Let's Talk Loyalty
538 episodes - English - Latest episode: 1 day ago - ★★★★★ - 16 ratings“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals.
If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world.
Check out our website on: http://www.letstalkloyalty.com/
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Episodes
#37: A Compelling Concept - Return on Loyalty
May 27, 2020 21:00 - 46 minutes - 53.5 MBStatisticians are familiar with the concept of “self-selection” but it’s rarely discussed, understood or accounted for when determining your “return on loyalty”. Simply because your most loyal customers have joined your programme, does not mean your programme improved or caused them to become more loyalty. In today’s fascinating discussion around the challenge of “self-selection”, my two guests who co-founded the "customer science" firm Ellipsis, discuss how they isolate, measure and define...
#36: Rakuten Rewards
May 20, 2020 21:00 - 37 minutes - 51 MBWith over 15 million members, Rakuten Rewards is one the world’s largest cashback programs, and to date it has paid out over $2 billion to members across online and offline retail stores in the United States! In this episode of Let's Talk Loyalty, I interview Kristen Gall, President of Rakuten Rewards, to understand the power of affiliate marketing, their partnerships with American Express and Live Nation - as well as their global sponsorships with FC Barcelona, The National Basketball Ass...
#35: What the Brits Want From Loyalty
May 13, 2020 21:00 - 49 minutes - 56.2 MBLoyalty Managers around the world often look to the UK for inspiration and exciting new ideas and trends. YouGov is the UK’s “most quoted research agency” on consumer opinion, and earlier this year, together with Mando Connect, they again turned their attention to understanding what British consumers really want from loyalty programmes. Listen to this week’s episode of “Let’s Talk Loyalty” to hear us discuss the 2020 UK loyalty whitepaper, including some exciting new innovative UK loyalty ...
#34: 119 Customer Loyalty Ideas to beat COVID-19
May 06, 2020 21:00 - 48 minutes - 56 MBOn 20th March 2020, Adam Posner posted a call to action on LinkedIn asking loyalty and business professionals worldwide to collaborate and contribute ‘119 customer loyalty ideas to beat COVID-19'. By the 7th of April 2020, the target of 119 ideas was achieved and an eBook was compiled featuring expert insights from 63 loyalty experts around the world. In this episode of "Let's Talk Loyalty" I interview Adam for his favourite ideas and share my own. A super useful eBook at this unusual ti...
#33: Loyalty Insights from Epsilon
April 29, 2020 21:00 - 36 minutes - 33.8 MBAs the loyalty platform partner for brands like Dell, Dunkin' and Walgreens, Epsilon powers customer conversations and communications for some of the best brands in the world. In this episode, I interview their Vice President of International Operations, Joseph Taylor who shares his insights on key opportunities for loyalty program managers around the world. With a background running customer programmes and platforms for leading brands like Adidas and Nokia, Joseph explains how best to mana...
#32: AAdvantage & American Airlines - Caring for Loyal Customers through Challenging Times.
April 23, 2020 01:00 - 33 minutes - 42.7 MBAs President of the AAdvantage Program and Vice-President of Customer Loyalty and Insights at American Airlines, Bridget Blaise-Shamai leads a team of over 700 loyalty and customer service professionals running one of the world's most popular loyalty programs. Founded in 1981, the American Airlines Advantage program boasts almost 40 years of expertise with a clear intention to continually delight customers - even during this current quarantine when so many of us cannot travel. Bridget (who...
#32: AAdvantage - Caring for Loyal Customers through Challenging Times.
April 22, 2020 21:00 - 33 minutes - 46.4 MBAs President of the AAdvantage Program and Vice-President of Customer Loyalty and Insights at American Airlines, Bridget Blaise-Shamai leads a team of over 700 loyalty and customer service professionals running one of the world's most popular loyalty programs. Founded in 1981, the American Airlines Advantage program boasts almost 40 years of expertise with a clear intention to continually delight customers - even during this current quarantine when so many of us cannot travel. Bridget (who...
#31: Innovative Ideas and Emerging Tech in Loyalty
April 15, 2020 20:00 - 36 minutes - 42.1 MBIn today's episode of "Let's Talk Loyalty", I chat to Simon Rowles, a fellow Customer Loyalty Marketing Professional (CLMP) and CSN consultant for Australia. Simon has a unique background in technology development which gives him a fascinating perspective on emerging technology in the loyalty industry and how disruptive platforms can offer innovative ideas that truly drive increased customer engagement and retention. Led by some great loyalty statistics, Simon discusses how Australia is re...
#30: (Before Covid 19) Five UK Trends for 2020
April 08, 2020 22:00 - 16 minutes - 18.6 MBThis episode of "Let's Talk Loyalty" was recorded in early March 2020 - some weeks before all of our lives were consumed by the very real threat of the Corona Virus. I had written an article about the key UK Trends predicted in 2020 for my colleagues in Liquid Barcodes - and wanted to share these ideas with my own audience as well as theirs. The UK market is a dominant influence on marketing worldwide and one of my favourite resources to stay up to date on how technology, communications and...
#29: Rewarding Loyalty with Luxury Experiences.
April 01, 2020 22:00 - 40 minutes - 45.9 MBThe Chalhoub Group is the largest retailer for luxury across the Middle East since 1955 with over 12,000 employees and a portfolio of some of the most exclusive brands in the world. With over 700 stores, the Group has spent the last two years defining and developing a unique loyalty programme proposition to appeal to premium customers and the luxury brands themselves. In this episode of "Let's Talk Loyalty", I interview Nida Unas, Head of Group Loyalty at Chalhoub Group who tells us about ...
#28: Corona Virus Challenges - Solutions for Convenience Retailers
March 25, 2020 22:00 - 25 minutes - 29.2 MBWith much of the world locked down for the forseeable future, the conversations around loyalty are changing. Safeguarding our customers, our staff and ourselves has become our biggest concern. While businesses adapt and loyalty programmes evolve, agile retailers who may never have needed to allow their customers to "pre-order and pre-pay" are now recognising the power of digital platforms to support social distancing, particularly in convenience retail. As a consultant to the convenienc...
#27: Customer Loyalty and Landscape Research - South African Insights
March 18, 2020 19:00 - 42 minutes - 49.2 MBWith an extra-ordinary career spanning almost 30 years for some of the world's top loyalty brands, Amanda Cromhout is a recognised leader in loyalty. Now based in South Africa, she has created a dedicated loyalty agency which publishes an annual white paper on the key trends in loyalty with South African consumers. Listen to this week's episode to learn why some consumers in South Africa DON'T use loyalty programmes, and which ONE programme they rate above all others (if they HAVE to choose...
#26: Australia’s Favourite Loyalty Programme - flybuys – 5 Lessons Learned in 25 Years
March 11, 2020 18:00 - 41 minutes - 56.7 MBCoalition programmes are notoriously difficult to get right. Managing partners, data and a compelling value proposition are extremely difficult to do – but the power and potential of these programmes is extra-ordinary – as proven by flybuys Australia when it recruited a million members in its first week alone! Phil Hawkins is Operations Director for flybuys and has spent much of his career supporting its incredible success. In this episode of “Let’s Talk Loyalty” Phil talks us through 5 le...
#25: Skywards - Loyalty Programme for Emirates and Fly Dubai - Interview with Dr Nejib Ben Khedher
March 04, 2020 18:00 - 45 minutes - 62.1 MBAirline loyalty programmes around the world are recognised and respected as the pioneers of the industry, driving billions of dollars of ancillary revenue for those that truly delight their members. As one of the largest airlines in the world, Emirates Airline is approaching the 20 year anniversary of its loyalty programme Skywards which now boasts over 27 million members around the world. Today's episode features an exciting conversation with Dr Nejib Ben Khedher, Divisional Senior Vice P...
#24: Loyalty Academy and The Wise Marketer - Partnership Announcement
February 26, 2020 18:00 - 54 minutes - 75.1 MBThis week I am super excited to announce a partnership with my friends in "The Wise Marketer™" - the world's most widely read source of news, and insights on everything to do with loyalty and customer-centric marketing. Both they and I are equally passionate about sharing knowledge in the loyalty industry and this partnership is the perfect way to do that. Today's episode features an interview with the CEO of The Wise Marketer - Bill Hanifin - a group which also includes the "Loyalty Aca...
#23: Dan Gipple on Leveraging Loyalty Psychology to Drive Social Change.
February 20, 2020 00:00 - 45 minutes - 62.7 MBLoyalty programmes are best known as a powerful tool to drive consumers to buy more and spend more however in some rare cases such as "Bella Mossa" in Italy, the programme is drive social change and sustainable behaviour. In this episode, Dan Gipple, founder of Better Points, together with Marco Amadori of the City of Bologna Public Transport Authority, created a unique programme to incentivise residents of Bologna to cycle, walk and use public transport instead of driving - and with remar...
#22: Driving Loyalty Using CX or "Customer Experience" Mindset
February 13, 2020 01:00 - 46 minutes - 63.7 MBCX – or “customer experience” has exploded in recent years as a powerful business tool that truly drives customer loyalty and advocacy – not “just” using structured loyalty programmes, but by re-engineering your whole business in order to delight customers. Today’s episode of “Let’s Talk Loyalty” features an interview with Michael Killeen, founder of the “CX Academy” to figure out why so many companies are appointing CX professionals in their senior management teams, and how we as loyalty p...
#21: Loyalty Lessons from Australia
February 05, 2020 22:00 - 33 minutes - 38 MBAustralia is renowned as a sophisticated market when it comes to loyalty - and who better to talk us through it than Sarah Richardson - Chairperson of the Australian Loyalty Association. Sarah has an extensive career that spans over twenty years in direct marketing, CRM and also strategic loyalty programmes on both the agency and client side. Sarah now operates her own consultancy firm and loves to bring together the loyalty community in key cities in Australia to share ideas, training and...
#20: Leveraging customer passions for your loyalty programme.
January 29, 2020 22:00 - 46 minutes - 53.1 MBFilm, music and games are all assets that loyalty programme owners can leverage to drive emotional engagement with members. Listen to this episode to hear partnerships expert Tom Sugg from Brand Culture London explain how to leverage the power of the world's most popular entertainment brands as partners to engage your customers around their passion points.
#19: Loyalty Experts Worldwide - An Interview with the "Customer Strategy Network"
January 22, 2020 22:00 - 45 minutes - 63 MBRunning a loyalty programme can be challenging in many ways - with so many internal stakeholders and members to manage,. From platform decisions, through to legal and privacy management and of course increasing expectations for programmes to drive measurable returns. Who can you turn to for advice, a second opinion and access to global loyalty brain power? One place is the "Customer Strategy Network" - of which I'm delighted to be a member. Our organisation is a global network of loyalt...
#18: Trends in Loyalty - My Predictions for 2020
January 15, 2020 22:00 - 13 minutes - 15.3 MBToday's episode discusses my ideas on loyalty TRENDS emerging for 2020 and beyond. Beyond the more frequently-touted ideas around personalisation, subscription programmes and environmental considerations, I've chosen three topics that excite me that include some innovative opportunities to consider as you plan your programme's evolution. Show Notes: 1) The CX Academy: https://thecxacademy.org/ 2) Gartner Customer Experience Survey: https://www.gartner.com/smarterwithgartner/key-findings...
#17: Deon Olivier Discusses Fuel Loyalty, Health Insurance Loyalty and Propositions for Financial Services Loyalty
January 08, 2020 13:29 - 1 hour - 86.8 MBDeon Olivier is an expert loyalty consultant in South Africa with over two decades of experience across telecommunications, financial services and fuel and convenience retail. Today we discuss Discovery Vitality - a world-leading loyalty programme within the health insurance, car insurance and banking sectors. We also discuss some unique concepts within retail banking as well recent developments in fuel retail and convenience stores in the South African market. Show Notes: Deon Olivier: h...
#16: British Gas Rewards - Award Winning Loyalty Programme
December 18, 2019 17:00 - 50 minutes - 46.6 MBToday's episode of "Let's Talk Loyalty" features exclusive insights from an award-winning UK loyalty programme that's loved by millions. The brief: How can you make customers feel truly recognised and appreciated when faced with negative media perceptions, industry regulations and an intensely competitive landscape? British Gas Rewards set out in 2017 to do exactly that. Instead of a points-based coalition programme, customers were asking for simplicity and exclusivity and so the new Br...
#15: KPMG Global Report - The Truth About Customer Loyalty
December 11, 2019 17:00 - 51 minutes - 47 MBKPMG is one of the world's top management consulting firms and one of the "Big Four" accounting organisations globally with offices in over 150 countries globally. Its advisory services include advising governments, public and private firms on best practice in customer experience and driving loyalty. This includes comprehensive research including its latest report entitled: " The Truth about Customer Loyalty" - described as a report in which the world’s consumers reveal what keeps them c...
#14: British Airways Executive Club - Airline Loyalty Insights
December 04, 2019 17:00 - 35 minutes - 32.2 MBThe British Airways Executive Club is an industry-leading loyalty programme designed to engage frequent fliers all over the world. This episode discusses how British Airways is using the Executive Club to differentiate itself in the truly competitive landscape of airline travel. As Loyalty Manager for British Airways, Niall Rooney shares his insights on key trends in loyalty marketing and how customer preferences and performance are driving the airline's internal thinking to ensure these k...
#13: Earth Rewards - A Loyalty Solution for the Environment
November 27, 2019 17:00 - 50 minutes - 46 MBClimate change is the number one concern for millions of people around the world - whether we've been directly affected by it or simply alarmed by the damage our lifestyles are doing to the planet. It's time to find tools to measure and minimise our impact on the planet and Earth Rewards is a brand new solution doing exactly that! Listen to this episode to learn how ANY loyalty programme can partner with Earth Rewards to make a real difference to the environment and impress consumers by ...
#12: Award-winning Loyalty in Italy - AS Roma and Advice Group
November 20, 2019 17:00 - 38 minutes - 35.1 MBSports fans are incredibly loyal advocates of their Clubs - sometimes from generation to generation. So why would a professional football Club like AS Roma invest in a loyalty programme?? This episode discusses the clever strategies and approach taken by AS Roma with the help of their agency Advice Group - resulting in them winning three separate loyalty awards in the 2018 Loyalty Magazine Awards - including Best Regional Champion of the Year for Western Europe. I interview Laura Cagnac...
#11: Why Loyalty Programs Fail - FREE Report
November 13, 2019 17:00 - 47 minutes - 65.9 MBFor anyone involved in designing and operating loyalty programs, a key goal is to understand why loyalty programs can sometimes fail to prevent that happening to yours! The "Delphi Report" is released each year to source insights from leading loyalty practitioners around the world and this year's topic is exactly this question. This free report features insights from 34 experts from 14 different loyalty markets around the world for their insights on "Why Programs Fail". This podcast di...
#10: Loyalty in 7-Eleven Denmark with Managing Director Jesper Østergaard
November 06, 2019 17:00 - 51 minutes - 70.8 MB7-Eleven Denmark won the "NACS International Convenience Retailer of the Year" 2019 award - having reinvented its business from a kiosk operator to a destination for Danish consumers to enjoy fabulous healthy food. From perfecting its products to connecting with customers, 7-Eleven is a customer-centric company with a vision to continuously innovate as a world-leading retailer, already operating a powerful loyalty programme with a mission to truly connect with customers. Join episode te...
#9: 7 Lessons from 7 Loyalty Experts
October 30, 2019 13:00 - 19 minutes - 27 MBAfter seven incredible interviews, this episode looks back at the seven key lessons I've learned from my expert guests on the show. "Let's Talk Loyalty" is designed to be educational and inspiring for any of us focused on engaging customers and retaining them to drive profitable business growth. This summary episode is perfect if you've missed any of the great interviews - so you can listen back to anything relevant - or simply catch up with some inspiring statistics about our industry....
#8: Lessons from a Loyalty Expert: Leanne Papaioannou
October 23, 2019 12:30 - 1 hour - 55.9 MBFew loyalty professionals can boast in excess of two decades of expertise running loyalty programmes across both consumer and business brands. Leanne Papaioannou set up "Chilli Pepper" as Ireland's only dedicated strategic loyalty agency over sixteen years ago, to advise customer-focused clients how best to capture, understand and convert marketing insights in to loyalty programmes and customer strategies that drive true brand advocacy. Leanne's expertise spans fuel and convenience r...
#7: Award-winning Loyalty Success and Storytelling in South Africa
October 16, 2019 12:30 - 46 minutes - 42.8 MBHelène Brand is one of the team of loyalty marketers responsible for the outstanding performance of the internationally-recognised and award-winning loyalty programme in South Africa called "My School My Village My Planet". In this episode, she talks through the advantages and challenges of using a community-based loyalty programme and the incredible results that can be achieved when it's done well. Helène now works as a freelance marketing consultant and she's passionate about using st...
#6: Driving Loyalty Through Charity
October 09, 2019 14:39 - 1 hour - 55.4 MBIt's been said that loyalty marketing is one of the most powerful and effective tools for any commercial marketer - and Crispin Rogers can prove it. Download this show to hear from the man who originally led the assessment and development of loyalty programmes for Shell worldwide - a notoriously challenging industry to drive profitable customer behaviour. Crispin shares insights across fuel retail and payments and then shares his own truly big idea - to access the £7 BILLION of unspent ...
#5: Award-winning Loyalty - Insights from the Middle East
October 02, 2019 10:00 - 53 minutes - 49.3 MBEpisode five of "Let's Talk Loyalty" discusses an award-winning loyalty programme in the education sector in the Middle East region. Today I chat to its creator, Manav Fernandez, a loyalty consultant based in Dubai who developed the entire strategy, identity, value proposition, platform solution and communications strategy for "GEMS Rewards" programme - developed as a unique way to help offset the costs of private education for families. The programme won the "Loyalty Magazine" award for...
#4: The Loyalty Guru - An Interview with Mike Atkin
September 25, 2019 01:24 - 1 hour - 57.1 MBMike Atkin has advised, launched or worked on over 85 loyalty programmes in his 30 year career to date and is one of the best known experts in the loyalty industry. His work spans every sector from grocery (Tesco), to fuel retail (BP and Shell) through to coalition programmes and loyalty platform technology. A real loyalty expert to listen to and learn from about loyalty marketing. https://www.linkedin.com/in/mikejatkin/ [email protected] Twitter #loyaltyguru h...
#3: Award-Winning Loyalty in Ireland
September 17, 2019 13:00 - 39 minutes - 36 MB3Plus is the award-winning loyalty programme for the Three mobile phone network in Ireland. This show discusses the history of 3Plus, what it offers customers and the superb results it has achieved in the last few years. Contact details for Siobhan Lynch, Loyalty Manager, 3Plus Ireland: https://www.linkedin.com/in/siobhan-lynch-a28bb36/
#2: Award-winning Insights from India - Sanjeev Nichani, Raymond Rewards
September 06, 2019 02:07 - 48 minutes - 44.5 MBAs a loyalty marketing professional, Sanjeev Nichani has worked with some of India's top loyalty programmes, including Loylty Rewardz - a programme for over 100 million banking customers in India, AIMIA, and now Raymond Rewards, a men's retail fashion proposition that recognises and rewards customers across all markets segments and across 1,000 retail stores. Includes insights on launching a loyalty programme within a franchise business, upcoming ideas to engage with members in digital cha...
#1: Let's Talk Loyalty
August 22, 2019 07:39 - 12 minutes - 11.1 MBAn introduction to your show host - Paula Thomas and a background to the show. Designed exclusively for loyalty marketing professionals, this episode introduces some of the key people in the industry as well as the main media publications for loyalty marketing professionals. Show Notes: