Let's Talk Loyalty

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

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 Fred Reichheld, a legend of the industry. As the creator of the “Net Promoter System”, Fred Reichheld is a true legend in the loyalty industry. His career spans 44 years as a consultant, author of four best-selling books and an internationally-renowned speaker on loyalty.Tom Peace, from The Loyalty People, shares his thoughts on Fred’s latest book called “Winning On Purpose – The Unbeatable Strategy of Loving Customers” – which features some profound new ideas on the very fundamentals of how we do business.Hosted by Tom PeaceShow Notes :1) Fred Reichheld2) Tom Peace3) Loyalty People4) #167:Fred Reichheld - Loyalty Industry Legend - Launches "Winning On Purpose - the Unbeatable Strategy of Loving Customers"5) "Winning on Purpose: The Unbeatable Strategy of Loving Customers"

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.This interview of "Let's Talk Loyalty" features a marketing thought leader based here in the UAE, sharing her perspectives on driving customer loyalty.Maria Gedeon is a retail, destinations, and entertainment executive, with 20 years of experience building global brands here in the Middle East and North Africa.Maria is also a Board Member of the Marketing Society, and she has worked on a number of high-profile loyalty programs here in the UAE.Listen to hear Maria's passion for brands and sustainability, as well as her belief in the importance of “Customer Performance Indicators” - a fascinating change of focus and an idea that is relevant for loyalty marketers worldwide.Show Notes:1) Maria Gedeon2) Gedeon Mohr & Partners3) Article: The Most Important Metrics You’re Not Tracking (Yet)

Today we're sharing the latest insights from the 2023 Consumer Trends Index by Cheetah Digital.Our guest is Tim Glomb, VP of Global Content at Cheetah Digital, part of the Marigold family of martech products.This is the 4th year of this global trends index, and today Tim shares with us his favourite insights – such as how brand loyalty is continuing to grow, why consumers love the brands that they do, as well as some of the key reasons they say they’ve abandoned some loyalty programs. As well as the predictable reasons for engaging with loyalty programs, Tim also shares some of the LESS common strategies that consumers are beginning to expect from loyalty marketers in 2023. Listen today to enjoy my conversation all about the 2023 Consumer Trends Index with Tim Glomb from Marigold.   This episode is sponsored by Cheetah Digital.Show Notes:1) Tim Glomb, VP of Global Content at Cheetah Digital2) 2023 Consumer Trends Index3) Cheetah Digital4) Marigold

Key insights from Brad McDonald - Epsilon’s Vice President of Loyalty Strategy, from his interview in December 2021.Tom Peace, from The Loyalty People, shares his thoughts on how these predictions have held up and what’s going to win through 2023. Of particular interest is the growing customer need for emotional connections with their loyal brands and the move towards subscription based loyalty programmes.Hosted by Tom PeaceShow Notes:1) Brad McDonald, Vice President of Loyalty Strategy at Epsilon2) Epsilon3) #165: 2022 Loyalty Trends, Gamification and Subscription with Epsilon's Vice President of Loyalty Strategy4) Tom Peace5) The Loyalty People

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" is sharing the latest announcement and innovation from the Star Alliance – a co-branded credit card.This is the first co-branded credit card ever issued by an airline alliance rather than simply an individual airline.This new Star Alliance credit card offers people in Australia the opportunity to fast-track their status to Gold based on their everyday spend, even if they are not flying.It’s a radical new strategy and one that is proving to be an incredible success, so please do enjoy learning all about it from Renato Ramos, the Director of Loyalty for the Star Alliance.Show Notes:1) Star Alliance2) Renato Ramos, Director of Loyalty, Star Alliance3) Star Alliance and HSBC Australia reimagine airline rewards for consumers with a world-first credit card

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Domino’s Pizza in Indonesia has been winning loyalty awards all over the world in recent months, as they share their incredible strategies to create customer loyalty using customer analytics and data-led insights.While it's still a challenger brand in Indonesia, in today's episode, Mayank Singh, Domino's Chief Digital Officer in Indonesia, shares how he and his team are achieving dramatic behavior change and incremental ROI using the power of digital technology.For a true masterclass in loyalty marketing, please do enjoy our conversation with Domino’s in Indonesia, in association with our friends in Capillary Technologies.This episode is sponsored by Capillary Technologies.Show Notes:1) Mayank Singh, Chief Digital Officer, Domino's Pizza Indonesia2) Domino’s Pizza Indonesia3) Domino's Indonesia: Expanding its business across a vast nation with Google Maps Platform4) Loyalty strategy in Domino’s USA by Paula Thomas (Liquid Barcodes)5) Domino’s – a Technology Company! by Paula Thomas (Global Convenience Store Focus)

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 Isabelle Birem, the Senior Vice-President of Loyalty at Accor Hotels, from her interview from November 2021.Tom Peace, from The Loyalty People, shares his insights from this fascinating interview where Isabelle talks about some fascinating insight from the amazing Accor Live Limitless programme.Of particular interest is how Accor have ensured that loyalty is at the very heart of their brand marketing. Burn driving earn is also a key feature of this programme and Isabelle talks in great detail about the importance of creating customer value, which drives engagement and loyaltyHosted by Tom Peace.Show Notes:1) Isabelle Birem,Senior Vice-President Loyalty at Accor2) Accor3) #163 : Accor's Live Limitless Programme Focuses on Passion and Partnership4) Tom Peace5) The Loyalty People

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Costco is one of the world’s largest retailers, featuring warehouses and club memberships in eleven countries around the world.It is famous as a true pricing leader while delivering exceptional quality for its members, as well as “endless aisles” of both commodity products and unexpected “treasures” for members in their stores.Listen to hear the story of this incredibly successful business, as shared by Robin Ross, the Assistant Vice President of Corporate Marketing & Membership at Costco Wholesale in the United States.Robin shares Costco’s approach to driving customer loyalty as a mindset, and how mutually beneficial relationships have also been essential to consistently achieving such a profitable business for over 40 years.Hosted by Paula Thomas.Show Notes:1) Robin Ross, the Assistant Vice President of Corporate Marketing & Membership at Costco Wholesale2) Costco

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Dr Melanie van Rooy is Head of Marketing at Clicks, South Africa’s leading pharmaceutical retailer.Its loyalty programme is Clicks ClubCard and is the oldest retail loyalty programme in South Africa.Not only is it 27 years old, but Clicks ClubCard is for the 4th time, the most used loyalty programme by South Africans, according to the Truth & BrandMapp annual Loyalty Whitepaper.Dr Melanie talks through Clicks ClubCard’s heritage and how it remains relevant with a focus on simplicity, value, and convenience.The loyalty KPIs are impressive versus global standards.This is a solid case study of a loyalty programme delivered exceptionally well and remaining relevant over the test of time.Hosted by Amanda Cromhout.Show Notes:1) Dr Melanie van Rooy2) Clicks3) Clicks ClubCard4) Clicks ClubCard Magazine

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 Raghu Mahadevan, Chief Digital Officer for 7-Eleven, and his interview from November 2021.Tom Peace, from The Loyalty People, shares his insights from this fascinating interview where Raghu talks about some extremely interesting innovations that 7-Eleven uses to create customer engagement.7-Eleven had shared how their brand value is driven by customer loyalty and good old-fashioned service, convenience and customer experience as well as innovation.Tom shares his learnings from how 7-Eleven listen to their customers and react quickly to provide solutions that bring 7-Eleven to the heart of the local community.Hosted by Tom Peace.Show Notes:1) Raghu Mahadevan, Chief Digital Officer for 7-Eleven2) 7-Eleven3) LTL#161: 7-Eleven Shares Secrets to Success & Driving Loyalty with 7REWARDS.4) Tom Peace5) The Loyalty People

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.The International Loyalty Awards are the highlight of the global loyalty calendar, with leading loyalty brands from all over the world competing for the most prestigious awards in the industry.Now in their 11th year, the International Loyalty Awards celebrate loyalty programs across all sectors and in more than 86 countries, providing an opportunity for all of us to celebrate our work and our industry.Joining me today to discuss her insights as a Judge for the International Loyalty Awards is my colleague Amanda Cromhout.Listen to hear our secrets to success and winning an International Loyalty Award for your brand or program.Show Notes:1) Amanda Cromhout2) International Loyalty Awards3) International Loyalty Awards: Call for Entries

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.Ikea describes itself as a global retailer whose brand reaches millions of hearts and homes, united by a unique philosophy and approach.Joining me today to share how that philosophy creates customer loyalty is Penny Shaw, the Global Loyalty Manager for Ikea.Penny shares some of the initiatives that have emerged from deep customer insights to increasingly recognize and reward members of the Ikea Family program, not just for their transactions, but also for other ways they interact with the brand.As well as this innovation, Penny also explains the background and proposition for the brand-new Ikea Business Network – another entirely new concept, targeted at supporting the needs of small and micro business owners around the world.Show Notes:1) Penny Shaw, the Global Loyalty Manager for Ikea2) Ikea