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.Customer advocacy and emotional loyalty are driven by value-based alignment rather than product, service and price points. Explore a new take on customer loyalty from the latest whitepaper from Yuping Liu-Thompkins, Professor of Marketing at Old Dominion University and Director of Loyalty Science Lab.Her latest whitepaper: The Politics of Brand Loyalty unpacks US consumer views on values alignment and how ideological views impact brand decisions.Hosted by Amanda CromhoutShow Notes:1) Yuping Liu-Thompkins2) Old Dominion University3) Loyalty Science Lab.4) The Politics of Brand Loyalty5) Marketplace Dignity Transforming How We Engage with Customers Across Their Journey (Book)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today’s topic is an industry favourite – we’re here to talk about “Profitability in Loyalty and Strategies for extracting MAXIMUM value from Your Programme.”Our guest is Priyanka Lakhani who is a Senior VP at the Collinson Group.Collinson is perfectly positioned to lead the conversation about “Profitability in Loyalty” as a global company dedicated to helping the world to travel with ease and confidence for more than 30 years.Please enjoy this conversation about programme profitability with Priyanka Lakhani from Collinson.This episode is sponsored by Collinson Group.Show notes:1) Priyanka Lakhani2) Collinson Group3) Let’s Talk Loyalty: Priyanka Lakhani on Loyalty Programme Profitability | Collinson Group4) AI and the future of humanity | Yuval Noah Harari at the Frontiers Forum - Yuval Noah Harari5) Sapiens A Brief History Of Humankind By Yuval Noah Harari (Book)6) Let’s Talk Loyalty: Priyanka Lakhani on Loyalty Programme Profitability | 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.In this episode Charlie Hills interviews Kate Wheaton, the Head of Strategy for Ogilvy One. Through her long career, Kate has worked on some of the UK’s most effective and loved loyalty programmes for brands such as Sainsbury’s, Tesco, Boots, Vodafone, British Airways, Waterstones and Pets at Home. She enjoys the combination of strategic rigour and creativity that modern loyalty demands to be successful.Today we will be learning about her favourite book and loyalty programmes, highlights and key learnings from the programmes she has worked on and all about the new loyalty white paper from Ogilvy One “Loyalty in the Age of the Emotional Consumer”.Hosted by Charlie HillsShow Notes :Kate WheatonOgilvy OneOglivy - Ideas - Loyalty -Age- Emotional ConsumerEuropean Loyalty WhitepaperMando-ConnectThe Power of Moments: Why Certain Experiences Have Extraordinary Impact

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 Aaron Dauphinee speaks with CLMP™ and loyalty academic, Darron Kirkley from the University of South Carolina (USC).Darron is one of less than a handful of instructors in the USA who have created a university level class focused on the discipline of loyalty.His course, Hospitality Loyalty Strategy, is taught through USC's College of Hospitality, Retail and Sport Management and Darron is a steward of the hospitality sector.Darron shares his unique perspective into the mindshare of the next generation of loyalty marketers.We also discuss the drivers of loyalty in hospitality and the go-forward state for the loyalty industry.The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Aaron Dauphinee.Show notes:1) Darron Kirkley2) USC's College of Hospitality, Retail and Sport Management3) University of South Carolina (USC)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today's episode features a truly global loyalty perspective coming from Indonesia, which is in fact the 4th most populous country in the world!Our featured brand is one of the largest retail conglomerates in Indonesia with nearly 200 stores and a market leadership position particularly in the kids and baby segment.Kanmo Group is the official distributor for Indonesia of multiple world class brands and their portfolio includes global icons such as Mothercare, COACH, Adidas, Havaianas, Liverpool Football Club & Nespresso.Our guest is Rajesh Grover, Kanmo’s Group Vice President of AI, Digital and Omnichannel, which includes responsibility for the Kanmo Circle loyalty programme.Separately, Rajesh has also recently written and published a book called “Start Unselling Now” which introduces his customer-first approach that prioritizes the buying journey over sales targets.Please enjoy this episode from the Kanmo Group in Indonesia.Show notes:1) Rajesh Grover2) Kanmo Group3) Kanmo Circle4) Start Unselling Now: The Sales Manifesto for Winning Customers (Book)5) One Click: Jeff Bezos and the Rise of Amazon.com (Book)

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is in Spanish and is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.En el episodio de hoy está con nosotros Cristian Ortiz, CEO de LATAM Pass, uno de los programas de viajero frecuente más grande deLatinoamérica con 49 millones de socios. Nos describe cómo ha evolucionado elprograma a lo largo de los últimos años, pasando de un modelo de coalición,anteriormente conocido como Multiplus, a lo que es ahora. Nos comentó comoconectar con los socios del programa para que se mantengan enganchados con lapropuesta de valor y como extenderla para estar presentes con el socio todos losdías.Hosted by Alex Saul.Show Notes:- 1) Cristian Ortiz2) LATAM Pass3) Start with Why by Simon Sinek (Book)

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 guest is Dave Sims, a well-known professional in North American loyalty circles. Dave is a Navy veteran who started his career with Proctor & Gamble and had early experiences creating business value using customer data while operating a startup.He has since been in a leadership role in the customer loyalty efforts at notable brands including DSW Shoes, GNC Nutrition, LaQuinta Hotels, and Nordstrom. He most recently served as Chief Marketing Officer for a large franchisee of Orange Theory Fitness.Dave shares insights on the future of loyalty, how to get support from the C-Suite, the tension between acquisition and retention, gamification and more.The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Bill Hanifin.Show Notes: 1) Dave Sims2) Orange Theory Fitness3) Bill Hanifin4) The Wise Marketer.

Arvind Fashions Ltd is a USD 500 m turnover fashion business, which has been in existence for over 30 years. Its loyalty base boasts over 10 million customers across its five different loyalty programmes.Tanya Alexander is AVP loyalty and Operations at Arvind Fashions Ltd and shares her challenges of operating five+ loyalty programmes, using customer-relevant channels and how she sees the role of AI driving faster hyper personalisation to better serve the Indian fashion market.Hosted by Amanda CromhoutShow Notes : 1) Tanya Alexander 2) Arvind Fashions Ltd3) The Ken 4) Forrester Research 5) Mckinsey Insights

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today we’re bringing you an incredibly exciting episode with NASCAR which is otherwise known as The National Association for Stock Car Auto Racing.NASCAR is the sanctioning body for the number one form of motor sports in the United States.Based in Daytona Beach, Florida, NASCAR sanctions more than 1,200 races annually in eleven countries and more than thirty U.S. states.Our guest for today’s episode is Donald Baal, Senior Director of Fan Loyalty for NASCAR Rewards who explains more about the sport, the multi-generational loyalty that already exists with fans and some of the fantastic reasons why the business made the decision to invest in a formal loyalty programme to build that emotional connection even further.Show notes:1) Donald Baal2) NASCAR3) NASCAR Fan Rewards4) The Ride of a Lifetime: Lessons in Creative Leadership from the CEO of the Walt Disney Company (Book)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.2025 is the time of year that leading industry brands share their incredible insights and research as a way to support our industry, so I’m delighted today to be joined by our longest-standing sponsor and partner of the show as one amazing brand that does exactly that.Comarch is a leading global IT company founded in Poland in 1993 which employs over 6,000 people, powering the technology needs of more than 40,000 companies worldwide.Comarch is also one of the most dedicated software companies in the world when it comes to its focus on loyalty marketing software.As part of that focus, I’m thrilled to be today helping them to launch their Customer Loyalty Predictions 2025 Report – focused on AI, Privacy and Sustainability - which was conducted by Comarch in partnership with the Global Loyalty Organisation.Joining me in the studio today to share insights from this global study are Lukasz Dubiel and Joanna Witsch from Comarch.I hope you enjoy their insights on these key loyalty topics which are so relevant for 2025 and beyond!This episode is sponsored by Comarch.Show Notes :1) Comarch2) Customer Loyalty Predictions 2025 Report – focused on AI, Privacy and Sustainability3) Lukasz Dubiel4) Joanna Witsch5) The Heart-Led Leader (Book)6) Loyalty.com (Book)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today, we are delighted to be chatting with a leading regional loyalty and lifestyle program in the GCC called Blue Rewards, which is the rewards and lifestyle app for the Al-Futtaim Group.Founded in the 1930s, the Al-Futtaim Group is a family-owned business that has evolved into a leading conglomerate across automotive, retail, real estate, and finance sectors in more than twenty markets.Our guest is Geeta Raghuvanshi, who is the Chief Technology and Data Officer for Blue Rewards, which operates in the GCC, Egypt, Singapore, and Malaysia.In this fun and insightful conversation, Geeta shares with us the overall Blue Rewards Programme and proposition, as well as some major evolutions and enhancements that the Al Futtaim Group have achieved in partnership with our friends in Capillary Technologies.Together, they've grown the program from a simple cash back concept through to a major lifestyle brand which is now operating as an independent business within the group.Please enjoy this conversation with Geeta Raghuvanshi from the Al Futtaim Group.Show notes:1) Geeta Raghuvanshi2) Al-Futtaim Group3) Blue Rewards4) The Upside of Disruption: The Path to Leading and Thriving in the Unknown (Book)

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 re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons.United Airlines remains the largest airline in the world with 244.4 billion revenue passenger miles flown in 2023, and their loyalty insights, even though recorded in November 2023 are ever-green.This re-release has also given us the chance to publish this on our dedicated Loyalty TV website (previously just available on Youtube) as well as our usual podcast channel (of course).It comes as United Airlines last week announced record fourth quarter profits for Q4 2024 and when we spoke, our guest Luc Bondar COO and President of MileagePlus shared how they achieved some of their superb results for their 110+ million MileagePlus members.Show Notes:1) United Airlines2) MileagePlus® program3) Luc Bondar, COO and President of MileagePlus

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today, we are thrilled to be sharing global loyalty insights from a woman who is truly on a mission to drive our industry forward.Zsuzsa Kecsmar is the Co-Founder & Chief Strategy Officer of Antavo AI Loyalty Cloud, a loyalty software company she co-founded almost 14 years ago.Zsuzsa was also chosen last year as the “International Loyalty Personality of the Year”, partly because of her incredible work creating the Global Customer Loyalty Report which last year was downloaded by over 8,000 loyalty professionals.As you can imagine, Zsuzsa has even greater ambitions for the 2025 Global Customer Loyalty Report which was just released in the last couple of weeks and contains some incredible insights from both loyalty industry professionals as well as direct insights from over 10,000 loyalty programme members.Today Zsuzsa also shares all of the latest AI-led loyalty technology innovations at Antavo which are being designed and built based on feedback from some of their incredible global clients.I hope you enjoy our conversation with Zsuzsa Kecsmar from Antavo AI Loyalty Cloud.This episode is sponsored by Antavo AI Loyalty Cloud. Show notes:1) Zsuzsa Kecsmar2) 2025 Global Customer Loyalty Report3) Antavo AI Loyalty Cloud4) The Definitive Book Of Body Language by Allan Pease (Book)5) Loyalty Programs: The Complete Guide by Philip Shelper (Book)

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is in Spanish and is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.En el episodio de hoy compartimos con un panel de expertos en Loyalty en donde se comentan algunos de los fundamentos importantes que se deben considerar a la hora de construir y/o gestionar estrategias de lealtad. Se señaló la importancia de combinar elementos transaccionales con momentos emocionales, la innovación, el uso de la data, la visión Customer First, entre otros. Esperamos que disfruten la conversación con Gerardo y Franz.Hosted by Alex Saul.Show Notes:-1) Gerardo2) Franz3)Crear o Morir (Book)4) Great by Choice (Book)

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.This episode was recorded in November 2024.The Wiser Loyalty podcast series for Let’s Talk Loyalty shifts its focus in 2025 to interview a series of C-Level executives who are influential in leading change in customer loyalty and loyalty marketing.Loyalty Academy™ Executive faculty members Bill Hanifin, CEO Wise Marketer Group, and Aaron Dauphinee CMO Wise Marketer Group will be hosting conversations with executives from a wide range of disciplines that impact the development of customer strategy and contribute to overall corporate profitability.In this week’s episode Bill and Aaron talk with a special guest and known loyalty SME, Tim Murphy, to share his thoughts on what the future of loyalty technology may look like in the nearer-term but also with an eye to the horizon.Tim has been a C-suite executive at 5 fortune 500 companies that include time as CIO and CTO to lead technology shared services and divisional to enterprise transformations.The conversation touches on the impact of artificial intelligence on loyalty technology, explores new concepts implied by the term "composable commerce" and looks into the future of how the tech stack required to support digital customer strategy will evolve in the coming year.Show notes:1) Tim Murphy2) Bill Hanifin3) Aaron Dauphinee4) Wise Marketer Group

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.In this episode Charlie Hills interviews Mary Beth Bell, a Senior Advisor at Valuedynamx, focused on driving growth in the U.S. market. With nearly 25 years of experience in the pay-for-performance space, MB has developed a deep expertise and passion for all things loyalty commerce. MB is also a true rewards enthusiast, racking up over 500,000 rewards points, miles, and cashback over the past two decades just by shopping.Today we will be learning about her favourite books and loyalty programmes, highlights and key learnings from the programmes she has worked on and all about Valuedynamx.Hosted by Charlie HillsThis show is sponsored by ValueDynamx. Show Notes :1) Mary Beth Bell2) Valuedynamx3) The Alchemist 4) The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value5) European Loyalty Whitepaper 6) Mando Connect

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Capitec Live Better Rewards is 3.5 years old in a banking environment which is only 24 years old. However, age is meaningless as Capitec holds a 60% market share in South Africa’s retail banking industry, with 24 million clients. 22m of these clients are part of its rewards programme, called Live Better. It has already been re-launched, which epitomises Capitec’s disruptive mindset to create customer centricity throughout all it does.Kelly Goldsworthy is Head of Live Better Rewards with an engineering background and a laser focus on continuous improvement for the Live Better programme and its members. Kelly shares the journey to date and the fascinating statistics of its current engagement activities by different channels, encouraging all of us to re-think the norm and disrupt for the ultimate end game of greater customer centricity.Show Notes:- 1) Capitec Live Better Rewards2) Kelly Goldsworthy3) Live Better Rewards4) Blue Ocean Strategy (Book)5) Good to Great: Why Some Companies Make the Leap...And Others Don't (Book)

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Phil Hawkins, a loyalty veteran with over 30 years experience in the loyalty industry and a well known leading loyalty personality in Australia. Expertise in coalition programs, working extensively with Flybuys in Australia over several stints, from its inception in 1993.With leading roles at National Australia Bank, Coles and Myer, Phil has loyalty experience including program design, all aspects of program operation, and specific experience in email and digital communicationThese days, Phil is a keen loyalty observer, commentator, writer and occasionally creating mischief on LinkedIn.Hosted by Carly Neubauer Show Notes:1) Phil Hawkins2) The Loyalty Leap3)Omnichannel Retail 4) Flybuys

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.As 2025 kicks off, Paula Thomas and Pooja Venugopal today look back at some of the highlights for the show in 2024 and announce some exciting changes for 2025.Show Notes:1)Let's Talk Loyalty2)www.Loyalty.TV.3) Paula Thomas4) Pooja Venugopal 5) The 4-Hour work week6) Predictably Irrational

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today’s interview features the SAS Group, the Swedish airline holding company originally formed in 1946 after the merger of the three Scandinavian flag carriers serving Sweden, Denmark and Norway.It is now Scandinavia's leading airline, offering the most departures to, from and within Scandinavia.Like many airlines, the SAS Group has made significant changes to its corporate structure over the years and particularly this year to its global alliance strategy.SAS was one of the original founding members of the Star Alliance in 1997 which it left on 31 August 2024 and it then joined Skyteam the very next day on September 1st 2024! It's an incredible story.Joining us today to share some insights on their loyalty program and some recent award-winning loyalty-led campaigns is Olivia Wasniewski, who is the Head of the EuroBonus Program operated by SAS.Show notes:1) Olivia Wasniewski2) SAS Group3) SAS EuroBonus4) Watch the full video interview for free

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 focuses on Arnold Clark Rewards… the new loyalty programme from Arnold Clark. With Emily Walker, the Head of Media & Brand Marketing for Arnold Clark. And Hema Kukadia, a Partnerships Account Director at Mando-Connect.Today we will be learning about their favourite loyalty programmes, how Arnold Clark Rewards is delivering for customers and the business and all about their plans for the future.Hosted by Charlie HillsShow Notes :1.Emily Walker2.Hema Kukadia 3. Arnold Clark Rewards4.European Loyalty Whitepaper5.Mando-Connect6.YouGov

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.After an amazing first year of "The Wiser Loyalty Series", Founder and CEO of Let's Talk Loyalty and Loyalty TV, Paula Thomas, today hosts an episode with the brains behind the series.Today's epsiode explains how the partnership between Let's Talk Loyalty and The Wise Marketer group is evolving even further.Paula's guests are Bill Hanifin and Aaron Dauphinee,, CEO and Chief Marketing and Business Development Officer respectively for The Wise Marketer Group.Together they review the podcast series they created for Let's Talk Loyalty listeners in 2024, and the changes and further enhancements planned for 2025.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer5) Paula Thomas

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today we’re back with our friends in the MOL Group, an integrated, international oil and gas company, headquartered in Budapest, Hungary.MOL Group is active in over 30 countries, with a workforce of 26,000 people, and a market capitalisation in excess of $6.5 BN USD.Our guest is István Mag, Head of the Digital Lab for MOL Group, and he joins us today to update us on how the MOL Group has transformed itself in recent years from a traditional fuel retailer to a digital eco-system, led by loyalty.Listen to hear this incredibly impressive story of how this loyalty-led digital transformation is driving business growth while also inspiring and energising employees across the eight countries the program operates in across central Europe.Show notes:1) István Mag2) MOL Group3) MOL Move

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 is in Spanish.En el episodio de hoy, nos adentramos en el fascinante mundo de Serviclub, el programa de lealtad que ha cautivado a millones en Argentina. Con más de 25 años de experiencia, Serviclub ha redefinido la fidelización de clientes, ofreciendo una propuesta de valor única que combina beneficios exclusivos, experiencias personalizadas y un sólido programa de acumulación de puntos. Acompáñenos junto a Gastón de Benedetto a descubrir cómo Serviclub ha logrado construir una comunidad de clientes leales y mantenerse a la vanguardia en un mercado en constante evolución.Hosted by Alex Saul Show Notes:- 1) Gastón de Benedetto2) Serviclub

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.The Wiser Loyalty Podcast Series is a production of Let’s Talk Loyalty and The Wise Marketer. In each episode, executive faculty members from the Loyalty Academy™, Bill Hanifin, and Aaron Dauphinee,, join you to dig in deep to topics based on courses in the Loyalty Academy’s Certified Loyalty Marketing Professional™ program.This month’s topic is based on Loyalty Academy course #212 Introduction to Sustainability in Loyalty. In this second of a two-part discussion, our industry SME’s will unpack how brands have evolved in their approach to charitable giving related to loyalty programs and where this part of our industry is headed. So, the discussion today is centered on the Sustainability course, but it also relates to Course #108 covering Rewards Strategy, which we covered earlier in the year.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today’s interview is a long overdue episode with Dell Technologies which was last on the show back in the summer of 2020.Dell is of course a world-famous technology brand, with over $88BN of revenue in their most recent financial year.They are ranked in 48th place in the Fortune 500 list and sell to more than 98% of Fortune 500 companies.Mitch Kennedy is the Global Strategy Lead for Loyalty in Dell across their Consumer, Gaming and Retail businesses and he joins us today to share his thoughts on loyalty as it continues to evolve so dramatically!Show notes:1) Mitch Kennedy2) Dell Technologies3) Dell Rewards4) Watch the full video interview for free on www.CapillaryTechnologies.com

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Join Kristy Elsworth, Executive Manager of Ecommerce & Loyalty at Thermomix Australia, as she shares expert tips on building impactful loyalty programs. From Proof of Concept essentials to leveraging AI and strategic partnerships, Kristy offers actionable insights and explores the future of loyalty in this engaging, data-driven conversation.Hosted by Carly Neubauer Show notes:1) Kristy Elsworth2) Thermomix

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.The Wiser Loyalty Podcast Series is a production of Let’s Talk Loyalty and The Wise Marketer. In each episode, executive faculty members from the Loyalty Academy™, Bill Hanifin, and Aaron Dauphinee, join you to dig in deep to topics based on courses in the Loyalty Academy’s Certified Loyalty Marketing Professional™ program.This month’s topic is based on Loyalty Academy course #212 Introduction to Sustainability in Loyalty. In this first of a two-part discussion, our industry SME’s will unpack what creating “sustainable loyalty” really means in the context of loyalty programs and how to build sustainability into your loyalty strategy and approach. Since the market is never static, we’ll build on the course material, challenge a few concepts, and introduce new ideas.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today’s interview features Philippe Lazzarini, the CRM & Loyalty Manager at Autogrill, a food and beverage brand that’s famous throughout Italy, and turns over more than a billion euro there!Globally, Autogrill is actually the world’s leading provider of food & beverage services for people on the move in airports, motorways and train stations, operating primarily concession agreements in 30 countries on 4 continents, and employing over 46,000 people.Philippe shares the evolution of loyalty as a marketing and engagement tool for Autogrill customers, supporting their growth as a much-loved brand throughout Italy, leveraging simple yet powerful mechanics such as digital receipts and gamification, both of which have been even more effective than expected for the MyAutogrill programme.Show Notes:1) Philippe Lazzarini2) Autogrill3) MyAutogrill

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This podcast is a masterclass in how gamification is not child’s play and how the loyalty industry can reap significant rewards (excuse the pun) by taking this strategy seriously. Dr Jacqui Nortje and Glenn Gillis are dedicated professionals who understand this opportunity deeply, with years of hands-on experience, serious brand performance and a phD in gamification between them.Hosted by Amanda Cromhout.Show Notes:1) Dr Jacqui Nortje 2) Glenn Gillis3) Hailr4) Sea Monster

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.It is the end of another month for the Wiser Loyalty podcast series for Let’s Talk Loyalty. In this series loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation.Executive faculty members from the Loyalty Academy™, the CEO of the The Wise Marketer , Bill Hanifin, and his CMO, Aaron Dauphinee continue their technology-focused conversation this week as they cover content from the Loyalty Technologies (course 109) curriculum.In this week’s episode Bill and Aaron switch up the podcast series our SMEs share their thoughts on what the future of loyalty technology may look like in the nearer-term but also with an eye to the horizon. It’s a conversation that is anticipated to be an idea starter for the industry as it's positioned to be one that we continue to explore in future episodes of the podcast given the speed of change and influence of technology in delivering upon a brand’s loyalty promise.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today’s insightful interview features Australia's Leading Online Beauty Retailer – Adore Beauty – and its loyalty programme, Adore Society.Adore Beauty was started as a home grown business way back in April 2000 by Kate Morris, who grew up in rural Australia and was frustrated that the latest beauty products in magazines were only available to those who lived in the big Australian cities.Now, Adore Beauty, the website she created to ensure nationwide access to those products across the country, is a public company listed on the Australian Stock Exchange, stocking over 260 cosmetic brands and over 11,000 beauty products.Our guest is Miranda Bliss, Head of Loyalty and Retention at Adore Beauty, who shares how Adore Society is personalising its programme, as well as leveraging both AI and A/B testing techniques in order to optimise member's experiences as the brand approaches the launch of its physical stores and becomes a multi-channel retailer.Show notes1) Miranda Bliss2) Adore Beauty3) Adore Society4) LTL #273: eCommerce Leader Leverages Loyalty to Drive Commercial Success5) LTL #108: Australian eCommerce Loyalty with Adore Beauty

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 focuses on Benefit Loves… the loyalty programme from Benefit Cosmetics. Members can book treatments, earn Hearts for rewards and discover new products first. With Rachel Mercer, the Loyalty Operations Manager at Benefit Cosmetics for the UK and Ireland. She has worked at Benefit for 2.5 years and worked on launching the programme and is now managing it and the strategy going forwards.Today we will be learning about her favourite loyalty programmes, how Benefit Loves… is building member engagement and all about their plans for the future.Hosted by Charlie Hills Show Notes :1) Rachel Mercer2) Benefit Loves…3) Benefit Cosmetics4) European Loyalty Whitepaper5) Mando-Connect6) YouGov

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Executive faculty members from the Loyalty Academy™, the CEO of the The Wise Marketer Group,Bill Hanifin, and his CMO, Aaron Dauphinee continue their technology-focused conversation this week in the Wiser Loyalty podcast series for Let’s Talk Loyalty.In this series loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation. Additionally, you can expect that each month they cover content from one of the core courses and this month it is around Loyalty Technologies (course 109).In this week’s episode Bill and Aaron outline what it means to take a 360 degree view of the customer and then sketch out a topline blueprint of technology considerations that need to come together to shape a fulsome view on the customers behaviors and interactions with your brand.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today we are meeting perhaps the leading hotel travel subscription programme in the world, from the Accor Group in the Asia Pacific region.Many listeners will be familiar with Accor, the global hotel group that now offers 45 hotel brands and a total of 5,600 properties around the world from smart economy hotels, all the way up to luxury five-star palaces, exquisite residences and full-service resorts.Many loyalty professionals will also know ACCOR’s fee-free loyalty programme called ALL which we have featured previously on the show.Accor Plus is another proposition entirely. It's a fee-based proposition designed to appeal to savvy travellers who prioritise exceptional value and exclusive experiences.Our guest is Renae Trimble, CEO of Accor Plus, who joins us to share the latest updates from this unique paid element of the Accor global proposition as it celebrates its 30th birthday.The program now boasts more than 450,000 members, so we are delighted to share this unique subscription program and hear how they’ve managed to achieve such incredible success, all the way from its humble beginnings to today's incredible proposition as a unique loyalty business in the hospitality category.Show notes:1) Accor Plus2) Renae Trimble3) LTL: #163: Accor's Live Limitless Programme Focuses on Passion and Partnerships4) LTL: #359: Live Limitless with ALL from Accor - Industry Leading Loyalty Insights from Mehdi Hemici5) LTL: #557: Accor Live Limitless: Emotional Connections and Memorable Experiences6) Watch the full video interview for free at www.CapillaryTechnologies.com

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 is in Spanish.En el episodio de Let’s Talk Loyalty en Español tenemos a Eduardo Leonidas quien es Founder y CEO de Stix es el programa de lealtad con un modelo de coalición basado en Brasil que integra a grandes cadenas de retail como Pao de Azúcar, Extra, Droga Raia, Drogasil, Shell, C&A, Sodimac, entre otros. El programa fue fundado en 2020. Anteriormente a Stix, Eduardo fue director de estrategia del grupo Pao de Azucar y previo fue Vicepresidente de desarrollo corporativo en Grupo Casino.Trabajó más de 10 años en JP Morgan. Eduardo es un apasionado de la lealtad y en el episodio de hoy nos comparte su visión de esta, así como los fundamentos para que un programa de coalición sea éxitoso y los principales desafíos de liderar una empresa de lealtad.Hosted by Alex Saul Show Notes:- 1) Stix2) Eduardo Leonidas

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Welcome to the Wiser Loyalty podcast series for Let’s Talk Loyalty where our loyalty industry SMEs provide their weekly perspectives on constructs from theThe Loyalty Academy™curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation. Additionally, you can expect that each month they cover content from one of the core courses and this month it is around Loyalty Technologies (course 109).Executive faculty members from the Loyalty Academy™, the CEO of theThe Wise Marketer Group- Bill Hanifin, and his CMO, Aaron Dauphinee continue their technology-focused conversation from last week’s episode and build up on a previous episode that looked at Artificial Intelligence (AI)’s impact on loyalty marketing communications (episode #583).In this week’s episode Bill and Aaron explore AI from the perspective of this technologies impact on the way that Marketers work is changing and how we anticipate they may begin to work in the future with the Information Technologists teams, Analytics teams, and even within their own Marketing ecosystemShow notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today I am thrilled to be talking with JetBlue, a relatively young New York based airline that began in 2000 with a vision of “bringing humanity back to air travel”.As an airline, JetBlue’s focus is on premium leisure travelers, which of course requires a very different mindset for a loyalty programme than a long haul carrier would need.Joining me today to share how their business strategy guides their loyalty strategy is Edward Pouthier, Director of Loyalty Program and Experience with JetBlue.Ed and I met at the Comarch client conference in Krakow earlier this year, and I loved his focus on simplicity, flexibility and relevance for their entire customer base.JetBlue are committed to being loyal TO their customers in order to cultivate loyalty from them in return.I hope you enjoy learning all about TrueBlue from JetBlue.Show notes:1) Edward Pouthier2) JetBlue3) TrueBlue

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Join Carly Neubauer, Managing Director of Elevate Loyalty and OneTap Group, in this episode of Let's Talk Loyalty as she welcomes Rob Harker, the Head of Customer Loyalty at Bupa Global.With an impressive career spanning various industries, including airlines, hotels, travel, banking, and FMCG, Rob shares his insights into building a true loyalist approach at Bupa. Discover how the innovative "Life Rewards" program is transforming customer loyalty and learn about the key strategies that drive successful loyalty initiatives in a global marketplace. Tune in for an engaging conversation that highlights the importance of loyalty in today's competitive landscape!Show notes:1) Rob Harker2) Bupa Global3) "Life Rewards"

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Executive faculty members from the Loyalty Academy™, the CEO of the The Wise Marketer Group, Bill Hanifin, and his CMO, Aaron Dauphinee join you this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty.Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses.This month our conversation turns to inspiration from our Loyalty Academy course #109, which is focused on Loyalty Technologies. In this week’s episode Bill and Aaron do a high-level on the multitude of advancing and innovative technologies that enable loyalty marketers drive: data insights, customer interactions and experiences with brands, a path towards personalization, channel effectiveness and consistency, and more …Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today we’re featuring a leader from a group that includes five leading omnichannel grocery brands in the United States.Ahold Delhaize USA is a division of global food retailer Ahold Delhaize and includes Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop, which taken together comprise the largest grocery retail group on the East Coast and the fourth largest grocery retail group in the nation,My guest is Megan Chickrell and she is the Senior Manager of Loyalty Strategy for ADUSA.Megan joins me today to share some of incredible learnings from the many years across her career leveraging loyalty across multiple retail brands.Show notes:1) Megan Chickrell2) Ahold Delhaize USA3) Ahold Delhaize4) Watch the full video For Free at www.CapillaryTechnologies.com

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Marc St Pierre tells a compelling story of how his team at Anheuser Busch InBev delivered a global business transformation process to automate B2B sales and to enhance the customer experience for AB InBev's B2B clients. This radically improved the customer experience and created a high customer adoption rate to the tune of $40bn sales through the new platform.Equally of interest is how this process created a B2B loyalty platform which is executed globally but is managed locally to be relevant and impactful. Marc highlights some of the differences between markets such as Argentina and South Africa to highlight such local nuances.Hosted by Amanda Cromhout Show notes:1) Marc St Pierre - Business Strategy Director, Globant2) Anheuser Busch InBev

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group,Bill Hanifin, and his CMO, Aaron Dauphinee join you this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty. Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses.This month we are addressing the topic of Data Analytics in Loyalty Marketing, which is inspired by our Loyalty Academy course #107 Introduction to Loyalty Analytics. In this week’s episode Bill andAaron wrap up the month’s conversations on Analytics by sharing examples of brands utilizing their customer data to drive sound business results, create stickier customer relationships, and provide meaningful moments of interaction through relevant content, offers and/or experiences.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today’s episode comes from India, now the world’s most populous country with 1.4 BILLION people and some incredible loyalty programmes that deserve global attention!We were delighted to be introduced to Metro Brands by our friends in Capillary Technologies, a retail brand and a household name in the Indian market.Metro Brands is one of the largest footwear specialty retailers in India, with more than 850 stores in 195 cities.They manufacture and re-sell both local brands as well as international footwear brands such as Crocs and Footlocker.Our guest is Biswajit Dutta the Head of CRM, Loyalty and Analytics for Metro Brands, and he shares their current loyalty strategy as well as some of the big ideas they are reflecting on for their future growth and evolution.Show notes:1) Metro Brands2) Biswajit Dutta3) Capillary Technologies4) Watch the full video For Free at www.CapillaryTechnologies.com

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 is in Spanish.Leal es la plataforma de gestión de relaciones con el cliente enfocada en ayudar a las empresas a que conozcan mejor a sus clientes a través de estrategias de data, analíticos, mercadeo, el uso de inteligencia artificial y machine learning para que ofrezcan promociones y comunicación personalizada que aporten al incremento de los ingresos.Hosted by Alex Saul Show Notes:1)Camilo Martinez F.2) Leal

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Let’s Talk Loyalty brings you the Wiser Loyalty podcast series with the CEO and CMO of the Wise Marketer Group, Bill Hanifin and Aaron Dauphinee. They are executive faculty members from the Loyalty Academy™ who provide weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation. Our loyalty industry SMEs tackle a topic each month from the content of one of the core courses - Data Analytics in Loyalty Marketing (course #107) is the focus for this month.In this week’s episode Bill and Aaron outline the rationale for being a data-driven organization that incorporates a sound customer data strategy, as well diving as a cursory topline of some analytical approaches and how they can be utilized for business analytics through to customer analytics.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.Today’s episode features the Alshaya Group which is a dynamic family-owned enterprise first established in Kuwait in 1890.Alshaya Group is now one of the world’s leading brand franchise operators with thousands of stores, cafes, restaurants and leisure destinations across MENA,Turkey and Europe, as well as a growing online and digital business, featuring a total of 70 brands including such iconic names as Starbucks, H&M, Debenhams, The Cheesecake Factory and Boots.The loyalty brand that powers this incredible retail network is a digital programme called Aura, which this year won the 2024 International Loyalty Award for Best Loyalty Programme in the retail sector, and joining us today are two of the leaders of that loyalty business.Nida Unas is the Director of Loyalty and Joanna Witsch is the Head of Loyalty Product and Operations for the Alshaya Group and the Aura programme.Please enjoy our conversation.Show notes:1) Nida Unas2) Joanna Witsch3) Alshaya Group4) Aura

Today we’re back chatting with our friends in Mastercard given their recently launched Holiday Spend Forecast Report which is focused on what we can expect for the upcoming Christmas season, based on research from the Mastercard Economics Institute.Joining me today to share insights such as the effects and opportunities presented by the 2024 holiday calendar, as well as the predicted growth rates for consumer shopping is Kyle Clark, Senior Vice President of Merchant Loyalty with Mastercard.Kyle shares a broad picture of the big trends expected to propel spending this season with key takeaways for loyalty managers as you finalise your planned campaigns for both pre and post the 2024 holidays, with some great new ideas that you might consider for this year! This episode is sponsored by Mastercard.Show Notes:1) Kyle Clark2) Mastercard3) US holiday spending outlook 2024: Meet this year’s holiday shopper4) Affordable bling and shopping shifts: Unwrapping 4 holiday trends

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This week's Wiser Loyalty podcast series for Let’s Talk Loyalty sees our executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group, Bill Hanifin, and his CMO, Aaron Dauphinee return. This week our SMEs will examine the origins of zero party data terminology and define it relative to other types of data that can be captured and utilized in your loyalty program.For this podcast series the two provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses. Data Analytics in Loyalty Marketing (course #107) is the focus of their conversation this month.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today’s episode features one of the few brands we’ve had on the show for a third time.BILT Rewards is the first ever loyalty program that rewards people for simply paying their rent and spending locally in their neighbourhood, no matter where they live.BILT Members can earn points and access exclusive benefits on rent payments, and now also at local restaurants, pharmacies, fitness studios and other merchants, and it is ranked the highest-value point currency by top consumer loyalty publications.As a company, BILT Rewards has raised several rounds of funding, valuing the company most recently at $3.25 BN.Our guest, Dave Canty, is SVP and Head of Loyalty for BILT Rewards, someone with truly impressive loyalty credentials in brands including Jetblue and IHG.I hope you enjoy our conversation.Show notes:1) Dave Canty2) BILT Rewards3) LTL #135: Loyalty Industry Innovation - RENT Should Be Rewarding4) LTL #261: Building Bilt Rewards from Strength to Strength5) Watch the full episode for free at CapillaryTechnologies.com