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.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

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today, we're featuring an innovative adtech company called adjoe, which has just joined us as a partner and sponsor of our show.adjoe is a leading advertising and monetization platform providing loyalty programme operators with compelling content that uses the power of "rewarded gaming" to grow bottom-line loyalty revenue through everyday fun!adjoe has already raised more than $100mn in venture capital funding and has some extra-ordinary clients on board using their proprietary technologies, creating new monetization strategies for their business while also enjoying a meaningful engagement loop with their members.Here to share his insights around the power of gaming to connect with your members is Thomas Yannopoulos, VP of Revenue for adjoe in The Americas.Sponsored by adjoe.Show notes:1) adjoe2) Thomas Yannopoulos3) 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.Today, a conversation unfolds with Diana Sinclair, who holds the role of Senior Loyalty Manager at Dan Murphys. With over 15 years of experience in client and agency domains, Diana has cultivated expertise in CX, CRM, Loyalty, and Direct Marketing.As a strategic leader, Diana prioritizes a 'customer first' ethos, enabling her to spearhead innovation and transformative initiatives. Presently, she assumes the helm of the My Dan’s loyalty program at Dan Murphy’s.The upcoming discussion with Diana delves into the evolving landscape of points within loyalty programs and the pivotal role of culture in fostering innovation.Hosted by Carly NeubauerShow Notes:1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Diana Sinclair2) ⁠⁠⁠⁠⁠⁠⁠Dan Murphys3) ⁠⁠⁠⁠⁠⁠My Dan's Membership

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Aaron Dauphinee from the Loyalty Academy’s faculty is flying solo in this week's episode of the "Wiser Loyalty" podcast series while Bill Hanifin is flying homeward after being on assignment this week. This week’s podcast kicks-off a new month of constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108).In this episode, Aaron sets the stage for the month at a 50K foot level by listing off a series of key considerations when designing your loyalty rewards strategy. Not all key considerations are revealed here but he provides a sound starting point with seven (7) constructs that shape the impact that your loyalty program has on 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

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Today we’re delighted to be meeting Finnair, one of the world’s oldest airlines, founded 1923, which operates a network connecting Europe, North America and Asia from its Helsinki hub.Today, we’re meeting Valter Sandell, who is leading the loyalty and membership strategy for Finnair Plus, a loyalty programme which has undergone comprehensive changes to its design and strategy just recently in early 2024.Show Notes:1) Finnair2) Valter Sandell3) Finnair Plus4) 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’s episode of Let's Talk Loyalty is perhaps our most exciting announcement to date in terms of our content plans.Alex Saul is today's guest, an industry leader with a loyalty career that spans more than twenty-five years in various countries across Latin America, leading some of the biggest programs on the continent.Listen to hear our BIG news, which is truly both a podcast and loyalty industry innovation, that brings together the best of Alex’s loyalty expertise, market insights and native language - content for loyalty industry professionals who speak Spanish!Please do listen to find out more (in English) about Alex's new monthly episodes as a guest host on Let's Talk Loyalty.This episode is hosted by Paula Thomas.Show notes:1) Alex Saul2) #381: "Share" - The Multi Award-Winning Loyalty Programme from Majid Al Futtaim Group UAE

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 episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are Aaron Dauphinee and Bill Hanifin from the Loyalty Academy faculty.In this episode, Aaron and Bill provide a topline re-cap of conversations they had while both on assignment the week prior in Dubai, UAE and the USA, respectively. A common set of themes arose while they were across continents related to the challenges CEOs and executive teams face. They draw linkages between how Loyalty (big L) and/or loyalty (little l) can help.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.Today’s episode is available both in audio as “Let’s Talk Loyalty” and on video on www.Loyalty TV.We’re back today in Australia with a brand and business that was founded way back in 1903.The Royal Automobile Club Victoria offers a variety of products and services for its 2 million members, led by roadside assistance as well as other services such emergency home assistance, travel discounts and benefits, insurance and finance.To learn how they drive member engagement and retention for this iconic brand, we are joined today by Hayden Hearse, their Marketing Manager responsible for Member Benefits and Loyalty for the Royal Automobile Club Victoria. Hayden, who is also a 2024 ALA Loyalty Awards judge, contributed his expertise to this year's panel.Please enjoy our conversation.Show notes:1) Hayden Hearse2) Royal Automobile Club Victoria3) RAIZ invest4) 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’s Let’s Talk Loyalty podcast talks to three deeply experienced professionals about the whitepaper – Understanding Loyalty in Europe 2.0.Amana Cromhout talks to Charlie Hills,, Chief Strategy Officer and Abigayle Blanshard, Senior Strategist, both from MandoConnect. They are accompanied by Nick Fishbourne, Group Account Director of YouGov.The whitepaper covers 24 European countries and proves that Europe is not a homogenous loyalty marketThree key highlights are that loyalty is playing an important role in today’s cost of living crisis, customers are begging brands to build emotional connections and finally that there is a distinct rise in gamification within loyalty technology across European loyalty programmes. Show Notes:1) ⁠⁠⁠⁠⁠⁠⁠Abigayle Blanshard2) ⁠⁠⁠⁠⁠⁠⁠Charlie Hills3) Nick Fishbourne4) MandoConnect5) Understanding Loyalty in Europe 2.06) YouGov

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 week’s episode of the “Wiser Loyalty” podcast series ⁠⁠Bill Hanifin⁠ and Aaron Dauphinee offer up their perspective on one last construct that is taken from the Loyalty Academy’s Key Success Factors in Loyalty Marketing (course #112) curriculum.Technological innovations and consumer adoption rates are on the rise, which is creating a new consumer expectation for consistency across their experiences and interactions irrespective of whether digitally-enabled or person-to-person. Successful loyalty programs have seen brands master providing consumers with choice across channels of interaction but now that mastery also includes consistency in quality, flexibility, and outcomes to create moments that matter.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 and this is now the third month of this global loyalty education series. 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.Today’s episode is available both in audio as “Let’s Talk Loyalty” and on video on www.Loyalty TV.Our guest today, Ulf Gunnar Switalski, is a loyalty expert in Germany.Ulf is the author of two books on how to use the loyalty programs from a consumer perspective, content which he also shares on his blog - Upgrade Guru.deThree years ago, Ulf founded “The Bonus Awards” focused on recognizing excellence in the loyalty industry in Germany, then he expanded these awards to recognize loyalty leaders in Belgium and Netherlands.Listen to hear insights, learnings and who the main winners were in these emerging loyalty awards for Europe.Show notes1) Ulf Gunnar Switalski2) Upgrade Guru.de3) The Bonus Awards4) Press release Gallup Engagement Index 20225) Gallup Engagement Index Germany 2023: More than 7.3 million employees have internally resigned6) Watch the full interview at www.Lotyalty.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 new Canon Club Loyalty Programme – for all Canon fans across EMEA.Today it has over 78,000 members, and there are lots of plans and ideas in play for how Canon will continue to grow and increase the loyalty of their very engaged customers. With Beth Simpson, the Customer Marketing Senior Manager at Canon Europe. Beth has over 20 years’ marketing experience, working in consumer electronics, membership and travel.She loves working on brands that customers are passionate about, understanding customer needs and creating compelling marketing propositions.Today we will be learning about Beth’s favourite loyalty programmes, how Canon Club is building real customer engagement and all about their plans for the future.Hosted by Charlie HillsShow Notes 1) Beth Simpson2) Canon Club Loyalty Programme3) European Loyalty Whitepaper4) Mando-Connect5) 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 episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are ⁠⁠Bill Hanifin⁠ and Aaron Dauphinee from the Loyalty Academy faculty.In this episode, Bill and Aaron discuss a key component to creating successful customer loyalty from your rewards program – the speed at which members accumulate enough points to be able to redeem for rewards is the earn velocity. It is a critical factor that brands want to forecast, monitor, and then manage as an easy metric of program health.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 and this is now the third month of this global loyalty education series.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 as “Let’s Talk Loyalty” and in video format on www.Loyalty.TV.Today’s conversation features Under Armour, a leading inventor, marketer, and distributor of branded athletic performance clothing, footwear, and accessories.Under Armour was originally launched in 1996 but only recently launched its loyalty proposition for customers.Joining us today to share the story of this program is Nandika Suri, VP, Global Loyalty, CRM and Personalization at Under Armour.Nandika shares how her insights from more than sixteen years in the airline loyalty sector were invaluable in guiding Under Armour’s transformation from its initial vision to become the “UA Rewards” program, which has already proven hugely succesful and enrolled nearly 3 million members in its first six months alone.Show notes:1) Under Armour2) “UA Rewards”3) Nandika Suri4) 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.Join Carly Neubauer, Co-Founder of Elevate Loyalty, as she dives into a revealing discussion with Amanda Cromhout, the esteemed CEO and Founder of Truth. In this episode of Let’s Talk Loyalty, Carly and Amanda explore the latest findings from the Truth & BrandMapp Loyalty Whitepaper.Amanda's groundbreaking loyalty research study, sheds light on key insights, intriguing statistics, and emerging trends within the loyalty landscape. With Amanda's extensive expertise and captivating insights, listeners are in for an enlightening journey through the world of customer loyalty.Show Notes:1) Amanda Cromhout2) Truth3) Truth & BrandMapp Loyalty Whitepaper4) Carly Neubauer5) Elevate Loyalty

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Bill Hanifin and Aaron Dauphinee from the Loyalty Academy are back with another episode of the "Wiser Loyalty" podcast series.They continue exploring Key Success Factors in Loyalty Marketing (course #112) from the Loyalty Academy™ curriculum. In this week’s episode, Bill and Aaron, lean into the importance of understanding that all customers shouldn’t be treated the same and the success that can come in doing this through the utilization of program tiers (in various forms).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 and this is now the third month of this global loyalty education series.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.Today’s episode is available in audio format as “Let’s Talk Loyalty” and in video format on www.Loyalty.TVToday’s guest has an incredible career in loyalty, working for over thirteen years on many of the most exciting and innovative propositions that Starbucks now offers in the US market.Joy Das Gupta is now an independent loyalty consultant who works for clients such as Brooks Running, and who has previously supporting brands like Coca Cola, Stanley, Black & Decker, Cisco Systems and Samsung for Merkle.Joy caught our attention sharing valuable insights and potential pitfalls that loyalty marketing professionals need to be aware of, and she joins Loyalty TV today to share more of these.Listen to enjoy my conversaton with Joy Das Gupta from Das Gupta Consulting LLC.Show Notes:1) Joy Das Gupta2) 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.Brett Cameron is the Managing Director of Old Mutual Rewards.Unlike many loyalty programmes, Old Mutual Rewards focuses primarily on incentivising members to take care of their financial wellbeing. With over 2 million members and a staggering 5 billion points earned (equivalent to R500 million / $25 million), the programme has made a significant impact.Notably, the programme isn't exclusive to Old Mutual customers; it's open to all South Africans and has recently expanded into Namibia with the commitment to offer practical solutions that help members achieve their financial aspirations.In this captivating podcast, Brett guides us through the five-year evolution of Old Mutual Rewards, delving into prevalent topics such as fraud incidents affecting loyalty programs in the industry, the direct correlation between digitisation and programme engagement levels, and the promising future of Old Mutual Rewards.Hosted by Amanda Cromhout Show Notes:1) Brett Cameron2) Old Mutual Rewards South Africa3) Old Mutual Rewards Namibia

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 episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are ⁠⁠Bill Hanifin⁠ and Aaron Dauphinee from the Loyalty Academy faculty.Our loyalty leaders first set-up the discussions for the month of April that will focus on identifying some, but not all, of the components to creating customer loyalty successfully. They list the long-standing and known keys to success, but also pepper in a few more recent known enablers, before diving into “program member enrollment” to kick-off.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 and this is now the third month of this global loyalty education series.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.Today’s episode is available in both audio and video format, as the "Let's Talk Loyalty" podcast and on www.Loyalty TV.We’re back in the hotel industry today with Meliá Hotels International, a Spanish hospitality group founded in 1956 in Mallorca (Spain).Melia Hotels is one of the leading companies in resort hotels worldwide.It was the first hotel company in Europe to go public in 1996, and the Group was also named the most sustainable hotel company worldwide in the last S&P Global Corporate Sustainability Assessment.​Melia Hotels launched its first loyalty proposition for guests 30 years ago, so 2024 represents a year of celebration, evolution and further expansion.Joining us today to share their journey is Sara Matarrubia, the Global Loyalty Director for Meliá Rewards.I hope you enjoy our conversation.Show Notes:1) Meliá Hotels International2) Sara Matarrubia3) Meliá Rewards⁠4) Watch the full interview episode at www.Loyalty TV

Today, Let's Talk Loyalty is joined by Wendy Werve, CMO of Marigold, to share her favorite learning from this year’s Consumer Trends Index, which has been created in partnership with eConsultancy.The Consumer Trends Index is an annual report that we feature on this show, and the 2024 edition consumers from various countries, including Benelux Region, Denmark, France, Sweden, the United Kingdom, and the United States.Listen to learn how consumer preferences are changing when it comes to marketing channels and how different demographics are choosing to engage with brands while protecting their privacy, while also focusing on building greater brand loyalty.I hope you enjoy this year's insights from the 2024 Marigold Consumer Trends Index.Sponsored by Marigold.Show notes:1) Wendy Werve2) 2024 Marigold Consumer Trends Index⁠3) Marigold⁠

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This "Wiser Loyalty" podcast wraps up discussions during March that guest hosts Bill Hanifin and Aaron Dauphinee had about Loyalty Business Models.Breaking away from the Proprietary/Player/Coalition nomenclature that has been used for years, Bill and Aaron redefine the Loyalty Business Model classifications based on a more customer centric view. They land on an approach that reflects the reality of the programs they have been observing in the market.The Wiser Loyalty series showcases a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, featuring the latest thinking on customer loyalty, backed up by market examples.Next Month’s topic: Key Performance Indicators.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 as a podcast and in video format on Loyalty TV.Today we learn the latest loyalty and lifestyle propositions from the Cathay Pacific Group, with Paul Smitton joining us once again from Hong Kong.Listen to learn how the positioning and proposition for the membership program from Cathay Pacific has evolved, and the role of Asia Miles now as its currency (rather than its programme name).Paul also shares some insights into some of the airline’s most recent developments in the Chinese market.Show Notes:1) Paul Smitton⁠2) Cathay Pacific Group3) Asia Miles4) 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.The launch of the 4th edition of ‘What Brits want from Loyalty Programmes 4.0’ does not disappoint. This Let’s Talk Loyalty podcast talks to three deeply experienced professionals about this whitepaper.Amanda Cromhout talks to Charlie Hills,Chief Strategy Officer and James Davies, Senior Strategist and Analyst, both from Mando Connect. They are accompanied by Nick Fishbourne, Group Account Director of YouGov. Key highlights include the increased usage of loyalty by Brits ad a deeper usage in terms of activity rates.There is also an increased play on loyalty partnerships benefiting consumers and brands alike. The whitepaper also serves up quality statistics around transactional KPIs and emotional KPIs.Show Notes:1) Charlie Hills⁠2) ⁠⁠⁠⁠⁠⁠⁠James Davies⁠3) Nick Fishbourne4) Mando Connect⁠5) YouGov6) What Brits want from Loyalty Programmes 4.0

This episode is available as a podcast on "Let's Talk Loyalty" and in video as www.Loyalty.TV.Today's episode features research from our friends in Epsilon, who have been focused discovering the underlying factors that are truly driving UK consumers loyalty in 2024.The result is “Epsilon Loyalty Index” (UK edition) which was created to support loyalty marketers in the UK looking to find new and innovative ways of building loyalty with their customers.Joining me today to share her insights on the Epsilon Loyalty Index is Senior Vice President of Business Development Epsilon UK, Maria Giacobbe.Listen to enjoy our conversation about her insights on how to drive customer loyalty in the UK in 2024!Sponsored by Epsilon.Show notes:1) “⁠Epsilon Loyalty Index⁠” (UK edition)2) Epsilon3) Maria Giacobbe4) Loyalty Connect Dubai 20245) Watch the full interview at www.Loyalty.TV

This episode is available as a podcast on "Let's Talk Loyalty" and in video as www.Loyalty.TV.Today's episode features research from our friends in Epsilon, who have been focused discovering the underlying factors that are truly driving UK consumers loyalty in 2024. The result is “Epsilon Loyalty Index” (UK edition) which was created to support loyalty marketers in the UK looking to find new and innovative ways of building loyalty with their customers. Joining me today to share her insights on the Epsilon Loyalty Index is Senior Vice President of Business Development Epsilon UK, Maria Giacobbe.Listen to enjoy our conversation about her insights on how to drive customer loyalty in the UK in 2024!Sponsored by Epsilon.Show notes:1) “⁠Epsilon Loyalty Index⁠” (UK edition)2) Epsilon3) Maria Giacobbe4) Loyalty Connect Dubai 20245) 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.Join us in this exciting episode as we welcome Aussie Merciadez, the Strategic Partnerships & Loyalty Manager at ANZ Bank, as our special guest. With a wealth of experience spanning various loyalty, incentives, and promotional companies both domestically and internationally, Aussie brings a unique perspective to the table.Having spearheaded major brand promotions within the FMCG sector, Aussie transitioned seamlessly into the realm of loyalty, where her reputation for introducing fresh innovations precedes her. Renowned for her data-driven approach, Aussie shares her expertise in crafting loyalty programs that not only prioritize customer intelligence but also foster meaningful engagement. Tune in as we delve into the strategies and insights that have made Aussie a trailblazer in the loyalty space.Hosted by Carly NeubauerShow notes:1) ⁠⁠⁠⁠Aussie Merciadez⁠2) ⁠⁠⁠⁠ANZ Bank

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Aaron Dauphinee from the Loyalty Academy™ flies solo in this week's of the “Wiser Loyalty” podcast series while Bill Hanifin is in London, UK. He explores constructs from curriculum in course #104 on Loyalty Program Business Models to set the stage for the next two episodes when Bill and Aaron are back together again.Aaron provides a topline introduction to three 'traditional' loyalty program business models that have served the full spectrum of Customer Loyalty to-date: Proprietary, Player, and Coalition models. This sets the stage for back-to-back weeks of digging deeper into and stress testing each of these models, introducing and evaluating new models, and discussing the viability and relevance of all of them for the loyalty landscapes of today and tomorrow.In the Wiser Loyalty series, our experts discuss constructs each month that are taken from the Certified Loyalty Marketing Professional™ (CLMP™) curriculum. This month respectfully challenges concepts known to be foundational to Loyalty to set up for next month's conversation on Key Success Factors in Loyalty.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.Today's episode is available in audio on "Let's Talk Loyalty" and in video format on www.Loyalty.TV.March 8th is International Women’s Day around the world.To celebrate, Carly Neubauer created a very special webinar featuring the three female guest hosts of Let's Talk Loyalty.This was in response to feedback from members of WiiN, a not for profit association that works to connect, educate and empower women in the incentive and loyalty industry.When WIIN members were asked who they’d like to hear from for International Women's Day, the names that came up included Paula Thomas, Charlie Hills and Amanda Cromhout.Today we're publishing that webinar as an episode of Loyalty TV and Let's Talk Loyalty to celebrate International Women's Day, and as a perfect opportunity to hear from all of the Let's Talk Loyalty interview hosts in one recording.Thanks to Carly and everyone at WiiN for organizing this webinar in celebration of International Women's Day.Show Notes:1) Carly Neubauer2) Paula Thomas3) Charlie Hills4) Amanda Cromhout⁠5) WIIN

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 Avolta Loyalty Programme – the global programme of this leading global travel experience player with over 5,500 duty free, food & beverage and convenience stores across 75 countries. With Camilo Courtenay, the Global Loyalty Lead at Avolta.Camilo heads up global loyalty at Avolta. Prior to joining, he worked in various loyalty roles at Vodafone, Eurostar and British Airways and brings a wealth of industry experience to our show.Today we will be learning about Camilo’s favourite loyalty programmes, how loyalty is changing in travel and all about the existing Avolta programme and plans for the future.Hosted by Charlie Hills.Show Notes :1) Camilo Courtenay2) Avolta Loyalty Programme3) European Loyalty Whitepaper4) Mando-Connect5) 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 episode of the "Wiser Loyalty" podcast series explores the most foundational course in The Loyalty Academy curriculum, Introduction to Loyalty #101.Our host today is ⁠Bill Hanifin, who takes on this topic solo as co-host ⁠Aaron Dauphinee is on assignment in Argentina.Bill poses a True/False test that challenges the foundational concepts of customer loyalty. In the process he clarifies conflicting terminology, sheds light on how loyalty is evolving and explains why Loyalty Marketing is equivalent to a Swiss Army Knife. Bill’s affinity for life-long learning made the opportunity to challenge traditional thinking irresistible. This discussion reveals what remains true today from original best practices and where the business has evolved over the past decade.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. Throughout March, we will continue to explore elements of the Foundations of Loyalty.Show Notes:1) ⁠⁠⁠Bill Hanifin⁠⁠⁠⁠2)⁠⁠⁠Aaron Dauphinee⁠⁠⁠3) ⁠⁠⁠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 "Let's Talk Loyalty" and on Loyalty.TV.Today’s episode, features a loyalty program called Clos19 from the iconic brand Moët Hennessy, the Wines and Spirits Division of LVMH.LVMH is the world's leader in luxury, operating in 6 different industries, across 81 countries. Many of their products have been around for centuries, while others are just starting their journey.Today we are joined by Erin Scarfe, Head of Consumer Engagement within e-business driving Clos19 for Moët Hennessy, and her colleague Anaïs Lebreton who leads eBusiness and Loyalty for Ruinart which is both a champagne of choice for an international clientele and one of the jewels in the crown of the LVMH group.Listen (or watch) to enjoy our conversation all about Clos19. Show Notes:1) Erin Scarfe2) Anaïs Lebreton3) Moët Hennessy4) Ruinart5) Clos196) LVMH⁠7) #342: Helping Customers Choose Better - SAQ Shares Powerful Results Selling Wines, Beers and Spirits in Canada8) Watch this 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, we delve into the remarkable journey of Monique Forbes, who worked behind the award-winning Air New Zealand loyalty program. Join us as we explore the evolution of this program, from its inception to its groundbreaking retail coalition comprising over 65 partners.Monique's expertise doesn't stop there – we'll also uncover the intricacies of her work on the proprietary loyalty program at Mercury Energy.Get ready for insights into loyalty program innovation and the strategies that drive success in the ever-evolving landscape of customer loyalty.Hosted by Carly NeubauerShow Notes:1) Monique Forbes⁠2)⁠⁠⁠ Air New Zealand⁠3) InZone Education Foundation

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 episode of the "Wiser Loyalty" podcast series ties up the month's focus into select constructs taken from the Psychology of Human Behavior course curriculum of the Loyalty Academy™. Our hosts, Bill Hanifin and Aaron Dauphinee, will lead us into understanding why and how it's emotion that explains the "say-do" gap.Learn how this universal problem to all marketers can lead to unsatisfying and inaccurate observations or marketing actions that do not elicit a response or desired outcome as loyalty program operators would expect or like. Understand the rising importance forEach month Bill and Aaron draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation. If you enjoyed this week's episode or all the episode's in February, then be sure to join us in March when we explore facets of the types of Loyalty Business Models in play today and possibilities yet to come that are on the horizon.Show Notes:1) ⁠⁠Bill Hanifin⁠⁠⁠2)⁠⁠Aaron Dauphinee⁠⁠3) ⁠⁠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.Today's episode is available as a podcast on "Let's Talk Loyalty" and in video format on www.Loyalty.TV.This episode features another iconic brand - MGM Resorts!Driving customer loyalty in the competitive entertainment industry is fascinating, and today you’ll hear the story of how MGM Resorts recently relaunched, re-branded and re-positioned their original loyalty program in order to meet the dramatically changing profile of visitors to Las Vegas.Our guests are Anil Mansukhani, Vice President Loyalty Marketing and Beck Sundquist, the Vice President of Product Management at MGM Resorts International.Enjoy the show!Show Notes:1) Anil Mansukhani⁠2) Beck Sundquist3) MGM Resorts⁠4) MGM Rewards5) Watch this episode at www,Loyalty.TV