Today’s episode is available in both audio and video format, as the " Let's Talk Loyalty " podcast and on www.Loyalty TV . We’re back in the hotel industry today with Meliá Hotels International , a Spanish hospitality group founded in 1956 in Mallorca (Spain). Melia Hotels is one of the leading companies in resort hotels worldwide. It was the first hotel company in Europe to go public in 1996, and the Group was also named the most sustainable hotel company worldwide in the last S&P Global Co...
Mar 27, 2024•46 min•Season 1Ep. 516
Today, Let's Talk Loyalty is joined by Wendy Werve , CMO of Marigold , to share her favorite learning from this year’s Consumer Trends Index, which has been created in partnership with eConsultancy. The Consumer Trends Index is an annual report that we feature on this show, and the 2024 edition consumers from various countries, including Benelux Region, Denmark, France, Sweden, the United Kingdom, and the United States. Listen to learn how consumer preferences are changing when it comes to marke...
Mar 26, 2024•41 min•Season 1Ep. 515
This "Wiser Loyalty" podcast wraps up discussions during March that guest hosts Bill Hanifin and Aaron Dauphinee had about Loyalty Business Models. Breaking away from the Proprietary/Player/Coalition nomenclature that has been used for years, Bill and Aaron redefine the Loyalty Business Model classifications based on a more customer centric view. They land on an approach that reflects the reality of the programs they have been observing in the market. The Wiser Loyalty series showcases a theme e...
Mar 25, 2024•15 min•Season 1Ep. 514
This episode is available in audio as a podcast and in video format on Loyalty TV . Today we learn the latest loyalty and lifestyle propositions from the Cathay Pacific Group , with Paul Smitton joining us once again from Hong Kong. Listen to learn how the positioning and proposition for the membership program from Cathay Pacific has evolved, and the role of Asia Miles now as its currency (rather than its programme name). Paul also shares some insights into some of the airline’s most recent deve...
Mar 20, 2024•39 min•Season 1Ep. 513
The launch of the 4th edition of ‘What Brits want from Loyalty Programmes 4.0’ does not disappoint. This Let’s Talk Loyalty podcast talks to three deeply experienced professionals about this whitepaper. Amanda Cromhout talks to Charlie Hills ,Chief Strategy Officer and James Davies , Senior Strategist and Analyst, both from Mando Connect . They are accompanied by Nick Fishbourne , Group Account Director of YouGov . Key highlights include the increased usage of loyalty by Brits ad a deeper usage ...
Mar 19, 2024•49 min•Season 1Ep. 512
The "Wiser Loyalty" podcast series unpacks the most important things you need to know about the Foundations of Loyalty, grounded in the Loyalty Academy™ Courses. In today’s episode, guest hosts Bill Hanifin and Aaron Dauphinee take a deeper look at how the Proprietary model is taking on new meaning and why “Partnerships” may be a replacement for the Player Model, reflecting the way business is operating today and to better serve the needs of today’s consumer. The Wiser Loyalty series showcases a...
Mar 18, 2024•16 min•Season 1Ep. 511
This episode is available as a podcast on " Let's Talk Loyalty " and in video as www.Loyalty.TV . Today's episode features research from our friends in Epsilon, who have been focused discovering the underlying factors that are truly driving UK consumers loyalty in 2024. The result is “ Epsilon Loyalty Index ” (UK edition) which was created to support loyalty marketers in the UK looking to find new and innovative ways of building loyalty with their customers. Joining me today to share her insight...
Mar 13, 2024•51 min•Season 1Ep. 510
Join us in this exciting episode as we welcome Aussie Merciadez , the Strategic Partnerships & Loyalty Manager at ANZ Bank , as our special guest. With a wealth of experience spanning various loyalty, incentives, and promotional companies both domestically and internationally, Aussie brings a unique perspective to the table. Having spearheaded major brand promotions within the FMCG sector, Aussie transitioned seamlessly into the realm of loyalty, where her reputation for introducing fresh in...
Mar 12, 2024•42 min•Season 1Ep. 509
Aaron Dauphinee from the Loyalty Academy™ flies solo in this week's of the “Wiser Loyalty” podcast series while Bill Hanifin is in London, UK. He explores constructs from curriculum in course #104 on Loyalty Program Business Models to set the stage for the next two episodes when Bill and Aaron are back together again. Aaron provides a topline introduction to three 'traditional' loyalty program business models that have served the full spectrum of Customer Loyalty to-date: Proprietary, Player, an...
Mar 11, 2024•16 min•Season 1Ep. 508
Today's episode is available in audio on " Let's Talk Loyalty " and in video format on www.Loyalty.TV . March 8th is International Women’s Day around the world. To celebrate, Carly Neubauer created a very special webinar featuring the three female guest hosts of Let's Talk Loyalty. This was in response to feedback from members of WiiN, a not for profit association that works to connect, educate and empower women in the incentive and loyalty industry. When WIIN members were asked who they’d like ...
Mar 06, 2024•43 min•Season 1Ep. 508
This episode focuses on the Avolta Loyalty Programme – the global programme of this leading global travel experience player with over 5,500 duty free, food & beverage and convenience stores across 75 countries. With Camilo Courtenay , the Global Loyalty Lead at Avolta. Camilo heads up global loyalty at Avolta. Prior to joining, he worked in various loyalty roles at Vodafone, Eurostar and British Airways and brings a wealth of industry experience to our show. Today we will be learning about C...
Mar 05, 2024•41 min•Season 1Ep. 506
This week's episode of the "Wiser Loyalty" podcast series explores the most foundational course in The Loyalty Academy curriculum, Introduction to Loyalty #101. Our host today is Bill Hanifin , who takes on this topic solo as co-host Aaron Dauphinee is on assignment in Argentina. Bill poses a True/False test that challenges the foundational concepts of customer loyalty. In the process he clarifies conflicting terminology, sheds light on how loyalty is evolving and explains why Loyalty Marketi...
Mar 04, 2024•16 min•Season 1Ep. 505
This episode is available in audio format on " Let's Talk Loyalty " and on Loyalty.TV . Today’s episode, features a loyalty program called Clos19 from the iconic brand Moët Hennessy , the Wines and Spirits Division of LVMH. LVMH is the world's leader in luxury, operating in 6 different industries, across 81 countries. Many of their products have been around for centuries, while others are just starting their journey. Today we are joined by Erin Scarfe , Head of Consumer Engagement within e-busin...
Feb 28, 2024•41 min•Season 1Ep. 504
In this episode, we delve into the remarkable journey of Monique Forbes , who worked behind the award-winning Air New Zealand loyalty program. Join us as we explore the evolution of this program, from its inception to its groundbreaking retail coalition comprising over 65 partners. Monique's expertise doesn't stop there – we'll also uncover the intricacies of her work on the proprietary loyalty program at Mercury Energy . Get ready for insights into loyalty program innovation and the strategies ...
Feb 27, 2024•52 min•Season 1Ep. 503
This week's episode of the "Wiser Loyalty" podcast series ties up the month's focus into select constructs taken from the Psychology of Human Behavior course curriculum of the Loyalty Academy™ . Our hosts, Bill Hanifin and Aaron Dauphinee , will lead us into understanding why and how it's emotion that explains the "say-do" gap. Learn how this universal problem to all marketers can lead to unsatisfying and inaccurate observations or marketing actions that do not elicit a response or desired outco...
Feb 26, 2024•12 min•Season 1Ep. 502
Today's episode is available as a podcast on " Let's Talk Loyalty " and in video format on www.Loyalty.TV . This episode features another iconic brand - MGM Resorts ! Driving customer loyalty in the competitive entertainment industry is fascinating, and today you’ll hear the story of how MGM Resorts recently relaunched, re-branded and re-positioned their original loyalty program in order to meet the dramatically changing profile of visitors to Las Vegas. Our guests are Anil Mansukhani , Vice Pre...
Feb 21, 2024•41 min•Season 1Ep. 501
It's the 500th episode of Let's Talk Loyalty and we couldn't be more proud! This episode is a wonderful collection of voices from our audience - some of the incredibly LOYAL people who listen to our show week in and week out. Let's Talk Loyalty was first published back in 2019, and it was the very first podcast in the industry. While there are lots more people now publishing audio content for loyalty marketing professionals, we'll always be particularly proud of us being the first! We have been ...
Feb 20, 2024•33 min•Season 1Ep. 500
Senior faculty from the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee , are back to host the latest episode of the "Wiser Loyalty" podcast series. This week they bring with them insights that dive deeper into this month's focus on the Psychology of Human Behavior. Learn about the Endowed Progress Effect and why creating momentum through incentives or benefits for your members, when onboarding or after they've set a redemption goal can influence continued behaviors. Our experts provide their...
Feb 19, 2024•9 min•Season 1Ep. 499
Today's episode is available in video on www.Loyalty.TV and as a podcast as Let's Talk Loyalty . " Loyalty Connect " is being positioned as the flagship conference for the loyalty industry for 2024, taking place in Dubai in April, with an expected attendance of over 3,000 people! This podcast shares the origins and intentions of the conference for its inaugural year. This incredible event will also feature the International Loyalty Awards , which is taking place outside of the UK for the first t...
Feb 14, 2024•30 min•Season 1Ep. 498
Today’s episode features another much-loved Australian brand - this time in the fast casual dining sector. Grill’d opened its doors in 2004, with a goal of challenging the belief that burgers were bad, and instead creating recipes for burgers that were both guilt-free and delicious. Now, twenty years later, they're continuing to serve these healthy burgers in over 170 restaurants across the country. In 2019, they realised the power of creating a program to show their loyalty to their customers a...
Feb 13, 2024•41 min•Season 1Ep. 497
Welcome back for the second episode of the "Wiser Loyalty" podcast series, which is hosted by Bill Hanifin and Aaron Dauphinee from the Loyalty Academy™. Listen to another key concept for loyalty marketers to understand, Operant Conditioning, which dives into the relationship between behaviors and consequences. Our experts provide their thoughts on its application to Loyalty using both sector and brand specific examples. The constructs discussed each month are taken from the Certified Loyalty Ma...
Feb 12, 2024•11 min•Season 1Ep. 496
Today’s episode is available as a podcast as " Let's Talk Loyalty " as well as in video form on www.Loyalty.TV . Starbucks is one of the world’s greatest brands and also our audience’s favorite loyalty program! As a truly global brand, Starbucks operates in 84 markets, and today we’re here to hear about the incredibly successful launch of the Starbucks Rewards programme in the Middle East and North Africa, where there are over 1,900 stores in eleven countries. In this region, Starbucks has partn...
Feb 07, 2024•33 min•Season 1Ep. 495
This episode focuses on The Co-Op’s membership programme, featuring insights from Dean Harris, the Head of Membership Commercial at The Co-Op . He is a retail marketing leader with 15 years of experience across retail media, loyalty, CRM, trade planning, advertising, and customer strategy. Dean began his career in advertising working on McCann Erickson’s B2B client portfolio, before moving to the Co-op where he has spent more than a decade driving the growth of the food and life services busines...
Feb 06, 2024•50 min•Season 1Ep. 494
This episode is our first one in the "Wiser Loyalty" podcast series, hosted by Bill Hanifin and Aaron Dauphinee. Listen to our industry experts discuss a construct from their Certified Loyalty Marketing Profressional™ (CLMP™) curriculum and explain the meaning of "self-determination theory" and why it's an important concept for loyalty marketers to understand. They also discuss the increasing importance of understanding the psychology of consumer buying behavior, including some real examples of ...
Feb 06, 2024•13 min•Season 1Ep. 493
Today’s episode is available on both " Let's Talk Loyalty " and Loyalty TV , where we’re heading to Australia to hear all about driving loyalty with the Super Retail Group. The Super Retail Group is one of Australia and New Zealand’s largest retailers, and a public company since 2004, having established leading positions across various lifestyle categories as the proud owner of four iconic brands: Supercheap Auto , rebel , BCF and Macpac . Our guest is Aaron Fuller , General Manager of Member En...
Feb 01, 2024•47 min•Season 1Ep. 492
In this episode, join us for an insightful conversation with David Parsons , the Co-Founder and CEO of Ellipsis & Co , an Australian-based company specializing in pioneering loyalty consulting and focusing on achieving Return on Loyalty as a commercial outcome. Discover the evolution of the loyalty landscape in Australia over the past two decades, as Dave Parsons shares his experiences as an early pioneer in this field. Learn about the highs, lows, and game-changing moments that have shaped ...
Jan 30, 2024•50 min•Season 1Ep. 491
Today’s episode is our first with Visa , a hugely important partner for so many of you and your programs. Luigi Marandola is Vice President, Global Cobrand & Merchant Partnership Development at Visa, and he joins me today to share his approach to partnering with loyalty programs around the world. Our conversation begins by reviewing with some of key success factors that program owners need to think about constantly to ensure your card is always top of wallet for your members. Luigi then shar...
Jan 29, 2024•56 min•Season 1Ep. 490
Today’s episode is available in audio format on Let's Talk Loyalty.com and on www.Loyalty TV . Today, we are meeting Josh Belkin , Vice President, Loyalty and Customer Engagement at Omni Hotels & Resorts . This hotel brand operates more than 50 luxury hotels and resorts in leading business gateways and leisure destinations across North America, including exceptional golf and spa retreats, as well as some dynamic business settings. In this episode, Josh shares details of the evolution and rec...
Jan 25, 2024•35 min•Season 1Ep. 489
Today’s episode features an award-winning brand in the entertainment industry in The Netherlands. With more than 30 cinemas around the country, Pathé Theatre's welcomed more than 14 million visitors in 2023, showing a renewed interest from consumers in enjoying the cinema experience. My guest is Loyalty Manager, Joyce Mens e, who led the original design of Pathé Rewards which won two International Loyalty Awards back in 2020. Joyce joins me today to share the latest enhancements of their loyalty...
Jan 24, 2024•37 min•Season 1Ep. 488
Today's conversation is designed to showcase some lessons and learnings from Brazil. My guest is Tatyane Macêdo , Head of Communications at a loyalty consulting company called Valuenet , based in Sao Paulo, Brazil. She is also the Editor-in-chief of Tudo Sobre Incentivos , which they describe as the main educational content platform on Loyalty and incentives in Brazil. Tatyane reached out to us to share some research they conducted with a sample of consumers in Brazil, and conducted in partnersh...
Jan 23, 2024•44 min•Season 1Ep. 489
