Let's Talk Loyalty

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 PeaceShow Notes :1) Fred Reichheld2) Tom Peace3) Loyalty People4) #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 episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Gedeon2) Gedeon Mohr & Partners3) 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.   This episode is sponsored by Cheetah Digital.Show Notes:1) Tim Glomb, VP of Global Content at Cheetah Digital2) 2023 Consumer Trends Index3) Cheetah Digital4) 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 PeaceShow Notes:1) Brad McDonald, Vice President of Loyalty Strategy at Epsilon2) Epsilon3) #165: 2022 Loyalty Trends, Gamification and Subscription with Epsilon's Vice President of Loyalty Strategy4) Tom Peace5) The Loyalty People

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Alliance2) Renato Ramos, Director of Loyalty, Star Alliance3) Star Alliance and HSBC Australia reimagine airline rewards for consumers with a world-first credit card

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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.This episode is sponsored by Capillary Technologies.Show Notes:1) Mayank Singh, Chief Digital Officer, Domino's Pizza Indonesia2) Domino’s Pizza Indonesia3) Domino's Indonesia: Expanding its business across a vast nation with Google Maps Platform4) Loyalty strategy in Domino’s USA by Paula Thomas (Liquid Barcodes)5) Domino’s – a Technology Company! by Paula Thomas (Global Convenience Store Focus)

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 loyaltyHosted by Tom Peace.Show Notes:1) Isabelle Birem,Senior Vice-President Loyalty at Accor2) Accor3) #163 : Accor's Live Limitless Programme Focuses on Passion and Partnership4) Tom Peace5) The Loyalty People

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Wholesale2) Costco

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Rooy2) Clicks3) Clicks ClubCard4) Clicks ClubCard Magazine

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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.Hosted by Tom Peace.Show Notes:1) Raghu Mahadevan, Chief Digital Officer for 7-Eleven2) 7-Eleven3) LTL#161: 7-Eleven Shares Secrets to Success & Driving Loyalty with 7REWARDS.4) Tom Peace5) The Loyalty People

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Cromhout2) International Loyalty Awards3) International Loyalty Awards: Call for Entries

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Ikea2) Ikea

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Peace2) The Loyalty People

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Laraya2) The Skywards Freak3) LOVE OR LOYALTY? The Freaky Things I've done for Emirates - Youtube4) First Emirates flight to Brazil during COVID-19 - Youtube5) LTL Episode 321: Video Interview

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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.org2) GiveAMile.org3) Give A Mile Flight Story Daughter to see her Father - Youtube

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 FC2) Arsenal Football Club 3) My Arsenal Rewards4) #159: Sports Loyalty - Innovation with UK Premier League Football Club Launch of "My Arsenal Rewards"

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Group2) Maxol3) Maxol Instagram4) New Maxol Loyalty App Launches - Youtube5) Maxol Loyalty App: FuelPay - Youtube6) The 100-Year Story of Maxol - Youtube7) Maxol Launches First-of-its-Kind Loyalty App With FuelPay in Ireland - Global Convenience Store Focus8) CIRCLE K FAST TRACK CAMPAIGNS - Liquid Barcodes Article9) CIRCLE K SPIN and WIN - Liquid Barcodes Article10) LTL Episode #230: The Boots Iconic "Advantage" Programme in the UK Celebrates Its 25th Birthday

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Program4) Sobeys bets big on growing Scene+5) Scotiabank is set on making a Scene+

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Division2) L'Oréal 3) LTL #157: L'Oreal, Wyndham Hotels and Toys R Us - Loyalty Insights with Alyssa Callahan

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Blue2) Air France - KLM Group3) FlyingBlue

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Group2) Jumeirah Group3) Jumeirah One

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 eventsShow Notes:1) Nejib Ben-Khedher 2) Emirates Skywards3) Skywards Plus4) LTL Episode 155: Emirates Skywards - Driving Success Through Personalisation, Partners & New Propositions

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Chicken2) Rewards Arcade3) Ruby Huang - CRM & Loyalty Lead at KFC UK & Ireland4) KFC gamifies loyalty with Rewards Arcade scheme5) Digital Driving Growth in KFC China - By Paula Thomas6) Don't Make Me Think: A Common Sense Approach to Web Usability, 2nd Edition: Book

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Cécile 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 Cécile 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 Rewards2) IBL Group3) Cécile Henry, IBL Group Loyalty Manager

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Devlin2) Countdown New Zealand3) LTL Episode 153: New Zealand Loyalty Expert Shares Exciting Airline & Grocery Loyalty Insights

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Academy2) The Loyalty Academy3) 2022 Delphi Report™: The Future of Crypto Rewards4) Bakkt5) LTL Episode #281: Sweatcoin Rewards Walking - Driving Health and Wealth Through Loyalty6) Share your feedback with us!

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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-Thompkins2) Loyalty Science Lab - LinkedIn page3) Loyalty Science Lab Medium website4) 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 Series4) LTL Episode 151: Connecting with Customers through Compelling Content & Experiences

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Allmen2) Canadian Automobile Association3) CAA Rewards

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Marketing2) Martha Cohen3) Kobie Marketing Previews 2022 Consumer Research Findings

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Kozlowski2) Let's Talk Loyalty Episode #149: Creative Airline Loyalty Concepts from Comarch - Prepaid, Subscription, or Unlimited Travel?

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Cromhout2) 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.This episode is sponsored by Collinson.Show Notes:1) Christopher Ross2) Collinson3) BLAND Loyalty Article: The Loyalty Magazine4) The UK Loyalty Landscape 2022: Loyalty Leaders Research

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.*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-KLM2) Air France - KLM Website 3) Flying Blue 4) Let's Talk Loyalty Episode: #147: Flying Blue from Air France KLM Group - Loyalty & Partnerships Insights

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Ong2.) Air Asia Rewards Super App3) Feedback Link

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Islam2.) Be Data Solutions3.) Dr. Shorful - YouTube Channel4.) Shorful Islam - Twitter

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Cromhout2) 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 Yap2) Epsilon Loyalty Index

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Arnold2) UN Sustainable Development Goals3) YouGov Website4) Dyversity Lab5) Connect 2 Website6) IKEA

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.As editor of the UK's most popular frequent flyer website Head for Points, Rob Burgess brings 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 Burgess2) Head for Points3) 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.This episode is sponsored by Comarch.Show Notes:1) Comarch2) Jaroslaw (Jarek) Wludyka

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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) Genesis2) Andrew Francis 3) Power Shout

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.AA Smartfuel is 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 Zealand2) Ian Sutcliffe - Co-Founder AA Smartfuel3) Jordan Tran - Marketing Manager at AA Smartfuel4) Let's Talk Loyalty Episode 141: Loyalty Excellence and Innovation with AA Smartfuel New Zealand

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Express2) My FedEx Rewards3) Lynn Tan

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Award2.) Bronwen Rohland3.) Nic Bednall

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 the Elias Partnership, which can help your company prevent and defend against the costs of a data breach, should one ever occur.Show Notes:1) Richard Dutton2) Elias Partnership 3) Let's Talk Loyalty Episode 139: Data Laws and Data and Privacy Health Checks for Loyalty Professionals

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 Reddy3) Jim Sturm

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Toth2) Anita Toth Inc

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Rewards2) Dave Canty3) Ankur Jain4) Let's Talk Loyalty Episode 135: Loyalty Industry Innovation - RENT Should Be Rewarding

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.How well do you optimize your email campaigns to drive your customer loyalty?In this episode, we are joined by Sondre Wassås, Partner at CPM 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 Sondre explain his innovative approach to analysing email newsletters, to find insights that can drive dramatic improvements in your email marketing campaigns.Show Notes:1. Sondre Wassås2. CPM Analytics (Norwegian Home Page)3: Smarter Email Insights (In English)