Let's Talk Loyalty

Today’s episode features some incredibly exciting updates from the loyalty program I personally use most often, the award-winning Skywards program from Emirates Airlines.Emirates is known and respected globally as one of the world’s best and fastest growing airlines, and its loyalty program, Skywards now recognizes andrewards over 32 million members around the world!Based in Dubai, the Emirates Group employs over 103,000 staff from more than 160 nationalities and in early May 2023, they reported their post-pandemic turnaround results, delivering their best ever profit of US$ 2.9 billion.In today’s episode, I’m once again joined by Dr Nejib Ben-Kheder, Head of Emirates Skywards, who shares all their latest exciting news, including thelaunch of Skywards Everyday proposition, which will be fascinating to anyone considering launching a card-linked concept for your own loyalty program.Dr Nejib also explains how and why the value of the Skywards currency was recently adjusted, and how the program has managed to protect its most valuable members, while also reflecting the commercial needs of the airline.Other exciting news you’ll hear today include Dr Nejib’s incredible statistics on their earn rates for airline versus non-airline activities, which proves how effectively Skywards is achieving its goal to become a truly global lifestyle loyalty program, rather than simply an airline frequent flyer program.Hosted by Paula Thomas.Show Notes:1) Dr Nejib Ben-Kheder⁠, Head of Emirates Skywards2) Emirates Airlines3) Skywards program4) Skywards Everyday

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 Italy, featuring expert insights from Cristina Ziliani.Cristina is a Professor of Marketing at the University of Parma, Italy. She lectures on loyalty management and has been the Director of the Loyalty Observatory since 1999, dedicated to research, consulting and education on Loyalty Management, CRM and CXCristina 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 Italy – what membership, appeal and impact look like in this market – and which are the programmes and key innovations to be inspired by.Hosted by Charlie Hills. Show Notes :1) Cristiana Ziliani2) 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.Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she was joined by Brad Macdonald, Epsilon’s Vice President of Loyalty Strategy from May 2022, where Brad talks about the methods and importance of measuring the Value of Loyalty Marketing Investment.Brad describes the methods that Epsilon use to measure and predict loyalty strategy performance and most importantly, ROI.Hosted by Tom Peace.Show Notes:1) Brad Macdonald2) Epsilon3) #227: Measuring the Value of Loyalty Marketing Investment with Epsilon

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 the UAE’s latest loyalty program which has been recently launched by a fuel retailer.The Emirates General Petroleum Corporation is otherwise known as EMARAT, and they operate as a leading fuel and convenience store retailer across Dubai and the Northern Emirates.Our guest is Ali Bin Zayed, the Senior Manager Corporate Loyalty for Emarat, who has led the development and launch of Emcan, and today he shares the insights behind its name, how it was developed and some of its impressive early results.He also shares some of the highly innovative channels that are being used to support the incredibly diverse population of people from around the world who call the UAE their home.Ali explains how they chose their loyalty platform provider, and some of the upcoming industry-leading technology that they are implementing in order to ensure their business continues to offer more ease, simplicity and delightful experiences for their customers.Listen to enjoy this conversation with Ali Bin Zayed, Senior Manager Corporate Loyalty for Emarat.Show Notes:1) The Emirates General Petroleum Corporation2) Ali Bin Zayed⁠, the Senior Manager Corporate Loyalty for Emarat3) Emcan

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Today, Let's Talk Loyalty welcomes back an iconic airline brand that is long overdue a return visit to our show.American Airlines first joined us in April 2020 to share how they were thinking about their loyal customers and the role of the AAdvantage program in those first early days of the Covid pandemic.Now, three years on, we revisit this iconic program – which is in fact the longest-running computerised or travel loyalty program in the world.AAdvantage was established in 1981 with a laser focus on rewarding frequent flyers on American Airlines.Today, the program has more than 100 million members and has evolved dramatically.AAdvantage no longer considers itself a frequent flyer program, but instead a travel rewards program, and now they are once again leading the industry, with new ways for members to earn and keep their status in return for any of their loyalty within the Advantage eco-system.!To hear the full story, I’m thrilled to be joined today by Chris Isaac, Director of AAdvantage, to hear how Covid ironically created new insights for him andhis team on just how loyal their members were being – even when they were unable to fly!Listen to enjoy the latest insights from AAdvantage.Show Notes:1) Chris Isaac, Director of AAdvantage2) American Airlines⁠3) AAdvantage

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 weeks Let’s Talk a Little Loyalty podcast Tom reviews the original show hosted by Paula Thomas where she is joined by Matthew Stevens, Albertson’s Former Director of Loyalty Programs and Strategy, who shared how their loyalty program is supporting the dramatic transformation of their business, in direct response to changing consumer behaviours and expectations. The original interview with Albertsons showcases a masterclass in retail loyalty strategy and success.Albertsons is one of the largest food and drug retailers in the United States. Boasting almost 2,300 retail stores in the United States across multiple brands including Albertsons, Safeway, Shaw’s, Randalls and United Supermarkets among others.Hosted by Tom Peace.Show Notes:1) Matthew Stevens⁠, Former Director of Loyalty Programs and Strategy2) Albertson’s3) #222: Loyalty Leads the Transformation of Albertsons4) Safeway

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 industry insights from Giant Food, the #3 grocery chain in the United States.Our guest is Ryan Draude, who is leading Giant Food’s loyalty approach with a unique perspective!Ryan believes that loyalty leaders have a unique opportunity to create *rituals* that become meaningful moments in their member’s lives, and he is passionate about making sure we create *tangible value* in a way that matters now more than ever to shoppers.Listen to hear Ryan’s willingness to be courageous with his work, and especially how he said how success often comes from deciding to simply "shut up and listen".Enjoy this masterclass in loyalty with Ryan Draude, Head of Loyalty at Giant Food.Show Notes:1) Ryan Draude2) Giant Food

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This show is extraordinary as we hear Paula’s voice but as the Let’s Talk Loyalty guest rather than show host. Paula shares the evolution of the Let’s Talk Loyalty show which is already in the top 3% of global podcasts and three times higher listenership per show than average B2B podcasts.We learn of Paula’s original intent for starting Let’s Talk Loyalty almost 4 years ago and her future vision and plans to expand into Loyalty TV later this year. Moreover, we learn about the power of content marketing for not only brand management but for loyalty programmes to embrace emotional loyalty.Hosted by Amanda Cromhout.Show Notes:1) Paula Thomas2) Let's Talk Loyalty

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.In this weeks episode of Let’s Talk “a little” Loyalty Tom’s reviews Paula’s original podcast with Adam Posner, who talks about his hugely popular “For Love or Money™ Australia” research report and insights from 2022Adam explains key insights from his research and discusses what compels consumers to join a loyalty programme and the “3 Bs” of loyalty: behaviour, belief and belonging. We also talked about generational differences in loyalty preferences, rewards and even currency types.Whether you are working in loyalty marketing in Australia or elsewhere, these consumer insights offer invaluable ideas to reflect on.Tom’s provides a great review of Adam’s superb insight, highlighting the key messages from this great original podcast.Hosted by Tom Peace.Show Notes:1) Adam Posner, CEO and Founder, The Point of Loyalty2) For Love or Money™ 2022 Australia 3) The Point of Loyalty 4) #219: "For Love or Money" - Australian Consumer's Loyalty Perspectives For 2022

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 meet the CEO of an iconic brand here in the UAE.Dubai Golf was established in 1988 and manages some of the best-loved golf clubs in the whole region, Emirates Golf Club, Jumeirah Golf Estates and Dubai Creek Golf & Yacht Club.The company is incredibly proud of its internationally acclaimed championship courses, and has also successfully evolved its hospitality and entertainment business, with both casual and fine dining restaurants of offer, as well as beautiful swimming, fitness and tennis facilities.Leading the development of the whole group is the CEO Chris May, who joins today to share how the business really values and nurtures loyalty its members, having created a lifestyle app called Viya that allows both members and non-members alike to book rounds of golf, dining or other facilities and earn rewards.Listen to enjoy our conversation with Chris May all about Dubai Golf and Viya Rewards.Show Notes:1) Dubai Golf2) Emirates Golf Club3) Jumeirah Golf Estates4) Dubai Creek Golf & Yacht Club5) Viya Rewards6) Chris May

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 features our friends in Bond Brand Loyalty and their annual Loyalty Report.The Loyalty Report is an annual survey, and this year, Bond has tracked a quarter of a million consumers globally, from more than 750 brands, in dozens of industries, across every type of loyalty strategy.With so much scale and visibility from global markets, the 2023 Loyalty Report truly highlights the key insights loyalty program managers need to know right now, such as the number of programs that consumers say they are members of and active in. It’s not surprising to hear that this year, consumers are finding more loyalty programs to join, and they are enrolling and engaging in them more than ever.So, the stakes are getting higher, as is the level of competition, so it’s even more critical to hear what consumers are telling us that they value in 2023, and the opportunities that still exist for true differentiation.Listen to hear the insights from this year’s Loyalty Report as I discuss them with Maegan O’Neill and Sean Claessen from Bond Brand Loyalty, who share their key take-outs and watch-outs for leading brands and loyalty programs in 2023!Show Notes:1) Bond Brand Loyalty2) 2023 Loyalty Report3) Maegan O'Neill4) Sean Claessen

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she is joined by Kristi Gole, VP, Head of Product at Global Hotel Alliance to hear how this model works and benefits both the brands and consumer members.The Global Hotel Alliance (GHA) is the world’s largest alliance of independent hotel brands, supporting 35 hotel brands with more than 500 hotels across 85 countries, each leveraging the DISCOVERY guest recognition programme to drive loyalty with guests.This alliance allows small and independent hotels to compete with global hospitality brands, while still operating independently and giving consumers the opportunity to earn rewards across their many brands.Listen to Tom’s views on how GHA build loyalty across independent hotel groups as well as finding more ways to reward travellers.Show Notes:1) ⁠Kristi Gole⁠2) Global Hotel Alliance3) GHA’s DISCOVERY guest recognition programme4) #218: Anantara, Avani, Kempinski - Leveraging the GHA "Discovery" Program To Drive Customer Loyalty for Independent Hotel Brands

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 celebrates a brand that recognizes and rewards a relatively forgotten segment of the community – those who educate children!Lakeshore Learning Materials is one of the most innovative manufacturers of educational materials in the United States, specializing in top-quality products for the home and classroom.Originally founded as a toy store in 1954, Lakeshore Learning Materials now operates sixty stores and a thriving online business, catering to both teachers and parents.The business had been operating a program called the “Teacher’s Club” for over 20 years, but about 2 years ago, it realized it needed a complete overhaul!Alex Tavera was brought on board to advise on a complete redesign and a new strategy for the business, and in late 2021, he led the launch of their new loyalty program.With a new name and a completely new strategy, combined with some great technology and a supportive leadership team, Lakeshore Rewards is now an incredibly exciting program that is going from strength to strength!Listen to enjoy this inspirational conversation with Alex Tavera, Director of CRM, Email and Loyalty with Lakeshore Learning Materials.Show Notes:1) Lakeshore Learning Materials2) Alex Tavera3) Lakeshore Rewards4) #84: Virgin Red Loyalty Programme Launches in the UK5) #195: Virgin Red - The Red Thread Connecting the Virgin Brand Globally

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 The Czech Republic, featuring expert insights from Radek Hrachovec.Radek has dedicated the last 20 years of his professional life to loyalty programmes and direct marketing and is one of the most skilled practitioners in Central Europe and a Partner of the Voxwise company.Radek 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 The Czech Republic – what membership, appeal and impact look like in this market – and which are the programmes and key innovations to be inspired by.Hosted by Charlie Hills. Show Notes :1) Radek Hrachovec2) European Loyalty Whitepaper3) Mando-Connect 4) YouGov5) Voxwise6) Net Loyalty Score introduction

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas featuring a conversation with James Berry, Commercial Director, Valuedynamx at Collinson where he shares game-changing concepts he believes are becoming pivotal for loyalty professionals.Listen to Tom’s views on the dramatic changes in consumer behaviour, and some of the innovative ways that Collinson have found to connect programs, consumers and merchants in order to ensure loyalty programmes become even more relevant in everyday lives, as well as emerging technologies like NFTs and cryptocurrencies.Hosted by Tom Peace.Show Notes:1) James Berry2) Valuedynamx (Part of Collinson Group)3) #216: Everyday Loyalty - Connecting Customers, Members and Merchants

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 features our friends from the *Loyalty and Awards* conference, which is the largest annual conference dedicated to loyalty managers in the travel sector.Ahead of this year’s event in Rio de Janeiro, Ravindra Bhagwanani, shares his views on the state of the loyalty industry in 2023 and some of the key challenges he sees for loyalty practitioners in the travel sector.These trends of course are also helping to shape the content and agenda for the Loyalty & Awards conference agenda being planned for our meeting in Brazil this October, so listen to hear the topics that I’m looking forward to hearing presented on stage this year.Ravindra also highlights some key improvements in this year's Golden Loyalty Awards, to inspire those of you who operate programs to enter your programs.Listen to enjoy some insights and inspiration on travel loyalty and the upcoming Loyalty and Awards conference with Ravindra Bhagwanani, Managing Director of Global Flight.Show Notes:1) Ravindra Bhagwanani⁠2) Loyalty and Awards3) Golden Loyalty Awards4) Loyalty & Awards conference agenda

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Fionna Ronnie is Head of Customer and Loyalty at The Foschini Group. Whilst TFG is based in South Africa, it spans 5 continents, 26 countries and has 34 leading retail brands in its stable.Its loyalty program, TFG Rewards,is the biggest in retail in South Africa with 30 million + members.Fionna shares KPI results, data strategies, customer centric retailing approach and how the Customer team are the life blood of TFG Rewards. This team underpins everything driven for a future customer narrative of this extremely impressive retail group.Hosted by Amanda Cromhout.Show Notes:1) Fionna Ronnie 2) The Foschini Group3) TFG Rewards

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas featuring a conversation with Henry Christian. LinkedIn loyalty guru and independent loyalty consultant.Henry has many years of experience guiding brands and managing loyalty programmes throughout Asia. Henry shares insights on the importance of speaking like a CEO, leveraging customer data and how A/B testing can prove valuable instead of making assumptions for members versus non-members.Henry shared strategies for membership retention and acquisition talks about a very important principle that loyalty is not a program, it is an outcome to expect from your customers.Hosted by Tom Peace.Show Notes:1) Henry Christian2) LinkedIn Loyalty Post – Speak Like a CEO3) #215: Loyalty Insights from Asia - Speak Like a CEO

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 Australian retail brand that has won recognition both as the “Innovation Champion of the Year” as well as being rated one of Australia’s COOLEST brands!Barbeques Galore is a nationwide speciality retailer that is dedicated to nurturing Aussie’s love of outdoor cooking and helping everyone “barbeque better”.We are joined by Mike Ainsworth, General Manager of Marketing and Customer with Barbeques Galore, who shares the insights behind their Barbeque Legends Club.As you will hear, this wonderful proposition uses the power of community, education and inspiration from Australian barbeque industry legends, to help their customers find even more joy and connection with their friends and families when they gather together around the barbeque flame!Listen to learn some truly innovative loyalty insights from Mike Ainsworth and the Barbeque Legends Club.Show Notes:1) Barbeques Galore2) Mike Ainsworth3) Barbeque Legends Club

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 Indonesia's GoTo Group, which is the largest digital ecosystem in the country.This Group is a publicly-traded company, and it combines on-demand services like ride hailing and food delivery, as well as e-commerce functionality and financial services under various brands.Their first platform is the first one in Southeast Asia to host these three essential use cases in one ecosystem, and it already captures a majority of Indonesian consumer household expenditure, which is even more impressive when you realise that Indonesia also enjoys the fourth largest population of any country on the planet!In 2022, the GoTo Group appointed Henry Christian as their SVP Head of Loyalty, and today he joins us to share the amazing opportunities and of course challenges of driving profitable behaviour change for such an exciting business with so many internal and external stakeholders to delight.Henry is truly a “global voice of loyalty”, so listen today to hear my conversation with Henry Christian from GoTo Group, all about driving loyalty for the largest technology brand in Indonesia.Show Notes:1) GoTo Group2) Henry Christian

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.In 2022 Shangri-La transformed their beloved Golden Circle loyalty program into a powerful direct-to-consumer platform, to include digital marketing, mobile and e-direct capabilities, social media and content development, rewards marketing operations and global brand partnerships.Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas featuring a conversation with Kevin Siew, formerly Vice President and Head of Shangri-La Circle, the latest innovation from the Shangri-La International premium global hotel management group.Hear how they have crafted their latest proposition to further enrich their appeal to travellers of all ages and backgrounds, and allow for greater freedom and flexibility, including iconic lifestyle partnership.Hosted by Tom Peace.Show Notes:1) Shangri - La Hotels & Resorts 2) Shangri-La Circle3) Kevin Siew, Former Vice President and Head of Shangri-La Circle4) #213: Relaunching The Shangri-La Hotel Rewards Program

Let’s Talk Loyalty today features Mastercard, who as well as being one of the world’s leading payment providers, are also in fact, one of the world's largest loyalty services providers.With so much global loyalty expertise, we were thrilled with the opportunity to meet Stephanie Meltzer-Paul, Mastercard’s Executive Vice President of Global Loyalty, who joins us today to share Mastercard’s latest announcement and partnership with Expedia called “Travel With Rewards”.Stephanie also shares her insights on some of the emerging trends in loyalty in 2023, garnered across the incredible roles she has held in her career to date, leading loyalty and driving performance for various multi-billion-dollar digital channels for some of the US market’s biggest hospitality and restaurant brands.Listen to learn from this inspiring conversation with Stephanie Meltzer-Paul, Executive Vice President of Global Loyalty with Mastercard.This episode is sponsored by Mastercard.Show Notes:1) Mastercard2) Stephanie Meltzer-Paul3) Expedia4) Travel With Rewards5) Expedia Group and Mastercard turn everyday spending into extraordinary experiences

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This episode of Let’s Talk Loyalty shares some early insights from one of the keynote speakers at this year’s Loyalty & Awards conference in Rio de Janeiro.CarTrawler is one of Ireland’s great technology success stories, and as a B2B technology brand that partners with many of the world’s leading airline loyalty programs to deliver their car rental proposition, we were delighted with the opportunity to chat with their Head of Loyalty - Heather Nolan.Listen to this episode to learn Heather's fascinating perspective on the principles of partnerships and driving loyalty in the travel industry, particularly for younger demographics who might not yet travel frequently enough to qualify for top-tier status and bonuses, yet who are incredibly important for the future growth and profitability of any airline.Show Notes:1) CarTrawler2) Heather Nolan3) Loyalty & Awards - Rio de Janeiro

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 Ireland is a highly successful and well-known fuel convenience retail brand in Ireland, the market leader for food, fuel and convenience retail.Tune in to hear Tom’s summary from the original podcast hosted by Paula Thomas featuring a conversation with Eadaoin Keane, Head of Marketing for Circle K Ireland who won the “Best Loyalty Programme 2021” from the Irish Loyalty Awards for their “Play or Park” programme.Circle K’s "PLAY or PARK” loyalty programme features gamification, rewards and charitable contributions, benefits the members and business in equal measure.Listen to hear how Eadaoin and her team continue to build new campaigns within “PLAY or PARK” to support Irish Olympic athletes, connecting with customers through local community activations, growing the programme’s membership and ultimately winning the hearts of Irish customers.Hosted by Tom Peace.Show Notes:1) Circle K Ireland⁠2) Eadaoin Keane3) Irish Loyalty Awards4) "Play or Park"5) #212: Circle K's Award-Winning "PLAY or PARK" Programme in Ireland

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