Let's Talk Loyalty

This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.The idea of “emotional loyalty” has been raised many times on our show, but never before in such breadth and depth as in today’s conversation.It’s a really big idea and one that brand marketers and loyalty marketers know is critically important but often struggle to achieve.My guest today is hugely passionate about the topic and she wrote an article about it (in French) for herself and her clients back in 2023.It was SO well received, that it was firstly translated in to English, then it became an ebook featuring some incredible statistics and insights and now, we’re here to share it on Loyalty TV.Jessica Lavigne is a CRM and Customer Loyalty Professional for Comarch, based in France, so I hope you enjoy listening to our conversation, all about the importance and some suggested ideas to create true “emotional loyalty” for your brand.Sponsored by Comarch.Show notes:1) Jessica Lavigne2) Comarch3) Gallup Research: Become your customers' most trusted partner4) Emoloyalty ebook5) Beyond Transactions: Emotional Loyalty and Sustainable Brand Relationships6) LTL: #323: Ikea Family - Beloved Retailer Shares Its Latest Loyalty Innovations7) Watch the full interview episode at www.Loyalty.TV

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

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.The Wiser Loyalty series podcast is hosted by Aaron Dauphinee and Bill Hanifin from the Wise Marketer Group. They tap into courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum and bring that material to life with current market examples.In this episode, our hosts bring fresh content from The Loyalty Academy™ on “How to Create a Winning Value Proposition” (course #105). The “CVP” as we refer to it is the centerpiece of loyalty program strategy and an important piece of the broader customer strategy for your organization. Hear about what you need to consider when you strike out to create a value proposition that will gain the attention of customers and help you develop the valuable relationships you seek.The community of professionals who have earned their CLMP™ from the Loyalty Academy™ is nearing 1,000 individuals across 53 countries worldwide. If you would like more information on how to become part of the community leading this industry into the future, please visit LoyaltyAcademy.org.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Most marketers today are facing a perfect storm and increasing pressures - whether it's consumer's concerns about the cost of living or fundamental lifestyle shifts post pandemic, or brands focused on achieving more but with fewer resources.Today's episode is a masterclass in tools, tips and techniques for loyalty marketers in 2024, as we're joined by Michele Fitzpatrick from Marigold.With more than thirty years experience as an advocate for putting the humanity back in to marketing, consumer, Michele shares her wisdom and expertise and "top ten tips to improve your customer loyalty" and do more with less.There's never been a better time to reflect on your program, your value proposition and and your performance, and today's episode includes the essential strategies to keep in mind in order to achieve mutually rewarding outcomes for you as brands and for your consumers.Listen (or watch) for Michele's top tips and details of how you can request her slides for advice on how to support your program's growth.Sponsored by Marigold.Show notes:1) Michele Fitzpatrick2) Marigold3) Watch the full interview episode at www.Loyalty.TV

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode of Let's Talk Loyalty is in Spanish.En este episodio conocimos de parte de Mariana Botero, CEO de Puntos Colombia, lo que ha pasado en la plataforma de lealtad más relevante de la región y modelo a seguir de una coalición exitosa, como ha sido su evolución después de 6 años de haberse lanzado en el mercado de Colombia. Hoy la plataforma tiene más de 7.3M de usuarios que reciben beneficios en su día a día de parte de 3,700 aliados que conforman el ecosistema.Mariana nos habló de la visión del CEO en cómo gestionar a una empresa dedicada a la lealtad, de cómo se balancea el programa entre los diferentes aliados y se mantiene el equilibrio entre los socios, de métricas de gestión que se incluyen en el balance scorecard y del activo más valioso que tiene la marca: el equipo. Nos habló de la cultura organizacional que es pilar fundamental del éxito de Puntos Colombia.Hoy, aprenderemos de cómo si existen modelos de coalición exitosos y relevantes que permanecen en el tiempo con crecimientos año con año dando valor a los usuarios y a los aliados.Show notes:1) Mariana Botero2) Puntos Colombia3) Alejandro Gonzalez Saul

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Each month in the Wiser Loyalty series, Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide. This month, they are talking about financial planning for loyalty programs and the material is based on the Loyalty Academy™ course: Loyalty Financial Modeling (#105).Throughout the month, we’ve covered the ecosystem of considerations needed to create a solid financial plan for your customer loyalty initiative. To wrap up the conversations, we share a few examples from work with clients that tie together the concepts shared, illustrate key planning steps, and reemphasize the need to work cross-functionally to have the best chance of creating a sustainable program structure.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.This episode is very different to our usual episodes as it was recorded quite spontaneously at a recent event.The Comarch User Group is an annual meeting of Comarch’s clients who come together in the city of Krakow in Poland to learn, network, and be inspired.We were lucky enough to be invited again this year, and like most of the audience it was our first opportunity to meet Dr Anna Pruska, who was appointed CEO of Comarch earlier this year.Dr Pruska is a Doctor of Humanities in the field of International Relations and completed her Master's studies in Finance and Banking at the Warsaw School of Economics, and she started working for Comarch two decades ago,Most of you know Comarch as a global IT solution that powers some of our favourite loyalty programmes in the world, so to have the chance to meet their new CEO – a leading woman in the global technology industry was incredibly exciting.We took the opportunity to ask if we could do a short interview to allow you as our audience to also meet her and she agreed.We were also joined by Piotr Kozlowski who most of you will know as the Vice President of Consulting for Loyalty Solutions at Comarch.Listen to enjoy our impromptu interview and we hope it’s the first of many we do together with the Senior Leadership team in Comarch.Sponsored by Comarch.Show notes:1) Comarch2) Dr Anna Pruska, CEO of Comarch3) Piotr Kozlowski, Vice President of Consulting for Loyalty Solutions at Comarch4) Watch the full interview at www.Loyalty.TV

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

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Each month in the Wiser Loyalty series, Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide. This month, they are talking about financial planning for loyalty programs and the material is based on the Loyalty Academy™ course: Loyalty Financial Modeling (#105).Ensuring that your investment in planning and modeling is rewarded by a program that stands the test of time is the focus this week. To help you achieve what they call Sustainable Loyalty, Aaron and Bill look into the important “sanity check” questions you should ask to test your work and make recommendations on how to create a measurement dashboard with the right metrics to keep the CFO at ease.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is sponsored by Phaedon.Download their 2026 research paper on Humanizing Loyalty here now.This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today’s episode features a fascinating conversation with WestJet, Canada’s second biggest airline, as they embark on a significant transformation journey.WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Today, they operate to more than 100 destinations worldwide, with a team of over 14,000 people and nearly 200 aircraft.Leading the loyalty evolution is Steve McClelland, Vice President of Loyalty Commercial & Business Development, and we are delighted to have him join us to share his early thoughts on how he plans to grow WestJet Rewards.With thanks to the Loyalty and Awards conference team for this introduction.Show notes:1) WestJet2) WestJet Rewards3) Steve McClelland4) Watch the full interview episode at www.Loyalty.TV.com

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is sponsored by Phaedon.Download their 2026 research paper on Humanizing Loyalty here now.This episode focuses on the newly relaunched Carter’s Rewards - the loyalty programme of a $3Bn children’s apparel retail business. The successful relaunch lowered customer thresholds, added tiers, and accelerated its personalization strategy.With Kevin Severs, the Director of Retention for Carter’s. Kevin is a seasoned Director with 18 years of marketing experience spanning retail, CPG, automotive, and consulting. Previously, he was a Director of E-commerce at Hertz and spent nearly a decade CPG consulting with General Mills and working in brand management at Procter & Gamble.Today we will be learning about Kevin’s favourite loyalty programmes, how Carter’s Rewards is building real customer engagement and all about their plans for the future.Show notes:1) Kevin Severs2) Carter’s Rewards3) Carters Inc.

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Last week we kicked off a month-long discussion of Loyalty Financial Modeling with Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee. Drawing from material in Course #105 – Introduction to Loyalty Finance, Aaron and Bill are walking you through the essentials that you need to know to break through the “black box” of loyalty finance.This week, Bill goes solo and takes a close look at the assumptions that matter most for your financial model and how to create an assumption set that will pass the credibility test with your CFO and win the budget you seek. He shares the “check digit” questions that you must ask to make sure your model will pass the toughest tests with your stakeholders.Each month in the Wiser Loyalty series, Bill and Aaron draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Mastercard recently hosted its latest Excellence in Customer Engagement Summit in Dubai, and Loyalty TV was delighted to attend.Against the backdrop of market uncertainties and a rapidly evolving consumer landscape, this Summit brought together industry experts and thought leaders to discuss perspectives and share success stories on how organizations can win over the consumers of today and tomorrow.As our first "Loyalty TV Live" event, Paula Thomas hosted a panel entitled "Influencing and Winning Loyalty in an Age of Choice" featuring Jill Moser, SVP, Global Loyalty, Offers at Mastercard, as well as Murat Ungun, Chief Executive Officer at Kudu Company for Food and Catering, for an engaging session on loyalty.Topics include:Rethinking customer loyalty and loyalty programs in 2024Transforming customer loyalty with emerging technologyBalancing act between digital innovation and customer trustThis event was co-created by the Loyalty TV team together with Mastercard. For more information about the product or services discussed please contact the Mastercard team at mastercardservices.comShow notes:1) Mastercard2) Jill Moser3) Kudu Company for Food and Catering4) Murat Ungun5) mastercardservices.com6) Influencing and winning loyalty in an age of choice - Slide Deck7) Watch the full interview episode at www.Loyalty.TV

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

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.The Loyalty Academy™ senior faculty members, Bill Hanifin and Aaron Dauphinee, are your hosts for this week’s "Wiser Loyalty" podcast episode.We’re kicking off a new month with fresh content from The Loyalty Academy™ curriculum that provides an Introduction to Loyalty Financial Modeling (course #105). This week Aaron and Bill look into some starting point considerations for brands and program operators to think through in order to be on sound financial footing. This is the starting point for a conversation on loyalty economics that will take place throughout the month of June.In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.The Langham Hospitality Group recently launched its “Brilliant by Langham” loyalty programme after a comprehensive two year project, led by Susan Nisbet, their VP of Loyalty.Langham Hospitality Group is the wholly-owned subsidiary of Great Eagle Holdings, which operates a family of distinctive hotels under various brands across Asia, Europe, North America and the Middle East.In today’s conversation, Susan shares her career specializing in loyalty in the hospitality sector, and some of the incredible learnings launching a new hotel loyalty program in such a mature and competitive sector, along with the unique challenges to create a compelling concept that works for a range of diverse global cultures.Listen to enjoy my conversation with Susan Nisbet from The Langham Hospitality Group.Show notes:1) Susan Nisbet2) The Langham Hospitality Group3) Brilliant by Langham4) Watch the full interview at www.Loytalty.TV

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

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.The Loyalty Academy™ senior faculty members, Bill Hanifin and Aaron Dauphinee, are back from CRMC 2024 to bring you this week’s "Wiser Loyalty" podcast episode. This is the last week of this month’s topic series which is drawing constructs from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108). This week the share their perspectives on the importance of creating seamless, brand aligned, and remarkable redemption experiences for members or experiences that are the reward themselves.In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide. Show Notes:1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠3) ⁠⁠⁠⁠⁠⁠⁠The Wise Marketer

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today’s interview features a return guest, Steve Allmen, EVP of Strategy and Partnerships with the Canadian Automobile Association.Steve joins us on Loyalty TV to explain how global "roadside assistance" organisations around the world are evolving in 2024.He also shares how the "Canadian Automobile Association" obsesses about creating value for its members, whether they are drivers or not!While many of us as loyalty professionals rely on "earn and burn" loyalty models to drive engagement, their "membership mindset" creates new opportunities for growth that are fascinating for us all!Listen to enjoy my conversation with Steve Allmen.Show notes:1) Steve Allmen2) Canadian Automobile Association3) LTL #306: Canada's Changing Loyalty Market & Canadian Automobile Association Insights4) Watch the full interview at www.Loyalty.TV

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

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This week’s "Wiser Loyalty" podcast episode has senior faculty members of the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee back together again. This is week two of May that explores constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108).In this episode, Bill and Aaron build upon last week’s episode that looked at the importance of attainable rewards but with a tint towards aspirational and experiential redemptions. This week they swing the pendulum to the other end of the redemption spectrum to look at loyalty programs that utilize micro-redemptions and why.In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing 1,000 individuals across 53 countries worldwide.Show Notes:1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠3) ⁠⁠⁠⁠⁠⁠⁠The Wise Marketer

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today brings another exciting opportunity to discuss airline loyalty and share the story of the launch of Kris+, the lifestyle rewards app of Singapore Airlines from KrisFlyer, the rewards programme of Singapore Airlines Group.Australia is the largest market for Singapore Airlines outside of its home base, and we were thrilled with the opportunity to hear about their achievements in such a mature loyalty market.Our guest is Udhara de Silva, Head Loyalty Marketing (Australia) at Singapore Airlines who brings an incredibly interesting global perspective to this role.Listen to enjoy this conversation with Udhara de Silva, from Singapore Airlinesin Australia.Show notes:1) Udhara de Silva2) Kris+3) Kris Flyer program4) Singapore Airlines5) Watch the full interview at www.Loyalty.TV

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode focuses on VOXI Drop – Vodafone UK’s multi-award winning Gen-Z targeted surprise and delight loyalty programme.With Matt Eldridge and Jonny Greenslade-Cross, the VOXI Proposition and VOXI Drop Proposition Leads. They are both telco loyalty specialists – Matt has delivered a number of successful loyalty initiatives over the years. In 2012 he launched “Additions” - Carphone Warehouses’ innovative loyalty program, he then led EE’s loyalty strategy for a number of years before moving to VOXI in 2022. Jonny has worked across Vodafone and VOXI since 2021, in numerous digital and loyalty roles.Today we will be learning about their favourite loyalty programmes, how VOXI Drop is building real customer engagement with its Gen Z audience and all about their plans for the future.Hosted by Charlie HillsShow Notes:1)Jonny Greenslade-Cross 2) Matthew Eldridge3) ⁠⁠⁠⁠⁠VOXI Drop 4) European Loyalty Whitepaper5) Mando-Connect6) YouGov

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This week’s "Wiser Loyalty" podcast episode has senior faculty members of the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee back together again. This is week two of May that explores constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108).In this episode, Bill and Aaron focus in on the importance of attainable rewards, both from the strategy and redemption experience perspective. The two offer a set of real world examples to help reinforce some of the successes and poorer decisions select brands have made when it comes to rewarding the program members.In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide.Show Notes:1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠3) ⁠⁠⁠⁠⁠⁠⁠The Wise Marketer

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