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 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

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Pieter Twine is the General Manager of the "MySchool MyVillage MyPlanet" loyalty programme, based in South Africa.It is an internationally recognised loyalty programme with multiple awards at the International Loyalty Awards & in the South African Loyalty Awards.Pieter himself is a judge at the International Loyalty Awards and has worked on the MySchool programme from the early years until now, as it celebrates its 25th anniversary.It is a multi-partner programme but with a difference in that rewards only go to educational, charity, environmental, or animal beneficiaries, not the members themselves.Over USD 56 million is given to such causes triggering both emotional and transactional loyalty results for the merchant partners invested in the programme.Show Notes:Pieter Twine, General ManagerMySchool MyVillage MyPlanet

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're summarising what we learnt from business coach Jon Dwoskin, who shared his insights on how to drive customer loyalty and connection using content.Brands are increasingly realising the power of both audio and video content as tools to build customer loyalty, alongside the loyalty programmes our industry typically manages, so we discuss how adding new communication formats such as the human voice can create compelling connections with customers.Show Notes:1) Jon Dwoskin 2) Full interview with Jon Dwoskin

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode showcases an innovative crypto-based rewards option that's focused on loyalty programmes in the travel and hospitality sector.Flycoin is a new, trade-able, digital currency which can be used to reward members with an asset they control – offering a truly web 3.0 approach to driving customer loyalty.Joining "Let's Talk Loyalty" to discuss this is Lenny Moon, CEO of Flycoin - so whether you’re a crypto fan, a crypto sceptic – or just trying to understand the potential for crypto-currencies in our industry, you will enjoy today’s conversation.Show Notes:1) Lenny Moon 2) Flycoin

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 another retail success story, this time from a much-loved Dutch brand called HEMA.With an incredible heritage of almost 100 years, HEMA's approach to business showcases some of the key principles that drive customer loyalty – values like simplicity, consistency, and fairness.Joining today’s show to share her insights on how this retailer earns so much customer loyalty from its customers is Karlijn Van Den Berg, HEMA's Loyalty & CRM Manager, based in the Netherlands.Show Notes: 1) Karlijn Van Den Berg2) HEMA

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 Science Lab works with loyalty industry leaders to identify and research commercially important concepts that drive loyal customer behaviour.Today's short show summarises some of our key learnings from our interview with Professor Yuping Liu-Thompkins who creates and publishes her loyalty research in top marketing and advertising journals.Listen to learn some of the exciting insights from her research, which will be fascinating to anyone working in the industry.Show Notes:1) Yuping Liu-Thompkins - Founder & Director of Loyalty Science Lab & Professor of Marketing, Old Dominion University2) Loyalty Science Lab3) Full interview with Yuping Liu Thompkins

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 another huge US retail success story!“Floor and Decor” is one of the country’s leading flooring retailers and it has also been recognized as one of Fortune’s 100 fastest-growing companies.We are joined by Matt Goldberg, who shares with us the insights behind the Pro Premier Rewards program – a loyalty strategy that has been designed to deliver powerful benefits to their community of flooring professionals nationwide, with a vision of continually growing their share of wallet with this key segment.Listen to enjoy a masterclass in the pillars needed to drive emotional loyalty in the intensely competitive retail sector for home improvements.Show Notes:1) Floor and Decor2) Pro Premier Rewards3) Matt Goldberg

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 an award-winning loyalty program for people who value an exceptional night’s sleep!*Sleep Number* is a 35-year-old retail brand that achieved revenues in excess of $1.85 Billion in 2021. The company operates over 650 stores in 50 states in North America, and seems to be going from strength to strength!In this episode, we discuss their Inner Circle Rewards program and its role in driving customer advocacy.Our guest is Lisa Erickson, Sr. Director of CRM and Loyalty, who shares her vision of leveraging loyalty to create an army of advocates, using gamification, social sharing, and digital and traditional channels to connect with her members and help them live their best lives, by helping them enjoy a great night’s sleep.Show Notes:1) Sleep Number2) Inner Circle Rewards3) Lisa Erickson

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.The Greenbacks Loyalty Programme has evolved as a powerful way for Nedbank to reward its complete banking relationships with its customers.In this short summary show, I'm summarising my interview with Dharmesh Bhana, who is leading the evolution of their compelling loyalty proposition, focused on benefitting all stakeholders.Whether it's to help customers manage their money better, reward responsible borrowing or build excitement and engagement at key moments in customer's lives, this loyalty programme rewards banking customers in fun, friendly and compelling ways.Show Notes:1) Dharmesh Bhana - Executive: Loyalty & Rewards2) Nedbank 3) Greenbacks4) Full interview is available here

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 exciting announcement about how we’re growing the show, now that we're three years old and all grown up!Let's Talk Loyalty was launched in August 2019 and has gone from strength to strength, sharing compelling content three times a week.This show explains the new way we will be bringing you even more exceptional content.Joining today's episode to announce this new partnership is Amanda Cromhout, Founder and CEO of Truth, an international loyalty consultancy firm, based in Capetown, South Africa.Show Notes:1) Amanda Cromhout2) Truth

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here."Beyonde" is a customer experience consulting firm based in Sydney Australia, with a single-minded focus on identifying, evaluating, and implementing the best global solutions to create compelling loyalty concepts.This episode features the latest customer strategy and inspiring loyalty propositions that the Beyonde team are exploring.Listen to hear Managing Director Simon Rowles talks about data – no longer as “the new oil” but as an even more powerful and profitable asset now that it is becoming increasingly share-able even despite our increasingly restrictive privacy laws worldwide.We also hear some incredible statistics around a way to drive customer or employee loyalty using the power of fractional ownership, as well as increasingly important option to allow loyalty members to aggregate their rewards across programmes.Show Notes:Simon Rowles - Managing Director, BeyondeBeyondeFavourite program : Commonwealth Bank of Australia – Yello : https://www.commbank.com.au/latest/recognition.htmlYello is a loyalty program (“The end game – you framed it as a loyalty platform – is exactly that,” said Norton-Smith). Data is the new "nuclear waste" from David BirchCross Company Customer Data Sharing from Ixup Banks launching data sharing services Points pooling with Swapi and Bakkt Fractional shares as loyalty rewards with Upstreet Fractional Carbon Credits as loyalty rewards with BetaCarbon Renting instead of buying at an apparel retailer with RNTR A secondary market for fashion with Reflaunt Carbon Tracking in bank apps with Cogo NFTs before they were NFTs – Ben & Jerrys and BlockV

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.In this short summary show, I review my interview with Mike Atkin, also known as the "Loyalty Guru", in which he shared the framework that he uses to expertly assess any loyalty program against industry best practice.With any loyalty investment, it's essential to know what's working and what's not, so listen to learn how the "Loyality Check" works, so you can access the same key principles, and understand if your loyalty program is working as powerfully as it should!Show Notes:1) Mike Atkin 2) Full interview is available here

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 an innovative US-based loyalty program that was created in 2021 to make rent more rewarding!The program is just one year old, yet it has already transformed the home rental industry, by tracking, rewarding, and reporting on-time rent payments by tenants, in a way that creates an exciting path to home ownership and offers members ways to earn cheaper travel and plan the trip of their dreams!We are joined today for a second interview by Dave Canty from Bilt Rewards, who shares the latest developments within the program, both in terms of its core proposition, as well as their latest partnerships with Expedia and Amazon.com.Join us to hear the latest on this program and its mission to support landlords, tenants, and partners who all benefit by making renting more rewarding.Show Notes:1) Dave Canty2) Bilt Rewards3) Bilt Rewards Youtube Channel

Today is a short summary show of our interview with Bart Demczuk, Managing Director at Comarch Middle East, who joined "Let's Talk Loyalty" in 2021 to share his perspective on our industry and what key issues were top of mind with his loyalty marketing technology clients in the Middle East region.Bart shared his insights and expertise on how to best manage the data that we collect on our customers, given the importance of balancing privacy and personalization in a way that customers truly value.We also discussed the importance of building direct relationships with your customers, as well as Bart's advice on what KPIs are most important for loyalty program managers to measure and manage.Show Notes:1) Bart Demczuk2) Comarch Loyalty Marketing Platform3) #112: Loyalty Challenges and Trends with Comarch’s Bart Demczuk

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 has had incredible growth and success in recent years, and is now Australia's top online pure-play beauty retailer.In 2020, the eCommerce business launched an innovative non points-based loyalty programme called the Adore Society.With exclusive benefits for each loyalty tier based on member's spend, the Adore Society also focuses on education, compelling content and entertainment for customers, which together which are driving incredible growth and loyalty.Miranda Bliss is the brains behind this compelling customer-focused loyalty programme, so listen to learn the key insights from their success.Show Notes:1) Miranda Bliss2) Adore Beauty 3) Adore Society

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Web 3.0 is of the hottest topics in business right now, but most of us have yet to figure out what the potential could be for these newest technologies within our loyalty programs.Whether it's blockchain technology, crypto-currencies, the metaverse, or NFT’s, few can figure out whether the opportunities they offer are purely for fun or for real commercial consideration!Joining me on this show to help separate facts from fiction is Stuart Evans, a Web 3.0 strategy advisor with a passion for understanding these emerging technologies so that he can create concepts that drive loyalty by exciting consumers in ways we haven't seen before.For all of us working in loyalty marketing, whether you're fully versed in Web 3.0 or not, please enjoy today's conversation with this inspiring thought leader who shares some great ideas to get started playing in the wonderful world of Web 3.0!Show Notes:1) Stuart Evans

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" meets airline industry thought-leader Mark Ross-Smith, who shares his insights on global airline loyalty programmes – their role, positioning, and potential for greater profits with seemingly plenty more room for growth!It's a fascinating discussion about innovative ideas to drive customer loyalty, learning from both the gaming industry as well as strategies that have been adopted by some leading airlines with great success.We hear some fascinating recent valuations of airline loyalty programs compared to the values and margins earned by the airlines who own them. Mark then shares some challenging ideas about the commercial positioning of each business in the post-pandemic world of aviation, and whether loyalty leaders should have a seat in the boardroom and why.Show Notes:1) Mark Ross-Smith2) StatusMatch.com3) traveldatadaily.com4) Digital Driving Growth in KFC China5) Measuring Loyalty – Tracking passengers who fly with competing airlines

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.How can a financial services firm like Old Mutual compete against a powerful market leader, in an industry that consumers often find confusing and expensive!The answer is by adding incredible value and being loyal to members so that they learn to trust your brand, even before they need to buy your products.In this short summary, learn the ideas and insights that are driving growth, connection, and financial wellbeing with Old Mutual's members and customers.Show Notes:1) Brett Cameron - Head of Rewards, Old Mutual2) Old Mutual 3) #106:Intense Competition Driving Loyalty Innovation by South Africa's Old Mutual

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 key insights from the industry's best-known research report that’s produced every year by Bond Brand Loyalty.Featuring insights from more than 39,000 consumers in eleven markets including North America and Europe, it includes consumer loyalty feedback on over 750 consumer brand programs in 15 industries.This episode features Alie Donnelly and Sean Claessen from Bond Brand Loyalty, who share their initial insights that have just been published in the first post-pandemic version of “The Loyalty Report 2022”, and their “Pathways to Growth Guide”.From the importance of how brands are addressing societal issues through to the ongoing fundamental shift in consumer’s expectations of the loyalty programs they engage with, today’s conversation highlights the important issues, ideas, and innovations that are proving essential to drive consumer loyalty in 2022 and beyond.Show Notes:1) Bond Brand Loyalty2) Alie Donnelly3) Sean Claessen4) "Pathways to Growth Guide"5) “The Loyalty Report 2022” Press Release

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 discusses the increasing need for customer loyalty in the railway industry for the first time!Renfe is the leading train company in Spain, carrying over 500 million passengers a year and at 80 years old, they are facing new challenges as a business, with increasing competition not only from cars and flights as in the past, but also now from two new rail operators.Our interview is with Javier Marin Martinon, Chief Commercial, Loyalty, and Customer Officer, who shares some great ideas that Renfe has already launched for members of its loyalty program – designed to be simple and exciting to understand even when they are sometimes quite difficult behind the scenes to deliver!A great case study and an example of how to learn about loyalty from other industries to create compelling strategies for your own business needs.Show Notes:1) Javier Marin Martinon, Chief Commercial, Loyalty, and Customer Officer2) Renfe3) Más Renfe

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This short summary explains how a better understanding of the psychology of human beings can help us design better loyalty programmes!Dr. Anil V. Pillai offers some interesting insights on what needs most people are seeking to satisfy when they join our programmes, and key factors to how successfully we deliver on that.This episode showcases key ideas that often get forgotten along the way when we design our loyalty journeys, often becoming increasingly complex to satisfy multiple business needs, rather than designing them as human beings prefer - with speed and simplicity in mind.For anyone interested in the neuroscience of either business or loyalty, listen to learn some key ideas to help engage your customers.Show Notes:1) Dr. Anil V. Pillai2) #102: The Science & Psychology of Human Engagement for Customer Loyalty

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Few industries have been as dramatically affected by the internet as the publishing industry, when free news and the instant availability of global information online became a threat to the entire business model for newspapers. And yet, despite the disruption, trusted brands like the Irish Times have managed to re-invent themselves and survive, and it was also an industry that benefitted from the impact of the Covid pandemic, as readers increasingly sought information they could trust.Quality news, exclusive content, and insights from diverse contributors are just some of the important ideas shared by today's guest. Cliona Mooney who is the Director of Subscriptions and Reader Insights for The Irish Times.Cliona shared with us their current approach, and some of the initiatives that are proving popular and powerful with readers as The Irish Times continues to focus on growing and retaining its base of subscribers.Show Notes:1) Cliona Mooney Subscriptions and Reader Insights Director2) The Irish Times\

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.One of Canada's best kept secrets, Northland Properties is a family business that operates an impressive portfolio of businesses including restaurants, resorts, sports teams and hotels!In 2021, the Sandman Hotels within the Group completed a dramatic digital transformation of their loyalty program, and in this episode, I'm joined by Fiona McFaul, the Vice President of Marketing and Loyalty for the Sandman Group who shares their journey one year on from launching their RSVP Rewards program.Show Notes:1) Fiona McFaul, Vice President of Marketing and Loyalty for the Sandman Group2) Sandman Hotels3) Sandman RSVP Rewards program

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 celebrates the 250th episodes of Let's Talk Loyalty!The Star Alliance is an extra-ordinary example of how global partnerships can be created to ensure a compelling, consistent and seamless experience for airline customers and earn their loyalty.Listen to learn the highlights of my interview with the Star Alliance Group Director of Loyalty, Renato Ramos who shares some superb alliance loyalty insights, including some ideas on how airline loyalty programs might evolve in the post-pandemic world.Show Notes:1) Renato Ramos 2) Star Alliance

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.In today’s hyper-competitive environment, telecommunications companies around the world are increasingly looking to customer loyalty mechanics to grow and succeed.Etisalat, headquartered in the UAE is the most valuable brand across all consumer categories in the Middle East and Africa, with a market valuation of over $41b.The Group recently rebranded to e& as part of its strategy for constant evolution and innovation, which includes a long and impressive history of developing propositions focused on driving customer loyalty.In today's podcast, Let's Talk Loyalty is joined by Antonio Ricciardi, SVP Consumer Intelligence & Engagement at Etisalat by e&, who's responsible for leading their Smiles Program, and he shares their learnings as they evolve from simple loyalty concepts to become a compelling consumer marketplace achieving even greater customer engagement and loyalty.Show Notes:1) Antonio Ricciardi SVP Consumer Intelligence & Engagement at e&2) Etisalat by e&3) e&4) Smiles Program

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Verizon is one of the largest telecommunications companies in the United States and is of course a huge company with a huge customer base to retain in an extremely competitive industry.Its loyalty program called "Verizon Up" has won multiple loyalty awards so we were joined by Lisa Routel, Verizon’s Marketing Strategy Lead to learn all about it.Lisa shares the latest propositions she’s building to keep Verizon customers engaged as well as some insights from her earlier career in loyalty with leading brands like Jaguar.Show Notes: 1) Lisa Routel2) Verizon3) Verizon Up

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 is a summary of some of my favorite ideas that have exciting potential for loyalty marketing professionals.From Whatsapp as a messaging platform, to the power of a voice marketing strategy and my all-time favourite - payment-led loyalty.This short show summarises superb insights from Lisa Brightwell, the founder of one of the UAE's top loyalty agencies, who shares how these powerful tools can be used to differentiate your brand in this era of dramatic changes in consumer behaviour.Listen to hear the power and potential of these tools that you can use to connect with your customers.Show Notes:1) Let's Talk Loyalty with Lisa Brightwell - Episode 982) Lisa Brightwell

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.In many ways, today's loyalty landscape looks a lot like it did 40 years ago! So why is that? And how can businesses truly win over their customers' hearts and minds to excel in today’s fiercely competitive world? The answer lies in a relentless focus on consistently caring for those customers more powerfully and more authentically than ever before.Loyalty is more than just a focus on the transactional management of your relationships.It starts with companies being loyal to customers first, while also fully supporting their people and their investors as equal stakeholders through these increasingly turbulent times.This is one of the ways that the loyalty industry can become ‘unstuck’, according to today's guest. Phil Rubin, founder of Grey Space Matters, has more than 25 years’ experience driving growth for premier global brands and he joins me today to share his latest ideas that stakeholder capitalism and profitable business practices can be a force for good.Show Notes:1) Phil Rubin2) Grey Space Matters3) The Five Dysfunctions of a Team

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Tupperware is truly a household name with consumers around the world, famous for its innovative food storage and preparation containers.The brand has recently realised the power they can harness by investing in a professional loyalty strategy to connect with its consultants, retail partners and of course consumers.This episode of "Lets Talk Loyalty" shares the story and insights of loyalty expert Fernando Jimenez who has recently taken on this fascinating new role, designing a loyalty program for Tupperware products in Mexico.Listen to learn from his impressive loyalty background in the airline sector and his approach to this new project.Fernando is also my first guest from Mexico so I hope you enjoy listening to this exciting episode.Show Notes:Fernando JimenezTupperwareTupperware Brand México#187: Microsoft Rewards - Insights and Ideas

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.In this summary episode, we discuss our key learnings from our conversation in early 2021 with the CEO of IAG Loyalty Limited, the company that operates "Avios" - the loyalty currency of the five airlines of the IAG airline alliance.Adam Daniels shared some of the extraordinary changes in consumer behaviour that evolved as a result the global pandemic, with dramatic increases in non-travel engagement such as online shopping, and the success of new propositions driving emotional loyalty at this particularly challenging time for all airlines and their loyalty programmes.Show Notes:1) Adam Daniels Chief Executive Officer2) IAG Loyalty3) #96: IAG Loyalty Shares New Trends including eStore, new Banking Propositions and Employee Loyalty

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Sustainability is both an urgent and an important focus for businesses, and one that loyalty marketers can play an important role in supporting. But how?In today's podcast, we're joined by Isobel Finlayson, Sustainability Lead for Mando Connect to share their ideas, insights, research and suggestions on practical ways that loyalty marketers can help.We showcase some examples of global best practice in sustainability led by loyalty professionals, with examples in both retail and aviation, and we discuss eight specific tactics you can consider implementing to leverage the power of your loyalty programme to address this critical concern for both consumer and companies alike.Show Notes:Mando ConnectsIsobel FinlaysonMando Connect’s White Paper DownloadSustainability article and exclusive research for The Wise MarketerMando Connect’s Million Tree Pledge

Not enough time and attention is devoted to understand the incredible value that loyalty programmes are driving indirectly for organisations – building the brand in less obvious ways than we typically measure when we’re calculating the ROI of our initiatives. But yet, these indirect benefits can be extremely valuable in the ways they impact the buying decisions that customers make!!This is a key insights from today's conversation with Collin Larijani who has over 12 years of experience working with Epsilon, building solutions across all marketing domains. Collin joined me today to reflect on some of the top trending topics that are emerging from the “loyalty labs” that Epsilon is running across APAC, including the power of both zero party data and first party data for organisations.Collin also shares his belief that loyalty professionals are perfectly positioned to lead within their organisations – using the power of their data, customer focus, and insights to become more visible and more helpful as both the heart and mind of the business.I hope you enjoy listening to my conversation with Collin Larijani from Epsilon!Show Notes:EpsilonCollin LarijaniLet's Talk Loyalty with Epsilon: Complimentary Loyalty Lab

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Payback is widely respected as one of the most innovative companies in Germany, with over 80 million members in six international markets and an impressive redemption rate of over 95%!In this short show, we summarise the highlights of our interview with Payback's CEO, Bernhard Brugger, showcasing their remarkable achievements over the last 20 years.Learn how Payback grew from a simple multi-partner program to its current positioning as a global marketing technology and services company.Show Notes:PaybackBernhard Brugger#94: Global Coalition Loyalty Insights with Payback's CEO Bernhard Brugger

In the Asia Pacific region, pioneering brands lead the way for digitally-demanding consumers by personalizing their experiences using big data and artificial intelligence.Dan Cantorna, Vice President of Data, Insights, and Technology for Collinson in Asia Pacific, joins us in this episode to share his fascinating insights on some of the digital and loyalty innovations emerging from the region. With so many global brands looking to Asia to understand the consumers of the future, this conversation offers an insight on what to expect from loyalty members and the consumers of the future. This episode is sponsored by Collinson.Show Notes:Dan CantornaCollinson

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Yuu Rewards is a leading loyalty program launched in Hong Kong in 2020 which prides itself on its innovative digital-first strategy.Created initially as a coalition programme, Yuu Rewards has proven to be a compelling proposition for the digitally-savvy consumers that Asia is renowned for.Now two years old, I’m today joined for a second conversation about Yuu Rewards by COO Mark Sage, who explains how the programme has grown, offering compelling new services, and is now firmly established as a market-leading super-app with numerous new and exciting benefits to users – such as industry-leading ecommerce capabilities at its core.In this conversation, we also discuss the power of *collectibles* as a tool to build consumer loyalty and engagement both online and offline.Show Notes:Yuu RewardsMark SageYuu To MeYuu To Me Ad#61: Yuu Rewards, Hong Kong's New Coalition ProgrammeTime Stamps:02:29 - Mark’s favorite loyalty program05:43 - The most significant change in recent months.09:40 - Yuu Rewards' technical evolution journey over time.19:35 - Using collectibles to engage consumers both online and offline33:20 - Mark's thoughts for future industry trends

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.In January 2020, Google announced that it would no longer support third-party cookies for users of the Chrome browser.What sounded like a massive challenge for marketers who've relied on them for many years, may in fact result in incredible growth and opportunity for loyalty marketers.In today's short summary episode of Let's Talk Loyalty, we review our conversation on this huge topic with Elliott Clayton, Senior Vice President of Media for Epsilon in the UK.Elliott explained why it is such an exciting time to work in loyalty marketing, and how loyalty marketers can help their brands embrace the cookie-less future.Show Notes:EpsilonElliott Clayton#92: The Increasing Importance of Loyalty in a Changing Media Landscape with Epsilon

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Del Taco is the world's second-largest Mexican fast-food restaurant chain, and its loyalty program is playing a vital role in its popularity and growth.In this episode of Let’s Talk Loyalty, Erin Levzow joins us to share her industry-leading insights and ideas from their "Del Yeah!" program which has already won prestigious awards - including B2C app of the year and the Gold Award for Loyalty Strategy.Learn how Del Taco has created such a compelling mobile app featuring Del Yeah! Rewards to truly attract and retain its customers.This episode is sponsored by Cheetah Digital.Show Notes:Del TacoDel Yeah! RewardsErin LevzowTime Stamps:03:00 - Erin’s favorite Loyalty Program10:15 - Del Taco's Context11:22 - Del Taco’s Loyalty Program Concept17:30 - Membership figures for Del Taco’s programs18:34 - Pareto Principle perspectives22:40 - Erin's knowledge gained while working in Las Vegas31:03 - Replatforming Del Taco’s program34:53 - Del Yeah Rewards' future priorities40:15 - Del Yeah Rewards Perspective on Metaverse

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.David's Bridal is a US-based retailer that specializes in wedding gowns, prom gowns and formal wear, and offers an extraordinary collection of beautiful outfits for all of life's magical moments.Already operating over 300 store locations in various countries as well as online, in 2020, David's Bridal stores created an industry first with the launch of their Diamond loyalty program, designed to leverage the buying power of the bride's family and friends to help the happy couple earn a honeymoon of their dreams!Kelly Cook, EVP, Chief Marketing and IT Officer for David's Bridal, joins us on this episode to explain this genius idea, the insights that inspired it and its incredible performance so far.Show Notes:David’s BridalDiamond LoyaltyKelly CookTime Stamps:03:55 - Kelly’s Favorite Loyalty Program06:03 - Role of Content as a Loyalty Driver09:44 - Diamond as a Crowdsource Loyalty Program11:53 - How did Kelly persuade the Senior Leadership Team to support the program?29:15 - David's Bridal Lessons Learned During the Launch of the Diamond Program

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.As one of the most exciting loyalty markets in the world, South Africa boasts plenty of compelling concepts and innovative ideas - and this summary show discusses one of the most exciting to date!Ros Netto, Customer, CRM & Loyalty Specialist and Head of Customer Care for Real Foods Group in South Africa, shares her insights from the launch of South Africa's first restaurant and fast-casual dining subscription program for their market-leading chain called Kauai.Listen to learn some of the challenges and solutions they learned in this short summary episode of Let's Talk Loyalty.Show Notes:Ros NettoReal Foods GroupKauai#90: Subscription Innovation Driving Restaurant Loyalty in South Afric