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.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

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.It's the 500th episode of Let's Talk Loyalty and we couldn't be more proud!This episode is a wonderful collection of voices from our audience - some of the incredibly LOYAL people who listen to our show week in and week out.Let's Talk Loyalty was first published back in 2019, and it was the very first podcast in the industry. While there are lots more people now publishing audio content for loyalty marketing professionals, we'll always be particularly proud of us being the first!We have been truly blessed to have so many amazing people listening, and as a result, we consistently rank in the top 3% of all global podcasts.SO THANK YOU ALL!To celebrate this milestone of 500 episodes, today is dedicated to our loyal community.We are thrilled that so many of you shared your voice messages with us, so we can share them with everyone else!These voice messages capture some of the incredible feedback we regularly get privately, telling us how much our content means to you and how much you learn by listening.This episode is a compilation of some wonderful wishes and voice messages from around the world, sharing that wonderful feedback with each other.We hope this episode helps you feel part of something truly great – a show where so many iconic brands and industry experts come and share their wisdom so generously.Thanks to all of you who sent in a voice message for this major milestone of 500 episodes.We can’t wait to bring you our latest exciting ideas as we build the Let's Talk Loyalty community in the months and years to come!Enjoy!Show Notes:1) Nejib Ben-Khedher 2) Rich Long, CLMP3) Danielle Brown 4) Erica Hood5) Mayank SinghNicholas Kerr 7) Sebastian Huschner, CLMP™8) Paul Kramer9) Renato Ramos10) Lynn Tan 11) Phil Rubin 12) Emily Ong, CLMPᵀᴹ, CSPO®13) Amanda Cromhout14) Lisa Brightwell15) Charlie Hills CLMP16) Cristina Ziliani17) Javier Marin Martinon18) Nik Laming CLMP19) Suryaveer Singh20) Valerie Popeck21) Pablo Sordo22) Adam Posner23) Jenn (Arment) McMillen24) Kevin Crowe25) Abhi Vyas 26) Richard Schenker27) Leandro Torres 28) Kristie Atkins29) Brian Almeida 30) Alyssa Callahan 31) Lisa Routel 32) Nizar Al Qabbani33) Jason Foo34) Charles Ehredt35) Dominik Olejko 36) 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.Senior faculty from the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee, are back to host the latest episode of the "Wiser Loyalty" podcast series. This week they bring with them insights that dive deeper into this month's focus on the Psychology of Human Behavior.Learn about the Endowed Progress Effect and why creating momentum through incentives or benefits for your members, when onboarding or after they've set a redemption goal can influence continued behaviors.Our experts provide their thoughts on its application to Loyalty using both sector and brand specific examples. The constructs discussed each month are taken from the Certified Loyalty Marketing Professional™ (CLMP™) curriculum and a constructs from a new course will be covered as a theme each month.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 in video on www.Loyalty.TV and as a podcast as Let's Talk Loyalty."Loyalty Connect" is being positioned as the flagship conference for the loyalty industry for 2024, taking place in Dubai in April, with an expected attendance of over 3,000 people!This podcast shares the origins and intentions of the conference for its inaugural year.This incredible event will also feature the International Loyalty Awards, which is taking place outside of the UK for the first time in its 13 year history.No matter what area of loyalty marketing you work in, on the brand side OR the partner side, Loyalty Connect is an exciting event not to be missed.My guest today is Co-Founder and Co-Chief Executive of Loyalty Connect, Marian Kelly.I hope you enjoy our conversation.Show Notes:1) Marian Kelly2) Loyalty Connect⁠3) International Loyalty Awards4) 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.Today’s episode features another much-loved Australian brand - this time in the fast casual dining sector.Grill’d opened its doors in 2004, with a goal of challenging the belief that burgers were bad, and instead creating recipes for burgers that were both guilt-free and delicious.Now, twenty years later, they're continuing to serve these healthy burgers in over 170 restaurants across the country.In 2019, they realised the power of creating a program to show their loyalty to their customers and launched the “Relish” rewards program.Joining us today to share the proposition is Jaimi Farrey, Senior Loyalty & Personalisation Manager for Relish, which is also now a finalist in the Best Social (CSR Initiative) in the upcoming APAC Loyalty Awards.Show notes:1) Jaimi Farrey2) Grill’d

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Welcome back for the second episode of the "Wiser Loyalty" podcast series, which is hosted by Bill Hanifin and Aaron Dauphinee from the Loyalty Academy™.Listen to another key concept for loyalty marketers to understand, Operant Conditioning, which dives into the relationship between behaviors and consequences. Our experts provide their thoughts on its application to Loyalty using both sector and brand specific examples.The constructs discussed each month are taken from the Certified Loyalty Marketing Professional™ (CLMP™) curriculum and this month's focus is on the Psychology of Human Behavior and its relevance to 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.Today’s episode is available as a podcast as "Let's Talk Loyalty" as well as in video form on www.Loyalty.TV.Starbucks is one of the world’s greatest brands and also our audience’s favorite loyalty program!As a truly global brand, Starbucks operates in 84 markets, and today we’re here to hear about the incredibly successful launch of the Starbucks Rewards programme in the Middle East and North Africa, where there are over 1,900 stores in eleven countries.In this region, Starbucks has partnered with one of the leading family-owned operators of international franchising brands, the Al Shaya Group, which has operated for over 20 years.We are joined by Elisabetta Aiello, the Vice President of Marketing and Digital for Starbucks in the MENA and Turkey.Starbucks Rewards launched in the UAE in February 2022, followed by other key regional markets soon afterwards, and to date, they have registered more than 3 million members.I hope you enjoy my in-studio conversation all about Starbucks as a world-class brand focused on building customer loyalty in the Middle East and North Africa region.Show Notes:1) Elisabetta Aiello2) Starbucks MENA3) Starbucks Rewards4) Al Shaya Group5) 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.This episode focuses on The Co-Op’s membership programme, featuring insights from Dean Harris, the Head of Membership Commercial at The Co-Op.He is a retail marketing leader with 15 years of experience across retail media, loyalty, CRM, trade planning, advertising, and customer strategy. Dean began his career in advertising working on McCann Erickson’s B2B client portfolio, before moving to the Co-op where he has spent more than a decade driving the growth of the food and life services businesses in a variety of functions.In his current role he manages the suite of member rewards (personalised offers, gamification, exclusive deals), oversees the retail media proposition and is responsible for ensuring that The Co-op Members’ best interests are considered whenever their data is moved, shared or used.Today we will be learning about Dean’s favourite loyalty programmes, the trends he is watching closely and all about The Co-Op’s unique membership programme!Hosted by Charlie Hills.Show Notes :1) Dean Harris2) The Co-Op3) European Loyalty White Paper4) 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 episode is our first one in the "Wiser Loyalty" podcast series, hosted by Bill Hanifin and Aaron Dauphinee. Listen to our industry experts discuss a construct from their Certified Loyalty Marketing Profressional™ (CLMP™) curriculum and explain the meaning of "self-determination theory" and why it's an important concept for loyalty marketers to understand.They also discuss the increasing importance of understanding the psychology of consumer buying behavior, including some real examples of brands that are already adopting these underlying drivers, in order to drive their program's performance.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 on both "Let's Talk Loyalty" and Loyalty TV, where we’re heading to Australia to hear all about driving loyalty with the Super Retail Group.The Super Retail Group is one of Australia and New Zealand’s largest retailers, and a public company since 2004, having established leading positions across various lifestyle categories as the proud owner of four iconic brands: Supercheap Auto,rebel, BCF and Macpac.Our guest is Aaron Fuller, General Manager of Member Engagement for the Super Retail Group, where he and his colleagues are helping more than 10 million members live out their passions in sport, fashion, automotive & the great outdoors.Aaron shares their latest exciting propositions already launched, as well as somefascinating insights on the consumer psychology insights that he believes we loyalty professionals need to understand in order to optimize our programmes.Show Notes:1) Aaron Fuller2) Super Retail Group3) Supercheap Auto4) rebel⁠5) ⁠BCF6) Macpac⁠7) 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, join us for an insightful conversation with David Parsons, the Co-Founder and CEO of Ellipsis & Co, an Australian-based company specializing in pioneering loyalty consulting and focusing on achieving Return on Loyalty as a commercial outcome.Discover the evolution of the loyalty landscape in Australia over the past two decades, as Dave Parsons shares his experiences as an early pioneer in this field.Learn about the highs, lows, and game-changing moments that have shaped the industry, and gain valuable insights into the tips and hints from this seasoned loyalty professional.Explore how Ellipsis & Co utilizes proprietary methods and data-driven insights to design, implement, operate, and optimize customer loyalty programs and initiatives, delivering state-of-the-art services that not only grow customer value but also optimize overall performance.Hosted by Carly NeubauerShow notes:1) ⁠David Parsons2) ⁠Ellipsis & Co⁠

Today’s episode is our first with Visa, a hugely important partner for so many of you and your programs.Luigi Marandola is Vice President, Global Cobrand & Merchant Partnership Development at Visa, and he joins me today to share his approach to partnering with loyalty programs around the world.Our conversation begins by reviewing with some of key success factors that program owners need to think about constantly to ensure your card is always top of wallet for your members.Luigi then shares his insights on some great acquisition channels he sees, particularly in the US market – one of which is definitely controversial, and involves effectively leveraging the purchase path for ecommerce transactions as a key opportunity that more brands around the world can explore.We also talk through some of the trends in co-brand cards that Visa sees from its data(which is one of the largest data sets on the planet), as well as new sectors that are emerging and beginning to explore the financial and engagement potential of co-brand cards.Listen to enjoy our conversation and learnings from Visa!Show notes:1) Luigi Marandola2) Visa

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 on Let's Talk Loyalty.com and on www.Loyalty TV.Today, we are meeting Josh Belkin, Vice President, Loyalty and Customer Engagement at Omni Hotels & Resorts.This hotel brand operates more than 50 luxury hotels and resorts in leading business gateways and leisure destinations across North America, including exceptional golf and spa retreats, as well as some dynamic business settings.In this episode, Josh shares details of the evolution and recent re-launch of Omni's “Select Guest” loyalty program and some of the major changes they’ve implemented and why.Enjoy!Show notes:1) Josh Belkin2) Omni Hotels & Resorts3) Select Guest

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 features an award-winning brand in the entertainment industry in The Netherlands.With more than 30 cinemas around the country, Pathé Theatre's welcomed more than 14 million visitors in 2023, showing a renewed interest from consumers in enjoying the cinema experience.My guest is Loyalty Manager, Joyce Mense, who led the original design of Pathé Rewards which won two International Loyalty Awards back in 2020.Joyce joins me today to share the latest enhancements of their loyalty strategy, and some of the innovative ideas, such as their freemium subscriptions.Their goal is now to achieve a simpler yet a more fully integrated experience for cinema-lovers, featuring a comprehensive loyalty and digital brand proposition for consumers called Club Pathé.I hope you enjoy my conversation with Joyce Mense from Pathé cinemas in The Netherlands.Show notes:1) Joyce Mense2) Pathé Theatre3) Club Pathé4) ARMIN’S ALL-ACCESS5) Article: Innovators Break The Mould, At The 2020 Loyalty Magazine Awards

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 conversation is designed to showcase some lessons and learnings from Brazil.My guest is Tatyane Macêdo, Head of Communications at a loyalty consulting company called Valuenet, based in Sao Paulo, Brazil.She is also the Editor-in-chief of Tudo Sobre Incentivos, which they describe as the main educational content platform on Loyalty and incentives in Brazil.Tatyane reached out to us to share some research they conducted with a sample of consumers in Brazil, and conducted in partnership with ABEMF, which is essentially the South American Loyalty Association.The research is in its third year and was designed to get a better understanding of the perceptions of these consumers around the various loyalty programs they are members of – what they like and dislike, as well as some ideas on how Brazilian loyalty programs can serve them even more.If you’re interested in Brazil as a market for your business, please listen to learn some insights from this conversation.Show notes:1) Tatyane Macêdo2) Valuenet3) Tudo Sobre Incentivos⁠4) ABEMF

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 on "Let's Talk Loyalty" and in video format on www.Loyalty TV.Our guest today is both a loyalty expert and a great friend of our show.Lisa Brightwell is the Founder and Managing Director of Bright Insights Consulting - a boutique loyalty consultancy firm based here in Dubai.Lisa joined me on the show previously in April 2021, to talk about some very innovative topics in the industry, and today’s she’s doing exactly the same!As you will hear, Lisa is particularly passionate about employee loyalty, effectively designing your loyalty strategy BEFORE choosing a technology platform, as well as the simplicity and power of card-linked loyalty – a concept she has launched for some of the biggest programs in Dubai, including Skywards from Emirates.Please listen and enjoy our conversation.Show Notes:1) Lisa Brightwell2) Bright Insights Consulting3) Tell Me Why American Airlines's podcast for staff4) Watch this episode on www.Loyalty.tv

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode focuses on ‘The Paddock’ – the digital loyalty programme of Oracle Red Bull Racing, featuring insights from Elliot Warman, the Digital Product Manager for Oracle Red Bull Racing.Elliot heads up ‘The Paddock’. Having worked in digital financial services for 5 years with HSBC, he made the switch to work in Formula One last June. He’s passionate about building a sense of community amongst the team’s fans, particularly those that don’t have the chance to attend races.He’s worked on various different marketing campaigns for the loyalty programme, including the team’s biggest fan campaign in 2023 called ‘Make Your Mark’, which gave the chance for its loyalty members to design the car livery for the United States Grand Prix’s this year and win a trip to the races.Today we will be learning about Elliot’s favourite loyalty programmes, what loyalty looks like in Formula One and of course, all about Oracle Red Bull Racing’s digital loyalty programme, ‘The Paddock’.Hosted by Charlie Hills.Show Notes :1) Elliot Warman2) Oracle Red Bull Racing3) ‘Make Your Mark’⁠4) European Loyalty Whitepaper5) Mando-Connect6) YouGovLet's Talk Loyalty Webinar DetailsIf you'd like to register for our webinar on January 22nd 2025 to learn how to leverage world-class games to drive daily engagement and bottom-line revenue, simply sign up here:https://us02web.zoom.us/webinar/register/6417364267736/WN_aHWt5hkbR6uPWc2SfzD6xgEven if you can't join live, we'll share the recording with you.