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.Today’s episode features a discussion with Eliot Hamlisch, the CMO of AMC Theatres, the largest movie theater chain in the world. AMC has long been a leader and innovator in its category, where it pioneered the multiplex cinema and now has over 10,000 screens across nearly 1,000 theatres in the US and Europe.As CMO, Eliot oversees a range of important functions for the company, including its Stubs Insider, Premiere and A-List programs. In the podcast, Eliot shares how the value of his experiences working with companies including American Express, Deloitte and Wyndham prepared him for the role at AMC and of course, the common thread of strategically having a focus on the customer translates into innovation and delivering measurable value.You’ll also hear about how AMC also focuses on investors, and not just institutional ones but individual retail investors. There’s a program for them too, called AMC Investor Connect. Learn how committed leadership and a big brand translate into opportunities to innovate, grow and deliver a great experience for customers and other stakeholders.Hosted by Phil Rubin.Show Notes:1) Eliot Hamlisch⁠2) AMC Theatres3) Adam Aron - AMC Theatres CEO ⁠on Twitter4) AMC Investor Connect.

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Lindsay Eichten is a seasoned loyalty executive across multiple industries, but in her role as Director CRM, Loyalty & Media, she leads a small team to deliver the launch of Fridays Rewards for the iconic brand, TGI Fridays. Lindsay highlights that loyalty is a key strategic initiative for TGI Fridays, which therefore means she has the support and the focus on her team’s deliverables in this role. She emphasizes how starting the change management process with the chain’s front line staff has been critical to understand what makes a great restaurant loyalty experience and to get the buy in from the team at the front line.Finally, Lindsay supports how important it is to secure the right technology partner, which can work on a global scale for a brand as expansive as TGI Fridays.Hosted by Amanda Cromhout. Show Notes:1) Lindsay Eichten2) TGI Fridays3) NEW Fridays Rewards4) Data Delivers

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Yesway is one of the fastest-growing convenience chains in the United States, and was voted the U.S. Convenience Chain of the Year in 2021.Tune in to hear Tom’s summary from the original podcast hosted by Paula Thomas featuring one of the leading marketers in U.S. convenience retail, Derek Gaskins, Chief Marketing Officer of Yesway.Derek shares the exciting challenge of keeping customers loyal while acquiring new stores with products that customers love, and building a leading retail brand that combines the best of them all.He also explains how Yesway have embraced loyalty at the heart of their business, and how they are leveraging their award-winning “Yesway Rewards” program to support their ambitious growth.Hosted by Tom PeaceShow Notes:1) ⁠Yesway⁠2) Derek Gaskins⁠3) Yesway Rewards4) #204: Loyalty Lessons from "USA Convenience Chain of the Year" - Yesway

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 features a multi-award-winning loyalty program from one of the leading retail, entertainment and hospitality conglomerates in the Middle East region.Majid Al Futtaim was founded in 1992 and now employs more than 43,000 people, operating a portfolio of more than 270 outlets in 15 countries, including 25 shopping malls and 13 hotels, as well as holding the exclusive franchise for Carrefour supermarkets in 37 markets across the Middle East, Africa and Asia.With such a huge portfolio of lifestyle brands, designing, developing and executing a successful loyalty program was an immense challenge for the group and yet, they have achieved huge success for this complex yet compelling multi-brand programme.Joining me today to announce their latest awards and share some of the insights for the “Share” customer loyalty program is Kashmira Motiwalla, Group Head of Loyalty for the Majid Al Futtaim Group, based in Dubai.Show Notes:1) Kashmira Motiwalla2) Majid Al Futtaim Group3) Majid Al Futtaim Group's "Share" latest awards - The Marketing Society 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 episode focuses on the pan-European loyalty programme, Samsung Members, featuring expert commentary from Cathryn Lodwidge and Laura Moore.Laura is the European Head of Customer Data-Driven Marketing Retention & Loyalty and Cathryn is the European Cross Channel Retention Lead at Samsung Electronics. They are very passionate about developing and delivering global loyalty solutions that delight customers across multiple markets and, under their stewardship, Samsung Members has gone from strength to strength.They are key contributors to the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets.Listen to learn about Samsung Members – what the programme proposition is, what the big new news is and how the programme adapts its approach to different local market needs across Europe.Hosted by Charlie Hills. Show Notes:1) Cathryn Lodwidge2) Laura Moore3) European Loyalty Whitepaper4) Mando-Connect 5) 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 March 2022 Mando-Connect and YouGov launched their first report, “What Brits Want From Loyalty Programs Now“.This comprehensive, independent research analyses the topics, attitudes, opinions and behaviours that are driving the loyalty industry today in the UK, one of the most sophisticated and diverse markets for the loyalty industry worldwide.In this week’s episode of Let’s Talk “a little” Loyalty, Tom reviews the learnings from last years reports and looks at where we are a year on.Tune in to hear Tom’s summary from the original podcast hosted by Paula Thomas and featuring Charlie Hills from Mando-Connect alongside Nick Fishbourne from YouGov.Hosted by Tom PeaceShow Notes:1) Mando-Connect2) YouGov⁠2) Charlie Hills 3) ⁠Nick Fishbourne 4) “What Brits Want From Loyalty Programs Now” Research Report5) #203: Groundbreaking Research on What Brits Want From Loyalty

This episode features one of the loyalty industry’s leading strategy experts!Shannon Ottinger is the Vice President of Loyalty Consulting at Epsilon, based in Atlanta, and in this episode, she shares some extraordinaryexperience and insights on the key loyalty concepts that brands are excited about in our industry in 2023.Listen to hear how Epsilon is helping clients begin to measure *emotional* loyalty, a concept we all know is absolutely critical to focus on with our members, but it can be extremely hard to create emotional loyalty and even harder to measure it! Shannon also shares how brands are thinking about localizing their global loyalty strategies as well as other exciting examples of some exceptional loyalty programs she admires around the world.This episode is sponsored by Epsilon.Show Notes:1) Shannon Ottinger2) Epsilon3) Forrester Research Report: Epsilon named a Leader in The Forrester WaveTM: Loyalty Technology Solutions, Q1 2023

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 focused on the role of customer communications in driving customer loyalty.Rick Ferguson is a loyalty thought leader, with proven success in transforming traditional corporate communications into innovative, storytelling content across multiple platforms on a global scale.Today, he shares insights from his more than 20 years’ experience, including a reminder of the three fundamental drivers of customer loyalty - trust, commitment and reciprocity.We also discuss how our member communications can drive emotional loyalty - a lever that's often neglected as a way to optimize our programs.Show Notes:1) Rick Ferguson2) Phabolousity

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Loyalty programmes are traditionally designed to retain customers, but rarely is that incredible data used by marketing teams to inform how they run acquisition campaigns to ensure they focus on “profitable” new customers – quality over quantity!This technique has proved invaluable as cookies have disappeared from the toolset that digital marketers have relied on for so many years.In this week’s episode of Let’s Talk “a little” Loyalty, Tom showcases how we can all use the data and profiles of your most valuable loyalty programme members to help acquire new customers with the same profit potential, from the original podcast hosted by Paula Thomas and featuring Joseph Taylor, previously SVP of Strategic Consulting and Operations for Epsilon.Joseph shares real case studies and examples of brands who have already leverages this clever idea – so you can too!Hosted by Tom PeaceShow Notes:1) Joseph Taylor2) Epsilon Guide to Personalisation3) ⁠Epsilon4) #201: Leveraging Known Customer Data to Acquire New Members

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 are showcasing lessons and learnings from this year finalists who are each hoping to win one of the highly prestigious “International Loyalty Awards” being announced in London in June 2023.Our guest is David Parker, the Chair of the Judging Panel for the Awards.David is the CEO of Polymath Consulting, and an active fintech investor and advisor, with many years of expertise across some of the world’s best-knownadvertising agencies and building loyalty programs in global markets.David joins us to highlight the exciting trends that emerged from this year’s highly anticipated judging day.I hope you enjoy his insights from the Finalists of the 2023 International Loyalty Awards.Show Notes:1) David Parker2) Polymath Consulting3) International Loyalty Awards

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.ASDA is one of the UK's biggest grocery retailers, and in late 2022, with over seventy years already as a market leader, ASDA launched its first loyalty programme.ASDA Rewards is undoubtedly one of the most exciting loyalty programme launches in recent memory, given how well-known and well-loved this brand is with the British public, and it’s the last of the big grocery retailers in the country to launch a loyalty proposition.In this episode we meet Matt McLellan, a Vice President for Asda in the UK, who shares the thinking, approach and intentions for ASDA Rewards, and its "Pounds Not Points" proposition.Listen to learn how clearly this brand is devoted to delighting its customers, and how it's leveraging the power of data and creating a dialogue with its customers in order to achieve that.Show Notes: 1) Matt McLellan2) ASDA3) ASDA Rewards

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Circle K operates the largest global network of car washes, with more than 2,750 units worldwide and their subscription based loyalty program is hugely popular and successful.In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights a niche, but highly successful subscription based loyalty program for Circle K car wash, from the original podcast hosted by Paula Thomas and featuring Lars Hecht, who leads the car wash category globally.Circle K’s commitment to innovation has been the driving force of this dramatic evolution for the car wash industry, so listen to hear the complex and compelling journey they’ve been on to ensure the success of this new business model.From subscription insights to beacons, we discuss fascinating technology innovations that engage customers, increase trip frequency and create a powerful opportunity for recurring revenue.Hosted by Tom PeaceShow Notes :1) Circle - K2) Lars Kiib Hecht3) Circle -K - Unlimited Wash5) 200: Circle K's Subscription Car Wash Loyalty Programme

Today's episode of Let's Talk Loyalty celebrates Epsilon's success as a Leader in The Forrester Wave (TM) Loyalty Technology Solutions for Q1 2023.This is one of the industry’s most respected reports, designed to help marketers around the world assess loyalty technology providers.To help share this success story, I'm joined today by two senior executives from Epsilon based in the UK.Valerie Popeck is Epsilon EMEA's Senior Director of Strategy & Insights and we are also joined by Dave Allen, Epsilon’s Group Commercial Director - both across the EMEA region.In today’s conversation, we discuss key global challenges for loyalty professionals, including the all-important topic of measurability for loyalty investments, as well as the importance of managing expectations with internal stakeholders on what a loyalty program can deliver and when!Listen also to hear details of your FINAL opportunity to enter our “Loyalty Lab competition” for the chance to win a complimentary workshop with Epsilon’s loyalty experts.Show Notes:1) Valerie Popeck2) Dave Allen3) Epsilon4) The Forrester Wave (TM) Loyalty Technology Solutions for Q1 20235) “Loyalty Lab competition”6) Book: The Five Love Languages by Gary Chapman

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 a case study of leadership, a commitment to customers and other stakeholders – including the environment – and how a modern, learning organization created not just a new business, but the leading business in its category.In less than five years, URBN Brands’ Nuuly has gone from a concept to the leading company in the clothing rental subscription business, surpassing Rent the Runway in terms of the number of subscribers.Nuuly’s Kim Gallagher shares the story of how URBN identified a new business opportunity through customer insights that leveraged its core competencies – including its enlightened leadership team and the broader, supportive organization – and the not purely incidental benefit of a clothing business with more social responsibility in terms of sustainability.It's an inspiring lesson that the power of customer-led innovation, a willingness to take risks (especially amid the COVID pandemic) and a leadership team that empowers a learning organization can do great things that benefit all stakeholders in a pretty short period of time.Hosted by Phil Rubin.Show Notes:1) URBN Brands2) Nuuly3) Kim Gallagher

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.While it’s still a relatively young market, many loyalty programs in Poland are innovative, competitive and progressive. And there are more than 130 business-to-consumer loyalty programs.In this week’s episode of Let’s Talk “a little” Loyalty, Tom showcases some of the key points of interest from the comprehensive overview of the loyalty industry in Poland, from the original podcast hosted by Paula Thomas and featuring Tomasz Makaruk, CEO of i360Tomasz holds a PhD in Marketing and has spent more than a decade specialising in loyalty. Tomasz frequently publishes articles on his marketing blog, talking about the most interesting and complicated issues he sees when creating and managing loyalty programmes.Hosted by Tom Peace.Show Notes :-1) Tomasz Makaruk 2) i3603) Marketing Business Blog4) #197: Loyalty Insights from Poland

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Sally Beauty is a US based distributor and retailer of professional beauty products to both retail consumers and beauty salon professionals worldwide, and for the last two years, its Sally Beauty™ Rewards program account has been recognized by American consumers as one of their favorite loyalty programs.In this episode of "Let's Talk Loyalty", Gabriel Trujillo, Vice President CRM, Loyalty, Customer Analytics and Research at Sally Beauty shares his insights on how the brand continues to achieve this superb recognition for their loyalty program, driven by their extensive network of stores, and their inclusive workplace, which together deliver an incredibly high NPS score.Listen to learn some secrets to this success of this industry-leading retailer and their incredible customer loyalty.Show Notes:1) Sally Beauty2) Sally Beauty™ Rewards⁠3) Gabriel Trujillo4) Newsweek: Americas Best Loyalty Programs 2023 - Sally Beauty5) Sally Beauty - Investor Relations Presentation

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Dotz is a coalition loyalty program which was founded in Brazil more than 23 years, and has grown to over 50 million members, eventually becoming a public company in 2021.Roberto Chade is the co-Founder and CEO and he joins Let's Talk Loyalty today all the way from Sao Paulo.This story is amazing. Creating a pioneering business from nothing, to now over 50 million members, Roberto has a clear and compelling passion to make a difference in the lives of Brazilian people by increasing their purchasing power.Listen to hear his insights on some of the challenges and the key success factors for coalition loyalty programs in different markets around the world in the past, the present and of course in the future.Show Notes:1) Roberto Chade2) Dotz

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Virgin’s programme is described as the “red thread” that connects this diverse group of companies, and delivers on the extraordinary expectations that members expect, to ensure this international loyalty programme becomes as well loved as the Virgin brand is across the globe.In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights lessons from the global rollout of the Virgin Red, loyalty programme, from the original podcast hosted by Paula Thomas and featuring Andrea Burchett, International & Strategic Development Director at Virgin Red.Hosted by Tom Peace.Show Notes :-1) Virgin 2) Virgin Red3) Andrea Burchett4) #195: Virgin Red - The Red Thread Connecting the Virgin Brand Globally

"Data enrichment" can dramatically improve your customer's experience, regardless of how much or how little marketing technology already exists in your business.This is the compelling concept we learn on today's episode with Jamshed Mughal, Global Vice President of Strategy and Services for Cheetah Digital, part of the Marigold Group.Jamshed has worked for some of the biggest technology companies in the world, and in this episode, he shares his global perspective and advice on how brands can increasingly achieve loyalty as an outcome with customers, whether or not they have a structured loyalty program.Jamshed also reminds us of the differences between zero-party data and first-party data and the value of capturing both of these for your business.Listen to learn all about data enrichment with Jamshed Mughal, from Cheetah Digital by Marigold.This episode is sponsored by Cheetah Digital by Marigold.Show Notes:1) Jamshed Mughal: Global Vice President of Strategy and Services2) Cheetah Digital by Marigold3) Article: Digital Driving Growth in KFC China

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 loyalty market in Germany, featuring expert insights from ⁠Nicole Wilhelm⁠.Nicole is an independent customer loyalty expert, a well-known industry thought leader and an advocate for emotional loyalty.Nicole is a key contributor to the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets.Listen to learn about the loyalty landscape in Germany – what membership, appeal and impact look like in this market – and which programmes and key innovations should inspire us all.Hosted by Charlie Hills. Show Notes :1) Nicole Wilhelm2) European Loyalty Whitepaper3) Mando Connect 4) YouGov

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Air Canada has reimagined their points promise, offering flexible and unique rewards unlike any other airline.In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights the incredible relaunch of the Aeroplan rewards programme, from the original podcast hosted by Paula Thomas and featuring Derek Whitworth, former Managing Director of Marketing & Loyalty Optimization at Air Canada and currently Managing Director, Digital Channels.In this episode, Derek discusses the new Aeroplan proposition, with impressive new partners, unique upgrade awards and a host of new options for members. Aeroplan won the prestigious “Golden Loyalty Award for Excellence in Management” in 2021 and is beloved by Canadians.Hosted by Tom Peace.Show Notes :-1) Air Canada 2) Air Canada’s Aeroplan3) Derek Whitworth⁠ - Managing Director, Digital Channels4) #194: Air Canada’s Award-Winning Aeroplan Program

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Todays' guest is a nationally recognized, award-winning relationship marketing expert in the United States, whose agency has created or managed loyalty programs for brands like NASCAR, PetSmart, GNC and Chipotle.Listen to hear Incendio's Jenn McMillen, and her insights on emerging marketing trends that offer exciting possibilities to drive innovation in our loyalty programs.You will hear some powerful ideas around the emergence of some new demographic trends, the business of “live shopping” and the power of Booktok which are important across all global markets.Show Notes:1) Jenn McMillen2) Incendio3) Seth Godin blog: Generation C4) Forbes Article by Jenn McMillen: What Do 30 Million Zillennials Want? The Who, What And Why?

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Celeste Williams is Head of Marketing for Vitality South Africa. Celeste shares generous performance statistics on how this leading programme changes behaviour of its members.With over 40 million members worldwide in 40 countries, Vitality is a well known brand in the Healthcare industry.Through this interview, we learn how innovation, gamification and a relentless focus on a shared value model reframes the term ‘loyalty’ and can prove engaged members live longer.Discovery has a high performance culture which lives the Vitality way and this shines through in how Vitality rewards its engaged members so handsomely.Show Notes:1) Celeste Williams2) Discovery3) Vitality Rewards4) Vitality: Twitter5) Vitality: Instagram

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Cathay Pacific is an extremely innovative brand who have developed innovative new ways to engage with fliers and members through WhatsApp, virtual reality and social channels..In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights the lifestyle and wellness innovations of the Cathay Pacific Airways Program, from the original podcast hosted by Paula Thomas and featuring Paul Smitton, Former - Director of Customer – Lifestyle at Cathay Pacific Airways. Paula explains Cathay’s new brand positioning, as well as its newly-launched lifestyle proposition and insurance product, which focuses on total wellness, rewarding its members with air miles for setting and achieving health and nutrition goals.Hosted by Tom Peace.Show Notes :-1) Cathay Pacific 2) Cathay Membership3) Paul Smitton - Former Director Customer Life Style4) #189: Cathay Pacific Airways Launches Lifestyle & Wellness Innovations

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 features some incredible pan-European loyalty research which is literally hot off the presses.Charlie Hills, MD of Mando Connect in the UK joins "Let's Talk Loyalty" today to share their latest research report which is the first one researching loyalty insights from across Europe.Charlie shares key insights such as the membership, appeal and impact of loyalty programs across 24 European markets, featuring input from 7 loyalty experts and 3 loyalty program owners.We are joined also by Nick Fishbourne from YouGov who explains how this huge piece of research was conducted.Listen to learn all about loyalty in Europe.Show Notes:1) Charlie Hills2) Mando Connect3) Nick Fishbourne4) YouGov5) New European Loyalty White Paper

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 a fascinating conversation about the power of their loyalty to drive commercial value for one of the world’s leading hospitality groups – Accor.Headquartered in France, the Accor Group operates over 5,400 hotels in 110 countries across 40 brands from luxury to economy, each with their own distinct personality, price point and brand promise.As Accor brands, they can each access the ALL program, which combines compelling recognition and rewards for guests with their all-in-one booking platform.ALL focuses on making life simple yet special, and in this episode, we were joined by Mehdi Hemici, Accor’s Chief Loyalty & Ecommerce Officer, to hear the incredible journey that the business has taken to truly deliver this industry-leading program.As well as explaining their approach and his insights for the ALL program, Mehdi also shares their latest proposition – ALL PLUS which has just been launched in March 2023 – a subscription-based proposition which combines the power of rational value with extra peace of mind for guests.Listen to enjoy this episode with Mehdi Hemici from Accor.Hosted by Paula Thomas.Show Notes:1) Mehdi Hemici - Accor’s Chief Loyalty & E-commerce Officer2) Accor Group3) ALL - Accor Live Limitless4) ALL Plus

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Microsoft is one of the world’s most successful companies in technology, entertainment and in recent years, a leading platform in gaming.In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights the key features of the Microsoft Rewards program, from the original podcast hosted by Paula Thomas and featuring Adam Grupp, Former Director of Microsoft Rewards.Microsoft Rewards engages members for gaming online, through Xbox as well as its Bing search site, where users earn rewards that can be redeemed for in-game activities, passes and charitable contributions.Hear how Microsoft Rewards thinks about loyalty and Adam’s insights on key future trends for loyalty professionals to consider.Hosted by Tom Peace.Show Notes :-1) Microsoft 2) Microsoft Rewards3) Adam Grupp 4) #187: Microsoft Rewards - Insights and Ideas

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 features H&M - one of the world’s greatest fashion retailers.With over 150 million members of its program world-wide, H&M has achieved some incredible results, balancing its global loyalty proposition with local market needs, to stay relevant in this incredibly competitive sector.Our guest is Dominik Olejko, Regional Customer Insights & Engagement Manager for H&M in Eastern Europe.Listen to enjoy Dominik's incredible career spanning 15 years in retail loyalty for brands including Decathlon, Ikea and now H&M, as well as hispassion both for the traditional principles that drive loyalty as well as some incredibly inspiring and innovative projects that he has launched in this region.Hosted by Paula Thomas.Show Notes:1) Dominik Olejko2) H&M Group3) H&M Membership4) H&M App

Wojciech Kempny is the Consulting Director for Comarch covering Africa, Asia Pacific and other markets here in the Middle East region, and is truly someone known as a GLOBAL voice of loyalty!With such vast geographical responsibilities for Comarch’s loyalty clients, Wojciech joins the show to explain some of the fascinating cultural similarities and differences between these global markets.Listen to hear his fascinating insights on loyalty programs in Saudi Arabia – one of the most exciting markets for Comarch in 2023.We also talk about card-linked loyalty and other innovative propositions that Comarch clients have built in other markets.This episode is sponsored by Comarch.Hosted by Paula Thomas.Show Notes:1) ⁠Wojciech Kempny⁠2) Comarch⁠

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Points for Good is a programme partner for brand loyalty programmes that allow customers to donate reward points toward a social purpose.Listen to Tom Peace highlight this amazing business, started in India by Brian Almeida as Points for People and expanding globally. Brands have long partnered with charities, but keeping the relationship successful long-term can be a labor-intensive task.With a flexible platform that allows brands to customize the points structure and the charities offered, Points for Good is a great choice for loyalty managers with proven experience that satisfies an emotional loyalty connection with customers.Hosted by Tom PeaceShow Notes :- 1) Points for Good 2) Brian Almedia3) #185: Create Emotional Loyalty With Points For Good

Today's episode focuses on some exciting new loyalty insights relevant for marketers in the UAE.As part of their global expansion, Epsilon has been hard at work researching UAE consumer loyalty preferences, and is now sharing these retail benchmarking insights. Ganga Ganapathi, Epsilon's Vice President of International Marketing, shares the strategic thinking that led to Epsilon's decision to invest in this industry index, and some of the surprising findings that emerged in the UAE.In such an ambitious country, loyalty marketers are increasingly keen to truly understand how their brands compare to competitors in their industry in terms of earning their customer’s loyalty, as well as how they compare to other industries.Listen to enjoy my conversation with Ganga Ganapathi from Epsilon.This episode is sponsored by Epsilon.Hosted by Paula Thomas.Show Notes:1) Ganga Ganapathi2) Epsilon3) Epsilon Loyalty Index

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Richard Schenker is the Founder & Chief Customer Engagement Officer of Loyal Strategy Consulting and he is also a seasoned loyalty executive who talks with experience about Enterprise-wide data utilisation (EWDU).We debate the difference between EWDU and customer-centric retailing and the interview reveals many aspects of EWDU in the retail environment.Richard explains how data insight drives price and promotional optimisation and can be deeply used for category protection, focusing also on product development or product delisting decision making. Richard also advises how data insight can be used in guerrilla marketing rather than blindly following a marketing campaign.Hosted by Amanda Cromhout.Show Notes :1) Richard Schenker 2) Loyal Strategy Consulting

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.As Denmark’s largest retailer, The Salling Group serves over 11 million customers per week and operates more than 1,400 retail locations including restaurants, discount, grocery stores and coffee shops.In this week’s episode, Tom reviews the interview between Paula and Andras Szocs, Head of Customer Programs and Center of Excellence for The Salling Group (at the time of original publication in February 2022)Hear how they arrived at taking the less traditional route with this company-wide, fully-integrated digital marketing program, while keeping the program unique to the brands.Weaving in digital payments, coupons and gamification into the individual brand apps, The Salling Group apps have more than 1.2 million users in just over one year.Hosted by Tom Peace.Show Notes :- 1) The Salling Group 2) Andras Szocs3) #183: Denmark's Salling Group Customer Program's Highly Successful Launch

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 Rory Sutherland, the best-selling author of Alchemy, The Surprising Power of Ideas That Don’t Make Sense and the Vice Chairman of Ogilvy Group in the UK.Rory provides a fresh perspective on customer behavior, loyalty and brands – among other things – and it comes at a perfect time, ahead of the Loyalty Summit CXM conference in Zurich and a time when loyalty is in desperate need of innovation.Rory is fascinating to listen to, inspiring in his ability to think differently and today shares his refreshing joie de vivre with listeners of Let's Talk Loyalty!Hosted by Phil Rubin.Show Notes :1) Rory Sutherland 2) The Wiki Man from The Spectator3) Rory Sutherland on Twitter4) Ogilvy Consulting5) Loyalty Summit CXM

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 discusses the valuations, challenges, risks and opportunities of airline loyalty programs around the world.Our guest is Evert de Boer, whose firm "On Point Loyalty" specializes in offering consulting, capital and insights to the airline loyalty industry.On Point Loyalty produces a report every 3 years detailing its estimates of the valuations of over 100 airline loyalty programs around the world.Listen to this episodes to learn Evert’s insights on the reasons that airline loyalty programs in various markets have either increased in value (and quite dramatically in the case of Delta Skymiles) or in other markets, they have decreased in value.Hosted by Paula ThomasShow Notes:1) Evert de Boer2) On Point Loyalty3) Fidivio4) Report: Top 100 Most Valuable Airline Loyalty Programs

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, Tom reviews the interview between Paula and Robbie Kellman Baxter, the world’s leading expert on subscription pricing and membership models.Listen in to understand why program managers should consider offering subscriptions or paid for memberships to remain competitive.Robbie is a bestselling author, speaker and consultant with more than twenty years of experience providing strategic business advice to major organizations including Netflix and other notable brands.She is the author of The Membership Economy and The Forever Transaction and host of the podcast, Subscription Stories: True Tales from the Trenches.Hosted by Tom Peace.Show Notes :1) Robbie Kellman Baxter2) Website: robbiekellmanbaxter.com3) The Membership Economy4) The Forever Transaction5) Subscription Stories: True Tales from the Trenches. - Podcast 6) #177: Subscription Programmes as a Must-Have Tool for Brand Success

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 features an industry legend - Brian Kelly, who is well-known to millions of people as the “Points Guy” – the original travel influencer.Brian dramatically changed our industry when he took his lifelong passion of creating an extraordinary lifestyle for himself using his loyalty points, and created an entire empire around helping other people to do the same.Brian joins us on "Let's Talk Loyalty" as an industry voice who is truly passionate about helping consumers “learn, earn, and burn” their loyalty points – particularly in the US and UK markets where the Points Guy businesses operate.Listen to learn Brian's insights on the importance of CONTENT as a lever that I believe many loyalty program owners haven’t yet used as a brilliant way to differentiate themselves from competitors and engage their members.Hosted by Paula ThomasShow Notes:1) Brian Kelly2) The Points Guy

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 explores the connection between fans, especially sports fans, and Fanatics the company, which in the last decade has grown from a modest ecommerce retailer into one of the most influential and innovative companies in sports.Through hundreds of sites and dozens of retail locations, Fanatics offers the broadest assortment of fan merchandise and memorabilia worldwide, and has amassed a database of nearly 100 million fans that it will leverage as it expands into collectibles - Fanatics now owns the venerable Topps brand and is entering the hyper competitive sports betting market.Doug Glazer, Fanatics VP of Loyalty and Gift Cards, shares his insights as the lead for Fanatics’ enterprise loyalty initiatives, and also looks back on his experience at Nordstrom and Amazon, where he worked on Prime in its earliest years.It’s fitting for a loyalty discussion, and no coincidence, that Doug is based in Seattle, home of some of the most customer-obsessed companies in the world.Hosted by Phil Rubin.Show Notes:1) Fanatics2) Doug Glazer, VP of Loyalty and Gift Cards3) Fanatics CEO Michael Rubin on CNBC

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, Tom Peace highlights the key success factors that make eBucks such an amazing program.Back in January 2022, Let’s Talk Loyalty spoke with Johan Moolman, CEO of eBucks, about what makes his programme the one that South African people said they couldn’t live without.eBucks is a rewards program for FNB bank customers, providing rewards to card users for simply spending with their bank cards. The highly successful program has been running for 21 years and is multi-award-winning year after year.Hosted by Tom PeaceShow Notes :1) Johan Moolman2) eBucks3) #175:eBucks South Africa Wins Best Loyalty Programme of the Year 2021 AGAIN!

Today we hear some super perspectives on loyalty in the APAC region with our friends in Collinson.Our guests are Thomas Dornis, Vice President of Data & Insights, and Rohan Bhalla, Vice President of Business Solutions, both based in Singapore.Listen to hear their latest research on just how passionate customers are to travel again in 2023, and some great work Collinson is doing in the region to help brands tap into that incredibly popular reward category to drive customer loyalty.Rohan and Thomas also shared some deep insights on the importance of “reward innovation” as a key idea for loyalty professionals to be focused on, as well as other key customer engagement strategies that can be used by brands to differentiate themselves in today’s increasingly competitive markets.This episode is sponsored by Valuedynamx ( Part of Collinson Group)Hosted by Paula Thomas.Show Notes:1) Thomas Dornis, Vice President of Data2) Rohan Bhalla, Vice President of Business Solutions3) Collinson4) Priority Pass Global Traveller Sentiment Survey 2022

Piotr Kozlowski is a well-known and respected loyalty expert as the Vice President of Consulting for loyalty solutions at Comarch.With such incredible loyalty industry expertise throughout his career, Piotr is a real leader, with an incredibly interesting global perspective.In this episode shares his latest ideas on key trends and developments in loyalty worldwide.Listen to hear specific insights on the evolution of coalition loyalty programs, key trends in retail loyalty, as well as the growth and direction that loyalty initiatives are developing in the banking sector worldwide - a truly global perspective across some of our industry’s key sectors.With thanks to our friends in Comarch.This episode is sponsored by Comarch.Hosted by Paula Thomas.Show Notes:1) Piotr Kozlowski, Vice President of Consulting for loyalty solutions.2) Comarch.

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, Tom Peace summarises the key points from Steve Hui's interview with Paula Thomas about how earning loyalty points on airline schemes is easy but redeeming them is not.He shares his top tips and ideas for loyalty professionals to drive points redemption, which is vital for program health.Both Tom and Steve are passionate about airline loyalty programs and the collection of airmiles, and there are some great tips in here for loyalty program managers and frequent flyers!Hosted by Tom Peace.Show Notes:- 1) Steve Hui2) iFLYflat3) #173: Education and Inspiration - Ideas for Airline Loyalty Professionals**********************************************************************************This episode is sponsored by Phaedon.Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode features a truly inspirational customer relationship program from Quebec in Canada.SAQ is a retail brand, selling wines, beers and spirits from 3,700 suppliers from 80 countries.It is one of the best examples we have seen of using customer data in a way that’s equally meaningful to both customers and the business, which is owned by the Government of Quebec.Joining this episode to explain all about the “Inspire” program is Nevine Baracat, the CRM and brand lead for SAQ in Quebec, who explains how they have transformed their business from a traditional store to a digitally-enabled relationship which truly helps their customers “choose better”.Listen to enjoy the discussion with Nevine Baracat from SAQ, with thanks to our friends in Comarch.Hosted by Paula Thomas.Show Notes:1) Nevine Baracat2) SAQ3) SAQ: Inspire Program4) Comarch

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Tjhai A Eng is Head of Marketing & Loyalty at Matahari Department Stores in Indonesia.Matahari is the biggest department store chain in this vast country and its rewards programme is also the country's biggest retail programme.With over 7 million members, Matahari Rewards has re-invented itself based on strong customer insight and a customer-led engagement plan to re-invigorate its proposition after the tough impact of the COVID-19 pandemic.A Eng shares the KPI performance of the programme and how top executive management buy-in is key to its success. A lesson for all of us.Listen to learn some incredible loyalty insights from Matahari Rewards in Indonesia.Hosted by Amanda Cromhout.Show Notes:1) Tjhai A Eng2) Matahari Department Stores

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Cristina Ziliani is the Professor of Loyalty Marketing and CRM at the University of Parma, Italy, where she has been leading the “Loyalty Observatory” for an incredible 20 years.In this episode, she shares the work they do for the Italian loyalty community, which includes loyalty research, consulting and education across the entire field of loyalty, CRM, CX, and analytics.Tom Peace, from The Loyalty People, shares his thoughts on the great work Cristina and her team do, and showcases the insight and conference available from the Loyalty ObservatoryHosted by Tom Peace.Show Notes:-1) Cristina Ziliani2) University of Parma3) Loyalty Observatory 4) #171: Loyalty Insights from Italy

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 explores loyalty from a strategic marketing perspective – learning what drives loyalty as an outcome and as a feeling, rather than any one particular loyalty programme.Our guest is Jason Foo, the Founder and CEO of London-based agency BBD Perfect Storm, which specializes in brand and culture transformation, with a goal of unlocking “irrational loyalty” for its clients from their customers.Jason is also a Global Board Director and Treasurer of the Marketing Society, a Marketing Fellow and is on the Advisory Board of the Alliance of Independent Agencies.Listen to enjoy Jason's insights and loyalty strategy inspiration, with a healthy dose of mischief.Hosted by Paula Thomas.Show Notes:1) Jason Foo2) BBD Perfect Storm

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 looks at some of the recent work by Daniel McCarthy, Assistant Professor of Marketing at Emory University’s Goizueta Business School. Interestingly, Daniel's work straddles the academic and private sectors.Daniel's work with Wharton Professor Peter Fader on CLV (Customer Lifetime Value) at Zodiac was so valuable that Nike bought the company, and together they have developed innovative concepts such as CBCV, Customer-Based Corporate Valuation, with their new company, Theta Equity Partners. In this discussion, Daniel shares insights from his research on the after-effects of COVID on consumers, the value of subscription strategies and programs, and of course the value of CLV and CBCV and its uptake by investors, companies and the students he teaches at Emory University.Hosted by Phil Rubin.Show Notes1) Daniel McCarthy2) Emory University3) Daniel McCarthy - Website4) Theta5) Paper on COVID’s impact6) Phil Rubin7) Grey Space Matters

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Key insights from Meenakshi Nagarajan, SVP, Recurring Revenue and Loyalty from Panera Bread, a US bakery chain of over 2,000 cafes and one of the restaurant industry’s largest loyalty programmes.In early 2020, Panera Bread dramatically changed the loyalty industry with a disruptive subscription proposition, offering unlimited coffee for just $8.99 a month.Tom Peace, from The Loyalty People, shares his thoughts on this innovative approach to QSR customer loyalty, several years ahead of other brands who are only now looking at a subscription based model.Hosted by Tom Peace.Show Notes:- 1) Meenakshi Nagarajan2) Panera Bread 3) #169: Panera Bread Shares Subscription Insights - its Powerful, Disruptive Approach to Customer Loyalty.

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.The "Insiders Program" is an innovative loyalty program designed to solve the unique challenges of the nationwide body responsible for the promotion and success of the game of soccer in the USA.Olivia Hoelting is the Loyalty coordinator for the United States Soccer Federation, and she joined us to share the story of their program, which includes both a free tier and a subscription option for soccer fans.Using the tagline “Fuel your Fandom”, the USSF Insider’s Program offers a unique combination of benefits, designed to increase engagement among soccer fans, and to help the Federation achieve its vision to “make soccer the preeminent sport in the United States”.Hosted by Paula Thomas.Show Notes1) Olivia Hoelting, Loyalty coordinator for the United States Soccer Federation2) United States Soccer Federation3) U.S. Soccer Federation Insiders

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Phil Rubin is a global leader in customer marketing and loyalty strategy, and a loyalty industry entrepreneur who has created, grown, and led loyalty businesses in the USA for over thirty years.Phil's clients have included global icons such as Adidas, American Express, Citigroup, Disney, Estée Lauder, Mandarin Oriental, and Nike, and in this episode, we announce his role with "Let's Talk Loyalty", to guest host episodes with some leading loyalty personalities and brands in the coming months.As a recognized thought leader and sought-after keynote speaker, Phil is now the founder of Grey Space Matters, a growth and innovation firm working with technology companies, investors, and enterprise clients worldwide.Show Notes:1) Phil Rubin2) Grey Space Matters