"Data enrichment" can dramatically improve your customer's experience, regardless of how much or how little marketing technology already exists in your business. This is the compelling concept we learn on today's episode with Jamshed Mughal , Global Vice President of Strategy and Services for Cheetah Digital, part of the Marigold Group. Jamshed has worked for some of the biggest technology companies in the world, and in this episode, he shares his global perspective and advice on how brands can ...
Apr 12, 2023•42 min•Season 1Ep. 366
This episode focuses on the loyalty market in Germany, featuring expert insights from Nicole Wilhelm . Nicole is an independent customer loyalty expert, a well-known industry thought leader and an advocate for emotional loyalty. Nicole is a key contributor to the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov , which explores loyalty membership, appeal and impact across 24 European Markets. Listen to learn about the loyalty landscape in German...
Apr 11, 2023•42 min•Season 1Ep. 365
Air Canada has reimagined their points promise, offering flexible and unique rewards unlike any other airline. In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights the incredible relaunch of the Aeroplan rewards programme, from the original podcast hosted by Paula Thomas and featuring Derek Whitworth , former Managing Director of Marketing & Loyalty Optimization at Air Canada and currently Managing Director, Digital Channels. In this episode, Derek discusses the new Aeropl...
Apr 10, 2023•6 min•Season 1Ep. 364
Todays' guest is a nationally recognized, award-winning relationship marketing expert in the United States, whose agency has created or managed loyalty programs for brands like NASCAR, PetSmart, GNC and Chipotle. Listen to hear Incendio 's Jenn McMillen , and her insights on emerging marketing trends that offer exciting possibilities to drive innovation in our loyalty programs. You will hear some powerful ideas around the emergence of some new demographic trends, the business of “live shopping” ...
Apr 05, 2023•53 min•Season 1Ep. 363
Celeste Williams is Head of Marketing for Vitality South Africa. Celeste shares generous performance statistics on how this leading programme changes behaviour of its members. With over 40 million members worldwide in 40 countries, Vitality is a well known brand in the Healthcare industry. Through this interview, we learn how innovation, gamification and a relentless focus on a shared value model reframes the term ‘loyalty’ and can prove engaged members live longer. Discovery has a high performa...
Apr 04, 2023•44 min•Season 1Ep. 362
Cathay Pacific is an extremely innovative brand who have developed innovative new ways to engage with fliers and members through WhatsApp, virtual reality and social channels.. In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights the lifestyle and wellness innovations of the Cathay Pacific Airways Program , from the original podcast hosted by Paula Thomas and featuring Paul Smitton, Former - Director of Customer – Lifestyle at Cathay Pacific Airways . Paula explains Cathay’s n...
Apr 03, 2023•6 min•Season 1Ep. 361
This episode features some incredible pan-European loyalty research which is literally hot off the presses. Charlie Hills , MD of Mando Connect in the UK joins "Let's Talk Loyalty" today to share their latest research report which is the first one researching loyalty insights from across Europe. Charlie shares key insights such as the membership, appeal and impact of loyalty programs across 24 European markets, featuring input from 7 loyalty experts and 3 loyalty program owners. We are joined al...
Mar 29, 2023•55 min•Season 1Ep. 360
Today's episode of "Let's Talk Loyalty" is a fascinating conversation about the power of their loyalty to drive commercial value for one of the world’s leading hospitality groups – Accor . Headquartered in France, the Accor Group operates over 5,400 hotels in 110 countries across 40 brands from luxury to economy, each with their own distinct personality, price point and brand promise. As Accor brands, they can each access the ALL program , which combines compelling recognition and rewards for gu...
Mar 28, 2023•48 min•Season 1Ep. 359
Microsoft is one of the world’s most successful companies in technology, entertainment and in recent years, a leading platform in gaming. In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights the key features of the Microsoft Rewards program, from the original podcast hosted by Paula Thomas and featuring Adam Grupp , Former Director of Microsoft Rewards. Microsoft Rewards engages members for gaming online, through Xbox as well as its Bing search site, where users earn rewards t...
Mar 28, 2023•6 min•Season 1Ep. 358
This episode features H&M - one of the world’s greatest fashion retailers. With over 150 million members of its program world-wide, H&M has achieved some incredible results, balancing its global loyalty proposition with local market needs, to stay relevant in this incredibly competitive sector. Our guest is Dominik Olejko , Regional Customer Insights & Engagement Manager for H&M in Eastern Europe. Listen to enjoy Dominik's incredible career spanning 15 years in retail loyalty for...
Mar 22, 2023•45 min•Season 1Ep. 357
Wojciech Kempny is the Consulting Director for Comarch covering Africa, Asia Pacific and other markets here in the Middle East region, and is truly someone known as a GLOBAL voice of loyalty! With such vast geographical responsibilities for Comarch’s loyalty clients, Wojciech joins the show to explain some of the fascinating cultural similarities and differences between these global markets. Listen to hear his fascinating insights on loyalty programs in Saudi Arabia – one of the most exciting ma...
Mar 21, 2023•53 min•Season 1Ep. 356
Points for Good is a programme partner for brand loyalty programmes that allow customers to donate reward points toward a social purpose. Listen to Tom Peace highlight this amazing business, started in India by Brian Almeida as Points for People and expanding globally. Brands have long partnered with charities, but keeping the relationship successful long-term can be a labor-intensive task. With a flexible platform that allows brands to customize the points structure and the charities offered, P...
Mar 20, 2023•6 min•Season 1Ep. 355
Today's episode focuses on some exciting new loyalty insights relevant for marketers in the UAE. As part of their global expansion, Epsilon has been hard at work researching UAE consumer loyalty preferences, and is now sharing these retail benchmarking insights. Ganga Ganapathi , Epsilon's Vice President of International Marketing, shares the strategic thinking that led to Epsilon's decision to invest in this industry index, and some of the surprising findings that emerged in the UAE. In such an...
Mar 15, 2023•42 min•Season 1Ep. 354
Richard Schenker is the Founder & Chief Customer Engagement Officer of Loyal Strategy Consulting and he is also a seasoned loyalty executive who talks with experience about Enterprise-wide data utilisation (EWDU). We debate the difference between EWDU and customer-centric retailing and the interview reveals many aspects of EWDU in the retail environment. Richard explains how data insight drives price and promotional optimisation and can be deeply used for category protection, focusing also o...
Mar 14, 2023•40 min•Season 1Ep. 353
As Denmark’s largest retailer, The Salling Group serves over 11 million customers per week and operates more than 1,400 retail locations including restaurants, discount, grocery stores and coffee shops. In this week’s episode, Tom reviews the interview between Paula and Andras Szocs , Head of Customer Programs and Center of Excellence for The Salling Group (at the time of original publication in February 2022) Hear how they arrived at taking the less traditional route with this company-wide, ful...
Mar 13, 2023•6 min•Season 1Ep. 352
Today’s episode features Rory Sutherland , the best-selling author of Alchemy, The Surprising Power of Ideas That Don’t Make Sense and the Vice Chairman of Ogilvy Group in the UK. Rory provides a fresh perspective on customer behavior, loyalty and brands – among other things – and it comes at a perfect time, ahead of the Loyalty Summit CXM conference in Zurich and a time when loyalty is in desperate need of innovation. Rory is fascinating to listen to, inspiring in his ability to think different...
Mar 08, 2023•53 min•Season 1Ep. 351
Today's episode discusses the valuations, challenges, risks and opportunities of airline loyalty programs around the world. Our guest is Evert de Boer , whose firm " On Point Loyalty " specializes in offering consulting, capital and insights to the airline loyalty industry. On Point Loyalty produces a report every 3 years detailing its estimates of the valuations of over 100 airline loyalty programs around the world. Listen to this episodes to learn Evert’s insights on the reasons that airline l...
Mar 07, 2023•47 min•Season 1Ep. 350
In this episode, Tom reviews the interview between Paula and Robbie Kellman Baxter , the world’s leading expert on subscription pricing and membership models. Listen in to understand why program managers should consider offering subscriptions or paid for memberships to remain competitive. Robbie is a bestselling author, speaker and consultant with more than twenty years of experience providing strategic business advice to major organizations including Netflix and other notable brands. She is the...
Mar 06, 2023•6 min•Season 1Ep. 349
This episode features an industry legend - Brian Kelly , who is well-known to millions of people as the “ Points Guy ” – the original travel influencer. Brian dramatically changed our industry when he took his lifelong passion of creating an extraordinary lifestyle for himself using his loyalty points, and created an entire empire around helping other people to do the same. Brian joins us on "Let's Talk Loyalty" as an industry voice who is truly passionate about helping consumers “learn, earn, a...
Mar 01, 2023•42 min•Season 1Ep. 348
Today’s episode explores the connection between fans, especially sports fans, and Fanatics the company, which in the last decade has grown from a modest ecommerce retailer into one of the most influential and innovative companies in sports. Through hundreds of sites and dozens of retail locations, Fanatics offers the broadest assortment of fan merchandise and memorabilia worldwide, and has amassed a database of nearly 100 million fans that it will leverage as it expands into collectibles - Fanat...
Feb 28, 2023•48 min•Season 1Ep. 347
In this episode, Tom Peace highlights the key success factors that make eBucks such an amazing program. Back in January 2022, Let’s Talk Loyalty spoke with Johan Moolman , CEO of eBucks , about what makes his programme the one that South African people said they couldn’t live without. eBucks is a rewards program for FNB bank customers, providing rewards to card users for simply spending with their bank cards. The highly successful program has been running for 21 years and is multi-award-winning ...
Feb 27, 2023•5 min•Season 1Ep. 346
Today we hear some super perspectives on loyalty in the APAC region with our friends in Collinson . Our guests are Thomas Dornis , Vice President of Data & Insights, and Rohan Bhalla , Vice President of Business Solutions, both based in Singapore. Listen to hear their latest research on just how passionate customers are to travel again in 2023, and some great work Collinson is doing in the region to help brands tap into that incredibly popular reward category to drive customer loyalty. Rohan...
Feb 22, 2023•50 min•Season 1Ep. 345
Piotr Kozlowski is a well-known and respected loyalty expert as the Vice President of Consulting for loyalty solutions at Comarch . With such incredible loyalty industry expertise throughout his career, Piotr is a real leader, with an incredibly interesting global perspective. In this episode shares his latest ideas on key trends and developments in loyalty worldwide. Listen to hear specific insights on the evolution of coalition loyalty programs, key trends in retail loyalty, as well as the gro...
Feb 21, 2023•46 min•Season 1Ep. 344
I n this episode, Tom Peace summarises the key points from Steve Hui's interview with Paula Thomas about how earning loyalty points on airline schemes is easy but redeeming them is not. He shares his top tips and ideas for loyalty professionals to drive points redemption, which is vital for program health. Both Tom and Steve are passionate about airline loyalty programs and the collection of airmiles, and there are some great tips in here for loyalty program managers and frequent flyers! Hosted ...
Feb 20, 2023•6 min•Season 1Ep. 343
This episode features a truly inspirational customer relationship program from Quebec in Canada. SAQ is a retail brand, selling wines, beers and spirits from 3,700 suppliers from 80 countries. It is one of the best examples we have seen of using customer data in a way that’s equally meaningful to both customers and the business, which is owned by the Government of Quebec. Joining this episode to explain all about the “ Inspire ” program is Nevine Baracat , the CRM and brand lead for SAQ in Quebe...
Feb 15, 2023•34 min•Season 1Ep. 342
Tjhai A Eng is Head of Marketing & Loyalty at Matahari Department Stores in Indonesia. Matahari is the biggest department store chain in this vast country and its rewards programme is also the country's biggest retail programme. With over 7 million members, Matahari Rewards has re-invented itself based on strong customer insight and a customer-led engagement plan to re-invigorate its proposition after the tough impact of the COVID-19 pandemic. A Eng shares the KPI performance of the programm...
Feb 14, 2023•36 min•Season 1Ep. 341
Cristina Ziliani is the Professor of Loyalty Marketing and CRM at the University of Parma , Italy, where she has been leading the “Loyalty Observatory” for an incredible 20 years. In this episode, she shares the work they do for the Italian loyalty community, which includes loyalty research, consulting and education across the entire field of loyalty, CRM, CX, and analytics. Tom Peace , from The Loyalty People , shares his thoughts on the great work Cristina and her team do, and showcases the in...
Feb 13, 2023•6 min•Season 1Ep. 340
This episode explores loyalty from a strategic marketing perspective – learning what drives loyalty as an outcome and as a feeling, rather than any one particular loyalty programme. Our guest is Jason Foo , the Founder and CEO of London-based agency BBD Perfect Storm , which specializes in brand and culture transformation, with a goal of unlocking “irrational loyalty” for its clients from their customers. Jason is also a Global Board Director and Treasurer of the Marketing Society, a Marketing F...
Feb 08, 2023•40 min•Season 1Ep. 339
Today’s episode looks at some of the recent work by Daniel McCarthy , Assistant Professor of Marketing at Emory University’s Goizueta Business School. Interestingly, Daniel's work straddles the academic and private sectors. Daniel's work with Wharton Professor Peter Fader on CLV (Customer Lifetime Value) at Zodiac was so valuable that Nike bought the company, and together they have developed innovative concepts such as CBCV, Customer-Based Corporate Valuation, with their new company, Theta Equit...
Feb 07, 2023•47 min•Season 1Ep. 338
Key insights from Meenakshi Nagarajan , SVP, Recurring Revenue and Loyalty from Panera Bread , a US bakery chain of over 2,000 cafes and one of the restaurant industry’s largest loyalty programmes. In early 2020, Panera Bread dramatically changed the loyalty industry with a disruptive subscription proposition, offering unlimited coffee for just $8.99 a month. Tom Peace , from The Loyalty People , shares his thoughts on this innovative approach to QSR customer loyalty, several years ahead of othe...
Feb 06, 2023•6 min•Season 1Ep. 337
