Today's episode of "Let’s Talk Loyalty" features an award-winning Australian loyalty programme, called Childcare Saver . This year-old programme leverages the power of partnerships, community, and operational excellence to deliver a simple yet compelling proposition, focused on helping parents reduce the cost of their childcare. Paula Thomas hosts todays show, and she is joined by Gary Carroll , the CEO and Managing Director of G8 Education Ltd which owns this programme, as well as Kristie Atkin...
Sep 14, 2022•40 min•Season 1Ep. 276
This exciting episode features the author of a fascinating book called “Actionable Gamification” by Yu-Kai Chou . Yu-kai is one of the earliest pioneers of gamification and is a regular keynote speaker and lecturer on gamification at organizations including Stanford University, Google, Tesla, and Boston Consulting Group, among others. Yu-Kai's insights came from many years as a gamer and realizing the strategic value that the best games offer to their players. His “ Octalysis Framework ” has bec...
Sep 13, 2022•58 min•Season 1Ep. 275
" The Loyalty Report " features loyalty research with tens of thousands of consumers in North America, so this annual research report is a huge help for our industry to learn from. Today I share the top insights shared from my 2021 interview with Phil Rubin , who explained their latest loyalty learnings, such as the increasing importance of being loyal to your customers (rather than simply expecting it from them). Show Notes: 1) Phil Rubin Interview on The Loyalty Report 2021 2) Phil Rubin 3) Bo...
Sep 12, 2022•9 min•Season 1Ep. 274
Adore Beauty is Australia's number one pure-play online beauty retailer and operates as a publicly listed company on the Australian Stock Exchange. As Head of Loyalty and Retention at Adore Beauty, we are joined once again by Miranda Bliss , who describes herself as someone with “loyalty in her blood” and is incredibly proud to have designed and launched the first ever loyalty programme for Adore Beauty customers. As the program continues to prove itself as a strategic pillar for the business an...
Sep 07, 2022•31 min•Season 1Ep. 273
Pieter Twine is the General Manager of the " MySchool MyVillage MyPlanet " loyalty programme, based in South Africa. It is an internationally recognised loyalty programme with multiple awards at the International Loyalty Awards & in the South African Loyalty Awards. Pieter himself is a judge at the International Loyalty Awards and has worked on the MySchool programme from the early years until now, as it celebrates its 25th anniversary. It is a multi-partner programme but with a difference i...
Sep 06, 2022•46 min•Season 1Ep. 272
Today we're summarising what we learnt from business coach Jon Dwoskin , who shared his insights on how to drive customer loyalty and connection using content. Brands are increasingly realising the power of both audio and video content as tools to build customer loyalty, alongside the loyalty programmes our industry typically manages, so we discuss how adding new communication formats such as the human voice can create compelling connections with customers. Show Notes: 1) Jon Dwoskin 2) Full int...
Sep 05, 2022•5 min•Season 1Ep. 271
This episode showcases an innovative crypto-based rewards option that's focused on loyalty programmes in the travel and hospitality sector. Flycoin is a new, trade-able, digital currency which can be used to reward members with an asset they control – offering a truly web 3.0 approach to driving customer loyalty. Joining "Let's Talk Loyalty" to discuss this is Lenny Moon, CEO of Flycoin - so whether you’re a crypto fan, a crypto sceptic – or just trying to understand the potential for crypto-cur...
Aug 31, 2022•44 min•Season 1Ep. 270
Today’s episode features another retail success story, this time from a much-loved Dutch brand called HEMA . With an incredible heritage of almost 100 years, HEMA's approach to business showcases some of the key principles that drive customer loyalty – values like simplicity, consistency, and fairness. Joining today’s show to share her insights on how this retailer earns so much customer loyalty from its customers is Karlijn Van Den Berg , HEMA's Loyalty & CRM Manager, based in the Netherlan...
Aug 30, 2022•36 min•Season 1Ep. 269
The Loyalty Science Lab works with loyalty industry leaders to identify and research commercially important concepts that drive loyal customer behaviour. Today's short show summarises some of our key learnings from our interview with Professor Yuping Liu-Thompkins who creates and publishes her loyalty research in top marketing and advertising journals. Listen to learn some of the exciting insights from her research, which will be fascinating to anyone working in the industry. Show Notes: 1) Yupi...
Aug 29, 2022•8 min•Season 1Ep. 268
Today’s episode of Let's Talk Loyalty features another huge US retail success story! “Floor and Decor” is one of the country’s leading flooring retailers and it has also been recognized as one of Fortune’s 100 fastest-growing companies. We are joined by Matt Goldberg , who shares with us the insights behind the Pro Premier Rewards program – a loyalty strategy that has been designed to deliver powerful benefits to their community of flooring professionals nationwide, with a vision of continually ...
Aug 24, 2022•36 min•Season 1Ep. 267
Today's episode features an award-winning loyalty program for people who value an exceptional night’s sleep! *Sleep Number* is a 35-year-old retail brand that achieved revenues in excess of $1.85 Billion in 2021. The company operates over 650 stores in 50 states in North America, and seems to be going from strength to strength! In this episode, we discuss their Inner Circle Rewards program and its role in driving customer advocacy. Our guest is Lisa Erickson , Sr. Director of CRM and Loyalty, wh...
Aug 23, 2022•38 min•Season 1Ep. 266
The Greenbacks Loyalty Programme has evolved as a powerful way for Nedbank to reward its complete banking relationships with its customers. In this short summary show, I'm summarising my interview with Dharmesh Bhana , who is leading the evolution of their compelling loyalty proposition, focused on benefitting all stakeholders. Whether it's to help customers manage their money better, reward responsible borrowing or build excitement and engagement at key moments in customer's lives, this loyalty...
Aug 22, 2022•7 min•Season 1Ep. 265
Today’s episode of Let's Talk Loyalty features an exciting announcement about how we’re growing the show, now that we're three years old and all grown up! Let's Talk Loyalty was launched in August 2019 and has gone from strength to strength, sharing compelling content three times a week. This show explains the new way we will be bringing you even more exceptional content. Joining today's episode to announce this new partnership is Amanda Cromhout , Founder and CEO of Truth , an international loy...
Aug 17, 2022•35 min•Season 1Ep. 264
" Beyonde " is a customer experience consulting firm based in Sydney Australia, with a single-minded focus on identifying, evaluating, and implementing the best global solutions to create compelling loyalty concepts. This episode features the latest customer strategy and inspiring loyalty propositions that the Beyonde team are exploring. Listen to hear Managing Director Simon Rowles talks about data – no longer as “the new oil” but as an even more powerful and profitable asset now that it is bec...
Aug 16, 2022•46 min•Season 1Ep. 263
In this short summary show, I review my interview with Mike Atkin , also known as the "Loyalty Guru", in which he shared the framework that he uses to expertly assess any loyalty program against industry best practice. With any loyalty investment, it's essential to know what's working and what's not, so listen to learn how the " Loyality Check" works, so you can access the same key principles, and understand if your loyalty program is working as powerfully as it should! Show Notes: 1) Mike Atkin...
Aug 15, 2022•6 min•Season 1Ep. 262
Bilt Rewards is an innovative US-based loyalty program that was created in 2021 to make rent more rewarding! The program is just one year old, yet it has already transformed the home rental industry, by tracking, rewarding, and reporting on-time rent payments by tenants, in a way that creates an exciting path to home ownership and offers members ways to earn cheaper travel and plan the trip of their dreams! We are joined today for a second interview by Dave Canty from Bilt Rewards, who shares th...
Aug 10, 2022•48 min•Season 1Ep. 261
Today is a short summary show of our interview with Bart Demczuk , Managing Director at Comarch Middle East, who joined "Let's Talk Loyalty" in 2021 to share his perspective on our industry and what key issues were top of mind with his loyalty marketing technology clients in the Middle East region. Bart shared his insights and expertise on how to best manage the data that we collect on our customers, given the importance of balancing privacy and personalization in a way that customers truly valu...
Aug 09, 2022•8 min•Season 1Ep. 260
Adore Beauty has had incredible growth and success in recent years, and is now Australia's top online pure-play beauty retailer. In 2020, the eCommerce business launched an innovative non points-based loyalty programme called the Adore Society . With exclusive benefits for each loyalty tier based on member's spend, the Adore Society also focuses on education, compelling content and entertainment for customers, which together which are driving incredible growth and loyalty. Miranda Bliss is the b...
Aug 08, 2022•6 min•Season 1Ep. 259
Web 3.0 is of the hottest topics in business right now, but most of us have yet to figure out what the potential could be for these newest technologies within our loyalty programs. Whether it's blockchain technology, crypto-currencies, the metaverse, or NFT’s, few can figure out whether the opportunities they offer are purely for fun or for real commercial consideration! Joining me on this show to help separate facts from fiction is Stuart Evans , a Web 3.0 strategy advisor with a passion for un...
Aug 03, 2022•56 min•Season 1Ep. 258
Today, "Let's Talk Loyalty" meets airline industry thought-leader Mark Ross-Smith , who shares his insights on global airline loyalty programmes – their role, positioning, and potential for greater profits with seemingly plenty more room for growth! It's a fascinating discussion about innovative ideas to drive customer loyalty, learning from both the gaming industry as well as strategies that have been adopted by some leading airlines with great success. We hear some fascinating recent valuation...
Aug 02, 2022•54 min•Season 1Ep. 257
How can a financial services firm like Old Mutual compete against a powerful market leader, in an industry that consumers often find confusing and expensive! The answer is by adding incredible value and being loyal to members so that they learn to trust your brand, even before they need to buy your products. In this short summary, learn the ideas and insights that are driving growth, connection, and financial wellbeing with Old Mutual's members and customers. Show Notes: 1) Brett Cameron - Head ...
Aug 01, 2022•7 min•Season 1Ep. 256
Today’s episode features key insights from the industry's best-known research report that’s produced every year by Bond Brand Loyalty. Featuring insights from more than 39,000 consumers in eleven markets including North America and Europe, it includes consumer loyalty feedback on over 750 consumer brand programs in 15 industries. This episode features Alie Donnelly and Sean Claessen from Bond Brand Loyalty , who share their initial insights that have just been published in the first post-pandemi...
Jul 27, 2022•55 min•Season 1Ep. 255
Today's episode discusses the increasing need for customer loyalty in the railway industry for the first time! Renfe is the leading train company in Spain, carrying over 500 million passengers a year and at 80 years old, they are facing new challenges as a business, with increasing competition not only from cars and flights as in the past, but also now from two new rail operators. Our interview is with Javier Marin Martinon , Chief Commercial, Loyalty, and Customer Officer, who shares some great...
Jul 26, 2022•43 min•Season 1Ep. 254
This short summary explains how a better understanding of the psychology of human beings can help us design better loyalty programmes! Dr. Anil V. Pillai offers some interesting insights on what needs most people are seeking to satisfy when they join our programmes, and key factors to how successfully we deliver on that. This episode showcases key ideas that often get forgotten along the way when we design our loyalty journeys, often becoming increasingly complex to satisfy multiple business nee...
Jul 25, 2022•6 min•Season 1Ep. 253
Few industries have been as dramatically affected by the internet as the publishing industry, when free news and the instant availability of global information online became a threat to the entire business model for newspapers. And yet, despite the disruption, trusted brands like the Irish Times have managed to re-invent themselves and survive, and it was also an industry that benefitted from the impact of the Covid pandemic, as readers increasingly sought information they could trust. Quality n...
Jul 20, 2022•52 min•Season 1Ep. 252
One of Canada's best kept secrets, Northland Properties is a family business that operates an impressive portfolio of businesses including restaurants, resorts, sports teams and hotels! In 2021, the Sandman Hotels within the Group completed a dramatic digital transformation of their loyalty program, and in this episode, I'm joined by Fiona McFaul , the Vice President of Marketing and Loyalty for the Sandman Group who shares their journey one year on from launching their RSVP Rewards program. Sho...
Jul 20, 2022•46 min•Season 1Ep. 251
This episode celebrates the 250th episodes of Let's Talk Loyalty! The Star Alliance is an extra-ordinary example of how global partnerships can be created to ensure a compelling, consistent and seamless experience for airline customers and earn their loyalty. Listen to learn the highlights of my interview with the Star Alliance Group Director of Loyalty, Renato Ramos who shares some superb alliance loyalty insights, including some ideas on how airline loyalty programs might evolve in the post-pa...
Jul 18, 2022•7 min•Season 1Ep. 250
In today’s hyper-competitive environment, telecommunications companies around the world are increasingly looking to customer loyalty mechanics to grow and succeed. Etisalat , headquartered in the UAE is the most valuable brand across all consumer categories in the Middle East and Africa, with a market valuation of over $41b. The Group recently rebranded to e& as part of its strategy for constant evolution and innovation, which includes a long and impressive history of developing propositions...
Jul 13, 2022•35 min•Season 1Ep. 249
Verizon is one of the largest telecommunications companies in the United States and is of course a huge company with a huge customer base to retain in an extremely competitive industry. Its loyalty program called " Verizon Up " has won multiple loyalty awards so we were joined by Lisa Routel , Verizon’s Marketing Strategy Lead to learn all about it. Lisa shares the latest propositions she’s building to keep Verizon customers engaged as well as some insights from her earlier career in loyalty wit...
Jul 12, 2022•42 min•Season 1Ep. 248
This episode is a summary of some of my favorite ideas that have exciting potential for loyalty marketing professionals. From Whatsapp as a messaging platform, to the power of a voice marketing strategy and my all-time favourite - payment-led loyalty. This short show summarises superb insights from Lisa Brightwell , the founder of one of the UAE's top loyalty agencies, who shares how these powerful tools can be used to differentiate your brand in this era of dramatic changes in consumer behaviou...
Jul 11, 2022•7 min•Season 1Ep. 247
