On World Statistics Day , a group of experienced loyalty marketers in India collated their favourite loyalty statistics to help define what success looks like for a loyalty programme in practise. Mala Raj is a seasoned loyalty consultant who detailed some broad yet useful benchmarks for what loyalty marketers should be considering a good or great result. From member activity rates, to the lift in member value, potential reductions in member churn and overall program penetration, we showcase why ...
Dec 16, 2020•41 min•Season 1Ep. 66
As CEO of Asia Miles, Paul Smitton is a loyalty industry veteran, and in today's episode of " Let's Talk Loyalty ", he shares some exciting insights, innovative ideas and some fond memories. From his "baptism of fire" building Air New Zealand's first loyalty programme in 1991, through an impressive career in senior roles in both airline and loyalty technology firms, Paul is continuing to create compelling concepts for the Asia Miles programme, focusing on delighting customers. With new investmen...
Dec 09, 2020•49 min•Season 1Ep. 65
Today Let's Talk Loyalty looks at how loyalty as it's evolving academically as I interview Assistant Professor of Marketing at Emory University, Dan McCarthy, who researches key marketing topics that loyalty marketers love, such as customer lifetime value. McCarthy now writes and lectures extensively on customer lifetime value as well as a new concept "customer based corporate valuation" and his work appears in major academic and business media outlets including the Harvard Business Review, Wall...
Dec 02, 2020•51 min•Season 1Ep. 64
As the market leader providing telecoms services to over 37 million people in South Africa, Vodacom is an award-winning consumer brand that launched an exciting new loyalty programme called Vodabucks in August 2020. Designed to recognise, reward and drive key behaviours across all consumer segments of the business, the programme is part of an ambitious plan to expand the business "from a telco to a techco". Listen to this episode of " Let's Talk Loyalty " to hear my conversation with the man beh...
Nov 25, 2020•42 min•Season 1Ep. 63
Every loyalty programme owner has invested in capturing the attention and interest of its members, and that attention is often much more valuable than the business realises. In this episode of LetsTalkLoyalty , we chat to WeAreSonder , a media agency dedicated to professionally valuing OWNED media channels and ecosystems, such as the channels created by loyalty programme owners. From American Express to Virgin Australia, this interview discusses case studies of some of the incredible work that i...
Nov 18, 2020•46 min•Season 1Ep. 62
Yuu Rewards has taken the Hong Kong Market by storm. Launched in July 2020, this innovative coalition programme connects ten brands and over 2,000 stores, and has already recruited an incredible two million members in its first month - a superb result in a city of eight million people. In this episode of Let's Talk Loyalty, I interview Mark Sage to learn the key challenges of launching a coalition programme in multiple languages, with real time points allocation across fifty POS systems, replaci...
Nov 11, 2020•40 min•Season 1Ep. 61
BP is one of the world's largest oil companies, operating over 18,700 service stations and running loyalty programmes in over twenty countries worldwide. In this episode of " Let's Talk Loyalty ", I chat to Olivier Martinet who has led BP's loyalty initiatives for over twenty six years. He shares how he approaches the development of digital platforms and loyalty programmes according to the market's needs, maturity and challenges, with a laser focus on being relevant to consumers. We discuss the ...
Nov 04, 2020•45 min•Season 1Ep. 60
Today's episode of Let's Talk Loyalty showcases Epsilon's latest loyalty learnings from two of their senior Directors, featuring Tamara Oliverio as Senior Director of Loyalty and Customer Experience, as well as Julie Smith as Vice President of Loyalty Technology. Listen to this episode to learn how the US market is evolving dramatically at the moment, including brands re-inventing their programs to respond to the changing perception of what customers find valuable. Key insights include a signifi...
Oct 28, 2020•44 min•Season 1Ep. 59
As the technology platform that powers loyalty programmes for global brands such as BP, Heathrow Airport, Enterprise Rent-a-Car, ADNOC Petroleum and Etihad Airways, Comarch is in a unique position globally, advising brands in all industries on their loyalty strategy and ensuring it's executed brilliantly. We are delighted to be working with Comarch as a sponsor of the show, so in this episode of Let's talk Loyalty, I interview one of their top executives , Sidney Dunn , who shares his insights a...
Oct 21, 2020•52 min•Season 1Ep. 58
Wiiv Rewards is a coalition loyalty programme launched in Mauritius by the country's largest private company IBL Group . As a group-owned multi partner programme, Wiiv boasts eleven loyalty partners across key lifestyle categories such as grocery, pharmacy, transport and leisure, with a focus on supporting their members (known as Wiiv-ers) as a true community. Listen to this episode of Let's Talk Loyalty to hear why Wiiv won two of the industry's most prestigious awards at this year's Loyalty Ma...
Oct 14, 2020•43 min•Season 1Ep. 57
Rob Burgess is a leading travel loyalty expert in the UK, reporting on campaigns by airlines and hotels as well as loyalty-led credit cards in the UK market. Rob personally boasts over 1 million Avios points, 1 million Virgin Flying Club miles and over 6 million airline, hotel and credit card points. He created HeadForPoints.com as a platform to share his ideas on how to get the best value from these loyalty assets, and now boasts an extra-ordinary community of 50,000 UK travel consumers who all...
Oct 07, 2020•45 min•Season 1Ep. 56
Vodafone is renowned internationally as an innovative telecommunications network, operating in many of the world's most competitive markets such as the UK. With a laser focus on customer retention and loyalty, the "Very Me Rewards" programme was launched in 2018, leveraging a portfolio of partnerships and personalised rewards, including almost 30 million rewards redeemed in just two short years. Camilo Courtenay talks us through their award-winning customer loyalty proposition, as well as their ...
Sep 30, 2020•30 min•Season 1Ep. 55
As winner of the "B2B Marketer of the Year" award, Margaret Molloy is recognised globally as a marketing thought leader. She is the Chief Marketing Officer of Siegel + Gale, a top global branding firm based in New York renowned for delivering global insights through its annual Simplicity Index . In this interview, we explore how simplicity drives business performance and enhances the customer experience. We also discuss the role of brands in the customer journey, as well as the power shift from ...
Sep 23, 2020•1 hr•Season 1Ep. 54
Pavel Los is the Global Loyalty Manager for Shell , the world-renowned oil company running loyalty programmes in 21 countries. Shell recently topped the leader board at the Loyalty Magazine Awards , winning awards for Shell Go+ in the UK, as well as Shell Club Smart programme in China that integrates with the WeChat platform. Pavel talks us through those value propositions and also shares some insights around the use of carbon offset programmes in key markets such as the Netherlands and the UK. ...
Sep 16, 2020•40 min•Season 1Ep. 53
As a former Creative Director and senior board director of Saatchi & Saatchi, Dr Chris Arnold is a business strategist, innovative thinker and a "proudly dyslexic" champion of thinking differently. With a deeply held belief in the power of community, Dr Chris highlights the challenges of relying on digital marketing and short-term measurable metrics that limit the full potential of a truly customer-centric mindset. Dr Chris reminds us of the power of communities as a way to create true custo...
Sep 09, 2020•45 min•Season 1Ep. 52
Every year, loyalty marketers around the world send off their programmes to compete with the best in the industry for the annual Loyalty Magazine Awards . With 23 categories, the entries are carefully evaluated by a panel of loyalty experts from around the world and one winner gets to celebrate being the best in the world in their industry or region! In this episode of Let's Talk Loyalty, I interview Annich McIntosh , CEO of the Loyalty Magazine Awards about the great entries that came out on to...
Sep 02, 2020•38 min•Season 1Ep. 51
As customers respond to our dramatically different world, trust is becoming an essential ingredient in business, not just to ensure customer loyalty, but to ensure business survival. In its fascinating reports on the "New Customer", KPMG reveal some dramatic findings - for example, 91% of customers do NOT want to return to the pre-Covid world. Listen to this episode of Let's Talk Loyalty , as Nathan Beaver , Partner at KPMG UK, shares the latest insights on the "integrity economy", and how consu...
Aug 26, 2020•25 min•Season 1Ep. 50
Let's Talk Loyalty is one year old on August 22nd so today we are celebrating! It’s been an incredible roller-coaster year, filled with fun, extra-ordinary guests, incredible sponsors and partners and of course an amazing audience so I’m truly grateful for every listener and every message of support that you've sent. To celebrate our first birthday, this episode features my first competition in partnership with my friends in the Loyalty Academy – offering one lucky listener the chance to enjoy a...
Aug 19, 2020•37 min•Season 1Ep. 49
Etihad Guest is the loyalty program for Etihad Airways - the flag carrier of the UAE, based in Abu Dhabi. With over 7 million members, re-launched in November 2019, the Guest programme has continued to innovate, finding new ways to reward members who are keen to stay connected while staying home. This episode features Kim Hardaker, a self-confessed "data nerd" who shares a compelling loyalty statistic and then explains their new and extra-ordinary "world of thoughtfulness" campaign - a great exa...
Aug 12, 2020•32 min•Season 1Ep. 48
Shirley King has been designing, developing and building loyalty programmes for a luxury boutique hotel brand within IHG Group, including the "Kimpton Hotels Inner Circle" as well as the "IHG Rewards Club" for over twenty-five years. In this episode of Let's Talk Loyalty, we discuss some of her award-winning programme elements, key principles of creating extra-ordinary experiences for top tier members, as well as some exciting and inspiring updates for her career at a very challenging time for t...
Aug 05, 2020•40 min•Season 1Ep. 47
Dell is one of the world's best known computer companies, positioning itself as "powering the next technological revolution". With a laser focus on driving clear and measurable business outcomes, Dell's Mitch Kennedy discusses his insights on the impact of transactional rewards, the power of gamification, the importance of understanding human psychology as well as the increasing importance of the Advantage Rewards program and loyalty initiatives in Dell worldwide. This episode is sponsored by Ep...
Jul 29, 2020•1 hr 5 min•Season 1Ep. 46
As a loyalty expert based in India, Kunal Mohiuddin has an extensive career as a loyalty practitioner, building innovative loyalty technology platforms and advising over fifty national and global programmes on their loyalty strategy along the way. Kunal is a colleague of mine within the " Customer Strategy Network " - a global network of freelance loyalty consultants each with a strong background as an independent loyalty practitioner and he brings a unique perspective from India. Truly a "globa...
Jul 22, 2020•38 min•Season 1Ep. 45
Consumer behaviour is changing dramatically, and business models need to evolve to find ways to create loyalty even beyond loyalty programmes. One way is by incorporating a subscription model in your business, a model that drives commercial loyalty way beyond simply points or prizes. In this episode of " Let's talk Loyalty ", I'm discussing how and why I'm subscribing for more products and how I'm seeing the model being used in new and unexpected ways. For businesses that can deliver superb expe...
Jul 15, 2020•51 min•Season 1Ep. 44
Dr David Cox is a loyalty expert and one of the few industry leaders who also boasts a PhD in loyalty marketing! In this episode of " Let's Talk Loyalty ", we discuss key concepts in motivational marketing that drive powerful commercial results, particularly in the B2B sector. Having won multiple awards for driving loyalty for clients such as IBM and Lenovo worldwide, we discuss some of the most effective techniques they use such as the power of sport to connect with members, and the importance ...
Jul 08, 2020•49 min•Season 1Ep. 43
As the founder of Bain & Company's Customer practice, Rob Markey is the one of the world's leading authorities on customer loyalty, having co-created The Net Promoter System® - the industry metric and framework now used by more than two thirds of Fortune 1000 companies. Rob co-authored the best-selling book " The Ultimate Question 2.0 " with Fred Reichheld, and he is now a keynote speaker, leader of the NPS Loyalty Forum and a podcaster on customer and employee experience. In this episode of...
Jul 01, 2020•58 min•Season 1Ep. 42
Bryan Pearson, the former CEO LoyaltyOne is known globally as a leader in loyalty, retail marketing and analytics. He is also the author of the bestselling book "The Loyalty Leap: Turning Customer Information Into Customer Intimacy" as well as "The Loyalty Leap for B2B." He has also been awarded a lifetime achievement award by Loyalty Magazine as “Personality of the Year” in 2018. In this episode of Let’s Talk Loyalty , we discuss some of the key success factors for the coalition model for loyal...
Jun 24, 2020•50 min•Season 1Ep. 41
This episode of " Lets Talk Loyalty " was inspired by some exciting ideas emerging from academic leaders who are increasingly helping investors to consider the future lifetime value of customers (not just historic revenues) when valuing a firm. "Customer Based Corporate Valuation" (CBCV) is a concept developed and commercialised by Peter Fader , Professor of Marketing with the Wharton School at the University of Pennsylvania, together with Dan McCarthy to help investors and loyalty marketers app...
Jun 17, 2020•39 min•Season 1Ep. 40
As the UK's largest broadcaster, Sky has access to some of the top entertainment assets in the world including The Premier League for football fans and the PGA Tour for golf lovers. Some years ago, the company recognised some key underlying challenges to retaining happy customers as they began to challenge how the brand offered preferential rates to new customers rather than existing ones. Many believed the brand wasn't being as loyal to them as they were to Sky! This insight allowed a fundament...
Jun 10, 2020•42 min•Season 1Ep. 39
In the travel sector, a compelling loyalty programme can be a key differentiator for customers - for airlines, hotels and also for online travel agencies. ebookers UK was originally launched in 1998 as the UK's first online travel agency, adding the "Bonus+" programme in 2016. Listen to this episode of " Let's Talk Loyalty " to hear how ebookers.com has built a simple and generous loyalty programme - particularly focused on mobile users, along with insights on the KPI's they are measuring and ho...
Jun 03, 2020•39 min•Season 1Ep. 38
Statisticians 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 the...
May 27, 2020•46 min•Season 1Ep. 37
