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.Michael Smith, from AI Events is co-Founder of the Loyalty Security Alliance.He talks through the definition of fraud and the difference between traditional fraud and account take overs. He also explains the different stages of fraud: prevention, detection & post fraud recovery for customers. Fascinatingly, we discuss who are the fraudsters from customers o staff, bots and criminal gangs.Hosted by Amanda CromhoutShow notes:1) Michael Smith2) Loyalty Security Alliance.3) The Paypers

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 for Let’s Talk Loyalty leans into the expertise of the Wise Marketer Group team of CEO, Bill Hanifin, and CMO, Aaron Dauphinee. The pair have been providing weekly perspectives on the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation as a podcast series. Each month they select constructs from a specific course in that certification program in which they provide their own perspectives, guidance on what you need to have embedded as truths as a “loyalty marketer”.This month they take on topics form a revised course curriculum on Loyalty Member Communications (course 110). Like with a selection of other core courses, this has also been refreshed with new insights and points of view on communicating with your members of your customer program and related initiatives. In this week’s episode Aaron discusses the differences in brand and loyalty communications and notes some important channels that enable loyal behaviours and what it feels like to be loyal to a brand.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 is a long overdue catch up with the Livelo loyalty program that we last spoke to back in August 2021.Livelo is the largest loyalty program in Brazil with more than forty-five million members, four hundred partners and over a million rewards available!Livelo offers countless possibilities to earn and burn points in both the physical and digital world, with access to products, services, trips, experiences, payments and even cash back via the country’s incredible Pix platform.We are joined again by Daniel Pagano, Chief Marketing and Operations Officer who shares Livelo’s latest propositions and performance and their incredible recent recognition.Livelo is a client of Comarch.Watch for free with our partner Capillary Technologies via Loyalty.TV or subscribe to watch this episode ad-free.Show notes:1) Daniel Pagano2) Livelo3) Pix platform4) Watch this episode for free with our partner Capillary Technologies via Loyalty.TV5) Subscribe to watch this episode ad-free

En este episodio de Let's Talk Loyalty en español, tuvimos como invitado a Juan Pablo de Velasco quien nos habló sobre la estrategia digital de Coca Cola FEMSA llamada Juntos + y cómo a través de ella generan valor a sus clientes.Igualmente nos comentó sobre la estrategia de lealtad para el segmento B2B con Premia Juntos +, un programa de lealtad dirigido a tenderos, el cual busca recompensar las compras de los clientes otorgando puntos por sus transacciones y también utilizando un esquema de misiones, retos y recompensas variables a través de técnicas de gamification.Hosted by Alex Saul Show Notes :1)Juan Pablo de Velasco2) Coca Cola FEMSA

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 another weekly episode with the senior faculty from the Loyalty Academy, Bill Hanifin and Aaron Dauphinee, who are the CEO and CMO of the The Wise Marketer, respectively. This is Wiser Loyalty on Let’s Talk Loyalty where we look at constructs from the Loyalty Academy™ curriculum designed by practitioners for practitioners and leads to individuals earning their Certified Loyalty Marketing Professional™ (CLMP™) designation.This week we put forward a topic that is of long-standing debate on where Member Care should reside within the organization. We re-examined this with the refresh of our “Loyalty Operations” curriculum (course 111) and we will touch on this briefly again in the soon to be refreshed “Loyalty Marketing Communications” course as well (course 110).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 is a truly momentous day for us as you’ll hear in today’s episode.It's "Let's Talk Loyalty's" 5th birthday and we are beyond proud of the brand we have created, the loyalty leaders we’ve interviewed and the impact we’ve had so far in the global loyalty industry.As part of our birthday story, we are making some significant changes to our business model for Loyalty TV specifically, and announcing our biggest partnership to date with Capillary Technologies.Capillary’s technology solutions power loyalty programs for some of the biggest brands in the world with over 300 marquee brands across 30+ countries, including the biggest programmes we’ve heard of – Tata Group with 170 million members and the upcoming launch of a program for Indigo Airlines which carries more than 100 million passengers annually!As you’ll hear in the episode, Capillary will now be bringing these incredible clients to share their stories on Loyalty TV, and those video interviews will be exclusively available free of charge on the CapillaryTech.com website.Please enjoy our conversation with Aneesh Reddy, Founder and CEO of Capillary Technologies as we today announce our biggest-ever partnership and hear the story of their incredible successes in recent years and Capillary’s even more exciting plans for the future.Sponsored by Capillary Technologies.Show notes:1) Aneesh Reddy2) Capillary Technologies3) Watch our latest episodes at www.loyalty.tv

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Dr Nceba Hene has a lot to shout about after an incredibly successful start to Audacious Rewards, the rewards programme for AfricanBank. The story behind Audacious Rewards is fascinating, but what is more significant is its performance to date, after only 18 months.It is delivering a +67% increase in profit for like for like customers due to Audacious Rewards. It is an award-winning brand from this year’s International Loyalty Awards.Hosted by Amanda Cromhout Show notes:1) Dr Nceba Hene2) AfricanBank3) Audacious Rewards

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 Let’s Talk Loyalty’s Wiser Loyalty weekly podcast that shares perspectives on constructs from the the Loyalty Academy™ curriculum, which is available for individuals to earn their Certified Loyalty Marketing Professional™ (CLMP™) designation.Our senior faculty of Bill Hanifin and Aaron Dauphinee, CEO and CMO respectively at the Wise Marketer Group provide their own perspectives and guidance on what you need to have embedded as truths as a “loyalty marketer”.This week continues looking into the refreshed “Loyalty Operations” curriculum (course 111) as the two identify a few key areas of accountability that should be within the role of an Operations teams as they require coordination and consensus from across the organization and, in some instances, across a set of partnerships.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.PAYBACK is an award-winning customer loyalty program which began in Germany almost twenty-five years ago, and now operates in multiple countries worldwide.The business is part of the American Express Group and it also operates as a multi-channel marketing platform.When it comes to coalition loyalty, the PAYBACK programme is undoubtedly one of the best in the world.Joining me today for second time on Let's Talk Loyalty and for the first time on Loyalty TV is Berni Brugger, CEO of the PAYBACK Group.When we last spoke in 2021, I remember being particularly impressed by the incredible 95% points redemption rate that PAYBACK had managed to achieve from its 31 million members in Germany, so I was super excited to hear what’s been happening in the business since then!I hope you enjoy my conversation with Berni Brugger from PAYBACK Group.Show notes:1) Berni Brugger2) PAYBACK Group3) Edeka4) Netto5) Marktkauf6) Watch the full video interview at www.Loyalty.TV

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 the globally loved programme, IKEA Family. It was first launched in Sweden in 1984 and now has over 190 million members worldwide. With Kirsty Chalk, the Marketing and Member Acquisition Leader for rewards for IKEA Family. Kirsty is responsible for creating and executing the external launch campaign for 30 markets - to announce, engage and educate existing and potential IKEA Family members with the newest programme benefit: rewards from IKEA Family.Today we will be learning about Kirsty’s favourite loyalty programmes, how IKEA Family is engaging its millions of members across the globe and all about their plans for the future.Hosted by Charlie Hills Show Notes :- 1) IKEA Family2) Kirsty Chalk3) Charlie Hills

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 Series podcasts for Let’s Talk Loyalty leans into the expertise of the Wise Marketer Group team of CEO, Bill Hanifin, and CMO, Aaron Dauphinee. The pair have been providing weekly perspectives on the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation as a podcast series. Each month they select constructs from a specific course in that certification program in which they provide their own perspectives, guidance on what you need to have embedded as truths as a “loyalty marketer”.This week they dive into the new “Loyalty Operations” curriculum from course 111, which has been refreshed with new insights and points of view on operations management for loyalty program operators. In this week’s episode they discuss the step change and outline a framework for loyalty operations, including the accountabilities for those on this team in your organization.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 guest is a speaker at the upcoming Loyalty and Awards Conference in Bangkok, and I know she is excited to be joining this annual travel loyalty event on stage.Jelena Kezika is the Senior Director of Strategy for the Global Hotel Alliance and we were delighted that she joined us in our studio in Dubai.The Global Hotel Alliance (or GHA for short) brings together a collection of independent hospitality brands, sharing a technology platform to create a multi-brand loyalty programme called GHA DISCOVERY.GHA represents over 40 hotels brands with more than 800 hotels in 100 countries serving 27 million members.Please enjoy our conversation with Jelena Kezika who shares the overall GHA Discovery strategy and insights on this loyalty programme’s unique benefitsShow notes:1) Jelena Kezika2) Global Hotel Alliance3) GHA DISCOVERY4) Watch the full interview episode at www.Loyalty.TV

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 Carly Neubauer chats with Ria Peters from Genesis about her career in loyalty marketing and the innovative PowerShout program. Ria shares why ASB's banking rewards are her favorite and details her transition from global strategy roles to managing PowerShout.Learn how PowerShout offers customers flexible free hours of power and fosters strong emotional connections. Tune in for insights into creating impactful loyalty programs and engaging customers in unique ways.Show Notes :1) Ria Peters2) Genesis 3) PowerShout program

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This is an exciting week of the Wiser Loyalty Series podcasts for Let’s Talk Loyalty! Our industry experts, Bill Hanifin and Aaron Dauphinee, of the Wise Marketer Group have been providing weekly perspectives on the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation for the past 6 months. Each month they select constructs from a specific course in that certification program in which they provide their own perspectives, guidance on what you need to have embedded as truths as a “loyalty marketer”, and they wrap around industry examples to bring that material to life for our listeners.This week they provide a quick top-line view on the courses that have been covered so to-date to stitch together some of the fundamentals of the loyalty discipline that they’ve shared so far. There’s more and more ahead but it’s always good to take a pause and take stock of how far we’ve come together. For those listening since the onset … you’re nearly “half way” there on high level understanding of the content within the CLMP™ curriculum as we’ve covered six of fourteen topic requirements for candidates to attempt the capstone examination and earn their CLMP™ designation.For those that joined us en route, this episode will be helpful in guiding you back to already published episodes that you may want to “listen” into.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 guest is here in studio with us in Dubai, which is a rare treat with so many global loyalty leaders based in other markets around the world.Begum Kaya is the Global Head of CRM & Loyalty / Pizza Hut for Yum! Brands, Inc, a company headquartered Kentucky, that operates a network of over 55,000 restaurants in more than 155 countries worldwide through its subsidiaries and franchisees.Yum Brands concepts include KFC, Taco Bell, Pizza Hut and the Habit Burger Grill – all famous brands, many of which are global leaders in their respective categories.Today, Begum shares her insights on loyalty with a particular focus on Pizza Hut, applying her many years of digital expertise to take that proposition and continually evolve it!I hope you enjoy the conversation.Show notes:1) Begum Kaya2) Yum! Brands3) Pizza Hut4) Watch the full video interview at www.Loyalty.TV

En el episodio de Let's Talk Loaytly en Español, tenemos de invitado a Camilo Jiménez, quien hasta hace unos días fue líder de lealtad regional para Mercado Libre y Mercado Pago.Camilo nos contó sobre la estrategía de beneficios que esta marca, referente en la región y a nivel mundial, tiene para sus millones de usuarios. Conversamos sobre la evolución del programa que estaba basado en puntos y niveles a un modelo de suscripción y cuales han sido los resultados a la fecha. También abordamos el tema de métricas de gestión y desempeño del programa, alianzas con marcas terceras como Disney+, Star+, Deezer, entre otras y sobre algunas novedades que vienen en camino.Show notes:1)Camilo Jiménez2)Mercado Libre3)Alejandro Gonzalez Saul

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 series podcast with our hosts, Bill Hanifin and Aaron Dauphinee, looks at the good, bad and the ugly of select CVPs in the market place. These two partners of the Wise Marketer Group take on a new topic each month by tapping into one of the courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum. They then provide their own perspectives and current market examples to bring that material to life for listeners.The month of July has been all about CVP and exploring certain constructs from the Loyalty Academy™ course on “How to Create a Winning Value Proposition” (#106). This week’s episode capstones the months thoughts with a few specific market examples for who’s aligned their loyalty program CVP to their brand’s promise well, and a bit of a slight critique on those that could do better.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.Etihad Airways is the national airline of the UAE, operating more than 1,000 flights a week to over 120 destinations worldwide, with a fleet of 85 Airbus and Boeing aircraft.Etihad Guest is the loyalty programme of Etihad Airways, and it has just announced the arrival of its 10 millionth member, a milestone that coincides with a new era for the programme, which was originally launched back in 2006.Joining us today to share how the 10 millionth member is being recognised and what the new era of loyalty offers Etihad Guest members is Mark Potter, the Managing Director of Etihad Guest.I hope you enjoy our conversation.Show notes:1) Mark Potter2) Etihad Airways3) Etihad Guest4) Watch the full video interview at www.Loyalty.TV

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Today I’m super excited to introduce you to the “2024 International Leaders in Loyalty Summit” which is taking place in South Africa this September.Many of you know that I often talk about South Africa as one of the world’s most sophisticated loyalty markets, as the breadth and depth of the programmes there are so much further advanced than most of us realise.I’m thrilled to be personally travelling to this conference this year and you won’t be surprised to hear that it’s our friend and guest host Amanda Cromhout who created and is running this conference, as well as the South African Loyalty Awards, and the winners of those will be announced at the same event.Amanda joins me today to explain the incredible line up of international speakers – and why Cape Town is such an appealing destination for any international loyalty brand looking to learn from this incredible market.Show notes:1) Amanda Cromhout2) “2024 International Leaders in Loyalty Summit”

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Our hosts, Bill Hanifin and Aaron Dauphinee, return this week with the Wiser Loyalty series podcast for Let's Talk Loyalty. These two partners of the Wise Marketer Group take on a new topic each month by tapping into one of the courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum. They then provide their own perspectives and current market examples to bring that material to life for listeners.For the month of July, they are exploring the Loyalty Academy™ course on “How to Create a Winning Value Proposition” (#106). This week’s the two subject matter experts talk about the role of customer experience (CX) and it's importance within a brand's customer value proposition (CVP). The two discuss how CX interactions align with the benefits and actions that stem from operating a loyalty program, including providing real life examples that reinforce their perspectives.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.This year, Let's Talk Loyalty is travelling to the Australian Loyalty Association's Annual Conference.One of the presentations we are looking forward to is the *2024 Loyalty Insights Report* which the Australian Loyalty Association has recently launched in partnership with the Power Retail, which positions itself as Australia’s premier news and content hub for online retail professionals.This is the Australian Loyalty Association's second Loyalty Insights Report and this version focuses exclusively on the retail sector, aiming to help retailers understand their customer’s needs, wants, and offer a guide for improving their loyalty program experience.It offers an impartial insight on consumer perspectives on retail loyalty programs within the Australian market and is billed as the largest and most comprehensive report of its kind in Australia.Our guest sharing some of the key insights from the report is Sarah Richardson, CEO of the Australian Loyalty Association.Show notes:1) Sarah Richardson2) Australian Loyalty Association3) Power Retail4) 2024 Loyalty Insights Report5) Watch the full interview episode at www.Loyalty.TV

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Mateboho Malope holds a strategic group-wide portfolio to reflect the strategy that Vodacom is embarking upon. Vodacom is a 30 year old telco giant transformed into a fintec platform with over 500m customers on its addressable base.Vodacom launched Vodabucks almost 4 years ago in South Africa and is now scaling it across the African continent, with a recent programme launch in Tanzania.Its impressive fintec platform mpesa sees a $340bn p.a. processed across 51 million customers. Mateboho’s biggest learnings address the cultural differences in countries across Africa and in conclusion Mateboho see the Vodabucks strategy as a way to amplify value for consumers and drive incrementality for the Vodacom enterprise.Hosted by Amanda CromhoutShow notes:1) Mateboho Malope2) Vodacom3) Vodabucks4) #63: Vodacom South Africa Launches Vodabucks

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Our hosts, Bill Hanifin and Aaron Dauphinee, are back again this week with the Wiser Loyalty series podcast. These two partners of the Wise Marketer Group take on a new topic each month by tapping into one of the courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum. They then provide their own perspectives and current market examples to bring that material to life for listeners.For the month of July, they are exploring the Loyalty Academy™ course on “How to Create a Winning Value Proposition” (#106). This week’s episode looks at now popularized shift in mindset by leading loyalty brand marketers to utilizing alternative currencies to points and/or discounts and cash rewards. It’s recognized that there are other forms of rewards and recognition that serve on par with or are even more influential in changing member behaviors and fulfilling upon relevant experiences.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 guest is another industry leader who joined us in our studio in Dubai.Rob Singleton is Director of Loyalty Programmes for IHG Hotels and Resorts, for India, the Middle East and Africa Region.IHG Hotels & Resorts is a global hospitality company with a family of 19 hotel brands, including over 6,300 operating hotels in more than 100 countries. Approximately 345,000 people work across IHG's hotels and corporate offices globally.IHG One Rewards was the first hotel loyalty program ever launched, and remains one of the world's largest hotel loyalty programmes today.I hope you enjoy this conversation with Rob Singleton all about IHG One Rewards.Show notes:1) Rob Singleton2) IHG Hotels & Resorts3) IHG One Rewards4) Watch the full video interview at www.Loyalty.TV

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 the Club Eurostar Loyalty Programme. With Sophia Laban, the Loyalty Manager for the programme. She is responsible for managing the future strategy of the Club Eurostar programme and has previously worked for IAG Loyalty and Sky VIP and brings a wealth of loyalty experience to the podcast.Today we will be learning about her favourite loyalty programmes, how Club Eurostar is building member engagement and all about their plans for the future.Hosted by Charlie Hills.Show notes:1) Club Eurostar Loyalty Programme2) Sophia Laban3) Mando Connect 4) YouGov5) European Loyalty Whitepaper

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 another week of the Wiser Loyalty series podcast, which is hosted by Aaron Dauphhinee, CMO of the Wise Marketer Group, and the CEO, Bill Hanifin. These leading loyalty marketers unveil constructs form the Loyalty Academy™ curriculum which leads to candidates achieving their Certified Loyalty Marketing Professional™ (CLMP™) designation.In this episode, they explore constructs for “How to Create a Winning Value Proposition” (course #106) and building upon last week's discussion on the importance of knowing your customer – in the sense of understanding the macro cultural trends that impact customer outlook, including considerations you need to take into account even before you get to data segmentation.This week explores the basic elements of creating a solid CVP at a top level. Noted are the “must haves” to creating an offer set that will engage customers and keep them interested over the long term in the opinion of these tenured loyalty experts. 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.The idea of “emotional loyalty” has been raised many times on our show, but never before in such breadth and depth as in today’s conversation.It’s a really big idea and one that brand marketers and loyalty marketers know is critically important but often struggle to achieve.My guest today is hugely passionate about the topic and she wrote an article about it (in French) for herself and her clients back in 2023.It was SO well received, that it was firstly translated in to English, then it became an ebook featuring some incredible statistics and insights and now, we’re here to share it on Loyalty TV.Jessica Lavigne is a CRM and Customer Loyalty Professional for Comarch, based in France, so I hope you enjoy listening to our conversation, all about the importance and some suggested ideas to create true “emotional loyalty” for your brand.Sponsored by Comarch.Show notes:1) Jessica Lavigne2) Comarch3) Gallup Research: Become your customers' most trusted partner4) Emoloyalty ebook5) Beyond Transactions: Emotional Loyalty and Sustainable Brand Relationships6) LTL: #323: Ikea Family - Beloved Retailer Shares Its Latest Loyalty Innovations7) Watch the full interview episode at www.Loyalty.TV

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, Carly Neubauer, Co-Founder and Director of Elevate Loyalty, sits down with Chris Mills, Vice President of Loyalty & Partnerships for Accor across Middle East, Africa & Asia Pacific.With over a decade of experience in loyalty and digital marketing, Chris shares insights from his journey leading the transformation of Accor’s award-winning loyalty program, Accor Live Limitless (ALL).Discover how ALL, spanning over 40 hotel brands, prioritizes emotional connections to deliver personalized travel experiences that resonate deeply with members.Join us as we explore the importance of emotional engagement in loyalty programs and its impact on member satisfaction and brand advocacy.Show Notes :1) Chris Mills2) Accor3) Accor Live Limitless (ALL)

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 series podcast is hosted by Aaron Dauphinee and Bill Hanifin from the Wise Marketer Group. They tap into courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum and bring that material to life with current market examples.In this episode, our hosts bring fresh content from The Loyalty Academy™ on “How to Create a Winning Value Proposition” (course #105). The “CVP” as we refer to it is the centerpiece of loyalty program strategy and an important piece of the broader customer strategy for your organization. Hear about what you need to consider when you strike out to create a value proposition that will gain the attention of customers and help you develop the valuable relationships you seek.The community of professionals who have earned their CLMP™ from the Loyalty Academy™ is nearing 1,000 individuals across 53 countries worldwide. If you would like more information on how to become part of the community leading this industry into the future, please visit LoyaltyAcademy.org.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.Most marketers today are facing a perfect storm and increasing pressures - whether it's consumer's concerns about the cost of living or fundamental lifestyle shifts post pandemic, or brands focused on achieving more but with fewer resources.Today's episode is a masterclass in tools, tips and techniques for loyalty marketers in 2024, as we're joined by Michele Fitzpatrick from Marigold.With more than thirty years experience as an advocate for putting the humanity back in to marketing, consumer, Michele shares her wisdom and expertise and "top ten tips to improve your customer loyalty" and do more with less.There's never been a better time to reflect on your program, your value proposition and and your performance, and today's episode includes the essential strategies to keep in mind in order to achieve mutually rewarding outcomes for you as brands and for your consumers.Listen (or watch) for Michele's top tips and details of how you can request her slides for advice on how to support your program's growth.Sponsored by Marigold.Show notes:1) Michele Fitzpatrick2) Marigold3) Watch the full interview episode at www.Loyalty.TV

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 este episodio conocimos de parte de Mariana Botero, CEO de Puntos Colombia, lo que ha pasado en la plataforma de lealtad más relevante de la región y modelo a seguir de una coalición exitosa, como ha sido su evolución después de 6 años de haberse lanzado en el mercado de Colombia. Hoy la plataforma tiene más de 7.3M de usuarios que reciben beneficios en su día a día de parte de 3,700 aliados que conforman el ecosistema.Mariana nos habló de la visión del CEO en cómo gestionar a una empresa dedicada a la lealtad, de cómo se balancea el programa entre los diferentes aliados y se mantiene el equilibrio entre los socios, de métricas de gestión que se incluyen en el balance scorecard y del activo más valioso que tiene la marca: el equipo. Nos habló de la cultura organizacional que es pilar fundamental del éxito de Puntos Colombia.Hoy, aprenderemos de cómo si existen modelos de coalición exitosos y relevantes que permanecen en el tiempo con crecimientos año con año dando valor a los usuarios y a los aliados.Show notes:1) Mariana Botero2) Puntos Colombia3) Alejandro Gonzalez Saul

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Each month in the Wiser Loyalty series, Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide. This month, they are talking about financial planning for loyalty programs and the material is based on the Loyalty Academy™ course: Loyalty Financial Modeling (#105).Throughout the month, we’ve covered the ecosystem of considerations needed to create a solid financial plan for your customer loyalty initiative. To wrap up the conversations, we share a few examples from work with clients that tie together the concepts shared, illustrate key planning steps, and reemphasize the need to work cross-functionally to have the best chance of creating a sustainable program structure.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.This episode is very different to our usual episodes as it was recorded quite spontaneously at a recent event.The Comarch User Group is an annual meeting of Comarch’s clients who come together in the city of Krakow in Poland to learn, network, and be inspired.We were lucky enough to be invited again this year, and like most of the audience it was our first opportunity to meet Dr Anna Pruska, who was appointed CEO of Comarch earlier this year.Dr Pruska is a Doctor of Humanities in the field of International Relations and completed her Master's studies in Finance and Banking at the Warsaw School of Economics, and she started working for Comarch two decades ago,Most of you know Comarch as a global IT solution that powers some of our favourite loyalty programmes in the world, so to have the chance to meet their new CEO – a leading woman in the global technology industry was incredibly exciting.We took the opportunity to ask if we could do a short interview to allow you as our audience to also meet her and she agreed.We were also joined by Piotr Kozlowski who most of you will know as the Vice President of Consulting for Loyalty Solutions at Comarch.Listen to enjoy our impromptu interview and we hope it’s the first of many we do together with the Senior Leadership team in Comarch.Sponsored by Comarch.Show notes:1) Comarch2) Dr Anna Pruska, CEO of Comarch3) Piotr Kozlowski, Vice President of Consulting for Loyalty Solutions at Comarch4) Watch the full interview at www.Loyalty.TV

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Daniel McCarthy is Assistant Professor at Emory University Goizieta School of Business. In this interview, Dan unpacks several deep layers of understanding around measuring retention and customer lifetime value.He highlights a concern that businesses state improved performance against reduced churn rates. It is not that simple. He dives into differences of retention and churn measurement across subscription and non-subscription, across different industries and even the impact of a free trial in a subscription business.If you are in the industry of loyalty, you need to listen to Dan McCarthy’s view on measuring churn, retention and customer lifetime value.Hosted by Amanda Cromhout Show notes:1) Daniel McCarthy2) Emory University Goizieta School of Business3) #64: Customer-Based Corporate Valuation - Daniel McCarthy of Emory University4) #338: Covid’s Aftermath, Customer Health, and Customer-Based Forecasting with Daniel McCarthy of Emory University

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Each month in the Wiser Loyalty series, Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide. This month, they are talking about financial planning for loyalty programs and the material is based on the Loyalty Academy™ course: Loyalty Financial Modeling (#105).Ensuring that your investment in planning and modeling is rewarded by a program that stands the test of time is the focus this week. To help you achieve what they call Sustainable Loyalty, Aaron and Bill look into the important “sanity check” questions you should ask to test your work and make recommendations on how to create a measurement dashboard with the right metrics to keep the CFO at ease.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 sponsored by Phaedon.Download their 2026 research paper on Humanizing Loyalty here now.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 fascinating conversation with WestJet, Canada’s second biggest airline, as they embark on a significant transformation journey.WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Today, they operate to more than 100 destinations worldwide, with a team of over 14,000 people and nearly 200 aircraft.Leading the loyalty evolution is Steve McClelland, Vice President of Loyalty Commercial & Business Development, and we are delighted to have him join us to share his early thoughts on how he plans to grow WestJet Rewards.With thanks to the Loyalty and Awards conference team for this introduction.Show notes:1) WestJet2) WestJet Rewards3) Steve McClelland4) Watch the full interview episode at www.Loyalty.TV.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 is sponsored by Phaedon.Download their 2026 research paper on Humanizing Loyalty here now.This episode focuses on the newly relaunched Carter’s Rewards - the loyalty programme of a $3Bn children’s apparel retail business. The successful relaunch lowered customer thresholds, added tiers, and accelerated its personalization strategy.With Kevin Severs, the Director of Retention for Carter’s. Kevin is a seasoned Director with 18 years of marketing experience spanning retail, CPG, automotive, and consulting. Previously, he was a Director of E-commerce at Hertz and spent nearly a decade CPG consulting with General Mills and working in brand management at Procter & Gamble.Today we will be learning about Kevin’s favourite loyalty programmes, how Carter’s Rewards is building real customer engagement and all about their plans for the future.Show notes:1) Kevin Severs2) Carter’s Rewards3) Carters Inc.

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Last week we kicked off a month-long discussion of Loyalty Financial Modeling with Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee. Drawing from material in Course #105 – Introduction to Loyalty Finance, Aaron and Bill are walking you through the essentials that you need to know to break through the “black box” of loyalty finance.This week, Bill goes solo and takes a close look at the assumptions that matter most for your financial model and how to create an assumption set that will pass the credibility test with your CFO and win the budget you seek. He shares the “check digit” questions that you must ask to make sure your model will pass the toughest tests with your stakeholders.Each month in the Wiser Loyalty series, Bill and Aaron draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide.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.Mastercard recently hosted its latest Excellence in Customer Engagement Summit in Dubai, and Loyalty TV was delighted to attend.Against the backdrop of market uncertainties and a rapidly evolving consumer landscape, this Summit brought together industry experts and thought leaders to discuss perspectives and share success stories on how organizations can win over the consumers of today and tomorrow.As our first "Loyalty TV Live" event, Paula Thomas hosted a panel entitled "Influencing and Winning Loyalty in an Age of Choice" featuring Jill Moser, SVP, Global Loyalty, Offers at Mastercard, as well as Murat Ungun, Chief Executive Officer at Kudu Company for Food and Catering, for an engaging session on loyalty.Topics include:Rethinking customer loyalty and loyalty programs in 2024Transforming customer loyalty with emerging technologyBalancing act between digital innovation and customer trustThis event was co-created by the Loyalty TV team together with Mastercard. For more information about the product or services discussed please contact the Mastercard team at mastercardservices.comShow notes:1) Mastercard2) Jill Moser3) Kudu Company for Food and Catering4) Murat Ungun5) mastercardservices.com6) Influencing and winning loyalty in an age of choice - Slide Deck7) Watch the full interview episode at www.Loyalty.TV

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 insightful episode, we delve into the true essence of customer loyalty with Mark Proctor who is the Head of Loyalty & Retention at BIG4, Holiday Parks of Australia.Mark Proctor challenges the conventional metrics often used to gauge loyalty, advocating instead for a focus on emotional connection and customer convenience. Through personal anecdotes and industry examples, Mark Proctor discusses the journey of creating successful loyalty programs, the importance of embracing failure for innovation, and the need to simplify customer interactions in an increasingly complex digital world.Join us as we explore how loyalty is not just a program but a holistic, organization-wide commitment to enhancing customer experience and trust.Hosted by Carly Neubauer Show notes:1) Mark Proctor2) BIG4, Holiday Parks

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.The Loyalty Academy™ senior faculty members, Bill Hanifin and Aaron Dauphinee, are your hosts for this week’s "Wiser Loyalty" podcast episode.We’re kicking off a new month with fresh content from The Loyalty Academy™ curriculum that provides an Introduction to Loyalty Financial Modeling (course #105). This week Aaron and Bill look into some starting point considerations for brands and program operators to think through in order to be on sound financial footing. This is the starting point for a conversation on loyalty economics that will take place throughout the month of June.In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide.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.The Langham Hospitality Group recently launched its “Brilliant by Langham” loyalty programme after a comprehensive two year project, led by Susan Nisbet, their VP of Loyalty.Langham Hospitality Group is the wholly-owned subsidiary of Great Eagle Holdings, which operates a family of distinctive hotels under various brands across Asia, Europe, North America and the Middle East.In today’s conversation, Susan shares her career specializing in loyalty in the hospitality sector, and some of the incredible learnings launching a new hotel loyalty program in such a mature and competitive sector, along with the unique challenges to create a compelling concept that works for a range of diverse global cultures.Listen to enjoy my conversation with Susan Nisbet from The Langham Hospitality Group.Show notes:1) Susan Nisbet2) The Langham Hospitality Group3) Brilliant by Langham4) Watch the full interview at www.Loytalty.TV

Today’s episode of Let's Talk Loyalty is created in partnership with our friends in Mastercard.Our guest today is Kate Mescal-Pevzner, Senior Vice President of Global Cardholder Services for Mastercard, who joins us to share her insights on key trends in the global loyalty industry, as well as some incredibly exciting statistics from Mastercard on how people’s travel habits are changing.While you won’t be surprised to hear that people are traveling more and more for unique experiences, it was fascinating to hear some of the reasons that people are choosing to fly – whether it’s to attend the concert of a superstar like Taylor Swift or something more unexpected like the recent solar eclipse in the United States!With a truly global perspective on consumer insights, both from the data from their payments card business, as well as their flagship travel report from the Mastercard Economics Institute, I have no doubt you’ll enjoy listening and learning from Kate Mescal-Pezvner from Mastercard.Sponsored by Mastercard.Show notes:1) Kate Mescal-Pevzner2) Mastercard

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.The Loyalty Academy™ senior faculty members, Bill Hanifin and Aaron Dauphinee, are back from CRMC 2024 to bring you this week’s "Wiser Loyalty" podcast episode. This is the last week of this month’s topic series which is drawing constructs from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108). This week the share their perspectives on the importance of creating seamless, brand aligned, and remarkable redemption experiences for members or experiences that are the reward themselves.In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide. Show Notes:1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠3) ⁠⁠⁠⁠⁠⁠⁠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 features a return guest, Steve Allmen, EVP of Strategy and Partnerships with the Canadian Automobile Association.Steve joins us on Loyalty TV to explain how global "roadside assistance" organisations around the world are evolving in 2024.He also shares how the "Canadian Automobile Association" obsesses about creating value for its members, whether they are drivers or not!While many of us as loyalty professionals rely on "earn and burn" loyalty models to drive engagement, their "membership mindset" creates new opportunities for growth that are fascinating for us all!Listen to enjoy my conversation with Steve Allmen.Show notes:1) Steve Allmen2) Canadian Automobile Association3) LTL #306: Canada's Changing Loyalty Market & Canadian Automobile Association Insights4) Watch the full interview at www.Loyalty.TV

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.David Slavick is Co-Founder and Partner at Ascendant Loyalty Marketing. His interview unpacks a vast array of loyalty discussion points, which flow easily due to David’s extensive experience both brand side and consultancy/agency side. We enjoy the deep dive into partnerships, programme commercials and programme manager pain points.Hosted by Amanda CromhoutShow Notes:1) ⁠⁠⁠⁠⁠⁠⁠David Slavick2) ⁠⁠⁠⁠⁠⁠⁠ Ascendant Loyalty Marketing

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 episode has senior faculty members of the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee back together again. This is week two of May that explores constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108).In this episode, Bill and Aaron build upon last week’s episode that looked at the importance of attainable rewards but with a tint towards aspirational and experiential redemptions. This week they swing the pendulum to the other end of the redemption spectrum to look at loyalty programs that utilize micro-redemptions and why.In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing 1,000 individuals across 53 countries worldwide.Show Notes:1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠3) ⁠⁠⁠⁠⁠⁠⁠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 brings another exciting opportunity to discuss airline loyalty and share the story of the launch of Kris+, the lifestyle rewards app of Singapore Airlines from KrisFlyer, the rewards programme of Singapore Airlines Group.Australia is the largest market for Singapore Airlines outside of its home base, and we were thrilled with the opportunity to hear about their achievements in such a mature loyalty market.Our guest is Udhara de Silva, Head Loyalty Marketing (Australia) at Singapore Airlines who brings an incredibly interesting global perspective to this role.Listen to enjoy this conversation with Udhara de Silva, from Singapore Airlinesin Australia.Show notes:1) Udhara de Silva2) Kris+3) Kris Flyer program4) Singapore Airlines5) Watch the full interview at www.Loyalty.TV

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 VOXI Drop – Vodafone UK’s multi-award winning Gen-Z targeted surprise and delight loyalty programme.With Matt Eldridge and Jonny Greenslade-Cross, the VOXI Proposition and VOXI Drop Proposition Leads. They are both telco loyalty specialists – Matt has delivered a number of successful loyalty initiatives over the years. In 2012 he launched “Additions” - Carphone Warehouses’ innovative loyalty program, he then led EE’s loyalty strategy for a number of years before moving to VOXI in 2022. Jonny has worked across Vodafone and VOXI since 2021, in numerous digital and loyalty roles.Today we will be learning about their favourite loyalty programmes, how VOXI Drop is building real customer engagement with its Gen Z audience and all about their plans for the future.Hosted by Charlie HillsShow Notes:1)Jonny Greenslade-Cross 2) Matthew Eldridge3) ⁠⁠⁠⁠⁠VOXI Drop 4) 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.This week’s "Wiser Loyalty" podcast episode has senior faculty members of the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee back together again. This is week two of May that explores constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108).In this episode, Bill and Aaron focus in on the importance of attainable rewards, both from the strategy and redemption experience perspective. The two offer a set of real world examples to help reinforce some of the successes and poorer decisions select brands have made when it comes to rewarding the program members.In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide.Show Notes:1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠3) ⁠⁠⁠⁠⁠⁠⁠The Wise Marketer