The " Insiders Program " is an innovative loyalty program designed to solve the unique challenges of the nationwide body responsible for the promotion and success of the game of soccer in the USA. Olivia Hoelting is the Loyalty coordinator for the United States Soccer Federation , and she joined us to share the story of their program, which includes both a free tier and a subscription option for soccer fans. Using the tagline “ Fuel your Fandom ”, the USSF Insider’s Program offers a unique combi...
Feb 01, 2023•35 min•Season 1Ep. 336
Phil 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 months. ...
Jan 31, 2023•25 min•Season 1Ep. 335
Key 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 very f...
Jan 30, 2023•5 min•Season 1Ep. 334
This 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 and sust...
Jan 25, 2023•43 min•Season 1Ep. 333
Today 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. As wel...
Jan 24, 2023•40 min•Season 1Ep. 332
Key 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 Strategy at ...
Jan 23, 2023•7 min•Season 1Ep. 331
Today "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 success, ...
Jan 18, 2023•47 min•Season 1Ep. 330
Domino’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 loyal...
Jan 17, 2023•51 min•Season 1Ep. 329
Key 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 Isabelle t...
Jan 16, 2023•7 min•Season 1Ep. 328
Costco 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 Costco...
Jan 11, 2023•47 min•Season 1Ep. 330
Dr 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 simplicity, val...
Jan 10, 2023•40 min•Season 1Ep. 326
Key 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 learning...
Jan 09, 2023•8 min•Season 1Ep. 325
The 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 Awards is m...
Jan 04, 2023•53 min•Season 1Ep. 324
Ikea 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 the bra...
Jan 03, 2023•40 min•Season 1Ep. 323
Today 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...
Jan 02, 2023•14 min•Season 1Ep. 322
Today'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 program, ...
Dec 28, 2022•44 min•Season 1Ep. 321
Our 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 explains how ...
Dec 27, 2022•35 min•Season 1Ep. 320
Arsenal 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 and ...
Dec 26, 2022•7 min•Season 1Ep. 319
Maxol 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 Donaldson , to...
Dec 21, 2022•1 hr 1 min•Season 1Ep. 318
Scene+ 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 grown to ...
Dec 20, 2022•44 min•Season 1Ep. 317
L'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 leading...
Dec 19, 2022•7 min•Season 1Ep. 316
Ben 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 dominant pa...
Dec 14, 2022•33 min•Season 1Ep. 315
Today'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 Group, who...
Dec 13, 2022•36 min•Season 1Ep. 314
Today 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 Skywar...
Dec 12, 2022•8 min•Season 1Ep. 313
Today 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...
Dec 07, 2022•50 min•Season 1Ep. 312
Cécile 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 into loyalty le...
Dec 06, 2022•44 min•Season 1Ep. 311
New 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 has cr...
Dec 05, 2022•8 min•Season 1Ep. 310
Have 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. List...
Nov 30, 2022•53 min•Season 1Ep. 309
There 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 passionate...
Nov 29, 2022•44 min•Season 1Ep. 308
With 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, the ...
Nov 28, 2022•8 min•Season 1Ep. 307
