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
#335: Guest Host Announcement - Phil Rubin - USA Loyalty Industry Leader
January 31, 2023 21:00 - 25 minutes - 23.7 MBPhil 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 mon...
#334: Fred Reichheld - Loyalty Industry Legend Launches "Winning On Purpose - the Unbeatable Strategy of Loving Customers" (Short Summary Show)
January 30, 2023 21:00 - 5 minutes - 5.39 MBKey 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...
#333: Building Customer-Centric Brands, Sustainability and Loyalty in the UAE
January 25, 2023 21:00 - 43 minutes - 40.1 MBThis 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 ...
#332: The 2023 Consumer Trends Index from Cheetah Digital
January 24, 2023 21:00 - 41 minutes - 37.6 MBToday 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. ...
#331: Loyalty Trends, Gamification and Subscription with Epsilon's Vice President of Loyalty Strategy (Short Summary Show)
January 23, 2023 21:00 - 7 minutes - 6.63 MBKey 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 Peace Show Notes: 1) Brad McDonald, Vice President of Loyalty Stra...
#330: Star Alliance Goes from Strength to Strength
January 18, 2023 21:00 - 47 minutes - 43.6 MBToday "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...
#329: Dominos Pizza in Indonesia - A Truly Global Voice of Loyalty
January 17, 2023 21:00 - 51 minutes - 47.6 MBDomino’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 ...
#328: Accor Hotels Live Limitless with Isabelle Birem (Short Summary Show)
January 16, 2023 21:00 - 8 minutes - 7.44 MBKey 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 Isab...
#327: Costco Wholesale - Secrets of Success from this Multi-Billion-Dollar Retailer
January 11, 2023 21:00 - 47 minutes - 43.5 MBCostco 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 Costc...
#326: South Africa’s Most Used Loyalty Programme, Clicks ClubCard Raises the Loyalty Game - Hosted by Amanda Cromhout
January 10, 2023 21:00 - 41 minutes - 37.8 MBDr 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 simplicit...
#325: 7-Eleven with Raghu Mahadevan (Short Summary Show)
January 09, 2023 21:00 - 9 minutes - 8.39 MBKey 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 learn...
#324: International Loyalty Awards - Success Tips to Win
January 04, 2023 21:00 - 53 minutes - 49.4 MBThe 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 Award...
#323: Ikea Family - Beloved Retailer Shares Its Latest Loyalty Innovations
January 03, 2023 21:00 - 40 minutes - 37.5 MBIkea 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 th...
#322: Guest Host Announcement for 2023 - The Loyalty People
January 02, 2023 21:00 - 14 minutes - 13 MBToday we announce a new guest host for our short summary shows every Tuesday. Tom Peace, Managing Director of The Loyalty People, is our new guest host for our short show format each Tuesday. Tom will be recording a weekly short show, sharing his insights from previous episodes of "Let's Talk Loyalty" to highlight his key loyalty learnings you might have missed. Show Notes: 1) Tom Peace 2) The Loyalty People
#321: Falling in Love with Emirates - the "Skywards Freak" - a Platinum Passenger's Perspective.
December 28, 2022 21:00 - 44 minutes - 40.4 MBToday's episode of Let’s Talk Loyalty is unique as we are today interviewing a loyal customer – rather than a loyalty professional. Perhaps one of the world's most loyal customers to an airline ever! Lays Laraya is SO passionate about Emirates Airlines and their Skywards loyalty program that she has created an entire brand dedicated to them – calling herself "The Skywards Freak". Today on Let’s Talk Loyalty, Lays shares why and how she fell so in love with Emirates and their Skywards progr...
#320: GiveAMile - Funding Free Flights for Final Goodbyes
December 27, 2022 21:00 - 35 minutes - 32.9 MBOur guest today is the founder of a unique concept called *Give A Mile*, a charity dedicated to providing free flights when it matters the most – for people who need to fly to be with a loved one at the very end of their life. GiveAMile.org believes that the costs of a plane ticket should never be the reason someone dies alone. In today’s discussion, Founder Kevin Crowe shares how loyalty program owners can partner with GiveAMile.org to help members donate to this charity. He also explain...
#319: Arsenal Football Club's Loyalty Program (Short Summary Show)
December 26, 2022 21:00 - 7 minutes - 6.9 MBArsenal is one of the most successful football clubs in English football history, and in 2021, it became the first UK Premier League team to create a loyalty programme, designed to build the connection between the Club and its fans between games. Listen to hear our short summary of our fascinating 2021 interview with Arsenal's Senior Loyalty Manager, Karen Dumbrell, who manages the "My Arsenal Rewards" program, which was already delivering exciting benefits for fans as well as commercial a...
#318: Maxol Shares Loyalty Insights as European Convenience Retailer of the Year
December 21, 2022 21:00 - 1 hour - 56.4 MBMaxol is a leading fuel, coffee, car wash, and convenience store brand in Ireland, which has been operating at the heart of Irish communities for 102 years. In June 2022, it achieved international recognition when it was named the European Convenience Retailer of the Year by industry body NACS, so we are thrilled to bring you their exciting history of creating innovative loyalty models and mechanics over many years. Listen to hear my conversation with CEO of the Maxol Group, Brian Donald...
#317: Canada's Leading Lifestyle Rewards Program - Scene+
December 20, 2022 21:00 - 44 minutes - 40.7 MBScene+ is Canada’s leading lifestyle rewards program, with more than 11 million members, enabling members to earn and redeem points for movies, banking, and grocery shopping. Originally launched in 2007, the Scene+ proposition is now used by 63% of Canadian households, so Let's Talk Loyalty was delighted to meet Matthew Seagrim who has led the program since 2015, to hear his take on Scene’s transformation over the last 8 years. In our conversation, Matthew shares how and why Scene+ has gro...
#316: Lessons in Loyalty from L'Oreal Luxe and Others (Short Show Summary)
December 19, 2022 21:00 - 7 minutes - 7.06 MBL'Oreal is a leading brand in the beauty industry with a huge product portfolio and today's conversation features a short summary of my conversation with the Director of Loyalty for their Luxe Division, Alyssa Callahan. Alyssa described herself as someone with "loyalty in her blood", so listen to learn some exciting ideas from her career in Wyndham Hotels, as well as Toys R Us, and hear her key objective to help L'Oreal's luxury brands demonstrate their loyalty to customers as she began lea...
#315: Loyalty Insights from Air France - KLM's Flying Blue Program
December 14, 2022 21:00 - 33 minutes - 30.3 MBBen Lipsey is the Senior Vice President of Customer Loyalty for Flying Blue, from the Air France - KLM group, one of the world's best-known and best loved frequent flyer programs. Ben is a self-confessed loyalty geek his whole life, having initially joined the industry as an intern with Air Canada! Now based in Europe, Ben shares some of the challenges and solutions developed for Flying Blue members, such as ways to address the concerns around sustainability that have become such a domina...
#314: Loyalty in Luxury Hospitality with Iconic Dubai Brand - Jumeirah Group
December 13, 2022 21:00 - 36 minutes - 33.6 MBToday's episode is focused on the luxury hospitality sector, featuring one of Dubai’s most iconic brands. The Jumeirah Group is a global luxury hotel company, which operates a world-class portfolio of 25 properties across the Middle East, Europe and Asia. The group’s hotels together operate over 85 restaurants, including three Michelin-starred restaurants, so we were thrilled with the opportunity to meet with Vicky Elliot, Senior Director of Insights, CRM, and Loyalty for the Jumeirah Grou...
#313: Emirates Airline - Driving Skywards Success (Short Summary Show)
December 12, 2022 21:00 - 8 minutes - 8.07 MBToday we review learnings from Skywards and how Emirates' loyalty team increased its focus on personalisation, partnerships, and new propositions to create even more compelling experiences for customers throughout the COVID pandemic. In this episode, I summarise what Dr Nejib Ben Khedher shared in his October 2021 interview with us, and how Skywards focuses on key loyalty drivers, going back to basics to support the airline as it recovered from the effects of the pandemic. We also discuss...
#312: "KFC Rewards Arcade" - A Fun-Based Loyalty Strategy for Diners in the UK & Ireland
December 07, 2022 21:00 - 50 minutes - 46.2 MBToday we discuss the launch of a brand-new high-profile loyalty program in the UK and Ireland, in the quick-service restaurant sector. Kentucky Fried Chicken operates over 20,000 restaurants in 135 countries, so given their global brand, we were super excited to meet Ruby Huang, the CRM & Loyalty Lead at KFC UK & Ireland, to share their new program and its incredible early results. As this new programme uses gamification as its core mechanic, it is called the "Rewards Arcade" - a name whi...
#311: Loyalty Leadership In a Crisis
December 06, 2022 21:00 - 44 minutes - 41.1 MBCécile Henry is the IBL Group Loyalty Manager. She manages their home country loyalty programme in Mauritius called Wiiv rewards. Wiiv Rewards is a multi-award winning loyalty programme, despite only being 3 years old, having launched in 2019. However, today’s show is not about the programme per se nor its awards, but it is about how Cécile and her team turned around an immediate crisis of technology provider insolvency, with less than 24 hours' notice. It is a remarkable insight int...
#310: Lessons from New Zealand's Phil Devlin - Loyalty Expert (Short Summary Show)
December 05, 2022 21:00 - 8 minutes - 7.57 MBNew Zealand is a small country punching WAY above its weight in the loyalty industry, with over 95% of Kiwi consumers enrolled in at least one programme, so it was incredibly exciting to meet one of the country's leading loyalty experts in 2021 - Phil Devlin. In this short summary show, I review his fascinating career which includes Air New Zealand, Qantas, and Countdown Supermarkets as well as some of the key lessons I learnt from our conversation. Across his entire loyalty career, Phil...
#309: The Future of Crypto Rewards - Research from the Loyalty Academy and Bakkt
November 30, 2022 21:00 - 54 minutes - 49.7 MBHave you ever wondered about Crypto Rewards for your loyalty program? Would they inspire your members even more than your current rewards catalogue? Today, we are delighted to welcome back Mike Capizzi, the Dean of The Loyalty Academy, to share the latest Delphi Report on this topic, created in partnership with Bakkt, and it's entitled “The Future of Crypto Rewards”. This report seeks to capture the insights and expertise of a global panel of loyalty industry experts on this key topic. L...
#308: Rewards - Monetary or Non-Monetary? Insights from the Loyalty Science Lab
November 29, 2022 21:00 - 45 minutes - 41.8 MBThere are fundamental differences between monetary and non-monetary rewards that loyalty industry professionals really need to understand. And that's exactly what this episode of Let's Talk Loyalty explains. Professor Yuping Liu-Thompkins joins us today to explain the key differences between these two types of rewards, and when you might use one form of reward versus the other in your loyalty program. Yuping is the Founder and Director of the Loyalty Science Lab, and she is extremely pass...
#307: Data Capture and Trust - Cheetah Digital's Approach
November 28, 2022 21:00 - 7 minutes - 7.21 MBWith consumer trust at an all-time low, marketers are increasingly exploring how they can use gamification and fun to capture data and create profiles of customers in ways they enjoy, rather than avoid. Cheetah Digital's platform is entirely based on this approach, leveraging experience-led loyalty mechanics in ways that are meaningful and engaging. Customer's values have changed, and in this short summary episode, I summarize the insights I learned in 2021 from chatting with Richard Jones...
#306: Canada's Changing Loyalty Market & Canadian Automobile Association Insights
November 23, 2022 21:00 - 50 minutes - 45.8 MBSteven Allmen is passionate about cultivating loyalty and has been a key pillar of the Canadian loyalty community for over 20 years. With a career that includes advising some of the leading loyalty players in Canada such as Aeroplan and Air Miles, Steve is now working with the Canadian Automobile Association. In today's interview, he shares how the CAA is creating member engagement, such as their latest partnership strategy which is driving exponential growth, as well as how their overall ...
#305: Changing Customer Loyalty - Insights Post Pandemic from Kobie Marketing
November 22, 2022 21:00 - 42 minutes - 38.8 MBThis episode features some fascinating research that was conducted with US consumers in early 2022, to understand how consumers motivators have changed as we slowly emerge from the global pandemic. Listen to learn why we buy, why we advocate for brands, and of course why we stay – with a particular focus on some critical differences between the expectations of emotionally-connected customers, compared with NON emotionally connected customers. Joining me to share these learnings is Martha C...
#304: Airline Loyalty Evolution with Comarch (Short Summary Show)
November 21, 2022 21:00 - 8 minutes - 7.98 MBAirline loyalty professionals are increasingly exploring new models - from subscription loyalty, to prepaid fares or even in perhaps an "unlimited" option for flights. This short show summarises my conversation with Piotr Kozlowski, who advises some of the world's largest airline and airport loyalty programmes. We share ideas that will allow loyalty marketers to inspire their customers to fly again as the world emerges from the dramatic effects of the pandemic. Listen to hear some creat...
#303: Loyalty Insights from South Africa - 2022 Truth & Brandmapp Loyalty Whitepaper
November 16, 2022 21:00 - 57 minutes - 52.2 MBToday’s episode features one of our favourite ongoing loyalty research studies – the South African Loyalty Whitepaper from Truth and Brandmap. Amanda Cromhout joins me to share the fascinating insights from this latest release, which is now the 7th edition of the whitepaper. The 2022 edition represents loyalty insights from over 33,000 South African consumers and includes a new focus on the mass market in South Africa, with additional research conducted with the lower-income demographic in...
#302: BLAND Loyalty - Bridging the Gap between Brand and Loyalty Marketing
November 15, 2022 21:00 - 39 minutes - 36.2 MBToday's fascinating discussion focuses on a new industry term coined by our guest – a relative newcomer to loyalty marketing, with a fresh perspective on our industry. Christopher Ross, President of the EMEA Region for the Collinson Group, has spent over 30 years of his career at boardroom tables, helping clients leverage both the art and science of creativity to build brand value. So he was truly disappointed when he noticed how many loyalty programmes seem disconnected from those conversa...
#301: Loyalty Partnerships - KLM and Air France Flying Blue Program (Short Summary Show)
November 15, 2022 11:28 - 9 minutes - 8.45 MB*Flying Blue* is the frequent flyer programme for Air France and KLM, with over 18 million members around the world, and it's positioned as a lifestyle programme that drives real commercial value for its partners. In today's short episode of "Let's Talk Loyalty", I summarize some of the commercial benefits that partners of this program enjoy, as well as some of the latest innovative ideas that it offers its members. Listen to learn what most impressed me in this interview, based on a clea...
#300: Air Asia Rewards Super App - Loyalty Insights from the World's Best Low-Cost Airline
November 09, 2022 21:00 - 51 minutes - 47.4 MBToday's episode of Let's Talk Loyalty features an innovative loyalty program called airasia rewards. AirAsia is a low-cost carrier, headquartered in Malaysia that created a compelling loyalty program and loyalty proposition for its guests and members, and then decided to expand it to multiple countries and across all aspects of everyday spend. Listen to learn about this comprehensive award-winning lifestyle loyalty program with Wai Fong Ong, Chief Loyalty Officer for the airasia Super App!...
#299: At The End of Every Data Point is a Human
November 08, 2022 21:00 - 46 minutes - 42.3 MBDr. Shorful Islam is an experienced leader in data analytics and shares with the listeners of Let’s Talk Loyalty how at the end of every data point is a human. We are dealing with humans in data science so we need humans behind the strategy, not just pure automation. His background in psychology is artistically applied to his work and Shorful shares how insight can stretch even the most profitable customer’s spend and how to activate the inactive customers in your database. Whether you ar...
#298: South African Loyalty Insights 2021 - Short Summary Show
November 07, 2022 21:00 - 10 minutes - 9.26 MBToday our friends in Truth in South Africa launch their 2022 loyalty white paper, so it's appropriate that we in "Let's Talk Loyalty" are looking back to what we learned last year in 2021! Listen to hear our insights from Amanda Cromhout, who shared some fascinating insights on some seismic changes in consumer behaviour that emerged as a result of the global pandemic. In this summary of the 2021 Truth/Brandmapp research, Paula shares some of the incredible growth in the South African loyal...
#297: The Epsilon Loyalty Index - Consumer Loyalty Insights for Australian Brands
November 02, 2022 21:00 - 43 minutes - 40.1 MBThe “Epsilon Loyalty Index” is a superb new loyalty study from our friends in Epsilon, showcasing a holistic new way to measure the relative loyalty of consumers for leading brands in Australia. Eugene Yap, Head of Consulting, Strategy, and Analytics at Epsilon shares the fascinating findings of the first edition of this proprietary work. We discuss their key findings in each of the four categories Epsilon has researched – beauty, apparel, grocery retail, and the banking sector and discus...
#296: The Role of Community, Social Consciousness and Neurodiversity in Loyalty.
November 01, 2022 21:00 - 1 hour - 56.2 MBToday's consumers are conscious and connected, and their expectations of brands continues to grow. As loyalty marketers, we face the complex challenge of creating emotional loyalty with these highly informed members, and also increasing expectations on finding ways to build powerful environment, sustainability, and governance propositions for our brands, without being accused of greenwashing. My guest today to help tackle some of these industry challenges is Dr Chris Arnold, former Creati...
#295: Secrets of Success for Subscription Loyalty (Short Summary Show)
October 31, 2022 21:00 - 7 minutes - 7.01 MBAs editor of the UK's most popular frequent flyer website Head for Points, Rob Burgess brings a unique and highly informed perspective on what loyalty propositions are working for the travel industry. With paid loyalty programmes becoming an increasingly popular strategy, Rob shared his insights on the key success factors for a paid loyalty programme, and it was a masterclass on how to "wow" your members with a proposition they are willing to pay for. Listen to enjoy my short summary of R...
#294: East v West - Fascinating Loyalty Program Insights from Asia - Courtesy of Comarch
October 26, 2022 21:00 - 48 minutes - 44.4 MBLoyalty programs share some incredible similarities but also some noticeable differences in western markets, compared with Asian countries like Malaysia, Thailand, and The Philippines. Today, Let's Talk Loyalty meets Jaroslaw (Jarek) Wludyka, who is currently Comarch’s Managing Director for Australia and New Zealand, who shares his fascinating career creating huge loyalty programs for enterprise clients in South East Asia. Jarek explains some of the fascinating comparisons and contrasts, s...
#293: Reducing Churn in the Home Energy Sector with Genesis New Zealand
October 25, 2022 21:00 - 36 minutes - 33.2 MBCreating measurable results and driving customer loyalty in the home energy market can be incredibly challenging. But Genesis Energy, the largest electricity and natural gas retailer in New Zealand, is achieving exactly that, and has the results to prove it! Genesis' loyalty program is called “Power Shout”, and it’s proving to be a highly effective tool in driving customer loyalty, reducing churn and even serving as a compelling reason that NEW customers mention when choosing Genesis for ...
#292: AA Smartfuel New Zealand (Short Summary Show)
October 24, 2022 21:00 - 7 minutes - 7.22 MBAA Smartfuel is a fascinating loyalty programme in New Zealand, designed to delight customers with the opportunity to earn a free tank of fuel! This short show explains the key success factor for the coalition programme, which now boasts more than forty partners, and ensures consumers can achieve meaningful fuel savings from their everyday spend. Listen to learn this unique case study from perhaps the most active loyalty market in the world. Show Notes: 1) AA Smartfuel New Zealand 2) Ia...
#291: My FedEx Rewards - A Powerful Differentiator in an Extremely Competitive Industry
October 19, 2022 21:00 - 37 minutes - 34.3 MBFedEx Express is one of the world's best-known and most admired business and consumer brands, with average revenues globally of over $95 BILLION! Fedex has been connecting people and their packages around the world for the last 49 years, and it is constantly innovating, including building, launching and continuously evolving an impressive global loyalty programme which we are discussing today. Joining us on this episode is Lynn Tan, who leads the My FedEx Rewards Program for the AMEA reg...
#290: South African Loyalty Awards - Judges Share Insights and Best in Class KPI's
October 18, 2022 21:00 - 43 minutes - 39.7 MBA mature market with outstanding loyalty KPIs celebrates its 4th year of recognising loyalty excellence at the South African Loyalty Awards. Two of the South African Loyalty Awards founding judges share their views on the winning loyalty brands and what stands out as to why they are recognised as best in class. Bronwen Rohland is Head of Retail & CPG at Tata Consulting Services South Africa and Nic Bednall is Chief Commercial Officer at Moya App in South Africa, and both have worked with A...
#289: Privacy, Data & GDPR Insights (Short Summary Show)
October 17, 2022 21:00 - 8 minutes - 7.68 MBData protection, legal compliance and respect for member's privacy are all critical topics for loyalty marketing professionals. Whether it's GDPR or other global regulations, the privacy challenges we face today are escalating in to the "perfect storm". So how can we ensure we're professional, prepared and protected as much as possible? This short summary show explains the factors to consider, as well as the idea of a "Data Health Check", a service offer by Richard Dutton, Managing Direc...
#288: Global Perspectives on Customer Loyalty with Capillary Technologies
October 12, 2022 21:00 - 43 minutes - 40.1 MBCapillary Technologies describes itself as “Asia’s leading SaaS product company” and is the proud technology partner for global clients like Dominos, Shell, and Tata Group, as well as other leading loyalty programs in North America and around the world. The firm is also a new partner for “Let’s Talk Loyalty”, so we were delighted to meet two of their top executives for a masterclass in loyalty marketing, with a truly global perspective. This episode features Aneesh Reddy and Jim Sturm, and...
#287: Crushing Churn & Creating Loyalty by Connecting with Customers
October 11, 2022 21:00 - 44 minutes - 40.5 MBAnita Toth describes herself as “Chief Churn Crusher” for her clients, specializing in programs to help brands understand the true voices of their customers. In this discussion, she shares with us her passionate belief in the importance of senior executives dedicating time to listening to customers consistently firsthand. She explains the limitations of customer surveys, and how brands now, more than ever, need to invest time and resources to truly hear the voices of their customers. Sh...
#286: Bilt Rewards: Rewarding Home Renters (Short Summary Show)
October 10, 2022 21:00 - 8 minutes - 7.72 MBBilt Rewards is the world’s first rewards program that lets you earn loyalty points for your rental payments, so we were delighted to meet Dave Canty, Director of Loyalty and Partnerships about this innovative proposition. In this short summary episode, we look back on how the program was launched in June 2021, with the mission to reward those who rent their home in the US for simply paying their rent on time, while also supporting them long term if they aspire to becoming home owners. Li...