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. As the world's first ever airline alliance, the Star Alliance is an extra-ordinary example of how global partnerships can be created to ensure a compelling, consistent and seamless experience for airline customers and earn their loyalty.With the alliance about to celebrate its 25th anniversary, I was delighted to learn some fascinating insights from their group Director of Loyalty, Renato Ramos who shares some superb ideas from his years of global airline loyalty experience. We discuss the evolution of loyalty for airlines in a pandemic and post-pandemic world, including the importance of non-airline partnerships, the challenge and opportunity to extend airline loyalty programmes to leisure travellers, as well as innovative possibilities such as cash back and pre-paying for loyalty points.Show Notes: 1) Renato Ramos 2) Star Alliance 3) Star Alliance Innovation Hub Announcement4) Starbucks as a Banking proposition

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. This is a summary of an already short show where I spoke about my predictions for the loyalty industry for 2020!It was recorded and released pre-Covid and featured my three big trends ideas, including the increasing role of CX for loyalty marketing, the importance of building an emotional connection with customers as well as my personal passion for using the human voiceas a way to access key services, like my loyalty programme updates.Show Notes: 1) Episode 18 of 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. What are some innovative new ideas you could use to build consumer loyalty if you were brave enough to try them as one of the first?In this episode of Let's Talk Loyalty, I'm discussing MY absolute favourites - Whatsapp for Business/loyalty, the power of a voice marketing strategy and my all-time favourite, payment-led loyalty. These I believe are three of the most powerful tools available to loyalty marketers in 2021!To help me understand these innovative ideas, I chatted to Lisa Brightwell, the founder of one of the UAE's top loyalty agencies Bright Insights Consulting who has studied how these powerful tools can be used to differentiate your brand in this era of dramatic changes in consumer behaviour.Listen for a masterclass in innovative loyalty marketing and the powerful tools that you can use to connect with your customers.Show Notes:1) Lisa Brightwell - Managing Director2) Bright Insights Consulting3) World Health Organisation Uses WhatsApp for Covid for Health Information4) KLM - First Airline Leveraging Whatsapp for Business 5) Whatsapp for Business 6) Esteé Lauder Voice-Activated Sampling Campaign7) Forbes Article on Loyalty

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 episode, I summarise my discussion with Deon Olivier, a well-known loyalty expert in South AfricaHe shares some of the extraordinary powerful concepts that this sophisticated loyalty market has launched, including Discovery's famous Vitality program, some unique concepts within retail banking as well recent developments in fuel retail and convenience stores in the South African market.Show Notes:1) Deon Olivier - Certified Loyalty Marketing Professional

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. As the currency originally created and famously known as "Air Miles", Avios is now the loyalty currency of the five airlines of the IAG airline alliance, operated by IAG Loyalty Limited, which now boasts over 35 million members across airlines including British Airways, Aer Lingus and Iberia - airlines that together typically carry over 118 million passengers a year.Adam Daniels, CEO of IAG Loyalty Ltd, shares both the expected and unexpected changes that have emerged through the global pandemic, with major behaviour changes including how consumers and retail partners have discovered the extraordinary power of awarding Avios points for online shopping.We also discuss some new ideas for banking partnerships and also the power of the currency as a tool to drive employee loyalty, with concepts such as "Get Fit With Avios" proving hugely successful!This episode is sponsored by Valuedynamx (Part of the Collinson Group)Show Notes:1) Adam Daniels Chief Executive Officer2) IAG Loyalty 3) Collinson Group

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 of "Let's Talk Loyalty" summarises my top insights from British Gas Rewards - an award-winning UK loyalty programme that's loved by millions.With a goal to make customers feel recognised and rewarded in an intensely competitive sector, British Gas Rewards developed an innovative concept without using points.With customers asking for simplicity and exclusivity, British Gas in partnership with their agency Mando Connect developed a concept that combined core rewards from British Gas in the form of "loyalty days" with exclusive partners offers across key categories that customers love.Listen to hear the highlights of my learnings from the British Gas Rewards loyalty programme or listen back to the full interview in December 2019. It's episode #16 of "Let's Talk Loyalty".Show Notes:1) British Gas Rewards: https://www.britishgas.co.uk/rewards.html2) British Gas Rewards Partnership Agency: www.Mando-Connect.co.uk3) British Gas Rewards on Let's Talk Loyalty - Episode #16

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Recently voted one of the most innovative companies in Germany, Payback is a world-famous coalition loyalty programme, headquartered in Germany, that boasts over 80 million members.The company actually operates coalition programmes in six international markets, and enjoys extraordinary levels of engagement, with an extraordinary performance and over 95% of Payback Points redeemed by members!Berni Brugger is the CEO who has led the company for over twenty years from its humble origins as a simple multi-partner programme, through its acquisition by American Express, now to its current positioning as a global marketing technology and services company.In this show of "Let's Talk Loyalty", Berni highlights the amazing successes achieved over the last twenty years, the (surprising) continued popularity of postal mailings with members, as well as the retail sectors that are thriving despite the challenges of Covid 19.Show Notes: 1) Bernhard Brugger - CEO PAYBACK Global Loyalty Coalition2) Payback Global Loyalty Coalition 3) Comarch Loyalty Marketing Platform

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 episode, I’m summarizing my interview with Selim Tanfous of KPMG, who shared insights from a survey of 18,520 consumers from more than 20 countries, called “The Truth About Customer Loyalty”. Selim explained the key “pillars” that drive customer loyalty, the importance of personalization compared to the power of your loyalty currency, as well as consumer-led factors such as the power of social media, online reviews and recommendations from friends and influencers in certain markets, particularly in Asia.We learn some of the key issues, including ongoing frustration around the lack of simplicity, and the reality that most programmes are still more relevant to baby boomers and generation x, rather than the consumers of the future.We discuss the power of paid loyalty programmes, and the importance of innovation, and for brands to demonstrate a clear purpose, as well as potential for more coalition loyalty programmes and brand partnerships in many markets.To learn more about this very interesting research from KPMG, you can listen to the full interview – it’s episode #15 on letstalkloyalty.comShow Notes: 1) Lets' Talk Loyalty Episode #15: KPMG Global Report - The Truth About Customer Loyalt‪y‬2) The Truth About Customer Loyalty - 2019 edition

While marketers all agree that "data is the new oil", there are few brands that seem to be personalising their brand communications effectively - only 7% of customers said they are satisfied with the level of personalisation they receive from brands!And the challenge to effectively connect with customers is about to get considerably harder, with the news that cookies as the key tool used by digital marketers to date will be phased out by Google in 2022! Loyalty members, and the data they share, is about to become even more important as THE key strategic asset in any organisation. Elliott Clayton is Senior Vice President of Media for Epsilon in the UK, and today he shares the challenges presented by "3rd party cookie deprecation" - an explosive industry issue for the future of digital marketing - which has been described as "even bigger than GDPR" and one that loyalty marketers can leverage to ensure increasing support for their programmes.Elliott explains why it's a great time to work in loyalty marketing, the emergence of loyalty programmes as media owners, as well as other key trends that marketers in advanced markets such as the US are experimenting with to drive connections with customers. This episode is sponsored by Epsilon.Show Notes:1) Elliott Clayton CLMP - SVP Media UK, Epsilon Conversant2) Epsilon Conversant 3) Loyalty Academy

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 summarizes my interview with Niall Rooney, Loyalty Manager for British Airways Executive Club, in which we discussed emerging trends in airline loyalty, including the importance of “simplicity”, as well as how customers are demanding more ways to earn Avios points as well as more ways to burn them!From increasing their partner credit card spend, to doing their online shopping on the Avios eStore, it was really interesting to hear that British Airways had recently increased their reward seat availability, and had begun allowing members to use their Avios on board to buy food and drink as well as to pay for seating and baggage.Listen to this short summary to learn more about driving loyalty in British Airways and if you want to listen to the full interview, it’s episode #14 on letstalkloyalty.comShow Notes: 1) Let's Talk Loyalty with British Airways Executive Club2) Niall Rooney, Head of Loyalty, British Airways 3) Simple Flying

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. With so many loyalty professionals considering the potential for a paid loyalty proposition (also known as a subscription-based loyalty programme), this show will answer so many questions.Ros Netto has over a decade building and advising some of South Africa's top loyalty programmes and now she's delighting local consumers even more with the launch of South Africa's very first subscription programme in the restaurant/fast casual dining sector.Ros shares the exciting journey so far for the Kauai loyalty programme - it's just eight weeks old yet driving great success and learnings already.A truly inspiring success story - launched despite the additional challenges of Covid - both operationally and psychologically for consumers.Show Notes:1) Ros Netto: Customer, CRM & Loyalty Specialist at Real Foods Group2) Bond Brand Loyalty - 2019 Report 3) Real Foods Group4) Kauai Subscription Loyalty Programme

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 episode, I’m summarizing my interview with Ciaran Kelly, who founded “Earth Rewards”, a loyalty programme that measures, educates and inspires consumers to behave in ways that minimize their impact on the environment.We discuss their “learn and earn” feature which allows users to understand exactly how many kilos of carbon their individual lifestyle is producing each year, and compare that to the average carbon impact of other people in any one of 30 countries around the world.Earth Rewards is designed to partner with existing loyalty programmes that want to add a compelling environmental feature to their loyalty proposition, so listen to the full episode to learn how your loyalty programme can partner with them to demonstrate a real commitment to taking action to save the environment.Show Notes: 1) Earth Rewards episode - A Loyalty Solution for the Environmen‪t‬2) Earth Rewards

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Like many retailers, Lagardere Travel Retail was badly impacted by the global pandemic in 2020, particularly in China where its duty free stores remained open but customers simply couldn't buy. This episode showcases the incredibly innovative solutions developed by the management team, led by Eudes Fabre.With 1.8 million customers signed up across their two loyalty programmes, the brand had permission from customers to connect in digital channels, and so they team developed a video commerce strategy on WeChat that has become one of the most successful in China.Listen to this extraordinary story of how the company's greatest marketing challenge has resulted in the creation of a whole new revenue stream that has now become a powerful and profitable channel in its own right, powered by its digital loyalty programme.Show Notes:1) Lagardere Travel Retail Group2) Eudes Fabre - Chief Executive Officer - North Asia at Lagardere Travel Retail3) Adam McCarthy - Chief Information Officer at Lagardere Travel Retail North Asia

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 of my interview with Laura Cagnacci discusses exciting loyalty initiatives being run for Roma Football Club by their marketing agency, who realised the importance and power of connecting Roma with their fans directly, rather than simply on third-party platforms like Facebook.As a much loved football club, Roma used the power of a platform they owned to connect with previously unknown fans of all ages and profiles, with clear data points being measured, tracked and rewarded at the individual level, rather than just at a segment level as many marketers did in the past.Listen to this episode to learn all about this award-winning programme in the sports sector, as well as learnings from building both a consumer AND a Business2Business loyalty program for an insurance client.Show Notes:1) Award-winning Loyalty in Italy - Roma Football Club and Advice Grou‪p‬2) Laura Cagnacci 3) Advice Group

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Puntos Colombia is the leading loyalty programme in Colombia with over 8 million members and it is the first loyalty programme in Latin America to be featured on Let's Talk Loyalty!I was delighted to discuss this fascinating loyalty programme and some of the unique aspects of the South American loyalty market with CEO of the Puntos Colombia programme, Alejandro Gonzalez Saul.Boasting over 100 partners, including the country’s biggest bank and grocery retailer, the Puntos Colombia programme is a powerful example of the potential of multi-partner and coalition programmes that truly put their customer's interests at heart.We discuss the superb solutions the programme launched during the pandemic lockdown to drive engagement, the importance of NPS, social listening and member advocacy and some of their latest features (including Whatsapp functionality) to delight members.This episode is sponsored by Comarch.Show Notes:1) Alejandro Gonzalez Saul - CEO of Puntos Colombia2) Puntos Colombia3) Article - The Advantages of Customers as Ambassadors4) Article - Winning Back Lost Customers

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 episode, I share the key lessons and learnings from a report entitled “Why Do Loyalty Programs FAIL?” This report was researched, compiled and published by Mike Capizzi, a loyalty expert and Dean of the Loyalty Academy.Mike's report identifies and explains the top TEN reasons for the failure of loyalty programmes based on insights from 34 global loyalty experts who together boast a combined total of over 500 years of loyalty marketing expertise!We discuss the power and problems of collecting and using consumer data, the role of clear, powerful and compelling communications, setting and measuring relevant KPI's, as well as the ongoing challenge of ensuring C-Suite support for any loyalty programme to be successful.Show Notes: 1) Why Loyalty Program Fail - Episode #11 of "Let's Talk Loyalty"2) Mike Capizzi 3) FREE report "Why Loyalty Programs Fail" - registration required.

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Virgin Red is the exciting new loyalty programme launched to reward customers across the entire group of Virgin companies with their new currency - Virgin Points.This episode features Kelly Best, Chief Marketing Officer of Virgin Red, who shares the unique selling points of the new programme, how it benefits members of the existing Virgin Flying Club, and their ambitious plans for world domination and a goal to engage the 35 million customers of Virgin companies worldwide.Kelly shares the insights that led to partnerships with popular UK brands such as Gregg's sausage rolls, as well as the comprehensive portfolio of earn and burn ideas that make this "Virgin Red" programme as exciting and disruptive as the Virgin brand deserves.This episode is sponsored by Valuedynamx.(Part of Collinson Group)Show Notes:1) Kelly Best 2) Virgin Red

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. This summary features the key lessons I learned from Jesper Østergaard, Managing Director of the 7-Eleven chain of stores in Denmark, which in 2019 won the prestigious title of the “International Convenience Retailer of the Year”.Jesper has spent many years revolutionising the 7-Eleven business in Denmark, from a kiosk business to now a successful food service business selling healthy lunch options that customers increasingly want, as well as building the 7-Eleven brand as another essential building block for consumer loyalty.In this short show, I summarise some of the great management lessons Jesper has learnt in his career so far, and some of the amazing loyalty programmes around the world that he is looking to for inspiration for his own strategy.Show Notes1) Jesper Østergaard - 7-Eleven 2) Let's Talk Loyalty #10 - Loyalty in 7-Eleven Denmark with Managing Director Jesper Østergaard3) Reitan Convenience4) NACS International Convenience Retailer of the Year Award5) NACS Europe

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. In early 2020, On Point Loyalty published a research report on the "Top 100 Most Valuable Airline Loyalty Programs" in the world, insights which proved remarkably relevant throughout the year as major US airlines began leveraging their programs to raise funds throughout the Covid-19 pandemic.In this episode, industry expert Evert de Boer explains some of the reasons why the financial power and true value of airline loyalty programs has been relatively hidden until now, and highlights some the dramatic changes that are taking place in the industry. He shatters some myths about the value of flight reward seats, as well as his experience on how C Suite Airline Executives are taking a fresh look at these valuable assets that have been hidden in plain sight in most airlines until now.Show Notes:1) Evert de Boer 2) OnPoint Loyalty 3) Free Report: The"Top 100 Most Valuable Airline Loyalty Programs"

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. This episode of "Let's Talk Loyalty" reviews some of the fascinating insights from my interview with Leanne Papaioannou, founder of the "Chilli Pepper" loyalty agency in Ireland.Show Notes:1) Chilli Pepper Loyalty Marketing Agency 2) Leanne Papaioannou3) Full episode recording: Let's Talk Loyalty #8: Lessons from a Loyalty Expert: Leanne Papaioanno‪u

As the platform powering loyalty programmes for Walgreens, Dell, Marriott Hotels and many others, Epsilon is uniquely placed to comment on global trends in loyalty as we settle in to 2021. Today's episode features an interview with Ashish Sinha, who shares some great insights from his role as Managing Director for Epsilon in Asia Pacific, including his increased focus on the Middle East region. We share stories of innovative loyalty initiatives in eCommerce, as well as some key loyalty principles he is seeing, such as consumer demand for trust and real relationships with brands beyond just transactions.This episode is sponsored by Epsilon.Show Notes:1) Ashish Sinha - Managing Director - Epsilon APAC & MEA2) Epsilon APAC 3) Coca Cola Insider's Club 4) Dell Talks Loyalty & Gamification - Episode #46 of "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. Helène Brand is a freelance marketing consultant whose experience includes responsibilities for a community-based loyalty program in South Africa called “ My School, My Village, My Planet” which won 8 international awards.Helène herself was named "Loyalty Personality of the Year" in 2015 and this short summary discusses her approach to loyalty which includes balancing both transactional and emotional loyalty.We also discuss her passion for storytelling as a powerful tool for business and loyalty marketing professionals and some great examples of innovative loyalty concepts in South Africa.Show Notes: 1) Let's Talk Loyalty #7: Award-winning Loyalty Success and Storytelling in South Afric‪a‬2) Helène Brand 3) Global Citizen

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. In late 2020, Dubai enjoyed the launch of its newest loyalty programme in the fuel, food and convenience retail space.Yes Rewards is a programme designed to drive customer lifetime value by incentivising cross-sell across its extensive portfolio of brands.Despite the unique challenges of the pandemic, Suryaveer Singh successfully launched the Yes Rewards programme and in this interview, he shares the challenges, solutions and intention behind the programme, as well as some of their early successes.Listen to this episode of "Let's Talk Loyalty" to enjoy some new ideas from this ambitious programme and respected regional brand - truly a global voice of loyalty.This episode is sponsored by Comarch.Show Notes:1) Suryaveer Singh - Head of Loyalty at ENOC2) Yes Rewards - Fuel & Convenience loyalty programme by ENOC3) Emirates National Oil Company 4) “Switch it up” article on Chipotle's loyalty strategy to incentivise new product trial

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 five minute episode of "Let's Talk Loyalty" showcases insights from Manav Fernandez, a leading loyalty practitioner here in the Middle East, and summarises some innovative ideas from an unusual industry - the education sector.Hear the insights from this unique programme called Gems Rewards, which has already helped families save over 50 million dirhams ($15 million) towards their school fees.Listen and enjoy this short summary of Manav's key success principles for loyalty or click below to listen to the full interview.Show Notes:1) Original Interview: Award-winning Loyalty and Insights from the Middle East - Let's Talk Loyalty #52) Manav Fernandes 3) Quick Brown Brown Consulting

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. A key challenge for loyalty program owners is accurately predicting their loyalty program liability years ahead in the future, and how to plan their program from a financial perspective to optimise the lifetime value of their customers.Today's guest, Len Llaguno, specialises in leveraging the art, science and modelling skills of his actuarial toolbox to predict consumer behaviour to advise key investment and financial strategies for some of the world's largest loyalty programs.Kyros Insights are uniquely experienced in loyalty liability management, predicting customer lifetime value and advising brands on the potential impact of major program changes to ensure the optimum commercial performance of any loyalty program, particularly in these unprecedented times.Listen to this masterclass in loyalty from a financial perspective to access specialised insights for your program that your finance teams will love.Show Notes:1) Len Llaguno - Actuary for Loyalty Programs | Founder and Managing Partner at KYROS Insights2) Kyros Insights - Actuaries Helping Loyalty Programs3) Kyros Academy - Learn to optimize your loyalty program liability4) 7 Loyalty Program Tactics for Financial Recovery CFO's Will Love 5) Free Loyalty Actuarial Roadmap - Assessment

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Mike Atkin has built or advised over eighty-five loyalty programmes worldwide in his extensive career, leading to his industry title as "The Loyalty Guru".Listen to this episode of "Let's Talk a LITTLE Loyalty" for a short summary of my interview with Mike, his key insights on what loyalty programme managers are doing well and key learnings on opportunities he says are still being missed.Show Notes:1) Lets Talk Loyalty - Interview with Mike Atkin The Loyalty Guru2) Lets Talk Loyalty - Interview with Mike Atkin The Loyalty Guru on Apple Podcasts

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 the latest loyalty research with consumers in Australia, conducted by Customology, the "most awarded data and loyalty agency in APAC".It highlights some shocking facts, such as the belief that new customers are treated better than existing ones, their views on how brands communicate with them, as well as the complete absence of communication from many brands who capture data but then don't use it.Mark James is the CEO of Customology, so together we discuss some back-to-basics principles of building customer relationships in a bid to create "customers for life".Show Notes:1) Mark James2) Customology3) The Unspoken Customer

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. 3Plus was recognised as " Ireland's Best Loyalty Ireland" so this episode is a summary of my interview with Siobhan Lynch who manages it.Listen to learn how this innovative partnership proposition is used to retain customers of the 3 mobile phone network and how the programme has evolved to become a profitable media business.Show Notes: 1) Let's Talk Loyalty - Interview with Siobhán Lynch - 3Plus 2) Award-winning loyalty in Ireland - on Apple Podcasts 3) Let's Talk a LITTLE Loyalty - Summary of my Interview with Siobhan Lynch of 3Plus on YouTube

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. This show discusses exciting global perspectives on what the year 2021 might hold for loyalty marketing, featuring four colleagues from The Customer Strategy Network (CSN) - a group of independent loyalty industry experts of which I am a founding partner.These predictions were first written and published by The Wise Marketer, and feature predictions on data and privacy trends across Europe as well as insights from Australia where funding models have fundamentally changed for the whole loyalty industry.It features insights on the increasing convergence of loyalty and payments, as well as my own predictions for the year ahead from all of my own analysis, research and recent interviews.Listen to hear our expert predictions on the future of Loyalty Marketing in 2021.Show Notes:1) Loyalty Predictions Article - The Wise Marketer 2) Nick Chambers - Certified Loyalty Marketing Professional (CLMP) - Director at Mobile Loyalty Technologies Ltd3) Richard Button - Certified Loyalty Marketing Professional (CLMP) - Director at ELIAS Partnership and Managing Director at Citizen Heart, ELIAS Partnership4) Simon Rowles - Managing Director at Beyonde5) Paula Thomas - Certified Loyalty Marketing Professional (CLMP) - Loyalty Podcast Host

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 podcast summarises key learnings from a loyalty leader in India.Sanjeev Nichani has led loyalty programmes, partnerships and propositions for an award-winning fashion retail loyalty programme called Raymond Rewards, as well as developing nationwide programmes for respected brands such as Taj Hotels.Listen to this short summary of those exciting loyalty programmes and insights on loyalty marketing in India. See below for links to the full interview.Show Notes1) Let's Talk Loyalty - Episode 2 - Interview with Raymond Rewardz - Sanjeev Nichani2) Loyalty Interview with Sanjeev Nichani on Apple Podcasts

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 world's most iconic retail brands, Ikea boasts 156 million members of its Family Club worldwide - a programme that brings the very best of the Ikea brand to its customers.Today's episode features an interview with Aaron Mitchell, Ikea's Global Vice President of Loyalty who shares the loyalty proposition that's already driving the extraordinary success of the club as well as some of the latest insights and innovations being launched in test markets around the world.Aaron talks through the importance of key principles such as trust, community and the importance of ensuring your loyalty programme is designed to show the brand's loyalty TO your customers, rather than first expecting it from them!Listen to this first episode of 2021 to enjoy a masterclass in the marketing and management mindset that is needed to drive success at such scale.Show Notes:1) Aaron Mitchell - Global VP Customer Engagement & Loyalty2) Ikea.com3) RGA - Marketing Agency

Today I am announcing my new short format podcast – called “Let’s Talk (a Little) Loyalty”.This show is my new weekly episode - a simple five-minute summary of the key learnings from a previous show that you might have missed.If you only have five minutes to spare, these short shows will each summarize my key learnings from a previous guest.This show is being released every Tuesday here on the “Let’s Talk Loyalty” podcast channel in response to demand from our growing audience of loyalty professionals around the world.Show Notes:1) Let's Talk a LITTLE Loyalty - Youtube video

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. As we come to the end of 2020, we explore the little-known concept of “mindful marketing” and how it relates to loyalty through an interview with Maths Mathisen, founder & CEO of an innovative app built to drive loyalty for brands with students, a notoriously difficult demographic to target, particularly in the age of digital distraction and addiction.The HOLD app uses the power of gamification to help FMCG brands and convenience retailers compete in the “war of attention” highlighted in the Netflix documentary “the Social Dilemma”, and it is hugely successful in Norway where 50% of third level students use it!Listen to this final episode of “Let’s Talk Loyalty” for a fascinating discussion on using social mechanics and the power of purpose to build a tribe for your loyalty programme, with exciting lessons from an extraordinary Scandinavian success story.Show Notes:1) Maths Mathisen - CEO & Co-founder at Hold AS2) HOLD App3) Netflix Documentary – The Social Dilemma

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 some important concepts that go back the basics of how companies connect with their customers, featuring an interview with Ali Cudby, best selling author of "Keep Your Customers" - who focuses on driving customer loyalty in small and medium-sized companies in the US.Ali introduces simple yet powerful concepts that are often neglected as companies grow, including the importance of a customer-facing mission statement and key policies to guide customer engagement in a way that drives "lucrative loyalty".We discuss the increasing trend for paid loyalty with renewal-based businesses and subscription options emerging in new and unexpected sectors, as well as important insights on the concept of "hidden revenue" - an effective tool that can drive true customer loyalty in a way that most companies neglect.As one of our closing episodes of 2020, we share some hopes and goals for 2021 as the "new normal" begins to unfold.Show Notes: 1) Ali Cudby - Managing Director, Alignmint Strategies 2) Cluster Truck Food Delivery 3) Soapbox - Hygiene Products with a Social Mission

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. On World Statistics Day, a group of experienced loyalty marketers in India collated their favourite loyalty statistics to help define what success looks like for a loyalty programme in practise. Mala Raj is a seasoned loyalty consultant who detailed some broad yet useful benchmarks for what loyalty marketers should be considering a good or great result.From member activity rates, to the lift in member value, potential reductions in member churn and overall program penetration, we showcase why and how loyalty can be held accountable to the business, ensuring both quantitative and qualitative measurements are considered.Mala also highlights some unique approaches and challenges to building loyalty programmes in India and introduces us to some of the market leaders who each boast hundreds of millions of members.Listen to this episode of Let's Talk Loyalty for some fascinating insights from another great global voice of loyalty.Show Notes: 1) Mala Raj - Strategic Caravan, India 2) Adam Posner - Customer Loyalty & Loyalty Program Specialist3) Flipkart - eCommerce Marketplace India4) Brian Almeida - Founder Partner at Strategic Caravan5) Loyalty Statistics - summary published by Mala Raj on World Statistics Day6) Shoppers Stop Department Stores & First Citizen Loyalty Programme

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. As CEO of Asia Miles, Paul Smitton is a loyalty industry veteran, and in today's episode of "Let's Talk Loyalty", he shares some exciting insights, innovative ideas and some fond memories.From his "baptism of fire" building Air New Zealand's first loyalty programme in 1991, through an impressive career in senior roles in both airline and loyalty technology firms, Paul is continuing to create compelling concepts for the Asia Miles programme, focusing on delighting customers.With new investments in blockchain-based concepts, to the use of messaging platforms such as Whatsapp, as well as integrating the Asia Miles programme in to selected dining and eCommerce partners in Hong Kong, this coalition programme was perhaps one of the most prepared for the pandemic that none of us predicted!Listen to this week's episode of "Let's Talk Loyalty" for a masterclass in customer focus and a true loyalty mindset.This episode is sponsored by Valuedynamx. ( Part of Collinson Group)Show Notes:1) Paul Smitton - CEO Asia Miles2) Asia Miles loyalty programme

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 looks at how loyalty as it's evolving academically as I interview Assistant Professor of Marketing at Emory University, Dan McCarthy, who researches key marketing topics that loyalty marketers love, such as customer lifetime value.McCarthy now writes and lectures extensively on customer lifetime value as well as a new concept "customer based corporate valuation" and his work appears in major academic and business media outlets including the Harvard Business Review, Wall Street Journal, FT and CFO Magazine.In addition to his academic career, he has extensive commercial experience supporting companies like Nike with their customer insights and strategies. His latest company Theta Equity Partners is also successfully commercialising his knowledge of customer loyalty.In this interview, he also shares his latest insights on the Pareto Principle as well as the consumer behaviour changes he sees emerging in early statistical data as a result of Covid 19.Listen to this latest episode of "Let's Talk Loyalty" to hear the latest insights from the academic world of loyalty marketing.Show Notes:1) Daniel McCarthy of Emory University - Assistant Professor of Marketing at Emory University2) Twitter: @d_mccar3) Harvard Business Review January 2020 Report - The Loyalty Economy4) Theta Equity Partners5) Professor Byron Sharp

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. As the market leader providing telecoms services to over 37 million people in South Africa, Vodacom is an award-winning consumer brand that launched an exciting new loyalty programme called Vodabucks in August 2020.Designed to recognise, reward and drive key behaviours across all consumer segments of the business, the programme is part of an ambitious plan to expand the business "from a telco to a techco".Listen to this episode of "Let's Talk Loyalty" to hear my conversation with the man behind the programme, Jorge Mendes, who shares his goals and challenges to win customers hearts and minds in an intensely competitive market where SIM swapping between networks is commonplace.Vodabucks is truly an exciting programme that leverages the best loyalty concepts from around the world, that's built in partnership with a portfolio of brands across the country using gamification to engage customers and truly drive profitable behaviour for the business.Show Notes:1) Jorge Mendes - Chief Officer: Consumer Business, Vodacom Group Exco Member2) Vodacom 3) Vodabucks loyalty programme

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Every loyalty programme owner has invested in capturing the attention and interest of its members, and that attention is often much more valuable than the business realises.In this episode of LetsTalkLoyalty, we chat to WeAreSonder, a media agency dedicated to professionally valuing OWNED media channels and ecosystems, such as the channels created by loyalty programme owners.From American Express to Virgin Australia, this interview discusses case studies of some of the incredible work that is being done around the world to unlock billions of dollars of media value that is often left untapped.If you are not yet measuring the value of the media assets within your loyalty programme, this episode will be fascinating, and offers key insights on how best these assets can be valued and commercialised, either now or in the future.Show Notes:1) Jonathan Hopkins - Founding Partner - Sonder2) WeAreSonder.com3) Dictionary of Obscure Sorrows

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 has taken the Hong Kong Market by storm. Launched in July 2020, this innovative coalition programme connects ten brands and over 2,000 stores, and has already recruited an incredible two million members in its first month - a superb result in a city of eight million people.In this episode of Let's Talk Loyalty, I interview Mark Sage to learn the key challenges of launching a coalition programme in multiple languages, with real time points allocation across fifty POS systems, replacing existing programmes in key partner brands, amidst a pandemic!From cheesy tunes, to compelling creative, Mark shares the exciting journey of launching this fully personalised coalition programme that is delighting Hong Kong customers.Show Notes:1) Mark Sage - Chief Operating Officer, Yuu Rewards, Hong Kong2) YuuRewards3) YuuRewards Launch Song

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. BP is one of the world's largest oil companies, operating over 18,700 service stations and running loyalty programmes in over twenty countries worldwide.In this episode of "Let's Talk Loyalty", I chat to Olivier Martinet who has led BP's loyalty initiatives for over twenty six years. He shares how he approaches the development of digital platforms and loyalty programmes according to the market's needs, maturity and challenges, with a laser focus on being relevant to consumers.We discuss the importance of global standards and the need to drive loyalty "beyond points", leveraging mass personalised programmes that can effectively drive consumer behaviour.This episode is sponsored by Comarch.Show Notes:1) Olivier Martinet - Global Retail Customer Insights, Data, Loyalty Programs & European Regional B2C Marketing, BP

Today's episode of Let's Talk Loyalty showcases Epsilon's latest loyalty learnings from two of their senior Directors, featuring Tamara Oliverio as Senior Director of Loyalty and Customer Experience, as well as Julie Smith as Vice President of Loyalty Technology.Listen to this episode to learn how the US market is evolving dramatically at the moment, including brands re-inventing their programs to respond to the changing perception of what customers find valuable. Key insights include a significant shift towards "contactless loyalty" and how to approach the complex process of effective loyalty program evolution. We also discuss how brands continue to capture data, with consumers increasingly expecting it to be useful in real ways and in real time.This episode includes fascinating insights on designing & optimising loyalty programmes from some industry experts who clearly love loyalty. This episode is sponsored by Epsilon.Show Notes:1) Tamara Oliverio - Senior Director of Loyalty and Customer Experience & CLMP2) Julie Smith, Vice President, Loyalty Technology3) Epsilon Europe website including Loyalty week webinars, the Forrester Assessment Tool & the Guide to Contactless Loyalty 4) Epsilon USA - loyalty articles and content 5) #33: Loyalty Insights from Epsilon6) Masters of Scale podcast 7) Foresight Factory, Trend Spottr & Trend Hunter

As the technology platform that powers loyalty programmes for global brands such as BP, Heathrow Airport, Enterprise Rent-a-Car, ADNOC Petroleum and Etihad Airways, Comarch is in a unique position globally, advising brands in all industries on their loyalty strategy and ensuring it's executed brilliantly.We are delighted to be working with Comarch as a sponsor of the show, so in this episode of Let's talk Loyalty, I interview one of their top executives, Sidney Dunn, who shares his insights as Client and Business Development Director for Comarch in the Americas.From the latest research on how millennials are engaging with global platforms, to advice for anyone keen to understand the benefits of emerging technologies such as artificial intelligence and machine learning, listen to this episode to hear Sid sharing his unique perspective in a way that's both powerful and practical.This episode is sponsored by Comarch.Show Notes:1) Sidney Dunn - Client and Business Development Director, Comarch - Americas2) Comarch.com - Loyalty Platform Technology

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Wiiv Rewards is a coalition loyalty programme launched in Mauritius by the country's largest private company IBL Group.As a group-owned multi partner programme, Wiiv boasts eleven loyalty partners across key lifestyle categories such as grocery, pharmacy, transport and leisure, with a focus on supporting their members (known as Wiiv-ers) as a true community.Listen to this episode of Let's Talk Loyalty to hear why Wiiv won two of the industry's most prestigious awards at this year's Loyalty Magazine Awards, including Regional Loyalty Champion Award for Middle East and Africa as well as highly commended for Best New loyalty Programme launch of the year in 2018.Show Notes: 1) Wiiv Loyalty Programme Mauritius2) Delphine Lagesse - Group Strategic Innovation & Excellence Executive at IBL Together, Mauritius3) Cécile Henry - IBL Group Loyalty Manager at IBL Together, Mauritius

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Rob Burgess is a leading travel loyalty expert in the UK, reporting on campaigns by airlines and hotels as well as loyalty-led credit cards in the UK market.Rob personally boasts over 1 million Avios points, 1 million Virgin Flying Club miles and over 6 million airline, hotel and credit card points. He created HeadForPoints.com as a platform to share his ideas on how to get the best value from these loyalty assets, and now boasts an extra-ordinary community of 50,000 UK travel consumers who all love being recognised and rewarded for their loyalty!As a past winner of 'Editor of the Year' at the Business Travel Journalism Awards, Rob has successfully achieved what many digital entrepreneurs dream of, having left a traditional corporate career and created a compelling digital business publication that is loved by readers who enjoy his highly informed, yet independent view.Rob also acts as a consultant to the loyalty industry, focusing on the development of reward schemes which are attractive to consumers whilst cost effective for the sponsor.In this episode of Let's Talk Loyalty, we discuss how loyalty leaders can and should connect with thought leaders online. We also discuss some extra-ordinary loyalty leaders in the UK beyond travel, including John Lewis departments stores and the iconic Danish café brand - Joe & the Juice.Show Notes:1) Rob Burgess - Founder and Editor - Head for Points2) HeadforPoints - the UK's biggest frequent flyer and business travel website3) Podcast Episode / Audio Article about Joe & The Juice

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Vodafone is renowned internationally as an innovative telecommunications network, operating in many of the world's most competitive markets such as the UK.With a laser focus on customer retention and loyalty, the "Very Me Rewards" programme was launched in 2018, leveraging a portfolio of partnerships and personalised rewards, including almost 30 million rewards redeemed in just two short years.Camilo Courtenay talks us through their award-winning customer loyalty proposition, as well as their recent gifting strategy which leverages customer feedback to build emotional loyalty with customers and their family and friends - even if they are not on the Vodafone network themselves.Enjoy this episode and insights on "Very Me Rewards" to learn how to build loyalty in the ultra-competitive utilities sector in the UK.Show Notes: 1) Camilo Courtenay - Loyalty Product Manager (VeryMe Rewards @ Vodafone)2) Very Me Rewards - Vodafone UK's Loyalty Programme

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. As winner of the "B2B Marketer of the Year" award, Margaret Molloy is recognised globally as a marketing thought leader. She is the Chief Marketing Officer of Siegel + Gale, a top global branding firm based in New York renowned for delivering global insights through its annual Simplicity Index.In this interview, we explore how simplicity drives business performance and enhances the customer experience. We also discuss the role of brands in the customer journey, as well as the power shift from buyers to users, employee loyalty and some intriguing statistics that help explain the role of simplicity in driving consumer loyalty.Margaret is a true believer of keeping things simple, and she highlights how Covid-19 has made it even more important for brands to simplify.We also discuss the role and impact of GEN Z on current marketing trends, and characteristics that define this critical consumer segment including the crucial role they play in the future loyalty market.Listen to this episode of Let's Talk Loyalty to understand how simplicity is as an increasingly powerful (yet underestimated) factor that drives loyalty in every business.We also announce the winner of the first ever Loyalty Academy Scholarship Competition in partnership with our friends in the Loyalty Academy!Show Notes:1) Margaret Molloy: Chief Marketing Officer - Siegel + Gale 2) Margaret Molloy on Twitter - twitter.com/margaretmolloy3) World's Simplest Brands website4) Simplicity at Work study5) How CMOs Commit newsletter6) How CMOs Commit podcast7) Future of Branding Events page8) Siegel + Gale9) “In their words” article by Siegel+Gale: The skills used by global CMOs to navigate COVID-1910) Gen Z and Brand Building podcast episode

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Pavel Los is the Global Loyalty Manager for Shell, the world-renowned oil company running loyalty programmes in 21 countries.Shell recently topped the leader board at the Loyalty Magazine Awards, winning awards for Shell Go+ in the UK, as well as Shell Club Smart programme in China that integrates with the WeChat platform. Pavel talks us through those value propositions and also shares some insights around the use of carbon offset programmes in key markets such as the Netherlands and the UK.With the increasingly role of loyalty programme to protect commercial revenue, Pavel shares the key statistics and loyalty metrics that Shell focuses on from their central team of loyalty subject matter experts.We also discuss the concept of coalitions and the important ingredients for success for any brand when it comes to marketing partnerships.Listen to this episode of Let's Talk Loyalty for a truly global loyalty perspective from one of the world's leading retailers.Show Notes:1) Pavel Los - Global Loyalty Manager Shell2) Shell Go+ - Shell's new UK Loyalty Programme 3) Shell Clubsmart - China

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. As a former Creative Director and senior board director of Saatchi & Saatchi, Dr Chris Arnold is a business strategist, innovative thinker and a "proudly dyslexic" champion of thinking differently.With a deeply held belief in the power of community, Dr Chris highlights the challenges of relying on digital marketing and short-term measurable metrics that limit the full potential of a truly customer-centric mindset.Dr Chris reminds us of the power of communities as a way to create true customer loyalty, including the opportunity to connect our loyal customers with each other in a way that builds powerful brands and businesses.Show Notes:1) Dr Chris Arnold2) Connect 2 UK

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Every year, loyalty marketers around the world send off their programmes to compete with the best in the industry for the annual Loyalty Magazine Awards.With 23 categories, the entries are carefully evaluated by a panel of loyalty experts from around the world and one winner gets to celebrate being the best in the world in their industry or region!In this episode of Let's Talk Loyalty, I interview Annich McIntosh, CEO of the Loyalty Magazine Awards about the great entries that came out on top this year, as well as the very special Loyalty Magazine Awards 2020 online global party. Loyalty Magazine is a leading international title providing coverage of the world loyalty business.We also discuss some of the key trends she's seeing in the world of loyalty as an industry commentator and expert.Show Notes: 1) Annich McIntosh, CEO of the Loyalty Magazine Awards2) Loyalty Magazine Awards