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. CX – or “customer experience” has exploded in recent years as a powerful business tool that truly drives customer loyalty and advocacy – not “just” using structured loyalty programmes, but by re-engineering your whole business in order to delight customers.Today’s episode of “Let’s Talk Loyalty” features an interview with Michael Killeen, founder of the “CX Academy” to figure out why so many companies are appointing CX professionals in their senior management teams, and how we as loyalty professionals can leverage our expertise in customer retention in order to lead CX initiatives.Listen to learn what brands are seen as the global leaders in CX and how you can upskill and apply similar powerful frameworks in your company.Show Notes: https://thecxacademy.org/https://www.linkedin.com/in/michael-killeen-cx/

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Australia is renowned as a sophisticated market when it comes to loyalty - and who better to talk us through it than Sarah Richardson - Chairperson of the Australian Loyalty Association. Sarah has an extensive career that spans over twenty years in direct marketing, CRM and also strategic loyalty programmes on both the agency and client side.Sarah now operates her own consultancy firm and loves to bring together the loyalty community in key cities in Australia to share ideas, training and inspire each other.Show Notes: https://www.linkedin.com/in/sarah-richardson-47852155/https://www.australianloyaltyassociation.com/https://www.sciensa.com.au/

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Film, music and games are all assets that loyalty programme owners can leverage to drive emotional engagement with members. Listen to this episode to hear partnerships expert Tom Sugg from Brand Culture London explain how to leverage the power of the world's most popular entertainment brands as partners to engage your customers around their passion points.

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Running a loyalty programme can be challenging in many ways - with so many internal stakeholders and members to manage,. From platform decisions, through to legal and privacy management and of course increasing expectations for programmes to drive measurable returns.Who can you turn to for advice, a second opinion and access to global loyalty brain power? One place is the "Customer Strategy Network" - of which I'm delighted to be a member.Our organisation is a global network of loyalty practitioners available to support loyalty projects on a freelance and flexible basis as needed.Today I chat to Nick Chambers who leads the Customer Strategy Network and we discuss the types of projects we support and work we do - for those time when you might need some extra support to optimise your loyalty programme.With fifteen loyalty experts across 11 countries worldwide, there's always help on hand if you need it.Show Notes:https://www.linkedin.com/in/chambersnick/https://www.customerstrategynetwork.com/

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 my ideas on loyalty TRENDS emerging for 2020 and beyond.Beyond the more frequently-touted ideas around personalisation, subscription programmes and environmental considerations, I've chosen three topics that excite me that include some innovative opportunities to consider as you plan your programme's evolution.Show Notes:1) The CX Academy: https://thecxacademy.org/2) Gartner Customer Experience Survey: https://www.gartner.com/smarterwithgartner/key-findings-from-the-gartner-customer-experience-survey/3) McCafe Campaign - Creating Emotional Loyalty: http://www.liquidbarcodes.com/mcdonalds-loyalty-campaign-brewing-good/4) PWC Report on Voice Assistants: http://explore.pwc.com/c/pwc-voice-assistants

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Deon Olivier is an expert loyalty consultant in South Africa with over two decades of experience across telecommunications, financial services and fuel and convenience retail. Today we discuss Discovery Vitality - a world-leading loyalty programme within the health insurance, car insurance and banking sectors. We also discuss some unique concepts within retail banking as well recent developments in fuel retail and convenience stores in the South African market.Show Notes:Deon Olivier: https://www.linkedin.com/in/deonolivierwoodstock/Harvard Business Review Case Study: https://store.hbr.org/product/discovery-limited/715423Press Release: Apple Technology: https://bit.ly/2uwlNbB

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 exclusive insights from an award-winning UK loyalty programme that's loved by millions.The brief: How can you make customers feel truly recognised and appreciated when faced with negative media perceptions, industry regulations and an intensely competitive landscape? British Gas Rewards set out in 2017 to do exactly that.Instead of a points-based coalition programme, customers were asking for simplicity and exclusivity and so the new British Gas Rewards team created a unique format and customer proposition in record time.In partnership with detailed data and UK loyalty market insights from their partnerships/marketing agency Mando-Connect, British Gas built an award-winning loyalty programme that has successfully reduced churn and increased NPS with millions of customers.Listen in to the last episode of our first season of "Let's Talk Loyalty" to learn lessons on how a passionate team can achieve speed and scale when driven by a vision of excellence and empowered by C-Suite support.Show Notes:British Gas Rewards: https://www.britishgas.co.uk/rewards.htmlBritish Gas Rewards Partnership Agency: www.Mando-Connect.co.ukReport/research: What UK consumers think about loyalty: https://www.mando-connect.co.uk/research-yougov-what-brits-think-of-loyalty/

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. KPMG is one of the world's top management consulting firms and one of the "Big Four" accounting organisations globally with offices in over 150 countries globally.Its advisory services include advising governments, public and private firms on best practice in customer experience and driving loyalty.This includes comprehensive research including its latest report entitled: " The Truth about Customer Loyalty" - described as a report in which the world’s consumers reveal what keeps them coming back.A comprehensive interview discussing this brand new global loyalty report (published November 2019) with Selim Tanfous, KPMG Associate Director for the Lower Gulf Region.Show Notes: The Truth About Customer Loyalty - 2019 edition Customer Experience Report 2019 edition. Me, My Life, My Wallet (2018 KPMG Loyalty Research Report) Other Loyalty Resources: Loyalty 360 - The Association 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. The British Airways Executive Club is an industry-leading loyalty programme designed to engage frequent fliers all over the world. This episode discusses how British Airways is using the Executive Club to differentiate itself in the truly competitive landscape of airline travel.As Loyalty Manager for British Airways, Niall Rooney shares his insights on key trends in loyalty marketing and how customer preferences and performance are driving the airline's internal thinking to ensure these key customers are continually recognised and rewarded.Niall also shares some great statistics on how and why British Airways Executive Club continues to improve capacity to reward seats for customers, as well as key areas of focus for the airline.Show Notes:1) Innovation Agency that British Airways Executive Club partnered with for loyalty ideas and insights.https://www.happen.com/2) Press Release and key statistic:"British Airways Greatly Boosts Reward Seat Availability"https://www.ideaworkscompany.com/june-26-2019-press-release3) Simple Flying.comThis episode is published in partnership with Simple Flying.com - the go-to source for everything in global aviation.

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Climate change is the number one concern for millions of people around the world - whether we've been directly affected by it or simply alarmed by the damage our lifestyles are doing to the planet.It's time to find tools to measure and minimise our impact on the planet and Earth Rewards is a brand new solution doing exactly that!Listen to this episode to learn how ANY loyalty programme can partner with Earth Rewards to make a real difference to the environment and impress consumers by demonstrating a real commitment to taking action. We also chat about how we as individual consumers can take positive action too.Show Notes:Website: https://earthrewards.net/Nielsen Research on Importance of Brands supporting the environment: https://bit.ly/33oceHnDeloitte Millennials Research: Report.Book by Mike Berners-Lee: How Bad Are Bananas?Contact:Email: paula (at) letstalkloyalty.com

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Sports fans are incredibly loyal advocates of their Clubs - sometimes from generation to generation. So why would a professional football Club like AS Roma invest in a loyalty programme??This episode discusses the clever strategies and approach taken by AS Roma with the help of their agency Advice Group - resulting in them winning three separate loyalty awards in the 2018 Loyalty Magazine Awards - including Best Regional Champion of the Year for Western Europe.I interview Laura Cagnacci about their strategy and performance and insights from various industries driving loyalty and direct relationships with customers.

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. For anyone involved in designing and operating loyalty programs, a key goal is to understand why loyalty programs can sometimes fail to prevent that happening to yours!The "Delphi Report" is released each year to source insights from leading loyalty practitioners around the world and this year's topic is exactly this question.This free report features insights from 34 experts from 14 different loyalty markets around the world for their insights on "Why Programs Fail".This podcast discusses the top five and explains where you can download the full report for free.Produced and directed by Mike Capizzi of Marketing Strategists LLC, co-founder of The Wise Marketer Group and Dean of The Loyalty Academy.Resources:Download the FREE report "Why Loyalty Programs Fail" https://www.thewisemarketer.com/research/introducing-the-2019-delphi-report-why-loyalty-programs-fail/https://www.thewisemarketer.com/https://loyaltyacademy.org/

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. 7-Eleven Denmark won the "NACS International Convenience Retailer of the Year" 2019 award - having reinvented its business from a kiosk operator to a destination for Danish consumers to enjoy fabulous healthy food.From perfecting its products to connecting with customers, 7-Eleven is a customer-centric company with a vision to continuously innovate as a world-leading retailer, already operating a powerful loyalty programme with a mission to truly connect with customers.Join episode ten to hear how Managing Director Jesper Østergaard thinks about winning customer loyalty, using global insights and digital tools to differentiate his stores in the busy world of convenience retail!Show Notes:Consumer trends insights and reports:https://www.pejgruppen.com/en/

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. After seven incredible interviews, this episode looks back at the seven key lessons I've learned from my expert guests on the show."Let's Talk Loyalty" is designed to be educational and inspiring for any of us focused on engaging customers and retaining them to drive profitable business growth.This summary episode is perfect if you've missed any of the great interviews - so you can listen back to anything relevant - or simply catch up with some inspiring statistics about our industry.

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Few loyalty professionals can boast in excess of two decades of expertise running loyalty programmes across both consumer and business brands.Leanne Papaioannou set up "Chilli Pepper" as Ireland's only dedicated strategic loyalty agency over sixteen years ago, to advise customer-focused clients how best to capture, understand and convert marketing insights in to loyalty programmes and customer strategies that drive true brand advocacy.Leanne's expertise spans fuel and convenience retail, insurance, telcos, energy and our conversation includes insightful ideas from the evolution of loyalty practices in the Irish market, through to the latest global insights on capturing and driving your net promoter score in new and useful ways.Key Resources Recommended in this Show:1) Glassbox brands concept:https://trendwatching.com/quarterly/2017-09/glass-box-brands/2) Net Promoter Score concept (NPS):https://hbr.org/2003/12/the-one-number-you-need-to-grow3) Customer Trends and Insights:https://www.jwtintelligence.com/https://trendwatching.com/4) Forrester Research: Customer Loyalty Playbook 2019 https://www.forrester.com/playbook/The+Customer+Loyalty+Playbook+For+2019/-/E-PLA250Contact Details: https://www.linkedin.com/in/leannepapaioannou/http://www.ChilliPepper.ie

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 one of the team of loyalty marketers responsible for the outstanding performance of the internationally-recognised and award-winning loyalty programme in South Africa called "My School My Village My Planet". In this episode, she talks through the advantages and challenges of using a community-based loyalty programme and the incredible results that can be achieved when it's done well.Helène now works as a freelance marketing consultant and she's passionate about using storytelling to define your brand's purpose, creating compelling concepts which drive consumer loyalty both directly and indirectly.She also shares a fantastic example of leveraging intentional behaviours to drive social change with a case study about an organisation called "Global Citizen" - a new model for loyalty that brands can connect with if they are focused on creating social or environmental change.Show Notes: Hèlene Brand - LinkedIn profileEmail: [email protected] Miller’s StoryBrand: Book and PodcastMichael Hyatt: Lead to Win podcast Nudge: Book by Thaler and Sunstein on how to improve decisions about health, wealth and happiness - useful as someone in the loyalty space who wishes to influences customer behaviour that will maximise benefit for the customer and the business.

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. It's been said that loyalty marketing is one of the most powerful and effective tools for any commercial marketer - and Crispin Rogers can prove it.Download this show to hear from the man who originally led the assessment and development of loyalty programmes for Shell worldwide - a notoriously challenging industry to drive profitable customer behaviour.Crispin shares insights across fuel retail and payments and then shares his own truly big idea - to access the £7 BILLION of unspent loyalty points in the UK market alone - helping customers donate them to the charity of their choice.This podcast talks through how "For Good Causes" ensures customers, brands and charities all benefit from leveraging the power of loyalty programmes to benefit whatever charity or cause their customers care about.Crispin Rogers: https://www.linkedin.com/in/crispinrogers/https://www.forgoodcauses.org/[email protected] Notes: https://www.dunnhumby.com/https://www.beyondanalysis.co.uk/http://www.myschool.co.za/ - MySchool MyVillage MyPlanet programme

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Episode five of "Let's Talk Loyalty" discusses an award-winning loyalty programme in the education sector in the Middle East region.Today I chat to its creator, Manav Fernandez, a loyalty consultant based in Dubai who developed the entire strategy, identity, value proposition, platform solution and communications strategy for "GEMS Rewards" programme - developed as a unique way to help offset the costs of private education for families.The programme won the "Loyalty Magazine" award for the BEST loyalty programme in the Middle East and Asia region in 2018.Show notes of useful links/assets mentioned by Manav:Online Learning:- Coursera- Lynda.com- Udemy.com- https://www.edx.org/Books: - Sapiens by Yuval Hararihttps://www.ynharari.com/book/sapiens/- Hitmakers by Derek Thompson https://www.amazon.com/Hit-Makers-Science-Popularity-Distraction/dp/110198032XContact Details:Email: [email protected]: https://www.linkedin.com/in/manav-fernandez-3a12655/

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 advised, launched or worked on over 85 loyalty programmes in his 30 year career to date and is one of the best known experts in the loyalty industry. His work spans every sector from grocery (Tesco), to fuel retail (BP and Shell) through to coalition programmes and loyalty platform technology.A real loyalty expert to listen to and learn from about loyalty marketing.https://www.linkedin.com/in/mikejatkin/[email protected] #loyaltyguruhttps://www.customerstrategynetwork.com/Show Notes:Training Sources:http://www.LoyaltyAcademy.org for CLMP (Customer Loyalty Marketing Professional) Qualification.https://thecxacademy.org/ for Customer Experience training.Staying up to date/Loyalty Resources and References:http://www.TheWiseMarketer.com - Loyalty Newsletterhttp://www.TheLoyaltySurgery.com - UK Loyalty Conference Oct 2019https://loyaltyacademy.org - US Loyalty Conference March 2020

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. 3Plus is the award-winning loyalty programme for the Three mobile phone network in Ireland.This show discusses the history of 3Plus, what it offers customers and the superb results it has achieved in the last few years.Contact details for Siobhan Lynch, Loyalty Manager, 3Plus Ireland:https://www.linkedin.com/in/siobhan-lynch-a28bb36/

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 loyalty marketing professional, Sanjeev Nichani has worked with some of India's top loyalty programmes, including Loylty Rewardz - a programme for over 100 million banking customers in India, AIMIA, and now Raymond Rewards, a men's retail fashion proposition that recognises and rewards customers across all markets segments and across 1,000 retail stores.Includes insights on launching a loyalty programme within a franchise business, upcoming ideas to engage with members in digital channels and where Raymond Limited is focusing its commercial strategy in 2019 through to 2025.Show Notes:Guest: Sanjeev Nichani

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. An introduction to your show host - Paula Thomas and a background to the show. Designed exclusively for loyalty marketing professionals, this episode introduces some of the key people in the industry as well as the main media publications for loyalty marketing professionals.