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'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

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