Steven 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 propos...
Nov 23, 2022•49 min•Season 1Ep. 306
This 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 Cohen ,...
Nov 22, 2022•41 min•Season 1Ep. 305
Airline 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 creative conc...
Nov 21, 2022•8 min•Season 1Ep. 304
Today’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 the ...
Nov 16, 2022•56 min•Season 1Ep. 303
Today'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 conversatio...
Nov 15, 2022•38 min•Season 1Ep. 302
* 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 clear un...
Nov 15, 2022•8 min•Season 1Ep. 301
Today'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! Show...
Nov 09, 2022•51 min•Season 1Ep. 300
Dr. 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 are a dat...
Nov 08, 2022•45 min•Season 1Ep. 299
Today 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 loyalty ma...
Nov 07, 2022•9 min•Season 1Ep. 298
The “ 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 discuss th...
Nov 02, 2022•43 min•Season 1Ep. 297
Today'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 Creative Dir...
Nov 01, 2022•1 hr•Season 1Ep. 296
As 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 Rob's v...
Oct 31, 2022•7 min•Season 1Ep. 295
Loyalty 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, showca...
Oct 26, 2022•48 min•Season 1Ep. 294
Creating 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 their ...
Oct 25, 2022•36 min•Season 1Ep. 293
AA 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) Ian Sutclif...
Oct 24, 2022•7 min•Season 1Ep. 292
FedEx 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 region. Wi...
Oct 19, 2022•37 min•Season 1Ep. 291
A 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 Am...
Oct 18, 2022•42 min•Season 1Ep. 290
Data 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 Director of ...
Oct 17, 2022•8 min•Season 1Ep. 289
Capillary 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 sh...
Oct 12, 2022•43 min•Season 1Ep. 288
Anita 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. Show Notes:...
Oct 11, 2022•43 min•Season 1Ep. 287
Bilt 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. Listen to...
Oct 10, 2022•7 min•Season 1Ep. 286
How well do you optimize your email campaigns to drive your customer loyalty? In this episode, we are joined by Sondre Wassås , Partner at CPM Analytics , who has run loyalty programs for some of the best- known retailers in Scandinavia. Sondre believes it's increasingly important to move beyond the basics of personalization, segmentation and A/B testing and find powerful new ways to optimize your loyalty programme newsletters using the latest analytics. Listen to hear Sondre explain his innovat...
Oct 05, 2022•47 min•Season 1Ep. 285
Today we are hearing from the iconic " Fuel Rewards " program from Shell in North America. With almost 30 million members, and over 12,600 fuel stations nationwide, Shell’s award-winning “Fuel Rewards” program continues to remain relevant and compelling for American motorists, with a core proposition based on cents-per-gallon savings. To celebrate their ten-year anniversary, Shell’s Fuel Rewards program recently launched 10 months of exciting new ways to save, and also new ways to win. Listen to...
Oct 04, 2022•36 min•Season 1Ep. 284
Livelo is the leading loyalty and coalition marketing services provider in Brazil, and this short show summarises its secrets to success. Livelo is now one of the fastest growing and more profitable companies in the country, so listen to hear Daniel Pagano share how the power of a structured and strategic approach can be used delight customers and merchants alike. Show Notes: 1) Daniel Pagano 2) Livelo 3) Let's Talk Loyalty with Livelo - Episode 133...
Oct 03, 2022•6 min•Season 1Ep. 283
Ulta Beauty is the largest beauty retailer in the United States, operating over 1,300 stores across 50 states. With over 38 million members, their " Ultamate Rewards " program is one of the key drivers of their continued success. This industry-leading loyalty program is enjoyed and appreciated by customers and company executives alike, so in today's episode we were delighted to learn about it from Nicole Bernhardt , the Head of Ultamate Rewards. Listen to hear Nicole share the importance of unde...
Sep 28, 2022•33 min•Season 1Ep. 282
Today's episode showcases a healthtech idea that is taking the world by storm! It sounds too good to be true, but Sweatcoin’s business model is based on rewarding its users simply for walking. The app leverages the power of instant gratification to create consistent behavior change at truly extraordinary scale, and driving longer term health benefits. Jessica Butcher joins "Let's Talk Loyalty" to share the secrets of the success of the Sweatcoin app, and what they are calling the Sweat Economy, ...
Sep 27, 2022•40 min•Season 1Ep. 281
Shopping mall loyalty programs are notoriously difficult to create successfully, with diverse needs across merchants, mall operators, and shoppers. The Galerija Belgrade Mall , which opened in late 2020, and its loyalty programme "Moj Beograd" seem to be doing exactly that. Listen to this short summary show to learn all about how this luxury shopping mall developed and funded their loyalty program in a way that's delighting all of the stakeholders involved. Show Notes: 1) Vanesa Jovanovic 2) Cha...
Sep 26, 2022•6 min•Season 1Ep. 280
Ralph Browning recently joined our friends in Epsilon as their Business Development Director for the EMEA region. Ralph has been building loyalty programs and propositions for over twenty years, and he joins me today to share some of the latest fascinating case studies and trends he’s seeing in our industry. In our discussion, Ralph showcases some exciting ideas that have been launched recently by some of Epsilon’s clients. including the latest innovation in FMCG loyalty, with Kelloggs as one ic...
Sep 21, 2022•48 min•Season 1Ep. 279
The MOL Group is a leading oil and gas company operating across Central and Eastern Europe, headquartered in Hungary, with operations in over 30 countries and over 25,000 employees. István Mag , is Head of their Digital Lab, and he joins this episode to share how the MOL Group is transforming itself from a traditional fuel retailer to a digitally-driven consumer goods retailer. The business has incredible plans to expand to new categories, led by loyalty as the platform on which their expansion ...
Sep 20, 2022•46 min•Season 1Ep. 278
The " Young Warriors " movement was created to leverage loyalty mechanics for a social cause rather than a commercial one. They created a social currency that recognises those who are taking action to educate, inspire and reassure their communities how best to protect themselves and their families against Covid-19. This short summary show explains how Unicef's "Generation Unlimited" is harnessing Whatsapp to share knowledge and drive the maximum impact against the Covid pandemic. Show Notes: 1) ...
Sep 19, 2022•6 min•Season 1Ep. 277
