In this episode, James Berry , Commercial Director, Valuedynamx at Collinson shares game-changing concepts he believes are becoming pivotal for loyalty professionals. James and his team work with brands to create loyalty programmes that are engaging, relevant and increasingly valuable to customers. In this episode, we discuss the dramatic changes in consumer behaviour, and some of the innovative ways that Collinson have found to connect programs, consumers and merchants in order to ensure loyalt...
Apr 27, 2022•35 min•Season 1Ep. 216
Today's episode of "Let's Talk Loyalty", features LInkedIn loyalty guru and independent loyalty consultant, Henry Christian . Henry has many years of experience guiding brands and managing loyalty programmes throughout Asia and talked with us about some of the valuable lessons he has learned over the years. He shared his insights on the importance of speaking like a CEO, leveraging customer data and how A/B testing can prove valuable instead of making assumptions for members versus nonmembers. H...
Apr 26, 2022•41 min•Season 1Ep. 215
In today's short summary show, "Let's Talk Loyalty" looks back on an interview with Suri Singh , Head of Loyalty for Emirates National Oil Company (ENOC) about their digital-only loyalty program that works across their convenience stores, car washes, food and beverage brands, and even their car registration business. We talked about how ENOC has managed to connect with it's customers given the unique consumer culture in the UAE, and how their loyalty programme has created compelling opportunitie...
Apr 25, 2022•7 min•Season 1Ep. 214
In today's episode, "Let's Talk Loyalty" talks with Kevin Siew , Vice President and Head of Shangri-La Circle , the latest innovation from the Shangri-La International premium global hotel management group. Shangri-La recently transformed their beloved Golden Circle loyalty program as a powerful direct-to-consumer platform, to include digital marketing, mobile and e-direct capabilities, social media and content development, rewards marketing operations and global brand partnerships. Hear how the...
Apr 20, 2022•33 min•Season 1Ep. 213
This episode of "Let's Talk Loyalty" features 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 Ireland is a highly successful and well-known fuel convenience retail brand in Ireland, the market leader for food, fuel and convenience retail. Having inherited the " PLAY or PARK " loyalty programme from the previous business owner, Circle K has continued the ...
Apr 19, 2022•32 min•Season 1Ep. 212
In this short summary show, "Let's Talk Loyalty" revisited an episode with Len Llaguno , founder of Kyros Insights. Len uses his professional training as an actuary to assess loyalty programmes not in terms of liability, but profitability and possibility. We talked about why redemptions are such a signal of a strong programme and an investment in the company's long-term success. Len also shared how brands should employ a "customer-first" mentality and also segment their customers to maximize the...
Apr 18, 2022•6 min•Season 1Ep. 211
Cheetah Digital's 2022 Digital Consumer Trends Index was recently released and reveals what consumers expect from the brands they do business with. "Let's Talk Loyalty" was joined by Tim Glomb , VP Content & Data with Cheetah Digital, to learn about the latest research, which features insights from over 5,000 consumers across seven countries. Tim highlighted the findings that he found most fascinating, including increased consumer desire for personalization at every stage of the customer lif...
Apr 13, 2022•35 min•Season 1Ep. 210
The Loyalty & Awards Conference is the largest international loyalty conference for the travel industry. In this episode of "Let's Talk Loyalty", we are joined by Ravindra Bhagwanani , Chairman of Loyalty & Awards , all about the exciting plans for this year’s event taking place in October in Madrid. Ravindra shares his extensive loyalty industry experience and his love of airline loyalty marketing, and how the conference came to life almost 18 years ago. Listen to hear what you can expe...
Apr 12, 2022•42 min•Season 1Ep. 209
In this short summary show, "Let's Talk Loyalty" looks back on an interview with Mark James , the CEO of Customology in Australia who shared some insightful outcomes of some consumer research he had conducted in early 2021. Mark shared the challenges for loyalty marketers when new customers are prioritised over existing ones with better offers. Mark also shared some insights on the most effective communication strategies to keep customers happy and engaged. Show Notes: 1) Previous Episode: #74: ...
Apr 11, 2022•6 min•Season 1Ep. 208
The " Australian Loyalty Association " (ALA) is the highly respected organisation that provides thought leadership, education and networking opportunities to those working in the loyalty industry in Australia, New Zealand and increasingly throughout the Asia Pacific Region. In this episode, "Let's Talk Loyalty" is joined by Sarah Richardson, Founder and Advisory Board Chair of the Australian Loyalty Association to hear all about their expansion plans and upcoming events. Together, we announce ou...
Apr 06, 2022•20 min•Season 1Ep. 207
This episode is all about The Loyalty Academy and the latest updates and in-person workshops to become a " Certified Loyalty Marketing Professional ™️" (CLMP). Mike Capizzi , Dean and Director of Education at The Loyalty Academy joins us to share their latest Loyalty Academy news, as in-person training workshops return in key cities around the world. In today's show, we also announce a NEW scholarship and competition for one lucky listener to win a FREE “Certified Loyalty Marketing Professional”...
Apr 05, 2022•36 min•Season 1Ep. 206
"Let's Talk Loyalty" is today looking back on our conversation with IKEA's global vice president of loyalty, Aaron Mitchell . As one of the world's most iconic retail brands, IKEA boasts 156 million members of its Family Club worldwide, a programme that brings the very best of the IKEA brand to its customers. The IKEA Family Club focuses on community and creating emotional loyalty with customers, with the intention to create value, deepen relationships and personalize interactions with customers...
Apr 04, 2022•7 min•Season 1Ep. 205
Today " Let's Talk Loyalty " talks with one of the leading marketers in U.S. convenience retail, Derek Gaskins , Chief Marketing Officer of Yesway. Yesway is one of the fastest-growing convenience chains in the United States, and was voted the U.S. Convenience Chain of the Year. Gaskins shares the exciting challenge of keeping customers loyal while acquiring new stores and products that customers love, and building a leading retail brand that combines the best of them all. He also explains how h...
Mar 30, 2022•48 min•Season 1Ep. 204
Today "Let's Talk Loyalty" discusses the latest loyalty insights from a brand new research 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. Join us to hear from the brains behind this research report, Charlie Hills from Mando-Connect alongside Nick Fishbou...
Mar 29, 2022•58 min•Season 1Ep. 203
In this short summary show, I look back on an interview exploring “mindful marketing” and how it relates to loyalty from an interview with Maths Mathisen , founder & CEO of an innovative app designed to promote loyalty for brands in the age of digital distraction and addiction. The HOLD app uses the power of gamification to help FMCG brands and retailers compete in the “war of attention” by rewarding users for putting down their devices and focusing on the things they decide are most importa...
Mar 28, 2022•7 min•Season 1Ep. 202
In this episode, we talk with Joseph Taylor , SVP of Strategic Consulting and Operations for Epsilon and hear how to use the data and profiles of your most valuable loyalty programme members to help acquire new customers with the same profit potential. Loyalty 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! ...
Mar 23, 2022•40 min•Season 1Ep. 201
As we celebrate our 200th episode, we discovered the power of subscriptions to drive loyalty in the car wash category in an insightful interview with Lars Hecht , who leads the car wash category globally for Circle K , one of the world's best known fuel and convenience retailers. Circle K operates the largest global network of car washes, with more than 2,750 units worldwide. Having discovered the power of subscriptions to drive recurring revenue, Lars joined " Let's Talk Loyalty" to share some ...
Mar 22, 2022•48 min•Season 1Ep. 200
In today's short show, we review our interview with Ali Cudby , author of "Keep your Customers" and Managing Director of Alignmint Growth Strategies. From customer-focused mission statements to subscription programs, this episode reminds us how small to mid-sized companies can engage with customers with even greater clarity and focus than larger ones, and enjoy greater loyalty outcomes as a result. Show Notes: 1) Episode #67: Loyalty for Small Companies - Driving Lucrative Loyalty 2) Ali Cudby, ...
Mar 21, 2022•7 min•Season 1Ep. 199
In today's episode, we talk with one of the most creative and insightful practitioners in the loyalty industry with a deep understanding of business issues and how to use loyalty mechanics to solve them. Billy Loizou is the Vice President, Go To Market APAC at Cheetah Digital and an advisory member of Australian Loyalty Association. Billy shared a great case study using NFTs to build customer loyalty, and why loyalty is perhaps the most important tool for any marketer in 2022 as cookies become o...
Mar 16, 2022•43 min•Season 1Ep. 198
Today's guest, Tomasz Makaruk , holds a Ph D in Marketing and has spent more than a decade specialising in loyalty. In this episode, we will hear a comprehensive overview of the loyalty industry in his home country of Poland, which has more than 130 business-to-consumer loyalty programs. While it's still a relatively young market, many loyalty programs in Poland are innovative, competitive and progressive. Tomasz frequently publishes articles on his marketing blog, talking about the most interes...
Mar 15, 2022•1 hr 3 min•Season 1Ep. 197
In this short summary show, we look back on an interview with Mala Raj discussing the key statistics that every loyalty marketer should be measuring, and what success looks like across key industries like retail! Listen to learn key insights from this loyalty expert from India, a market that's continuing to thrive in so many ways. Show Notes: 1) Episode #66: Loyalty Statistics & Loyalty Programme Performance in India - What Does Success Look Like 2) Mala Raj, Loyalty and Customer Strategy Sp...
Mar 14, 2022•8 min•Season 1Ep. 196
In this episode, we explore the latest lessons from Virgin Red , the loyalty programme for the Virgin group as it continues its impressive global growth. Launched in the U.K. initially and expanding now to the U.S. market, we spoke with Andrea Burchett , International & Strategic Development Director at Virgin Red about the global rollout and future intentions of the program. Virgin's programme is described as the "red thread" that connects this diverse group of companies, and delivers on th...
Mar 09, 2022•45 min•Season 1Ep. 195
Air Canada has reimagined their points promise, offering flexible and unique rewards unlike any other airline. In this episode, we talk with Derek Whitworth , Managing Director of Marketing & Loyalty Optimization at Air Canada, about the incredible relaunch of the Aeroplan rewards programme. Aeroplan won the prestigious "Golden Loyalty Award for Excellence in Management" in 2021 and is beloved by Canadians. In this episode, we discuss the new Aeroplan proposition, with impressive new partner...
Mar 08, 2022•39 min•Season 1Ep. 194
In this short summary show, I look back on my 2020 interview with Paul Smitton , CEO of Asia Miles with Cathay Pacific Airways. Paul shared Cathay Pacific Airways innovative ways of retaining and engaging customers and some of the latest ideas and enhancements of their impressive Asia Miles program. Show Notes: 1) Episode #65: Paul Smitton talks Asia Miles, Innovative Ideas in Airline Loyalty and Preparing for Travel's Inevitable Rebound 2) Paul Smitton, Director Customer – Lifestyle at Cathay P...
Mar 07, 2022•7 min•Season 1Ep. 193
Being a professional loyalty professional can be a lonely job in a big corporation, but by growing our network and community through thought leadership and idea sharing, we can all grow together. In this episode, we are getting to know our newest show partner, The Loyalty People's Managing Director Tom Peace , who will collaborate with us on regular interviews going forward. The Loyalty People is a global strategic consultancy with a laser focus on loyalty and CRM, producing brilliant award-winn...
Mar 02, 2022•24 min•Season 1Ep. 192
Let's Talk Loyalty is growing in 2022 and I wanted to share a quick update with you about our newest partner which includes more fascinating interviews with loyalty experts around the world. Thank you for supporting our show and hope you will enjoy all that we have in store for you this year! As always, please send me feedback and guest and topic ideas to paula@letstalkloyalty.com and don't forget to subscribe for updates when each new episode releases....
Mar 01, 2022•6 min•Season 1Ep. 191
In this short summary show, I look back on an interview with Assistant Professor of Marketing at Emory University, Dan McCarthy , about key marketing topics that loyalty marketers love, such as measuring the lifetime value of customers and predicting future spend. In that interview, we also talked about his exciting new tool for investors and leadership teams - called Customer-Based Corporate Valuation . This innovative framework offers a comprehensive approach to connecting the loyal behaviour ...
Feb 28, 2022•7 min•Season 1Ep. 190
Hong Kong's Cathay Pacific Airways recently celebrated 75 years of flying, and in this episode, we hear about their latest innovations from Paul Smitton, Director of Customer - Lifestyle at Cathay Pacific Airways . Paul explains Cathay's new brand positioning, as well as its newly-launched lifestyle proposition and insurance product, which focuses on total wellness, rewarding its members with air miles for setting and achieving health and nutrition goals. Along with merging their two loyalty pro...
Feb 23, 2022•46 min•Season 1Ep. 189
In this short summary episode, I am looking back on an interview with George Mendes , Chief Officer Consumer Business with Vodacom in South Africa. Launched in mid-2020, I spoke with George just a few months after the launch of VodaBucks , a programme that researched the best loyalty concepts from around the world in order to develop a winning strategy. The programme includes impressive partnerships with a portfolio of brands across the country, using gamification to engage customers in a very e...
Feb 21, 2022•6 min•Season 1Ep. 188
Microsoft is one of the world’s most successful companies in technology, entertainment and in recent years, a leading platform in gaming. This week's episode of "Let's Talk Loyalty" features Adam Grupp, Director of Microsoft Rewards , who leads the company’s loyalty proposition. Microsoft Rewards engages members for gaming online, through Xbox as well as its Bing search site, where users earn rewards that can be redeemed for in-game activities, passes and charitable contributions. Hear how Micro...
Feb 16, 2022•46 min•Season 1Ep. 187
