourite loyalty programmes, the trends he is watching closely and all about The Co-Op’s unique membership programme!
Hosted by Charlie Hills.
Show Notes :
1) Dean Harris
2) The Co-Op
3) European Loyalty White Paper
4) Mando-Connect
5) YouGov
This episode is our first one in the "Wiser Loyalty" podcast series, hosted by Bill Hanifin and Aaron Dauphinee.
Listen to our industry experts discuss a construct from their Certified Loyalty Marketing Profressional™ (CLMP™) curriculum and explain the meaning of "self-determination theory" and why it's an important concept for loyalty marketers to understand.
They also discuss the increasing importance of understanding the psychology of consumer buying behavior, including some real examples of brands that are already adopting these underlying drivers, in order to drive their program's performance.
Show Notes:
1)Bill Hanifin
2)Aaron Dauphinee
3) The Wise Marketer
Today’s episode is available on both "Let's Talk Loyalty" and Loyalty TV, where we’re heading to Australia to hear all about driving loyalty with the Super Retail Group.
The Super Retail Group is one of Australia and New Zealand’s largest retailers, and a public company since 2004, having established leading positions across various lifestyle categories as the proud owner of four iconic brands: Supercheap Auto,rebel, BCF and Macpac.
Our guest is Aaron Fuller, General Manager of Member Engagement for the Super Retail Group, where he and his colleagues are helping more than 10 million members live out their passions in sport, fashion, automotive & the great outdoors.
Aaron shares their latest exciting propositions already launched, as well as somefascinating insights on the consumer psychology insights that he believes we loyalty professionals need to understand in order to optimize our programmes.
Show Notes:
1) Aaron Fuller
2) Super Retail Group
3) Supercheap Auto
4) rebel
5) BCF
6) Macpac
7) Watch this episode at www.Loyalty.TV
In this episode, join us for an insightful conversation with David Parsons, the Co-Founder and CEO of Ellipsis & Co, an Australian-based company specializing in pioneering loyalty consulting and focusing on achieving Return on Loyalty as a commercial outcome.
Discover the evolution of the loyalty landscape in Australia over the past two decades, as Dave Parsons shares his experiences as an early pioneer in this field.
Learn about the highs, lows, and game-changing moments that have shaped the industry, and gain valuable insights into the tips and hints from this seasoned loyalty professional.
Explore how Ellipsis & Co utilizes proprietary methods and data-driven insights to design, implement, operate, and optimize customer loyalty programs and initiatives, delivering state-of-the-art services that not only grow customer value but also optimize overall performance.
Hosted by Carly Neubauer
Show notes:
1) David Parsons
2) Ellipsis & Co
Today’s episode is our first with Visa, a hugely important partner for so many of you and your programs.
Luigi Marandola is Vice President, Global Cobrand & Merchant Partnership Development at Visa, and he joins me today to share his approach to partnering with loyalty programs around the world.
Our conversation begins by reviewing with some of key success factors that program owners need to think about constantly to ensure your card is always top of wallet for your members.
Luigi then shares his insights on some great acquisition channels he sees, particularly in the US market – one of which is definitely controversial, and involves effectively leveraging the purchase path for ecommerce transactions as a key opportunity that more brands around the world can explore.
We also talk through some of the trends in co-brand cards that Visa sees from its data(which is one of the largest data sets on the planet), as well as new sectors that are emerging and beginning to explore the financial and engagement potential of co-brand cards.
Listen to enjoy our conversation and learnings from Visa!
Show notes:
1) Luigi Marandola
2) Visa
Today’s episode is available in audio format on Let's Talk Loyalty.com and on www.Loyalty TV.
Today, we are meeting Josh Belkin, Vice President, Loyalty and Customer Engagement at Omni Hotels & Resorts.
This hotel brand operates more than 50 luxury hotels and resorts in leading business gateways and leisure destinations across North America, including exceptional golf and spa retreats, as well as some dynamic business settings.
In this episode, Josh shares details of the evolution and recent re-launch of Omni's “Select Guest” loyalty program and some of the major changes they’ve implemented and why.
Enjoy!
Show notes:
1) Josh Belkin
2) Omni Hotels & Resorts
3) Select Guest
Today’s episode features an award-winning brand in the entertainment industry in The Netherlands.
With more than 30 cinemas around the country, Pathé Theatre's welcomed more than 14 million visitors in 2023, showing a renewed interest from consumers in enjoying the cinema experience.
My guest is Loyalty Manager, Joyce Mense, who led the original design of Pathé Rewards which won two International Loyalty Awards back in 2020.
Joyce joins me today to share the latest enhancements of their loyalty strategy, and some of the innovative ideas, such as their freemium subscriptions.
Their goal is now to achieve a simpler yet a more fully integrated experience for cinema-lovers, featuring a comprehensive loyalty and digital brand proposition for consumers called Club Pathé.
I hope you enjoy my conversation with Joyce Mense from Pathé cinemas in The Netherlands.
Show notes:
1) Joyce Mense
2) Pathé Theatre
3) Club Pathé
4) ARMIN’S ALL-ACCESS
5) Article: Innovators Break The Mould, At The 2020 Loyalty Magazine Awards
Today's conversation is designed to showcase some lessons and learnings from Brazil.
My guest is Tatyane Macêdo, Head of Communications at a loyalty consulting company called Valuenet, based in Sao Paulo, Brazil.
She is also the Editor-in-chief of Tudo Sobre Incentivos, which they describe as the main educational content platform on Loyalty and incentives in Brazil.
Tatyane reached out to us to share some research they conducted with a sample of consumers in Brazil, and conducted in partnership with ABEMF, which is essentially the South American Loyalty Association.
The research is in its third year and was designed to get a better understanding of the perceptions of these consumers around the various loyalty programs they are members of – what they like and dislike, as well as some ideas on how Brazilian loyalty programs can serve them even more.
If you’re interested in Brazil as a market for your business, please listen to learn some insights from this conversation.
Show notes:
1) Tatyane Macêdo
2) Valuenet
3) Tudo Sobre Incentivos
4) ABEMF
Today’s episode is available in both audio on "Let's Talk Loyalty" and in video format on www.Loyalty TV.
Our guest today is both a loyalty expert and a great friend of our show.
Lisa Brightwell is the Founder and Managing Director of Bright Insights Consulting - a boutique loyalty consultancy firm based here in Dubai.
Lisa joined me on the show previously in April 2021, to talk about some very innovative topics in the industry, and today’s she’s doing exactly the same!
As you will hear, Lisa is particularly passionate about employee loyalty, effectively designing your loyalty strategy BEFORE choosing a technology platform, as well as the simplicity and power of card-linked loyalty – a concept she has launched for some of the biggest programs in Dubai, including Skywards from Emirates.
Please listen and enjoy our conversation.
Show Notes:
1) Lisa Brightwell
2) Bright Insights Consulting
3) Tell Me Why American Airlines's podcast for staff
4) Watch this episode on www.Loyalty.tv
This episode focuses on ‘The Paddock’ – the digital loyalty programme of Oracle Red Bull Racing, featuring insights from Elliot Warman, the Digital Product Manager for Oracle Red Bull Racing.
Elliot heads up ‘The Paddock’. Having worked in digital financial services for 5 years with HSBC, he made the switch to work in Formula One last June. He’s passionate about building a sense of community amongst the team’s fans, particularly those that don’t have the chance to attend races.
He’s worked on various different marketing campaigns for the loyalty programme, including the team’s biggest fan campaign in 2023 called ‘Make Your Mark’, which gave the chance for its loyalty members to design the car livery for the United States Grand Prix’s this year and win a trip to the races.
Today we will be learning about Elliot’s favourite loyalty programmes, what loyalty looks like in Formula One and of course, all about Oracle Red Bull Racing’s digital loyalty programme, ‘The Paddock’.
Hosted by Charlie Hills.
Show Notes :
1)Elliot Warman
2) Oracle Red Bull Racing
3) ‘Make Your Mark’
4) European Loyalty Whitepaper
5) Mando-Connect
6) YouGov
In this episode of Let's Talk Loyalty, we are officially launching our partnership and format for our new Tuesday short shows launching on February 6th.
Our guests are well known to you all, and this new content partnership brings our work with The Wise Marketer Group to a whole new level.
Bill Hanifin and Aaron Dauphinee lead The Wise Marketer Group, which positions itself as “The Global Voice of Loyalty”.
The group includes their online magazine and the “Loyalty Academy” training program, which we are specifically featuring as the content source for our Tuesday episodes in 2024.
Today's episode explains what you can expect in the weeks and months ahead in the "Wiser Loyalty" Tuesday Podcast series, as we together focus on growth and excellence in our industry in 2024.
Show Notes :
1) Bill Hanifin
2) Aaron Dauphinee
3) The Wise Marketer Group
4) Loyalty Academy
5) Cumberland Farms
6) Stakeholder Loyalty Article
7) Do Hard Things
This episode is available in audio form on "Let's Talk Loyalty" and also on www.Loyalty TV.
It has already been a year since we met with Ben Lipsey, Senior Vice President of customer loyalty and President of Flying Blue, the loyalty programme of Air France, KLM and Transavia.
Flying Blue now has over 22 million members of its program, and Ben joins us today to share some new propositions and pricing they launched for members, the creation of a separate new legal structure for the entire program, as well as their plans to launch a “subscription” propositions this year for members.
Listen to enjoy the latest loyalty insights from Ben Lipsey and Flying Blue.
Show Notes :
1)Ben Lipsey
2) Air France
3) KLM
4) Transavia
5) Flying Blue
6) www.Loyalty TV.
Amanda Cromhout interviews Phil Shelper, Founder & CEO of Loyalty Reward & Co.
Phil is the author of Loyalty programs: The Complete Guide. Phil released the first edition in 2020 after many months of COVID and the time to face adversity.
The 2nd edition was released in October 2023. Amanda released Blind Loyalty – 101 Loyalty Concepts Radically Simplified in September 2023 after very personal adversity from personal health challenges in 2022.
During this podcast, the authors debate how the books are similar in parts but overall vastly different and what is the major take home value for their readers.
Show Notes:
1) Phil Shelper
2) Loyalty Reward & Co
3) Loyalty Programs: The Complete Guide (2nd Edition)
4) Blind Loyalty – 101 Loyalty Concepts Simplified
Today’s episode of LTL which is a masterclass in co-brand cards, the single biggest driver of profits for so many loyalty programs.
Nik Laming is an independent consultant and strategic advisor who has spent his whole career dedicated to loyalty programs, including roles as the former head of AIMIA and Carlson Marketing in Asia, as well as the former head of loyalty for Cebu Pacific airline in the Philippines.
Nik is now based between Singapore and the Philippines, where his new business Loyalty ConnectOS enables loyalty, digital and data businesses to access resources offshore to extend their teams for data analytics, operations and marketing execution.
Listen today to enjoy my conversation with Nik Laming, all about creating successful co-brand partnerships that deliver value for programme owners, programme members and of course their banking partners!
Show Notes:
1) Nik Laming
2) Loyalty ConnectOS
3) #417: Viva Aerobus Launches Compelling Loyalty Concept in Mexico
Today’s episode is available in audio format as "Let's Talk Loyalty" and on video as "Loyalty TV".
This interview features the latest news about one of the most exciting loyalty programs in Asia, based in Hong Kong.
yuu Rewards was launched by DFI Retail Group in 2020, and now serves almost 5 million members.
The group is a leading pan-Asian retailer that covers food, health and beauty, home furnishings, restaurants and other retail businesses, with interests in 13 countries and territories, operating over 10,500 outlets, and employing more than 216,000 team members.
yuu Rewards allows members to earn points at over 2,500 outlets such as 7-Eleven, IKEA, KFC and Pizza Hut.
Our guest today is Anushree Khosla, yuu Rewards Director.
Anushree shares all of the latest propositions including the launch of yuu Stamps and their gamification and mission-based propositions.
Listen to enjoy my conversation with Anushree Khosla.
Show Notes :
1) yuu Rewards
2) DFI Retail Group
3) Anushree Khosla
4) Watch this episode at www.Loyalty.TV.
This episode of Let's Talk Loyalty features our latest announcement and breaking news for 2024, introducing our new guest host, Carly Neubauer.
Carly is based in Melbourne Australia, where she is a hugely popular loyalty industry personality, thanks to an incredibly impressive career, including agency, brand and loyalty community roles, which you’ll hear her explain in our conversation today.
Carly is also a compère and committee member for the Australian Loyalty Association, as well as the Co-Founder & Director of Elevate Loyalty & Pay2Elevate.
Today, we are thrilled to announce that, starting next month in February 2024,Carly will be hosting a monthly episode of Let's Talk Loyalty, bringing her expertise and more leading loyalty industry personalities from the Australian market to you.
Please join us in meeting Carly and wishing a warm welcome as shejoins our growing team!
Show Notes:
1) Carly Neubauer
2) Australian Loyalty Association
3) Elevate Loyalty
4) Pay2Elevate
5) Zero Co
6) who gives a crap
7) IMA MEAPAC
8) Eat Up
9) Direct Episode Link:
https://letstalkloyalty.com/479-breaking-news-announcing-our-latest-guest-host-carly-neubauer/
Welcome to 2024!
As our first episode of the year, we are thrilled to be kicking things off with some really exciting changes which are being announced in today's episode!
Our episode today is hosted by Paula Thomas and joined for the first time by another LTL team member, Pooja Venugopal who is our Guest and Content Manager, who works tirelessly behind the scenes to make our show a success.
In this episode, we also extend our thanks to all of our ongoing show sponsors who have already worked with us in 2023 and have confirmed their plans to do even more with us in 2024, so to Marigold, Comarch, Epsilon, Points by Plusgrade, Phaedon, Collinson Group, Value Dynamx, and Mastercard. I’m incredibly proud to be working with all of you and thank you for your support!
I really hope you enjoy our first episode of 2024 and we look forward to sharing even more incredible loyalty content with you in the year ahead!
Show Notes
1) Let's Talk Loyalty
2) Marigold
3) Comarch
4) Epsilon
5) Points by Plusgrade
6) Phaedon
7) Collinson Group
8) Value Dynamx
9) Mastercard
10) Paula Thomas
11) Pooja Venugopal
12) McDonald's Interview
This is our final episode of Let's Talk Loyalty and Loyalty TV for 2023.
Imitation is the sincerest form of flattery, so we are delighted today to be joined by another loyalty podcaster, who told us that he was inspired by Let's Talk Loyalty and wanted to create something similar, but in Arabic.
Loyalty Bl Arabi is a podcast about our industry in the GCC (Gulf Co-operation Council) and MENA (Middle East and North Africa) regions.
Our guest, Nizar Al Qabbani is a Certified Loyalty Marketing Professional, and an actuarial graduate, so naturally he’s fascinated with data – in particular, creating value from unused data, a situation he sees occurring too frequently.
Today Nizar shares his loyalty background and insights, and also some of the trends he is seeing in loyalty in the Arab world.
Listen to enjoy our conversation with Nizar Al Qabbani, co-Founder and podcast host of Loyalty Bil Arabi.
Show Notes
1)Loyalty Bl Arabi
2) Nizar Al Qabbani
3) Qitaf Rewards
4) Umniah
5) Watch this episode at www.Loyalty.TV.
Today’s episode features an interview with a global brand for the first time ever based in Egypt.
ExxonMobil Egypt is a well-known company in both consumer & industrial supply of finished lubes in markets around the world, and we are delighted to be joined today by their loyalty program manager in Egypt, Sherif Fahmy.
As you will hear Sherif explain, ExxonMobil Egypt was the first ever loyalty program launched by a downstream company in Egypt, so as you can imagine, we were excited to hear how they approached this project, and what proposition they chose to launch to take full advantage of this market opportunity.
Sherif shares some of their challenges and achievements in their journey so far, so I hope you enjoy this conversation with Sherif Fahmy, from ExxonMobil in Egypt.
Sherif shares some of their challenges and achievements in their journey so far, so I hope you enjoy this conversation with Sherif Fahmy, from ExxonMobil in Egypt.
Show Notes:
1) ExxonMobil
2) Sherif Fahmy
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Amanda was joined by Pieter Twine the General Manager of the “MySchool MyVillage MyPlanet” loyalty programme, based in South Africa.
This is an internationally recognised loyalty programme with multiple awards at the International Loyalty Awards & in the South African Loyalty Awards.
Show Notes:
1) Pieter Twine
2) MySchool MyVillage MyPlanet
3) #272: Award Winning "MySchool MyVillage MyPlanet" Connects Transactional and Emotional Loyalty.
4) International Loyalty Awards
5) South African Loyalty Awards
Hello and welcome to today’s episode of LTL and Loyalty TV.
My guest today really opened my eyes to the massive loyalty market in Russia, including the breadth of programs there, in what sounds to be quite a sophisticated market.
Vlad Treves and his team have built over sixty programs in Russia, Europe, The Ukraine and Indonesia across retail, hospitality, banking as well as coalition programmes in many of these markets.
Now they run an international community of marketers offering loyalty and CX events, research and training courses, as well as the Russian Loyalty Awards.
In this episode, Vlad shares insights from his loyalty career, and announces the details of the Loyalty and CX Conference and Global Loyalty Awards event that his team are running for the first time in Dubai in January 2024.
We hope you enjoy listening to these loyalty marketing insights from Russia.
Show Notes:
1) Vlad Treves
2) Spectrum350
3) The Global Loyalty & CX Awards
4) LOYALTY & CX GULF'24
5) LTL #254: Loyalty Innovation in the Railway Industry
6) Russian Loyalty Awards
7) Watch this episode on Loyalty.TV
Today’s episode shares the story of a re-launched B2B loyalty program that has been supporting important relationships and growth in the dermatology market in the US.
Galderma recently reported a record 2 Billion USD in net sales for the first six-months of 2023, as it continues to grow its market share in this high growth sector.
Joining us to share how both the mindset and mechanics of the loyalty marketing industry are supporting such incredible growth is Meghan Jordan, Senior Director, Loyaltyand Customer Retention at Galderma.
Please enjoy this conversation, all about this B2B loyalty program, dedicated to supporting Doctors and dermatology professionals to grow their businesses in the aesthetic market.
Show Notes:
1) Galderma
2) Meghan Jordan
In this weeks episode of Let’s talk “a little” loyalty Tom Peace reviews the original podcast where Paula Thomas was joined by Lenny Moon, CEO of Flycoin, an innovative crypto-based rewards option that’s focused on loyalty programmes in the travel and hospitality sector.
Flycoin is a digital currency which can be used to reward members with an asset they control – so whether you’re a crypto fan, a crypto sceptic – or just trying to understand the potential for crypto-currencies in loyalty, you will enjoy today’s conversation.
Show Notes:
1) Flycoin
2) Lenny Moon
3) #270: Crypto-Based Rewards - Insights and Inspiration for Travel and Hospitality
This episode is also available in video format on www.Loyalty.TV as well as in audio format.
Today we are back in Asia, this time in Vietnam to learn all about Lotusmiles, the loyalty programme for Vietnam Airlines.
Vietnam Airlines is part of the SkyTeam Alliance and our guest today is Thi Thu Hien Tran, Deputy Director of Lotusmiles, based in Hanoi in Vietnam.
Hien shares the journey for Lotusmiles from its original launch in 1999 through to today and their latest achievements in loyalty.
Show Notes:
1) Thi Thu Hien Tran
2) Lotusmiles
3) Vietnam Airlines
4) Watch this episode at www.Loyalty.TV.
This episode focuses on Caffè Nero's loyalty programme, featuring insights from James Flett, the Marketing Director for Caffè Nero.
James has worked for more than 10 years on some of the UK’s largest and most loved loyalty programmes and has a wealth of experience about what motivates customer behaviour and change.
He heads up the UK Marketing team at Caffè Nero where he has many customer-centred responsibilities including Nero’s famous ‘little blue loyalty stamp card’. In 2017 he launched the Caffè Nero app – the paper card’s digital sister – that’s now used by more than 3 million people globally.
Prior to Caffe Nero he worked at the iconic music retailer, HMV, building Curzon cinemas on top of shops, inserting experiential retail in music festivals, and partnering with Apple to launch their products in-store.
Today we will be learning about James’ favourite loyalty programmes, what the loyalty landscape looks like in the coffee sector and about the Caffe Nero loyalty programme!
Hosted by Charlie Hills.
Show Notes :
1) James Flett
2) Caffè Nero
3) European Loyalty Whitepaper
4) Mando Connect
5) YouGov
In this weeks episode of Let’s talk “a little” loyalty, Tom Peace reviews the original podcast where Paula was joined by Karlijn Van Den Berg, HEMA’s Loyalty & CRM Manager, based in the Netherlands, who shares her insights on how to drive customer loyalty the old-fashioned way.
With an incredible heritage of almost 100 years, HEMA’s approach to business showcases some of the key principles that drive customer loyalty – values like simplicity, consistency, and fairness.
Show Notes :-
1) Karlijn Van Den Berg
2) HEMA’s
3) #269: HEMA's Heritage and Values Drive Customer Loyalty
Today’s episode is available both in audio format, as Let's Talk Loyalty and also in video format on www.Loyalty.TV.
This episode is perfect for those of you who love to spend time outdoors, and no doubt, you will also love this iconic omnichannel brand – The North Face.
The North Face® describes itself as “the premier exploration company in the world” with a long history enabling exploration, protecting wild places, and creating technically advanced products to enjoy the outdoors.
As you can imagine, both the mindset and the mechanics of loyalty marketing play a huge role for The North Face, so I am delighted to be joined for this episode by Vanessa Christie (former Director of Loyalty for the Americas) as well as Erica Hood, Director of Global Membership and Services.
Please listen and enjoy this conversation and insights from The North Face.
Show Notes :-
1) The North Face®
2) Vanessa Christie - Former Director of Loyalty for the Americas
3) Erica Hood
4) www.Loyalty.TV.
Dean Kowarski, Global CEO of Virgin Active, shares incredible insights in today’s Let’s Talk Loyalty show.
This podcast is a real masterclass in loyalty. Dean talks about single view of customer/member, retention, customer lifetime value, emotional loyalty, real-time view of member data and personalisation.
Dean’s leadership is driving a quest to ‘improve people’s lives through wellness’; wellness created from the merger of a fitness brand (Virgin Active) and a nutrition brand (Kauai).
Virgin Active has launched its Rewards programme, firstly in South Africa in 2023; its roll out plans are UK and Italy in 2024 and APAC for 2025.
Hosted by Amanda Cromhout
Show Notes :-
1) Dean Kowarski
2) Virgin Active
3) Virgin Active Rewards
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Matt Goldberg from Floor and Décor
Matt and Paula discuss the insights behind the Pro Premier Rewards program and Tom summarises key points of the loyalty strategy, designed to deliver powerful benefits to their community of flooring professionals nationwide,
This is a B2B program with a vision of continually growing share of wallet with their business customers. Listen to enjoy a masterclass in the pillars needed to drive emotional loyalty in the intensely competitive retail sector for home improvements.
Show Notes :-
1) Matt Goldberg
2) Floor and Décor
3) Pro Premier Rewards
4) #267: Floor & Decor Shares the "Pro Premier Rewards" Program
This episode is also available in video format on www.Loyalty TV.
Today's episode is the first time we are featuring an automotive brand as our guest, and we are delighted it’s such an iconic brand.
The Ford Motor Company has recently celebrated 120 years in business, and is truly a pioneer of modern transportation.
Their approach to loyalty is super exciting, so we were thrilled recently to meet Beth Leverton at the Comarch User Group conference in Poland.
Beth is the Director of Rewards, Loyalty and CX for the Ford Motor Group, and she joins us on the show today to share both the benefits and challenges of driving loyalty for such a huge organization that sells cars in over 126 countries globally!
Listen / watch to enjoy this conversation with Beth Leverton from the Ford Motor company.
Show Notes :-
1) The Ford Motor Company
2) Beth Leverton
3) www.Loyalty TV
Today’s episode features our friends in ValueDynamx, a platform designed to make loyalty programs more relevant to customers by offering curated offers and rewards.
James Berry is their Managing Director, Commercial, and he joins me today to sharewhy airlines like Jetblue, Etihad Airways and Emirates, as well as retail-led programs like Nectar in the UK are increasingly excited about broadening their propositions and their rewards portfolios with the Valuedynamx platform.
James also shares some nuances and insights on how members engage with loyalty programs in different markets and across different demographics.
This episode is sponsored by Valuedynamx.
Show Notes :
1) ValueDynamx
2) James Berry
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Lisa Erickson, formally Sr. Director of CRM and Loyalty at Sleep Number, a bed and bedding company that operates over 650 stores in 50 states in North America.
The Inner Circle Rewards program is an award-winning loyalty program for people who value an exceptional night’s sleep! Tom shares the key discussions points from the original podcast where Lisa shares her vision of leveraging loyalty to create an army of advocates, using gamification, social sharing, digital and traditional channels to connect with her members.
Hosted by Tom Peace.
Show Notes :-
1) Sleep Number
2) Lisa Erickson
3) Inner Circle Rewards
4) #266: "Sleep Number" Leverages Loyalty to Drive Advocacy
Today’s episode is available as audio as well as video on Loyalty TV.
This episode features loyalty in the telecommunications sector.
Our guest, Jerome G Patalud joins us from the Philippines where he is the Director and Product Owner for Globe Rewards, the loyalty proposition from Globe Telecom, Inc, a major provider of telecommunications services there, where it operates the largest mobile network in the Philippines with almost 55 million subscribers.
The Globe Group closed the first nine months of 2023 with an all-time high in consolidated revenues fueled by strong contributions from its mobile, corporate data, and non-telco services as Globe transitions from a telco to a techco.
Listen to learn all about Globe Rewards and its role driving the Globe Group business.
Show Notes:
1) Jerome G Patalud
2) Globe Group
3) Globe Rewards
4) Watch the full video interview at LoyaltyTV
This episode focuses on the loyalty market in Greece and the OPAP loyalty programmes, featuring expert insights from Spyros Doukas.
Spyros leads the Retail Loyalty and CRM programs for OPAP. He has designed and launched several loyalty programs in Greek market in the Telecoms and Entertainment industries. Having a customer focused mentality, the programmes attracted millions of members, significantly increasing the loyalty of customers.
Spyros is a key contributor to the extended “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets.
Listen to learn about the loyalty landscape in Greece – what membership, appeal and impact look like in this market – and to learn about the OPAP loyalty programmes.
Hosted by Charlie Hills.
Show Notes :
1) Spyros Doukas
2) European Loyalty Whitepaper
3) Mando-Connect
4) YouGov
5) OPAP
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Simon Rowles Managing Director of Beyonde, who discussed the latest customer strategy and inspiring loyalty propositions in the marketplace.
“Beyonde” is a customer experience consulting firm based in Sydney Australia, with a single-minded focus on identifying, evaluating, and implementing the best global solutions to create compelling loyalty concepts.
Tom summarises Simon’s discussion on how data is no longer “the new oil” but actually even more powerful now that it is becoming increasingly shareable. Simon also showcases some incredible statistics to drive customer or employee loyalty using the fractional ownership, as well as increasingly important option to allow loyalty members to aggregate their rewards across programmes.
Hosted by Tom Peace
Show Notes :
1) Simon Rowles
2) Beyonde
3) #263: Sharing Data, Sharing Ownership & Renting Fashion - New Models Driving Loyalty
Today’s episode is available in both audio and also video format on www.Loyalty TV.
United is now the largest airline in the world as measured by available seat miles, and its marketing is led by the inspirational tagline “Good Leads the Way”.
According to its latest quarterly earnings report at the time of recording, United achieved its highest month for new members of the MileagePlus® program, with approximately 800,000 enrolling in that month alone.
Joining us today to share how they achieved some of their superb results is Luc Bondar, COO and President, MileagePlus.
This interview was recorded on 25 August 2023.
Show Notes:
1) United
2) MileagePlus® program
3) Luc Bondar - COO & President MileagePlus
4) Watch the full video interview at LoyaltyTV
This interview with two senior executives at IAG Loyalty is a must listen for all loyalty professionals.
Rob McDonald, Chief Commercial Officer, and Silvia Espinosa, Chief Customer Officer share deep insights about the IAG Loyalty business.
It operates with 40 million members and incredibly, 3000 Avios are collected every second, whilst 2000 Avios are used per second!
Interestingly, 60% of Avios are collected outside of flying.
Rob and Silvia talk through IAGL’s partner approach with recent successes.
We also hear about innovations such as Avios-only flights, gamification engagement through Avios booster and IAGL’s wine flyer.
Hosted by Amanda Cromhout
Show Notes:
1) Rob McDonald
2) Silvia Espinosa
3) IAG Loyalty
4) IAG Loyalty LinkedIn Page
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Dave Canty from Bilt Rewards, who discusses the innovative program and its mission to support landlords, tenants, and partners who all benefit by making renting more rewarding.
Bilt Rewards is an innovative US-based loyalty program that was created in 2021 to make rent more rewarding! The program is has already transformed the home rental industry, by tracking, rewarding, and reporting on-time rent payments by tenants, in a way that creates an exciting path to home ownership and offers members ways to earn cheaper travel and plan the trip of their dreams!
Hosted by Tom Peace
Show Notes:
1) Dave Canty
2) Bilt Rewards
3) #261: Building Bilt Rewards from Strength to Strength
This episode is also available in video format on www.Loyalty TV.
Today's episode features a loyal listener and friend of the show, Mike Templeton, Head of Digital at Casey’s.
Casey's is an award-winning convenience retail chain in the US, which has grown from its small-town origins in Iowa, to now operate the third largest convenience retail business and the 5th largest pizza chain in the country, with over 2,500 stores nationwide.
Mike shares the role of digital for Casey’s and some of the key principles for its success, as well as the latest important changes to the overall loyalty proposition for the seven million members of Casey’s Rewards.
He also shares how he thinks about evolving the program, given the endless opportunities and possibilities that exist to continually develop it in ways that can add complexity when most consumers really crave simplicity.
Listen to enjoy our conversation with Mike Templeton from Casey’s.
Show Notes:
1) Mike Templeton
2) Casey's
3) Casey’s Rewards
4) Casey's Investor Deck
5) www.Loyalty TV
Today we showcase another award-winning loyalty program – this time in Europe.
Kik Textiles is a huge European retail chain, employing more than 26,000 people and operating more than 4,000 stores across fourteen countries.
Our guest is Sebastian Hense, Head of Marketing and CRM for Kik, who shares his story of creating a loyalty proposition that’s laser focused on understanding and relating to its customers and their unique needs.
Sebastian explains some of their key pillars of success and how they achieved the task of launching a program that’s low cost and efficient, as well as simple and scalable, which won the “Best Loyalty Launch” award at the 2023 International Loyalty Awards in London.
Please do enjoy my conversation with Sebastian Hense from Kik Rewards.
Show Notes:
1) Sebastian Hense
2) Kik Textiles
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Stuart Evans, a Web 3.0 strategy advisor with a passion for understanding these emerging technologies.
Much has been made of Web 3.0, Crypto, NFTs and the metaverse as innovations for the loyalty industry and in this summary show Tom reviews the key points that potentially make these solutions an innovation for your program.
Hosted by Tom Peace
Show Notes:
1) Stuart Evans
2) #258: Web 3.0, Crypto-currencies, Metaverse and NFT's - Loyalty Insights
This episode of "Let's Talk Loyalty" is also available in video format on www.Loyalty.TV
Loyalty Methods is the platform powering some iconic loyalty programs such as 7-Rewards, MGM Resorts and Western Union, and they have developed a unique approach to implementing mission-critical programs for huge programs like these.
Joining me today to share these insights, as well as their background, methodology and some key success stories is Emil Sarkissian, CEO of Loyalty Methods.
Emil share some fascinating insights on their methodology and approach to de-risking a loyalty program that has decided to replace its underlying platform, as well as the way they think about their product roadmap.
This episode is sponsored by Loyalty Methods.
Show Notes:
1) Emil Sarkissian
2) Loyalty Methods
3) Loyalty TV
Creating customer loyalty is both an art and a science, and the best brands invest in expert advice as well as the best technology.
In today's interview, we'll explore how to optimise these key success factors, what works, and why!
Simon Jeffs is the Principal Marketing Strategist at Marigold, and today he shares the seven underlying principles of any loyalty programme, as well as some inspiration from global brands, which together can shape compelling propositions that truly harness a brands unique capabilities.
Simon's expertise will help you ensure your strategic foundations are based on sound loyalty principles that are compelling to customers and commercial stakeholders in equal measure.
This episode is sponsored by Marigold.
Show Notes:
1) Simon Jeffs
2) Marigold
Today, “Let’s Talk Loyalty” meets airline industry thought-leader Mark Ross-Smith, CEO at Loyalty Status Co. Listen in to hear Tom summarise Mark’s key insights on global airline loyalty programmes.
Tom’s highlights include airline programs role, positioning, and potential for greater profits. It’s a fascinating discussion about innovative ideas to drive customer loyalty and how brands can learn from other industries such as the gaming.
Hosted by Tom Peace
Show Notes:
1) Mark Ross Smith
2) Loyalty Status Co
3) #257: Airline Loyalty Programs - their Role, Positioning and Potential for Even Greater Profits
This episode of "Let's Talk Loyalty" is also available in video format on www.Loyalty TV.
Today's guest joins from a unique and inspirational brand which is guided by four pillars and values that guide everything that they do.
REI, or Recreational Equipment Incorporated, is a U.S. based cooperative, which means it's essentially owned and operated by its 24 million members.
At Recreational Equipment, Inc. (REI) they believe that a life lived outdoors is a life well-lived. They see their purpose as awakening a love of the outdoors, and offer top-quality gear, expert advice, as well as the opportunity to create inspiring stories of life outside, for their members to share with their friends and families.
Our guest is Clay Walton House, the Divisional Vice President of Membership for REI, who explains the incredible meaning this brings to the whole business, along with a whole new level of meaning to the word loyalty.
Please listen or watch on Loyalty TV to enjoy my conversation with Clay Walton House from REI.
Show Notes:
1) Clay Walton House
2) Recreational Equipment Incorporated (REI)
3) REI Co-op Channel
4) Loyalty TV
Today’s episode is all about Phaedon - a name you might not have yet heard, but it’s one that you’re going to be hearing a lot in the future for sure!
Phaedon is the new name for the commercial marketing division of ICF Next, which famously runs some of the world’s largest loyalty programs, particularly in travel and hospitality.
Their commercial marketing division was recently acquired by private equity firm Cohere Capital which includes the entire team of loyalty experts, their loyalty technology platform Tally, and of course their incredible client portfolio to now operate under this brand-new name.
Joining me on this episode to share the whole story of this exciting industry development are Tom Madden, Executive Vice President and Managing Partner and Denise Holt, Senior Vice President, Head of Strategy, Experience, Research and Insights.
Together, Tom and Denise share the rich history of Phaedon and their plans for the future as they begin this exciting new phase of the business.
This episode is sponsored by Phaedon.
Show Notes:
1) Phaedon
2) Cohere Capital
3) Tom Madden
4) Denise Holt
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Javier Marin Martinon, Chief Commercial, Loyalty, and Customer Officer, who shares what Renfe, Spains leading railway company, have implemented for members of its loyalty program.
Railway travel may appear to be a strange environment for loyalty, but Javier explains how loyalty must be seen in terms of the journey, with the competition against plane and car travel, rather than with the destination.
Listen in for tips on how to engage the customer and create loyalty in a difficult sector, where the choices are limited by supply and the benefits are intangible.
Hosted by Tom Peace.
Show Notes:
1) Javier Marin Martinon
2) Renfe
3) #254: Loyalty Innovation in the Railway Industry
This episode is also available in video format on www.Loyalty TV.
Sarah Richardson is the Founder and Advisory Board Chair of the Australian Loyalty Association, and a great partner and friend of the show. She is also an experienced loyalty practitioner and consultant, as Founder and Director of Sciensa Loyalty, a loyalty consulting firm based in Melbourne.
Today, we're discussing the launch of the inaugural Asia Pacific Loyalty Awards to celebrate excellence, innovation and best practice in the thriving loyalty industry active in the region, which will be judged by a panel of local loyalty experts.
Listen and watch to hear all the insights and updates on these and other Australian Loyalty Association events, which are incredibly well respected and well attended, perfect for anyone interested in loyalty in the Asia Pacific region.
Show Notes:
1) Sarah Richardson
2) Australian Loyalty Association
3) How Loyalty Programs Are Saving Airlines
4) Asia Pacific Loyalty Awards
5) Watch the full video interview on Loyalty TV
This episode focuses on the loyalty market in Ireland, featuring expert insights from Leanne Papaioannou.
Leanne is the Founder and CEO of Chilli Pepper. She has extensive loyalty experience and is deeply passionate about every aspect of a business that impacts customer loyalty and drives better commercial outcomes for her clients.
She is an internationally renowned customer loyalty professional who has helped countless forward-thinking companies achieve new heights by adopting her customer-centric B2C & B2B loyalty strategies.
Her strengths lie in innovative strategic thinking, exceptional leadership skills, and an ability to work with company boards to deliver commercially successful, award-winning, loyalty strategies.
She is a new contributor to the extended European Loyalty White Paper created by Mando Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets.
Listen to learn some key loyalty insights and about loyalty innovation in Ireland.
Hosted by Charlie Hills.
Show Notes :
1) Leanne Papaioannou
2) European Loyalty Whitepaper
3) Mando Connect
4) YouGov
5) Chilli Pepper
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Cliona Mooney, Group Data Analytics & Insights Director for The Irish Times.
The publishing industry has been through extremely challenging times over the last decade or so. Trusted brands like the Irish Times have had to innovate to stay relevant for customers.
Cliona shares the initiatives that have proved popular and helped The Irish Times continue to grow and retain their subscribers.
Hosted by Tom Peace
Show Notes:
1) Cliona Mooney
2) The Irish Times
3) #252: The Irish Times, an Iconic Irish Brand, Wins Customer Loyalty through Innovation
This episode is also available in video format on www.Loyalty TV.
Today's episode features Circle K, one of the world’s leading convenience and fuel retail businesses which operates more than 14,200 stores in 26 countries worldwide.
Circle K recently launched a hugely exciting concept, leveraging the power of gamification, partnerships and cutting-edge technology, to launch a global concept which is laser focused on achieving the brand’s single biggest key commercial objective - to drive both loyal and new customers in store.
In addition to that innovation, Circle K Norway recently won one of the convenience industry’s most prestigious awards, when they were awarded the 2023 NACS European Technology of the Year Award.
Circle K also has many of its senior marketing people – including today’s guest – in my home city of Dublin, so please enjoy this fascinating conversation with MJ Tierney, Head of European Marketing at Circle K.
Show Notes:
1) Circle K
2) MJ Tierney
3) 2023 NACS European Technology of the Year Award.
4) Circle K pilots new Rewarded AR ads in Pokémon Go
5) Watch the full video interview onLoyalty TV
The 2023 South African Loyalty Awards, designed specifically to celebrate loyalty brilliance and innovation, announced the winning loyalty brands on Thursday 14 September at the Truth Leaders in Loyalty Summit, in Cape Town.
This was the fifth year of operation of the South African Loyalty Awards. The Let’s Talk Loyalty Show interviews two of the judges who had the challenging job of judging the high calibre entries across 18 different competitive categories.
There are 12 judges in total and Amanda spoke with Nic Bednall, one of the founding judges of the awards and Kaveer Maharaj who is an experienced South African loyalty professional, now based in Dubai.
Nic and Kaveer share their insights into which brands won and why and in particular share critical KPI performance which showcases why this market is leading the way in global loyalty benchmarks.
Show Notes:
1) Nic Bednall
2) Kaveer Maharaj
3) MoyaApp
4) South African Loyalty Awards
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Fiona McFaul, the Vice President of Marketing and Loyalty for the Sandman Group
RSVP Rewards is one of Canada’s best kept secrets! Listen in to hear how Sandman Hotels completed a dramatic digital transformation of their loyalty program
Sandman Hotels is part of the Northland Properties group, a family business that operates an impressive portfolio of businesses including restaurants, resorts, sports teams and hotels!
Show Notes:
1) Fiona McFaul
2) Sandman Group
3) RSVP Rewards
4) #251: Digital Transformation with RSVP Rewards from the Sandman Hotel Group
Welcome to this episode of Let’s Talk Loyalty where we are announcing and officially launching “Loyalty TV”.
Loyalty TV is a completely new format and our first major change since we launched this podcast dedicated to loyalty marketing professionals in 2019.
We are bringing a selection of our best interviews to a professional TV studio here in Dubai, so you can watch them on this incredible new channel.
Please do enjoy our new shows on our website which is very simply available on www.Loyalty.tv.
Show Notes:
1) Loyalty TV
2) #411: McDonald's Rewards - Global Loyalty Insights - Audio
3) Watch the full video interview on Loyalty TV
Today’s episode features one of the most exciting new uses of loyalty marketing that I’ve come across.
Mistplay is a leading loyalty app for mobile gamers, where users can discover new games and earn as they play. As their platform has grown, they’ve integrated many of the learnings from top loyalty programs in other industries, and then experimented with them to find ways to serve the needs of their community of gamers worldwide.
With over 2 million people already active and playing games through the platform each month, Mistplay is focused on leveraging the best loyalty insights and levers from around the world in order to build both trust and engagement in a way that very few platforms can offer.
My guest is Nicholas Kerr, VP of Loyalty and Lifecycle at Mistplay who shares some of the early successes they’ve achieved by optimizing their onboarding and lifecycle processes, using a gamified system that gamers know and love.
Listen to learn all about Mistplay and please do enjoy our conversation.
Show Notes:
1) Nicholas Kerr
2) Mistplay
3) Mistplay blogs
4) LTL Podcast: #187: Microsoft Rewards - Insights and Ideas
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Antonio Ricciardi, SVP Consumer Intelligence & Engagement at Etisalat by e&, who’s responsible for leading their Smiles Program.
Tom highlights Antonio’s key learnings from his journey to evolve from simple loyalty concepts to become a compelling consumer marketplace achieving even greater customer engagement and loyalty.
e& have a long history of constant evolution and innovation, which includes developing propositions focused on driving customer loyalty.
Show Notes:
1) Antonio Ricciardi
2) e&
3) Smiles Program
4) #249: UAE Telecoms Giant "Etisalat" Leverages Customer Loyalty for Growth
Today's episode of Let's Talk Loyalty and Loyalty TV features one of our favorite and most frequent guests on the show, Amanda Cromhout.
Amanda is the Founder and CEO of Truth, a loyalty consultancy firm based in South Africa, and she is also well-known to you all, as a host of an episode every month of Let's Talk Loyalty. Most importantly this year, in 2023, Amanda was recognized globally and voted the International Loyalty Personality of the Year.
Today, Amanda joins us on the show to share the launch of her book called "Blind Loyalty – 101 Loyalty Concepts SIMPLIFIED", a book which has profound personal meaning for Amanda as she will explain.
I believe it's a book that will become a bible for loyalty marketing professionals around the world as we increasingly strive for knowledge and global excellence, and we are thrilled that so many insights from "Let's Talk Loyalty" are mentioned throughout the book.
Amanda’s team in Truth has painstakingly listened to every guest’s answer to our opening question about what is their favourite loyalty program, and her book holds the definite list of answers from our guests over the last 18 months and which programs were answered most often! So, whether you want to simply learn about loyalty in a way that’s truly simplified, or you want to support the Blind Loyalty Trust, or if you’re just curious about whether your program made the list of the industry’s favorites, you are sure to love this show!
Listen to enjoy our conversation with Amanda Cromhout from Truth!
Show Notes:
1) Amanda Cromhout
2) Truth
3) Blind Loyalty Trust
4) Blind Loyalty – 101 Loyalty Concepts SIMPLIFIED
5) Amanda Recognised as the International Loyalty Personality of the Year
6) Watch the full video interview on Loyalty TV
Today’s episode features insights from our friends in Valuedynamx as they celebrate their latest partnership with Expedia as part of their ongoing product development.
Valuedynamx is a fairly new brand in the loyalty travel industry, but it is part of the well-known Collinson Group.
Today’s conversation centers on how the Expedia Group has become an exciting addition to the Value Dynamx product, as loyalty programs around the world looks for new ways to differentiate their brands from their competitors using their loyalty program propositions.
Joining me to share some exciting travel trends and insights as well as the early results of their partnership in Alice Wynne, Commercial Product Manager at ValueDynamx as well as Carolina Cabero, VP of Commercial Partnerships for the Expedia Group based in Spain.
This episode is sponsored by Valuedynamx.
Show notes:
1) Alice Wynne
2) Carolina Cabero
3) Valuedynamx
4) Collinson Group
5) Expedia Group
6) EMEA Trends: The Power of Strategic Partnerships: Enhancing Loyalty Programs in 2023
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula talks to Lisa Routel, Verizon’s Marketing Strategy Lead to learn all about their loyalty program “Verizon Up” has won multiple loyalty awards
Verizon is one of the largest telecommunications companies in the United States and is of course a huge company with a huge customer base to retain in an extremely competitive industry.
Lisa shares the latest propositions she’s building to keep Verizon customers engaged as well as some insights from her earlier career in loyalty with leading brands like Jaguar.
Show Notes:
1) Lisa Routel
2) Verizon
3) Verizon Up
4) #248: Leading Loyalty for Telecoms Giant Verizon
Today’s guest is well known to everyone working in the travel loyalty industry globally.
Danielle Brown is the Chief Marketing Officer of Plusgrade - the global ancillary revenue leader in travel, as well as Points, a platform that specialises in loyalty currency retailing.
This conversation tells the extra-ordinary story that while global economic events over the years have had devastating effects on the travel industry, each of these crises somehow also created unique opportunities for innovation and evolution in travel loyalty programs, with the result that Plusgrade now delivers over a billion dollars in ancillary revenue for its partners every year.
Danielle shares some of their success stories and explains why currency retailing has become such a powerful driver of both short-term revenues, as well as measurable increases in longer-term loyalty from premium members of travel loyalty programs.
Listen to enjoy my conversation with Danielle Brown, from Points and Plusgrade.
This episode is sponsored by Plusgrade.
Show Notes:
1) Danielle Brown
2) Plusgrade
3) Points
4) Watch the full interview video at Loyalty TV
Today’s episode features two powerhouses of the travel loyalty sector who have joined forces in recent years.
Stephen Gilbert is the VP of Salesforce Loyalty working within the Collinson Group, with responsibility for creating the next generation of Loyalty Programs on the Salesforce Loyalty Ecosystem, and he joins us today along with Ram Machiraju, Vice President of Product Management at Salesforce, focused on loyaltyand referral marketing.
Stephen and Ram share insights from airline, hotel and rail clients in the context of growth in the travel eco-system and explain why Collinson and Salesforce have joined forces.
They also share and what they each believe are the key success factors for clients, with more and more consumers committed to spending their disposable income on travel and experiences.
Listen to hear their insights on extending the value of your loyalty program beyond the basic transactions, through smart partnerships and everyday earn and burn solutions, so you can engage with your members even when their purchases are infrequent.
This episode is sponsored by the Collinson Group.
Show Notes:
1) Stephen Gilbert
2) Collinson Group
3) Ram Machiraju
4) Salesforce
5) #362: Discovery Vitality: Behavioural Change Programme is resulting in Healthier Lifestyle through Generous Rewards
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Fernando Jimenez who talks about his fascinating role, designing a loyalty program for Tupperware products in Mexico.
Tupperware is truly a household name with consumers around the world, famous for its innovative food storage and preparation containers.
The brand has recently realised the power they can harness by investing in a professional loyalty strategy to connect with its consultants, retail partners and of course consumers.
Listen to learn from his impressive loyalty background in the airline sector and his approach to this new project.
Show Notes:
1) Fernando Jimenez
2) Tupperware
3) Tupperware Brand México
4) #245: Tupperware Leveraging Loyalty in Mexico
Today’s podcast features an amazing country and an amazing airline-led loyalty program that is not even one year old!
SkyJoy is the program name for a coalition program created in late 2022 by Sovico Group based in Vietnam, leveraging some of their key businesses including VietJet, their low-cost airline, and HD Bank.
Paula Thomas is joined for this conversation by Sereen Teoh, the former CEO of SkyJoy, to share both the successes and some of the challenges in creating such a huge coalition program across hundreds of partners, and in such a short space of time.
Sereen is also a speaker at the Loyalty and Awards conference taking place in Brazil in October, so listen to get an exciting insight on what they have already achieved and what you can expect from her presentation at the event!
Show Notes:
1) Sereen Teoh
2) SkyJoy
3) Sovico Group
4) Loyalty and Awards conference
5) VietJet
This episode focuses on the loyalty market in The Netherlands, featuring expert insights from Emre Polatkan.
Emre is a versatile professional skilled in CRM, loyalty, growth marketing, and experience design. With industry experience and expertise, Emre excels in building customer relationships, creating loyalty programs, driving business growth, and crafting engaging experiences. Their diverse background enables them to make a significant impact across industries
Emre joins us today from Emakina, an EPAM company, where they are the Head of CRM and Loyalty. They are taking the place today of Léon Huyben, who was a key contributor and provided the expert commentary on The Netherlands in the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets.
Listen to learn about the loyalty landscape in The Netherlands – what membership, appeal and impact look like in this market – and which are the programmes and key innovations to be inspired by.
Hosted by Charlie Hills.
Show Notes :
1) Emre Polatkan
2) European Loyalty Whitepaper
3) Mando-Connect
4) YouGov
5) Emakina
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Isobel Finlayson, Sustainability Lead for Mando Connect.
Paula and Isobel share their ideas, insights, research and suggestions on practical ways that loyalty marketers can help. Sustainability is both an urgent and an important focus for businesses, and one that loyalty marketers can play an important role in supporting.
Tom summarises some of the examples of global best practice in sustainability discussed in the original podcast where Isobel discusses eight specific tactics you can consider implementing to leverage the power of your loyalty program to address this critical concern for both consumer and companies alike.
Show Notes :-
1) Isobel Finlayson
2) Mando Connect.
3) Mando Connect’s Million Tree Pledge
4) #243: How Can Loyalty Marketers Support Sustainability Goals?
Today’s episode is all about the exciting possibilities for the next generation of loyalty programmes using Web 3.0 technologies.
Our guest is Connor Kelley, who was inspired by the success of the world’s leading online games such as Roblox, and has used the principles to create Flaunt Loyalty, a dedicated loyalty platform that harnesses the unique capabilities available from the third generation of the internet!
Listen to hear Connor share what loyalty professionals can learn from the world of Web 3.0, which drives such engaged behavior and at such incredible scale!
Show Notes:
1) Connor Kelley
2) Flaunt Loyalty
As we know grocery retailing loyalty is fiercely competitive and long-standing in the loyalty industry.
This podcast unpeels the many layers to building a customer-centric organisation by Shoprite, Africa’s largest retailer, which prides itself on “feeding Africa for less”.z
We talked to Meredith Allan, who is Head of Rewards and Personalisation of Shoprite X, a division of The Shoprite Group. Its loyalty programme is Xtra Savings and has achieved an 80% sales coverage in a short period of time since launch approximately 4 years ago. The Xtra Savings programme is the first initiative in its multi-year digital transformation strategy building a customer-first organisation.
Show Notes:
1) Meredith Allan
2) Shoprite X
3) The Shoprite Group
4) Xtra Savings
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Mark Sage, Former Chief Operating Officer at Yuu Rewards in Hong Kong
Yuu Rewards is a leading loyalty program launched in Hong Kong in 2020 which prides itself on its innovative digital-first strategy. Created initially as a coalition programme, Yuu Rewards has proven to be a compelling proposition for the digitally-savvy consumers.
Mark explains how the programme has grown, offering compelling new services, and is now firmly established as a market-leading super-app with numerous new and exciting benefits to users. Paula and Mark also discuss the power of collectibles as a tool to build consumer loyalty and engagement both online and offline.
Show Notes :-
1) Mark Sage
2) YuuRewards
3) DFI Retail
3)#239: Hong Kong's Leading Loyalty & Lifestyle Platform - Yuu Rewards
Today’s episode features Velocity, the loyalty program from Virgin Australia.
As one of the world’s most famous challenger brands, Virgin enjoys a global portfolio of inspiring businesses that are dedicated to delighting customers around the world, and Virgin Australia's Velocity programme does exactly that!
Our guest is Nick Rohrlach, CEO of Velocity, who shares with us the dramatic transformation of both the airline and its loyalty business in recent years.
Customer loyalty is at the heart of their propositions, with a laser focus on proving to Australian customers that they will be rewarded for their loyalty super fast.
Nick shares their latest campaigns, which are earning Velocity a reputation for bringing back some fun, even at a time of intense economic pressure for consumers.
These campaigns are proving to be incredibly powerful tools that drive impressive levels of engagement for the programme, as well as earning welcome publicity for the airline itself – truly remarkable in such a mature and competitive market.
Listen to enjoy my conversation with Nick Rohrlach, CEO of Velocity from Virgin Australia.
Show Notes:
1) Nick Rohrlach
2) Velocity Frequent Flyer
3) Virgin Australia
Today’s episode features some industry personalities who have worked on loyalty propositions and marketing for some of the most famousloyalty firms and travel and hospitality brands in the world, particularly in the US market.
Guy Cierzan and Andrew Kelly have recently joined forces to offer a loyalty advisory service for brands called Hydrate Loyalty, and they join us today to share some of their insights on the latest trends in loyalty marketing, and the importance of obsessing about your customers, before expecting them to become obsessed with your brand.
Show Notes
1) Guy Cierzan
2) Andrew Kelly
3) Hydrate Loyalty
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast hosted by Paula Thomas, where she is joined by Erin Levzow, who shares her industry-leading insights and ideas from their “Del Yeah!” program which has already won prestigious awards – including B2C app of the year and the Gold Award for Loyalty Strategy.
Del Taco is the world’s second-largest Mexican fast-food restaurant chain, and its loyalty program is playing a vital role in its popularity and growth.
Learn how Del Taco has created such a compelling mobile app featuring Del Yeah! Rewards to truly attract and retain its customers.
Hosted by Tom Peace.
Show Notes :-
1) Del Taco
2)Del Yeah! Rewards
3) Erin Levzow - Former Vice President of Marketing Technology
3)#237: Del Yeah Rewards: Del Taco's Key Component for Business Growth
Today’s episode featuring an unusual category for us to have on the show but an incredibly interesting one.
AB InBev is a company that celebrates life, especially key highlights like parties, sports and entertainment, and it describes its mission as creating “a future with more cheers”.
The business brews and sells a diverse portfolio of over 500 beer brands includes global names like Budweiser®, Corona® and Stella Artois® which are sold both direct to consumer and of course to trade partners in nearly 50 countries worldwide.
Joining Let's Talk Loyalty today to share AB InBev's focus on innovation and loyalty in the Mexican market is Raul Sandoval, Head of Digital Products and Loyalty from AB InBev in Mexico.
Show Notes:
1) Raul Sandoval, Head of Digital Products and Loyalty from AB InBev in Mexico.
2) AB InBev
3) Murphys - When It Rains It Pours
This episode focuses on multi-award winning UK loyalty programme, VeryMe Rewards from Vodafone, featuring expert insights from Pete O’Donnell.
Pete is the Head of Loyalty for Vodafone in the United Kingdom. He is an experienced senior commercial manager with a proven track record across the telecommunications industry.
Pete is a key contributor to the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets.
Listen to learn what makes VeryMe Rewards from Vodafone an award-winning programme, what Pete’s favourite loyalty programmes are and what’s coming next!
Hosted by Charlie Hills.
Show Notes :
1) Peter O Donnell
2) Vodafone
3) VeryMe Rewards
4) European Loyalty Whitepaper
5) Mando-Connect
6) YouGov
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula is joined by Kelly N Cook, EVP, Chief Marketing and IT Officer for David’s Bridal.
David’s Bridal is a US-based retailer that specializes in wedding gowns, prom gowns and formal wear, and offers an extraordinary collection of beautiful outfits for all of life’s magical moments.
Operating over 300 store locations in various countries as well as online, in 2020, David’s Bridal stores created an industry first with the launch of their Diamond loyalty program, designed to leverage the buying power of the bride’s family and friends to help the happy couple earn a honeymoon of their dreams!
Hosted by Tom Peace.
Show Notes :-
1) David's Bridal
2) Kelly N Cook
3) #236: David’s Bridal - The World's First "Crowdsourced " Loyalty Program
Today’s episode celebrates our 4th birthday in Let’s Talk Loyalty, in partnership with our friends in The Wise Marketer Group, where we are together announcing an incredible competition.
My guest is Aaron Dauphinee, Chief Marketing and Business Development Officer with the Group, which includes The Wise Marketer.com website and The Loyalty Academy.
The Loyalty Academy was established in 2015 and offers global loyalty education. Since then, it has gone on to certify 739 loyalty marketing professionals in 46 countries.
In celebration of our fourth birthday and our partnership, The Loyalty Academy is offering FOUR lucky listeners a scholarship to their CLMP program online and become a certified loyalty marketing professional.
Each scholarship is worth up to $2,000.
Listen to hear all the details and then enter on www.LetsTalkLoyalty.com/competition.
I really hope you enjoy my conversation with Aaron Dauphinee from The Wise Marketer Group.
Show Notes:
1) Aaron Dauphinee, Chief Marketing, and Business Development Officer
2) The Wise Marketer Group
3) The Wise Marketer.com
4) Loyalty Academy
5) UK’s First Loyalty Academy CLMP™ Certification Workshop
6) 2023 Certification Workshop – Toronto, Canada
7) Join the competition now! www.LetsTalkLoyalty.com/competition
Today’s episode features insights on trust from Australia.
Mark James and Bonnie McCoy from Customology recently released their updated research on customer concerns around trust and brand communications in the Australian market.
As an essential pre-requisite to earning customer’s loyalty, Mark and Bonnie share their insights and advice to address what they are calling the “trust crisis”.
This issue is becoming even more critical to address as we become more digitally connected, but also more disillusioned with brands and their marketing.
Listen to learn from the latest research on trust with consumer insights from Australia.
Show Notes:
1) Mark James
2) Bonnie McCoy
3) Customology
4) The Unspoken Customer
Tom’s latest short summary show covers the original podcast hosted by Paula Thomas where she is joined by Nicole Auman, Director of Brand Marketing at Sheetz.
Sheetz Inc. is one of North America’s fastest-growing convenience store chains, already operating over 600 locations.
Tom summarises the key insights from the original podcast on how Sheetz recent major insights and achievements, including a new subscription service, insights on the compelling role that their app is playing as a direct digital connection to their customers and of course, their store teams who serve as ambassadors of the program with customers.
Hosted by Tom Peace.
Show Notes :-
1) Sheetz Inc
2) Nicole Auman
3) #234: Driving Loyalty in Convenience Retail with Sheetz USA
Today’s episode features the exciting story of the "Doters" loyalty program launched by Viva Aerobus in late 2022.
Pablo Sordo joins us to share the story of how they developed the loyalty proposition for Viva Aerobus, which is a low-cost airline based in Mexico.
This simple coalition program features partnerships with the local bus company and a banking partner, allowing members to earn miles while flying, taking the bus around the country, and, of course, using their co-brand credit card.
Listen to learn from Pablo Sordo, Chief Strategy Officer for Viva Aerobus, with thanks to the Loyalty and Awards conference team for the introduction!
Pablo will be sharing further insights at the Loyalty & Awards Conference this October in Rio de Janeiro.
Show Notes
1) Pablo Sordo, Chief Strategy Officer for Viva Aerobus
2) "Doters" loyalty program
3) Viva Aerobus
4) Loyalty and Awards conference
Johan Moolman is CEO of FNB (First National Bank)’s eBucks Rewards. eBucks is 23 years old and has recently scooped three prestigious awards at the International Loyalty Awards, including ‘Best Long-Term programme’ worldwide.
Johan has been CEO of this leading retail banking programme for eight years and in this insightful podcast, he describes the obsession with doing the right thing for the customer, which has yielded over $1bn pay out since inception. 90% of eBucks rewards are redeemed within the first 30 days of being given to eBucks members.
The programme actually operates nine separate programmes to meet the demands of sub-segments of the South African market.
Hosted by Amanda Cromhout.
Show Notes:
1) Johan Moolman
2) First National Bank
3) eBucks Rewards
Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she is joined by Kim Hardaker, Managing Director of the Etihad Guest Programme, who shares the latest ideas and insights from one of the travel industry’s leading reward programs.
Etihad Guest is a world-leader in airline loyalty, renowned for delivering innovative ideas that delight members in unexpected ways!
Tom provides a summary of the show that includes a proposition to support the airlines sustainability goals, and a “world-first” idea that celebrated the reopening of Australia’s borders post-pandemic.
Hosted by Tom Peace.
Show Notes :-
1) Etihad Guest
2) Kim Hardaker
3) #233: Etihad Guest - Powerful Propositions Building Emotional Loyalty
Today’s episode is a treat for anyone who is either a pet lover or a pet parent, as well as retail loyalty professionals.
Our guest is Bradley Breuer, Vice President of Loyalty and Personalised Marketing at PetSmart in the United States.
This year, PetSmart's “Treats” program has reached the incredible milestone of 60 million members!
Bradley shares some compelling insights on member penetration of sales, as well as some of the key principles of their success that has led the PetSmart Treats program to become one of America’s Best Loyalty Programs as ranked by Newsweek.
Show Notes:
1) Bradley Breuer, Vice President of Loyalty and Personalised Marketing
2) PetSmart
3) PetSmart's “Treats” program
4) America’s Best Loyalty Programs 2023 by Newsweek
Today’s episode features some "Loyalty Royalty" an interview with one of the 2023 “Top 30 under 40” award winners at the recent International Loyalty Awards in London.
Joe Doran is Senior Vice President of Loyalty for Capillary in North America, and he joins us today to share and celebrate Capillary’s truly incredible list of achievements in 2023 so far.
Joe also shares his insights around the latest loyalty sectors and strategies that he believes have explosive potential right now, as well as the incredible success Capillary’s is having with their latest flagship client in the US market – Nascar!
Listen today to learn from Joe Doran from our friends in Capillary Technologies.
Show Notes:
1) Joe Doran, Senior Vice President of Loyalty for Capillary in North America
2) Capillary Technologies
3) Capillary Shines Bright at International Loyalty Awards 2023
4) Capillary Named A Leader in The Forrester Wave™ Loyalty Technology Solutions, Q1 2023 Report
Tune in and catch Tom's brief overview from the original podcast hosted by Paula Thomas where she is joined by Jonathan Hopkins and Angus Frazer, co-founders of Sonder Media.
Sonder Media is a consulting firm that specializes in identifying, valuing, and optimizing the media value of loyalty programs, and Tom will summarise the key insight from Jonathan and Angus who share their expertise on Loyalty’s high margin potential.
The original podcast shows the power and potential profitability of using the unique assets, permissions and insights from your loyalty program as a media business, an increasingly popular idea being considered by program owners in order to increase returns from their loyalty program investment.
Listen to Tom summarise the challenges and the potential of this big idea, and how you can explore building a media business in a way that continues to meet the needs of your members and your brand, as well as with advertising partners.
Hosted by Tom Peace.
Show Notes :-
1) Sonder Media
2) Jonathan Hopkins
3) Agnus Frazer
4) #231: Building Your Program's Profitability - Loyalty's Hidden Potential
Today’s episode features a brand that has been at the TOP of our wish list to bring on the show over the past few years.
McDonald’s is, of course, the world’s leading global foodservice retailer, with over 40,000 locations in over 100 countries!
Just recently, the business was listed in second place in the World's Most Innovative Companies of 2023, and they now operate loyalty programs in over 50 markets, with over 50 million members active!
Joining me today to share this incredible story is Bess Cades Director, Customer Engagement Strategy and Lifetime Value for McDonald’s.
Listen to learn the insights behind the extraordinary growth for McDonald’s Rewards around the world, a program that in time, could become one of the world’s largest loyalty programs.
Please enjoy this masterclass in loyalty marketing from one of the world’s greatest brands.
Show Notes:
1) McDonald’s
2) McDonald’s Rewards
3) Bess Cades Director, Customer Engagement Strategy and Lifetime Value
4) Most Innovative Companies 2023
Today’s episode features another leading US retailer that leverages loyalty to grow its business, in this case, to a whopping $84 billion in revenue in their most recent financial year!
“Sam’s Club” is a warehouse club with 597 locations across the U.S. and Puerto Rico, that leverages the power of subscriptions since 1983 - way before subscription-based loyalty was so globally recognised as a cool and clever idea!
Our guest is Scott Ludwig, Vice President of Membership for Sam’s Club, and he joins us today to share some of the compelling reasons for their business success, which includes renewal rates in excess of 90% for their mature subscribers.
Scott explains the importance of their expanding partner proposition based on card-linked offers, and some examples of how they are achieving true personalization in ways that are delivering NPS scores that will amaze you!
Listen to enjoy this fascinating conversation with Scott Ludwig from Sam’s Club.
Show Notes:
1) Sam’s Club
2) Scott Ludwig, Vice President of Membership for Sam’s Club
Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she is joined by Hollie McLellan, formerly Head of Customer Marketing and Loyalty for Boots UK and now Director of Customer Marketing, to discuss the company’s latest innovations and initiatives.
When it comes to loyalty programmes in the UK, the gold standard programme that consumers say they love the most is often the Boots Advantage Program.
This show was a masterclass in loyalty marketing, showcasing Boots “Beauty Club” which features content marketing as a new loyalty driver, as well as their new "Price Advantage" proposition, and their exciting tests with gamification and subscription strategies.
Hosted by Tom Peace.
Show Notes:
1) Boots Advantage Program
2) Hollie McLellan
3) My Beauty
4) Boots UK
5) #230: The Boots Iconic "Advantage" Programme in the UK Celebrates Its 25th Birthday
Today’s episode features some incredibly exciting updates from the loyalty program I personally use most often, the award-winning Skywards program from Emirates Airlines.
Emirates is known and respected globally as one of the world’s best and fastest growing airlines, and its loyalty program, Skywards now recognizes and rewards over 32 million members around the world!
Based in Dubai, the Emirates Group employs over 103,000 staff from more than 160 nationalities and in early May 2023, they reported their post-pandemic turnaround results, delivering their best ever profit of US$ 2.9 billion.
In today’s episode, I’m once again joined by Dr Nejib Ben-Kheder, Head of Emirates Skywards, who shares all their latest exciting news, including the launch of Skywards Everyday proposition, which will be fascinating to anyone considering launching a card-linked concept for your own loyalty program.
Dr Nejib also explains how and why the value of the Skywards currency was recently adjusted, and how the program has managed to protect its most valuable members, while also reflecting the commercial needs of the airline.
Other exciting news you’ll hear today include Dr Nejib’s incredible statistics on their earn rates for airline versus non-airline activities, which proves how effectively Skywards is achieving its goal to become a truly global lifestyle loyalty program, rather than simply an airline frequent flyer program.
Hosted by Paula Thomas.
Show Notes:
1) Dr Nejib Ben-Kheder, Head of Emirates Skywards
2) Emirates Airlines
3) Skywards program
4) Skywards Everyday
This episode focuses on the loyalty market in Italy, featuring expert insights from Cristina Ziliani.
Cristina is a Professor of Marketing at the University of Parma, Italy. She lectures on loyalty management and has been the Director of the Loyalty Observatory since 1999, dedicated to research, consulting and education on Loyalty Management, CRM and CX
Cristina is a key contributor to the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets.
Listen to learn about the loyalty landscape in Italy – what membership, appeal and impact look like in this market – and which are the programmes and key innovations to be inspired by.
Hosted by Charlie Hills.
Show Notes :
1) Cristiana Ziliani
2) European Loyalty Whitepaper
3) Mando-Connect
4) YouGov
Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she was joined by Brad Macdonald, Epsilon’s Vice President of Loyalty Strategy from May 2022, where Brad talks about the methods and importance of measuring the Value of Loyalty Marketing Investment.
Brad describes the methods that Epsilon use to measure and predict loyalty strategy performance and most importantly, ROI.
Hosted by Tom Peace.
Show Notes:
1) Brad Macdonald
2) Epsilon
3) #227: Measuring the Value of Loyalty Marketing Investment with Epsilon
Today’s episode features the UAE’s latest loyalty program which has been recently launched by a fuel retailer.
The Emirates General Petroleum Corporation is otherwise known as EMARAT, and they operate as a leading fuel and convenience store retailer across Dubai and the Northern Emirates.
Our guest is Ali Bin Zayed, the Senior Manager Corporate Loyalty for Emarat, who has led the development and launch of Emcan, and today he shares the insights behind its name, how it was developed and some of its impressive early results.
He also shares some of the highly innovative channels that are being used to support the incredibly diverse population of people from around the world who call the UAE their home.
Ali explains how they chose their loyalty platform provider, and some of the upcoming industry-leading technology that they are implementing in order to ensure their business continues to offer more ease, simplicity and delightful experiences for their customers.
Listen to enjoy this conversation with Ali Bin Zayed, Senior Manager Corporate Loyalty for Emarat.
Show Notes:
1) The Emirates General Petroleum Corporation
2) Ali Bin Zayed, the Senior Manager Corporate Loyalty for Emarat
3) Emcan
Today, Let's Talk Loyalty welcomes back an iconic airline brand that is long overdue a return visit to our show.
American Airlines first joined us in April 2020 to share how they were thinking about their loyal customers and the role of the AAdvantage program in those first early days of the Covid pandemic.
Now, three years on, we revisit this iconic program – which is in fact the longest-running computerised or travel loyalty program in the world.
AAdvantage was established in 1981 with a laser focus on rewarding frequent flyers on American Airlines.
Today, the program has more than 100 million members and has evolved dramatically.
AAdvantage no longer considers itself a frequent flyer program, but instead a travel rewards program, and now they are once again leading the industry, with new ways for members to earn and keep their status in return for any of their loyalty within the Advantage eco-system.!
To hear the full story, I’m thrilled to be joined today by Chris Isaac, Director of AAdvantage, to hear how Covid ironically created new insights for him and his team on just how loyal their members were being – even when they were unable to fly!
Listen to enjoy the latest insights from AAdvantage.
Show Notes:
1) Chris Isaac, Director of AAdvantage
2) American Airlines
3) AAdvantage
In this weeks Let’s Talk a Little Loyalty podcast Tom reviews the original show hosted by Paula Thomas where she is joined by Matthew Stevens, Albertson’s Former Director of Loyalty Programs and Strategy, who shared how their loyalty program is supporting the dramatic transformation of their business, in direct response to changing consumer behaviours and expectations. The original interview with Albertsons showcases a masterclass in retail loyalty strategy and success.
Albertsons is one of the largest food and drug retailers in the United States. Boasting almost 2,300 retail stores in the United States across multiple brands including Albertsons, Safeway, Shaw’s, Randalls and United Supermarkets among others.
Hosted by Tom Peace.
Show Notes:
1) Matthew Stevens, Former Director of Loyalty Programs and Strategy
2) Albertson’s
3) #222: Loyalty Leads the Transformation of Albertsons
4) Safeway
Today’s episode features industry insights from Giant Food, the #3 grocery chain in the United States.
Our guest is Ryan Draude, who is leading Giant Food’s loyalty approach with a unique perspective!
Ryan believes that loyalty leaders have a unique opportunity to create rituals that become meaningful moments in their member’s lives, and he is passionate about making sure we create tangible value in a way that matters now more than ever to shoppers.
Listen to hear Ryan’s willingness to be courageous with his work, and especially how he said how success often comes from deciding to simply "shut up and listen".
Enjoy this masterclass in loyalty with Ryan Draude, Head of Loyalty at Giant Food.
Show Notes:
1) Ryan Draude
2) Giant Food
This show is extraordinary as we hear Paula’s voice but as the Let’s Talk Loyalty guest rather than show host. Paula shares the evolution of the Let’s Talk Loyalty show which is already in the top 3% of global podcasts and three times higher listenership per show than average B2B podcasts.
We learn of Paula’s original intent for starting Let’s Talk Loyalty almost 4 years ago and her future vision and plans to expand into Loyalty TV later this year. Moreover, we learn about the power of content marketing for not only brand management but for loyalty programmes to embrace emotional loyalty.
Hosted by Amanda Cromhout.
Show Notes:
1) Paula Thomas
2) Let's Talk Loyalty
In this weeks episode of Let’s Talk “a little” Loyalty Tom’s reviews Paula’s original podcast with Adam Posner, who talks about his hugely popular “For Love or Money™ Australia” research report and insights from 2022
Adam explains key insights from his research and discusses what compels consumers to join a loyalty programme and the “3 Bs” of loyalty: behaviour, belief and belonging. We also talked about generational differences in loyalty preferences, rewards and even currency types.
Whether you are working in loyalty marketing in Australia or elsewhere, these consumer insights offer invaluable ideas to reflect on.
Tom’s provides a great review of Adam’s superb insight, highlighting the key messages from this great original podcast.
Hosted by Tom Peace.
Show Notes:
1) Adam Posner, CEO and Founder, The Point of Loyalty
2) For Love or Money™ 2022 Australia
3) The Point of Loyalty
4) #219: "For Love or Money" - Australian Consumer's Loyalty Perspectives For 2022
Today we meet the CEO of an iconic brand here in the UAE.
Dubai Golf was established in 1988 and manages some of the best-loved golf clubs in the whole region, Emirates Golf Club, Jumeirah Golf Estates and Dubai Creek Golf & Yacht Club. The company is incredibly proud of its internationally acclaimed championship courses, and has also successfully evolved its hospitality and entertainment business, with both casual and fine dining restaurants of offer, as well as beautiful swimming, fitness and tennis facilities.
Leading the development of the whole group is the CEO Chris May, who joins today to share how the business really values and nurtures loyalty its members, having created a lifestyle app called Viya that allows both members and non-members alike to book rounds of golf, dining or other facilities and earn rewards.
Listen to enjoy our conversation with Chris May all about Dubai Golf and Viya Rewards.
Show Notes:
1) Dubai Golf
2) Emirates Golf Club
3) Jumeirah Golf Estates
4) Dubai Creek Golf & Yacht Club
5) Viya Rewards
6) Chris May
Today’s episode of Let's Talk Loyalty features our friends in Bond Brand Loyalty and their annual Loyalty Report.
The Loyalty Report is an annual survey, and this year, Bond has tracked a quarter of a million consumers globally, from more than 750 brands, in dozens of industries, across every type of loyalty strategy.
With so much scale and visibility from global markets, the 2023 Loyalty Report truly highlights the key insights loyalty program managers need to know right now, such as the number of programs that consumers say they are members of and active in. It’s not surprising to hear that this year, consumers are finding more loyalty programs to join, and they are enrolling and engaging in them more than ever.
So, the stakes are getting higher, as is the level of competition, so it’s even more critical to hear what consumers are telling us that they value in 2023, and the opportunities that still exist for true differentiation.
Listen to hear the insights from this year’s Loyalty Report as I discuss them with Maegan O’Neill and Sean Claessen from Bond Brand Loyalty, who share their key take-outs and watch-outs for leading brands and loyalty programs in 2023!
Show Notes:
1) Bond Brand Loyalty
2) 2023 Loyalty Report
3) Maegan O'Neill
4) Sean Claessen
Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she is joined by Kristi Gole, VP, Head of Product at Global Hotel Alliance to hear how this model works and benefits both the brands and consumer members.
The Global Hotel Alliance (GHA) is the world’s largest alliance of independent hotel brands, supporting 35 hotel brands with more than 500 hotels across 85 countries, each leveraging the DISCOVERY guest recognition programme to drive loyalty with guests.
This alliance allows small and independent hotels to compete with global hospitality brands, while still operating independently and giving consumers the opportunity to earn rewards across their many brands.
Listen to Tom’s views on how GHA build loyalty across independent hotel groups as well as finding more ways to reward travellers.
Show Notes:
1) Kristi Gole
2) Global Hotel Alliance
3) GHA’s DISCOVERY guest recognition programme
4) #218: Anantara, Avani, Kempinski - Leveraging the GHA "Discovery" Program To Drive Customer Loyalty for Independent Hotel Brands
Today's episode celebrates a brand that recognizes and rewards a relatively forgotten segment of the community – those who educate children!
Lakeshore Learning Materials is one of the most innovative manufacturers of educational materials in the United States, specializing in top-quality products for the home and classroom.
Originally founded as a toy store in 1954, Lakeshore Learning Materials now operates sixty stores and a thriving online business, catering to both teachers and parents.
The business had been operating a program called the “Teacher’s Club” for over 20 years, but about 2 years ago, it realized it needed a complete overhaul!
Alex Tavera was brought on board to advise on a complete redesign and a new strategy for the business, and in late 2021, he led the launch of their new loyalty program.
With a new name and a completely new strategy, combined with some great technology and a supportive leadership team, Lakeshore Rewards is now an incredibly exciting program that is going from strength to strength!
Listen to enjoy this inspirational conversation with Alex Tavera, Director of CRM, Email and Loyalty with Lakeshore Learning Materials.
Show Notes:
1) Lakeshore Learning Materials
2) Alex Tavera
3) Lakeshore Rewards
4) #84: Virgin Red Loyalty Programme Launches in the UK
5) #195: Virgin Red - The Red Thread Connecting the Virgin Brand Globally
This episode focuses on the loyalty market in The Czech Republic, featuring expert insights from Radek Hrachovec.
Radek has dedicated the last 20 years of his professional life to loyalty programmes and direct marketing and is one of the most skilled practitioners in Central Europe and a Partner of the Voxwise company.
Radek is a key contributor to the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets.
Listen to learn about the loyalty landscape in The Czech Republic – what membership, appeal and impact look like in this market – and which are the programmes and key innovations to be inspired by.
Hosted by Charlie Hills.
Show Notes :
1) Radek Hrachovec.
2) European Loyalty Whitepaper
3) Mando-Connect
4) YouGov
5) Voxwise
6) Net Loyalty Score introduction
Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas featuring a conversation with James Berry, Commercial Director, Valuedynamx at Collinson where he shares game-changing concepts he believes are becoming pivotal for loyalty professionals.
Listen to Tom’s views on the dramatic changes in consumer behaviour, and some of the innovative ways that Collinson have found to connect programs, consumers and merchants in order to ensure loyalty programmes become even more relevant in everyday lives, as well as emerging technologies like NFTs and cryptocurrencies.
Hosted by Tom Peace.
Show Notes:
1) James Berry
2) Valuedynamx (Part of Collinson Group)
3) #216: Everyday Loyalty - Connecting Customers, Members and Merchants
Today’s conversation features our friends from the Loyalty and Awards conference, which is the largest annual conference dedicated to loyalty managers in the travel sector.
Ahead of this year’s event in Rio de Janeiro, Ravindra Bhagwanani, shares his views on the state of the loyalty industry in 2023 and some of the key challenges he sees for loyalty practitioners in the travel sector.
These trends of course are also helping to shape the content and agenda for the Loyalty & Awards conference agenda being planned for our meeting in Brazil this October, so listen to hear the topics that I’m looking forward to hearing presented on stage this year.
Ravindra also highlights some key improvements in this year's Golden Loyalty Awards, to inspire those of you who operate programs to enter your programs.
Listen to enjoy some insights and inspiration on travel loyalty and the upcoming Loyalty and Awards conference with Ravindra Bhagwanani, Managing Director of Global Flight.
Show Notes:
1) Ravindra Bhagwanani
2) Loyalty and Awards
3) Golden Loyalty Awards
4) Loyalty & Awards conference agenda
Fionna Ronnie is Head of Customer and Loyalty at The Foschini Group. Whilst TFG is based in South Africa, it spans 5 continents, 26 countries and has 34 leading retail brands in its stable.
IIts loyalty program, TFG Rewards,is the biggest in retail in South Africa with 30 million + members.
Fionna shares KPI results, data strategies, customer centric retailing approach and how the Customer team are the life blood of TFG Rewards. This team underpins everything driven for a future customer narrative of this extremely impressive retail group.
Hosted by Amanda Cromhout.
Show Notes:
1) Fionna Ronnie
2) The Foschini Group
3) TFG Rewards
Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas featuring a conversation with Henry Christian. LinkedIn loyalty guru and independent loyalty consultant.
Henry has many years of experience guiding brands and managing loyalty programmes throughout Asia. Henry shares insights on the importance of speaking like a CEO, leveraging customer data and how A/B testing can prove valuable instead of making assumptions for members versus non-members.
Henry shared strategies for membership retention and acquisition talks about a very important principle that loyalty is not a program, it is an outcome to expect from your customers.
Hosted by Tom Peace.
Show Notes:
1) Henry Christian
2) LinkedIn Loyalty Post – Speak Like a CEO
3) #215: Loyalty Insights from Asia - Speak Like a CEO
Today’s episode features an award-winning Australian retail brand that has won recognition both as the “Innovation Champion of the Year” as well as being rated one of Australia’s COOLEST brands!
Barbeques Galore is a nationwide speciality retailer that is dedicated to nurturing Aussie’s love of outdoor cooking and helping everyone “barbeque better”.
We are joined by Mike Ainsworth, General Manager of Marketing and Customer with Barbeques Galore, who shares the insights behind their Barbeque Legends Club.
As you will hear, this wonderful proposition uses the power of community, education and inspiration from Australian barbeque industry legends, to help their customers find even more joy and connection with their friends and families when they gather together around the barbeque flame!
Listen to learn some truly innovative loyalty insights from Mike Ainsworth and the Barbeque Legends Club.
Show Notes:
1) Barbeques Galore
2) Mike Ainsworth
3) Barbeque Legends Club
Today’s episode features Indonesia's GoTo Group, which is the largest digital ecosystem in the country.
This Group is a publicly-traded company, and it combines on-demand services like ride hailing and food delivery, as well as e-commerce functionality and financial services under various brands.
Their first platform is the first one in Southeast Asia to host these three essential use cases in one ecosystem, and it already captures a majority of Indonesian consumer household expenditure, which is even more impressive when you realise that Indonesia also enjoys the fourth largest population of any country on the planet!
In 2022, the GoTo Group appointed Henry Christian as their SVP Head of Loyalty, and today he joins us to share the amazing opportunities and of course challenges of driving profitable behaviour change for such an exciting business with so many internal and external stakeholders to delight.
Henry is truly a “global voice of loyalty”, so listen today to hear my conversation with Henry Christian from GoTo Group, all about driving loyalty for the largest technology brand in Indonesia.
Show Notes:
1) GoTo Group
2) Henry Christian
In 2022 Shangri-La transformed their beloved Golden Circle loyalty program into a powerful direct-to-consumer platform, to include digital marketing, mobile and e-direct capabilities, social media and content development, rewards marketing operations and global brand partnerships.
Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas featuring a conversation with Kevin Siew, formerly Vice President and Head of Shangri-La Circle, the latest innovation from the Shangri-La International premium global hotel management group.
Hear how they have crafted their latest proposition to further enrich their appeal to travellers of all ages and backgrounds, and allow for greater freedom and flexibility, including iconic lifestyle partnership
Hosted by Tom Peace.
Show Notes:
1) Shangri - La Hotels & Resorts
2) Shangri-La Circle
3) Kevin Siew, Former Vice President and Head of Shangri-La Circle
4) #213: Relaunching The Shangri-La Hotel Rewards Program
Let’s Talk Loyalty today features Mastercard, who as well as being one of the world’s leading payment providers, are also in fact, one of the world's largest loyalty services providers.
With so much global loyalty expertise, we were thrilled with the opportunity to meet Stephanie Meltzer-Paul, Mastercard’s Executive Vice President of Global Loyalty, who joins us today to share Mastercard’s latest announcement and partnership with Expedia called “Travel With Rewards”.
Stephanie also shares her insights on some of the emerging trends in loyalty in 2023, garnered across the incredible roles she has held in her career to date, leading loyalty and driving performance for various multi-billion-dollar digital channels for some of the US market’s biggest hospitality and restaurant brands.
Listen to learn from this inspiring conversation with Stephanie Meltzer-Paul, Executive Vice President of Global Loyalty with Mastercard.
Show Notes:
1) Mastercard
2) Stephanie Meltzer-Paul
3) Expedia
4) Travel With Rewards
5) Expedia Group and Mastercard turn everyday spending into extraordinary experiences
This episode of Let’s Talk Loyalty shares some early insights from one of the keynote speakers at this year’s Loyalty & Awards conference in Rio de Janeiro.
CarTrawler is one of Ireland’s great technology success stories, and as a B2B technology brand that partners with many of the world’s leading airline loyalty programs to deliver their car rental proposition, we were delighted with the opportunity to chat with their Head of Loyalty - Heather Nolan.
Listen to this episode to learn Heather's fascinating perspective on the principles of partnerships and driving loyalty in the travel industry, particularly for younger demographics who might not yet travel frequently enough to qualify for top-tier status and bonuses, yet who are incredibly important for the future growth and profitability of any airline.
Show Notes:
1) CarTrawler
2) Heather Nolan
3) Loyalty & Awards - Rio de Janeiro
Circle K Ireland is a highly successful and well-known fuel convenience retail brand in Ireland, the market leader for food, fuel and convenience retail.
Tune in to hear Tom’s summary from the original podcast hosted by Paula Thomas featuring a conversation with Eadaoin Keane, Head of Marketing for Circle K Ireland who won the “Best Loyalty Programme 2021” from the Irish Loyalty Awards for their “Play or Park” programme.
Circle K’s PLAY or PARK” loyalty programme features gamification, rewards and charitable contributions, benefits the members and business in equal measure.
Listen to hear how Eadaoin and her team continue to build new campaigns within “PLAY or PARK” to support Irish Olympic athletes, connecting with customers through local community activations, growing the programme’s membership and ultimately winning the hearts of Irish customers.
Show Notes:
1) Circle K Ireland
2) Eadaoin Keane
3) Irish Loyalty Awards
4) "Play or Park"
5) #212: Circle K's Award-Winning "PLAY or PARK" Programme in Ireland
Today’s episode features a discussion with Eliot Hamlisch, the CMO of AMC Theatres, the largest movie theater chain in the world. AMC has long been a leader and innovator in its category, where it pioneered the multiplex cinema and now has over 10,000 screens across nearly 1,000 theatres in the US and Europe.
As CMO, Eliot oversees a range of important functions for the company, including its Stubs Insider, Premiere and A-List programs. In the podcast, Eliot shares how the value of his experiences working with companies including American Express, Deloitte and Wyndham prepared him for the role at AMC and of course, the common thread of strategically having a focus on the customer translates into innovation and delivering measurable value.
You’ll also hear about how AMC also focuses on investors, and not just institutional ones but individual retail investors. There’s a program for them too, called AMC Investor Connect.
Learn how committed leadership and a big brand translate into opportunities to innovate, grow and deliver a great experience for customers and other stakeholders.
Hosted by Phil Rubin.
Show Notes:
1) Eliot Hamlisch
2) AMC Theatres
3) Adam Aron - AMC Theatres CEO on Twitter
4) AMC Investor Connect.
Lindsay Eichten is a seasoned loyalty executive across multiple industries, but in her role as Director CRM, Loyalty & Media, she leads a small team to deliver the launch of Fridays Rewards for the iconic brand, TGI Fridays.
Lindsay highlights that loyalty is a key strategic initiative for TGI Fridays, which therefore means she has the support and the focus on her team’s deliverables in this role. She emphasizes how starting the change management process with the chain’s front line staff has been critical to understand what makes a great restaurant loyalty experience and to get the buy in from the team at the front line.
Finally, Lindsay supports how important it is to secure the right technology partner, which can work on a global scale for a brand as expansive as TGI Fridays.
Hosted by Amanda Cromhout.
Show Notes:
1) Lindsay Eichten
2) TGI Fridays
3) NEW Fridays Rewards
4) Data Delivers
Yesway is one of the fastest-growing convenience chains in the United States, and was voted the U.S. Convenience Chain of the Year in 2021.
Tune in to hear Tom’s summary from the original podcast hosted by Paula Thomas featuring one of the leading marketers in U.S. convenience retail, Derek Gaskins, Chief Marketing Officer of Yesway.
Derek shares the exciting challenge of keeping customers loyal while acquiring new stores with products that customers love, and building a leading retail brand that combines the best of them all.
He also explains how Yesway have embraced loyalty at the heart of their business, and how they are leveraging their award-winning “Yesway Rewards” program to support their ambitious growth.
Hosted by Tom Peace
Show Notes:
1) Yesway
2) Derek Gaskins
3) Yesway Rewards
4) #204: Loyalty Lessons from "USA Convenience Chain of the Year" - Yesway
This episode features a multi-award-winning loyalty program from one of the leading retail, entertainment and hospitality conglomerates in the Middle East region.
Majid Al Futtaim was founded in 1992 and now employs more than 43,000 people, operating a portfolio of more than 270 outlets in 15 countries, including 25 shopping malls and 13 hotels, as well as holding the exclusive franchise for Carrefour supermarkets in 37 markets across the Middle East, Africa and Asia.
With such a huge portfolio of lifestyle brands, designing, developing and executing a successful loyalty program was an immense challenge for the group and yet, they have achieved huge success for this complex yet compelling multi-brand programme.
Joining me today to announce their latest awards and share some of the insights for the “Share” customer loyalty program is Kashmira Motiwalla, Group Head of Loyalty for the Majid Al Futtaim Group, based in Dubai.
Show Notes:
1) Kashmira Motiwalla
2) Majid Al Futtaim Group
3) Majid Al Futtaim Group's "Share" latest awards - The Marketing Society UAE
This episode focuses on the pan-European loyalty programme, Samsung Members, featuring expert commentary from Cathryn Lodwidge and Laura Moore.
Laura is the European Head of Customer Data-Driven Marketing Retention & Loyalty and Cathryn is the European Cross Channel Retention Lead at Samsung Electronics. They are very passionate about developing and delivering global loyalty solutions that delight customers across multiple markets and, under their stewardship, Samsung Members has gone from strength to strength.
They are key contributors to the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets.
Listen to learn about Samsung Members – what the programme proposition is, what the big new news is and how the programme adapts its approach to different local market needs across Europe.
Hosted by Charlie Hills.
Show Notes:
1) Cathryn Lodwidge
2) Laura Moore
3) European Loyalty Whitepaper
4) Mando-Connect
5) YouGov
In March 2022 Mando-Connect and YouGov launched their first report, “What Brits Want From Loyalty Programs Now“.
This comprehensive, independent research analyses the topics, attitudes, opinions and behaviours that are driving the loyalty industry today in the UK, one of the most sophisticated and diverse markets for the loyalty industry worldwide.
In this week’s episode of Let’s Talk “a little” Loyalty, Tom reviews the learnings from last years reports and looks at where we are a year on.
Tune in to hear Tom’s summary from the original podcast hosted by Paula Thomas and featuring Charlie Hills from Mando-Connect alongside Nick Fishbourne from YouGov.
Hosted by Tom Peace
Show Notes:
1) Mando-Connect
2) YouGov
2) Charlie Hills
3) Nick Fishbourne
4) “What Brits Want From Loyalty Programs Now” Research Report
5) #203: Groundbreaking Research on What Brits Want From Loyalty
This episode features one of the loyalty industry’s leading strategy experts!
Shannon Ottinger is the Vice President of Loyalty Consulting at Epsilon, based in Atlanta, and in this episode, she shares some extraordinaryexperience and insights on the key loyalty concepts that brands are excited about in our industry in 2023.
Listen to hear how Epsilon is helping clients begin to measure emotional loyalty, a concept we all know is absolutely critical to focus on with our members, but it can be extremely hard to create emotional loyalty and even harder to measure it!
Shannon also shares how brands are thinking about localizing their global loyalty strategies as well as other exciting examples of some exceptional loyalty programs she admires around the world.
Show Notes:
1) Shannon Ottinger
2) Epsilon
3) Forrester Research Report: Epsilon named a Leader in The Forrester WaveTM: Loyalty Technology Solutions, Q1 2023
This episode is focused on the role of customer communications in driving customer loyalty.
Rick Ferguson is a loyalty thought leader, with proven success in transforming traditional corporate communications into innovative, storytelling content across multiple platforms on a global scale.
Today, he shares insights from his more than 20 years’ experience, including a reminder of the three fundamental drivers of customer loyalty - trust, commitment and reciprocity.
We also discuss how our member communications can drive emotional loyalty - a lever that's often neglected as a way to optimize our programs.
Show Notes:
1) Rick Ferguson
2) Phabolousity
Loyalty programmes are traditionally designed to retain customers, but rarely is that incredible data used by marketing teams to inform how they run acquisition campaigns to ensure they focus on “profitable” new customers – quality over quantity!
This technique has proved invaluable as cookies have disappeared from the toolset that digital marketers have relied on for so many years.
In this week’s episode of Let’s Talk “a little” Loyalty, Tom showcases how we can all use the data and profiles of your most valuable loyalty programme members to help acquire new customers with the same profit potential, from the original podcast hosted by Paula Thomas and featuring Joseph Taylor, previously SVP of Strategic Consulting and Operations for Epsilon.
Joseph shares real case studies and examples of brands who have already leverages this clever idea – so you can too!
Hosted by Tom Peace
Show Notes:
1) Joseph Taylor
2) Epsilon Guide to Personalisation
3) Epsilon
4) #201: Leveraging Known Customer Data to Acquire New Members
Today we are showcasing lessons and learnings from this year finalists who are each hoping to win one of the highly prestigious “International Loyalty Awards” being announced in London in June 2023.
Our guest is David Parker, the Chair of the Judging Panel for the Awards.
David is the CEO of Polymath Consulting, and an active fintech investor and advisor, with many years of expertise across some of the world’s best-knownadvertising agencies and building loyalty programs in global markets.
David joins us to highlight the exciting trends that emerged from this year’s highly anticipated judging day.
I hope you his insights from the Finalists of the 2023 International Loyalty Awards.
Show Notes:
1) David Parker
2) Polymath Consulting
3) International Loyalty Awards
ASDA is oneof the UK's biggest grocery retailers, and in late 2022, with over seventy years already as a market leader, ASDA launched its first loyalty programme.
ASDA Rewards is undoubtedly one of the most exciting loyalty programme launches in recent memory, give how well-known and well-loved this brand is with the British public, and it’s the last of the big grocery retailers in the country to launch a loyalty proposition.
In this episode we meet Matt McLellan, a Vice President for Asda in the UK, who shares the thinking, approach and intentions for ASDA Rewards, and its "Pounds Not Points" proposition.
Listen to learn how clearly this brand is devoted to delighting its customers, and how it's leveraging the power of data and creating a dialogue with its customers in order to achieve that.
Show Notes:
1) Matt McLellan
2) ASDA
3) ASDA Rewards
Circle K operates the largest global network of car washes, with more than 2,750 units worldwide and their subscription based loyalty program is hugely popular and successful.
In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights a niche, but highly successful subscription based loyalty program for Circle K car wash, from the original podcast hosted by Paula Thomas and featuring Lars Hecht, who leads the car wash category globally.
Circle K’s commitment to innovation has been the driving force of this dramatic evolution for the car wash industry, so listen to hear the complex and compelling journey they’ve been on to ensure the success of this new business model.
From subscription insights to beacons, we discuss fascinating technology innovations that engage customers, increase trip frequency and create a powerful opportunity for recurring revenue.
Hosted by Tom Peace
Show Notes :
1) Circle - K
2) Lars Kiib Hecht
3) Circle -K - Unlimited Wash
5) 200: Circle K's Subscription Car Wash Loyalty Programme
Today's episode of Let's Talk Loyalty celebrates Epsilon's success as a Leader in The Forrester Wave (TM) Loyalty Technology Solutions for Q1 2023.
This is one of the industry’s most respected reports, designed to help marketers around the world assess loyalty technology providers.
To help share this success story, I'm joined today by two senior executives from Epsilon based in the UK.
Valerie Popeck is Epsilon EMEA's Senior Director of Strategy & Insights and we are also joined by Dave Allen, Epsilon’s Group Commercial Director - both across the EMEA region.
In today’s conversation, we discuss key global challenges for loyalty professionals, including the all-important topic of measurability for loyalty investments, as well as the importance of managing expectations with internal stakeholders on what a loyalty program can deliver and when!
Listen also to hear details of your FINAL opportunity to enter our “Loyalty Lab competition” for the chance to win a complimentary workshop with Epsilon’s loyalty experts.
Show Notes:
1) Valerie Popeck
2) Dave Allen
3) Epsilon
4) The Forrester Wave (TM) Loyalty Technology Solutions for Q1 2023
5) “Loyalty Lab competition”
Today’s episode is a case study of leadership, a commitment to customers and other stakeholders – including the environment – and how a modern, learning organization created not just a new business, but the leading business in its category.
In less than five years, URBN Brands’ Nuuly has gone from a concept to the leading company in the clothing rental subscription business, surpassing Rent the Runway in terms of the number of subscribers.
Nuuly’s Kim Gallagher shares the story of how URBN identified a new business opportunity through customer insights that leveraged its core competencies – including its enlightened leadership team and the broader, supportive organization – and the not purely incidental benefit of a clothing business with more social responsibility in terms of sustainability.
It's an inspiring lesson that the power of customer-led innovation, a willingness to take risks (especially amid the COVID pandemic) and a leadership team that empowers a learning organization can do great things that benefit all stakeholders in a pretty short period of time.
Hosted by Phil Rubin.
Show Notes:
1) URBN Brands
2) Nully
3) Kim Gallagher
While it’s still a relatively young market, many loyalty programs in Poland are innovative, competitive and progressive. And there are more than 130 business-to-consumer loyalty programs.
In this week’s episode of Let’s Talk “a little” Loyalty, Tom showcases some of the key points of interest from the comprehensive overview of the loyalty industry in Poland, from the original podcast hosted by Paula Thomas and featuring Tomasz Makaruk, CEO of i360
Tomasz holds a PhD in Marketing and has spent more than a decade specialising in loyalty. Tomasz frequently publishes articles on his marketing blog, talking about the most interesting and complicated issues he sees when creating and managing loyalty programmes.
Hosted by Tom Peace.
Show Notes :-
1) Tomasz Makaruk
2) i360
3) Marketing Business Blog
4) #197: Loyalty Insights from Poland
Sally Beauty is a US based distributor and retailer of professional beauty products to both retail consumers and beauty salon professionals worldwide, and for the last two years, its Sally Beauty™ Rewards program account has been recognized by American consumers as one of their favorite loyalty programs.
In this episode of "Let's Talk Loyalty", Gabriel Trujillo, Vice President CRM, Loyalty, Customer Analytics and Research at Sally Beauty shares his insights on how the brand continues to achieve this superb recognition for their loyalty program, driven by their extensive network of stores, and their inclusive workplace, which together deliver an incredibly high NPS score.
Listen to learn some secrets to this success of this industry-leading retailer and their incredible customer loyalty.
Show Notes:
1) Sally Beauty
2) Sally Beauty™ Rewards
3) Gabriel Trujillo
4) Newsweek: Americas Best Loyalty Programs 2023 - Sally Beauty
5) Sally Beauty - Investor Relations Presentation
Dotz is a coalition loyalty program which was founded in Brazil more than 23 years, and has grown to over 50 million members, eventually becoming a public company in 2021.
Roberto Chade is the co-Founder and CEO and he joins Let's Talk Loyalty today all the way from Sao Paulo.
This story is amazing. Creating a pioneering business from nothing, to now over 50 million members, Roberto has a clear and compelling passion to make a difference in the lives of Brazilian people by increasing their purchasing power.
Listen to hear his insights on some of the challenges and the key success factors for coalition loyalty programs in different markets around the world in the past, the present and of course in the future.
Show Notes:
1) Roberto Chade
2) Dotz
Virgin’s programme is described as the “red thread” that connects this diverse group of companies, and delivers on the extraordinary expectations that members expect, to ensure this international loyalty programme becomes as well loved as the Virgin brand is across the globe.
In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights lessons from the global rollout of the Virgin Red, loyalty programme, from the original podcast hosted by Paula Thomas and featuring Andrea Burchett, International & Strategic Development Director at Virgin Red.
Hosted by Tom Peace.
Show Notes :-
1) Virgin
2) Virgin Red
3) Andrea Burchett
4) #195: Virgin Red - The Red Thread Connecting the Virgin Brand Globally
"Data enrichment" can dramatically improve your customer's experience, regardless of how much or how little marketing technology already exists in your business.
This is the compelling concept we learn on today's episode with Jamshed Mughal, Global Vice President of Strategy and Services for Cheetah Digital, part of the Marigold Group.
Jamshed has worked for some of the biggest technology companies in the world, and in this episode, he shares his global perspective and advice on how brands can increasingly achieve loyalty as an outcome with customers, whether or not they have a structured loyalty program.
Jamshed also reminds us of the differences between zero-party data and first-party data and the value of capturing both of these for your business.
Listen to learn all about data enrichment with Jamshed Mughal, from Cheetah Digital by Marigold.
Show Notes:
1) Jamshed Mughal: Global Vice President of Strategy and Services
2) Cheetah Digital by Marigold
3) Article: Digital Driving Growth in KFC China
This episode focuses on the loyalty market in Germany, featuring expert insights from Nicole Wilhelm.
Nicole is an independent customer loyalty expert, a well-known industry thought leader and an advocate for emotional loyalty.
Nicole is a key contributor to the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets.
Listen to learn about the loyalty landscape in Germany – what membership, appeal and impact look like in this market – and which programmes and key innovations should inspire us all.
Hosted by Charlie Hills.
Show Notes :
1) Nicole Wilhelm
2) European Loyalty Whitepaper
3) Mando Connect
4) YouGov
Air Canada has reimagined their points promise, offering flexible and unique rewards unlike any other airline.
In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights the incredible relaunch of the Aeroplan rewards programme, from the original podcast hosted by Paula Thomas and featuring Derek Whitworth, former Managing Director of Marketing & Loyalty Optimization at Air Canada and currently Managing Director, Digital Channels.
In this episode, Derek discusses the new Aeroplan proposition, with impressive new partners, unique upgrade awards and a host of new options for members. Aeroplan won the prestigious “Golden Loyalty Award for Excellence in Management” in 2021 and is beloved by Canadians.
Hosted by Tom Peace.
Show Notes :-
1) Air Canada
2) Air Canada’s Aeroplan
3) Derek Whitworth - Managing Director, Digital Channels
4) #194: Air Canada’s Award-Winning Aeroplan Program
Todays' guest is a nationally recognized, award-winning relationship marketing expert in the United States, whose agency has created or managed loyalty programs for brands like NASCAR, PetSmart, GNC and Chipotle.
Listen to hear Incendio's Jenn McMillen, and her insights on emerging marketing trends that offer exciting possibilities to drive innovation in our loyalty programs.
You will hear some powerful ideas around the emergence of some new demographic trends, the business of “live shopping” and the power of Booktok which are important across all global markets.
Show Notes:
1) Jenn McMillen
2) Incendio
3) Seth Godin blog: Generation C
4) Forbes Article by Jenn McMillen: What Do 30 Million Zillennials Want? The Who, What And Why?
Celeste Williams is Head of Marketing for Vitality South Africa. Celeste shares generous performance statistics on how this leading programme changes behaviour of its members.
With over 40 million members worldwide in 40 countries, Vitality is a well know brand in the Healthcare industry.
Through this interview, we learn how innovation, gamification and a relentless focus on a shared value model reframes the term ‘loyalty’ and can prove engaged members live longer.
Discovery has a high performance culture which lives the Vitality way and this shines through in how Vitality rewards its engaged members so handsomely.
Show Notes:
1) Celeste Williams
2) Discovery
3) Vitality Rewards
4) Vitality: Twitter
5) Vitality: Instagram
Cathay Pacific is an extremely innovative brand who have developed innovative new ways to engage with fliers and members through WhatsApp, virtual reality and social channels..
In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights the lifestyle and wellness innovations of the Cathay Pacific Airways Program, from the original podcast hosted by Paula Thomas and featuring Paul Smitton, Former - Director of Customer – Lifestyle at Cathay Pacific Airways.
Paula explains Cathay’s new brand positioning, as well as its newly-launched lifestyle proposition and insurance product, which focuses on total wellness, rewarding its members with air miles for setting and achieving health and nutrition goals.
Hosted by Tom Peace.
Show Notes :-
1) Cathay Pacific
2) Cathay Membership
3) Paul Smitton - Former Director Customer Life Style
4) #189: Cathay Pacific Airways Launches Lifestyle & Wellness Innovations
This episode features some incredible pan-European loyalty research which is literally hot off the presses.
Charlie Hills, MD of Mando Connect in the UK joins "Let's Talk Loyalty" today to share their latest research report which is the first one researching loyalty insights from across Europe.
Charlie shares key insights such as the membership, appeal and impact of loyalty programs across 24 European markets, featuring input from 7 loyalty experts and 3 loyalty program owners.
We are joined also by Nick Fishbourne from YouGov who explains how this huge piece of research was conducted.
Listen to learn all about loyalty in Europe.
Show Notes:
1) Charlie Hills
2) Mando Connect
3) Nick Fishbourne
4) YouGov
5) New European Loyalty White Paper
Today's episode of "Let's Talk Loyalty" is a fascinating conversation about the power of their loyalty to drive commercial value for one of the world’s leading hospitality groups – Accor.
Headquartered in France, the Accor Group operates over 5,400 hotels in 110 countries across 40 brands from luxury to economy, each with their own distinct personality, price point and brand promise.
As Accor brands, they can each access the ALL program, which combines compelling recognition and rewards for guests with their all-in-one booking platform.
ALL focuses on making life simple yet special, and in this episode, we were joined by Mehdi Hemici, Accor’s Chief Loyalty & Ecommerce Officer, to hear the incredible journey that the business has taken to truly deliver this industry-leading program.
As well as explaining their approach and his insights for the ALL program, Mehdi also shares their latest proposition – ALL PLUS which has just been launched in March 2023 – a subscription-based proposition which combines the power of rational value with extra peace of mind for guests.
Listen to enjoy this episode with Mehdi Hemici from Accor.
Show Notes:
1) Mehdi Hemici - Accor’s Chief Loyalty & E-commerce Officer
2) Accor Group
3) ALL - Accor Live Limitless
4) ALL Plus
Microsoft is one of the world’s most successful companies in technology, entertainment and in recent years, a leading platform in gaming.
In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights the key features of the Microsoft Rewards program, from the original podcast hosted by Paula Thomas and featuring Adam Grupp, Director of Microsoft Rewards.
Microsoft Rewards engages members for gaming online, through Xbox as well as its Bing search site, where users earn rewards that can be redeemed for in-game activities, passes and charitable contributions.
Hear how Microsoft Rewards thinks about loyalty and Adam’s insights on key future trends for loyalty professionals to consider.
Show Notes :-
1) Microsoft
2) Microsoft Rewards
3) Adam Grupp
4) #187: Microsoft Rewards - Insights and Ideas
This episode features H&M - one of the world’s greatest fashion retailers.
With over 150 million members of its program world-wide, H&M has achieved some incredible results, balancing its global loyalty proposition with local market needs, to stay relevant in this incredibly competitive sector.
Our guest is Dominik Olejko, Regional Customer Insights & Engagement Manager for H&M in Eastern Europe.
Listen to enjoy Dominik's incredible career spanning 15 years in retail loyalty for brands including Decathlon, Ikea and now H&M, as well as hispassion both for the traditional principles that drive loyalty as well as some incredibly inspiring and innovative projects that he has launched in this region.
Show Notes:
1) Dominik Olejko
2) H&M Group
3) H&M Membership
4) H&M App
Wojciech Kempny is the Consulting Director for Comarch covering Africa, Asia Pacific and other markets here in the Middle East region, and is truly someone known as a GLOBAL voice of loyalty!
With such vast geographical responsibilities for Comarch’s loyalty clients, Wojciech joins the show to explain some of the fascinating cultural similarities and differences between these global markets.
Listen to hear his fascinating insights on loyalty programs in Saudi Arabia – one of the most exciting markets for Comarch in 2023.
We also talk about card-linked loyalty and other innovative propositions that Comarch clients have built in other markets.
This episode is sponsored by Comarch.
Show Notes:
1) Wojciech Kempny
2) Comarch
Points for Goodis a programme partner for brand loyalty programmes that allow customers to donate reward points toward a social purpose.
Listen to Tom Peace highlight this amazing business, started in India byBrian Almeidaas Points for People and expanding globally. Brands have long partnered with charities, but keeping the relationship successful long-term can be a labor-intensive task.
With a flexible platform that allows brands to customize the points structure and the charities offered, Points for Good is a great choice for loyalty managers with proven experience that satisfies an emotional loyalty connection with customers.
Hosted by Tom Peace
Show Notes :-
1)Points for Good
2) Brian Almedia
3) #185: Create Emotional Loyalty With Points For Good
Today's episode focuses on some exciting new loyalty insights relevant for marketers in the UAE.
As part of their global expansion, Epsilon has been hard at work researching UAE consumer loyalty preferences, and is now sharing these retail benchmarking insights.
Ganga Ganapathi, Epsilon's Vice President of International Marketing, shares the strategic thinking that led to Epsilon's decision to invest in this industry index, and some of the surprising findings that emerged in the UAE.
In such an ambitious country, loyalty marketers are increasingly keen to truly understand how their brands compare to competitors in their industry in terms of earning their customer’s loyalty, as well as how they compare to other industries.
Listen to enjoy my conversation with Ganga Ganapathi from Epsilon.
Hosted by Paula Thomas.
Show Notes:
1) Ganga Ganapathi
2) Epsilon
3) Epsilon Loyalty Index
Richard Schenker is the Founder & Chief Customer Engagement Officer of Loyal Strategy Consulting and he is also a seasoned loyalty executive who talks with experience about Enterprise-wide data utilisation (DWDU).
We debate the difference between DWDU and customer-centric retailing and the interview reveals many aspects of DWDU in the retail environment.
Richard explains how data insight drives price and promotional optimisation and can be deeply used for category protection, focusing also on product development or product delisting decision making. Richard also advises how data insight can be used in guerrilla marketing rather than blindly following a marketing campaign.
Hosted by Amanda Cromhout
Show Notes :
1) Richard Schenker
2) Loyal Strategy Consulting
As Denmark’s largest retailer, The Salling Group serves over 11 million customers per week and operates more than 1,400 retail locations including restaurants, discount, grocery stores and coffee shops.
In this week’s episode, Tom reviews the interview between Paula and Andras Szocs, Head of Customer Programs and Center of Excellence for The Salling Group (at the time of original publication in February 2022)
Hear how they arrived at taking the less traditional route with this company-wide, fully-integrated digital marketing program, while keeping the program unique to the brands.
Weaving in digital payments, coupons and gamification into the individual brand apps, The Salling Group apps have more than 1.2 million users in just over one year.
Hosted by Tom Peace.
Show Notes :-
1) The Salling Group
2) Andras Szocs
3) #183: Denmark's Salling Group Customer Program's Highly Successful Launch
Today’s episode features Rory Sutherland, the best-selling author of Alchemy, The Surprising Power of Ideas That Don’t Make Sense and the Vice Chairman of Ogilvy Group in the UK.
Rory provides a fresh perspective on customer behavior, loyalty and brands – among other things – and it comes at a perfect time, ahead of the Loyalty Summit CXM conference in Zurich and a time when loyalty is in desperate need of innovation.
Rory is fascinating to listen to, inspiring in his ability to think differently and today shares his refreshing joie de vivre with listeners of Let's Talk Loyalty!
Hosted by Phil Rubin.
Show Notes :
1) Rory Sutherland
2) The Wiki Man from The Spectator
3) Rory Sutherland on Twitter
4) Ogilvy Consulting
5) Loyalty Summit CXM
Today's episode discusses the valuations, challenges, risks and opportunities of airline loyalty programs around the world.
Our guest is Evert de Boer, whose firm "On Point Loyalty" specializes in offering consulting, capital and insights to the airline loyalty industry.
On Point Loyalty produces a report every 3 years detailing its estimates of the valuations of over 100 airline loyalty programs around the world.
Listen to this episodes to learn Evert’s insights on the reasons that airline loyalty programs in various markets have either increased in value (and quite dramatically in the case of Delta Skymiles) or in other markets, they have decreased in value.
Show Notes:
1) Evert de Boer
2) On Point Loyalty
3) Fidivio
4) Report: Top 100 Most Valuable Airline Loyalty Programs
In this episode, Tom reviews the interview between Paula and Robbie Kellman Baxter, the world’s leading expert on subscription pricing and membership models.
Listen in to understand why program managers should consider offering subscriptions or paid for memberships to remain competitive.
Robbie is a bestselling author, speaker and consultant with more than twenty years of experience providing strategic business advice to major organizations including Netflix and other notable brands.
She is the author of The Membership Economy and The Forever Transaction and host of the podcast, Subscription Stories: True Tales from the Trenches.
Hosted by Tom Peace.
Show Notes :
1) Robbie Kellman Baxter
2) The Membership Economy
3) The Forever Transaction
4) Subscription Stories: True Tales from the Trenches. - Podcast
5) #177: Subscription Programmes as a Must-Have Tool for Brand Success
This episode features an industry legend - Brian Kelly, who is well-known to millions of people as the “Points Guy” – the original travel influencer.
Brian dramatically changed our industry when he took his lifelong passion of creating an extraordinary lifestyle for himself using his loyalty points, and created an entire empire around helping other people to do the same.
Brian joins us on "Let's Talk Loyalty" as an industry voice who is truly passionate about helping consumers “learn, earn, and burn” their loyalty points – particularly in the US and UK markets where the Points Guy businesses operate.
Listen to learn Brian's insights on the importance of CONTENT as a lever that I believe many loyalty program owners haven’t yet used as a brilliant way to differentiate themselves from competitors and engage their members.
Show Notes:
1) Brian Kelly
2) The Points Guy
Today’s episode explores the connection between fans, especially sports fans, and Fanatics the company, which in the last decade has grown from a modest ecommerce retailer into one of the most influential and innovative companies in sports.
Through hundreds of sites and dozens of retail locations, Fanatics offers the broadest assortment of fan merchandise and memorabilia worldwide, and has amassed a database of nearly 100 million fans that it will leverage as it expands into collectibles - Fanatics now owns the venerable Topps brand and is entering the hyper competitive sports betting market.
Doug Glazer, Fanatics VP of Loyalty and Gift Cards, shares his insights as the lead for Fanatics’ enterprise loyalty initiatives, and also looks back on his experience at Nordstrom and Amazon, where he worked on Prime in its earliest years.
It’s fitting for a loyalty discussion, and no coincidence, that Doug is based in Seattle, home of some of the most customer-obsessed companies in the world.
Hosted by Phil Rubin.
Show Notes:
1) Fanatics
2) Doug Glazer, VP of Loyalty and Gift Cards
3) Fanatics CEO Michael Rubin on CNBC
In this episode, Tom Peace highlights the key success factors that make eBucks such an amazing program.
Back in January 2022, Let’s Talk Loyalty spoke with Johan Moolman, CEO of eBucks, about what makes his programme the one that South African people said they couldn’t live without.
eBucks is a rewards program for FNB bank customers, providing rewards to card users for simply spending with their bank cards. The highly successful program has been running for 21 years and is multi-award-winning year after year.
Show Notes :
1) Johan Moolman
2) eBucks
3) #175:eBucks South Africa Wins Best Loyalty Programme of the Year 2021 AGAIN!
Today we hear some super perspectives on loyalty in the APAC region with our friends in Collinson.
Our guests are Thomas Dornis, Vice President of Data & Insights, and Rohan Bhalla, Vice President of Business Solutions, both based in Singapore.
Listen to hear their latest research on just how passionate customers are to travel again in 2023, and some great work Collinson is doing in the region to help brands tap into that incredibly popular reward category to drive customer loyalty.
Rohan and Thomas also shared some deep insights on the importance of “reward innovation” as a key idea for loyalty professionals to be focused on, as well as other key customer engagement strategies that can be used by brands to differentiate themselves in today’s increasingly competitive markets.
Show Notes:
1) Thomas Dornis, Vice President of Data
2) Rohan Bhalla, Vice President of Business Solutions
3) Collinson
4) Priority Pass Global Traveller Sentiment Survey 2022
Piotr Kozlowski is a well-known and respected loyalty expert as the Vice President of Consulting for loyalty solutions at Comarch.
With such incredible loyalty industry expertise throughout his career, Piotr is a real leader, with an incredibly interesting global perspective.
In this episode shares his latest ideas on key trends and developments in loyalty worldwide.
Listen to hear specific insights on the evolution of coalition loyalty programs, key trends in retail loyalty, as well as the growth and direction that loyalty initiatives are developing in the banking sector worldwide - a truly global perspective across some of our industry’s key sectors.
With thanks to our friends in Comarch.
Show Notes:
1) Piotr Kozlowski, Vice President of Consulting for loyalty solutions.
2) Comarch.
In this episode, Tom Peace summarises the key points from Steve Hui's interview with Paula Thomas about how earning loyalty points on airline schemes is easy but redeeming them is not.
He shares his top tips and ideas for loyalty professionals to drive points redemption, which is vital for program health.
Both Tom and Steve are passionate about airline loyalty programs and the collection of airmiles, and there are some great tips in here for loyalty program managers and frequent flyers!!
Show Notes:-
1) Steve Hui
2) iFLYflat
3) #173: Education and Inspiration - Ideas for Airline Loyalty Professionals
This episode features a truly inspirational customer relationship program from Quebec in Canada.
SAQ is a retail brand, selling wines, beers and spirits from 3,700 suppliers from 80 countries.
It is one of the best examples we have seen of using customer data in a way that’s equally meaningful to both customers and the business, which is owned by the Government of Quebec.
Joining this episode to explain all about the “Inspire” program is Nevine Baracat, the CRM and brand lead for SAQ in Quebec, who explains how they have transformed their business from a traditional store to a digitally-enabled relationship which truly helps their customers “choose better”.
Listen to enjoy the discussion with Nevine Baracat from SAQ, with thanks to our friends in Comarch.
Show Notes:
1) Nevine Baracat
2) SAQ
3) SAQ: Inspire Program
Tjhai A Eng is Head of Marketing & Loyalty at Matahari Department Stores in Indonesia.
Matahari is the biggest department store chain in this vast country and its rewards programme is also the country's biggest retail programme.
With over 7 million members, Matahari Rewards has re-invented itself based on strong customer insight and a customer-led engagement plan to re-invigorate its proposition after the tough impact of the COVID-19 pandemic.
A Eng shares the KPI performance of the programme and how top executive management buy-in is key to its success. A lesson for all of us.
Listen to learn some incredible loyalty insights from Matahari Rewards in Indonesia.
Show Notes:
1) Tjhai A Eng
2) Matahari Department Stores
Cristina Ziliani is the Professor of Loyalty Marketing and CRM at the University of Parma, Italy, where she has been leading the “Loyalty Observatory” for an incredible 20 years.
In this episode, she shares the work they do for the Italian loyalty community, which includes loyalty research, consulting and education across the entire field of loyalty, CRM, CX, and analytics.
Tom Peace, from The Loyalty People, shares his thoughts on the great work Cristina and her team do, and showcases the insight and conference available from the Loyalty Observatory
Show Notes:-
1) Cristina Ziliani
2) University of Parma
3) Loyalty Observatory
4) #171: Loyalty Insights from Italy
This episode explores loyalty from a strategic marketing perspective – learning what drives loyalty as an outcome and as a feeling, rather than any one particular loyalty programme.
Our guest is Jason Foo, the Founder and CEO of London-based agency BBD Perfect Storm, which specializes in brand and culture transformation, with a goal of unlocking “irrational loyalty” for its clients from their customers.
Jason is also a Global Board Director and Treasurer of the Marketing Society, a Marketing Fellow and is on the Advisory Board of the Alliance of Independent Agencies.
Listen to enjoy Jason's insights and loyalty strategy inspiration, with a healthy dose of mischief.
Show Notes:
1) Jason Foo
2) BBD Perfect Storm
Today’s episode looks at some of the recent work by Daniel McCarthy, Assistant Professor of Marketing at Emory University’s Goizueta Business School.
Interestingly, Daniel's work straddles the academic and private sectors.
Daniel's work with Wharton Professor Peter Fader on CLV (Customer Lifetime Value) at Zodiac was so valuable that Nike bought the company, and together they have developed innovative concepts such as CBCV, Customer-Based Corporate Valuation, with their new company, Theta Equity Partners.
In this discussion, Daniel shares insights from his research on the after-effects of COVID on consumers, the value of subscription strategies and programs, and of course the value of CLV and CBCV and its uptake by investors, companies and the students he teaches at Emory University.
Hosted by Phil Rubin.
Show Notes
1) Daniel McCarthy
2) Emory University
3) Daniel McCarthy - Website
4)Theta
5) Paper on COVID’s impact
6) Phil Rubin
7) Grey Space Matters
Key insights from Meenakshi Nagarajan, SVP, Recurring Revenue and Loyalty from Panera Bread, a US bakery chain of over 2,000 cafes and one of the restaurant industry’s largest loyalty programmes.
In early 2020, Panera Bread dramatically changed the loyalty industry with a disruptive subscription proposition, offering unlimited coffee for just $8.99 a month.
Tom Peace, from The Loyalty People, shares his thoughts on this innovative approach to QSR customer loyalty, several years ahead of other brands who are only now looking at a subscription based model.
Hosted by Tom Peace
Show Notes:-
1) Meenakshi Nagarajan
2) Panera Bread
3) #169: Panera Bread Shares Subscription Insights - its Powerful, Disruptive Approach to Customer Loyalty.
The "Insiders Program" is an innovative loyalty program designed to solve the unique challenges of the nationwide body responsible for the promotion and success of the game of soccer in the USA.
Olivia Hoelting is the Loyalty coordinator for the United States Soccer Federation, and she joined us to share the story of their program, which includes both a free tier and a subscription option for soccer fans.
Using the tagline “Fuel your Fandom”, the USSF Insider’s Program offers a unique combination of benefits, designed to increase engagement among soccer fans, and to help the Federation achieve its vision to “make soccer the preeminent sport in the United States”.
Show Notes
1) Olivia Hoelting, Loyalty coordinator for the United States Soccer Federation
2) United States Soccer Federation
3) U.S. Soccer Federation Insiders
Phil Rubin is a global leader in customer marketing and loyalty strategy, and a loyalty industry entrepreneur who has created, grown, and led loyalty businesses in the USA for over thirty years.
Phil's clients have included global icons such as Adidas, American Express, Citigroup, Disney, Estée Lauder, Mandarin Oriental, and Nike, and in this episode, we announce his role with "Let's Talk Loyalty", to guest host episodes with some leading loyalty personalities and brands in the coming months.
As a recognized thought leader and sought-after keynote speaker, Phil is now the founder of Grey Space Matters, a growth and innovation firm working with technology companies, investors, and enterprise clients worldwide.
Show Notes:
1) Phil Rubin
2) Grey Space Matters
Key insights from Fred Reichheld, a legend of the industry. As the creator of the “Net Promoter System”, Fred Reichheld is a true legend in the loyalty industry. His career spans 44 years as a consultant, author of four best-selling books and an internationally-renowned speaker on loyalty.
Tom Peace, from The Loyalty People, shares his thoughts on Fred’s latest book called “Winning On Purpose – The Unbeatable Strategy of Loving Customers” – which features some profound new ideas on the very fundamentals of how we do business.
Hosted by Tom Peace
Show Notes :
1) Fred Reichheld
2) Tom Peace
3) Loyalty People
4) #167:Fred Reichheld - Loyalty Industry Legend - Launches "Winning On Purpose - the Unbeatable Strategy of Loving Customers"
5) "Winning on Purpose: The Unbeatable Strategy of Loving Customers"
This interview of "Let's Talk Loyalty" features a marketing thought leader based here in the UAE, sharing her perspectives on driving customer loyalty.
Maria Gedeon is a retail, destinations, and entertainment executive, with 20 years of experience building global brands here in the Middle East and North Africa.
Maria is also a Board Member of the Marketing Society, and she has worked on a number of high-profile loyalty programs here in the UAE.
Listen to hear Maria's passion for brands and sustainability, as well as her belief in the importance of “Customer Performance Indicators” - a fascinating change of focus and an idea that is relevant for loyalty marketers worldwide.
Show Notes:
1) Maria Gedeon
2) Gedeon Mohr & Partners
3) Article: The Most Important Metrics You’re Not Tracking (Yet)
Today we're sharing the latest insights from the 2023 Consumer Trends Index by Cheetah Digital.
Our guest is Tim Glomb, VP of Global Content at Cheetah Digital, part of the Marigold family of martech products.
This is the 4th year of this global trends index, and today Tim shares with us his favourite insights – such as how brand loyalty is continuing to grow, why consumers love the brands that they do, as well as some of the key reasons they say they’ve abandoned some loyalty programs.
As well as the predictable reasons for engaging with loyalty programs, Tim also shares some of the LESS common strategies that consumers are beginning to expect from loyalty marketers in 2023.
Listen today to enjoy my conversation all about the 2023 Consumer Trends Index with Tim Glomb from Marigold.
Show Notes:
1) Tim Glomb, VP of Global Content at Cheetah Digital
2) 2023 Consumer Trends Index
3) Cheetah Digital
4) Marigold
Key insights from Brad McDonald - Epsilon’s Vice President of Loyalty Strategy, from his interview in December 2021.
Tom Peace, from The Loyalty People, shares his thoughts on how these predictions have held up and what’s going to win through 2023. Of particular interest is the growing customer need for emotional connections with their loyal brands and the move towards subscription based loyalty programmes.
Hosted by Tom Peace
Show Notes:
1) Brad McDonald, Vice President of Loyalty Strategy at Epsilon
2) Epsilon
3) #163: 2022 Loyalty Trends, Gamification and Subscription with Epsilon's Vice President of Loyalty Strategy
4) Tom Peace
5) The Loyalty People
Today "Let's Talk Loyalty" is sharing the latest announcement and innovation from the Star Alliance – a co-branded credit card.
This is the first co-branded credit card ever issued by an airline alliance rather than simply an individual airline.
This new Star Alliance credit card offers people in Australia the opportunity to fast-track their status to Gold based on their everyday spend, even if they are not flying.
It’s a radical new strategy and one that is proving to be an incredible success, so please do enjoy learning all about it from Renato Ramos, the Director of Loyalty for the Star Alliance.
Show Notes:
1) Star Alliance
2) Renato Ramos, Director of Loyalty, Star Alliance
3) Star Alliance and HSBC Australia reimagine airline rewards for consumers with a world-first credit card
4) Feedback Link
Domino’s Pizza in Indonesia has been winning loyalty awards all over the world in recent months, as they share their incredible strategies to create customer loyalty using customer analytics and data-led insights.
While it's still a challenger brand in Indonesia, in today's episode, Mayank Singh, Domino's Chief Digital Officer in Indonesia, shares how he and his team are achieving dramatic behavior change and incremental ROI using the power of digital technology.
For a true masterclass in loyalty marketing, please do enjoy our conversation with Domino’s in Indonesia, in association with our friends in Capillary Technologies.
Show Notes:
1) Mayank Singh, Chief Digital Officer, Domino's Pizza Indonesia
2) Domino’s Pizza Indonesia
3) Domino's Indonesia: Expanding its business across a vast nation with Google Maps Platform
4) Loyalty strategy in Domino’s USA by Paula Thomas (Liquid Barcodes)
5) Domino’s – a Technology Company! by Paula Thomas (Global Convenience Store Focus)
6) Feedback Link
Key insights from Isabelle Birem, the Senior Vice-President of Loyalty at Accor Hotels, from her interview from November 2021.
Tom Peace, from The Loyalty People, shares his insights from this fascinating interview where Isabelle talks about some fascinating insight from the amazing Accor Live Limitless programme.
Of particular interest is how Accor have ensured that loyalty is at the very heart of their brand marketing. Burn driving earn is also a key feature of this programme and Isabelle talks in great detail about the importance of creating customer value, which drives engagement and loyalty
Hosted by Tom Peace
Show Notes:
1) Isabelle Birem,Senior Vice-President Loyalty at Accor
2) Accor
3) #163 : Accor's Live Limitless Programme Focuses on Passion and Partnership
4) Tom Peace
5) The Loyalty People
6) Feedback Link
Costco is one of the world’s largest retailers, featuring warehouses and club memberships in eleven countries around the world.
It is famous as a true pricing leader while delivering exceptional quality for its members, as well as “endless aisles” of both commodity products and unexpected “treasures” for members in their stores.
Listen to hear the story of this incredibly successful business, as shared by Robin Ross, the Assistant Vice President of Corporate Marketing & Membership at Costco Wholesale in the United States.
Robin shares Costco’s approach to driving customer loyalty as a mindset, and how mutually beneficial relationships have also been essential to consistently achieving such a profitable business for over 40 years.
Hosted by Paula Thomas.
Show Notes:
1) Robin Ross, the Assistant Vice President of Corporate Marketing & Membership at Costco Wholesale
2) Costco
3) Feedback Link
Dr Melanie van Rooy is Head of Marketing at Clicks, South Africa’s leading pharmaceutical retailer.
Its loyalty programme is Clicks ClubCard and is the oldest retail loyalty programme in South Africa.
Not only is it 27 years old, but Clicks ClubCard is for the 4th time, the most used loyalty programme by South Africans, according to the Truth & BrandMapp annual Loyalty Whitepaper.
Dr Melanie talks through Clicks ClubCard’s heritage and how it remains relevant with a focus on simplicity, value, and convenience.
The loyalty KPIs are impressive versus global standards.
This is a solid case study of a loyalty programme delivered exceptionally well and remaining relevant over the test of time.
Hosted by Amanda Cromhout.
Show Notes:
1) Dr Melanie van Rooy
2) Clicks
3) Clicks ClubCard
4) Clicks ClubCard Magazine
5) Feedback Link
Key insights from Raghu Mahadevan, Chief Digital Officer for 7-Eleven, and his interview from November 2021.
Tom Peace, from The Loyalty People, shares his insights from this fascinating interview where Raghu talks about some extremely interesting innovations that 7-Eleven uses to create customer engagement.
7-Eleven had shared how their brand value is driven by customer loyalty and good old-fashioned service, convenience and customer experience as well as innovation.
Tom shares his learnings from how 7-Eleven listen to their customers and react quickly to provide solutions that bring 7-Eleven to the heart of the local community.
Show Notes:
1) Raghu Mahadevan, Chief Digital Officer for 7-Eleven
2) 7-Eleven
3) LTL#161: 7-Eleven Shares Secrets to Success & Driving Loyalty with 7REWARDS.
4) Tom Peace
5) The Loyalty People
6) Feedback Link
The International Loyalty Awards are the highlight of the global loyalty calendar, with leading loyalty brands from all over the world competing for the most prestigious awards in the industry.
Now in their 11th year, the International Loyalty Awards celebrate loyalty programs across all sectors and in more than 86 countries, providing an opportunity for all of us to celebrate our work and our industry.
Joining me today to discuss her insights as a Judge for the International Loyalty Awards is my colleague Amanda Cromhout.
Listen to hear our secrets to success and winning an International Loyalty Award for your brand or program.
Show Notes:
1) Amanda Cromhout
2) International Loyalty Awards
3) International Loyalty Awards: Call for Entries
4) Feedback Link
Ikea describes itself as a global retailer whose brand reaches millions of hearts and homes, united by a unique philosophy and approach.
Joining me today to share how that philosophy creates customer loyalty is Penny Shaw, the Global Loyalty Manager for Ikea.
Penny shares some of the initiatives that have emerged from deep customer insights to increasingly recognize and reward members of the Ikea Family program, not just for their transactions, but also for other ways they interact with the brand.
As well as this innovation, Penny also explains the background and proposition for the brand-new Ikea Business Network – another entirely new concept, targeted at supporting the needs of small and micro business owners around the world.
Show Notes:
1) Penny Shaw, the Global Loyalty Manager for Ikea
2) Ikea
3) Feedback Link
Today we announce a new guest host for our short summary shows every Tuesday.
Tom Peace, Managing Director of The Loyalty People, is our new guest host for our short show format each Tuesday.
Tom will be recording a weekly short show, sharing his insights from previous episodes of "Let's Talk Loyalty" to highlight his key loyalty learnings you might have missed.
Show Notes:
1) Tom Peace
2) The Loyalty People
3) Feedback Link
Today's episode of Let’s Talk Loyalty is unique as we are today interviewing a loyal customer – rather than a loyalty professional. Perhaps one of the world's most loyal customers to an airline ever!
Lays Laraya is SO passionate about Emirates Airlines and their Skywards loyalty program that she has created an entire brand dedicated to them – calling herself "The Skywards Freak".
Today on Let’s Talk Loyalty, Lays shares why and how she fell so in love with Emirates and their Skywards program, and together we explore ways that all brands can drive emotional loyalty, no matter what sector you’re operating in.
Show Notes:
1) Lays Laraya
2) The Skywards Freak
3) LOVE OR LOYALTY? The Freaky Things I've done for Emirates - Youtube
4) First Emirates flight to Brazil during COVID-19 - Youtube
5) LTL Episode 321: Video Interview
6) Feedback Link
Our guest today is the founder of a unique concept called Give A Mile, a charity dedicated to providing free flights when it matters the most – for people who need to fly to be with a loved one at the very end of their life.
GiveAMile.org believes that the costs of a plane ticket should never be the reason someone dies alone.
In today’s discussion, Founder Kevin Crowe shares how loyalty program owners can partner with GiveAMile.org to help members donate to this charity.
He also explains how individuals can donate our loyalty miles or cash at any time to support these flights, which are often the only option for people to see their loved ones before they pass.
Show Notes:
1) Kevin Crowe, Founder of GiveAMile.org
2) GiveAMile.org
3) Give A Mile Flight Story Daughter to see her Father - Youtube
4) Feeback Link
Arsenal is one of the most successful football clubs in English football history, and in 2021, it became the first UK Premier League team to create a loyalty programme, designed to build the connection between the Club and its fans between games.
Listen to hear our short summary of our fascinating 2021 interview with Arsenal's Senior Loyalty Manager, Karen Dumbrell, who manages the "My Arsenal Rewards" program, which was already delivering exciting benefits for fans as well as commercial and operational benefits for the Club.
Listen to hear some insights on the power of building a loyalty programme that truly puts its fans at its heart.
Show Notes:
1) Karen Dumbrell Senior Loyalty Manager at Arsenal FC
2) Arsenal Football Club
3) My Arsenal Rewards
4) #159: Sports Loyalty - Innovation with UK Premier League Football Club Launch of "My Arsenal Rewards"
5) Feedback Link
Maxol is a leading fuel, coffee, car wash, and convenience store brand in Ireland, which has been operating at the heart of Irish communities for 102 years.
In June 2022, it achieved international recognition when it was named the European Convenience Retailer of the Year by industry body NACS, so we are thrilled to bring you their exciting history of creating innovative loyalty models and mechanics over many years.
Listen to hear my conversation with CEO of the Maxol Group, Brian Donaldson, to hear how this fourth-generation family-owned Irish business has become such a market leader in the convenience retail sector globally, and how Maxol is leveraging the latest digital technologies to drive competitive advantage and customer loyalty.
Show Notes:
1) Brian Donaldson - Chief Executive Officer at The Maxol Group
2) Maxol
3) Maxol Instagram
4) New Maxol Loyalty App Launches - Youtube
5) Maxol Loyalty App: FuelPay - Youtube
6) The 100-Year Story of Maxol - Youtube
7) Maxol Launches First-of-its-Kind Loyalty App With FuelPay in Ireland - Global Convenience Store Focus
8) CIRCLE K FAST TRACK CAMPAIGNS - Liquid Barcodes Article
9) CIRCLE K SPIN and WIN - Liquid Barcodes Article
10) LTL Episode #230: The Boots Iconic "Advantage" Programme in the UK Celebrates Its 25th Birthday
11) Feedback Link
Scene+ is Canada’s leading lifestyle rewards program, with more than 11 million members, enabling members to earn and redeem points for movies, banking, and grocery shopping.
Originally launched in 2007, the Scene+ proposition is now used by 63% of Canadian households, so Let's Talk Loyalty was delighted to meet Matthew Seagrim who has led the program since 2015, to hear his take on Scene’s transformation over the last 8 years.
In our conversation, Matthew shares how and why Scene+ has grown to be so loved by its members, and how they plan to continually evolve and expand both geographically and across new lifestyle sectors.
Listen to hear the laser focus from all three of the program owners on truly delighting their members.
Show Notes:
1) Scene+
2) Matthew Seagrim, Senior Vice President at Scene+
3) Earn Rewards Every Day with the Expanded Scene+ Rewards Program
4) Sobeys bets big on growing Scene+
5) Scotiabank is set on making a Scene+
6) Feedback Link
L'Oreal is a leading brand in the beauty industry with a huge product portfolio and today's conversation features a short summary of my conversation with the Director of Loyalty for their Luxe Division, Alyssa Callahan.
Alyssa described herself as someone with "loyalty in her blood", so listen to learn some exciting ideas from her career in Wyndham Hotels, as well as Toys R Us, and hear her key objective to help L'Oreal's luxury brands demonstrate their loyalty to customers as she began leading their luxe loyalty initiatives.
Show Notes:
1)Alyssa Callahan - Director of Loyalty at L'Oréal Luxe Division
2)L'Oréal
3) LTL #157: L'Oreal, Wyndham Hotels and Toys R Us - Loyalty Insights with Alyssa Callahan
4) Feedback Link
Ben Lipsey is the Senior Vice President of Customer Loyalty for Flying Blue, from the Air France - KLM group, one of the world's best-known and best loved frequent flyer programs.
Ben is a self-confessed loyalty geek his whole life, having initially joined the industry as an intern with Air Canada!
Now based in Europe, Ben shares some of the challenges and solutions developed for Flying Blue members, such as ways to address the concerns around sustainability that have become such a dominant part of the conversation for passengers in Europe.
Ben also shares some of the customer psychology and economic differences that are important to understand in order to run a successful airline loyalty program in Europe, compared with North America. We also touch on some of the opportunities that Web 3.0 offers.
Enjoy this fascinating insight into the Flying Blue program.
Show Notes:
1)Ben Lipsey, Senior Vice President of Customer Loyalty for Flying Blue
2) Air France - KLM Group
3) FlyingBlue
4) Feedback Link
Today's episode is focused on the luxury hospitality sector, featuring one of Dubai’s most iconic brands.
The Jumeirah Group is a global luxury hotel company, which operates a world-class portfolio of 25 properties across the Middle East, Europe and Asia.
The group’s hotels together operate over 85 restaurants, including three Michelin-starred restaurants, so we were thrilled with the opportunity to meet with Vicky Elliot, Senior Director of Insights, CRM, and Loyalty for the Jumeirah Group, who shared with us her focus on driving exceptional customer experiences using complex sources of data.
Listen to hear the history, evolution, and some of the future plans that Vicky is focusing on to ensure that the “Jumeirah One” programme continues to create magical experiences for the valuable guests of this ambitious Dubai-based brand.
Show Notes:
1)Vicky Elliot, Senior Director of Insights, CRM, and Loyalty for the Jumeirah Group
2) Jumeirah Group
3) Jumeirah One
4) Feedback Link
Today we review learnings from Skywards and how Emirates' loyalty team increased its focus on personalisation, partnerships, and new propositions to create even more compelling experiences for customers throughout the COVID pandemic.
In this episode, I summarise what Dr Nejib Ben Khedher shared in his October 2021 interview with us, and how Skywards focuses on key loyalty drivers, going back to basics to support the airline as it recovered from the effects of the pandemic.
We also discuss Skywards+, the latest addition to the Skywards proposition, as well as the gamification approach that was proving increasingly popular, allowing members to compete to claim tickets for unique Skywards Experiences through Emirates-sponsored events
Show Notes:
1) Nejib Ben-Khedher
2) Emirates Skywards
3) Skywards Plus
4) LTL Episode 155: Emirates Skywards - Driving Success Through Personalisation, Partners & New Propositions
5) Feedback Link
Today we discuss the launch of a brand-new high-profile loyalty program in the UK and Ireland, in the quick-service restaurant sector.
Kentucky Fried Chicken operates over 20,000 restaurants in 135 countries, so given their global brand, we were super excited to meet Ruby Huang, the CRM & Loyalty Lead at KFC UK & Ireland, to share their new program and its incredible early results.
As this new programme uses gamification as its core mechanic, it is called the "Rewards Arcade" - a name which plays on the history of arcade games in the UK and allows KFC a way to celebrate the fun factor and their vision for engaging with their diners with a fabulous range of games over time.
Show Notes:
1) Kentucky Fried Chicken
2) Rewards Arcade
3) Ruby Huang - CRM & Loyalty Lead at KFC UK & Ireland
4) KFC gamifies loyalty with Rewards Arcade scheme
5) Digital Driving Growth in KFC China - By Paula Thomas
6) Don't Make Me Think: A Common Sense Approach to Web Usability, 2nd Edition: Book
7) Feedback Link
Cecile Henry is the IBL Group Loyalty Manager. She manages their home country loyalty programme in Mauritius called Wiiv rewards.
Wiiv Rewards is a multi-award winning loyalty programme, despite only being 3 years old, having launched in 2019. However, today’s show is not about the programme per se nor its awards, but it is about how Cecile and her team turned around an immediate crisis of technology provider insolvency, with less than 24 hours' notice.
It is a remarkable insight into loyalty leadership, putting customers first, the power of communicating and customer service, and the courage to tackle such a crisis head-on.
Show Notes:
1) Wiiv Rewards
2) IBL Group
3) Cecile Henry, IBL Group Loyalty Manager
4) Share your feedback with us!
New Zealand is a small country punching WAY above its weight in the loyalty industry, with over 95% of Kiwi consumers enrolled in at least one programme, so it was incredibly exciting to meet one of the country's leading loyalty experts in 2021 - Phil Devlin.
In this short summary show, I review his fascinating career which includes Air New Zealand, Qantas, and Countdown Supermarkets as well as some of the key lessons I learnt from our conversation.
Across his entire loyalty career, Phil has created clear and compelling loyalty concepts both independently and with partners, with a focus on simplicity, transparency, and integrity, so listen to learn his latest ideas on what was important to consumers in 2021 and remains true today.
Show Notes:
1) Phil Devlin
2) Countdown New Zealand
3) LTL Episode 153: New Zealand Loyalty Expert Shares Exciting Airline & Grocery Loyalty Insights
Have you ever wondered about Crypto Rewards for your loyalty program? Would they inspire your members even more than your current rewards catalogue?
Today, we are delighted to welcome back Mike Capizzi, the Dean of The Loyalty Academy, to share the latest Delphi Report on this topic, created in partnership with Bakkt, and it's entitled “The Future of Crypto Rewards”.
This report seeks to capture the insights and expertise of a global panel of loyalty industry experts on this key topic.
Listen to hear this loyalty panel's conclusions around the future potential for crypto rewards, the use cases it best suits, the industries, and demographics it is most relevant for, as well as some fascinating geographic differences in the interest and adoption of this emerging asset class.
Listen to learn insights from this global study with insights from 54 loyalty industry professionals on the future of crypto rewards.
Show Notes:
1) Michael Capizzi: Director of Education for The Loyalty Academy
2) The Loyalty Academy
3) 2022 Delphi Report™: The Future of Crypto Rewards
4) Bakkt
5) LTL Episode #281: Sweatcoin Rewards Walking - Driving Health and Wealth Through Loyalty
6) Share your feedback with us!
There are fundamental differences between monetary and non-monetary rewards that loyalty industry professionals really need to understand. And that's exactly what this episode of Let's Talk Loyalty explains.
Professor Yuping Liu-Thompkins joins us today to explain the key differences between these two types of rewards, and when you might use one form of reward versus the other in your loyalty program.
Yuping is the Founder and Director of the Loyalty Science Lab, and she is extremely passionate about identifying and researching key topics around customer loyalty to help support and guide our industry in creating compelling and effective programs.
I really hope you enjoy today’s conversation with Dr Yuping Liu-Thompkins, discussing the key differences between monetary and non-monetary rewards.
Show Notes:
1) Professor Yuping Liu-Thompkins
2) Loyalty Science Lab - LinkedIn page
3) Loyalty Science Lab Medium website
4) LTL Episode #122: Loyalty Science Lab Insight
With consumer trust at an all-time low, marketers are increasingly exploring how they can use gamification and fun to capture data and create profiles of customers in ways they enjoy, rather than avoid.
Cheetah Digital's platform is entirely based on this approach, leveraging experience-led loyalty mechanics in ways that are meaningful and engaging.
Customer's values have changed, and in this short summary episode, I summarize the insights I learned in 2021 from chatting with Richard Jones, the Chief Marketing Officer at Cheetah Digital.
Listen to learn these insights on how marketing etiquette is evolving based on the need for more interactive and engaging relationships with customers.
Show Notes:
1) Richard Jones - Chief Marketing Officer at Cheetah Digital
2) Cheetah Digital
3) Signals 22 - The Award Winning Content Series
4) LTL Episode 151: Connecting with Customers through Compelling Content & Experiences
Steven Allmen is passionate about cultivating loyalty and has been a key pillar of the Canadian loyalty community for over 20 years.
With a career that includes advising some of the leading loyalty players in Canada such as Aeroplan and Air Miles, Steve is now working with the Canadian Automobile Association.
In today's interview, he shares how the CAA is creating member engagement, such as their latest partnership strategy which is driving exponential growth, as well as how their overall proposition is evolving to continually delight customers.
Listen and enjoy learning about loyalty in Canada from my conversation with Steve Allmen, EVP, Strategy and Partnerships with the Canadian Automobile Association.
Show Notes:
1) Steven Allmen
2) Canadian Automobile Association
3) CAA Rewards
This episode features some fascinating research that was conducted with US consumers in early 2022, to understand how consumers motivators have changed as we slowly emerge from the global pandemic.
Listen to learn why we buy, why we advocate for brands, and of course why we stay – with a particular focus on some critical differences between the expectations of emotionally-connected customers, compared with NON emotionally connected customers.
Joining me to share these learnings is Martha Cohen, Vice President of Client Services at Kobie Marketing.
Show Notes:
1) Kobie Marketing
2) Martha Cohen
3) Kobie Marketing Previews 2022 Consumer Research Findings
Airline loyalty professionals are increasingly exploring new models - from subscription loyalty, to prepaid fares or even in perhaps an "unlimited" option for flights.
This short show summarises my conversation with Piotr Kozlowski, who advises some of the world's largest airline and airport loyalty programmes.
We share ideas that will allow loyalty marketers to inspire their customers to fly again as the world emerges from the dramatic effects of the pandemic.
Listen to hear some creative concepts that loyalty marketers should consider, the reasons they may make sense, and some of the criteria for success.
Show Notes:
1) Piotr Kozlowski
2) Let's Talk Loyalty Episode #149: Creative Airline Loyalty Concepts from Comarch - Prepaid, Subscription, or Unlimited Travel?
Today’s episode features one of our favourite ongoing loyalty research studies – the South African Loyalty Whitepaper from Truth and Brandmap.
Amanda Cromhout joins me to share the fascinating insights from this latest release, which is now the 7th edition of the whitepaper.
The 2022 edition represents loyalty insights from over 33,000 South African consumers and includes a new focus on the mass market in South Africa, with additional research conducted with the lower-income demographic in the country.
Listen to hear the latest high-level loyalty trends and preferences, as well as detailed specifics on just how much IMPACT consumers say that loyalty programs are having on their buying behavior.
Show Notes:
1) Amanda Cromhout
2) Truth and Brand Mapp 2022 South African Loyalty Whitepaper
Today's fascinating discussion focuses on a new industry term coined by our guest – a relative newcomer to loyalty marketing, with a fresh perspective on our industry.
Christopher Ross, President of the EMEA Region for the Collinson Group, has spent over 30 years of his career at boardroom tables, helping clients leverage both the art and science of creativity to build brand value. So he was truly disappointed when he noticed how many loyalty programmes seem disconnected from those conversations and ambitions.
Chris believes that consumers are underwhelmed, and loyalty marketers perhaps equally overwhelmed, because of a clear lack of conversation and connection with our BRANDS when it comes to creating and managing our loyalty programmes.
The result is “Bland Loyalty” rather than "brand loyalty".
Loyalty programmes have become a support act instead of the strategic tool they can and should be.
Listen to today's episode to learn how your business can achieve an “unfair advantage”, using the power of creativity and compelling campaigns throughout your loyalty programme, and move beyond this BLAND loyalty to instead create powerful insights and programmes that your customers and members will LOVE.
Show Notes:
1) Christopher Ross
2) Collinson
3) BLAND Loyalty Article: The Loyalty Magazine
4) The UK Loyalty Landscape 2022: Loyalty Leaders Research
Flying Blue is the frequent flyer programme for Air France and KLM, with over 18 million members around the world, and it's positioned as a lifestyle programme that drives real commercial value for its partners.
In today's short episode of "Let's Talk Loyalty", I summarize some of the commercial benefits that partners of this program enjoy, as well as some of the latest innovative ideas that it offers its members.
Listen to learn what most impressed me in this interview, based on a clear understanding that only when members benefit does any loyalty programme achieve its goals.
Show Notes:
1)Gerben Sikkema - Director of Partnerships at Air France-KLM
2) Air France - KLM Website
3) Flying Blue
4) Let's Talk Loyalty Episode: #147: Flying Blue from Air France KLM Group - Loyalty & Partnerships Insights
Today's episode of Let's Talk Loyalty features an innovative loyalty program called airasia rewards.
AirAsia is a low-cost carrier, headquartered in Malaysia that created a compelling loyalty program and loyalty proposition for its guests and members, and then decided to expand it to multiple countries and across all aspects of everyday spend.
Listen to learn about this comprehensive award-winning lifestyle loyalty program with Wai Fong Ong, Chief Loyalty Officer for the airasia Super App!
Show Notes:
1.) Wai Fong Ong
2.) Air Asia Rewards Super App
3) Feedback Link
Dr. Shorful Islam is an experienced leader in data analytics and shares with the listeners of Let’s Talk Loyalty how at the end of every data point is a human.
We are dealing with humans in data science so we need humans behind the strategy, not just pure automation.
His background in psychology is artistically applied to his work and Shorful shares how insight can stretch even the most profitable customer’s spend and how to activate the inactive customers in your database.
Whether you are a data nerd or a creative marketer, Shorful shares learnings which are valuable for everyone in the world of loyalty.
Show Notes:
1.) Dr. Shorful Islam
2.) Be Data Solutions
3.) Dr. Shorful - YouTube Channel
4.) Shorful Islam - Twitter
Today our friends in Truth in South Africa launch their 2022 loyalty white paper, so it's appropriate that we in "Let's Talk Loyalty" are looking back to what we learned last year in 2021!
Listen to hear our insights from Amanda Cromhout, who shared some fascinating insights on some seismic changes in consumer behaviour that emerged as a result of the global pandemic.
In this summary of the 2021 Truth/Brandmapp research, Paula shares some of the incredible growth in the South African loyalty market, which will inspire loyalty professionals around the world.
Enjoy this short explanation of how the loyalty industry evolved in South Africa in 2021, and make sure to look out for the 2022 white paper as it now launches also.
Show Notes:
1) Amanda Cromhout
2) Truth South Africa
3) Let's Talk Loyalty Episode: 145 South African Consumer Loyalty Insights 2021
The “Epsilon Loyalty Index” is a superb new loyalty study from our friends in Epsilon, showcasing a holistic new way to measure the relative loyalty of consumers for leading brands in Australia.
Eugene Yap, Head of Consulting, Strategy, and Analytics at Epsilon shares the fascinating findings of the first edition of this proprietary work.
We discuss their key findings in each of the four categories Epsilon has researched – beauty, apparel, grocery retail, and the banking sector and discuss the key drivers of loyalty and what matters to customers in each of these verticals.
Listen to hear Epsilon's perspective and the exciting insights from this Australian consumer research which will serve as a benchmark for Australian loyalty marketers in the years to come.
Show Notes:
1) Eugene Yap
2) Epsilon Loyalty Index
Today's consumers are conscious and connected, and their expectations of brands continues to grow.
As loyalty marketers, we face the complex challenge of creating emotional loyalty with these highly informed members, and also increasing expectations on finding ways to build powerful environment, sustainability, and governance propositions for our brands, without being accused of greenwashing.
My guest today to help tackle some of these industry challenges is Dr Chris Arnold, former Creative Director and Board member for Saatchi & Saatchi, with strategic expertise working with many of the UK’s top 100 brands.
Dr Chris highlights the role of community in creating loyalty, as well as the incredibly important opportunities available to brands if they consider truly diverse perspectives.
He shares some astounding insights on the critical role played by people with dyslexia in both entrepreneurial and scientific organisations, and how channelling neuro-diversity is one of the greatest unexplored opportunities for us as marketers and brands in 2022.
Show Notes:
1) Dr Chris Arnold
2) UN Sustainable Development Goals
3) YouGov Website
4) Dyversity Lab
5) Connect 2 Website
6) IKEA
As editor of the UK's most popular frequent flyer website Head for Points, Rob Burgessbrings a unique and highly informed perspective on what loyalty propositions are working for the travel industry.
With paid loyalty programmes becoming an increasingly popular strategy, Rob shared his insights on the key success factors for a paid loyalty programme, and it was a masterclass on how to "wow" your members with a proposition they are willing to pay for.
Listen to enjoy my short summary of Rob's views on what makes paid loyalty propositions work.
Show Notes:
1) Rob Burgess
2) Head for Points
3) Interview with Rob Burgess - Let's Talk Loyalty Episode 143
Loyalty programs share some incredible similarities but also some noticeable differences in western markets, compared with Asian countries like Malaysia, Thailand, and The Philippines.
Today, Let's Talk Loyalty meets Jaroslaw (Jarek) Wludyka, who is currently Comarch’s Managing Director for Australia and New Zealand, who shares his fascinating career creating huge loyalty programs for enterprise clients in South East Asia.
Jarek explains some of the fascinating comparisons and contrasts, showcasing what works for loyalty programs in different cultures and for different industries such as utility brands, airlines and coalition programs.
Please enjoy Jarek's insights and perspective on how loyalty programs are helping brands to connect with their members in such different ways across these fascinating countries, courtesy of Comarch.
Show Notes:
1) Comarch
2) Jaroslaw (Jarek) Wludyka
Creating measurable results and driving customer loyalty in the home energy market can be incredibly challenging.
But Genesis Energy, the largest electricity and natural gas retailer in New Zealand, is achieving exactly that, and has the results to prove it!
Genesis' loyalty program is called “Power Shout”, and it’s proving to be a highly effective tool in driving customer loyalty, reducing churn and even serving as a compelling reason that NEW customers mention when choosing Genesis for their energy needs.
In this episode of "Let's Talk Loyalty", we are chatting with Andrew Francis who leads the team that manages the residential customer portfolio for this innovative energy company, and he shares how powerful their "Power Shout" is, delivering exceptional results that are delighting consumers and investors alike.
There has probably never been a more important time for energy companies to connect with their customers, so please enjoy listening and learning all about the “Power Shout” program from Genesis New Zealand.
Show Notes :
1) Genesis
2) Andrew Francis
3) Power Shout
AA Smartfuelis a fascinating loyalty programme in New Zealand, designed to delight customers with the opportunity to earn a free tank of fuel!
This short show explains the key success factor for the coalition programme, which now boasts more than forty partners, and ensures consumers can achieve meaningful fuel savings from their everyday spend.
Listen to learn this unique case study from perhaps the most active loyalty market in the world.
Show Notes:
1) AA Smartfuel New Zealand
2) Ian Sutcliffe - Co-Founder AA Smartfuel
3) Jordan Tran - Marketing Manager at AA Smartfuel
FedEx Express is one of the world's best-known and most admired business and consumer brands, with average revenues globally of over $95 BILLION!
Fedex has been connecting people and their packages around the world for the last 49 years, and it is constantly innovating, including building, launching and continuously evolving an impressive global loyalty programme which we are discussing today.
Joining us on this episode is Lynn Tan, who leads the My FedEx Rewards Program for the AMEA region.
With over 80,000 members in this B2B program, My FedEx Rewards is a global points-based programme that aims to make every delivery rewarding, and ensure customer loyalty well into the future.
Listen to hear how this award-winning program has become a powerful differentiator in an extremely competitive industry.
Show Notes :
1) FedEx Express
2) My FedEx Rewards
3) Lynn Tan
A mature market with outstanding loyalty KPIs celebrates its 4th year of recognising loyalty excellence at the South African Loyalty Awards.
Two of the South African Loyalty Awards founding judges share their views on the winning loyalty brands and what stands out as to why they are recognised as best in class.
Bronwen Rohland is Head of Retail & CPG at Tata Consulting Services South Africa and Nic Bednall is Chief Commercial Officer at Moya App in South Africa, and both have worked with Amanda Cromhout throughout the awards, in her role as judging chair.
In our discussion, both Bronwen and Nic highlight emerging trends and future requirements to stay ahead in the loyalty world and in particular debate the depth of use of available data for personalisation and strategic initiatives. There is particular focus on the driving KPIs which are showcased across the loyalty awards.
Show Notes:
1.) South African Loyalty Award
2.) Bronwen Rohland
3.) Nic Bednall
Data protection, legal compliance and respect for member's privacy are all critical topics for loyalty marketing professionals.
Whether it's GDPR or other global regulations, the privacy challenges we face today are escalating in to the "perfect storm".
So how can we ensure we're professional, prepared and protected as much as possible?
This short summary show explains the factors to consider, as well as the idea of a "Data Health Check", a service offer by Richard Dutton, Managing Director of theElias Partnership, which can help your company prevent and defend against the costs of a data breach, should one ever occur.
Show Notes:
1) Richard Dutton
2) Elias Partnership
Capillary Technologies describes itself as “Asia’s leading SaaS product company” and is the proud technology partner for global clients like Dominos, Shell, and Tata Group, as well as other leading loyalty programs in North America and around the world.
The firm is also a new partner for “Let’s Talk Loyalty”, so we were delighted to meet two of their top executives for a masterclass in loyalty marketing, with a truly global perspective.
This episode features Aneesh Reddy and Jim Sturm, and shares the latest loyalty strategies, global industry trends, and best-in-class brand examples of successful loyalty programs at scale.
Show notes:
1) Capillary Technologies
2)Aneesh Reddy
3) Jim Sturm
Anita Toth describes herself as “Chief Churn Crusher” for her clients, specializing in programs to help brands understand the true voices of their customers.
In this discussion, she shares with us her passionate belief in the importance of senior executives dedicating time to listening to customers consistently firsthand.
She explains the limitations of customer surveys, and how brands now, more than ever, need to invest time and resources to truly hear the voices of their customers.
Show Notes:
1) Anita Toth
2) Anita Toth Inc
Bilt Rewards is the world’s first rewards program that lets you earn loyalty points for your rental payments, so we were delighted to meet Dave Canty, Director of Loyalty and Partnerships about this innovative proposition.
In this short summary episode, we look back on how the program was launched in June 2021, with the mission to reward those who rent their home in the US for simply paying their rent on time, while also supporting them long term if they aspire to becoming home owners.
Listen to learn the key insights from this impressive loyalty program, rewarding on-time rent payments.
Show Notes:
1) Bilt Rewards
2) Dave Canty
3) Ankur Jain
How well do you optimize your email campaigns to drive your customer loyalty?
In this episode, we are joined by Sondre Wassås, Partner atCPM Analytics, who has run loyalty programs for some of the best- known retailers in Scandinavia.
Sondre believes it's increasingly important to move beyond the basics of personalization, segmentation and A/B testing and find powerful new ways to optimize your loyalty programme newsletters using the latest analytics.
Listen to hear Sondreexplain his innovative approach to analysing email newsletters, to find insights that can drive dramatic improvements in your email marketing campaigns.
Show Notes:
- Sondre Wassås
2. CPM Analytics (Norwegian Home Page)
3: Smarter Email Insights (In English)
Today we are hearing from the iconic "Fuel Rewards" program from Shell in North America.
With almost 30 million members, and over 12,600 fuel stations nationwide, Shell’s award-winning “Fuel Rewards” program continues to remain relevant and compelling for American motorists, with a core proposition based on cents-per-gallon savings.
To celebrate their ten-year anniversary, Shell’s Fuel Rewards program recently launched 10 months of exciting new ways to save, and also new ways to win.
Listen to this episode to hear all about the latest from Shell's Chris Suess, Head of Loyalty and CRM, and Ebru Ak, US Loyalty, and CRM Co-ordinator.
Show Notes:
1.) Shell "Fuel Rewards"
2.) Chris Suess, Head of Loyalty
3.) Ebru Ak, US Loyalty, and CRM Co-ordinator
Livelo is the leading loyalty and coalition marketing services provider in Brazil, and this short show summarises its secrets to success.
Livelo is now one of the fastest growing and more profitable companies in the country, so listen to hear Daniel Pagano share how the power of a structured and strategic approach can be used delight customers and merchants alike.
Show Notes:
1) Daniel Pagano
2) Livelo
3) Let's Talk Loyalty with Livelo - Episode 133
Ulta Beauty is the largest beauty retailer in the United States, operating over 1,300 stores across 50 states.
With over 38 million members, their "Ultamate Rewards" program is one of the key drivers of their continued success.
This industry-leading loyalty program is enjoyed and appreciated by customers and company executives alike, so in today's episode we were delighted to learn about it from Nicole Bernhardt, the Head of Ultamate Rewards.
Listen to hear Nicole share the importance of understanding the consumer to deliver a meaningful loyalty program, as well as the value of engaged field associates to drive their loyalty program adoption.
Show Notes:
1.) Ulta Beauty
2.) Nicole Bernhardt, Head of Ultamate Rewards at Ulta Beauty
3.) Ultamate Rewards
4.) Ulta Beauty at Target
Today's episode showcases a healthtech idea that is taking the world by storm!
It sounds too good to be true, but Sweatcoin’s business model is based on rewarding its users simply for walking.
The app leverages the power of instant gratification to create consistent behavior change at truly extraordinary scale, and driving longer term health benefits.
Jessica Butcher joins "Let's Talk Loyalty" to share the secrets of the success of the Sweatcoin app, and what they are calling the Sweat Economy, which is the world’s first crypto-currency minted by movement!
Listen to hear how this idea uses the principles of commercial loyalty programs to drive behaviour that promises to make us all both healthier and wealthier.
Show Notes:
1.) Jessica Butcher, Acting Chief Marketing Officer, Sweat Economy
2.) Sweat Economy
Shopping mall loyalty programs are notoriously difficult to create successfully, with diverse needs across merchants, mall operators, and shoppers.
The Galerija Belgrade Mall, which opened in late 2020, and its loyalty programme "Moj Beograd" seem to be doing exactly that.
Listen to this short summary show to learn all about how this luxury shopping mall developed and funded their loyalty program in a way that's delighting all of the stakeholders involved.
Show Notes:
1) Vanesa Jovanovic
2) Chayya Bassi
3) Galerija Belgrade
4)Let's Talk Loyalty Episode 131
Ralph Browning recently joined our friends in Epsilon as their Business Development Director for the EMEA region.
Ralph has been building loyalty programs and propositions for over twenty years, and he joins me today to share some of the latest fascinating case studies and trends he’s seeing in our industry.
In our discussion, Ralph showcases some exciting ideas that have been launched recently by some of Epsilon’s clients. including the latest innovation in FMCG loyalty, with Kelloggs as one iconic industry leader that’s creating compelling new concepts to connect with their end customers.
Ralph also shares the strategies he believes are important to drive loyalty in 2022, and the increasing importance of connecting with consumers in meaningful ways to drive your brand loyalty.
Show Notes:
1.) Ralph Browning, Business Development Director EMEA
2.) Epsilon
The MOL Group is a leading oil and gas company operating across Central and Eastern Europe, headquartered in Hungary, with operations in over 30 countries and over 25,000 employees.
István Mag, is Head of their Digital Lab, and he joins this episode to share how the MOL Group is transforming itself from a traditional fuel retailer to a digitally-driven consumer goods retailer.
The business has incredible plans to expand to new categories, led by loyalty as the platform on which their expansion plans can be realized!
Listen to hear this incredibly impressive story of loyalty in central Europe with the MOL Group.
Show Notes:
1.) István Mag
2.) MOL Group
3.) MOL Group expands footprint and convenience expertise in CEE
4.) MOL’s New Concept in Croatia
5.) MOL builds a digital marketing platform to fuel revenue growth and customer loyalty - IBM case study
6.) MOL Group puts innovation in the fast lane with Salesforce
7.) Dealing with a Digitally Disrupted World – with MOL Group and Jiffy
The "Young Warriors" movement was created to leverage loyalty mechanics for a social cause rather than a commercial one.
They created a social currency that recognises those who are taking action to educate, inspire and reassure their communities how best to protect themselves and their families against Covid-19.
This short summary show explains how Unicef's "Generation Unlimited" is harnessing Whatsapp to share knowledge and drive the maximum impact against the Covid pandemic.
Show Notes:
1) Young Warriors
2)Madan Padaki
3)Full Interview with Madan Padaki
Today's episode of "Let’s Talk Loyalty" features an award-winning Australian loyalty programme, called Childcare Saver.
This year-old programme leverages the power of partnerships, community, and operational excellence to deliver a simple yet compelling proposition, focused on helping parents reduce the cost of their childcare.
Paula Thomas hosts todays show, and she is joined by Gary Carroll, the CEO and Managing Director of G8 Education Ltd which owns this programme, as well as Kristie Atkins, Managing Partner at Wink who operate it.
Together, they share the story of how Childcare Saver came about, the difference it is making for Australian families, and their vision and goals for the future.
Show Notes:
1.) G8 Education features on shortlist for ninth annual Loyalty & Engagement Awards 2022
2.) Childcare Saver: Shop. Earn. Learn
3.) Childcare Saver
4.) Gary Carroll, CEO and Managing Director of G8 Education Ltd
5.) G8 Education Ltd
6.) Kristie Atkins, Managing Partner at Wink
7.) Wink
This exciting episode features the author of a fascinating book called “Actionable Gamification” by Yu-Kai Chou.
Yu-kai is one of the earliest pioneers of gamification and is a regular keynote speaker and lecturer on gamification at organizations including Stanford University, Google, Tesla, and Boston Consulting Group, among others.
Yu-Kai's insights came from many years as a gamer and realizing the strategic value that the best games offer to their players.
His “Octalysis Framework” has become the bible for many brands who aspire to the extra-ordinary levels of engagement that true gamification can achieve.
Listen to enjoy this masterclass in gamification and how it applies to us as loyalty marketing professionals.
Show Notes:
1.) Yu-kai Chou
2.) Octalysis Framework
3.) Get the Actionable Gamification book by Yu-kai Chou here
4.) Metablox
"The Loyalty Report" features loyalty research with tens of thousands of consumers in North America, so this annual research report is a huge help for our industry to learn from.
Today I share the top insights shared from my 2021 interview with Phil Rubin, who explained their latest loyalty learnings, such as the increasing importance of being loyal to your customers (rather than simply expecting it from them).
Show Notes:
1) Phil Rubin Interview on The Loyalty Report 2021
2) Phil Rubin
3) Bond Brand Loyalty
4) Let's Talk Loyalty Episode#255: The Loyalty Report 2022
Adore Beauty is Australia's number one pure-play online beauty retailer and operates as a publicly listed company on the Australian Stock Exchange.
As Head of Loyalty and Retention at Adore Beauty, we are joined once again by Miranda Bliss, who describes herself as someone with “loyalty in her blood” and is incredibly proud to have designed and launched the first ever loyalty programme for Adore Beauty customers.
As the program continues to prove itself as a strategic pillar for the business and support its continued growth (despite the roller-coaster caused by the global pandemic), we were delighted to hear the latest benefits that the Adore Beauty team have launched for members of Adore Society, focusing on relevant, educational content as well as some luxury prizes for some extra inspiration.
Show Notes:
1.) Miranda Bliss, Head of Loyalty and Retention
2.) Adore Beauty
3.) Miranda's Pitch to the Australian Loyalty Association Board: ALA Young Members
4.) Adore Society
5.) Five keys to unlocking a successful loyalty program
6.) Beauty IQ
Pieter Twine is the General Manager of the "MySchool MyVillage MyPlanet" loyalty programme, based in South Africa.
It is an internationally recognised loyalty programme with multiple awards at the International Loyalty Awards & in the South African Loyalty Awards.
Pieter himself is a judge at the International Loyalty Awards and has worked on the MySchool programme from the early years until now, as it celebrates its 25th anniversary.
It is a multi-partner programme but with a difference in that rewards only go to educational, charity, environmental, or animal beneficiaries, not the members themselves.
Over USD 56 million is given to such causes triggering both emotional and transactional loyalty results for the merchant partners invested in the programme.
Show Notes:
- Pieter Twine, General Manager
- MySchool MyVillage MyPlanet
Today we're summarising what we learnt from business coach Jon Dwoskin, who shared his insights on how to drive customer loyalty and connection using content.
Brands are increasingly realising the power of both audio and video content as tools to build customer loyalty, alongside the loyalty programmes our industry typically manages, so we discuss how adding new communication formats such as the human voice can create compelling connections with customers.
Show Notes:
1) Jon Dwoskin
2) Full interview with Jon Dwoskin
This episode showcases an innovative crypto-based rewards option that's focused on loyalty programmes in the travel and hospitality sector.
Flycoin is a new, trade-able, digital currency which can be used to reward members with an asset they control – offering a truly web 3.0 approach to driving customer loyalty.
Joining "Let's Talk Loyalty" to discuss this is Lenny Moon, CEO of Flycoin - so whether you’re a crypto fan, a crypto sceptic – or just trying to understand the potential for crypto-currencies in our industry, you will enjoy today’s conversation.
Show Notes:
1) Lenny Moon
2) Flycoin
Today’s episode features another retail success story, this time from a much-loved Dutch brand called HEMA.
With an incredible heritage of almost 100 years, HEMA's approach to business showcases some of the key principles that drive customer loyalty – values like simplicity, consistency and fairness.
Joining today’s show to share her insights on how this retailer earns so much customer loyalty from its customers is Karlijn Van Den Berg, HEMA's Loyalty & CRM Manager, based in the Netherlands.
Show Notes:
1) Karlijn Van Den Berg
2) HEMA
The Loyalty Science Lab works with loyalty industry leaders to identify and research commercially important concepts that drive loyal customer behaviour.
Today's short show summarises some of our key learnings from our interview with Professor Yuping Liu-Thompkins who creates and publishes her loyalty research in top marketing and advertising journals.
Listen to learn some of the exciting insights from her research, which will be fascinating to anyone working in the industry.
Show Notes:
1) Yuping Liu-Thompkins - Founder & Director of Loyalty Science Lab & Professor of Marketing, Old Dominion University
2) Loyalty Science Lab
3) Full interview with Yuping Liu Thompkins
Today’s episode of Let's Talk Loyalty features another huge US retail success story!
“Floor and Decor” is one of the country’s leading flooring retailers and it has also been recognized as one of Fortune’s 100 fastest-growing companies.
We are joined by Matt Goldberg, who shares with us the insights behind the Pro Premier Rewards program – a loyalty strategy that has been designed to deliver powerful benefits to their community of flooring professionals nationwide, with a vision of continually growing their share of wallet with this key segment.
Listen to enjoy a masterclass in the pillars needed to drive emotional loyalty in the intensely competitive retail sector for home improvements.
Show Notes:
1) Floor and Decor
2) Pro Premier Rewards
3) Matt Goldberg
Today's episode features an award-winning loyalty program for people who value an exceptional night’s sleep!
Sleep Number is a 35-year-old retail brand that achieved revenues in excess of $1.85 Billion in 2021. The company operates over 650 stores in 50 states in North America, and seems to be going from strength to strength!
In this episode we discuss their Inner Circle Rewards program and its role driving customer advocacy.
Our guest is Lisa Erickson, Sr. Director of CRM and Loyalty, who shares her vision of leveraging loyalty to create an army of advocates, using gamification, social sharing, and digital and traditional channels to connect with her members and help them live their best lives, by helping them enjoy a great night’s sleep.
Show Notes:
1) Sleep Number
2) Inner Circle Rewards
3) Lisa Erickson
The Greenbacks Loyalty Programme has evolved as a powerful way for Nedbank to reward its complete banking relationships with its customers.
In this short summary show, I'm summarising my interview with Dharmesh Bhana, who is leading the evolution of their compelling loyalty proposition, focused on benefitting all stakeholders.
Whether it's to help customers manage their money better, reward responsible borrowing or build excitement and engagement at key moments in customer's lives, this loyalty programme rewards banking customers in fun, friendly and compelling ways.
Show Notes:
1) Dharmesh Bhana - Executive: Loyalty & Rewards
2) Nedbank
3) Greenbacks
4) Full interview is available here
Today’s episode of Let's Talk Loyalty features an exciting announcement about how we’re growing the show now that we're three years old and all grown up!
Let's Talk Loyalty was launched in August 2019 and has gone from strength to strength, sharing compelling content three times a week.
This show explains the new way we will be bringing you even more exceptional content.
Joining today's episode to announce this new partnership is Amanda Cromhout, Founder and CEO of Truth, an international loyalty consultancy firm, based in Capetown, South Africa.
Show Notes:
1) Amanda Cromhout
2) Truth
"Beyonde" is a customer experience consulting firm based in Sydney Australia, with a single-minded focus on identifying, evaluating, and implementing the best global solutions to create compelling loyalty concepts.
This episode features the latest customer strategy and inspiring loyalty propositions that the Beyonde team are exploring.
Listen to hear Managing Director Simon Rowles talks about data – no longer as “the new oil” but as an even more powerful and profitable asset now that it is becoming increasingly share-able even despite our increasingly restrictive privacy laws worldwide.
We also hear some incredible statistics around a way to drive customer or employee loyalty using the power of fractional ownership, as well as increasingly important option to allow loyalty members to aggregate their rewards across programmes.
Show Notes:
- Simon Rowles - Managing Director, Beyonde
- Beyonde
- Favourite program : Commonwealth Bank of Australia – Yello : https://www.commbank.com.au/latest/recognition.html
- Yello is a loyalty program (“The end game – you framed it as a loyalty platform – is exactly that,” said Norton-Smith).
- Data is the new "nuclear waste" from David Birch
- Cross Company Customer Data Sharing from Ixup
- Banks launching data sharing services
- Points pooling with Swapi and Bakkt
- Fractional shares as loyalty rewards with Upstreet
- Fractional Carbon Credits as loyalty rewards with BetaCarbon
- Renting instead of buying at an apparel retailer with RNTR
- A secondary market for fashion with Reflaunt
- Carbon Tracking in bank apps with Cogo
- NFTs before they were NFTs – Ben & Jerrys and BlockV
In this short summary show, I review my interview with Mike Atkin, also known as the "Loyalty Guru", in which he shared the framework that he uses to expertly assess any loyalty program against industry best practice.
With any loyalty investment, it's essential to know what's working and what's not, so listen to learn how the "Loyality Check" works, so you can access the same key principles, and understand if your loyalty program is working as powerfully as it should!
Show Notes:
1) Mike Atkin
2) Full interview is available here
Bilt Rewards is an innovative US-based loyalty program that was created in 2021 to make rent more rewarding!
The program is just one year old, yet it has already transformed the home rental industry, by tracking, rewarding and reporting on-time rent payments by tenants, in a way that creates an exciting path to home ownership and offers members ways to earn cheaper travel and plan the trip of their dreams!
We are joined today for a second interview by Dave Canty from Bilt Rewards, who shares the latest developments within the program, both in terms of its core proposition, as well as their latest partnerships with Expedia and Amazon.com.
Join us to hear the latest on this program and its mission to support landlords, tenants, and partners who all benefit by making renting more rewarding.
Show Notes:
1)Dave Canty
2) Bilt Rewards
3) Bilt Rewards Youtube Channel
Today is a short summary show of our interview with Bart Demczuk, Managing Director at Comarch Middle East, who joined "Let's Talk Loyalty" in 2021 to share his perspective on our industry and what key issues were top of mind with his loyalty marketing technology clients in the Middle East region.
Bart shared his insights and expertise on how to best manage the data that we collect on our customers, given the importance of balancing privacy and personalization in a way that customers truly value.
We also discussed the importance of building direct relationships with your customers, as well as Bart's advice on what KPIs are most important for loyalty program managers to measure and manage.
Show Notes:
1) Bart Demczuk
2) #112: Loyalty Challenges and Trends with Comarch’s Bart Demczuk
Adore Beauty has had incredible growth and success in recent years, and is now Australia's top online pure-play beauty retailer.
In 2020, the eCommerce business launched an innovative non points-based loyalty programme called the Adore Society.
With exclusive benefits for each loyalty tier based on member's spend, the Adore Society also focuses on education, compelling content and entertainment for customers, which together which are driving incredible growth and loyalty.
Miranda Bliss is the brains behind this compelling customer-focused loyalty programme, so listen to learn the key insights from their success.
Show Notes:
1) Miranda Bliss
2) Adore Beauty
3) Adore Society
Web 3.0 is of the hottest topics in business right now, but most of us have yet to figure out what the potential could be for these newest technologies within our loyalty programs.
Whether it's blockchain technology, crypto-currencies, the metaverse, or NFT’s, few can figure out whether the opportunities they offer are purely for fun or for real commercial consideration!
Joining me on this show to help separate facts from fiction is Stuart Evans, a Web 3.0 strategy advisor with a passion for understanding these emerging technologies so that he can create concepts that drive loyalty by exciting consumers in ways we haven't seen before.
For all of us working in loyalty marketing, whether you're fully versed in Web 3.0 or not, please enjoy today's conversation with this inspiring thought leader who shares some great ideas to get started playing in the wonderful world of Web 3.0!
Show Notes:
1) Stuart Evans
Today, "Let's Talk Loyalty" meets airline industry thought-leader Mark Ross-Smith, who shares his insights on global airline loyalty programmes – their role, positioning, and potential for greater profits with seemingly plenty more room for growth!
It's a fascinating discussion about innovative ideas to drive customer loyalty, learning from both the gaming industry as well as strategies that have been adopted by some leading airlines with great success.
We hear some fascinating recent valuations of airline loyalty programs compared to the values and margins earned by the airlines who own them. Mark then shares some challenging ideas about the commercial positioning of each business in the post-pandemic world of aviation, and whether loyalty leaders should have a seat in the boardroom and why.
Show Notes:
1) Mark Ross-Smith
2) StatusMatch.com
3) traveldatadaily.com
4) Digital Driving Growth in KFC China
5) Measuring Loyalty – Tracking passengers who fly with competing airlines
How can a financial services firm like Old Mutual compete against a powerful market leader, in an industry that consumers often find confusing and expensive!
The answer is by adding incredible value and being loyal TO members, so that they learn to trust your brand, even before they need to buy your products.
In this short summary, learn the ideas and insights that are driving growth, connection, and financial wellbeing with Old Mutual's members and customers.
Show Notes:
1) Brett Cameron - Head of Rewards, Old Mutual
2) Old Mutual
3) #106:Intense Competition Driving Loyalty Innovation by South Africa's Old Mutual
Today’s episode features key insights from the industry's best-known research report that’s produced every year by Bond Brand Loyalty.
Featuring insights from more than 39,000 consumers in eleven markets including North America and Europe, it includes consumer loyalty feedback on over 750 consumer brand programs in 15 industries.
This episode features Alie Donnelly and Sean Claessenfrom Bond Brand Loyalty, who share their initial insights that have just been published in the first post-pandemic version of “The Loyalty Report 2022”, and their “Pathways to Growth Guide”.
From the importance of how brands are addressing societal issues through to the ongoing fundamental shift in consumer’s expectations of the loyalty programs they engage with, today’s conversation highlights the important issues, ideas, and innovations that are proving essential to drive consumer loyalty in 2022 and beyond.
Show Notes:
1) Bond Brand Loyalty
2) Alie Donnelly
3) Sean Claessen
4) "Pathways to Growth Guide"
5) “The Loyalty Report 2022” Press Release
Today's episode discusses the increasing need for customer loyalty in the railway industry for the first time!
Renfeis the leading train company in Spain, carrying over 500 million passengers a year and at 80 years old, they are facing new challenges as a business, with increasing competition not only from cars and flights as in the past, but also now from two new rail operators.
Our interview is with Javier Marin Martinon, Chief Commercial, Loyalty, and Customer Officer, who shares some great ideas that Renfe has already launched for members of its loyalty program – designed to be simple and exciting to understand even when they are sometimes quite difficult behind the scenes to deliver!
A great case study and an example of how to learn about loyalty from other industries to create compelling strategies for your own business needs.
Show Notes:
1) Javier Marin Martinon, Chief Commercial, Loyalty, and Customer Officer
2) Renfe
3) Más Renfe
This short summary explains how a better understanding of the psychology of human beings can help us design better loyalty programmes!
Dr. Anil V. Pillai offers some interesting insights on what needs most people are seeking to satisfy when they join our programmes, and key factors to how successfully we deliver on that.
This episode showcases key ideas that often get forgotten along the way when we design our loyalty journeys, often becoming increasingly complex to satisfy multiple business needs, rather than designing them as human beings prefer - with speed and simplicity in mind.
For anyone interested in the neuroscience of either business or loyalty, listen to learn some key ideas to help engage your customers.
Show Notes:
1)Dr. Anil V. Pillai
2)#102: The Science & Psychology of Human Engagement for Customer Loyalty
Few industries have been as dramatically affected by the internet as the publishing industry, when free news and the instant availability of global information online became a threat to the entire business model for newspapers. And yet, despite the disruption, trusted brands like the Irish Times have managed to re-invent themselves and survive, and it was also an industry that benefitted from the impact of the Covid pandemic, as readers increasingly sought information they could trust.
Quality news, exclusive content, and insights from diverse contributors are just some of the important ideas shared by today's guest. Cliona Mooney who is the Director of Subscriptions and Reader Insights for The Irish Times.
Cliona shared with us their current approach, and some of the initiatives that are proving popular and powerful with readers as The Irish Times continues to focus on growing and retaining its base of subscribers.
Show Notes:
1) Cliona Mooney Subscriptions and Reader Insights Director
2) The Irish Times
One of Canada's best kept secrets, Northland Properties is a family business that operates an impressive portfolio of businesses including restaurants, resorts, sports teams and hotels!
In 2021, the Sandman Hotels within the Group completed a dramatic digital transformation of their loyalty program, and in this episode, I'm joined by Fiona McFaul, the Vice President of Marketing and Loyalty for the Sandman Group who shares their journey one year on from launching their RSVP Rewards program.
Show Notes:
1) Fiona McFaul, Vice President of Marketing and Loyalty for the Sandman Group
2) Sandman Hotels
3) Sandman RSVP Rewards program
This episode celebrates the 250th episodes of Let's Talk Loyalty!
The Star Alliance is an extra-ordinary example of how global partnerships can be created to ensure a compelling, consistent and seamless experience for airline customers and earn their loyalty.
Listen to learn the highlights of my interview with the Star Alliance Group Director of Loyalty, Renato Ramos who shares some superb alliance loyalty insights, including some ideas on how airline loyalty programs might evolve in the post-pandemic world.
Show Notes:
1) Renato Ramos
2) Star Alliance
In today’s hyper-competitive environment, telecommunications companies around the world are increasingly looking to customer loyalty mechanics to grow and succeed.
Etisalat, headquarteredin the UAE is the most valuable brand across all consumer categories in the Middle East and Africa, with a market valuation of over $41b.
The Group recently rebranded to e&as part of its strategy for constant evolution and innovation, which includes a long and impressive history of developing propositions focused on driving customer loyalty.
In today's podcast, Let's Talk Loyalty is joined by Antonio Ricciardi, SVP Consumer Intelligence & Engagement at Etisalat by e&, who's responsible for leading their Smiles Program, and he shares their learnings as they evolve from simple loyalty concepts to become a compelling consumer marketplace achieving even greater customer engagement and loyalty.
Show Notes:
1) Antonio Ricciardi SVP Consumer Intelligence & Engagement at e&
2) Etisalat by e&
3) e&
4) Smiles Program
Verizon is one of the largest telecommunications companies in the United States and is of course a huge company with a huge customer base to retain in an extremely competitive industry.
Its loyalty program called "Verizon Up" has won multiple loyalty awards so we were joined by Lisa Routel, Verizon’s Marketing Strategy Lead to learn all about it.
Lisa shares the latest propositions she’s building to keep Verizon customers engaged as well as some insights from her earlier career in loyalty with leading brands like Jaguar.
Show Notes:
1) Lisa Routel
2) Verizon
3) Verizon Up
This episode is a summary of some of my favorite ideas that have exciting potential for loyalty marketing professionals.
From Whatsapp as a messaging platform, to the power of a voice marketing strategy and my all-time favourite - payment-led loyalty.
This short show summarises superb insights from Lisa Brightwell, the founder of one of the UAE's top loyalty agencies, who shares how these powerful tools can be used to differentiate your brand in this era of dramatic changes in consumer behaviour.
Listen to hear the power and potential of these tools that you can use to connect with your customers.
Show Notes:
1) Let's Talk Loyalty with Lisa Brightwell - Episode 98
2) Lisa Brightwell
In many ways, today's loyalty landscape looks a lot like it did 40 years ago! So why is that? And how can businesses truly win over their customers' hearts and minds to excel in today’s fiercely competitive world? The answer lies in a relentless focus on consistently caring for those customers more powerfully and more authentically than ever before.
Loyalty is more than just a focus on the transactional management of your relationships.
It starts with companies being loyal to customers first, while also fully supporting their people and their investors as equal stakeholders through these increasingly turbulent times.
This is one of the ways that the loyalty industry can become ‘unstuck’, according to today's guest. Phil Rubin, founder of Grey Space Matters, has more than 25 years’ experience driving growth for premier global brands and he joins me today to share his latest ideas that stakeholder capitalism and profitable business practices can be a force for good.
Show Notes:
1) Phil Rubin
2) Grey Space Matters
Tupperware is truly a household name with consumers around the world, famous for its innovative food storage and preparation containers.
The brand has recently realised the power they can harness by investing in a professional loyalty strategy to connect with its consultants, retail partners and of course consumers.
This episode of "Lets Talk Loyalty" shares the story and insights of loyalty expert Fernando Jimenez who has recently taken on this fascinating new role, designing a loyalty program for Tupperware products in Mexico.
Listen to learn from his impressive loyalty background in the airline sector and his approach to this new project.
Fernando is also my first guest from Mexico so I hope you enjoy listening to this exciting episode.
Show Notes:
- Fernando Jimenez
- Tupperware
- Tupperware Brand México
- #187: Microsoft Rewards - Insights and Ideas
In this summary episode, we discuss our key learnings from our conversation in early 2021 with the CEO of IAG Loyalty Limited, the company that operates "Avios" - the loyalty currency of the five airlines of the IAG airline alliance.
Adam Danielsshared some of the extraordinary changes in consumer behaviour that evolved as a result the global pandemic, with dramatic increases in non-travel engagement such as online shopping, and the success of new propositions driving emotional loyalty at this particularly challenging time for all airlines and their loyalty programmes.
Show Notes:
1) Adam DanielsChief Executive Officer
2) IAG Loyalty
3) #96: IAG Loyalty Shares New Trends including eStore, new Banking Propositions and Employee Loyalty
Sustainability is both an urgent and an important focus for businesses, and one that loyalty marketers can play an important role in supporting. But how?
In today's podcast, we're joined by Isobel Finlayson, Sustainability Lead for Mando Connect to share their ideas, insights, research and suggestions on practical ways that loyalty marketers can help.
We showcase some examples of global best practice in sustainability led by loyalty professionals, with examples in both retail and aviation, and we discuss eight specific tactics you can consider implementing to leverage the power of your loyalty programme to address this critical concern for both consumer and companies alike.
Show Notes:
- Mando Connects
- Isobel Finlayson
- Mando Connect’s White Paper Download
- Sustainability article and exclusive research for The Wise Marketer
- Mando Connect’s Million Tree Pledge
Not enough time and attention is devoted to understand the incredible value that loyalty programmes are driving indirectly for organisations – building the brand in less obvious ways than we typically measure when we’re calculating the ROI of our initiatives.
But yet, these indirect benefits can be extremely valuable in the ways they impact the buying decisions that customers make!!
This is a key insights from today's conversation with Collin Larijani who has over12 years of experience working with Epsilon, building solutions across all marketing domains.
Collin joined me today to reflect on some of the top trending topics that are emerging from the “loyalty labs” that Epsilon is running across APAC, including the power of both zero party data and first party data for organisations.
Collin also shares his belief that loyalty professionals are perfectly positioned to lead within their organisations – using the power of their data, customer focus, and insights to become more visible and more helpful as both the heart and mind of the business.
I hope you enjoy listening to my conversation with Collin Larijani from Epsilon!
Show Notes:
- Epsilon
- Collin Larijani
- Let's Talk Loyalty with Epsilon: Complimentary Loyalty Lab
Payback is widely respected as one of the most innovative companies in Germany, with over 80 million members in six international markets and an impressive redemption rate of over 95%!
In this short show, we summarise the highlights of our interview with Payback's CEO, Bernhard Brugger, showcasing their remarkable achievements over the last 20 years.
Learn how Payback grew from a simple multi-partner program to its current positioning as a global marketing technology and services company.
Show Notes:
- Payback
- Bernhard Brugger
- #94: Global Coalition Loyalty Insights with Payback's CEO Bernhard Brugger
In the Asia Pacific region, pioneering brands lead the way for digitally-demanding consumers by personalizing their experiences using big data and artificial intelligence.
Dan Cantorna, Vice President of Data, Insights, and Technology for Collinson in Asia Pacific, joins us in this episode to share his fascinating insights on some of the digital and loyalty innovations emerging from the region.
With so many global brands looking to Asia to understand the consumers of the future, this conversation offers an insight on what to expect from loyalty members and the consumers of the future.
Show Notes:
- Dan Cantorna
- Collinson
Yuu Rewards is a leading loyalty program launched in Hong Kong in 2020 which prides itself on its innovative digital-first strategy.
Created initially as a coalition programme, Yuu Rewards has proven to be a compelling proposition for the digitally-savvy consumers that Asia is renowned for.
Now two years old, I’m today joined for a second conversation about Yuu Rewards by COO Mark Sage, who explains how the programme has grown, offering compelling new services, and is now firmly established as a market-leading super-app with numerous new and exciting benefits to users – such as industry-leading ecommerce capabilities at its core.
In this conversation, we also discuss the power of collectibles as a tool to build consumer loyalty and engagement both online and offline.
Show Notes:
- Yuu Rewards
- Mark Sage
- Yuu To Me
- Yuu To Me Ad
- #61: Yuu Rewards, Hong Kong's New Coalition Programme
Time Stamps:
02:29 - Mark’s favorite loyalty program
05:43 - The most significant change in recent months.
09:40 - Yuu Rewards' technical evolution journey over time.
19:35 - Using collectibles to engage consumers both online and offline
33:20 - Mark's thoughts for future industry trends
In January 2020, Google announced that it would no longer support third-party cookies for users of the Chrome browser.
What sounded like a massive challenge for marketers who've relied on them for many years, may in fact result in incredible growth and opportunity for loyalty marketers.
In today's short summary episode of Let's Talk Loyalty, we review our conversation on this huge topic with Elliott Clayton, Senior Vice President of Media for Epsilon in the UK.
Elliott explained why it is such an exciting time to work in loyalty marketing, and how loyalty marketers can help their brands embrace the cookie-less future.
Show Notes:
- Epsilon
- Elliott Clayton
- #92: The Increasing Importance of Loyalty in a Changing Media Landscape with Epsilon
Del Taco is the world's second-largest Mexican fast-food restaurant chain, and its loyalty program is playing a vital role in its popularity and growth.
In this episode of Let’s Talk Loyalty, Erin Levzow joins us to share her industry-leading insights and ideas from their "Del Yeah!" program which has already won prestigious awards - including B2C app of the year and the Gold Award for Loyalty Strategy.
Learn how Del Taco has created such a compelling mobile app featuring Del Yeah! Rewards to truly attract and retain its customers.
Show Notes:
- Del Taco
- Del Yeah! Rewards
- Erin Levzow
Time Stamps:
03:00 - Erin’s favorite Loyalty Program
10:15 - Del Taco's Context
11:22 - Del Taco’s Loyalty Program Concept
17:30 - Membership figures for Del Taco’s programs
18:34 - Pareto Principle perspectives
22:40 - Erin's knowledge gained while working in Las Vegas
31:03 - Replatforming Del Taco’s program
34:53 - Del Yeah Rewards' future priorities
40:15 - Del Yeah Rewards Perspective on Metaverse
David's Bridal is a US-based retailer that specializes in wedding gowns, prom gowns and formal wear, and offers an extraordinary collection of beautiful outfits for all of life's magical moments.
Already operating over 300 store locations in various countries as well as online, in 2020, David's Bridal stores created an industry first with the launch of their Diamond loyalty program, designed to leverage the buying power of the bride's family and friends to help the happy couple earn a honeymoon of their dreams!
Kelly Cook, EVP, Chief Marketing and IT Officer for David's Bridal, joins us on this episode to explain this genius idea, the insights that inspired it and its incredible performance so far.
Show Notes:
- David’s Bridal
- Diamond Loyalty
- Kelly Cook
As one of the most exciting loyalty markets in the world, South Africa boasts plenty of compelling concepts and innovative ideas - and this summary show discusses one of the most exciting to date!
Ros Netto, Customer, CRM & Loyalty Specialist and Head of Customer Care for Real Foods Group in South Africa, shares her insights from the launch of South Africa's first restaurant and fast-casual dining subscription program for their market-leading chain called Kauai.
Listen to learn some of the challenges and solutions they learned in this short summary episode of Let's Talk Loyalty.
Show Notes:
- Ros Netto
- Real Foods Group
- Kauai
- #90: Subscription Innovation Driving Restaurant Loyalty in South Africa
Sheetz Inc. is one of North America's fastest-growing convenience store chains, already operating over 600 locations.
In this episode of Let’s Talk Loyalty, we were delighted to share the impressive role that loyalty initiatives play in Sheetz business strategy, in a conversation with Director of Brand Marketing, Nicole Auman .
Nicole discusses some of the company's recent major insights and achievements, including a new subscription service, her insights on the compelling role that their app is playing as a direct digital connection to their customers and of course, their store teams who serve as ambassadors of the program with customers.
This episode is packed with insights on how Sheetz is driving its business forward by leveraging technology and data to delight its members.
Show Notes:
- Sheetz
- Nicole Auman
Etihad Guest is a world-leader in airline loyalty, renowned for delivering innovative ideas that delight members in unexpected ways!
In today's episode, Let's Talk Loyalty is joined once again by Kim Hardaker, Managing Director of the Etihad Guest Programme, who shares the latest ideas and insights from one of the travel industry's leading reward programs.
Their recent campaigns include a proposition to support the airlines sustainability goals, and a "world-first" idea that celebrated the reopening of Australia's borders post-pandemic.
Listen to enjoy another episode jam-packed full of thoughtfulness and innovation.
Show Notes:
- Etihad Guest
- Kim Hardaker
- Etihad Guest Miles
- Miles On the Go
- Conscious Choices
The global Covid crisis challenged many businesses to the brink of survival, especially in the travel industry.
Across airlines, hotels, hospitality and duty free, with global travel volumes almost non-existent, these travel companies were challenged to innovate in ways they may never have imagined before.
Lagardère Travel Retailsaw the pandemic as an incredible opportunity to create compelling new channel with their customers, creating an entirely new sales and marketing approach that their customers loved!
In this short episode, we summarise what we learned from Chief Executive Officer Eudes Farbe, and Chief Information Officer, Adam McCarthyto understand their unique, world-class solution in the absence of duty free customers in their airports across China.
Listen to learn how Lagardère created such significant value using their loyalty program and leveraged China's unique digital eco-system to achieve a profitable new route to market that has proven to be pandemic-proof.
Show Notes:
- Lagardère Travel Retail
- Eudes Farbe
- Adam McCarthy
Sonder Media is a consulting firm that specializes in identifying, valuing, and optimizing the media value of loyalty programs, and in today’s episode, Jonathan Hopkins and Angus Frazer, co-founders of Sonder Media, share their expertise and insights on this high margin opportunity.
We discussed the power and potential profitability of using the unique assets, permissions and insights from your loyalty program as a media business, an increasingly popular idea being considered by program owners in order to increase their returns on their loyalty program investment.
Join us for a discussion about both the challenges and the potential of this big idea, and how you can explore building a media business in a way that continues to meet the needs of your members and your brand and potentially also with advertising partners.
Show notes:
- Sonder Media
- Jonathan Hopkins
- Angus Frazer
Time Stamps:
02:46 - Favorite Loyalty Program
05:12 - How does owned media can measure and obviously increase the return on investment of loyalty programs.
11:38 - How to Identify the best way to monetize owned media without compromising core business objectives
14:41 - What are the particular loyalty programs or sectors and categories that are working for this opportunity with owned media?
18:30 - Brands Sonder Media worked with
20:35 - Understanding the Value of Owned Media
25:12 - What other types of opportunities for value and attention should we consider?
27:20 - The Opportunity of Brands for Media
When it comes to loyalty programmes in the UK, the gold standard programme that consumers say they love the most is often the Boots Advantage Program.
2022 marks the 25th anniversary of this iconic programme, so "Let's Talk Loyalty" was delighted to be joined by Hollie McLellan, Head of Customer Marketing and Loyalty for Boots UK, to discuss the company's latest innovations and initiatives.
Join us to hear this masterclass in loyalty marketing, showcasing their new "Beauty Club" which features content marketing as a new loyalty driver, as well as their new "Price Advantage" proposition, and their exciting tests with gamification and subscription strategies.
Boots UK is truly an iconic retail brand so don't miss this exclusive opportunity to learn how their Advantage Program is changing and innovating for the future.
Show Notes:
- Boots UK
- Boots Advantage Program
- My Beauty
- Boots X
- Hollie McLellan
Time Stamps:
03:26 - Hollie’s Favorite Loyalty Program
07:18 - History of the Advantage Program
10:07 - Approximate numbers of members of Boots Advantage Program in the UK
11:12 - Points reward elements
12:52 - How staff embrace and execute the program very well
14:39 - My Beauty
17:58 - Contents as a big part of the future
24:19 - Price Advantage Proposition
35:18 - What we can expect coming up next with Boots
“To make the customer fall in love with the brands.” This is how Alejandro Gonzalez Saul, CEO of Puntos Columbia described the purpose and goal of this market-leading loyalty program operating as a coalition in Colombia.
In this short summary show, "Let’s Talk Loyalty" looks back on a fascinating conversation with the true loyalty market leader in Colombia to understand its impressive proposition and performance.
Listen to learn some of the secrets that Alejandro shared that drive the incredible success of "Puntos Colombia" in the South American market.
Show Notes:
- Alejandro Gonzalez Saul
- Puntos Columbia
-
86: Coalition Loyalty In Columbia with Puntos Columbia
The International Airline Group is one of the world's largest airline groups, formed by the merger of British Airways and the Spanish Airline Iberia. Prior to the COVID-19 pandemic, it flew to 279 destinations and carried approximately 118 million passengers per year.
IAG created a new unified loyalty currency called Avios, as well as a dedicated loyalty division that has been operating in various forms for over 30 years.
In this episode, we are joined by the Chief Product Officer of IAG Loyalty, Stephen Scott as we look at some of the big ideas that are engaging members right now, how they are evolving how they earn and spend their Avios, such as card linking and e-commerce, before moving on to emerging concepts that we're all starting to think about, such as NFTs.
Stephen explains how the pandemic impacted customers all over the world and changed their behaviour and use of technology and how IAG Loyalty has focused on achieving a complete digital transformation to support them.
There’s much more on the way as IAG Loyalty continues to expand.
Listen to this conversation and learn what the future holds for the loyalty division of the International Airlines Group.
Show Notes:
- The International Airlines Group (IAG)
- Stephen Scott
- Avios
Time Stamps:
02:42 - Stephen Scott’s Favorite Loyalty Program
06:43 - Consumer's Behavior of loyalty currency with e-stores
12:16 - Avios Card Linking Proposition
13: 57 - Brands with card linking
15:39 - Where is the IAG Loyalty at now?
22:41 - Scott’s Experience with Digital Transformation
25:31 - Avios Digital Transformation journey
28:42 - Cultural Challenge
31:30 - Does the pandemic accelerate the digital transformation?
33:08 - IAG: Hangar 51 insight
36:39 - NFTs in the world of Loyalty
How do you measure and prove the value of your investment in loyalty marketing?
In this episode, we are joined by Brad Macdonald, Vice President of Loyalty Strategy at Epsilon, who shares their approach to assessing the value of brands' investment in their loyalty marketing initiatives with an "a value led approach".
We also announce a partnership with Epsilon together with Let’s Talk Loyalty launching a unique, personalized, and private "Loyalty Lab" every month for one lucky listener to have a chance to have the opportunity to work with Epsilon's experts for an independent review of your loyalty program and come away with some concrete ideas to help it perform better.
Listen to this episode for more information on how to measure and multiply the value of your loyalty program.
Show Notes:
- Brad Macdonald
- Epsilon Loyalty Lab
Time Stamps:
03:12 - Brad’s Favorite Loyalty Program
07:35 - The current landscape for loyalty marketers
11:07 - How Epsilon measures the value of the loyalty program
26:49 - Epsilon Loyalty Lab
In today’s short summary episode of Let’s Talk Loyalty, Paula Thomas looked back on her conversation with Virgin Reds Chief Marketing Officer, Kelly Best who shared exactly how Virgin is prioritising its customers throughout their new Virgin Red Program.
Virgin realised that customers really dislike when their loyalty points expire, so they created a programme where that would never happen!
Another key principle is how Virgin Red ensured its program is accessible to all of its members, creating an affordable and appealing partnerships with dozens of small businesses, supporting them while ensuring rewards were easy to reach for its members.
Listen to this show to learn more about how iconic brand is truly prioritising its customers in its group-wide loyalty program.
Show Notes:
- Virgin Red
- Kelly Best
-
84: Virgin Red Loyalty Programme Launches in the UK
-
195: Virgin Red - The Red Thread Connecting the Virgin Brand Globally
In this episode, Łukasz Słoniewski of Comarch joins Let's Talk Loyalty to discuss the "2022 Global Report on Loyalty Marketing & Rewards Programs," a research report performed by Forrester Consulting in Q1 2022 with 549 loyalty marketing leaders from around the world.
Łukasz shared some of his key learnings from the report, such as understanding the significant difficulties we as loyalty marketers face, the most popular loyalty program benefits being offered in 2022, and their ambitions for the next five years.
Listen to learn from this interesting research on the loyalty marketing business, and how these global experts expect our programs to change in the coming months and years.
Show Notes:
- "2022 Global Report on Loyalty Marketing & Rewards Programs.”
- Łukasz Słoniewski
- Comarch
The winners of the 2022 "Freddie Awards" have just been announced, the awards created to recognise the gold standard in travel loyalty programs worldwide.
The winners of the Freddie Awards are chosen by their members, with millions of customers voting for their favourite programs.
In today's episode of "Let's Talk Loyalty", we are joined today by the founder of the Freddie Awards, Randy Petersen, to learn all about the origins of these awards, who was "Freddie" and of course which airlines, hotels and credit cards were honored with the top awards in 2022.
Show Notes:
- 2022 Freddie Awards Winner
- Randy Petersen
- Freddie Awards
The Loyalty Academy is the world's leading loyalty marketing training platform, run by and for loyalty marketers.
Let's Talk Loyalty is the world's leading podcast for loyalty marketing professionals, with over 200 episodes and over 100,000 plays.
To celebrate the return of the in-person certification workshops in four fantastic locations around the world, Let's Talk Loyalty and The Loyalty Academy teamed up to give one lucky listener the opportunity to attend and win a full scholarship for a Loyalty Academy workshop and become a "Certified Loyalty Marketing Professional" which has already certified over 300 professionals in 29 markets worldwide.
In today's episode of "Let's Talk Loyalty", we're thrilled to reveal the lucky listener who has won this prize.
Show Notes:
- The Loyalty Academy
- Michael Capizzi
Albertsons is one of the largest food and drug retailers in the United States.
In today’s episode, "Let's Talk Loyalty" meets Matthew Stevens, Albertson’s Director of Loyalty Programs and Strategy, who shared how their loyalty program is supporting the dramatic transformation of their business, in direct response to changing consumer behaviours and expectations.
Boasting almost 2,300 retail stores in the United States across multiple brands including Albertsons, Safeway, Shaw’s, Randalls and United Supermarkets among others, this interview with Albertsons showcases a masterclass in retail loyalty strategy and success.
Show Notes:
1) Matthew Stevens
2) Albertsons Companies
3) Safeway 4 U
In today’s episode, Paula was joined by fellow podcaster Iain Pringle, to share what we've each learned in our combined five years of podcasting about our industry.
Like many loyalty professionals, Iain and Paula both love the opportunity to make customers happy, by rewarding them in ways that are also profitable for business.
Listen to learn all about Iain's loyalty background and the role of his podcast as another source of knowledge for loyalty marketing professionals worldwide.
Show Notes:
1) The Loyalty Podcast
2) Iain Pringle
In this short summary episode, Paula Thomas looks back on a fascinating conversation with Evert de Boer, Managing Partner of On Point Loyalty, who discussed how the aviation sector has earned such huge profits from their loyalty programs over the years.
And how their importance grew even further in importance through the global pandemic, offering airlines a stable, recurring source of revenue even though customers were unable to travel, and even challenged the widely-held view that redemption seats are an expense for airlines.
Listen to this short summary to hear the highlights of our discussion with this airline loyalty industry thought-leader.
Show Notes:
1)Evert de Boer
2) On Point Loyalty
3)"Top 100 Most Valuable Airline Loyalty Programs"
4)#82: Global Airline Loyalty Programme Insights with Evert de Boer
In this episode, Adam Posner, joins us to talk about his hugely popular "For Love or Money™ Australia" research report and insights for 2022.
Adam explains key insights from his research and discusses what compels consumers to join a loyalty programme and the "3 Bs" of loyalty: behaviour, belief and belonging. We also talked about generational differences in loyalty preferences, rewards and even currency types.
Whether you are working in loyalty marketing in Australia or elsewhere, these consumer insights offer invaluable ideas to reflect on.
Show Notes:
1) Adam Posner, CEO and Founder, The Point of Loyalty
2) For Love or Money™ 2022 Australia
3) The Point of Loyalty website
The Global Hotel Alliance(GHA) is the world's largest alliance of independent hotel brands, supporting 35 hotel brands with more than 500 hotels across 85 countries, each leveraging the DISCOVERY guest recognition programme to drive loyalty with guests.
This alliance allows small and independent hotels compete with global hospitality brands, while still operating independently and giving consumers the opportunity to earn rewards across their many brands.
In this episode of "Let's Talk Loyalty", we are joined by Kristi Gole, VP, Head of Product at Global Hotel Alliance to hear how this model works and benefits both the brands and consumer members.
Learn how GHA evolved just prior to the global pandemic, and how they responded to the pandemic with "Live Local" offers as well as finding more ways to reward travellers.
Show Notes:
1) Kristi Gole, VP, Head of Product at Global Hotel Alliance
2) GHA's DISCOVERY guest recognition programme
In this short summary episode of "Let's Talk Loyalty", we looked back on an episode from early 2021 when we talked about loyalty programmes as they evolved during the global pandemic, in an insightful conversation with Ashish Sinha, Managing Director of Epsilon APAC & MEA.
While some brands did their utmost to be extraordinarily helpful to consumers in that particularly difficult time, others overloaded their members with offers and deals that they didn't want or couldn't afford to redeem.
Listen to enjoy some unique Epsilon insights on how true customer loyalty can be earned.
Show Notes:
1) Episode #80: Loyalty Trends in APAC by Epsilon's Ashish Sinha
2) Ashish Sinha, Managing Director - Epsilon APAC & MEA
In this episode, James Berry, Commercial Director, Valuedynamx at Collinson shares game-changing concepts he believes are becoming pivotal for loyalty professionals.
James and his team work with brands to create loyalty programmes that are engaging, relevant and increasingly valuable to customers.
In this episode, we discuss the dramatic changes in consumer behaviour, and some of the innovative ways that Collinson have found to connect programs, consumers and merchants in order to ensure loyalty programmes become even more relevant in everyday lives.
We also talk about opportunities working with emerging technologies like NFTs and cryptocurrencies.
This episode will help you understand the latest innovative strategies for post-pandemic consumers.
Show Notes:
1) James Berry, Commercial Director, Valuedynamxat Collinson on LinkedIn
2) Collinson
Today's episode of "Let's Talk Loyalty", features LInkedIn loyalty guru and independent loyalty consultant, Henry Christian.
Henry has many years of experience guiding brands and managing loyalty programmes throughout Asia and talked with us about some of the valuable lessons he has learned over the years.
He shared his insights on the importance of speaking like a CEO, leveraging customer data and how A/B testing can prove valuable instead of making assumptions for members versus nonmembers.
Henry shared strategies for membership retention and acquisition and we also found out a surprising 'favourite loyalty programme' that has never been mentioned before!
Henry also shared a very important principle that loyalty is not a program, it is an outcome to expect from your customers.
Show Notes:
1) Henry Christian, Independent Consultant with HC Loyalty Advisory on LinkedIn
2) LinkedIn Loyalty Post - Speak Like a CEO
In today's short summary show, "Let's Talk Loyalty" looks back on an interview with Suri Singh, Head of Loyalty for Emirates National Oil Company (ENOC) about their digital-only loyalty program that works across their convenience stores, car washes, food and beverage brands, and even their car registration business.
We talked about how ENOC has managed to connect with it's customers given the unique consumer culture in the UAE, and how their loyalty programme has created compelling opportunities for cross-selling across brands, with the power of the customer data they collect.
If you work in loyalty marketing, particularly in retail, and particularly if your brand is thinking of starting a loyalty program, then this episode is definitely a must listen.
Show Notes:
1) Episode #78: Yes Rewards from ENOC - Fuel, Food & Convenience Loyalty in UAE
2) Sury Singh, Head of Loyalty from Emirates National Oil Company (ENOC)
In today's episode, "Let's Talk Loyalty" talks with Kevin Siew, Vice President and Head of Shangri-La Circle, the latest innovation from the Shangri-La International premium global hotel management group.
Shangri-La recently transformed their beloved Golden Circle loyalty program as a powerful direct-to-consumer platform, to include digital marketing, mobile and e-direct capabilities, social media and content development, rewards marketing operations and global brand partnerships.
Hear how they have crafted their latest proposition to further enrich their appeal to travellers of all ages and backgrounds, and allow for greater freedom and flexibility, including iconic lifestyle partnerships.
Show Notes:
1) Kevin Siew, Vice President and Head of Shangri-La Circle
2) Shangri-La Circle
This episode of "Let's Talk Loyalty" features a conversation with Eadaoin Keane, Head of Marketing for Circle K Ireland who won the "Best Loyalty Programme 2021" from the Irish Loyalty Awards for their "Play or Park" programme.
Circle K Ireland is a highly successful and well-known fuel convenience retail brand in Ireland, the market leader for food, fuel and convenience retail.
Having inherited the "PLAY or PARK" loyalty programme from the previous business owner, Circle K has continued the programme and further invested in the proposition.
That strategy has ensured that this award-winning programme, featuring gamification, rewards and charitable contributions, benefits the members and business in equal measure.
Listen to hear how Eadaoin and her team continue to build new campaigns within "PLAY or PARK" to support Irish Olympic athletes, connecting with customers through local community activations, growing the programme's membership and ultimately winning the hearts of Irish customers.
Show Notes:
1) Eadaoin Keane, Head of Marketing for Circle K Ireland
2) Circle K "PLAY or PARK" programme
In this short summary show, "Let's Talk Loyalty" revisited an episode with Len Llaguno, founder of Kyros Insights. Len uses his professional training as an actuary to assess loyalty programmes not in terms of liability, but profitability and possibility.
We talked about why redemptions are such a signal of a strong programme and an investment in the company's long-term success.
Len also shared how brands should employ a "customer-first" mentality and also segment their customers to maximize the effectiveness of their loyalty programmes.
Show Notes:
1) Episode #76: Loyalty Programme Liability Management - Len Llaguno, Founder of Kyros Insights
2) Len Llaguno, founder of Kyros Insights
Cheetah Digital's 2022 Digital Consumer Trends Index was recently released and reveals what consumers expect from the brands they do business with.
"Let's Talk Loyalty" was joined by Tim Glomb, VP Content & Data with Cheetah Digital, to learn about the latest research, which features insights from over 5,000 consumers across seven countries.
Tim highlighted the findings that he found most fascinating, including increased consumer desire for personalization at every stage of the customer lifecycle.
We also heard about consumer privacy concerns and communication preferences by age groups.
Tim reminded us that even the biggest brands are constantly reviewing and evolving their strategies and reminded us that we can learn and grow from each other when we're up to date and informed by clear understanding of key consumer priorities.
Show Notes:
1) Tim Glomb, VP Content & Data with Cheetah Digital
2) Cheetah Digital's 2022 Digital Consumer Trends Index
The Loyalty & Awards Conference is the largest international loyalty conference for the travel industry.
In this episode of "Let's Talk Loyalty", we are joined by Ravindra Bhagwanani, Chairman of Loyalty & Awards, all about the exciting plans for this year’s event taking place in October in Madrid.
Ravindra shares his extensive loyalty industry experience and his love of airline loyalty marketing, and how theconference came to life almost 18 years ago.
Listen to hear what you can expect from this year's event - THE premier place to be for travel loyalty experts, offering superb opportunities to learn from exceptional industry leaders and connect with your loyalty industry colleagues.
Show Notes:
1) Ravindra Bhagwanani, Managing Director at Global Flight and Chairman of Loyalty & Awards
2) Loyalty & Awards conference website
In this short summary show, "Let's Talk Loyalty" looks back on an interview with Mark James, the CEO of Customology in Australia who shared some insightful outcomes of some consumer research he had conducted in early 2021.
Mark shared the challenges for loyalty marketers when new customers are prioritised over existing ones with better offers.
Mark also shared some insights on the most effective communication strategies to keep customers happy and engaged.
Show Notes:
1) Previous Episode: #74: Australian Consumer Loyalty Research - Mark James CEO Customology
2) Mark James, CEO, Customology
The "Australian Loyalty Association" (ALA) is the highly respected organisation that provides thought leadership, education and networking opportunities to those working in the loyalty industry in Australia, New Zealand and increasingly throughout the Asia Pacific Region.
In this episode, "Let's Talk Loyalty" is joined by Sarah Richardson, Founder and Advisory Board Chair of the Australian Loyalty Association to hear all about their expansion plans and upcoming events.
Together, we announce our content partnership for "Let's Talk Loyalty" to provide exclusive podcasts for the "Australian Loyalty Association" and help ensure even more outstanding and relevant content for loyalty professionals across the Asia Pacific region.
Show Notes:
1) Sarah Richardson, Founder and Advisory Board Chair, Australian Loyalty Association on LinkedIn
2) Australian Loyalty Association website
3) Episode #21: Loyalty Lessons from Australia
This episode is all about The Loyalty Academy and the latest updates and in-person workshops to become a "Certified Loyalty Marketing Professional™️" (CLMP).
Mike Capizzi, Dean and Director of Education at The Loyalty Academy joins us to share their latest Loyalty Academy news, as in-person training workshops return in key cities around the world.
In today's show, we also announce a NEW scholarship and competition for one lucky listener to win a FREE “Certified Loyalty Marketing Professional” accreditation either in person or online.
Listen to hear how to enter.
Show Notes:
1) Let's Talk Loyalty CLMP Workshop Scholarship Information and Application due XXX, 2022
2) Mike Capizzi, Director of Education, The Loyalty Academy
3) The Loyalty Academy
4) Scholarship Competition from "Let's Talk Loyalty" and The Loyalty Academy
"Let's Talk Loyalty" is today looking back on our conversation with IKEA's global vice president of loyalty, Aaron Mitchell.
As one of the world's most iconic retail brands, IKEA boasts 156 million members of its Family Club worldwide, a programme that brings the very best of the IKEA brand to its customers.
The IKEA Family Club focuses on community and creating emotional loyalty with customers, with the intention to create value, deepen relationships and personalize interactions with customers.
Listen to learn what we learnt from Aaron Mitchell and IKEA.
Show Notes:
1) Episode #70: Ikea Family Club with Aaron Mitchell - Global VP Loyalty
2) Aaron Mitchell on LinkedIn
Today "Let's Talk Loyalty" talks with one of the leading marketers in U.S. convenience retail, Derek Gaskins, Chief Marketing Officer of Yesway.
Yesway is one of the fastest-growing convenience chains in the United States, and was voted the U.S. Convenience Chain of the Year.
Gaskins shares the exciting challenge of keeping customers loyal while acquiring new stores and products that customers love, and building a leading retail brand that combines the best of them all.
He also explains how his team have embraced a mindset of loyalty from the start, and how they are leveraging their award-winning "Yesway Rewards" program to support their ambitious growth plans.
Show Notes:
1) Derek Gaskins on LinkedIn
2) Yesway Rewards
Today "Let's Talk Loyalty" discusses the latest loyalty insights from a brand new research report, "What Brits Want From Loyalty Programs Now".
This comprehensive, independent research analyses the topics, attitudes, opinions and behaviours that are driving the loyalty industry today in the UK, one of the most sophisticated and diverse markets for the loyalty industry worldwide.
Join us to hear from the brains behind this research report, Charlie Hills from Mando-Connect alongside Nick Fishbourne from YouGov who together share what they loved and learnt through this latest research after two years of turmoil and changing consumer behaviour!
Show Notes:
1) Charlie Hills
2) Nick Fishbourne
3) "What Brits Want From Loyalty Programs Now" Research Report
4) YouGov research regarding the situation in Ukraine
In this short summary show, I look back on an interview exploring “mindful marketing” and how it relates to loyalty from an interview with Maths Mathisen, founder & CEO of an innovative app designed to promote loyalty for brands in the age of digital distraction and addiction.
The HOLD app uses the power of gamification to help FMCG brands and retailers compete in the “war of attention” by rewarding users for putting down their devices and focusing on the things they decide are most important.
An interesting way of engaging consumers for dis-engaging!
Show Notes:
1) #68: Mindful Marketing & Loyalty Insights from Scandinavia
2) Maths Mathisen, founder & CEO, HOLD
3) HOLD app
In this episode, we talk with Joseph Taylor, SVP of Strategic Consulting and Operations for Epsilon and hear how to use the data and profiles of your most valuable loyalty programme members to help acquire new customers with the same profit potential.
Loyalty programmes are traditionally designed to retain customers, but rarely is that incredible data used by marketing teams to inform how they run acquisition campaigns to ensure they focus on "profitable" new customers - quality over quantity!
This powerful new idea will prove invaluable as cookies disappear from the toolset that digital marketers have relied on for so many years.
Joseph shares real case studies and examples of brands who have already leverages this clever idea - so you can too!
Show Notes:
1) Joseph Taylor, SVP of Strategic Consulting and Operations for Epsilon
2) Epsilon Guide to Personalisation
As we celebrate our 200th episode, we discovered the power of subscriptions to drive loyalty in the car wash category in an insightful interview with Lars Hecht, who leads the car wash category globally for Circle K, one of the world's best known fuel and convenience retailers.
Circle K operates the largest global network of car washes, with more than 2,750 units worldwide.
Having discovered the power of subscriptions to drive recurring revenue, Lars joined "Let's Talk Loyalty" to share some of Circle K's loyalty learnings, in particular the challenges of designing and launching a car wash subscription loyalty program across such varied markets as the US, Canada and Europe.
Circle K's commitment to innovation has been the driving force of this dramatic evolution for the car wash industry, so listen to hear the complex and compelling journey they've been on to ensure the success of this new business model.
From subscription insights to beacons, we discuss fascinating technology innovations that engage customers, increase trip frequency and create a powerful opportunity for recurring revenue.
Show Notes:
1) Lars Hecht, Global Lead Category Director for Circle K
2) Circle K Car Wash Subscription website
3) Referenced in episode: Adam Schaffer, Co-Founder & Managing Partner at Ellipsis & Company
In today's short show, we review our interview with Ali Cudby, author of "Keep your Customers" and Managing Director of Alignmint Growth Strategies.
From customer-focused mission statements to subscription programs, this episode reminds us how small to mid-sized companies can engage with customers with even greater clarity and focus than larger ones, and enjoy greater loyalty outcomes as a result.
Show Notes:
1) Episode #67: Loyalty for Small Companies - Driving Lucrative Loyalty
2) Ali Cudby, Founder and CEO, Alignmint Growth Strategies
In today's episode, we talk with one of the most creative and insightful practitioners in the loyalty industry with a deep understanding of business issues and how to use loyalty mechanics to solve them.
Billy Loizouis the Vice President, Go To Market APAC at Cheetah Digital and an advisory member of Australian Loyalty Association.
Billy shared a great case study using NFTs to build customer loyalty, and why loyalty is perhaps the most important tool for any marketer in 2022 as cookies become obsolete.
As privacy rules go into effect and marketers need to revisit traditional customer engagement techniques, we discussed other options that can lead to successful customer acquisition and recurring revenue.
This discussion includes some great case studies of innovative companies really pushing the envelope with their customer loyalty programmes.
Show Notes:
1) Billy Loizou on LinkedIn
2) "Created for Marketers by Marketers" podcast
3) Cheetah Digital
Today's guest, Tomasz Makaruk, holds a Ph D in Marketing and has spent more than a decade specialising in loyalty.
In this episode, we will hear a comprehensive overview of the loyalty industry in his home country of Poland, which has more than 130 business-to-consumer loyalty programs.
While it's still a relatively young market, many loyalty programs in Poland are innovative, competitive and progressive.
Tomasz frequently publishes articles on his marketing blog, talking about the most interesting and complicated issues he sees when creating and managing loyalty programmes.
Enjoy this episode to learn all about the loyalty industry in Poland.
Show Notes:
1) Tomasz Makaruk
2) Marketing Business Blog
In this short summary show, we look back on an interview with Mala Raj discussing the key statistics that every loyalty marketer should be measuring, and what success looks like across key industries like retail!
Listen to learn key insights from this loyalty expert from India, a market that's continuing to thrive in so many ways.
Show Notes:
1) Episode #66: Loyalty Statistics & Loyalty Programme Performance in India - What Does Success Look Like
2) Mala Raj, Loyalty and Customer Strategy Specialist, Managing Partner Strategic Caravan International
3) Mala’s LinkedIn post on World Statistics Day as referenced in both episodes
In this episode, we explore the latest lessons from Virgin Red, the loyalty programme for the Virgin group as it continues its impressive global growth.
Launched in the U.K. initially and expanding now to the U.S. market, we spoke with Andrea Burchett, International & Strategic Development Director at Virgin Red about the global rollout and future intentions of the program.
Virgin's programme is described as the "red thread" that connects this diverse group of companies, and delivers on the extraordinary expectations that members expect, to ensure this international loyalty programme becomes as well loved as the Virgin brand is across the globe.
Show Notes:
1) Andrea Burchett, International & Strategic Development Director at Virgin Red
2) Virgin Red
3) Audio correction: Virgin Points (the currency) was launched in September 2020 and the Virgin Red programme launched slightly later in November.
Air Canada has reimagined their points promise, offering flexible and unique rewards unlike any other airline.
In this episode, we talk with Derek Whitworth, Managing Director of Marketing & Loyalty Optimization at Air Canada, about the incredible relaunch of the Aeroplan rewards programme.
Aeroplan won the prestigious "Golden Loyalty Award for Excellence in Management" in 2021 and is beloved by Canadians.
In this episode, we discuss the new Aeroplan proposition, with impressive new partners, unique upgrade awards and a host of new options for members.
This is a can’t-miss episode for airline enthusiasts and loyalty professionals alike.
Show Notes:
1) Derek Whitworth, Managing Director, Marketing & Loyalty Optimization at Air Canada
2) Air Canada's Aeroplan
In this short summary show, I look back on my 2020 interview with Paul Smitton, CEO of Asia Miles with Cathay Pacific Airways.
Paul shared Cathay Pacific Airways innovative ways of retaining and engaging customers and some of the latest ideas and enhancements of their impressive Asia Miles program.
Show Notes:
1) Episode #65: Paul Smitton talks Asia Miles, Innovative Ideas in Airline Loyalty and Preparing for Travel's Inevitable Rebound
2) Paul Smitton, Director Customer – Lifestyle at Cathay Pacific Airways
3) Cathay Pacific Airways
4) Episode #189: Cathay Pacific Airways Launches Lifestyle & Wellness Innovations
Being a professional loyalty professional can be a lonely job in a big corporation, but by growing our network and community through thought leadership and idea sharing, we can all grow together.
In this episode, we are getting to know our newest show partner, The Loyalty People's Managing Director Tom Peace, who will collaborate with us on regular interviews going forward.
The Loyalty People is a global strategic consultancy with a laser focus on loyalty and CRM, producing brilliant award-winning programmes. As a result of our new collaboration, we'll hear from many of their successful clients in the coming year!
Show Notes:
1) Tom Peace, Managing Director, The Loyalty People
2) The Loyalty People website
Let's Talk Loyalty is growing in 2022 and I wanted to share a quick update with you about our newest partner which includes more fascinating interviews with loyalty experts around the world.
Thank you for supporting our show and hope you will enjoy all that we have in store for you this year!
As always, please send me feedback and guest and topic ideas to paula@letstalkloyalty.com and don't forget to subscribe for updates when each new episode releases.
In this short summary show, I look back on an interview with Assistant Professor of Marketing at Emory University, Dan McCarthy, about key marketing topics that loyalty marketers love, such as measuring the lifetime value of customers and predicting future spend.
In that interview, we also talked about his exciting new tool for investors and leadership teams - called Customer-Based Corporate Valuation.
This innovative framework offers a comprehensive approach to connecting the loyal behaviour of customers with the overall valuation of the firm! A huge leap forward for our industry.
Professor McCathy also shared his insights on the Pareto Principle as well as the consumer behaviour changes he saw emerging as a result of the pandemic.
Show Notes:
1) Episode #64: Customer Based Corporate Valuation - Daniel McCarthy of Emory University
2) Daniel McCarthy is the assistant professor of marketing of Emory University
3) Article: How to Value a Company by Analyzing Its Customers, Harvard Business Review
Hong Kong's Cathay Pacific Airways recently celebrated 75 years of flying, and in this episode, we hear about their latest innovations from Paul Smitton, Director of Customer - Lifestyle at Cathay Pacific Airways.
Paul explains Cathay's new brand positioning, as well as its newly-launched lifestyle proposition and insurance product, which focuses on total wellness, rewarding its members with air miles for setting and achieving health and nutrition goals.
Along with merging their two loyalty programmes in to one, Cathay is also exploring innovative new ways to engage with fliers and members through WhatsApp, virtual reality and social channels.
Cathay is an increasingly innovative brand, with plenty of insights to inspire ideas for you too!
Show Notes:
1) Cathay Pacific rewards programme
2) Paul Smitton, Director Customer - Lifestyle at Cathay Pacific Airways
3) CORRECTION: Within the episode, Paul mentions ‘HKSARG’ as ‘semi-autonomous region’, and it should have been referenced as ‘special administrative region’.
In this short summary episode, I am looking back on an interview with George Mendes, Chief Officer Consumer Business with Vodacom in South Africa.
Launched in mid-2020, I spoke with George just a few months after the launch of VodaBucks, a programme that researched the best loyalty concepts from around the world in order to develop a winning strategy.
The programme includes impressive partnerships with a portfolio of brands across the country, using gamification to engage customers in a very economically diverse country.
Show Notes:
1) Episode #63: Vodacom South Africa Launches Vodabucks
2) Jorge Mendes - Chief Officer: Consumer Business, Vodacom Group Exco Member
3) Vodacom
4) VodaBucks loyalty
Microsoft is one of the world’s most successful companies in technology, entertainment and in recent years, a leading platform in gaming.
This week's episode of "Let's Talk Loyalty" features Adam Grupp, Director of Microsoft Rewards, who leads the company’s loyalty proposition.
Microsoft Rewards engages members for gaming online, through Xbox as well as its Bing search site, where users earn rewards that can be redeemed for in-game activities, passes and charitable contributions.
Hear how Microsoft Rewards thinks about loyalty and Adam's insights on key future trends for loyalty professionals to consider.
Show Notes:
1) Adam Grupp, Director of Microsoft Rewards, Microsoft
2) Microsoft Rewards
In this short summary episode, I am looking back on a fascinating episode I conducted with Jonathan Hopkins of Sonder Media, all about the revenue potential for loyalty programmes to leverage some of their customer relationships and permissions as media channels.
From American Express to Virgin Australia, I learned about some of the incredible work that is being done to unlock the billions of dollars of media value that is often left untapped.
If you are not yet aware of the inherent media value within your loyalty programme, this episode will share insights on how these assets can be used for commercial gain.
Show Notes:
1) Episode #62: The Value of Loyalty Members as a Media Asset
2) Jonathan Hopkins, Founding Partner, Sonder
3) SonderMedia.com
Points for Good is a programme partner for brand loyalty programmes that allow customers to donate reward points toward a social purpose. Started in India as Points for People and expanding globally, in this episode we learned about the drivers behind this impactful programme from Brian Almeida, Founder of Points for Good.
Brands have long partnered with charities, but keeping the relationship successful long-term can be a labor-intensive task. This programme offers connections to more than 14 global charities helping children, animals, the environment and more. With more than 1,000 corporate users, Points for Good, along with brand partners and users, is making a positive difference in the world.
With a flexible platform that allows brands to customize the points structure and the charities offered, Points for Good is a great choice for loyalty managers with proven experience that satisfies an emotional loyalty connection with customers.
Show Notes:
1) Brian Almedia, Founder, Points for Good
2) Points for Good website
Yuu Rewards is the first coalition loyalty program ever launched in Hong Kong and we had the opportunity to speak with Chief Operating Officer and loyalty expert, Mark Sage, about the amazing success of the program.
In this short summary episode, we look back on lessons learned when launching this massive program in a very short time in the middle of a global pandemic.
Show Notes:
1) Mark Sage, Chief Operating Officer, Yuu Rewards
2) Yuu Rewards
In this week's episode, we explore the launch of a customer reward program by Denmark's largest retailer.
We are joined by Andras Szocs, Head of Customer Programs and Center of Excellence for The Salling Group.
As Denmark's largest retailer, The Salling Group serves over 11 million customers per week and operates more than 1,400 retail locations including restaurants, discount and grocery stores and coffee shops.
Szocs led development and execution of a new customer program in mid-2020.
Hear how they arrived at taking the less traditional route with this company-wide, fully-integrated digital marketing program, while keeping the program unique to the brands.
Weaving in digital payments, coupons and gamification into the individual brand apps, The Salling Group apps have more than 1.2 million users in just over one year.
Show Notes:
1) Andras Szocs, Senior Director and Head of Customer Programs and Center of Excellence for The Salling Group
2) The Salling Group
BP is one of the world’s largest oil companies, operating service stations in nearly every corner of the world. In this short summary episode, I am reflecting on an interview I had with Olivier Martinet, who led BP’s loyalty initiatives for more than a quarter century.
We look back on lessons he learned when rolling out digital marketing campaigns, loyalty programs and mobile integrations in both emerging and mature markets.
Show Notes:
1) Interview Episode #60: BP Discusses Driving Loyalty in Fuel & Convenience Globally
2) Olivier Martinet, former VP Global Retail Consumer Data Analytics and Use Case Governance, Insights & Loyalty, BP
3) BPme
The global loyalty landscape has dramatically shifted in the wake of the global pandemic. Customers think differently, privacy laws and policies have changed and mobile adoption has skyrocketed.
Brands must continuously evaluate their programme offers to best fit with how consumers behave and the upcoming 2022 International Loyalty Awards will recognize those brands who have excelled at doing just that in 2020 and 2021.
Recently rebranded from the Loyalty Magazine Awards, Annich McIntosh takes the Awards onto the international stage to better represent the global influence of brands and bring even more inspiring and innovative stories to the 2022 Awards ceremony.
Beyond traditional programme categories, the Awards will also recognize individuals dubbed the "Loyalty Royalty" in the "30 Under 40" category as well as teams or individuals in the "Industry Personality or Organisation for 2022" category.
Find out the key dates to enter these Awards, reasons to enter and some top tips for ambitious loyalty professionals focused on achieving international recognition for their work.
Show Notes:
1) International Loyalty Awards
2) Annich McIntosh,Editor and CEO, Loyalty Magazine Group
3) International Loyalty Awards Call for Entries Booklet 2022
In this short summary episode, I looked back on an episode with two rising Epsilon executives, Tamara Oliverio and Julie Smith, to hear about how brands can assess and evolve their loyalty programmes to stay successful with consumers in this rapidly changing time.
I revisited key takeaways from that episode that will help retailers and brands further engage with customers by focusing on having a strong mobile platform, offering contactless payments and simplifying the overall customer experience across all touchpoints.
We also discussed ways to increase emotional loyalty with customers and therefore increase their as well as "share of heart" as well as "share of wallet".
Be sure to also listen to the full episode to learn more great tips and trends to ensure loyalty programme success.
Show Links:
1) Interview Episode #59: Epsilon Talks 121 Loyalty, Contactless Loyalty and Emotional Loyalty
2) Epsilon.com
3) Tamara Oliverio, Vice President of Strategic Consulting, Epsilon
4) Julie Smith, Vice President of Strategic Consulting, Epsilon
Join us to discover the Irish Loyalty Summit and Irish Loyalty Awards 2022, with Eileen McGuinness, Co-Founder of the Irish Loyalty Awards.
The Summit features globally recognised loyalty speakers with deep knowledge of the loyalty marketing industry and will be of interest to loyalty practitioners in the UK, Europe and even further afield.
Featured speakers include experts from Bond, The Loyalty Academy and others to talk about the power of customer loyalty and explore the role of loyalty marketing in the age of disruption.
The Irish Loyalty Awards are returning to an in-person celebration to recognize Irish businesses that have demonstrated loyalty industry excellence at the heart of their businesses.
Show Notes:
1) Irish Loyalty Awards and Summit
2) Eileen McGuinness, Co-Founder, Irish Loyalty Awards
3) Marian Kelly, Co-Founder, Irish Loyalty Awards
In this short summary, I looked back on an episode with a Comarch executive, Sidney Dunn to hear this global loyalty technology leader share some key trends and insights he is hearing from their clients.
Comarch works with global powerhouse brands like BP, ADNOC Petroleum and Costa Coffee to deliver world-class loyalty solutions to their customers.
From the collection and analysis of data insights using machine learning, AI and social mining to support program execution, the short show features the ideas I found most valuable in my interview with Sid and of course, be sure to listen to the full episode for other great ideas.
Show Links:
1) Interview: #58: Global Loyalty Insights from Comarch's Sidney Dunn
2) Comarch.com
3) Sidney Dunn
In this episode, I talk with Robbie Kellman Baxter, the world's leading expert on subscription pricing and membership models.
Robbie is a bestselling author, speaker and consultant with more than twenty years of experience providing strategic business advice to major organizations including Netflix and other notable brands.
She is the author of The Membership Economy and The Forever Transaction and host of the podcast, Subscription Stories: True Tales from the Trenches.
Robbie has spent many years encouraging brands to cultivate a must-have, "craveable" programme that customers and users simply cannot live without.
In this episode, we explore why retailers, brands and businesses - large or small - absolutely must consider offering subscriptions or memberships as an additional "bow in their quiver" if they wish to remain competitive in their markets.
Show Notes:
1) Robbie Kellman Baxter, Strategic Consultant, Peninsula Strategies
2) www.robbiekellmanbaxter.com
Wiiv Rewards is a coalition loyalty programme in Mauritius, created by the country’s largest private company IBL Group and boasts eleven loyalty partners across multiple business sectors.
After only a year in existence, Wiiv won two of the loyalty industry’s most prestigious awards at the 2019 Loyalty Magazine Awards: the Regional Loyalty Champion Award for Middle East and Africa as well as Highly Commended as the Best New Loyalty Programme for 2019.
Join me in this short summary episode as I look back on what I learned from my interview with Delphine Lagesse and Cecile Henry on behalf of IBL Together.
Show Notes:
#57: Award-winning loyalty programme in Mauritius - Wiiv Rewards
Listen and learn some impressive ideas and insights from eBucks, the loyalty program that was just awarded the title of “Best Programme of the Year” AGAIN at the 2021 South African Loyalty Awards.
In this episode, Let’s Talk Loyalty speaks with Johan Moolman, CEO of eBucks, about what makes his programme the one that South African people said they couldn’t live without.
eBucks is a rewards program for FNB bank customers, providing rewards to card users for simply spending with their bank cards.
The highly successful program has been running for 21 years and was also recipient of "Most Innovative Use of Technology" award, for the 3rd year running.
Show Notes:
1) Johan Moolman, CEO, eBucks Rewards
2) eBucks
Let's Talk Loyalty talked with Rob Burgess, a leading travel loyalty expert in the UK, who created HeadForPoints.com to share his ideas on how to get the best value from UK travel loyalty programmes.
In this short summary episode, I share the top three tips I learned from Rob for loyalty industry professionals, including travel and traditional and innovative retailers such as Pret a Manger's new subscription loyalty programme, John Lewis departments stores and the iconic Danish café brand - Joe & the Juice.
Show Notes:
1) Episode #56: Head for Points - Interview with the UK's leading website for frequent flyers
Australia is a fascinating loyalty market led by two dominant airlines who have successfully built partner networks to make it incredibly easy for Australian consumers to earn points across all parts of their household spend.
Someone who feels passionately about the extraordinary experience of "flying flat" is Steve Hui, who has built a brand and a business advising Australian consumers how to do exactly that.
In this episode, Steve says that earning loyalty points is easy but redeeming them is not. He shares his top tips and ideas for loyalty professionals to drive points redemption - including ideas to support education, inspiration and consumer engagement.
Show Notes:
Steve Hui, CEO, I Fly Flat
"Very Me Rewards" was launched by one of the UK's top telecommunications companies in 2018, as a non-points-based programme, instead leveraging partnerships and "share-able" rewards, to create an award-winning customer loyalty proposition.
Listen to discover how Vodafone's "Very Me Rewards" is building loyalty in this ultra-competitive sector in the UK.
Show Notes:
1) Let's Talk Loyalty Episode 55 - Vodafone UK's Very Me Rewards Programme
Cristina Ziliani is the Professor of Loyalty Marketing and CRM at the University of Parma, Italy, where she has been leading the "Loyalty Observatory" for an incredible 20 years.
In this episode, she shares the work they do there for the Italian loyalty community, which includes loyalty research, consulting and education across the entire field of loyalty, CRM, CX, and analytics.
If you're interested in loyalty in Italy, this is the episode for you!
Show Notes:
1) Cristina Ziliani - Professor of Marketing and Head of the Loyalty Observatory at the University of Parma
2) The Loyalty Observatory
3) The Loyalty Observatory Report on Italy
Today's episode features what I learned from my episode with Margaret Molloy, a globally-recognised marketing thought leader, and someone who advocates simplicity as a key principle for brands.
We discussed "simplicity" and how it drives business value and customer loyalty, so I captured the key points of our discussion in this short summary show.
Listen to this episode of Let's Talk Loyalty to understand simplicity as an increasingly powerful, yet underestimated factor that drives loyalty in every business.
Show Notes:
1) Episode #54: The Role of Simplicity in Driving Customer Loyalty
Panera Breadis a US bakery chain of over 2,000 cafes and itoperates one of the restaurant industry's largest loyalty programmes.
In early 2020, it dramatically changed the loyalty industry with a disruptive subscription proposition, offering unlimited coffee for just $8.99 a month.
Guided by a clear insight on customer needs from it's member base, it has earned respect around the world for creating a whole new business model, leveraging the power of subscription psychology to delight its members.
In this fascinating discussion, I'm joined by Meenakshi Nagarajan, SVP, Recurring Revenue and Loyalty at Panera Bread, who shares some of the challenges that they overcame to create this incredible success story, as well as its latest strategy - partnering with other like-minded brands to drive further disruption and ultimately, extraordinary growth from this paid loyalty proposition.
1) Meenakshi Nagarajan, SVP, Recurring Revenue and Loyalty at Panera Bread
2) Panera Bread Subscription Loyalty - Press Release - February 2020
3) Panera Bread
As one of the world's largest retailers, Shell is a well-known for its fuel stations and increasingly its convenience stores around the world, and it operates loyalty programmes in twenty-one of the countries it trades in.
With this global perspective, it was fascinating to chat with Pavel Los, Shell's Global Loyalty Manager about their latest launch in the UK market - a points-free programme called Go+, as well as their strategy in China and his view on loyalty coalitions.
This short show summarises everything I learnt from this episode of Let's Talk Loyalty.
Show Notes:
1) Pavel Los - Global Loyalty Manager Shell
2) Shell Go+ - Shell's UK Loyalty Programme
3)Shell Clubsmart - China
4) Let's Talk Loyalty Episode 53 - Interview with Pavel Los, Shell
As the creator of the "net promoter system", Fred Reichheld is a true legend in the loyalty industry.
His career spans 44 years as a consultant, author of four best-selling books and an internationally-renowned speaker on loyalty, and currently a Fellow with Bain & Co.
He joins me today to introduce his latest book called "Winning On Purpose - The Unbeatable Strategy of Loving Customers" - which features some profound new ideas on the very fundamentals of how we do business.
He challenges the dominant corporate approach based on greed, and shares powerful evidence of how NPS leaders in every category, consistently earn superior profits.
This book also introduces his new framework, which he describes as the accounting-based twin for net promoter score - called "earned growth rate" - which is set to become another industry standard and framework for excellence.
In my view, Fred's work and this latest book are deeply important to us as loyalty professionals, business practitioners and human beings living "on purpose".
Show Notes:
1) Fred Reichheld - Bain Fellow, Author/Speaker on Loyalty, Creator of the Net Promoter System
2) Bain & Company
3) NPS Prism
4) Winning on Purpose on Amazon - The Unbeatable Strategy of Loving Customers
Dr Chris Arnold is a marketing strategist and a "proudly dyslexic" champion of thinking differently.
With a deeply held belief in the power of community to connect us to each other, Dr Chris highlights the challenges of relying on social media and measurable marketing, rather than focusing on building a truly customer-centric business.
Dr Chris believes that connecting our loyal customers with each other creates greater loyalty for our brands and businesses.
Show Notes:
1) Let's Talk Loyalty Episode #52: Connecting with Community for Local Loyalty - with Dr Chris Arnold
2) Dr Chris Arnold
As 2021 comes to a close, we reflect on the key consumer trends that arose in loyalty in 2021 and discuss insights and predictions for loyalty professionals in 2022.
With examples and case studies that include Dunkin (formerly Dunkin Donuts), Dell, Carters and Duolingo, I"m joined by Epsilon's Vice President of Loyalty Strategy Brad Macdonald, who shares the importance of human connection in the context of digital transformation.
Brad also shares the ever-increasing focus on having a loyalty "mindset", and his views on what's working - and what's not - for loyalty professionals.
The show is brought to you by our sponsor Epsilon.
Show Notes:
1) Brad Macdonald - Vice President of Loyalty Strategy @ Epsilon
3) Dunkin'
4) Carter's
5) Duolingo
6) Epsilon
Today's episode is a short summary of my interview in 2020 with Annich Macintosh, the Editor and CEO of the "Loyalty Magazine Group" in the UK, focusing on their loyalty awards.
Annich explains the approach, some notable winners in 2020, and also some key trends and changes she noticed in consumer behaviour that loyalty professionals need to notice and factor in to their plans in a pandemic-changed world.
As these awards have now been re-branded, I also share the new positioning and remind everyone to enter for the new International Loyalty Awardsbeing awarded in London in 2022.
Show Notes:
1) Annich MacintoshEditor and CEO, Loyalty Magazine Group
2) International Loyalty Awards
Accor Live Limitless (ALL) is a loyalty programme that spans 51 brands and almost 7,000 hotels across different customer segments at different price points, yet who share common needs and passions.
With a vision to offer much more than simply a place to stay, ALL is focused on becoming a day to day companion for travellers as well as local communities, based on compelling partnerships and delighting each and every guest when they arrive in any Accor property.
Isabelle Birem is the Senior Vice-President Loyalty at Accor Group, and she joins me in today's episode of "Let's Talk Loyalty" to share the challenges and opportunities of driving loyalty at such scale globally, ensuring staff and owners understand the power of the loyalty programme to drive their businesses forward and deliver on the brand promise for every guest.
Isabelle shares the reasons behind their sports sponsorship with Paris St Germain and the "money can't buy" experiences this creates, as well as the innovative "double-dip" partnerships launched with Air France / KLM and Qantas.
Show Notes:
1) Isabelle Birem Senior Vice-President Loyalty at Accor
2) Accor Live Limitless
Nathan Beaver is a Partner at KPMG UK and in 2020, he shared his insights on the "integrity economy", and how consumer behaviour evolved during the global pandemic.
With 91% of customers saying they do NOT want to return to the pre-Covid world, he explained some of the principles that loyalty programme managers need to keep in mind to connect with their most valuable customers.
Trust has become an essential ingredient in business and KPMG revealed some dramatic research findings on what they are calling the "New Customer".
Listen to this short show to capture the key highlights of my interview with KPMG UK.
Show Notes:
1) Nathan Beaver - Partner at KPMG UK
2) Let's Talk Loyalty Episode #50 with KPMG
7-Eleven is renowned as the world's largest retailer, with over 77,000 stores globally, serving an incredible 10 million customers every day.
The brand is proud to have invented the convenience store itself, creating the concept in 1927, with a vision to delight local communities with speed and simplicity.
In this episode of "Let's Talk Loyalty", Chief Digital Officer of 7-Eleven Inc, Raghu Mahadevan, explains the firm'sfocus on customer loyalty, and how that entire journey is being supported by its loyalty program 7REWARDS.
This incredible loyalty program already supports over 55 million members and today we discuss some of their latest inventions and award-winning strategies that are engaging customers both outside the store as well as inside, with a consistent "obsession" to delight them.
Show Notes:
1) Raghu Mahadevan, Chief Digital Officer at 7-Eleven
2) 7 Eleven USA
3) 7 Rewards
Let's Talk Loyalty celebrated its first birthday in August 2020, so in episode 49, I was celebrating this milestone with some special guests.
It featured my friends from the Loyalty Academy, with a focus on the scholarship competition that listeners could enter, with one lucky listener winning a FREE Loyalty Academy Scholarship worth $1,750!
My two guests on this show - Graeme Thomson, a Director of the Loyalty Academy, and Emily Ong who was a recent graduate of the course.
In this short summary episode, I summarise the background and approach taken by the Loyalty Academy for anyone studying the CLMP, which is designed to support loyalty professionals with ideas and concepts they can use immediately in their day to day roles around the world.
Show Notes:
1) Let's Talk Loyalty Episode 49 - One Year Anniversary
2) Graeme Thomson - Director of the Loyalty Academy
3) Emily Ong - CLMP
Arsenal is one of the most successful football clubs in English football history, having played in the country's top division each season since 1919, and in the process winning 13 league titles.
Like many sports, it is already loved by millions of loyal fans, and this year, Arsenal became the first UK Premier League team to create an entire loyalty programme for their fans, designed to enhance attendance at games and build the connection between fans and the Club between games.
This fascinating interview is with Arsenal's Senior Loyalty Manager, Karen Dumbrell, who explains that through fan engagement, the award-winning "My Arsenal Rewards" is already delivering more benefits for fans, and commercial and operational benefits for the club, supporting key objectives and driving great fan behaviour.
This programme is the first of its kind in the UK, and it has given the Club multiple new ways to communicate and engage with fans, while taking into account their marketing preferences.
“My Arsenal Rewards” was just launched in August 2021, so in this first interview, you can enjoy key insights on the insights and power of building a loyalty programme that truly puts its fans at its heart.
Show Notes:
1) Karen Dumbrell Senior Loyalty Manager at Arsenal FC
2) Arsenal Football Club
3) My Arsenal Rewards
4) Emirates Stadium
5) Emirates.com - Sponsor of Arsenal Football Club
6) Visit Rwanda - Sponsor of Arsenal Football Club
7) adidas - Sponsor of Arsenal Football Club
With over 7 million members, Etihad Guest is the loyalty program for Etihad Airways, the national airline of the UAE, based in Abu Dhabi.
This short podcast is a summary of my interview with Kim Hardaker, who together with her team, found thoughtful and meaningful way to innovate, and reward members, even while airline travel was at an all time low just six months in to the global pandemic.
Enjoy Kim's compelling insights and hear their gorgeous "world of thoughtfulness" campaign - a great example of building emotional loyalty even at that challenging time.
Show Notes:
1) Episode #48 - Loyalty Insights from Etihad Airways
2) Kim Harkader, Managing Director, Etihad Guest
A wide-ranging conversation with L'Oréal's new Director of Loyalty for their Luxe Division, Alyssa Callahan.
L'Oreal is a leading brand in the beauty industry with a huge global portfolio which includes brands likes Lancome, Kiehl's & Yves Saint Laurent.
Alyssa shares her key objective to help these luxury brands demonstrate their loyalty to customers who increasingly buy directly online, with the channel having grown dramatically throughout the pandemic.
Alyssa also shares learnings from her loyalty career in Wyndham Hotels where she created compelling subscription programs to help guests enjoy increased flexibility with their products, as well as developing powerful partnerships for parents and children when she led loyalty for Toys R Us.
Alyssa truly describes herself as someone with "loyalty in her blood" so listen to learn some exciting ideas as she begins to lead new loyalty initiatives for the luxury brands within L'Oréal!
Show Notes:
1) Alyssa Callahan - Director of Loyalty at L'Oréal Luxe Division
2) L'Oréal
3) Wyndham Hotels& Destination
How do you differentiate one hotel brand in such an ultra-competitive industry?
By focusing on authentic, heartfelt ideas and initiatives that go way beyond anything your guests ever expect.
This is just one of the insights I learned last year when I chatted with Shirley King who has over 25 years driving engagement and loyalty for Kimpton Hotels and IHG both at home in the USA and internationally.
Listen to hear how her instinctive loyalty mindset helped her create some of the industry's most iconic programs, as well as some of the ideas she was thinking through for the future to create even greater loyalty in a post-pandemic world.
Show Notes:
1) Let's Talk Loyalty Episode #47 - Shirley King IHG Rewards Club
What a wonderful opportunity to reflect on the impact of the global pandemic on the Emirates Skywards loyalty programme.
I was joined by Dr Nejib Ben-Khedher for a second time, who shared some fascinating insights on the most powerful initiatives they recently launched, with an increased focus on personalisation, powerful partnerships, and innovative technology solutions to create even more compelling experiences for customers.
Nejib explains how they've doubled their open rates for Skywards email campaigns, and enhanced the "in-path" experience to multiply their look-to-book ratio, going back to basics to support the airline as it recovers from the effects of the pandemic on overall travel patterns.
We also discuss Skywards+, the latest addition to the Skywards proposition, with insights on who's engaging and why, as well as the gamification approach that's proving increasingly popular. Members compete to claim tickets for unique Skywards Experiences through Emirates-sponsored events such as the Formula 1 racing, football games with AC Milan, Arsenal and Real Madrid as well as world class tennis and cricket to cater to all of their member's passions.
We learn the incredible ongoing growth for Skywards despite the pandemic, as well as some extra-ordinary changes in how members are engaging.
Finally, we discussed some of the future trends that Nejib is focused on for the next phase of growth for Skywards, with a clear focus on increasing overall loyalty to Emirates with its passengers and members.
Show Notes:
1) Nejib Ben-Khedher
2) Emirates Skywards
3) Skywards Plus
4) McKinsey - Power of Paid Loyalty Programmes
5) Skywards Exclusives
Dell is one of the world's best known computer companies, with a laser focus on driving clear and measurable business outcomes through its loyalty initiatives.
In this short summary of my interview with Dell's Mitch Kennedy, I'm summarising the insights he shared on the impact of transactional rewards and the power of gamification, as well as the importance of understanding human psychology in order to drive customer loyalty.
Show Notes:
1) #46: Dell's Global Loyalty Lead - Exploring Gamification
2)Mitch Kennedy, Global Loyalty Strategy Lead, Dell
As a leading loyalty expert in New Zealand Phil Devlin has a fascinating career spanning Air New Zealand, Qantas, Countdown Supermarkets and even some work supporting high performance sports along the way!
Boasting exceptional engagement with over 95% of Kiwi consumers enrolled in at least one programme, New Zealand is a small country punching way above its weight in the loyalty industry, due in no small part to the compelling loyalty programmes that Phil and his colleagues built.
Listen to this episode to hear the incredible breadth of partnerships Phil led for Air New Zealand, which included the real estate sector, luxury cars and even white goods, transforming the airlines loyalty programme in to a powerful currency capable of driving cash flow to the airline between flights and becoming part of kiwi consumers lives.
Across his entire loyalty career, Phil has created clear and compelling loyalty concepts both independently and with key partners, with a focus on simplicity, transparency and integrity, so listen to learn his latest ideas on what's important to consumers in 2021 and beyond.
Show Notes:
1) Phil Devlin, Strategic Partnerships
2) Countdown New Zealand
3) Simon Rowles
This episode features insights from a truly "global voice of loyalty".
Based in India, Kunal Mohiuddin, joined me and shared lessons learned from over two decades in the loyalty industry.
This show is my review and summary of the key things I learned from my interview with Kunal.
This loyalty entrepreneur has developed several innovative loyalty technology platforms and advised over fifty national and global programmes on their loyalty strategy, with some great learnings for loyalty marketing.
He also shared his views on the technologies he believes will help drive loyal behaviour in the future.
Show Notes:
1) Let's Talk Loyalty Episode #45
2) Kunal Mohiuddin
With consumer distrust at an all-time high, marketers are increasingly concerned about their ability to capture customer data at scale, and in ways that are meaningful and engaging.
Despite the pandemic, or perhaps because of it, experience-led loyalty mechanics have become more powerful than ever, leveraging the idea of fun to capture data and create progressive profiles of customers in ways they enjoy, rather than avoid.
Richard Jones, the Chief Marketing Officer at Cheetah Digital explains that just because in the past we've been able to get "drunk on data" doesn't mean we should continue to do so in the future.
Customer values have changed and it's time to for us as loyalty marketers to ensure our approach in the past evolves to remain powerful for the future.
Listen to learn Cheetah's insights and consumer feedback on the increasing importance of marketing etiquette based on interactive and engaging relationships, not just in traditional sectors but even in categories like CPG which historically left loyalty to their product quality alone.
Show Notes:
1) Richard Jones - Chief Marketing Officer at Cheetah Digital
2) Cheetah Digital
3) Signals21 - The Award Winning Content Series
The "subscription" business model promises predictable recurring revenue and increased customer lifetime value so it's no wonder that loyalty marketers around the world are increasingly looking to this concept to enhance their loyalty propositions.
With so much interest in the topic, I was delighted to interview two executives about it, one from Ipsos Denmark and one from their partners in management consulting firm Subscrybe.
Together they shared their insights on the principles of success in subscriptions - creating both "reasons to buy" and "reasons to stay", to create the potential for extreme customer loyalty.
Show Notes:
Let's Talk Loyalty - Episode #44
As the world emerges from the dramatic effects of the pandemic, the airline industry is entering a pivotal time, with opportunities to re-invent their frequent flyer programs to meet the new normal.
Who better to brainstorm this than Piotr Kozlowski who advises some of the world's largest airline and airport loyalty programmes for Comarch, such as British Airways, Jet Blue, Etihad Airways and Heathrow Rewards among others.
Piotr shares some creative and compelling concepts he believes should be considered, the reasons they may make sense, and some of the criteria for success.
From subscription models, to prepaid fares to unlimited flying propositions - there has never been a better time for loyalty marketers to test new concepts and inspire their customers to fly with the same joy in the future as they did in the past.
Listen to enjoy a masterclass in creative and compelling airline loyalty concepts.
Show Notes:
1) Piotr Kozlowski
2) Report from Jay Sorensen
3) The Bank of Starbucks
This episode is a short summary of my conversation with Dr David Cox, a loyalty practitioner who also boasts a PhD in loyalty marketing.
Based on the success and awards he has achieved for clients such as IBM, he shares what key tools he and his company Motivforce have used to drive such powerful commercial results.
He also discussed the key loyalty trends that were emerging as a result of Covid-19.
Listen for my short summary of episode #43 of "Let's Talk Loyalty".
Show Notes:
1) David Cox- CEO of Motivforce
2) Let's Talk Loyalty Episode 43
With over 18 million members around the world, Flying Blue is the frequent flyer programme for both Air France and KLM, and is positioned as a lifestyle programme that drives real commercial value for its partners.
Gerben Sikkema shares some of the commercial benefits that partners can expect alongside the benefits of being associated with a premium brand.
He also talks me through some of the latest innovative ideas that they have launched with partners for Flying Blue members including "earn and burn in checkout", as well as other powerful technology-led concepts such as card-linking and a focus on using loyalty mechanics to drive sustainable choices.
What most impressed me in this interview was the insight that "burn drives earn" - a clear understanding that only when members benefit will any loyalty programme achieve its goals.
Show Notes:
1)Gerben Sikkema - Director of Partnerships at Air France-KLM
2) Air France - KLM Website
3) Flying Blue
Rob Markey is the one of the world's leading authorities on customer loyalty.
Together with Fred Reichheld, he co-created The Net Promoter System®, the industry metric and framework now used by more than two thirds of Fortune 1000 companies.
This short summary episode reminds us of the importance of the "founder's mindset" as a key driver of loyalty, as well as Rob's latest work to develop increasingly robust models for customer lifetime value that can be share externally with investors as well as internally.
Rob shares the view that loyalty professionals are really the perfect business leaders of the future.
Listen for a short summary of our conversation, or listen to the full interview for even more of Rob's extraordinary insights.
Show Notes:
1) Episode #42 of Lets Talk Loyalty with Rob Markey
2) Bain and Company
3) Rob Markey - Partner, Bain and Company
South African consumers who engage in loyalty programmes are fascinating to understand and this shows aims to help us do exactly that.
Amanda Cromhout, Founder and CEO of the South African loyalty agency Truth does incredible work to identify, understand and help educate loyalty professionals around the world about this diverse market.
Following a year of seismic changes in consumer behaviour due to the global pandemic, the sixth loyalty whitepaper from Truth and Brandmapp asks the key questions about what's working in loyalty in South Africa and what's not.
Listen to learn the incredible growth in the market and important changes in who, why and how programmes are being used.
We also talk through what would be South African's favourite loyalty program if they could only choose one!
A superb conversation about how the loyalty industry is evolving in South Africa in these changing times.
Show Notes:
1) Amanda Cromhout
2) Truth South Africa
Today's show summarises my interview and insights with Bryan Pearson, former CEO of LoyaltyOne, who is known globally as a leader in loyalty, as well as retail marketing strategy based on consumer analytics.
We discuss how companies can succeed and even thrive in the context of our dramatically changing world by understanding what truly matters to customers.
We also discuss key industry trends, such as whether the coalition model for loyalty in global markets remains as relevant as it was in the past.
Show Notes:
Bryan Pearson – Former CEO of LoyaltyOne
Rob Burgess is well known for creating the UK's most popular frequent flyer website Head for Points, written to help frequent flyers in the UK get the most out of the rich rewards and travel benefits on offer.
The global pandemic has changed the rules of the industry, with paid loyalty an increasingly popular strategy that many loyalty marketers are exploring.
In this episode, we discuss the key success factors for a paid loyalty programme, how to "wow" your members with a proposition they are willing to pay for.
From the Intercontinental Ambassador programme, to Pret a Manger in the UK and the most recent proposition from Emirates, Skywards+
Listen to hear Rob's insightful views on what makes paid loyalty work for key consumers who are highly educated on the benefits of loyalty programmes when they are done well.
Show Notes:
1) Rob Burgess
2) Head for Points
3) Skywards+
As loyalty marketers, it's essential that we have access to both the financial models and the financial language we need to educate senior executives on the incredible value generated from our loyal customers, and ensure that our customers are valued as the "strategic asset" they are.
Academic leaders such as Peter Fader, Professor of Marketing with the Wharton School at the University of Pennsylvania, are increasingly helping both companies and investors to understand the future lifetime value of customers (not just historic revenues) when valuing a firm.
This work has led to innovative concepts such as "Customer Based Corporate Valuation" (CBCV), an industry-leading concept that will undoubtedly become an essential framework for future loyalty marketers.
Listen to learn about Professor Fader's fascinating work across the loyalty industry with implications for both the academic and business sides of our industry.
Show Notes:
1) Professor Peter Fader, Professor of Marketing, the Wharton School of the University of Pennsylvania
2) Harvard Business Review - Jan/Feb 2020 issue articles - "The Loyalty Economy."
3) Theta Equity Partners
4) Customer Centricity: Focus on the Right Customers for Strategic Advantage - 2012 Edition (New Edition Scheduled July 2020)
Voted the number one loyalty programme in New Zealand,AA Smartfuelis a fascinating loyalty programme that was designed with a laser focus on delighting customers with the opportunity to earn a free tank of fuel!
This coalition programme now boasts more than forty merchant partners across 1,200 locations nationwide, who together market the programme and ensure consumers can achieve meaningful savings on fuel from their everyday spend.
Joining me today to share their story are Ian Sutcliffe, Co-Founder of the programme along with his Marketing Manager Jordan Tran.
Together they explain the latest innovations for this programme, from new reward options through to ideas on how best to share data and insights in ways that continue to delight customers and partners alike.
We also discuss another of my favourite ideas, leveraging our loyalty programmes to support supplier brands like FMCG manufacturers.
Listen to learn this unique case study from perhaps the most active loyalty market in the world.
Show Notes:
1) AA Smartfuel New Zealand
2) Ian Sutcliffe - Co-Founder AA Smartfuel
3) Jordan Tran - Marketing Manager at AA Smartfuel
In 2017, the UK country's largest broadcaster Sky TV, launched its VIP programme, the first tenure-based programme in the industry which promises customers that "the longer you stay, the better it gets", with a clear intention for its customers to feel loved and appreciated.
It began by offering exclusive live experiences to over a million customers a year, and then, as a result of nationwide lockdowns, it pivoted to delivering even more extraordinary & innovative virtual experiences.
In my conversation with Rob Chandler, he shared some fascinating models on how Sky VIP thinks about loyalty and how they create new and exciting ways to really say an explicit "thank you" to its loyal customers.
Enjoy this episode of "Let's Talk a LITTLE Loyalty" for some fascinating insights on how to truly differentiate your brand, no matter how competitive the industry.
Show Notes:
1) Rob Chandler - Former Head of Customer Loyalty - Sky UK
2) The Gamification Revolution: How Leaders Leverage Game Mechanics to Crush the Competition - by Gabe Zichermann
Three years after the introduction of tighter data regulations & GDPR in Europe, the world of data protection and privacy is only getting more complex. In fact, my guest today described the privacy challenges we face today as a "perfect storm".
From changing cookie laws, to complex data transfers, to the latest class action law suits being brought on behalf of professional footballers, there is now doubt that the tectonic plates in our industry are shifting.
So how can we ensure we're professional, prepared and protected as much as possible?
While we continue to cope with COVID, our industry is facing rapid changes, such as the increasing use of facial recognition technology & biometrics, so listen to learn all about the approach you can take to ensure "custom privacy protection by design, which will endure by default".
Richard Dutton, Managing Director of theElias Partnership joins me on today's show to explain the concept of a "Data Health Check", what it does, how it helps and how your company can ensure a legally defensible position should a data breach ever occur.
Show Notes:
1) Richard Dutton
2) Elias Partnership
ebookers UK was launched in 1998 as the UK's first online travel agency, and added its "Bonus+" programme in 2016, in order to offer its customers a compelling reason to book with them.
Listen to this episode of "Let's Talk a LITTLE Loyalty" to hear my favourite aspects of this simple and generous loyalty programme - particularly its focus on mobile users.
Show Notes:
1) ebookers.co.uk
2) Bonus +
3)Nicki Helfet
4) Let's Talk Loyalty Interview with ebookers.com
To celebrate the second birthday of "Let's Talk Loyalty", I am joined by my partners and friends - leading loyalty veterans, Bill Hanifin and Mike Capizzi of the Wise Marketer Group and Loyalty Academy.
Our conversation reviews “then versus now” for the loyalty industry and our own progress and milestones as some of its global voices.
As well as looking back on where we've come from, we chat through the new Wise Marketer Loyalty Research Group, the Women In Loyalty community, some ground-breaking research on "pay with points" research in the US market, along with a formal announcement for the CLMP Loyalty Academy training coming to Dubai in December 2021, including an exclusive discount code for "Let's Talk Loyalty" listeners!
Show Notes:
1) Bill Hanifin - CEO & Managing Editor, The Wise Marketer
2) Mike Capizzi - Director of Education, Loyalty Academy
3) Loyalty Academy and Loyalty Vault
4) The Wise Marketer
5) Delphi Research Reports
6) Pay With Points Research
7) CLMP - Certified Loyalty Marketing Professional Workshop - Dubai, UAE - December 6th, 7th, 8th 2021
8) CLMP Dubai Training Loyalty Academy Code and Conditions
How do you know your loyalty investment is worthwhile?
If you're interested in measuring your “return on loyalty”, listen to learn from industry experts Ellipsis how they they isolate, measure and define the levers within any loyalty program to understand what’s working, what’s not and why!
A MUST-listen episode to answer the most-asked question in the loyalty industry IMHO :)
Show Notes:
1)Ellipsis Australia
2) Adam Schaffer - Co-Founder & Managing Partner at Ellipsis & Company
3) Tim Tyler - Managing Partner at Ellipsis & Company
Bilt is the world’s first rewards program that lets you earn loyalty points on rent.
This incredibly innovative idea was launched in June 2021, rewarding the highest monthly expense for US consumers.
With a particular relevance for younger consumers such as millennials and Gen Z, Bilt Rewards is already available for residents of two million apartments, and is also proving a hit with leading US landlords by incentivising the prompt payment of rents, while minimising the costs of acquiring and retaining residents.
This interview features a masterclass in loyalty from industry veteran David Cantywho transformed the airline loyalty industry during his career in JetBlue Airways, as well as leading hotel and retail brands and who now brings his loyalty expertise to real estate.
This episode of Let's Talk Loyalty discuses how Bilt Rewards creates opportunities for US rental consumers to earn rewards such as airline travel, educating them about the potential financial benefits of loyalty programs, while also supporting them on their own path to eventually become home owners - truly a lifelong loyalty program proposition.
Show Notes:
1) Bilt Rewards
2) David Canty - Head of Loyalty & Partnerships at Bilt Rewards
3) Ankur Jain - Founder Bilt Rewards
4) Loyalty & Awards Dubai UAE
As one the world’s largest cashback programs, Rakuten Rewards has paid out over $2 billion to members in North America.
In this summary episode I am excited to discuss the power of affiliate marketing and great partnerships to build a brand as well as commercial value for merchants and consumers alike.
Listen to this summary of episode of Let's Talk Loyalty to learn all about the power of the Rakuten brand and Rakuten Rewards to drive consumer loyalty and profitable behaviour, both online and offline.
Show Notes:
1) Kristen Gall - President, Rakuten Rewards
2) www.Rakuten.com – leading Cash Back service in the US
3) Let's Talk Loyalty Episode #36 - Rakuten Rewards
Today's episode showcases Livelo, the leading loyalty and coalition marketing services provider in Brazil.
Built as an entirely digital loyalty programme, Livelo's innovative and customer-centric approach have ensured exponential growth, and it's now one of the fastest growing and more profitable companies in the country.
As Chief Marketing Officer and Chief Operating Officer, Daniel Pagano joins in this episode of "Let's Talk Loyalty" to share some of their latest successes, and the power of a structured and strategic approach to delight customers and merchants alike.
Show Notes:
1) Daniel Pagano
2) Livelo
3) Comarch
This week’s short show reviews the 2020 UK loyalty white-paper, produced by YouGov together with Mando Connect written and researched with the goal of truly understanding what British consumers want from loyalty programmes.
This short summary highlights some innovative ideas developed by leading retailers to appeal to socially-savvy younger consumers as well as an overview of the most popular loyalty models and rewards in this incredibly competitive market.
Listen for some of the exciting new ideas and trends that emerged in recent years.
Show Notes:
1) YouGov.com
2) Mando Connect
3) UK Loyalty Whitepaper - What the Brits Want from Loyalty
Shopping Centres need loyal customers now more than ever, but shopping mall loyalty programs are notoriously difficult to create successfully. Balancing the diverse needs of merchants, mall operators and shoppers requires a delicate balance of strategic insight and operational experience, so I was delighted with the opportunity to interviews today's guests who have successfully created and launched a program in a brand new luxury mall and fine dining destination in Serbia. Galerija Belgrade opened in late 2020, with loyalty at the core of its marketing strategy. Listen to learn all about how the team developed and funded this generous loyalty programme "Moj Beograd" in a way that's delighting all of the stakeholders involved.
Show Notes: 1) Vanesa Jovanovic 2) Chayya Bassi 3) Galerija Belgrade 4) Quick Brown Fox Consulting
Today's short show is a summary of a great conversation with Adam Posner who reached out in early 2020 to ask loyalty professionals worldwide to collaborate and contribute to a report he was creating called ‘119 Customer Loyalty Ideas to Beat COVID-19'. Adam shared all of the fascinating loyalty ideas that came through in a useful eBook which he published early in the emergence of the COVID pandemic and the book is still available for anyone to download from his website. This show is a great way to learn from global loyalty industry professionals who shared some powerful ideas to build customer loyalty amidst the unprecedented changes in consumer behaviour that we are still experiencing with COVID 19.
Show Notes: 1) 119 Ideas to Beat Covid 19 2) Adam Posner 3) The Point of Loyalty
Like the rest of the world, the Covid 19 pandemic is perhaps the toughest challenge that India has faced yet.
So can the loyalty industry help?
The "Young Warriors" movement has been created to leverage loyalty mechanics for a social cause rather than a commercial one - to educate, inspire and reassure particularly young people in India on how best to protect themselves and their families against Covid-19.
These "young warriors" have created a social currency that recognises those who are sharing accurate information, support services and taking positive action to support their communities against the disease, in partnership with both the public and private sectors for maximum impact and scale in a country of almost 1.4 billion people - many of whom live in remote villages.
This inspiring interview explains how Unicef's "Generation Unlimited" organisation is harnessing Whatsapp as the country's leading messaging platform, along with partnerships with community radio stations to ensure no-one is left behind.
A truly inspiring insight in to how loyalty levers are making an impact against COVID 19.
Show Notes:
1) Madan Padaki
2) Yuwaah Young Warriors Initiative
3) Generation Unlimited
4) Chatbot: +91 96504 14141
Founded in 1981, the AAdvantage program is one of the world's first and biggest loyalty programs.
In early 2020, I interviewed Bridget Blaise-Shamai, then President of the AAdvantage program, and discovered the original strategic idea behind the program, some of it's most fascinating insights and how American Airlines was adapting to perhaps the most challenging time in its history.
This short summary show captures just some of what I learnt from this extra-ordinary success story, so listen to learn how a laser focus on customers can create extra-ordinary loyalty, even in this most competitive sector.
Show Notes:
1) AAdvantage Program
2) Bridget Blaise- Shamai
3) Let's Talk Loyalty with American Airlines Advantage Programme
As one of the world's longest standing, best known and most trusted research reports in the loyalty industry, I am delighted today to bring you the latest industry insights from "The Loyalty Report 2021".
Featuring research with over 35,000 consumers in North America, this year marks the eleventh edition of the Loyalty Report from Bond Brand Loyalty, based on an in-depth assessment of over 450 loyalty programs in this unprecedented year of changing consumer behaviour.
I was delighted to be joined by Phil Ruben, Bond Brand Loyalty's Executive Vice President of Global Insights, who explained some of the latest ideas the research uncovered, with topics such as "share of wallet" and the importance of being loyal TO your customers (rather than simply expecting it from them) emerging as critical concepts for loyalty professionals to understand.
Show Notes:
1) Bond Brand Loyalty
2) Phil Rubin Executive Vice President Bond Brand Loyalty
3) The Loyalty Report 2021
With a background running customer programmes and platforms for leading brands like Adidas and Nokia, Joseph Taylor is now a senior executive with Epsilon and in our discussion in early 2020, he shared some fascinating insights on loyalty trends and preferences around the world.
As the global pandemic became an increasing concern, we discussed how loyalty programmes were adapting their models to stay profitable and powerful, proving to be an even more critical tool for brands to build trust and relationships - beyond just transactions and rewards.
We also talked about the difference between transactional-style programmes and the newer emotionally-led propositions - what Epsilon calls "BIG L" loyalty versus "little l" loyalty!
Listen to this summary to learn more about these ideas and other insights from Joseph Taylor for loyalty program managers around the world.
Show Notes:
1) Joseph Taylor, Senior Vice President Operations, Epsilon
2) Loyalty Insights from Epsilon - full episode
Podcasting has proven to be the most powerful marketing I've ever done, so today, I'm talking about the power of podcasting, and other formats like video, as tools to create customer loyalty!
At this extra-ordinary time of change, these communications channels, and particularly the human voice, create compelling connections with customers in a way I find truly exciting.
My guest to discuss this is Jon Dwoskin, who has published over 1,000 podcasts episodes of his show "Think Business" and he joins me on "Let's Talk Loyalty" to share his insights on how to become more successful in your own career or business using content and these audio and visual communication channels that you might not have previously considered as tools to build loyalty with your customers.
Show Notes:
1) Jon Dwoskin - Business Coach & Business Mentor
2) Think Business Podcast
3) JonDwoskin.com
Simon Rowles is a loyalty expert whose company Beyonde specializes in identifying disruptive technologies that have proven successful overseas and bringing those new ideas and solutions to his clients in Australia.
Whether it's loyalty technology, payments, personalization, digitization or identity solutions, Simon explains the unique characteristics and profile of the Australian market, as well as some of his favourite technology ideas that both customers and clients are excited about.
Recorded in April 2020, the original interview is a thoroughly enjoyable 40 minutes of loyalty insights that's definitely worth listening to!
Show Notes:
1) Simon Rowles
2) Beyonde
3) Let's Talk Loyalty Episode #31
Today, I'm sharing a one-off bonus episode of “Let’s Talk Loyalty” in partnership with my friends in Epsilon for their recent #EpsilonPersonalive event.
With so many changing consumer expectations over the last year, alongside loyalty experts Prabhu Kannan, Amy Lanzi and Michelle Proctor, I joined a session to discuss "Loyalty Across the Customer Journey".
It was my first “Let’s Talk Loyalty” LIVE podcast sharing how to create the best loyalty strategy for your organization’s goals.
Please enjoy this one-off bonus episode of “Let’s Talk Loyalty”!
Links:
1) Epsilon
The Loyalty Science Lab is a unique and incredibly useful marketing research facility from Old Dominion University that researches the psychological aspects of loyalty programs.
Founded and directed by Yuping Liu-Thompkins, the Loyalty Science Lab collaborates with industry leaders to identify and research commercially important concepts that drive loyal customer behaviour.
The Loyalty Science Lab therefore combines academic rigour with practical insight, allowing Dr Liu-Thompkins to become a subject-matter expert on the design and effectiveness of loyalty programs as a tool for customer retention, cross-selling, and customer growth.
Dr Liu-Thompkins has published her research in top marketing and advertising journals, and today joins "Let's Talk Loyalty" to share some of the exciting insights from her research that will prove fascinating to anyone running a loyalty program or initiative around the world.
Show Notes:
1) Yuping Liu-Thompkins - Founder & Director of Loyalty Science Lab & Professor of Marketing, Old Dominion University
2) Loyalty Science Lab Articles:
What Happens When People Get Closer to a Reward? https://bit.ly/3qMEL6E
How to Nudge People to Go Further in a Loyalty Program? https://bit.ly/3jH5osg
How to Gauge Loyalty Program Engagement - https://bit.ly/36a3yID
Your Business Needs a Loyalty Model - https://bit.ly/3hdzySf
Are Your Customers Really Loyal? https://bit.ly/3hAUtxx
3) Loyalty Science Lab on Medium
The UK market is a dominant influence on marketing worldwide and one of my favourite resources to stay up to date on how its technology, communications and consumer culture are evolving is published each year in a "Trends Report" by Mindshare.
In early 2020, I reviewed their latest predictions which are always both useful and insightful, and even though this research was conducted before the pandemic impact emerged, it features big ideas and consumer insights that loyalty marketers need to consider as we plan and manage our programmes.
Show Notes:
1) Mindshare UK 2020 Trends Report
2) Let's Talk Loyalty Episode 30
My guest today leads loyalty initiatives for one of the biggest banks in South Africa - Nedbank, whose Greenbacks Loyalty Programme began as a simple card swipe incentive programme, but has evolved as a powerful way for the bank to reward its complete banking relationships with their customers.
By listening to customer feedback and understanding loyalty psychology and behavioural economics, Dharmesh Bhana is leading the evolution of a compelling loyalty proposition, focused on benefitting all stakeholders.
Whether it's to help customers manage their money better, reward responsible borrowing or build excitement and engagement at key moments in customer's lives, Dharmesh shares his favourite learnings, including the power of competitions as a loyalty mechanic, as well as tangible rewards that can be converted in to cash to be easily used by customers.
Show Notes:
1) Dharmesh Bhana - Executive: Loyalty & Rewards
2) Nedbank
3) Book Recommendation: "Don't Make Me Think" by Steve Krug
As the largest luxury retailer in the Middle East, the Chalhoub Group is a premium concept, representing some of the most exclusive brands in the world, so creating a compelling loyalty concept for them required new ideas and innovative thinking.
This short show summarises my interview with Nida Unas, Head of Group Loyalty at the Chalhoub Group, who told me about MUSE - the programme they developed to reward premium Chalhoub customers with luxury experiences.
Show Notes:
1) Nida Unas - Head of Group Loyalty at Chalhoub Group
2) Lets Talk Loyalty#29: Rewarding Loyalty with Luxury Experiences.
With over twenty years leading loyalty initiatives in the Middle East region for Collinson, today's episode features insights from Priyanka Lakhani who has worked with so many of the loyalty programmes in this region.
Priyanka shares her insights on the importance of optimising the timing and relevance of your rewards, and driving redemption as a powerful way to create emotional loyalty with customers.
We discuss new and different ways for members of travel loyalty programmes to earn points or miles when shopping online, as well as how paid loyalty and subscription-based programmes can drive profitable revenue for business.
Show Notes:
1) Priyanka Lakhani - Director South Asia, Commercial Director Middle East and Africa
2) Collinson
The need for retailers to adopt digital technology was unexpectedly accelerated in March 2020 as the world locked down to safeguard public health amidst the global pandemic.
With convenience retail stores classified in many countries as an essential service, to supply gas and basic products for consumers, innovative solutions including contactless payments and the ability to pre-order and pre-pay for products became essential to build trust with customers, as the focus on long-term loyalty initiatives became a secondary concern.
This short show discusses some of the simple solutions available to retailers at this unprecedented time.
Show Notes:
1) Bob Stein
2) Liquid Barcodes
This episode of "Let's Talk Loyalty" focuses on insights and emerging trends across APAC and MEA.
With a marketing career that began in direct mail, data and applied statistics, Paul Davies' has worked in advanced markets like the UK, and today he shares his view on how loyalty marketing is evolving in these, as well as emerging markets that have traditionally focused on customer acquisition.
We discuss global trends in loyalty, as well as the risks and challenges of promotions and first party data, as well as the power of organisational design to help use loyalty mechanics to build brand loyalty, not just transactional loyalty.
We discuss the need for creativity in loyalty marketing, helping marketers connect with both the rational and emotional aspects of the human brain.
Show Notes:
1) Paul Davies - Senior Vice President APAC MEA
2) Epsilon
3) Hoover Free Flights Promotion
4) Forrester Wave Loyalty Solutions - Q2 2021
This short show summarises the insights I learned from Amanda Cromhout, founder of the Truth loyalty agency in South Africa.
In March 2020, they published their latest white paper on the key trends in loyalty from South African consumers, so listen to learn the incredible statistics she shared, as well as her key concern about the one consumer segment that is actively disengaging from loyalty programmes in that market.
Show Notes:
1) Episode 27 of Let's Talk Loyalty
2) Amanda Cromhout
Loyalty programmes inevitably require considerable investment to build, manage and optimise, and with so much money and time being spent, it's essential to know what's working and what's not!
Mike Atkin, affectionately known as the "Loyalty Guru", has developed a framework that he uses to expertly assess any loyalty programme against industry best practise, giving the type of expert support that so many loyalty marketers say they need.
Known as the "Loyality Check", Mike and his colleagues assess every aspect of any programme's design, operations, technology infrastructure and financial performance, to help you understand what's working, and what's not.
Listen to this episode of "Let's Talk Loyalty" to learn how you can avail of Mike's expert assistance if you're not sure if your loyalty programme is working as powerfully as it should!
Show Notes:
1) Mike Atkin - The Loyalty Guru
2) Customer Strategy Network
In this episode of “Let’s Talk Loyalty”, I summarise the great conversation I had in 2020 with Phil Hawkins, Operations Director for Flybuys - Australia's most popular loyalty programme.
Phil has spent much of his career supporting its incredible success and he shared the 5 top lessons he has learned about loyalty marketing along the way.
Listen to this short episode to learn Phil's lessons on truly building loyalty, and how Flybuys Australia is evolving for the future.
Show Notes:
1) Phil Hawkins - Chief Operations Officer at flybuys
2)Flybuys coalition programme
With over fourteen years in loyalty and consulting roles from a technology perspective, Bart Demczuk is today leading the Middle East region for Comarch, who power loyalty programmes around the world for brands like BP, Old Mutual and Puntos Colombia, as well as regionally for industry leaders like ADNOC and ENOC.
Bart shares his strategic view on some of the current key challenges for loyalty professionals, firstly to ensure they measure truly commercial metrics to ensure they are running a successful loyalty programme.
He shares his views on the risks posed by industry disruptors offering short term marketing channels for restaurants and retailers, but at the expense of creating and owning long term direct relationships with their customers.
He also highlights the risk of "excessive personalisation" - a trend which has become increasingly prevalent on social media channels, and the importance of balancing privacy and personalisation in a way that customers truly value.
Listen to this episode of "Let's Talk Loyalty" for a helicopter view of insights from the Middle East from this leader in loyalty.
Show Notes:
1) Bartosz Demczuk - Senior Vice President at Comarch Middle East
2) Comarch Loyalty Marketing Solutions
As one of the largest airlines in the world, Emirates Airline last year celebrated the 20th anniversary of its loyalty programme Skywards, which had just passed a global membership base of over 27 million members, many in International markets.
Just two shorts weeks before the global pandemic forced an almost total shutdown of the world's aviation industry, I had a fascinating conversation with Dr Nejib Ben Khedher who has led the digital transformation of Skywards in recent years.
This short show summarises his incredible insights on what was working so well for Skywards already and some exciting new ideas emerging in the industry.
For me, Skywards and Emirates are inspiring brands given their premium position in the global aviation market, and my own fond memories of working in the same company many years ago.
Listen to this episode of "Let's Talk Loyalty" for a truly exciting perspective on what's possible when a global brand invests in its loyalty strategy with a clear intention of delighting its members.
Show Notes:
1) Emirates Skywards
2) Dr Nejib Ben Kheder
"For Love or Money 2021" is a powerful, independent and comprehensive research report on customer views of loyalty marketing programmes that operate in Australia and New Zealand.
Hot off the presses, Adam Posner, the loyalty brains behind the report, talks me through the lessons learned from this year's panel of customers - from the surprising (plastic card anyone?) to the delightful (here's looking at you Woolworth's Rewards) and one result that's downright disappointing!
Listen to this episode to understand the highlights of this latest loyalty research that includes insights and comparisons on Covid-related behaviour changes, and find out more about how you can access your own copy of the 2021 report.
Show Notes:
1) Adam Posner
2) For Love or Money 2021 Reports
In this short episode, I showcase my partnership with my friends in "The Wise Marketer™" - the world's most widely read source of news, and insights for loyalty marketing professionals.
The guys in The Wise Marketer and I are equally passionate about sharing loyalty knowledge so this content partnership is the perfect way to do that.
In this five minute episode, I summarise key insights from the CEO of The Wise Marketer, Bill Hanifin, and how proud I am to be working with The Wise Marketer group, adding my "voice" to be part of the world's biggest loyalty community.
Show Notes:
1) Bill Hanifin
2) TheWiseMarketer
3) The Loyalty Academy
4) Full interview with Bill Hanifin - episode #24
As Australia's top online pure-play beauty retailer, Adore Beauty has had incredible growth and success in recent years, even throughout the pandemic.
Not only did the company successfully go public in 2020, but it also launched an innovative non points-based loyalty programme called the Adore Society.
With a goal of education, a clear set of benefits for each loyalty tier based on member's spend, and simple yet exciting rewards, Miranda Bliss is the brains behind this compelling customer-focused loyalty programme that's already proving incredibly successful.
In this episode of Let's Talk Loyalty, Miranda explains the programme proposition, the focus on education and entertainment for customers, as well as their powerful content strategy - together which are driving incredible growth and loyalty for this inspiring business.
Show Notes:
1) Miranda Bliss
2) Adore Beauty
3) Adore Society
4) Beauty IQ Podcast
5) Skincare School Podcast
My favourite loyalty stories are programs or platforms that serve a higher purpose that benefit us as people as well as the companies we are customers of.
In episode 23 of LetsTalkLoyalty, I was thrilled to meet Dan Gipple, who is the founder of a loyalty platform called “Better Points” that uses loyalty psychology and mechanics to change consumer behaviour such as improving their health.
I had met Dan through an inspiring story that the BBC did on a loyalty programme in Italy called Bella Mossa – a programme designed by the city of Bologna to address the problem of pollution.
Listen to learn a summary of key insights on human behaviour & the psychology of consumer loyalty and some fascinating programmes that serve an even "higher purpose".
Show Notes:
Episode #23 of Let's Talk Loyalty
BBC News - Clip featuring the city of Bologna's loyalty programme.
Bella Mossa - Using Rewards to incentivise citizens of Bologna to drive less frequently,
Dan Gipple.
Better Points Platform.
South Africa is famous for the innovative "shared value" business model that has created extraordinary loyalty within the insurance industry for more than twenty years.
So how does a financial services firm like Old Mutual compete against the market leader?
The answer is innovation, a clear intention to add value and be loyal TO members, enhancing their financial understanding, while ensuring their products and loyalty programme are accessible to customers in every segment of society.
In this show, Brett Cameron, Head of Rewards at Old Mutual in South Africa, shares the ideas and insights that are driving growth, connection and financial wellbeing with Old Mutual's members and customers.
Show Notes:
1) Brett Cameron - Head of Rewards, Old Mutual
2) Old Mutual
This short show is an introduction to CX – or “customer experience” - a field that has exploded in recent years as a powerful way to drive customer loyalty.
I'm summarising my episode featuring Michael Killeen, founder of the “CX Academy” to figure out what customers expect from brands, why so many companies are appointing CX professionals, and how loyalty professionals can lead CX initiatives.
Show Notes:
1) Episode 22 of Let's Talk Loyalty
2) CX Academy
3) Michael Killeen
Today's episode is a summary of my interview with Sarah Richardson, Founder of the Australian Loyalty Association.
In our original interview, Sarah had showcased the impressive loyalty marketing industry in Australia, so this short summary highlights some of the amazing things I learned from her expertise in that market.
Sarah now runs a boutique loyalty consultancy firm called SCIENSA, advising on loyalty strategy and helping programme owners measure and improve the value of their loyalty programmes.
Listen and learn for a masterclass in the Australian loyalty market.
Show Notes:
1) Sarah Richardson
2) Let's Talk Loyalty - Episode 21
Film, music and games are all assets that loyalty programme owners can leverage to drive emotional engagement with members.
In this episode, I summarise my previous interview with film partnerships expert Tom Sugg, who explains how to leverage the power of the world's most popular entertainment brands as partners to engage your customers around their passion points.
Show Notes:
1) Brand Culture
2) Tom Sugg
3) Let's Talk Loyalty #20 - Leveraging Customer Passions to Drive Loyalty
Dr Anil Pillai is a human engagement expert, with experience advising some of the world's top firms across Europe, India and the Middle East. He is passionate about applying a deep understanding of human psychology to consumer's behaviour - whether it's to communicate effectively or change a desired behaviour.
In today's show, we discuss concepts such as the 'Effort Assessment Score" as a framework that evaluates the effort needed for a customer to complete a task, our concerns about "loss of control" and the need to design our customer's loyalty journey with speed and simplicity in mind.
We also discuss insights around the perception of various communications channels for audiences and how these may be perceived by users.
For anyone interested in the neuroscience of either business or loyalty, Dr Pillai offers some superb insights to include in your approach.
Show Notes:
1) Dr. Anil V. Pillai
2) BuyerBrain.com
3) Terragni Consulting
4) EAS - Effort Assessment Score Framework
5) Don Peppers
6) Customer Fest Virtual Conference
7) https://hbr.org/2012/05/to-keep-your-customers-keep-it-simple
8) https://faculty.washington.edu/jdb/345/345%20Articles/Iyengar%20%26%20Lepper%20(2000).pdf
Running a loyalty programme can be challenging in many ways so who can you turn to for advice, a second opinion and access to global loyalty brain power when you need it?
One place is the "Customer Strategy Network" or CSN, of which I'm delighted to be a member.
CSN is a global organisation of loyalty practitioners and in this short episode I summarise my conversation with Nick Chambers who leads the CSN and share the types of loyalty projects the CSN typically supports.
Show Notes:
1) Customer Strategy Network
2) Nick Chambers
3) Let's Talk Loyalty Episode #19 with Customer Strategy Network
As the world's first ever airline alliance, the Star Alliance is an extra-ordinary example of how global partnerships can be created to ensure a compelling, consistent and seamless experience for airline customers and earn their loyalty.
With the alliance about to celebrate its 25th anniversary, I was delighted to learn some fascinating insights from their group Director of Loyalty, Renato Ramos who shares some superb ideas from his years of global airline loyalty experience. We discuss the evolution of loyalty for airlines in a pandemic and post-pandemic world, including the importance of non-airline partnerships, the challenge and opportunity to extend airline loyalty programmes to leisure travellers, as well as innovative possibilities such as cash back and pre-paying for loyalty points.
Show Notes:
1) Renato Ramos
2) Star Alliance
3) Star Alliance Innovation Hub Announcement
4) Starbucks as a Banking proposition
This is a summary of an already short show where I spoke about my predictions for the loyalty industry for 2020!
It was recorded and released pre-Covid and featured my three big trends ideas, including the increasing role of CX for loyalty marketing, the importance of building an emotional connection with customers as well as my personal passion for using the human voice as a way to access key services, like my loyalty programme updates.
Show Notes:
1) Episode 18 of Let's Talk Loyalty
What are some innovative new ideas you could use to build consumer loyalty if you were brave enough to try them as one of the first?
In this episode of Let's Talk Loyalty, I'm discussing MY absolute favourites - Whatsapp for Business/loyalty, the power of a voice marketing strategy and my all-time favourite, payment-led loyalty. These I believe are three of the most powerful tools available to loyalty marketers in 2021!
To help me understand these innovative ideas, I chatted to Lisa Brightwell, the founder of one of the UAE's top loyalty agencies Bright Insights Consulting who has studied how these powerful tools can be used to differentiate your brand in this era of dramatic changes in consumer behaviour.
Listen for a masterclass in innovative loyalty marketing and the powerful tools that you can use to connect with your customers.
Show Notes:
1) Lisa Brightwell - Managing Director
2) Bright Insights Consulting
3) World Health Organisation Uses WhatsApp for Covid for Health Information
4) KLM - First Airline Leveraging Whatsapp for Business
5) Whatsapp for Business
6) Esteé Lauder Voice-Activated Sampling Campaign
7) Forbes Article on Loyalty
In this short episode, I summarise my discussion with Deon Olivier, a well-known loyalty expert in South Africa
He shares some of the extraordinary powerful concepts that this sophisticated loyalty market has launched, including Discovery's famous Vitality program, some unique concepts within retail banking as well recent developments in fuel retail and convenience stores in the South African market.
Show Notes:
1) Deon Olivier - Certified Loyalty Marketing Professional
As the currency originally created and famously known as "Air Miles", Aviosis now the loyalty currency of the five airlines of the IAG airline alliance, operated by IAG Loyalty Limited, which now boasts over 35 million members across airlines including British Airways, Aer Lingus and Iberia - airlines that together typically carry over 118 million passengers a year.
Adam Daniels, CEO of IAG Loyalty Ltd, shares both the expected and unexpected changes that have emerged through the global pandemic, with major behaviour changes including how consumers and retail partners have discovered the extraordinary power of awarding Avios points for online shopping.
We also discuss some new ideas for banking partnerships and also the power of the currency as a tool to drive employee loyalty, with concepts such as "Get Fit With Avios" proving hugely successful!
Show Notes:
1) Adam DanielsChief Executive Officer
2) IAG Loyalty
3) Collinson Group
This episode of "Let's Talk Loyalty" summarises my top insights from British Gas Rewards - an award-winning UK loyalty programme that's loved by millions.
With a goal to make customers feel recognised and rewarded in an intensely competitive sector, British Gas Rewards developed an innovative concept without using points.
With customers asking for simplicity and exclusivity, British Gas in partnership with their agency Mando Connect developed a concept that combined core rewards from British Gas in the form of "loyalty days" with exclusive partners offers across key categories that customers love.
Listen to hear the highlights of my learnings from the British Gas Rewards loyalty programme or listen back to the full interview in December 2019. It's episode #16 of "Let's Talk Loyalty".
Show Notes:
1) British Gas Rewards: https://www.britishgas.co.uk/rewards.html
2) British Gas Rewards Partnership Agency: www.Mando-Connect.co.uk
3) British Gas Rewards on Let's Talk Loyalty - Episode #16
Recently voted one of the most innovative companies in Germany, Payback is a world-famous coalition loyalty programme, headquartered in Germany, that boasts over 80 million members.
The company actually operates coalition programmes in six international markets, and enjoys extraordinary levels of engagement, with an extraordinary performance and over 95% of Payback Points redeemed by members!
Berni Brugger is the CEO who has led the company for over twenty years from its humble origins as a simple multi-partner programme, through its acquisition by American Express, now to its current positioning as a global marketing technology and services company.
In this show of "Let's Talk Loyalty", Berni highlights the amazing successes achieved over the last twenty years, the (surprising) continued popularity of postal mailings with members, as well as the retail sectors that are thriving despite the challenges of Covid 19.
Show Notes:
1) Bernhard Brugger - CEO PAYBACK Global Loyalty Coalition
2) Payback Global Loyalty Coalition
3) Comarch Loyalty Marketing Platform
In this episode, I’m summarizing my interview with Selim Tanfous of KPMG, who shared insights from a survey of 18,520 consumers from more than 20 countries, called “The Truth About Customer Loyalty”. Selim explained the key “pillars” that drive customer loyalty, the importance of personalization compared to the power of your loyalty currency, as well as consumer-led factors such as the power of social media, online reviews and recommendations from friends and influencers in certain markets, particularly in Asia.
We learn some of the key issues, including ongoing frustration around the lack of simplicity, and the reality that most programmes are still more relevant to baby boomers and generation x, rather than the consumers of the future.
We discuss the power of paid loyalty programmes, and the importance of innovation, and for brands to demonstrate a clear purpose, as well as potential for more coalition loyalty programmes and brand partnerships in many markets.
To learn more about this very interesting research from KPMG, you can listen to the full interview – it’s episode #15 on letstalkloyalty.com
Show Notes:
1) Lets' Talk Loyalty Episode #15: KPMG Global Report - The Truth About Customer Loyalty
2) The Truth About Customer Loyalty - 2019 edition
While marketers all agree that "data is the new oil", there are few brands that seem to be personalising their brand communications effectively - only 7% of customers said they are satisfied with the level of personalisation they receive from brands!
And the challenge to effectively connect with customers is about to get considerably harder, with the news that cookies as the key tool used by digital marketers to date will be phased out by Google in 2022!
Loyalty members, and the data they share, is about to become even more important as THE key strategic asset in any organisation.
Elliott Clayton isSenior Vice President of Media for Epsilon in the UK, and today he shares the challenges presented by "3rd party cookie deprecation" - an explosive industry issue for the future of digital marketing - which has been described as "even bigger than GDPR" and one that loyalty marketers can leverage to ensure increasing support for their programmes.
Elliott explains why it's a great time to work in loyalty marketing, the emergence of loyalty programmes as media owners, as well as other key trends that marketers in advanced markets such as the US are experimenting with to drive connections with customers.
Show Notes:
1) Elliott Clayton CLMP - SVP Media UK, Epsilon Conversant
2) Epsilon Conversant
3) Loyalty Academy
This episode summarizes my interview with Niall Rooney, Loyalty Manager for British Airways Executive Club, in which we discussed emerging trends in airline loyalty, including the importance of “simplicity”, as well as how customers are demanding more ways to earn Avios points as well as more ways to burn them!
From increasing their partner credit card spend, to doing their online shopping on the Avios eStore, it was really interesting to hear that British Airways had recently increased their reward seat availability, and had begun allowing members to use their Avios on board to buy food and drink as well as to pay for seating and baggage.
Listen to this short summary to learn more about driving loyalty in British Airways and if you want to listen to the full interview, it’s episode #14 on letstalkloyalty.com
Show Notes:
1) Let's Talk Loyalty with British Airways Executive Club
2)Niall Rooney, Head of Loyalty, British Airways
3) Simple Flying
With so many loyalty professionals considering the potential for a paid loyalty proposition (also known as a subscription-based loyalty programme), this show will answer so many questions.
Ros Netto has over a decade building and advising some of South Africa's top loyalty programmes and now she's delighting local consumers even more with the launch of South Africa's very first subscription programme in the restaurant/fast casual dining sector.
Ros shares the exciting journey so far for the Kauai loyalty programme - it's just eight weeks old yet driving great success and learnings already.
A truly inspiring success story - launched despite the additional challenges of Covid - both operationally and psychologically for consumers.
Show Notes:
1) Ros Netto: Customer, CRM & Loyalty Specialist at Real Foods Group
2) Bond Brand Loyalty - 2019 Report
3) Real Foods Group
4) Kauai Subscription Loyalty Programme
In this episode, I’m summarizing my interview with Ciaran Kelly, who founded “Earth Rewards”, a loyalty programme that measures, educates and inspires consumers to behave in ways that minimize their impact on the environment.
We discuss their “learn and earn” feature which allows users to understand exactly how many kilos of carbon their individual lifestyle is producing each year, and compare that to the average carbon impact of other people in any one of 30 countries around the world.
Earth Rewards is designed to partner with existing loyalty programmes that want to add a compelling environmental feature to their loyalty proposition, so listen to the full episode to learn how your loyalty programme can partner with them to demonstrate a real commitment to taking action to save the environment.
Show Notes:
1) Earth Rewards episode - A Loyalty Solution for the Environment
2) Earth Rewards
Like many retailers, Lagardere Travel Retail was badly impacted by the global pandemic in 2020, particularly in China where its duty free stores remained open but customers simply couldn't buy. This episode showcases the incredibly innovative solutions developed by the management team, led by Eudes Fabre.
With 1.8 million customers signed up across their two loyalty programmes, the brand had permission from customers to connect in digital channels, and so they team developed a video commerce strategy on WeChat that has become one of the most successful in China.
Listen to this extraordinary story of how the company's greatest marketing challenge has resulted in the creation of a whole new revenue stream that has now become a powerful and profitable channel in its own right, powered by its digital loyalty programme.
Show Notes:
1) Lagardere Travel Retail Group
2) Eudes Fabre - Chief Executive Officer - North Asia at Lagardere Travel Retail
3) Adam McCarthy - Chief Information Officer at Lagardere Travel Retail North Asia
This short summary of my interview with Laura Cagnacci discusses exciting loyalty initiatives being run for Roma Football Club by their marketing agency, who realised the importance and power of connecting Roma with their fans directly, rather than simply on third-party platforms like Facebook.
As a much loved football club, Roma used the power of a platform they owned to connect with previously unknown fans of all ages and profiles, with clear data points being measured, tracked and rewarded at the individual level, rather than just at a segment level as many marketers did in the past.
Listen to this episode to learn all about this award-winning programme in the sports sector, as well as learnings from building both a consumer AND a Business2Business loyalty program for an insurance client.
Show Notes:
1) Award-winning Loyalty in Italy - Roma Football Club and Advice Group
2) Laura Cagnacci
3) Advice Group
Puntos Colombia is the leading loyalty programme in Colombia with over 8 million members and it is the first loyalty programme in Latin America to be featured on Let's Talk Loyalty!
I was delighted to discuss this fascinating loyalty programme and some of the unique aspects of the South American loyalty market with CEO of the Puntos Colombia programme, Alejandro Gonzalez Saul.
Boasting over 100 partners, including the country’s biggest bank and grocery retailer, the Puntos Colombia programme is a powerful example of the potential of multi-partner and coalition programmes that truly put their customer's interests at heart.
We discuss the superb solutions the programme launched during the pandemic lockdown to drive engagement, the importance of NPS, social listening and member advocacy and some of their latest features (including Whatsapp functionality) to delight members.
Show Notes:
1) Alejandro Gonzalez Saul - CEO of Puntos Colombia
2) Puntos Colombia
3) Article - The Advantages of Customers as Ambassadors
4) Article - Winning Back Lost Customers
In this episode, I share the key lessons and learnings from a report entitled “Why Do Loyalty Programs FAIL?” This report was researched, compiled and published by Mike Capizzi, a loyalty expert and Dean of the Loyalty Academy.
Mike's report identifies and explains the top TEN reasons for the failure of loyalty programmes based on insights from 34 global loyalty experts who together boast a combined total of over 500 years of loyalty marketing expertise!
We discuss the power and problems of collecting and using consumer data, the role of clear, powerful and compelling communications, setting and measuring relevant KPI's, as well as the ongoing challenge of ensuring C-Suite support for any loyalty programme to be successful.
Show Notes:
1) Why Loyalty Program Fail - Episode #11 of "Let's Talk Loyalty"
2) Mike Capizzi
3) FREE report "Why Loyalty Programs Fail" - registration required.
Virgin Red is the exciting new loyalty programme launched to reward customers across the entire group of Virgin companies with their new currency - Virgin Points.
This episode features Kelly Best, Chief Marketing Officer of Virgin Red, who shares the unique selling points of the new programme, how it benefits members of the existing Virgin Flying Club, and their ambitious plans for world domination and a goal to engage the 35 million customers of Virgin companies worldwide.
Kelly shares the insights that led to partnerships with popular UK brands such as Gregg's sausage rolls, as well as the comprehensive portfolio of earn and burn ideas that make this "Virgin Red" programme as exciting and disruptive as the Virgin brand deserves.
Show Notes:
1) Kelly Best
2) Virgin Red
This summary features the key lessons I learned from Jesper Østergaard, Managing Director of the 7-Eleven chain of stores in Denmark, which in 2019 won the prestigious title of the “International Convenience Retailer of the Year”.
Jesper has spent many years revolutionising the 7-Eleven business in Denmark, from a kiosk business to now a successful food service business selling healthy lunch options that customers increasingly want, as well as building the 7-Eleven brand as another essential building block for consumer loyalty.
In this short show, I summarise some of the great management lessons Jesper has learnt in his career so far, and some of the amazing loyalty programmes around the world that he is looking to for inspiration for his own strategy.
Show Notes
1) Jesper Østergaard - 7-Eleven
2) Let's Talk Loyalty #10 - Loyalty in 7-Eleven Denmark with Managing Director Jesper Østergaard
3) Reitan Convenience
4) NACS International Convenience Retailer of the Year Award
5) NACS Europe
In early 2020, On Point Loyalty published a research report on the "Top 100 Most Valuable Airline Loyalty Programs" in the world, insights which proved remarkably relevant throughout the year as major US airlines began leveraging their programs to raise funds throughout the Covid-19 pandemic.
In this episode, industry expert Evert de Boer explains some of the reasons why the financial power and true value of airline loyalty programs has been relatively hidden until now, and highlights some the dramatic changes that are taking place in the industry. He shatters some myths about the value of flight reward seats, as well as his experience on how C Suite Airline Executives are taking a fresh look at these valuable assets that have been hidden in plain sight in most airlines until now.
Show Notes:
1) Evert de Boer
2) OnPoint Loyalty
3) Free Report: The"Top 100 Most Valuable Airline Loyalty Programs"
This episode of "Let's Talk Loyalty" reviews some of the fascinating insights from my interview with Leanne Papaioannou, founder of the "Chilli Pepper" loyalty agency in Ireland.
Show Notes:
1) Chilli Pepper Loyalty Marketing Agency
2) Leanne Papaioannou
3) Full episode recording: Let's Talk Loyalty #8: Lessons from a Loyalty Expert: Leanne Papaioannou
As the platform powering loyalty programmes for Walgreens, Dell, Marriott Hotels and many others, Epsilon is uniquely placed to comment on global trends in loyalty as we settle in to 2021.
Today's episode features an interview with Ashish Sinha, who shares some great insights from his role as Managing Director for Epsilon in Asia Pacific, including his increased focus on the Middle East region.
We share stories of innovative loyalty initiatives in eCommerce, as well as some key loyalty principles he is seeing, such as consumer demand for trust and real relationships with brands beyond just transactions.
Show Notes:
1) Ashish Sinha - Managing Director - Epsilon APAC & MEA
2)Epsilon APAC
3) Coca Cola Insider's Club
4) Dell Talks Loyalty & Gamification - Episode #46 of "Let's Talk Loyalty"
Helène Brand is a freelance marketing consultant whose experience includes responsibilities for a community-based loyalty program in South Africa called “ My School, My Village, My Planet” which won 8 international awards.
Helène herself was named "Loyalty Personality of the Year" in 2015 and this short summary discusses her approach to loyalty which includes balancing both transactional and emotional loyalty.
We also discuss her passion for storytelling as a powerful tool for business and loyalty marketing professionals and some great examples of innovative loyalty concepts in South Africa.
Show Notes:
1) Let's Talk Loyalty #7: Award-winning Loyalty Success and Storytelling in South Africa
2) Helène Brand
3) Global Citizen
In late 2020, Dubai enjoyed the launch of its newest loyalty programme in the fuel, food and convenience retail space.
Yes Rewards is a programme designed to drive customer lifetime value by incentivising cross-sell across its extensive portfolio of brands.
Despite the unique challenges of the pandemic, Suryaveer Singh successfully launched the Yes Rewards programme and in this interview, he shares the challenges, solutions and intention behind the programme, as well as some of their early successes.
Listen to this episode of "Let's Talk Loyalty" to enjoy some new ideas from this ambitious programme and respected regional brand - truly a global voice of loyalty.
Show Notes:
1) Suryaveer Singh - Head of Loyalty at ENOC
2) Yes Rewards - Fuel & Convenience loyalty programme by ENOC
3) Emirates National Oil Company
4) “Switch it up” article on Chipotle's loyalty strategy to incentivise new product trial
Today's five minute episode of "Let's Talk Loyalty" showcases insights from Manav Fernandez, a leading loyalty practitioner here in the Middle East, and summarises some innovative ideas from an unusual industry - the education sector.
Hear the insights from this unique programme called Gems Rewards, which has already helped families save over 50 million dirhams ($15 million) towards their school fees.
Listen and enjoy this short summary of Manav's key success principles for loyalty or click below to listen to the full interview.
Show Notes:
1) Original Interview: Award-winning Loyalty and Insights from the Middle East - Let's Talk Loyalty #5
2) Manav Fernandes
3) Quick Brown Brown Consulting
A key challenge for loyalty program owners is accurately predicting their loyalty program liability years ahead in the future, and how to plan their program from a financial perspective to optimise the lifetime value of their customers.
Today's guest, Len Llaguno, specialises in leveraging the art, science and modelling skills of his actuarial toolbox to predict consumer behaviour to advise key investment and financial strategies for some of the world's largest loyalty programs.
Kyros Insights are uniquely experienced in loyalty liability management, predicting customer lifetime value and advising brands on the potential impact of major program changes to ensure the optimum commercial performance of any loyalty program, particularly in these unprecedented times.
Listen to this masterclass in loyalty from a financial perspective to access specialised insights for your program that your finance teams will love.
Show Notes:
1) Len Llaguno - Actuary for Loyalty Programs | Founder and Managing Partner at KYROS Insights
2) Kyros Insights - Actuaries Helping Loyalty Programs
3) Kyros Academy - Learn to optimize your loyalty program liability
4) 7 Loyalty Program Tactics for Financial Recovery CFO's Will Love
5) Free Loyalty Actuarial Roadmap - Assessment
Mike Atkin has built or advised over eighty-five loyalty programmes worldwide in his extensive career, leading to his industry title as "The Loyalty Guru".
Listen to this episode of "Let's Talk a LITTLE Loyalty" for a short summary of my interview with Mike, his key insights on what loyalty programme managers are doing well and key learnings on opportunities he says are still being missed.
Show Notes:
1) Lets Talk Loyalty - Interview with Mike Atkin The Loyalty Guru
2) Lets Talk Loyalty - Interview with Mike Atkin The Loyalty Guru on Apple Podcasts
Today's episode of "Let's Talk Loyalty" features the latest loyalty research with consumers in Australia, conducted by Customology, the "most awarded data and loyalty agency in APAC".
It highlights some shocking facts, such as the belief that new customers are treated better than existing ones, their views on how brands communicate with them, as well as the complete absence of communication from many brands who capture data but then don't use it.
Mark James is the CEO of Customology, so together we discuss some back-to-basics principles of building customer relationships in a bid to create "customers for life".
Show Notes:
1) Mark James
2) Customology
3) The Unspoken Customer
3Plus was recognised as " Ireland's Best Loyalty Ireland" so this episode is a summary of my interview with Siobhan Lynch who manages it.
Listen to learn how this innovative partnership proposition is used to retain customers of the 3 mobile phone network and how the programme has evolved to become a profitable media business.
Show Notes:
1) Let's Talk Loyalty - Interview with Siobhán Lynch - 3Plus
2) Award-winning loyalty in Ireland - on Apple Podcasts
3) Let's Talk a LITTLE Loyalty - Summary of my Interview with Siobhan Lynch of 3Plus on YouTube
This show discusses exciting global perspectives on what the year 2021 might hold for loyalty marketing, featuring four colleagues from The Customer Strategy Network (CSN) - a group of independent loyalty industry experts of which I am a founding partner.
These predictions were first written and published by The Wise Marketer, and feature predictions on data and privacy trends across Europe as well as insights from Australia where funding models have fundamentally changed for the whole loyalty industry.
It features insights on the increasing convergence of loyalty and payments, as well as my own predictions for the year ahead from all of my own analysis, research and recent interviews.
Listen to hear our expert predictions on the future of Loyalty Marketing in 2021.
Show Notes:
1) Loyalty Predictions Article - The Wise Marketer
2) Nick Chambers - Certified Loyalty Marketing Professional (CLMP) - Director at Mobile Loyalty Technologies Ltd
3) Richard Button - Certified Loyalty Marketing Professional (CLMP) - Director at ELIAS Partnership and Managing Director at Citizen Heart, ELIAS Partnership
4) Simon Rowles - Managing Director at Beyonde
5) Paula Thomas - Certified Loyalty Marketing Professional (CLMP) - Loyalty Podcast Host
Today's podcast summarises key learnings from a loyalty leader in India.
Sanjeev Nichani has led loyalty programmes, partnerships and propositions for an award-winning fashion retail loyalty programme called Raymond Rewards, as well as developing nationwide programmes for respected brands such as Taj Hotels.
Listen to this short summary of those exciting loyalty programmes and insights on loyalty marketing in India. See below for links to the full interview.
Show Notes
1) Let's Talk Loyalty - Episode 2 - Interview with Raymond Rewardz - Sanjeev Nichani
2) Loyalty Interview with Sanjeev Nichani on Apple Podcasts
As one of the world's most iconic retail brands, Ikea boasts 156 million members of its Family Club worldwide - a programme that brings the very best of the Ikea brand to its customers.
Today's episode features an interview with Aaron Mitchell, Ikea's Global Vice President of Loyalty who shares the loyalty proposition that's already driving the extraordinary success of the club as well as some of the latest insights and innovations being launched in test markets around the world.
Aaron talks through the importance of key principles such as trust, community and the importance of ensuring your loyalty programme is designed to show the brand's loyalty TO your customers, rather than first expecting it from them!
Listen to this first episode of 2021 to enjoy a masterclass in the marketing and management mindset that is needed to drive success at such scale.
Show Notes:
1) Aaron Mitchell - Global VP Customer Engagement & Loyalty
2) Ikea.com
3) RGA - Marketing Agency
Today I am announcing my new short format podcast – called “Let’s Talk (a Little) Loyalty”.
This show is my new weekly episode - a simple five-minute summary of the key learnings from a previous show that you might have missed.
If you only have five minutes to spare, these short shows will each summarize my key learnings from a previous guest.
This show is being released every Tuesday here on the “Let’s Talk Loyalty” podcast channel in response to demand from our growing audience of loyalty professionals around the world.
Show Notes:
1) Let's Talk a LITTLE Loyalty - Youtube video
As we come to the end of 2020, we explore the little-known concept of “mindful marketing” and how it relates to loyalty through an interview with Maths Mathisen, founder & CEO of an innovative app built to drive loyalty for brands with students, a notoriously difficult demographic to target, particularly in the age of digital distraction and addiction.
The HOLD app uses the power of gamification to help FMCG brands and convenience retailers compete in the “war of attention” highlighted in the Netflix documentary “the Social Dilemma”, and it is hugely successful in Norway where 50% of third level students use it!
Listen to this final episode of “Let’s Talk Loyalty” for a fascinating discussion on using social mechanics and the power of purpose to build a tribe for your loyalty programme, with exciting lessons from an extraordinary Scandinavian success story.
Show Notes:
1) Maths Mathisen - CEO & Co-founder at Hold AS
2) HOLD App
3) Netflix Documentary – The Social Dilemma
Today's episode of Let's Talk Loyalty features some important concepts that go back the basics of how companies connect with their customers, featuring an interview with Ali Cudby, best selling author of "Keep Your Customers" - who focuses on driving customer loyalty in small and medium-sized companies in the US.
Ali introduces simple yet powerful concepts that are often neglected as companies grow, including the importance of a customer-facing mission statement and key policies to guide customer engagement in a way that drives "lucrative loyalty".
We discuss the increasing trend for paid loyalty with renewal-based businesses and subscription options emerging in new and unexpected sectors, as well as important insights on the concept of "hidden revenue" - an effective tool that can drive true customer loyalty in a way that most companies neglect.
As one of our closing episodes of 2020, we share some hopes and goals for 2021 as the "new normal" begins to unfold.
Show Notes:
1) Ali Cudby - Managing Director, Alignmint Strategies
2) Cluster Truck Food Delivery
3) Soapbox - Hygiene Products with a Social Mission
On World Statistics Day, a group of experienced loyalty marketers in India collated their favourite loyalty statistics to help define what success looks like for a loyalty programme in practise. Mala Raj is a seasoned loyalty consultant who detailed some broad yet useful benchmarks for what loyalty marketers should be considering a good or great result.
From member activity rates, to the lift in member value, potential reductions in member churn and overall program penetration, we showcase why and how loyalty can be held accountable to the business, ensuring both quantitative and qualitative measurements are considered.
Mala also highlights some unique approaches and challenges to building loyalty programmes in India and introduces us to some of the market leaders who each boast hundreds of millions of members.
Listen to this episode of Let's Talk Loyalty for some fascinating insights from another great global voice of loyalty.
Show Notes:
1) Mala Raj - Strategic Caravan, India
2) Adam Posner - Customer Loyalty & Loyalty Program Specialist
3) Flipkart - eCommerce Marketplace India
4) Brian Almeida - Founder Partner at Strategic Caravan
5) Loyalty Statistics - summary published by Mala Raj on World Statistics Day
6) Shoppers Stop Department Stores & First Citizen Loyalty Programme
As CEO of Asia Miles, Paul Smitton is a loyalty industry veteran, and in today's episode of "Let's Talk Loyalty", he shares some exciting insights, innovative ideas and some fond memories.
From his "baptism of fire" building Air New Zealand's first loyalty programme in 1991, through an impressive career in senior roles in both airline and loyalty technology firms, Paul is continuing to create compelling concepts for the Asia Miles programme, focusing on delighting customers.
With new investments in blockchain-based concepts, to the use of messaging platforms such as Whatsapp, as well as integrating the Asia Miles programme in to selected dining and eCommerce partners in Hong Kong, this coalition programme was perhaps one of the most prepared for the pandemic that none of us predicted!
Listen to this week's episode of "Let's Talk Loyalty" for a masterclass in customer focus and a true loyalty mindset.
Show Notes:
1) Paul Smitton - CEO Asia Miles
2) Asia Miles loyalty programme
Today Let's Talk Loyalty looks at how loyalty as it's evolving academically as I interview Assistant Professor of Marketing at Emory University, Dan McCarthy, who researches key marketing topics that loyalty marketers love, such as customer lifetime value. McCarthy now writes and lectures extensively on customer lifetime value as well as a new concept "customer based corporate valuation" and his work appears in major academic and business media outlets including the Harvard Business Review, Wall Street Journal, FT and CFO Magazine. In addition to his academic career, he has extensive commercial experience supporting companies like Nike with their customer insights and strategies. His latest company Theta Equity Partners is also successfully commercialising his knowledge of customer loyalty. In this interview, he also shares his latest insights on the Pareto Principle as well as the consumer behaviour changes he sees emerging in early statistical data as a result of Covid 19. Listen to this latest episode of "Let's Talk Loyalty" to hear the latest insights from the academic world of loyalty marketing. Show Notes: 1) Daniel McCarthy of Emory University - Assistant Professor of Marketing at Emory University 2) Twitter: @d_mccar 3) Harvard Business Review January 2020 Report - The Loyalty Economy 4) Theta Equity Partners 5) Professor Byron Sharp
As the market leader providing telecoms services to over 37 million people in South Africa, Vodacom is an award-winning consumer brand that launched an exciting new loyalty programme called Vodabucks in August 2020.
Designed to recognise, reward and drive key behaviours across all consumer segments of the business, the programme is part of an ambitious plan to expand the business "from a telco to a techco".
Listen to this episode of "Let's Talk Loyalty" to hear my conversation with the man behind the programme, Jorge Mendes, who shares his goals and challenges to win customers hearts and minds in an intensely competitive market where SIM swapping between networks is commonplace.
Vodabucks is truly an exciting programme that leverages the best loyalty concepts from around the world, that's built in partnership with a portfolio of brands across the country using gamification to engage customers and truly drive profitable behaviour for the business.
Show Notes:
1) Jorge Mendes - Chief Officer: Consumer Business, Vodacom Group Exco Member
2) Vodacom
3) Vodabucks loyalty programme
Every loyalty programme owner has invested in capturing the attention and interest of its members, and that attention is often much more valuable than the business realises.
In this episode of LetsTalkLoyalty, we chat to WeAreSonder, a media agency dedicated to professionally valuing OWNED media channels and ecosystems, such as the channels created by loyalty programme owners.
From American Express to Virgin Australia, this interview discusses case studies of some of the incredible work that is being done around the world to unlock billions of dollars of media value that is often left untapped.
If you are not yet measuring the value of the media assets within your loyalty programme, this episode will be fascinating, and offers key insights on how best these assets can be valued and commercialised, either now or in the future.
Show Notes:
1) Jonathan Hopkins - Founding Partner - Sonder
2) WeAreSonder.com
3) Dictionary of Obscure Sorrows
Yuu Rewards has taken the Hong Kong Market by storm. Launched in July 2020, this innovative coalition programme connects ten brands and over 2,000 stores, and has already recruited an incredible two million members in its first month - a superb result in a city of eight million people.
In this episode of Let's Talk Loyalty, I interview Mark Sage to learn the key challenges of launching a coalition programme in multiple languages, with real time points allocation across fifty POS systems, replacing existing programmes in key partner brands, amidst a pandemic!
From cheesy tunes, to compelling creative, Mark shares the exciting journey of launching this fully personalised coalition programme that is delighting Hong Kong customers.
Show Notes:
1) Mark Sage - Chief Operating Officer, Yuu Rewards, Hong Kong
2) YuuRewards
3) YuuRewards Launch Song
BP is one of the world's largest oil companies, operating over 18,700 service stations and running loyalty programmes in over twenty countries worldwide.
In this episode of "Let's Talk Loyalty", I chat to Olivier Martinet who has led BP's loyalty initiatives for over twenty six years. He shares how he approaches the development of digital platforms and loyalty programmes according to the market's needs, maturity and challenges, with a laser focus on being relevant to consumers.
We discuss the importance of global standards and the need to drive loyalty "beyond points", leveraging mass personalised programmes that can effectively drive consumer behaviour.
Show Notes:
1) Olivier Martinet - Global Retail Customer Insights, Data, Loyalty Programs & European Regional B2C Marketing, BP
Today's episode of Let's Talk Loyalty showcases Epsilon's latest loyalty learnings from two of their senior Directors, featuring Tamara Oliverio as Senior Director of Loyalty and Customer Experience, as well as Julie Smith as Vice President of Loyalty Technology.
Listen to this episode to learn how the US market is evolving dramatically at the moment, including brands re-inventing their programs to respond to the changing perception of what customers find valuable. Key insights include a significant shift towards "contactless loyalty" and how to approach the complex process of effective loyalty program evolution. We also discuss how brands continue to capture data, with consumers increasingly expecting it to be useful in real ways and in real time.
This episode includes fascinating insights on designing & optimising loyalty programmes from some industry experts who clearly love loyalty.
Show Notes:
1) Tamara Oliverio - Senior Director of Loyalty and Customer Experience & CLMP
2) Julie Smith, Vice President, Loyalty Technology
3) Epsilon Europe website including Loyalty week webinars, the Forrester Assessment Tool & the Guide to Contactless Loyalty
4) Epsilon USA - loyalty articles and content
5) #33: Loyalty Insights from Epsilon
6) Masters of Scale podcast
7) Foresight Factory, Trend Spottr & Trend Hunter
As the technology platform that powers loyalty programmes for global brands such as BP, Heathrow Airport, Enterprise Rent-a-Car, ADNOC Petroleum and Etihad Airways, Comarch is in a unique position globally, advising brands in all industries on their loyalty strategy and ensuring it's executed brilliantly.
We are delighted to be working with Comarch as a sponsor of the show, so in this episode of Let's talk Loyalty, I interview one of their top executives, Sidney Dunn, who shares his insights as Client and Business Development Director for Comarch in the Americas.
From the latest research on how millennials are engaging with global platforms, to advice for anyone keen to understand the benefits of emerging technologies such as artificial intelligence and machine learning, listen to this episode to hear Sid sharing his unique perspective in a way that's both powerful and practical.
Show Notes:
1) Sidney Dunn - Client and Business Development Director, Comarch - Americas
2) Comarch.com - Loyalty Platform Technology
Wiiv Rewards is a coalition loyalty programme launched in Mauritius by the country's largest private company IBL Group.
As a group-owned multi partner programme, Wiiv boasts eleven loyalty partners across key lifestyle categories such as grocery, pharmacy, transport and leisure, with a focus on supporting their members (known as Wiiv-ers) as a true community.
Listen to this episode of Let's Talk Loyalty to hear why Wiiv won two of the industry's most prestigious awards at this year's Loyalty Magazine Awards, including Regional Loyalty Champion Award for Middle East and Africa as well as highly commended for Best New loyalty Programme launch of the year in 2018.
Show Notes:
1) Wiiv Loyalty Programme Mauritius
2) Delphine Lagesse - Group Strategic Innovation & Excellence Executive at IBL Together, Mauritius
3) Cécile Henry - IBL Group Loyalty Manager at IBL Together, Mauritius
Rob Burgess is a leading travel loyalty expert in the UK, reporting on campaigns by airlines and hotels as well as loyalty-led credit cards in the UK market.
Rob personally boasts over 1 million Avios points, 1 million Virgin Flying Club miles and over 6 million airline, hotel and credit card points. He created HeadForPoints.com as a platform to share his ideas on how to get the best value from these loyalty assets, and now boasts an extra-ordinary community of 50,000 UK travel consumers who all love being recognised and rewarded for their loyalty!
As a past winner of 'Editor of the Year' at the Business Travel Journalism Awards, Rob has successfully achieved what many digital entrepreneurs dream of, having left a traditional corporate career and created a compelling digital business publication that is loved by readers who enjoy his highly informed, yet independent view.
Rob also acts as a consultant to the loyalty industry, focusing on the development of reward schemes which are attractive to consumers whilst cost effective for the sponsor.
In this episode of Let's Talk Loyalty, we discuss how loyalty leaders can and should connect with thought leaders online. We also discuss some extra-ordinary loyalty leaders in the UK beyond travel, including John Lewis departments stores and the iconic Danish café brand - Joe & the Juice.
Show Notes:
1) Rob Burgess - Founder and Editor - Head for Points
2) HeadforPoints - the UK's biggest frequent flyer and business travel website
3) Podcast Episode / Audio Article about Joe & The Juice
Vodafone is renowned internationally as an innovative telecommunications network, operating in many of the world's most competitive markets such as the UK.
With a laser focus on customer retention and loyalty, the "Very Me Rewards" programme was launched in 2018, leveraging a portfolio of partnerships and personalised rewards, including almost 30 million rewards redeemed in just two short years.
Camilo Courtenay talks us through their award-winning customer loyalty proposition, as well as their recent gifting strategy which leverages customer feedback to build emotional loyalty with customers and their family and friends - even if they are not on the Vodafone network themselves.
Enjoy this episode and insights on "Very Me Rewards" to learn how to build loyalty in the ultra-competitive utilities sector in the UK.
Show Notes:
1) Camilo Courtenay - Loyalty Product Manager (VeryMe Rewards @ Vodafone)
2) Very Me Rewards - Vodafone UK's Loyalty Programme
As winner of the "B2B Marketer of the Year" award, Margaret Molloy is recognised globally as a marketing thought leader. She is the Chief Marketing Officer of Siegel + Gale, a top global branding firm based in New York renowned for delivering global insights through its annual Simplicity Index.
In this interview, we explore how simplicity drives business performance and enhances the customer experience. We also discuss the role of brands in the customer journey, as well as the power shift from buyers to users, employee loyalty and some intriguing statistics that help explain the role of simplicity in driving consumer loyalty.
Margaret is a true believer of keeping things simple, and she highlights how Covid-19 has made it even more important for brands to simplify.
We also discuss the role and impact of GEN Z on current marketing trends, and characteristics that define this critical consumer segment including the crucial role they play in the future loyalty market.
Listen to this episode of Let's Talk Loyalty to understand how simplicity is as an increasingly powerful (yet underestimated) factor that drives loyalty in every business.
We also announce the winner of the first ever Loyalty Academy Scholarship Competition in partnership with our friends in the Loyalty Academy!
Show Notes:
1) Margaret Molloy: Chief Marketing Officer - Siegel + Gale
2) Margaret Molloy on Twitter - twitter.com/margaretmolloy
3) World's Simplest Brands website
4) Simplicity at Work study
5) How CMOs Commit newsletter
6) How CMOs Commit podcast
7) Future of Branding Events page
8) Siegel + Gale
9) “In their words” article by Siegel+Gale: The skills used by global CMOs to navigate COVID-19
10) Gen Z and Brand Building podcast episode
Pavel Los is the Global Loyalty Manager for Shell, the world-renowned oil company running loyalty programmes in 21 countries.
Shell recently topped the leader board at the Loyalty Magazine Awards, winning awards for Shell Go+ in the UK, as well as Shell Club Smart programme in China that integrates with the WeChat platform. Pavel talks us through those value propositions and also shares some insights around the use of carbon offset programmes in key markets such as the Netherlands and the UK.
With the increasingly role of loyalty programme to protect commercial revenue, Pavel shares the key statistics and loyalty metrics that Shell focuses on from their central team of loyalty subject matter experts.
We also discuss the concept of coalitions and the important ingredients for success for any brand when it comes to marketing partnerships.
Listen to this episode of Let's Talk Loyalty for a truly global loyalty perspective from one of the world's leading retailers.
Show Notes:
1) Pavel Los - Global Loyalty Manager Shell
2) Shell Go+ - Shell's new UK Loyalty Programme
3) Shell Clubsmart - China
As a former Creative Director and senior board director of Saatchi & Saatchi, Dr Chris Arnold is a business strategist, innovative thinker and a "proudly dyslexic" champion of thinking differently.
With a deeply held belief in the power of community, Dr Chris highlights the challenges of relying on digital marketing and short-term measurable metrics that limit the full potential of a truly customer-centric mindset.
Dr Chris reminds us of the power of communities as a way to create true customer loyalty, including the opportunity to connect our loyal customers with each other in a way that builds powerful brands and businesses.
Show Notes:
1) Dr Chris Arnold
2) Connect 2 UK
Every year, loyalty marketers around the world send off their programmes to compete with the best in the industry for the annual Loyalty Magazine Awards.
With 23 categories, the entries are carefully evaluated by a panel of loyalty experts from around the world and one winner gets to celebrate being the best in the world in their industry or region!
In this episode of Let's Talk Loyalty, I interview Annich McIntosh, CEO of the Loyalty Magazine Awards about the great entries that came out on top this year, as well as the very special Loyalty Magazine Awards 2020 online global party. Loyalty Magazine is a leading international title providing coverage of the world loyalty business.
We also discuss some of the key trends she's seeing in the world of loyalty as an industry commentator and expert.
Show Notes:
1) Annich McIntosh, CEO of the Loyalty Magazine Awards
2) Loyalty Magazine Awards
As customers respond to our dramatically different world, trust is becoming an essential ingredient in business, not just to ensure customer loyalty, but to ensure business survival.
In its fascinating reports on the "New Customer", KPMG reveal some dramatic findings - for example, 91% of customers do NOT want to return to the pre-Covid world.
Listen to this episode of Let's Talk Loyalty, as Nathan Beaver, Partner at KPMG UK, shares the latest insights on the "integrity economy", and how consumer behaviour is evolving, as well as the principles that loyalty programme managers need to keep in mind to connect with, and keep their most valuable customers.
Show Notes:
1) Customer Connections in Uncertain Times
2) Meet Your New Customer. The UK Customer Experience Excellence report 2020
3) Customer Connections: Competing in the New Reality
Let's Talk Loyalty is one year old on August 22nd so today we arecelebrating!
It’s been an incredible roller-coaster year, filled with fun, extra-ordinary guests, incredible sponsors and partners and of course an amazing audience so I’m truly grateful for every listener and every message of support that you've sent.
To celebrate our first birthday, this episode features my first competition in partnership with my friends in the Loyalty Academy – offering one lucky listener the chance to enjoy a FREE Loyalty Academy Scholarship worth $1,750!
Show Notes:
To enter the competition, simply sign up to our newsletter here: http://letstalkloyalty.com/competition/
Etihad Guest is the loyalty program for Etihad Airways - the flag carrier of the UAE, based in Abu Dhabi.
With over 7 million members, re-launched in November 2019, the Guest programme has continued to innovate, finding new ways to reward members who are keen to stay connected while staying home.
This episode features Kim Hardaker, a self-confessed "data nerd" who shares a compelling loyalty statistic and then explains their new and extra-ordinary "world of thoughtfulness" campaign - a great example of building emotional loyalty at a challenging time.
Show Notes:
1) Kim Hardaker - Head of Etihad Guest programme
2) Etihad Guest - Loyalty Programme of Etihad Airways.
3) Etihad Guest relaunches award winning Etihad Guest loyalty programme
4) Etihad Guest launches world first seamless miles redemption proposition via new mobile app
5) Etihad Guest rewards members while staying home
6) World of Thoughtfulness campaign
Shirley King has been designing, developing and building loyalty programmes for a luxury boutique hotel brand within IHG Group, including the "Kimpton Hotels Inner Circle" as well as the "IHG Rewards Club" for over twenty-five years.
In this episode of Let's Talk Loyalty, we discuss some of her award-winning programme elements, key principles of creating extra-ordinary experiences for top tier members, as well as some exciting and inspiring updates for her career at a very challenging time for the travel industry globally.
Show Notes:
1) Shirley King - Loyalty Program Manager, IHG Rewards Club & Kimpton Inner Circle
2) Kimpton Boutique Hotels
3) Skift - Daily Travel Podcast
4) The Points Guy
5) One Mile at a Time
6) Flyer Talk
Dell is one of the world's best known computer companies, positioning itself as "powering the next technological revolution".
With a laser focus on driving clear and measurable business outcomes, Dell's Mitch Kennedy discusses his insights on the impact of transactional rewards, the power of gamification, the importance of understanding human psychology as well as the increasing importance of the Advantage Rewards program and loyalty initiatives in Dell worldwide.
Show Notes:
1) Mitch Kennedy: Global Loyalty Strategy Lead, Dell
2) Dell Advantage Programme
3) Book: Drive: The Surprising Truth about What Motivates Us by Daniel Pink
4) Book: Actionable Gamification by Yu-Kai Chou
As a loyalty expert based in India, Kunal Mohiuddin has an extensive career as a loyalty practitioner, building innovative loyalty technology platforms and advising over fifty national and global programmes on their loyalty strategy along the way.
Kunal is a colleague of mine within the "Customer Strategy Network" - a global network of freelance loyalty consultants each with a strong background as an independent loyalty practitioner and he brings a unique perspective from India. Truly a "global voice of loyalty".
Listen to this week's episode of Let'sTalkLoyalty to hear some great case studies from Kunal's extensive career as well as his insights on new technologies driving loyal behaviour in the future.
Show Notes:
1) Kunal Mohiuddin
Consumer behaviour is changing dramatically, and business models need to evolve to find ways to create loyalty even beyond loyalty programmes. One way is by incorporating a subscription model in your business, a model that drives commercial loyalty way beyond simply points or prizes.
In this episode of "Let's talk Loyalty", I'm discussing how and why I'm subscribing for more products and how I'm seeing the model being used in new and unexpected ways.
For businesses that can deliver superb experiences and/or increased convenience, a subscription business promises predictable recurring revenue and increased customer lifetime value.
Listen to this episode to hear executives from Ipsos Denmark and their partners in Management Consulting firm Subscrybe explain the principles of success in subscriptions - creating both "reasons to buy" and "reasons to stay" and leveraging this "exploding" business model to create the ultimate loyalty with customers.
Show Notes:
1) Jens Dupont - Associate Director @Ipsos Denmark
2) Peter Jakobsen - Senior Consultant @ Subscrybe
3) Webinar: Subscription Principles
4) Dollar Shave Club Launch Video
5) Ipsos Research Papers:
- The Forces of Customer Experience; https://www.ipsos.com/en/forces-customer-experience
- Unpacking product subscription models; https://www.ipsos.com/en-us/knowledge/consumer-shopper/unpacking-product-subscription-models
Dr David Cox is a loyalty expert and one of the few industry leaders who also boasts a PhD in loyalty marketing!
In this episode of "Let's Talk Loyalty", we discuss key concepts in motivational marketing that drive powerful commercial results, particularly in the B2B sector. Having won multiple awards for driving loyalty for clients such as IBM and Lenovo worldwide, we discuss some of the most effective techniques they use such as the power of sport to connect with members, and the importance of localisation to get the best results.
We also discuss some of the key trends in the loyalty industry emerging as a direct result of Covid-19, with plenty of insights and ideas that can help you to optimise any programme, whether B2C or B2B.
Show Notes:
1) David Cox - CEO of Motivforce
2) Motivforce 2020 Awards
3) Loyalty Magazine Awards June 2020
4) Loyalty Articles
As the founder of Bain & Company's Customer practice, Rob Markey is the one of the world's leading authorities on customer loyalty, having co-created The Net Promoter System® - the industry metric and framework now used by more than two thirds of Fortune 1000 companies.
Rob co-authored the best-selling book "The Ultimate Question 2.0" with Fred Reichheld, and he is now a keynote speaker, leader of the NPS Loyalty Forum and a podcaster on customer and employee experience.
In this episode of Let's Talk Loyalty, we discuss the insights that led to the development of the NPS framework as our industry's most used (and abused) measurement tool, as well as how Bain and Company is currently advising its clients to more thoroughly measure, monitor and share customer health indicators in order to encourage a more "patient' approach from investors and management alike.
Show Notes:
1) Rob Markey: Customer Experience Transformations | Loyalty | Strategy & Marketing | Author | Speaker | Podcaster
2) Rob Markey's website
3) The Ultimate Question 2.0: Driving Good Profits and True Growth
4) Net Promoter System: Website and podcast
5) HBR 2003: The One Number You Need to Grow
6) HBR 2020: Spotlight Series - Articles by Rob Markey, Pete Fader and Dan McCarthy and Jack Brennan
Bryan Pearson, the former CEO LoyaltyOne is known globally as a leader in loyalty, retail marketing and analytics.
He is also the author of the bestselling book "The Loyalty Leap: Turning Customer Information Into Customer Intimacy" as well as "The Loyalty Leap for B2B." He has also been awarded a lifetime achievement award by Loyalty Magazine as “Personality of the Year” in 2018.
In this episode of Let’s Talk Loyalty, we discuss some of the key success factors for the coalition model for loyalty in global markets, as well as some innovative ideas emerging in the retail sector as we adjust to a new reality beyond the global pandemic.
Show Notes:
- Bryan Pearson – Former CEO of LoyaltyOne
- Bestselling book: The Loyalty Leap by Bryan Pearson – Amazon.com
- Forbes articles by Bryan Pearson
- Case Study - Flâneur Wines in Oregon
- The Loyalty Report 2019 - https://info.bondbrandloyalty.com/loyalty-report-2019
- Brand Loyalty Article - 5 Key Insights about Gen z
This episode of "Lets Talk Loyalty" was inspired by some exciting ideas emerging from academic leaders who are increasingly helping investors to consider the future lifetime value of customers (not just historic revenues) when valuing a firm.
"Customer Based Corporate Valuation" (CBCV) is a concept developed and commercialised by Peter Fader, Professor of Marketing with the Wharton School at the University of Pennsylvania, together with Dan McCarthy to help investors and loyalty marketers apply ever more sophisticated financial models to our businesses to accurately understand the value of our customers as a strategic asset.
These models are generating exciting insights for C-Suite Executives, and the episode discusses how we as loyalty marketers can ensure we educate our company leaders to appreciate and value the loyal customers and relationships we nourish.
Show Notes:
1) Professor of Marketing, the Wharton School of the University of Pennsylvania
2) Dan McCarthy - Assistant Professor of Marketing at Emory University
3) Leigh McAlister - Professor of Marketing - University of Austin
4) Harvard Business Review - Jan/Feb 2020 issue articles - "The Loyalty Economy."
5) Theta Equity Partners
6) Customer Centricity: Focus on the Right Customers for Strategic Advantage - 2012 Edition (New Edition Scheduled July 2020)
7) Bain & Co - How to Calculate Customer Value
As the UK's largest broadcaster, Sky has access to some of the top entertainment assets in the world including The Premier League for football fans and the PGA Tour for golf lovers.
Some years ago, the company recognised some key underlying challenges to retaining happy customers as they began to challenge how the brand offered preferential rates to new customers rather than existing ones. Many believed the brand wasn't being as loyal to them as they were to Sky!
This insight allowed a fundamental shift in the business to firstly ensure a consistent product offering to customers but also add in a powerful programme to acknowledge customer loyalty, particularly over longer periods of time.
With a clear intention for customers to feel loved, in 2017, Sky launched its VIP programme, the first tenure-based programme in the industry which continues to promise that "the longer you stay, the better it gets".
From delivering exclusive live experiences for over a million customers a year, to now delivering even more extraordinary & innovative virtual experiences, Rob Chandler shares how Sky VIP is each day creating new and exciting ways to really say thanks to its customers.
Listen to this week's episode of "Let's Talk Loyalty" podcast for exclusive insights on loyalty long term as well as innovative loyalty ideas in lockdown.
Show Notes:
1) Rob Chandler - Head of Customer Loyalty - Sky UK
2) All Customer's Are Not Created Equal - by Stan Phelps
3) The Gamification Revolution: How Leaders Leverage Game Mechanics to Crush the Competition - by Gabe Zichermann
In the travel sector, a compelling loyalty programme can be a key differentiator for customers - for airlines, hotels and also for online travel agencies.
ebookers UK was originally launched in 1998 as the UK's first online travel agency, adding the "Bonus+" programme in 2016.
Listen to this episode of "Let's Talk Loyalty" to hear how ebookers.com has built a simple and generous loyalty programme - particularly focused on mobile users, along with insights on the KPI's they are measuring and how they're thinking about their members priorities amid Covid-19.
Show Notes:
1) Nicola Helfet
2) ebookers.com
3) Bonus Plus Programme
4) Boots Advantage Loyalty Programme
5) TK Maxx 'Treasure' - Retail Loyalty Programme
Statisticians are familiar with the concept of “self-selection” but it’s rarely discussed, understood or accounted for when determining your “return on loyalty”.
Simply because your most loyal customers have joined your programme, does not mean your programme improved or caused them to become more loyalty. In today’s fascinating discussion around the challenge of “self-selection”, my two guests who co-founded the "customer science" firm Ellipsis, discuss how they isolate, measure and define the levers within a loyalty program to understand what’s working, what’s not and why!
Listen for a masterclass on the concept of “return on loyalty”, NPS and how to separate correlation from causation using data insights.
Show Notes:
1) Tim Tyler – Managing Partner at Ellipsis & Company 2) Adam Schaffer - Co-Founder & Managing Partner at Ellipsis & Company 3) Return on Loyalty - https://www.returnonloyalty.com.au/ 4) Whitepaper – Return on Loyalty https://www.ellipsisandco.com/perspectives/measuring-return-on-loyalty 5) Whitepaper - Your Loyalty Strategy Depends on Your Program Age 6) https://www.ellipsisandco.com/ 7) The Mismanagement of Customer Loyalty – Harvard Business Review article
With over 15 million members, Rakuten Rewards is one the world’s largest cashback programs, and to date it has paid out over $2 billion to members across online and offline retail stores in the United States!
In this episode of Let's Talk Loyalty, I interview Kristen Gall, President of Rakuten Rewards, to understand the power of affiliate marketing, their partnerships with American Express and Live Nation - as well as their global sponsorships with FC Barcelona, The National Basketball Association (NBA) and The Golden State Warriors.
Listen also for some fascinating insights on exactly what retail trends are emerging amid Covid-19 and the categories consumers are slowly beginning to spend on again.
Show Notes:
1) Kristen Gall - President, Rakuten Rewards
2) www.Rakuten.com – leading Cash Back service in the US
3) www.rakuten.us – Rakuten Americas corporate site
4) global.rakuten.com/corp – Rakuten global site
5) Rakuten Optimism Conference
6) Marketplace 3.0 - by Hiroshi Mikitani (Author)
Loyalty Managers around the world often look to the UK for inspiration and exciting new ideas and trends. YouGov is the UK’s “most quoted research agency” on consumer opinion, and earlier this year, together with Mando Connect, they again turned their attention to understanding what British consumers really want from loyalty programmes.
Listen to this week’s episode of “Let’s Talk Loyalty” to hear us discuss the 2020 UK loyalty whitepaper, including some exciting new innovative UK loyalty programmes – and also some concerns on how much more we need to do before our loyalty programmes appeal to younger consumers.
Show Notes:
1) YouGov.com
2) Mando Connect
3) Charlie Hills
4) Joe Flagg
5) UK Loyalty Whitepaper - What the Brits Want from Loyalty
6) Are Loyalty Programmes Even More Important in These Challenging COVID-19 Times? Article on The Wise Marketer
On 20th March 2020, Adam Posner posted a call to action on LinkedIn asking loyalty and business professionals worldwide to collaborate and contribute ‘119 customer loyalty ideas to beat COVID-19'.
By the 7th of April 2020, the target of 119 ideas was achieved and an eBook was compiled featuring expert insights from 63 loyalty experts around the world.
In this episode of "Let's Talk Loyalty" I interview Adam for his favourite ideas and share my own. A super useful eBook at this unusual time of challenge yet with some emerging opportunities to evolve.
Show Notes:
1) Adam Posner
2) The Point of Loyalty
3) 119 Ideas to Beat Covid-19
4) "For Love or Money" - Report on 2020 trends in the Australian Loyalty Market
5) Australian Shoe Shop Goes Digital First
6) For Good Causes UK
As the loyalty platform partner for brands like Dell, Dunkin' and Walgreens, Epsilon powers customer conversations and communications for some of the best brands in the world. In this episode, I interview their Vice President of International Operations, Joseph Taylor who shares his insights on key opportunities for loyalty program managers around the world.
With a background running customer programmes and platforms for leading brands like Adidas and Nokia, Joseph explains how best to manage complex global data privacy requirements, programme design evolution and even the sensitive but important area of managing programme liability in the current challenging climate of Covid-19.
We discuss how loyalty programmes are becoming an even more critical tool for brands to build trust and relationships - beyond just transactions and rewards.
With fascinating insights on loyalty preferences around the world, Joseph shares his experience how members have vastly different expectations of brands and their loyalty programmes in countries such as China, Japan and France. A truly global perspective with plenty of ideas for programme managers worldwide.
Show Notes:
1) Epsilon EMEA
2) Privacy Article by Joseph Taylor
3) Nielsen
4) IRI Research
5) You Gov
6) Kantar
7) Ipsos
As President of the AAdvantage Program and Vice-President of Customer Loyalty and Insights at American Airlines, Bridget Blaise-Shamai leads a team of over 700 loyalty and customer service professionals running one of the world's most popular loyalty programs.
Founded in 1981, the American Airlines Advantage program boasts almost 40 years of expertise with a clear intention to continually delight customers - even during this current quarantine when so many of us cannot travel.
Bridget (who I am delighted has Irish heritage) shares how American Airlines is focusing on destination inspiration, exciting options to enjoy ground-based rewards as well as an innovative "lifetime status" opportunities in order to keep customers engaged, and also some of the key lessons she and her team have learned along the way.
Show Notes:
1) Bridget Blaise-Shamai
2) AAdvantage Program
3) Ted.com
4) Simon Sinek
5) Shelly Palmer
In today's episode of "Let's Talk Loyalty", I chat to Simon Rowles, a fellow Customer Loyalty Marketing Professional (CLMP) and CSN consultant for Australia.
Simon has a unique background in technology development which gives him a fascinating perspective on emerging technology in the loyalty industry and how disruptive platforms can offer innovative ideas that truly drive increased customer engagement and retention.
Led by some great loyalty statistics, Simon discusses how Australia is responding to Covid19 and talks through some exciting ideas that will appeal to loyalty programme managers worldwide.
Show Notes:
1) Simon Rowles: https://www.linkedin.com/in/simonrowles/
2) Beyonde
3) www.Bink.com
4) www.UpgradePack.com
5) www.FlyBits.com
6) Ben Evans – newsletter - https://www.ben-evans.com/
7) Mark Ritson - https://www.marketingweek.com/mark-ritson/
8) Bob Hoffman - https://www.bobhoffmanswebsite.com/
9) Wise Marketer - https://thewisemarketer.com/
This episode of "Let's Talk Loyalty" was recorded in early March 2020 - some weeks before all of our lives were consumed by the very real threat of the Corona Virus. I had written an article about the key UK Trends predicted in 2020 for my colleagues in Liquid Barcodes - and wanted to share these ideas with my own audience as well as theirs.
The UK market is a dominant influence on marketing worldwide and one of my favourite resources to stay up to date on how technology, communications and UK culture are evolving is published by Mindshare.
Every year, they publish a report on UK trends which is useful and insightful, so this article discusses their conclusions on the top five trends for 2020 - and indeed for the decade to come! From 5G, through to adoption of innovative technologies such as 5G, and the insatiable demand for quality content, this episode summarises how consumers are feeling about emerging trends - ideas and insights that loyalty marketers need to consider as we plan and manage our programmes.
With thanks to Liquid Barcodes.
Show Notes:
1) Mindshare UK
2) Mindshare UK Trends Report.
3) Liquid Barcodes - Loyalty Marketing Platform for Convenience Retailers
The Chalhoub Group is the largest retailer for luxury across the Middle East since 1955 with over 12,000 employees and a portfolio of some of the most exclusive brands in the world. With over 700 stores, the Group has spent the last two years defining and developing a unique loyalty programme proposition to appeal to premium customers and the luxury brands themselves.
In this episode of "Let's Talk Loyalty", I interview Nida Unas, Head of Group Loyalty at Chalhoub Group who tells us about MUSE - the programme that has been developed to reward premium Chalhoub customers with luxury experiences.
She shares with us some of the new ideas and solutions emerging through the programme as malls in the Middle East remain closed for now.
Show Notes:
https://www.linkedin.com/in/nidaunas/
https://www.experience-muse.com/
With much of the world locked down for the forseeable future, the conversations around loyalty are changing. Safeguarding our customers, our staff and ourselves has become our biggest concern.
While businesses adapt and loyalty programmes evolve, agile retailers who may never have needed to allow their customers to "pre-order and pre-pay" are now recognising the power of digital platforms to support social distancing, particularly in convenience retail.
As a consultant to the convenience industry, working with Liquid Barcodes, this episode unapologetically promotes a unique online solution and a tool that can be implemented by any retailer in just one week, in order to help retailers protect their customers and staff, and further build trust and loyalty long-term.
Show Notes:
Bob Stein
The (pre) "Order and Pay" solutionfrom Liquid Barcodes (loyalty platform for convenience retail)
With an extra-ordinary career spanning almost 30 years for some of the world's top loyalty brands, Amanda Cromhout is a recognised leader in loyalty. Now based in South Africa, she has created a dedicated loyalty agency which publishes an annual white paper on the key trends in loyalty with South African consumers.
Listen to this week's episode to learn why some consumers in South Africa DON'T use loyalty programmes, and which ONE programme they rate above all others (if they HAVE to choose). Plus hear about the grocery programme that launched in late 2019 and signed up an amazing one MILLION members in just their first week.
Show Notes:
1) Truth Loyalty Agency South Africa
2) Truth White Papers
Coalition programmes are notoriously difficult to get right. Managing partners, data and a compelling value proposition are extremely difficult to do – but the power and potential of these programmes is extra-ordinary – as proven by flybuys Australia when it recruited a million members in its first week alone!
Phil Hawkins is Operations Director for flybuys and has spent much of his career supporting its incredible success.
In this episode of “Let’s Talk Loyalty” Phil talks us through 5 lessons he has learned about loyalty marketing over the last twenty-five years.
Show Notes:
Phil Hawkins
flybuys Australia
Airline loyalty programmes around the world are recognised and respected as the pioneers of the industry, driving billions of dollars of ancillary revenue for those that truly delight their members.
As one of the largest airlines in the world, Emirates Airline is approaching the 20 year anniversary of its loyalty programme Skywards which now boasts over 27 million members around the world.
Today's episode features an exciting conversation with Dr Nejib Ben Khedher, Divisional Senior Vice President in Emirates who has led the digital transformation of Skywards in recent years - including some key statistics and incredible insights on what's working well for Skywards already and what to expect in the industry in the years to come.
Show Notes:
Skywards Loyalty Programme
Dr Nejib Ben Khedher, Divisional Senior Vice President, Emirates Skywards at Emirates
This week I am super excited to announce a partnership with my friends in "The Wise Marketer™" - the world's most widely read source of news, and insights on everything to do with loyalty and customer-centric marketing.
Both they and I are equally passionate about sharing knowledge in the loyalty industry and this partnership is the perfect way to do that.
Today's episode features an interview with the CEO of The Wise Marketer - Bill Hanifin - a group which also includes the "Loyalty Academy™" and the Loyalty Guide, known as the bible in the loyalty industry.
I am extremely proud to be working with the team there to add my "voice" and interviews from around the world as weekly content for their audience and excited to be part of the world's biggest loyalty community.
Loyalty programmes are best known as a powerful tool to drive consumers to buy more and spend more however in some rare cases such as "Bella Mossa" in Italy, the programme is drive social change and sustainable behaviour.
In this episode, Dan Gipple, founder of Better Points, together with Marco Amadoriof the City of Bologna Public Transport Authority, created a unique programme to incentivise residents of Bologna to cycle, walk and use public transport instead of driving - and with remarkable results. This loyalty programme was even featured by the BBC in their "World Hacks" series!
We discuss human behaviour, the psychology of consumer loyalty and some ways in which programmes can be funded when the objectives are non- commercial.
Show Notes:
BBC News - Clip featuring the city of Bologna's loyalty programme.
Bella Mossa - Using Rewards to incentivise citizens of Bologna to drive less frequently,
Dan Gipple.
Better Points Platform.
CX – or “customer experience” has exploded in recent years as a powerful business tool that truly drives customer loyalty and advocacy – not “just” using structured loyalty programmes, but by re-engineering your whole business in order to delight customers.
Today’s episode of “Let’s Talk Loyalty” features an interview with Michael Killeen, founder of the “CX Academy” to figure out why so many companies are appointing CX professionals in their senior management teams, and how we as loyalty professionals can leverage our expertise in customer retention in order to lead CX initiatives.
Listen to learn what brands are seen as the global leaders in CX and how you can upskill and apply similar powerful frameworks in your company.
Show Notes:
https://thecxacademy.org/
https://www.linkedin.com/in/michael-killeen-cx/
Australia is renowned as a sophisticated market when it comes to loyalty - and who better to talk us through it than Sarah Richardson - Chairperson of the Australian Loyalty Association. Sarah has an extensive career that spans over twenty years in direct marketing, CRM and also strategic loyalty programmes on both the agency and client side.
Sarah now operates her own consultancy firm and loves to bring together the loyalty community in key cities in Australia to share ideas, training and inspire each other.
Show Notes:
https://www.linkedin.com/in/sarah-richardson-47852155/
https://www.australianloyaltyassociation.com/
https://www.sciensa.com.au/
Film, music and games are all assets that loyalty programme owners can leverage to drive emotional engagement with members. Listen to this episode to hear partnerships expert Tom Sugg from Brand Culture London explain how to leverage the power of the world's most popular entertainment brands as partners to engage your customers around their passion points.
Running a loyalty programme can be challenging in many ways - with so many internal stakeholders and members to manage,. From platform decisions, through to legal and privacy management and of course increasing expectations for programmes to drive measurable returns.
Who can you turn to for advice, a second opinion and access to global loyalty brain power? One place is the "Customer Strategy Network" - of which I'm delighted to be a member.
Our organisation is a global network of loyalty practitioners available to support loyalty projects on a freelance and flexible basis as needed.
Today I chat to Nick Chambers who leads the Customer Strategy Network and we discuss the types of projects we support and work we do - for those time when you might need some extra support to optimise your loyalty programme.
With fifteen loyalty experts across 11 countries worldwide, there's always help on hand if you need it.
Show Notes:
https://www.linkedin.com/in/chambersnick/
https://www.customerstrategynetwork.com/
Today's episode discusses my ideas on loyalty TRENDS emerging for 2020 and beyond.
Beyond the more frequently-touted ideas around personalisation, subscription programmes and environmental considerations, I've chosen three topics that excite me that include some innovative opportunities to consider as you plan your programme's evolution.
Show Notes:
1) The CX Academy: https://thecxacademy.org/
2) Gartner Customer Experience Survey: https://www.gartner.com/smarterwithgartner/key-findings-from-the-gartner-customer-experience-survey/
3) McCafe Campaign - Creating Emotional Loyalty: http://www.liquidbarcodes.com/mcdonalds-loyalty-campaign-brewing-good/
4) PWC Report on Voice Assistants: http://explore.pwc.com/c/pwc-voice-assistants
Deon Olivier is an expert loyalty consultant in South Africa with over two decades of experience across telecommunications, financial services and fuel and convenience retail. Today we discuss Discovery Vitality - a world-leading loyalty programme within the health insurance, car insurance and banking sectors. We also discuss some unique concepts within retail banking as well recent developments in fuel retail and convenience stores in the South African market.
Show Notes:
Deon Olivier: https://www.linkedin.com/in/deonolivierwoodstock/
Harvard Business Review Case Study: https://store.hbr.org/product/discovery-limited/715423
Press Release: Apple Technology: https://bit.ly/2uwlNbB
Today's episode of "Let's Talk Loyalty" features exclusive insights from an award-winning UK loyalty programme that's loved by millions.
The brief: How can you make customers feel truly recognised and appreciated when faced with negative media perceptions, industry regulations and an intensely competitive landscape? British Gas Rewards set out in 2017 to do exactly that.
Instead of a points-based coalition programme, customers were asking for simplicity and exclusivity and so the new British Gas Rewards team created a unique format and customer proposition in record time.
In partnership with detailed data and UK loyalty market insights from their partnerships/marketing agency Mando-Connect, British Gas built an award-winning loyalty programme that has successfully reduced churn and increased NPS with millions of customers.
Listen in to the last episode of our first season of "Let's Talk Loyalty" to learn lessons on how a passionate team can achieve speed and scale when driven by a vision of excellence and empowered by C-Suite support.
Show Notes:
British Gas Rewards: https://www.britishgas.co.uk/rewards.html
British Gas Rewards Partnership Agency: www.Mando-Connect.co.uk
Report/research: What UK consumers think about loyalty:
https://www.mando-connect.co.uk/research-yougov-what-brits-think-of-loyalty/
KPMG is one of the world's top management consulting firms and one of the "Big Four" accounting organisations globally with offices in over 150 countries globally.
Its advisory services include advising governments, public and private firms on best practice in customer experience and driving loyalty.
This includes comprehensive research including its latest report entitled: " The Truth about Customer Loyalty" - described as a report in which the world’s consumers reveal what keeps them coming back.
A comprehensive interview discussing this brand new global loyalty report (published November 2019) with Selim Tanfous, KPMG Associate Director for the Lower Gulf Region.
Show Notes:
The Truth About Customer Loyalty - 2019 edition
Customer Experience Report 2019 edition.
Me, My Life, My Wallet (2018 KPMG Loyalty Research Report) Other Loyalty Resources: Loyalty 360 - The Association for Customer Loyalty
The British Airways Executive Club is an industry-leading loyalty programme designed to engage frequent fliers all over the world. This episode discusses how British Airways is using the Executive Club to differentiate itself in the truly competitive landscape of airline travel.
As Loyalty Manager for British Airways, Niall Rooney shares his insights on key trends in loyalty marketing and how customer preferences and performance are driving the airline's internal thinking to ensure these key customers are continually recognised and rewarded.
Niall also shares some great statistics on how and why British Airways Executive Club continues to improve capacity to reward seats for customers, as well as key areas of focus for the airline.
Show Notes:
1) Innovation Agency that British Airways Executive Club partnered with for loyalty ideas and insights.
https://www.happen.com/
2) Press Release and key statistic:
"British Airways Greatly Boosts Reward Seat Availability"
https://www.ideaworkscompany.com/june-26-2019-press-release
3) Simple Flying.com
This episode is published in partnership with Simple Flying.com - the go-to source for everything in global aviation.
Climate change is the number one concern for millions of people around the world - whether we've been directly affected by it or simply alarmed by the damage our lifestyles are doing to the planet.
It's time to find tools to measure and minimise our impact on the planet and Earth Rewards is a brand new solution doing exactly that!
Listen to this episode to learn how ANY loyalty programme can partner with Earth Rewards to make a real difference to the environment and impress consumers by demonstrating a real commitment to taking action. We also chat about how we as individual consumers can take positive action too.
Show Notes:
Website: https://earthrewards.net/
Nielsen Research on Importance of Brands supporting the environment: https://bit.ly/33oceHn
Deloitte Millennials Research: Report.
Book by Mike Berners-Lee: How Bad Are Bananas?
Contact:
Email: paula (at) letstalkloyalty.com
Sports fans are incredibly loyal advocates of their Clubs - sometimes from generation to generation. So why would a professional football Club like AS Roma invest in a loyalty programme??
This episode discusses the clever strategies and approach taken by AS Roma with the help of their agency Advice Group - resulting in them winning three separate loyalty awards in the 2018 Loyalty Magazine Awards - including Best Regional Champion of the Year for Western Europe.
I interview Laura Cagnacci about their strategy and performance and insights from various industries driving loyalty and direct relationships with customers.
For anyone involved in designing and operating loyalty programs, a key goal is to understand why loyalty programs can sometimes fail to prevent that happening to yours!
The "Delphi Report" is released each year to source insights from leading loyalty practitioners around the world and this year's topic is exactly this question.
This free report features insights from 34 experts from 14 different loyalty markets around the world for their insights on "Why Programs Fail".
This podcast discusses the top five and explains where you can download the full report for free.
Produced and directed by Mike Capizzi of Marketing Strategists LLC, co-founder of The Wise Marketer Group and Dean of The Loyalty Academy.
Resources:
Download the FREE report "Why Loyalty Programs Fail"
https://www.thewisemarketer.com/research/introducing-the-2019-delphi-report-why-loyalty-programs-fail/
https://www.thewisemarketer.com/
https://loyaltyacademy.org/
7-Eleven Denmark won the "NACS International Convenience Retailer of the Year" 2019 award - having reinvented its business from a kiosk operator to a destination for Danish consumers to enjoy fabulous healthy food.
From perfecting its products to connecting with customers, 7-Eleven is a customer-centric company with a vision to continuously innovate as a world-leading retailer, already operating a powerful loyalty programme with a mission to truly connect with customers.
Join episode ten to hear how Managing Director Jesper Østergaard thinks about winning customer loyalty, using global insights and digital tools to differentiate his stores in the busy world of convenience retail!
Show Notes:
Consumer trends insights and reports:
https://www.pejgruppen.com/en/
After seven incredible interviews, this episode looks back at the seven key lessons I've learned from my expert guests on the show.
"Let's Talk Loyalty" is designed to be educational and inspiring for any of us focused on engaging customers and retaining them to drive profitable business growth.
This summary episode is perfect if you've missed any of the great interviews - so you can listen back to anything relevant - or simply catch up with some inspiring statistics about our industry.
Few loyalty professionals can boast in excess of two decades of expertise running loyalty programmes across both consumer and business brands.
Leanne Papaioannou set up "Chilli Pepper" as Ireland's only dedicated strategic loyalty agency over sixteen years ago, to advise customer-focused clients how best to capture, understand and convert marketing insights in to loyalty programmes and customer strategies that drive true brand advocacy.
Leanne's expertise spans fuel and convenience retail, insurance, telcos, energy and our conversation includes insightful ideas from the evolution of loyalty practices in the Irish market, through to the latest global insights on capturing and driving your net promoter score in new and useful ways.
Key Resources Recommended in this Show:
1) Glassbox brands concept:
https://trendwatching.com/quarterly/2017-09/glass-box-brands/
2) Net Promoter Score concept (NPS):
https://hbr.org/2003/12/the-one-number-you-need-to-grow
3) Customer Trends and Insights:
https://www.jwtintelligence.com/
https://trendwatching.com/
4) Forrester Research: Customer Loyalty Playbook 2019
https://www.forrester.com/playbook/The+Customer+Loyalty+Playbook+For+2019/-/E-PLA250
Contact Details:
https://www.linkedin.com/in/leannepapaioannou/
http://www.ChilliPepper.ie
Helène Brand is one of the team of loyalty marketers responsible for the outstanding performance of the internationally-recognised and award-winning loyalty programme in South Africa called "My School My Village My Planet". In this episode, she talks through the advantages and challenges of using a community-based loyalty programme and the incredible results that can be achieved when it's done well.
Helène now works as a freelance marketing consultant and she's passionate about using storytelling to define your brand's purpose, creating compelling concepts which drive consumer loyalty both directly and indirectly.
She also shares a fantastic example of leveraging intentional behaviours to drive social change with a case study about an organisation called "Global Citizen" - a new model for loyalty that brands can connect with if they are focused on creating social or environmental change.
Show Notes:
Hèlene Brand - LinkedIn profile
Email: helenebrand84@gmail.com
Resources
- Don Miller’s StoryBrand: Book and Podcast
- Michael Hyatt: Lead to Win podcast
- Nudge: Book by Thaler and Sunstein on how to improve decisions about health, wealth and happiness - useful as someone in the loyalty space who wishes to influences customer behaviour that will maximise benefit for the customer and the business.
It's been said that loyalty marketing is one of the most powerful and effective tools for any commercial marketer - and Crispin Rogers can prove it.
Download this show to hear from the man who originally led the assessment and development of loyalty programmes for Shell worldwide - a notoriously challenging industry to drive profitable customer behaviour.
Crispin shares insights across fuel retail and payments and then shares his own truly big idea - to access the £7 BILLION of unspent loyalty points in the UK market alone - helping customers donate them to the charity of their choice.
This podcast talks through how "For Good Causes" ensures customers, brands and charities all benefit from leveraging the power of loyalty programmes to benefit whatever charity or cause their customers care about.
Crispin Rogers:
https://www.linkedin.com/in/crispinrogers/
https://www.forgoodcauses.org/
crispin.rogers@forgoodcauses.org
Show Notes:
https://www.dunnhumby.com/
https://www.beyondanalysis.co.uk/
http://www.myschool.co.za/ - MySchool MyVillage MyPlanet programme
Episode five of "Let's Talk Loyalty" discusses an award-winning loyalty programme in the education sector in the Middle East region.
Today I chat to its creator, Manav Fernandez, a loyalty consultant based in Dubai who developed the entire strategy, identity, value proposition, platform solution and communications strategy for "GEMS Rewards" programme - developed as a unique way to help offset the costs of private education for families.
The programme won the "Loyalty Magazine" award for the BEST loyalty programme in the Middle East and Asia region in 2018.
Show notes of useful links/assets mentioned by Manav:
Online Learning:
-
Coursera
-
Lynda.com
-
Udemy.com
-
https://www.edx.org/
Books:
- Sapiens by Yuval Harari
https://www.ynharari.com/book/sapiens/
- Hitmakers by Derek Thompson
https://www.amazon.com/Hit-Makers-Science-Popularity-Distraction/dp/110198032X
Contact Details:
Email: mf@qbfconsulting.com
Linkedin: https://www.linkedin.com/in/manav-fernandez-3a12655/
Mike Atkin has advised, launched or worked on over 85 loyalty programmes in his 30 year career to date and is one of the best known experts in the loyalty industry. His work spans every sector from grocery (Tesco), to fuel retail (BP and Shell) through to coalition programmes and loyalty platform technology.
A real loyalty expert to listen to and learn from about loyalty marketing.
https://www.linkedin.com/in/mikejatkin/
mikea@customerstrategynetwork.com
Twitter #loyaltyguru
https://www.customerstrategynetwork.com/
Show Notes:
Training Sources:
http://www.LoyaltyAcademy.org for CLMP (Customer Loyalty Marketing Professional) Qualification.
https://thecxacademy.org/ for Customer Experience training.
Staying up to date/Loyalty Resources and References:
http://www.TheWiseMarketer.com - Loyalty Newsletter
http://www.TheLoyaltySurgery.com - UK Loyalty Conference Oct 2019
https://loyaltyacademy.org - US Loyalty Conference March 2020
3Plus is the award-winning loyalty programme for the Three mobile phone network in Ireland.
This show discusses the history of 3Plus, what it offers customers and the superb results it has achieved in the last few years.
Contact details for Siobhan Lynch, Loyalty Manager, 3Plus Ireland:
https://www.linkedin.com/in/siobhan-lynch-a28bb36/
As a loyalty marketing professional, Sanjeev Nichani has worked with some of India's top loyalty programmes, including Loylty Rewardz - a programme for over 100 million banking customers in India, AIMIA, and now Raymond Rewards, a men's retail fashion proposition that recognises and rewards customers across all markets segments and across 1,000 retail stores.
Includes insights on launching a loyalty programme within a franchise business, upcoming ideas to engage with members in digital channels and where Raymond Limited is focusing its commercial strategy in 2019 through to 2025.
An introduction to your show host - Paula Thomas and a background to the show. Designed exclusively for loyalty marketing professionals, this episode introduces some of the key people in the industry as well as the main media publications for loyalty marketing professionals.
Show Notes:
1) Verification code:
QcmBCBVaTbXwVi6EAZmG