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.In this episode we are delighted to interview Rich Long. Based in Chicago, Rich has significant cross sector loyalty experience working for global brands including PepsiCo and McDonald’s, and U.S. brands like Allstate and US Cellular, together with supporting a wide range of other brands that span many industries while serving as a consultant.Today we will be learning about his favourite loyalty programmes, highlights and key learnings from the programmes he has worked on and what he sees as the most interesting trends in loyalty.Hosted by Charlie Hills.Show Notes:-1) Rich Long2) PepsiCo 3) McDonald’s**********************************************************************************This episode is sponsored by Phaedon.Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

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. The conversations are inspired by our Loyalty Academy course #107 Introduction to Loyalty Analytics.In this week’s episode Bill and Aaron cover the wide range of data sources and compare thoughts on whether brands are collecting the right data, too much data and if in the end having a 360-degree view of the customer is exactly where they want to be.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.KFC Corporation, based in Kentucky USA has a proud heritage of over 60 years of success and innovation.In fact, KFC is now the world's most popular chicken restaurant chain and a division of Yum! Brands, the world’s largest restaurant company.Given the competitive fast food market they operate in, and building on their culture of innovation, KFC has just announced the launch of a brand new digital loyalty program for US diners, in partnership with our friends in Marigold.Given its iconic brand status and role in popular culture, their digital transformation and loyalty strategy are leveraging the power of gaming, fun and fandoms to drive key commercial objectives that are brilliant for diners and brilliant for business.Joining this episode of Loyalty TV is Roger Williams, Head of Loyalty Center Of Excellence at Marigold, and Paul Tuscano, Chief Digital Officer for KFC USA who shares the brand-new strategy that has already resulted in over three and a half million members joining this exciting new loyalty program in 2024 alone.Please enjoy our conversation with KFC USA in partnership with Marigold.Show notes:1) Paul Tuscano2) KFC USA3) KFC rewards4) Roger Williams5) Marigold

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 talking about AI – not the technical (i.e complicated) side of the technology of course, but the practical business side that we all know is increasingly important to understand.This episode is for anyone who is excited about the potential of the technology but might not be sure where to start.Maria Wróblewska is Comarch's AI Product Owner, which she comes to with already many years as their product owner for their loyalty platform.Maria’s message is that using AI is easy and she joins us today to explain the main use cases and hopefully eliminate anything that has been holding you back from starting to use AI in your loyalty program.Please enjoy our conversation with Maria Wroblewska, AI Product Owner at Comarch.This episode is sponsored by Comarch.Show notes:1) Maria Wróblewska2) Comarch3) ebook: How AI Personalization Drives Customer Loyalty

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group,Bill Hanifin, and his CMO, Aaron Dauphinee are back again 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.In this week’s episode Bill and Aaron take a different twist on things by exploring some terminology and understanding around some basic constructs. There are five episodes this month where the duo explores topics from the Loyalty Analytics curriculum (course 107) so they thought they’d take a bit of a time out to mull on some recent in market experiences that impact loyalty marketers.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 episode explores some of the key concepts that underpin how we as human beings behave with brands, through the academic insights and wisdom of Alex Brown, whose work I have followed on LinkedIn for the last few years.With an incredible career teaching digital marketing and digital strategy in top tier schools including London Business School and Wharton University, I was thrilled when Alex started binge-listening to "Let's Talk Loyalty" a couple of years ago as part of his preparations to teach his students about the power of emotional loyalty and I know he still recommends us to his students!Alex is fascinating to follow given his career focus and pioneering the use of social media throughout his teaching and industry work, and he joins me today to talk about loyalty through the lens of Taylor Swift and Trust.Listen and learn and please do enjoy our conversation.Show notes:1) Alex Brown2) London Business School3) Hierarchy of Trust: A Framework4) #40: Loyalty Lessons From Wharton School's Professor of Marketing, Peter Fader

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 Fred Dumoulin, Strategic Advisor to the Collinson Group, focused on driving the loyalty market in France in partnership with Salesforce.Fred and his colleagues recently completed some comprehensive research with loyalty programme managers in France and he joins us today to share some of those insights and how they compare to members of programmes in international markets.We also discuss the Loyalty Maturity Assessment tool which is a free online tool available for anyone listening who wants to get some confidential insights on how your programme compares to others.Listen to enjoy our conversation with Fred Dumoulin, courtesy of the Collinson Group.The episode is sponsored by Collinson Group.Show notes:1) Fred Dumoulin2) Collinson Group3) Mckinsey Article: Coping with the big switch: How paid loyalty programs can help bring consumers back to your brand4) Collinson Loyalty Maturity Assessment

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 are back again 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.In this week’s episode Bill and Aaron share some thoughts on channel preferences and frequency of contact to help loyalty marketers think about how they might cut through to some members, not necessarily all, in an increasingly loud landscape. This is the last of four episodes this month where the duo explored topics from the Loyalty Member Communications (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.This episode features unique insights – hot off the press - from last week’s release of the 2024 Travel Benefits and Customer Engagement Research Report for APAC commissioned by our friends at Collinson International.Surveying 7,250 cross-generational consumers across fourteen Asia Pacific markets, this report is designed to help brands, particularly in the financial services sector, to gain a deeper understanding on the power and influence of travel and how it presents new opportunities for brands to build strong relationships with their most valued customers, differentiate from competition and deliver measurable business impact. Joining me in this episode is Rohan Bhalla, APAC Vice President for Business Solutions at Collinson International. He shares further insights from the report on the spending patterns of travellers in Asia Pacific; their expectations towards travel benefits; and how effectively these benefits influence credit card choice and usage today. Listen to enjoy my conversation with Rohan Bhalla from Collinson International.This episode is sponsored by Collinson International.Show Notes:-1) Rohan Bhalla2) Collinson International’s 2024 APAC Travel Benefits and Customer Engagement Report3)Collinson International’s The Value of Sports and Music Tourism Report4)About Collinson

This episode of Let's Talk Loyalty is in Spanish.Club Cinepolis es el programa de lealtad de Cinepolis, la cadena líder de cines en México y la 4ª cadena más grande del mundo. Con 21 años de existencia, el programa de lealtad se está transformando para entregar una mejor propuesta de valor a los usuarios.Hosted by Alex SaulShow Notes1)Club Cinepolis2)Carlos A. Carreño

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Our loyalty SMEs and executive faculty members of the Loyalty Academy™, Wise Marketer Group CEO, Bill Hanifin, and CMO, Aaron Dauphineebring to you the Wiser Loyalty podcast series for Let’s Talk Loyalty. As always, Bill and Aaron provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and this month they are covering content from one of the core courses: Loyalty Member Communications (course 110).Like with a selection of other core courses, it has 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 our experts discuss four key advantages in communicating with customers that have become members of the brand’s loyalty program.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 LEGO Group is the company behind the world’s beloved LEGO® bricks, the world famous toy brand that has been sparking imaginations and inspiring the builders of tomorrow since 1932.The company remains proudly family-owned and is headquartered in Denmark with regional hubs as well as multiple manufacturing facilities around the world, creating play-based experiences that are sold in over 130 countries.Joining us today to share the story of Lego’s loyalty strategy is Aaron Mitchell, Lego’s Global Vice President of Membership & Personalisation, who explains how Lego is increasing its focus on membership and community in order to connect with customers (new and old) and inspire them.Watch for free with our partner Capillary Technologies via Loyalty.TV or subscribe to watch this episode ad-free.Show notes:1) Aaron Mitchell2) LEGO Group3) LEGO Insiders4) Watch the full video interview for free 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, introduces Eden Caceda, Retention & Loyalty Manager at HCF Australia. With a deep passion for loyalty, partnerships, and member engagement, Eden is responsible for driving HCF’s ‘Thank You’ program and bringing it to life for members across the country.As HCF prepares for an exciting evolution of the program, Eden shares valuable insights into revolutionizing healthcare loyalty. He discusses breaking down friction points, collaborating with internal stakeholders, and re-engaging members who have not utilized the program for years. Tune in to hear Eden's expertise and experience in transforming member engagement and loyalty within the healthcare sector.Show notes:1) Eden Caceda2) HCF Australia

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 MarketerGroup, Bill Hanifin, and his CMO, Aaron Dauphinee are back again 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 the duo is looking into topics from the Loyalty Member Communications (course 110). Like with a selection of other core courses, it has 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 Bill and Aaron discuss the topic of Artificial Intelligence’s (AI) rising integration into loyalty program member communications with three uses cases: search, segmentation, and service and support.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

The LEGO Group is the company behind the world’s beloved LEGO® bricks, the world famous toy brand that has been sparking imaginations and inspiring the builders of tomorrow since 1932.The company remains proudly family-owned and is headquartered in Denmark with regional hubs as well as multiple manufacturing facilities around the world, creating play-based experiences that are sold in over 130 countries.Joining Loyalty TV today to share the story of Lego’s loyalty strategy is Aaron Mitchell, Lego’s Global Vice President of Membership & Personalisation, who explains how Lego is increasing its focus on membership and community in order to connect with customers (new and old) and inspire them.https://www.theguardian.com/lifeandstyle/2017/jun/04/how-lego-clicked-the-super-brand-that-reinvented-itself

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.I’ve just come back from the annual conference from the Asia Pacific Loyalty Association, and I’m thrilled now to be interviewing this award winning programme.Bakers Delight won their award for Best Loyalty Program Launch at the 2023/2024 Awards, so I’m delighted to share this story with you today.Our guest is Lucila Braga, the Head of Digital Customer Experience for Bakers Delight, with overall responsibility for their “Dough Getters” program.As a brand, quite simply, Baker’s Delight sells freshly baked bread and they’ve been doing so around the country since 1980.Their loyalty programme is also super simple as you’ll hear in today’s conversation.Listen to hear the power of simplicity as a winning formula for both customers and program operators.Watch for free with our partner Capillary Technologies via Loyalty.TV or subscribe this episode to watch ad-free.Show notes:1) Lucila Braga2) Bakers Delight3) Dough Getters

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