This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV . PAYBACK is an award-winning customer loyalty program which began in German almost twenty-five years ago, and now operates in multiple countries worldwide. The business is part of the American Express Group and it also operates as a multi-channel marketing platform. When it comes to coalition loyalty, the PAYBACK programme is undoubtedly one of the best in the world. Joining me tod...
Aug 15, 2024•38 min•Season 1Ep. 576
This episode focuses on the globally loved programme, IKEA Family . It was first launched in Sweden in 1984 and now has over 190 million members worldwide. With Kirsty Chalk , the Marketing and Member Acquisition Leader for rewards for IKEA Family. Kirsty is responsible for creating and executing the external launch campaign for 30 markets - to announce, engage and educate existing and potential IKEA Family members with the newest programme benefit: rewards from IKEA Family. Today we will be lea...
Aug 14, 2024•37 min•Season 1Ep. 575
The Wiser Loyalty Series podcasts for Let’s Talk Loyalty leans into the expertise of the Wise Marketer Group team of CEO, Bill Hanifin , and CMO, Aaron Dauphinee . The pair have been providing weekly perspectives on the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation as a podcast series. Each month they select constructs from a specific course in that certification program in which they provide their own perspectives, guidance on what you need ...
Aug 13, 2024•17 min•Season 1Ep. 574
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV . Today’s guest is a speaker at the upcoming Loyalty and Awards Conference in Bangkok, and I know she is excited to be joining this annual travel loyalty event on stage. Jelena Kezika is the Senior Director of Strategy for the Global Hotel Alliance and we were delighted that she joined us in our studio in Dubai. The Global Hotel Alliance (or GHA for short) brings together a collecti...
Aug 08, 2024•41 min•Season 1Ep. 573
In this episode Carly Neubauer chats with Ria Peters from Genesis about her career in loyalty marketing and the innovative PowerShout program . Ria shares why ASB's banking rewards are her favorite and details her transition from global strategy roles to managing PowerShout. Learn how PowerShout offers customers flexible free hours of power and fosters strong emotional connections. Tune in for insights into creating impactful loyalty programs and engaging customers in unique ways. Show Notes : 1...
Aug 07, 2024•39 min•Season 1Ep. 572
This is an exciting week of the Wiser Loyalty Series podcasts for Let’s Talk Loyalty! Our industry experts, Bill Hanifin and Aaron Dauphinee, of the Wise Marketer Group have been providing weekly perspectives on the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation for the past 6 months. Each month they select constructs from a specific course in that certification program in which they provide their own perspectives, guidance on what you need to...
Aug 06, 2024•38 min•Season 1Ep. 571
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV . Today’s guest is here in studio with us in Dubai, which is a rare treat with so many global loyalty leaders based in other markets around the world. Begum Kaya is the Global Head of CRM & Loyalty / Pizza Hut for Yum! Brands , Inc, a company headquartered Kentucky, that operates a network of over 55,000 restaurants in more than 155 countries worldwide through its subsidiaries a...
Aug 01, 2024•38 min•Season 1Ep. 570
En el episodio de Let's Talk Loaytly en Español, tenemos de invitado a Camilo Jiménez , quien hasta hace unos días fue líder de lealtad regional para Mercado Libre y Mercado Pago. Camilo nos contó sobre la estrategía de beneficios que esta marca, referente en la región y a nivel mundial, tiene para sus millones de usuarios. Conversamos sobre la evolución del programa que estaba basado en puntos y niveles a un modelo de suscripción y cuales han sido los resultados a la fecha. También abordamos el...
Jul 31, 2024•50 min•Season 1Ep. 569
This week’s Wiser Loyalty series podcast with our hosts, Bill Hanifin and Aaron Dauphinee , looks at the good, bad and the ugly of select CVPs in the market place. These two partners of the Wise Marketer Group take on a new topic each month by tapping into one of the courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum. They then provide their own perspectives and current market examples to bring that material to life for listeners. The month of July has...
Jul 30, 2024•24 min•Season 1Ep. 568
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV . Etihad Airways is the national airline of the UAE, operating more than 1,000 flights a week to over 120 destinations worldwide, with a fleet of 85 Airbus and Boeing aircraft. Etihad Guest is the loyalty programme of Etihad Airways, and it has just announced the arrival of its 10 millionth member, a milestone that coincides with a new era for the programme, which was originally lau...
Jul 25, 2024•34 min•Season 1Ep. 567
Today I’m super excited to introduce you to the “2024 International Leaders in Loyalty Summit” which is taking place in South Africa this September. Many of you know that I often talk about South Africa as one of the world’s most sophisticated loyalty markets, as the breadth and depth of the programmes there are so much further advanced than most of us realise. I’m thrilled to be personally travelling to this conference this year and you won’t be surprised to hear that it’s our friend and guest ...
Jul 24, 2024•37 min•Season 1Ep. 566
Our hosts, Bill Hanifin and Aaron Dauphinee, return this week with the Wiser Loyalty series podcast for Let's Talk Loyalty. These two partners of the Wise Marketer Group take on a new topic each month by tapping into one of the courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum. They then provide their own perspectives and current market examples to bring that material to life for listeners. For the month of July, they are exploring the Loyalty Academy...
Jul 23, 2024•20 min•Season 1Ep. 565
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV . This year, Let's Talk Loyalty is travelling to the Australian Loyalty Association's Annual Conference. One of the presentations we are looking forward to is the * 2024 Loyalty Insights Report * which the Australian Loyalty Association has recently launched in partnership with the Power Retail , which positions itself as Australia’s premier news and content hub for online retail pr...
Jul 18, 2024•31 min•Season 1Ep. 564
Mateboho Malope holds a strategic group-wide portfolio to reflect the strategy that Vodacom is embarking upon. Vodacom is a 30 year old telco giant transformed into a fintec platform with over 500m customers on its addressable base. Vodacom launched Vodabucks almost 4 years ago in South Africa and is now scaling it across the African continent, with a recent programme launch in Tanzania. Its impressive fintec platform mpesa sees a $340bn p.a. processed across 51 million customers. Mateboho’s big...
Jul 17, 2024•55 min•Season 1Ep. 563
Our hosts, Bill Hanifin and Aaron Dauphinee , are back again this week with the Wiser Loyalty series podcast. These two partners of the Wise Marketer Group take on a new topic each month by tapping into one of the courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum. They then provide their own perspectives and current market examples to bring that material to life for listeners. For the month of July, they are exploring the Loyalty Academy™ course on “H...
Jul 16, 2024•20 min•Season 1Ep. 562
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV . Today’s guest is another industry leader who joined us in our studio in Dubai. Rob Singleton is Director of Loyalty Programmes for IHG Hotels and Resorts, for India, the Middle East and Africa Region. IHG Hotels & Resorts is a global hospitality company with a family of 19 hotel brands, including over 6,300 operating hotels in more than 100 countries. Approximately 345,000 peo...
Jul 11, 2024•30 min•Season 1Ep. 561
This episode focuses on the Club Eurostar Loyalty Programme . With Sophia Laban , the Loyalty Manager for the programme. She is responsible for managing the future strategy of the Club Eurostar programme and has previously worked for IAG Loyalty and Sky VIP and brings a wealth of loyalty experience to the podcast. Today we will be learning about her favourite loyalty programmes, how Club Eurostar is building member engagement and all about their plans for the future. Hosted by Charlie Hills. Sho...
Jul 10, 2024•40 min•Season 1Ep. 560
This is another week of the Wiser Loyalty series podcast, which is hosted by Aaron Dauphhinee , CMO of the Wise Marketer Group, and the CEO, Bill Hanifin . These leading loyalty marketers unveil constructs form the Loyalty Academy™ curriculum which leads to candidates achieving their Certified Loyalty Marketing Professional™ (CLMP™) designation. In this episode, they explore constructs for “How to Create a Winning Value Proposition” (course #106) and building upon last week's discussion on the i...
Jul 09, 2024•15 min•Season 1Ep. 559
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV . The idea of “emotional loyalty” has been raised many times on our show, but never before in such breadth and depth as in today’s conversation. It’s a really big idea and one that brand marketers and loyalty marketers know is critically important but often struggle to achieve. My guest today is hugely passionate about the topic and she wrote an article about it (in French) for hers...
Jul 04, 2024•41 min•Season 1Ep. 558
In this episode, Carly Neubauer , Co-Founder and Director of Elevate Loyalty, sits down with Chris Mills , Vice President of Loyalty & Partnerships for Accor across Middle East, Africa & Asia Pacific. With over a decade of experience in loyalty and digital marketing, Chris shares insights from his journey leading the transformation of Accor’s award-winning loyalty program, Accor Live Limitless (ALL) . Discover how ALL, spanning over 40 hotel brands, prioritizes emotional connections to d...
Jul 03, 2024•44 min•Season 1Ep. 557
The Wiser Loyalty series podcast is hosted by Aaron Dauphinee and Bill Hanifin from the Wise Marketer Group. They tap into courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum and bring that material to life with current market examples. In this episode, our hosts bring fresh content from The Loyalty Academy™ on “How to Create a Winning Value Proposition” (course #105). The “CVP” as we refer to it is the centerpiece of loyalty program strategy and an imp...
Jul 02, 2024•17 min•Season 1Ep. 556
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . Most marketers today are facing a perfect storm and increasing pressures - whether it's consumer's concerns about the cost of living or fundamental lifestyle shifts post pandemic, or brands focused on achieving more but with fewer resources. Today's episode is a masterclass in tools, tips and techniques for loyalty marketers in 2024, as we're joined by Michele Fitzpatrick from Mari...
Jun 27, 2024•34 min•Season 1Ep. 555
This episode of Let's Talk Loyalty is in Spanish. En este episodio conocimos de parte de Mariana Botero , CEO de Puntos Colombia , lo que ha pasado en la plataforma de lealtad más relevante de la región y modelo a seguir de una coalición exitosa, como ha sido su evolución después de 6 años de haberse lanzado en el mercado de Colombia. Hoy la plataforma tiene más de 7.3M de usuarios que reciben beneficios en su día a día de parte de 3,700 aliados que conforman el ecosistema. Mariana nos habló de ...
Jun 26, 2024•51 min•Season 1Ep. 554
Each month in the Wiser Loyalty series, Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide. This month, they are talking about financial planning for loyalty programs and the material is based on the Loyalty Academy™ course: Loyalty Financial Modeling (#105). Throughout the month, we’ve covered...
Jun 25, 2024•17 min•Season 1Ep. 553
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . This episode is very different to our usual episodes as it was recorded quite spontaneously at a recent event. The Comarch User Group is an annual meeting of Comarch’s clients who come together in the city of Krakow in Poland to learn, network, and be inspired. We were lucky enough to be invited again this year, and like most of the audience it was our first opportunity to meet Dr ...
Jun 20, 2024•22 min•Season 1Ep. 552
Daniel McCarthy is Assistant Professor at Emory University Goizieta School of Business . In this interview, Dan unpacks several deep layers of understanding around measuring retention and customer lifetime value. He highlights a concern that businesses state improved performance against reduced churn rates. It is not that simple. He dives into differences of retention and churn measurement across subscription and non-subscription, across different industries and even the impact of a free trial i...
Jun 19, 2024•44 min•Season 1Ep. 551
Each month in the Wiser Loyalty series, Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide. This month, they are talking about financial planning for loyalty programs and the material is based on the Loyalty Academy™ course: Loyalty Financial Modeling (#105). Ensuring that your investment in pl...
Jun 18, 2024•16 min•Season 1Ep. 550
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . Today’s episode features a fascinating conversation with WestJet, Canada’s second biggest airline, as they embark on a significant transformation journey. WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Today, they operate to more than 100 destinations worldwide, with a team of over 14,000 people and nearly 2...
Jun 13, 2024•38 min•Season 1Ep. 549
This episode focuses on the newly relaunched Carter’s Rewards - the loyalty programme of a $3Bn children’s apparel retail business. The successful relaunch lowered customer thresholds, added tiers, and accelerated its personalization strategy. With Kevin Severs , the Director of Retention for Carter’s . Kevin is a seasoned Director with 18 years of marketing experience spanning retail, CPG, automotive, and consulting. Previously, he was a Director of E-commerce at Hertz and spent nearly a decade...
Jun 12, 2024•37 min•Season 1Ep. 548
Last week we kicked off a month-long discussion of Loyalty Financial Modeling with Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee. Drawing from material in Course #105 – Introduction to Loyalty Finance, Aaron and Bill are walking you through the essentials that you need to know to break through the “black box” of loyalty finance. This week, Bill goes solo and takes a close look at the assumptions that matter most for your financial model and how to create an assumption ...
Jun 11, 2024•15 min•Season 1Ep. 547
