This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . Mastercard recently hosted its latest Excellence in Customer Engagement Summit in Dubai, and Loyalty TV was delighted to attend. Against the backdrop of market uncertainties and a rapidly evolving consumer landscape, this Summit brought together industry experts and thought leaders to discuss perspectives and share success stories on how organizations can win over the consumers of ...
Jun 06, 2024•33 min•Season 1Ep. 546
In this insightful episode, we delve into the true essence of customer loyalty with Mark Proctor who is the Head of Loyalty & Retention at BIG4, Holiday Parks of Australia. Mark Proctor challenges the conventional metrics often used to gauge loyalty, advocating instead for a focus on emotional connection and customer convenience. Through personal anecdotes and industry examples, Mark Proctor discusses the journey of creating successful loyalty programs, the importance of embracing failure fo...
Jun 05, 2024•59 min•Season 1Ep. 545
The Loyalty Academy™ senior faculty members, Bill Hanifin and Aaron Dauphinee , are your hosts for this week’s "Wiser Loyalty" podcast episode. We’re kicking off a new month with fresh content from The Loyalty Academy™ curriculum that provides an Introduction to Loyalty Financial Modeling (course #105). This week Aaron and Bill look into some starting point considerations for brands and program operators to think through in order to be on sound financial footing. This is the starting point for a...
Jun 04, 2024•16 min•Season 1Ep. 544
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . The Langham Hospitality Group recently launched its “ Brilliant by Langham ” loyalty programme after a comprehensive two year project, led by Susan Nisbet , their VP of Loyalty. Langham Hospitality Group is the wholly-owned subsidiary of Great Eagle Holdings, which operates a family of distinctive hotels under various brands across Asia, Europe, North America and the Middle East. I...
May 30, 2024•35 min•Season 1Ep. 543
Today’s episode of Let's Talk Loyalty is created in partnership with our friends in Mastercard. Our guest today is Kate Mescal-Pevzner , Senior Vice President of Global Cardholder Services for Mastercard , who joins us to share her insights on key trends in the global loyalty industry, as well as some incredibly exciting statistics from Mastercard on how people’s travel habits are changing. While you won’t be surprised to hear that people are traveling more and more for unique experiences, it wa...
May 29, 2024•39 min•Season 1Ep. 542
The Loyalty Academy™ senior faculty members, Bill Hanifin and Aaron Dauphinee , are back from CRMC 2024 to bring you this week’s "Wiser Loyalty" podcast episode. This is the last week of this month’s topic series which is drawing constructs from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108). This week the share their perspectives on the importance of creating seamless, brand aligned, and remarkable redemption experiences for m...
May 28, 2024•17 min•Season 1Ep. 541
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . Today’s interview features a return guest, Steve Allmen , EVP of Strategy and Partnerships with the Canadian Automobile Association. Steve joins us on Loyalty TV to explain how global "roadside assistance" organisations around the world are evolving in 2024. He also shares how the " Canadian Automobile Association " obsesses about creating value for its members, whether they are dr...
May 23, 2024•45 min•Season 1Ep. 540
David Slavick is Co-Founder and Partner at Ascendant Loyalty Marketing. His interview unpacks a vast array of loyalty discussion points, which flow easily due to David’s extensive experience both brand side and consultancy/agency side. We enjoy the deep dive into partnerships, programme commercials and programme manager pain points. Hosted by Amanda Cromhout Show Notes: 1) David Slavick 2) Ascendant Loyalty Marketing...
May 22, 2024•42 min•Season 1Ep. 539
This week’s "Wiser Loyalty" podcast episode has senior faculty members of the Loyalty Academy™ , Bill Hanifin and Aaron Dauphinee back together again. This is week two of May that explores constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108). In this episode, Bill and Aaron build upon last week’s episode that looked at the importance of attainable rewards but with a tint towards aspirational and experiential red...
May 21, 2024•13 min•Season 1Ep. 538
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . Today brings another exciting opportunity to discuss airline loyalty and share the story of the launch of Kris+, the lifestyle rewards app of Singapore Airlines from KrisFlyer, the rewards programme of Singapore Airlines Group. Australia is the largest market for Singapore Airlines outside of its home base, and we were thrilled with the opportunity to hear about their achievements ...
May 16, 2024•36 min•Season 1Ep. 537
This episode focuses on VOXI Drop – Vodafone UK’s multi-award winning Gen-Z targeted surprise and delight loyalty programme. With Matt Eldridge and Jonny Greenslade-Cross , the VOXI Proposition and VOXI Drop Proposition Leads. They are both telco loyalty specialists – Matt has delivered a number of successful loyalty initiatives over the years. In 2012 he launched “Additions” - Carphone Warehouses’ innovative loyalty program, he then led EE’s loyalty strategy for a number of years before moving ...
May 15, 2024•46 min•Season 1Ep. 536
This week’s "Wiser Loyalty" podcast episode has senior faculty members of the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee back together again. This is week two of May that explores constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108). In this episode, Bill and Aaron focus in on the importance of attainable rewards, both from the strategy and redemption experience perspective. The two offer a set of real w...
May 14, 2024•16 min•Season 1Ep. 535
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . Today, we're featuring an innovative adtech company called adjoe, which has just joined us as a partner and sponsor of our show. adjoe is a leading advertising and monetization platform providing loyalty programme operators with compelling content that uses the power of "rewarded gaming" to grow bottom-line loyalty revenue through everyday fun! adjoe has already raised more than $1...
May 09, 2024•38 min•Season 1Ep. 534
Today, a conversation unfolds with Diana Sinclair , who holds the role of Senior Loyalty Manager at Dan Murphys. With over 15 years of experience in client and agency domains, Diana has cultivated expertise in CX, CRM, Loyalty, and Direct Marketing. As a strategic leader, Diana prioritizes a 'customer first' ethos, enabling her to spearhead innovation and transformative initiatives. Presently, she assumes the helm of the My Dan’s loyalty program at Dan Murphy’s. The upcoming discussion with Dian...
May 08, 2024•48 min•Season 1Ep. 533
Aaron Dauphinee from the Loyalty Academy’s faculty is flying solo in this week's episode of the "Wiser Loyalty" podcast series while Bill Hanifin is flying homeward after being on assignment this week. This week’s podcast kicks-off a new month of constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108). In this episode, Aaron sets the stage for the month at a 50K foot level by listing off a series of key considerati...
May 07, 2024•11 min•Season 1Ep. 532
Today we’re delighted to be meeting Finnair , one of the world’s oldest airlines, founded 1923, which operates a network connecting Europe, North America and Asia from its Helsinki hub. Today, we’re meeting Valter Sandell , who is leading the loyalty and membership strategy for Finnair Plus , a loyalty programme which has undergone comprehensive changes to its design and strategy just recently in early 2024. Show Notes: 1) Finnair 2) Valter Sandell 3) Finnair Plus 4) Watch the full video intervi...
May 02, 2024•33 min•Season 1Ep. 531
Today’s episode of Let's Talk Loyalty is perhaps our most exciting announcement to date in terms of our content plans. Alex Saul is today's guest, an industry leader with a loyalty career that spans more than twenty-five years in various countries across Latin America, leading some of the biggest programs on the continent. Listen to hear our BIG news, which is truly both a podcast and loyalty industry innovation, that brings together the best of Alex’s loyalty expertise, market insights and nati...
May 01, 2024•43 min•Season 1Ep. 530
This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are Aaron Dauphinee and Bill Hanifin from the Loyalty Academy faculty. In this episode, Aaron and Bill provide a topline re-cap of conversations they had while both on assignment the week prior in Dubai, UAE and the USA, respectively. A common set of themes arose while they were across continents re...
Apr 30, 2024•20 min•Season 1Ep. 529
Today’s episode is available both in audio as “ Let’s Talk Loyalty ” and on video on www.Loyalty TV . We’re back today in Australia with a brand and business that was founded way back in 1903. The Royal Automobile Club Victoria offers a variety of products and services for its 2 million members, led by roadside assistance as well as other services such emergency home assistance, travel discounts and benefits, insurance and finance. To learn how they drive member engagement and retention for this...
Apr 25, 2024•45 min•Season 1Ep. 528
Today’s Let’s Talk Loyalty podcast talks to three deeply experienced professionals about the whitepaper – Understanding Loyalty in Europe 2.0. Amana Cromhout talks to Charlie Hills ,, Chief Strategy Officer and Abigayle Blanshard , Senior Strategist, both from MandoConnect. They are accompanied by Nick Fishbourne , Group Account Director of YouGov . The whitepaper covers 24 European countries and proves that Europe is not a homogenous loyalty market Three key highlights are that loyalty is playi...
Apr 24, 2024•46 min•Season 1Ep. 527
In this week’s episode of the “Wiser Loyalty” podcast series Bill Hanifin and Aaron Dauphinee offer up their perspective on one last construct that is taken from the Loyalty Academy’s Key Success Factors in Loyalty Marketing (course #112) curriculum. Technological innovations and consumer adoption rates are on the rise, which is creating a new consumer expectation for consistency across their experiences and interactions irrespective of whether digitally-enabled or person-to-person. Successf...
Apr 23, 2024•18 min•Season 1Ep. 526
Today’s episode is available both in audio as “ Let’s Talk Loyalty ” and on video on www.Loyalty TV . Our guest today, Ulf Gunnar Switalski , is a loyalty expert in Germany. Ulf is the author of two books on how to use the loyalty programs from a consumer perspective, content which he also shares on his blog - Upgrade Guru.de Three years ago, Ulf founded “ The Bonus Awards ” focused on recognizing excellence in the loyalty industry in Germany, then he expanded these awards to recognize loyalty l...
Apr 18, 2024•35 min•Season 1Ep. 525
This episode focuses on the new Canon Club Loyalty Programme – for all Canon fans across EMEA. Today it has over 78,000 members, and there are lots of plans and ideas in play for how Canon will continue to grow and increase the loyalty of their very engaged customers. With Beth Simpson , the Customer Marketing Senior Manager at Canon Europe. Beth has over 20 years’ marketing experience, working in consumer electronics, membership and travel. She loves working on brands that customers are passion...
Apr 17, 2024•37 min•Season 1Ep. 524
This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are Bill Hanifin and Aaron Dauphinee from the Loyalty Academy faculty. In this episode, Bill and Aaron discuss a key component to creating successful customer loyalty from your rewards program – the speed at which members accumulate enough points to be able to redeem for rewards is the earn veloc...
Apr 16, 2024•17 min•Season 1Ep. 523
This episode is available in audio format as “ Let’s Talk Loyalty ” and in video format on www.Loyalty.TV . Today’s conversation features Under Armour , a leading inventor, marketer, and distributor of branded athletic performance clothing, footwear, and accessories. Under Armour was originally launched in 1996 but only recently launched its loyalty proposition for customers. Joining us today to share the story of this program is Nandika Suri , VP, Global Loyalty, CRM and Personalization at Unde...
Apr 11, 2024•29 min•Season 1Ep. 522
Join Carly Neubauer , Co-Founder of Elevate Loyalty , as she dives into a revealing discussion with Amanda Cromhout , the esteemed CEO and Founder of Truth . In this episode of Let’s Talk Loyalty, Carly and Amanda explore the latest findings from the Truth & BrandMapp Loyalty Whitepaper . Amanda's groundbreaking loyalty research study, sheds light on key insights, intriguing statistics, and emerging trends within the loyalty landscape. With Amanda's extensive expertise and captivating insigh...
Apr 10, 2024•52 min•Season 1Ep. 521
Bill Hanifin and Aaron Dauphinee from the Loyalty Academy are back with another episode of the "Wiser Loyalty" podcast series. They continue exploring Key Success Factors in Loyalty Marketing (course #112) from the Loyalty Academy™ curriculum. In this week’s episode, Bill and Aaron, lean into the importance of understanding that all customers shouldn’t be treated the same and the success that can come in doing this through the utilization of program tiers (in various forms). In the Wiser Loyalty...
Apr 09, 2024•17 min•Season 1Ep. 520
Today’s episode is available in audio format as “ Let’s Talk Loyalty ” and in video format on www.Loyalty.TV Today’s guest has an incredible career in loyalty, working for over thirteen years on many of the most exciting and innovative propositions that Starbucks now offers in the US market. Joy Das Gupta is now an independent loyalty consultant who works for clients such as Brooks Running, and who has previously supporting brands like Coca Cola, Stanley, Black & Decker, Cisco Systems and Sa...
Apr 04, 2024•40 min•Season 1Ep. 519
Brett Cameron is the Managing Director of Old Mutual Rewards. Unlike many loyalty programmes, Old Mutual Rewards focuses primarily on incentivising members to take care of their financial wellbeing. With over 2 million members and a staggering 5 billion points earned (equivalent to R500 million / $25 million), the programme has made a significant impact. Notably, the programme isn't exclusive to Old Mutual customers; it's open to all South Africans and has recently expanded into Namibia with the...
Apr 03, 2024•47 min•Season 1Ep. 518
This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are Bill Hanifin and Aaron Dauphinee from the Loyalty Academy faculty. Our loyalty leaders first set-up the discussions for the month of April that will focus on identifying some, but not all, of the components to creating customer loyalty successfully. They list the long-standing and known keys ...
Apr 02, 2024•18 min•Season 1Ep. 517
