Today’s episode features Velocity , the loyalty program from Virgin Australia . As one of the world’s most famous challenger brands, Virgin enjoys a global portfolio of inspiring businesses that are dedicated to delighting customers around the world, and Virgin Australia's Velocity programme does exactly that! Our guest is Nick Rohrlach , CEO of Velocity, who shares with us the dramatic transformation of both the airline and its loyalty business in recent years. Customer loyalty is at the heart ...
Aug 30, 2023•38 min•Season 1Ep. 426
Today’s episode features some industry personalities who have worked on loyalty propositions and marketing for some of the most famous loyalty firms and travel and hospitality brands in the world, particularly in the US market. Guy Cierzan and Andrew Kelly have recently joined forces to offer a loyalty advisory service for brands called Hydrate Loyalty , and they join us today to share some of their insights on the latest trends in loyalty marketing, and the importance of obsessing about your cu...
Aug 29, 2023•46 min•Season 1Ep. 425
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast hosted by Paula Thomas, where she is joined by Erin Levzow , who shares her industry-leading insights and ideas from their “Del Yeah!” program which has already won prestigious awards – including B2C app of the year and the Gold Award for Loyalty Strategy. Del Taco is the world’s second-largest Mexican fast-food restaurant chain, and its loyalty program is playing a vital role in its popularity and growth. Le...
Aug 28, 2023•6 min•Season 1Ep. 424
Today’s episode featuring an unusual category for us to have on the show but an incredibly interesting one. AB InBev is a company that celebrates life, especially key highlights like parties, sports and entertainment, and it describes its mission as creating “a future with more cheers”. The business brews and sells a diverse portfolio of over 500 beer brands includes global names like Budweiser®, Corona® and Stella Artois® which are sold both direct to consumer and of course to trade partners in...
Aug 23, 2023•50 min•Season 1Ep. 423
This episode focuses on multi-award winning UK loyalty programme, VeryMe Rewards from Vodafone , featuring expert insights from Pete O’Donnell . Pete is the Head of Loyalty for Vodafone in the United Kingdom. He is an experienced senior commercial manager with a proven track record across the telecommunications industry. Pete 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 an...
Aug 22, 2023•42 min•Season 1Ep. 422
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula is joined by Kelly N Cook , EVP, Chief Marketing and IT Officer for David’s Bridal . David’s Bridal is a US-based retailer that specializes in wedding gowns, prom gowns and formal wear, and offers an extraordinary collection of beautiful outfits for all of life’s magical moments. Operating over 300 store locations in various countries as well as online, in 2020, David’s Bridal stores created an in...
Aug 21, 2023•6 min•Season 1Ep. 421
Today’s episode celebrates our 4th birthday in Let’s Talk Loyalty, in partnership with our friends in The Wise Marketer Group , where we are together announcing an incredible competition. My guest is Aaron Dauphinee , Chief Marketing and Business Development Officer with the Group, which includes The Wise Marketer.com website and The Loyalty Academy . The Loyalty Academy was established in 2015 and offers global loyalty education. Since then, it has gone on to certify 739 loyalty marketing profe...
Aug 16, 2023•40 min•Season 1Ep. 420
Today’s episode features insights on trust from Australia. Mark James and Bonnie McCoy from Customology recently released their updated research on customer concerns around trust and brand communications in the Australian market. As an essential pre-requisite to earning customer’s loyalty, Mark and Bonnie share their insights and advice to address what they are calling the “trust crisis”. This issue is becoming even more critical to address as we become more digitally connected, but also more di...
Aug 15, 2023•44 min•Season 1Ep. 419
Tom’s latest short summary show covers the original podcast hosted by Paula Thomas where she is joined by Nicole Auman, Director of Brand Marketing at Sheetz. Sheetz Inc . is one of North America’s fastest-growing convenience store chains, already operating over 600 locations. Tom summarises the key insights from the original podcast on how Sheetz recent major insights and achievements, including a new subscription service, insights on the compelling role that their app is playing as a direct di...
Aug 14, 2023•6 min•Season 1Ep. 420
Today’s episode features the exciting story of the " Doters " loyalty program launched by Viva Aerobus in late 2022. Pablo Sordo joins us to share the story of how they developed the loyalty proposition for Viva Aerobus, which is a low-cost airline based in Mexico. This simple coalition program features partnerships with the local bus company and a banking partner, allowing members to earn miles while flying, taking the bus around the country, and, of course, using their co-brand credit card. L...
Aug 09, 2023•45 min•Season 1Ep. 417
Johan Moolman is CEO of FNB (First National Bank)’s eBucks Rewards. eBucks is 23 years old and has recently scooped three prestigious awards at the International Loyalty Awards, including ‘Best Long-Term programme’ worldwide. Johan has been CEO of this leading retail banking programme for eight years and in this insightful podcast, he describes the obsession with doing the right thing for the customer, which has yielded over $1bn pay out since inception. 90% of eBucks rewards are redeemed within...
Aug 08, 2023•40 min•Season 1Ep. 416
Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she is joined by Kim Hardaker , Managing Director of the Etihad Guest Programme, who shares the latest ideas and insights from one of the travel industry’s leading reward programs. Etihad Guest is a world-leader in airline loyalty, renowned for delivering innovative ideas that delight members in unexpected ways! Tom provides a summary of the show that includes a proposition to support the airlines s...
Aug 07, 2023•6 min•Season 1Ep. 415
Today’s episode is a treat for anyone who is either a pet lover or a pet parent, as well as retail loyalty professionals. Our guest is Bradley Breuer , Vice President of Loyalty and Personalised Marketing at PetSmart in the United States. This year, PetSmart's “ Treats ” program has reached the incredible milestone of 60 million members! Bradley shares some compelling insights on member penetration of sales, as well as some of the key principles of their success that has led the PetSmart Treats ...
Aug 02, 2023•45 min•Season 1Ep. 414
Today’s episode features some "Loyalty Royalty" an interview with one of the 2023 “Top 30 under 40” award winners at the recent International Loyalty Awards in London. Joe Doran is Senior Vice President of Loyalty for Capillary in North America, and he joins us today to share and celebrate Capillary’s truly incredible list of achievements in 2023 so far. Joe also shares his insights around the latest loyalty sectors and strategies that he believes have explosive potential right now, as well as t...
Aug 01, 2023•50 min•Season 1Ep. 413
Tune in and catch Tom's brief overview from the original podcast hosted by Paula Thomas where she is joined by Jonathan Hopkins and Angus Frazer , co-founders of Sonder Media. Sonder Media is a consulting firm that specializes in identifying, valuing, and optimizing the media value of loyalty programs, and Tom will summarise the key insight from Jonathan and Angus who share their expertise on Loyalty’s high margin potential. The original podcast shows the power and potential profitability of usi...
Jul 31, 2023•7 min•Season 1Ep. 412
Today’s episode features a brand that has been at the TOP of our wish list to bring on the show over the past few years. McDonald’s is, of course, the world’s leading global foodservice retailer, with over 40,000 locations in over 100 countries! Just recently, the business was listed in second place in the *World's Most Innovative Companies of 2023* , and they now operate loyalty programs in over 50 markets, with over 50 million members active! Joining me today to share this incredible story is ...
Jul 26, 2023•38 min•Season 1Ep. 411
Today’s episode features another leading US retailer that leverages loyalty to grow its business, in this case, to a whopping $84 billion in revenue in their most recent financial year! “ Sam’s Club ” is a warehouse club with 597 locations across the U.S. and Puerto Rico, that leverages the power of subscriptions since 1983 - way before subscription-based loyalty was so globally recognised as a cool and clever idea! Our guest is Scott Ludwig , Vice President of Membership for Sam’s Club, and he ...
Jul 25, 2023•43 min•Season 1Ep. 410
Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she is joined by Hollie McLellan , formerly Head of Customer Marketing and Loyalty for Boots UK and now Director of Customer Marketing, to discuss the company’s latest innovations and initiatives. When it comes to loyalty programmes in the UK, the gold standard programme that consumers say they love the most is often the Boots Advantage Program. This show was a masterclass in loyalty marketing, show...
Jul 24, 2023•7 min•Season 1Ep. 409
Today’s episode features some incredibly exciting updates from the loyalty program I personally use most often, the award-winning Skywards program from Emirates Airlines . Emirates is known and respected globally as one of the world’s best and fastest growing airlines, and its loyalty program, Skywards now recognizes and rewards over 32 million members around the world! Based in Dubai, the Emirates Group employs over 103,000 staff from more than 160 nationalities and in early May 2023, they repo...
Jul 19, 2023•1 hr 6 min•Season 1Ep. 408
This episode focuses on the loyalty market in Italy, featuring expert insights from Cristina Ziliani . Cristina is a Professor of Marketing at the University of Parma, Italy. She lectures on loyalty management and has been the Director of the Loyalty Observatory since 1999, dedicated to research, consulting and education on Loyalty Management, CRM and CX Cristina is a key contributor to the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov , which ...
Jul 18, 2023•36 min•Season 1Ep. 407
Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she was joined by Brad Macdonald , Epsilon’s Vice President of Loyalty Strategy from May 2022, where Brad talks about the methods and importance of measuring the Value of Loyalty Marketing Investment. Brad describes the methods that Epsilon use to measure and predict loyalty strategy performance and most importantly, ROI. Hosted by Tom Peace . Show Notes: 1) Brad Macdonald 2) Epsilon 3) #227: Measur...
Jul 17, 2023•6 min•Season 1Ep. 406
Today’s episode features the UAE’s latest loyalty program which has been recently launched by a fuel retailer. The Emirates General Petroleum Corporation is otherwise known as EMARAT, and they operate as a leading fuel and convenience store retailer across Dubai and the Northern Emirates. Our guest is Ali Bin Zayed , the Senior Manager Corporate Loyalty for Emarat, who has led the development and launch of Emcan , and today he shares the insights behind its name, how it was developed and some of...
Jul 12, 2023•56 min•Season 1Ep. 405
Today, Let's Talk Loyalty welcomes back an iconic airline brand that is long overdue a return visit to our show. American Airlines first joined us in April 2020 to share how they were thinking about their loyal customers and the role of the AAdvantage program in those first early days of the Covid pandemic. Now, three years on, we revisit this iconic program – which is in fact the longest-running computerised or travel loyalty program in the world. AAdvantage was established in 1981 with a laser...
Jul 11, 2023•49 min•Season 1Ep. 404
In this weeks Let’s Talk a Little Loyalty podcast Tom reviews the original show hosted by Paula Thomas where she is joined by Matthew Stevens , Albertson’s Former Director of Loyalty Programs and Strategy, who shared how their loyalty program is supporting the dramatic transformation of their business, in direct response to changing consumer behaviours and expectations. The original interview with Albertsons showcases a masterclass in retail loyalty strategy and success. Albertsons is one of the...
Jul 10, 2023•6 min•Season 1Ep. 404
Today’s episode features industry insights from Giant Food , the #3 grocery chain in the United States. Our guest is Ryan Draude , who is leading Giant Food’s loyalty approach with a unique perspective! Ryan believes that loyalty leaders have a unique opportunity to create *rituals* that become meaningful moments in their member’s lives, and he is passionate about making sure we create *tangible value* in a way that matters now more than ever to shoppers. Listen to hear Ryan’s willingness to be ...
Jul 05, 2023•49 min•Season 1Ep. 402
This show is extraordinary as we hear Paula’s voice but as the Let’s Talk Loyalty guest rather than show host. Paula shares the evolution of the Let’s Talk Loyalty show which is already in the top 3% of global podcasts and three times higher listenership per show than average B2B podcasts. We learn of Paula’s original intent for starting Let’s Talk Loyalty almost 4 years ago and her future vision and plans to expand into Loyalty TV later this year. Moreover, we learn about the power of content m...
Jul 04, 2023•49 min•Season 1Ep. 401
In this weeks episode of Let’s Talk “a little” Loyalty Tom’s reviews Paula’s original podcast with Adam Posner , who talks about his hugely popular “ For Love or Money™ Australia ” research report and insights from 2022 Adam explains key insights from his research and discusses what compels consumers to join a loyalty programme and the “3 Bs” of loyalty: behaviour, belief and belonging. We also talked about generational differences in loyalty preferences, rewards and even currency types. Whether...
Jul 03, 2023•6 min•Season 1Ep. 400
Today we meet the CEO of an iconic brand here in the UAE. Dubai Golf was established in 1988 and manages some of the best-loved golf clubs in the whole region, Emirates Golf Club , Jumeirah Golf Estates and Dubai Creek Golf & Yacht Club . The company is incredibly proud of its internationally acclaimed championship courses, and has also successfully evolved its hospitality and entertainment business, with both casual and fine dining restaurants of offer, as well as beautiful swimming, fitnes...
Jun 28, 2023•36 min•Season 1Ep. 399
Today’s episode of Let's Talk Loyalty features our friends in Bond Brand Loyalty and their annual Loyalty Report. The Loyalty Report is an annual survey, and this year, Bond has tracked a quarter of a million consumers globally, from more than 750 brands, in dozens of industries, across every type of loyalty strategy. With so much scale and visibility from global markets, the 2023 Loyalty Report truly highlights the key insights loyalty program managers need to know right now, such as the number...
Jun 27, 2023•48 min•Season 1Ep. 398
Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she is joined by Kristi Gole , VP, Head of Product at Global Hotel Alliance to hear how this model works and benefits both the brands and consumer members. The Global Hotel Alliance (GHA) is the world’s largest alliance of independent hotel brands, supporting 35 hotel brands with more than 500 hotels across 85 countries, each leveraging the DISCOVERY guest recognition programme to drive loyalty with...
Jun 26, 2023•6 min•Season 1Ep. 397
