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/
Homepage Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Episodes
#385: Circle K's Award-Winning "PLAY or PARK" Programme in Ireland (Short Summary Show)
May 29, 2023 21:00 - 6 minutes - 5.76 MBCircle 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, ...
#384: Global Leaders Maintain Focus on Customers and Stakeholders
May 24, 2023 21:00 - 49 minutes - 45 MBToday’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 ex...
#383: TGI Fridays’ Strategic Focus On Loyalty: Fridays Rewards
May 23, 2023 21:00 - 40 minutes - 37.3 MBLindsay 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 ...
#382: Loyalty Lessons from USA Convenience Chain Yesway (Short Summary Show)
May 22, 2023 21:00 - 6 minutes - 5.51 MBYesway 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 bra...
#381: "Share" - The Multi Award-Winning Loyalty Programme from Majid Al Futtaim Group UAE
May 17, 2023 21:00 - 49 minutes - 45.7 MBThis 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 po...
#380: Understanding Loyalty in Europe - Getting to know Samsung Members
May 16, 2023 21:00 - 47 minutes - 43.4 MBThis 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 ...
#379: Mando-connect and YouGov Research on What Brits Want From Loyalty (Short Summary Show)
May 15, 2023 21:00 - 6 minutes - 5.97 MBIn 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....
#378: Loyalty Strategy Insights for 2023 with Epsilon's Shannon Ottinger
May 10, 2023 21:00 - 42 minutes - 38.8 MBThis 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 extraordinary experience 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 ...
#377: Loyalty Program Principles for Success and the Role of Loyalty Program Communications.
May 09, 2023 21:00 - 58 minutes - 53.4 MBThis 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...
#376: Leveraging Known Customer Data to Acquire New Members (Short Summary Show)
May 08, 2023 21:00 - 6 minutes - 6.01 MBLoyalty 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 profi...
#375: Loyalty Trends from the International Loyalty Award Finalists
May 03, 2023 21:00 - 50 minutes - 45.8 MBToday 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-known advertising agencies and building loyalty programs in global markets....
#374: ASDA Rewards Delights UK Consumers with Its "Pounds Not Points" Proposition
May 02, 2023 21:00 - 48 minutes - 44.4 MBASDA 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 A...
#373: Circle K Subscription Loyalty for Car Wash (Short Summary Show)
May 01, 2023 21:00 - 6 minutes - 6.12 MBCircle 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 ...
#372: Epsilon Celebrates Recognition as a Leader in The Forrester Wave (tm) Loyalty Technology Solutions for Q1 2023
April 26, 2023 21:00 - 45 minutes - 41.6 MBToday'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 Dav...
#371: Customer-Led Innovation and Entrepreneurship
April 25, 2023 21:00 - 51 minutes - 47.2 MBToday’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 U...
#370: Loyalty Insights from Poland (Short Summary Show)
April 24, 2023 21:00 - 7 minutes - 6.61 MBWhile 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 i360 Tomasz holds a PhD in Marketing and has sp...
#369: Sally Beauty Shares A Focus on NPS and Diversity to Drive Customer Loyalty
April 19, 2023 21:00 - 44 minutes - 41 MBSally 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 ach...
#368: Coalition Loyalty - Dotz Brazil Celebrates 50 Million Members
April 18, 2023 21:00 - 49 minutes - 45.7 MBDotz 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 the...
#367: Virgin Red - The Red Thread Connecting the Virgin Brand Globally (Short Summary Show)
April 17, 2023 21:00 - 6 minutes - 6.11 MBVirgin’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 Burche...
#366: How Enriching Your Data Can Transform Your Customer Loyalty with Cheetah Digital.
April 12, 2023 21:00 - 43 minutes - 39.4 MB"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 bran...
#365: Understanding Loyalty in Germany & Key Take-Outs from The European White Paper
April 11, 2023 21:00 - 43 minutes - 39.6 MBThis 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 lands...
#364: Air Canada’s Award-Winning Aeroplan Program (Short Summary Show)
April 10, 2023 21:00 - 6 minutes - 5.86 MBAir 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 Aerop...
#363: Leading Loyalty Insights from the USA
April 05, 2023 21:00 - 53 minutes - 49 MBTodays' 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 shopp...
#362: Discovery Vitality: Behavioural Change Programme is resulting in Healthier Lifestyle through Generous Rewards
April 04, 2023 21:00 - 44 minutes - 40.9 MBCeleste 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 ...
#361: Cathay Pacific’s Lifestyle & Wellness Innovations (Short Summary Show)
April 03, 2023 21:00 - 6 minutes - 5.77 MBCathay 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 Cath...
#360: Understanding Loyalty in Europe - The European Loyalty White Paper
March 29, 2023 21:00 - 55 minutes - 50.8 MBThis 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 j...
#359: Live Limitless with ALL from Accor - Industry Leading Loyalty Insights from Mehdi Hemici
March 28, 2023 21:00 - 48 minutes - 44.5 MBToday'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 ...
#358: Microsoft Rewards - Insights and Ideas (Short Summary Show)
March 28, 2023 03:26 - 6 minutes - 6.3 MBMicrosoft 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 rew...
#357: H & M - Driving Loyalty Both Globally & Locally for 150 Million Fashion Lovers
March 22, 2023 21:00 - 46 minutes - 42.2 MBThis 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 i...
#356: Global Loyalty Insights with Comarch's Wojciech Kempny
March 21, 2023 21:00 - 53 minutes - 49.3 MBWojciech 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 exci...
#355: Points for Good - A Programme Enabling Points Exchange For Charitable Donations (Short Summary Show)
March 20, 2023 21:00 - 6 minutes - 6.31 MBPoints 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 offe...
#354: Epsilon's Loyalty Index - Consumer Insights for the UAE
March 15, 2023 21:00 - 43 minutes - 39.7 MBToday'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 ...
#353: Using Enterprise-Wide Data To Change The Business Of Retailing
March 14, 2023 21:00 - 40 minutes - 37.5 MBRichard 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 a...
#352: Denmark's Salling Group - Highly Successful Customer Loyalty Program (Short Summary Show)
March 13, 2023 21:00 - 6 minutes - 5.59 MBAs 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...
#351: Loyalty and The Magic of Marketing with Rory Sutherland
March 08, 2023 21:00 - 53 minutes - 49.1 MBToday’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 ...
#350: Airline Loyalty Program Valuations with Evert de Boer
March 07, 2023 21:00 - 47 minutes - 43.8 MBToday'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 airli...
#349: Are Subscription based programs the future for loyalty ? (Short Summary Show)
March 06, 2023 21:00 - 6 minutes - 6.29 MBIn 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 ...
#348: The Points Guy Highlights Customer's Loyalty Expectations and Needs
March 01, 2023 21:00 - 42 minutes - 38.9 MBThis 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...
#347: From Fans to Fanatics with Doug Glazer of Fanatics
February 28, 2023 21:00 - 48 minutes - 44.8 MBToday’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 - ...
#346: Why FNB’s eBucks Program in South Africa is One of the Best Programs In The World? (Short Summary Show)
February 27, 2023 21:00 - 5 minutes - 5.35 MBIn 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-wi...
#345: Loyalty and Customer Engagement Insights in APAC with Collinson Group
February 22, 2023 21:00 - 50 minutes - 46.3 MBToday 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...
#344: Retail Loyalty, Coalition Loyalty and Banking Loyalty Trends with Comarch's Piotr Kozlowski
February 21, 2023 21:00 - 46 minutes - 42.9 MBPiotr 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 ...
#343: Ideas for Airline Loyalty Professionals from Steve Hui, CEO, iFLYflat (Short Summary Show)
February 20, 2023 21:00 - 7 minutes - 6.71 MBIn 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! ...
#342: Helping Customers Choose Better - SAQ Shares Powerful Results Selling Wines, Beers and Spirits in Canada
February 15, 2023 21:00 - 34 minutes - 63.3 MBThis 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 ...
#341: Matahari Rewards, Indonesia’s Biggest Retail Loyalty Programme Reinvents Itself
February 14, 2023 21:00 - 36 minutes - 33.8 MBTjhai 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 pr...
#340: Loyalty Insights from Italy, featuring Cristina Ziliani, Professor of Loyalty Marketing and CRM at the University of Parma (Short Summary Show)
February 13, 2023 17:00 - 6 minutes - 5.57 MBCristina 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...
#339: Unlocking Irrational Loyalty
February 08, 2023 21:00 - 40 minutes - 74.8 MBThis 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 Marketi...
#338 : Covid’s Aftermath, Customer Health and Customer-Based Forecasting with Daniel McCarthy of Emory University
February 07, 2023 21:00 - 47 minutes - 65.3 MBToday’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, Thet...
#337: Panera Bread Shares Subscription Insights - Its Powerful, Disruptive Approach to Customer Loyalty (Short Summary Show)
February 06, 2023 21:00 - 6 minutes - 5.59 MBKey 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 ot...
#336: United States Soccer Federation Share the "Insiders’ Program" for Soccer Fans
February 01, 2023 21:00 - 35 minutes - 32.4 MBThe "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 comb...