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.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)

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 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 Loyalty3.) Ebru Ak, US Loyalty, and CRM Co-ordinator

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Pagano2) Livelo 3) Let's Talk Loyalty with Livelo - Episode 133

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Beauty2.) Nicole Bernhardt, Head of Ultamate Rewards at Ulta Beauty3.) Ultamate Rewards4.) Ulta Beauty at Target

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 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 Economy2.) Sweat Economy

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 EMEA2.) Epsilon

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Mag2.) MOL Group3.) MOL Group expands footprint and convenience expertise in CEE4.) MOL’s New Concept in Croatia5.) MOL builds a digital marketing platform to fuel revenue growth and customer loyalty - IBM case study6.) MOL Group puts innovation in the fast lane with Salesforce7.) Dealing with a Digitally Disrupted World – with MOL Group and Jiffy

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Warriors2) Madan Padaki3) Full Interview with Madan Padaki

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 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 20222.) Childcare Saver: Shop. Earn. Learn3.) Childcare Saver4.) Gary Carroll, CEO and Managing Director of G8 Education Ltd5.) G8 Education Ltd6.) Kristie Atkins, Managing Partner at Wink7.) Wink

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Chou2.) Octalysis Framework3.) Get the Actionable Gamification book by Yu-kai Chou here4.) Metablox

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here."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 20212) Phil Rubin 3) Bond Brand Loyalty4) Let's Talk Loyalty Episode#255: The Loyalty Report 2022

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.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 Retention2.) Adore Beauty3.) Miranda's Pitch to the Australian Loyalty Association Board: ALA Young Members4.) Adore Society5.) Five keys to unlocking a successful loyalty program6.) Beauty IQ