Let's Talk Loyalty

Let's Talk Loyalty

www.letstalkloyalty.com
“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals. If you work in loyalty marketing, join me every week to learn the latest ideas and marketing insights from loyalty specialists around the world.


#58: Global Loyalty Insights from Comarch’s Sidney Dunn
Oct 21 • 52 min
As the technology platform that powers loyalty programmes for global brands such as BP, Heathrow Airport, Enterprise Rent-a-Car, ADNOC Petroleum and Etihad Airways, Comarch is in a unique position globally, advising brands in all industries on their…
#57: Award-winning loyalty programme in Mauritius - Wiiv Rewards
Oct 14 • 42 min
Wiiv Rewards is a coalition loyalty programme launched in Mauritius by the country’s largest private company IBL Group. As a group-owned multi partner programme, Wiiv boasts eleven loyalty partners across key lifestyle categories such as grocery,…
#56: Head for Points - Interview with the UK’s leading website for frequent flyers
Oct 7 • 45 min
Rob Burgess is a leading travel loyalty expert in the UK, reporting on campaigns by airlines and hotels as well as loyalty-led credit cards in the UK market. Rob personally boasts over 1 million Avios points, 1 million Virgin Flying Club miles and over 6…
#55: Vodafone UK’s Loyalty Programme - Very Me Rewards with Camilo Courtenay
Sep 30 • 31 min
Vodafone is renowned internationally as an innovative telecommunications network, operating in many of the world’s most competitive markets such as the UK. With a laser focus on customer retention and loyalty, the “Very Me Rewards” programme was launched…
#54: The Role of Simplicity in Driving Customer Loyalty - B2B Marketer of the Year - Margaret Molloy
Sep 23 • 61 min
As winner of the “B2B Marketer of the Year” award, Margaret Molloy is recognised globally as a marketing thought leader. She is the Chief Marketing Officer of Siegel + Gale, a top global branding firm based in New York renowned for delivering global…
#53: Driving Loyalty in Shell worldwide - Pavel Los shares insights on his award-winning loyalty programmes
Sep 16 • 40 min
Pavel Los is the Global Loyalty Manager for Shell, the world-renowned oil company running loyalty programmes in 21 countries. Shell recently topped the leader board at the Loyalty Magazine Awards, winning awards for Shell Go+ in the UK, as well as Shell…
#52: Connecting with Community for Local Loyalty - with Dr Chris Arnold
Sep 9 • 44 min
As a former Creative Director and senior board director of Saatchi & Saatchi, Dr Chris Arnold is a business strategist, innovative thinker and a “proudly dyslexic” champion of thinking differently. With a deeply held belief in the power of community, Dr…
#51: The Loyalty Magazine Awards
Sep 2 • 37 min
Every year, loyalty marketers around the world send off their programmes to compete with the best in the industry for the annual Loyalty Magazine Awards. With 23 categories, the entries are carefully evaluated by a panel of loyalty experts from around the…
#50: KPMG Customer Research - Connecting with The New Customer
Aug 26 • 25 min
As customers respond to our dramatically different world, trust is becoming an essential ingredient in business, not just to ensure customer loyalty, but to ensure business survival. In its fascinating reports on the “New Customer”, KPMG reveal some…
#49: ONE YEAR BIRTHDAY - Let’s Talk Loyalty - Loyalty Academy Competition
Aug 19 • 36 min
Let’s Talk Loyalty is one year old on August 22nd so today we are celebrating! It’s been an incredible roller-coaster year, filled with fun, extra-ordinary guests, incredible sponsors and partners and of course an amazing audience so I’m truly grateful…
#48: Etihad Guest - Loyalty Insights from Etihad Airways
Aug 12 • 32 min
Etihad Guest is the loyalty program for Etihad Airways - the flag carrier of the UAE, based in Abu Dhabi. With over 7 million members, re-launched in November 2019, the Guest programme has continued to innovate, finding new ways to reward members who are…
#47: Shirley King - Loyalty Program Manager, IHG Rewards Club & Kimpton Inner Circle
Aug 5 • 39 min
Shirley King has been designing, developing and building loyalty programmes for a luxury boutique hotel brand within IHG Group, including the “Kimpton Hotels Inner Circle” as well as the “IHG Rewards Club” for over twenty-five years. In this episode of…
#46: Dell’s Global Loyalty Lead - Exploring Gamification
Jul 29 • 66 min
Dell is one of the world’s best known computer companies, positioning itself as “powering the next technological revolution”. With a laser focus on driving clear and measurable business outcomes, Dell’s Mitch Kennedy discusses his insights on the impact…
#45: Loyalty Insights from India - Customer Strategy Network - Kunal Mohiuddin
Jul 22 • 37 min
As a loyalty expert based in India, Kunal Mohiuddin has an extensive career as a loyalty practitioner, building innovative loyalty technology platforms and advising over fifty national and global programmes on their loyalty strategy along the way. Kunal…
#44: Leveraging Subscriptions to Create the Ultimate Loyalty
Jul 15 • 50 min
Consumer behaviour is changing dramatically, and business models need to evolve to find ways to create loyalty even beyond loyalty programmes. One way is by incorporating a subscription model in your business, a model that drives commercial loyalty way…
#43: Loyalty Marketing in B2B & Concepts Post-Covid - Dr David Cox
Jul 8 • 49 min
Dr David Cox is a loyalty expert and one of the few industry leaders who also boasts a PhD in loyalty marketing! In this episode of “Let’s Talk Loyalty”, we discuss key concepts in motivational marketing that drive powerful commercial results,…
#42: Loyalty Leadership using NPS and Customer Lifetime Value - with Rob Markey, Bain & Company
Jul 1 • 57 min
As the founder of Bain & Company’s Customer practice, Rob Markey is the one of the world’s leading authorities on customer loyalty, having co-created The Net Promoter System® - the industry metric and framework now used by more than two thirds of Fortune…
#41: Bryan Pearson - Loyalty Personality of the Year and LoyaltyOne former CEO
Jun 24 • 51 min
Bryan Pearson, the former CEO LoyaltyOne is known globally as a leader in loyalty, retail marketing and analytics. He is also the author of the bestselling book “The Loyalty Leap: Turning Customer Information Into Customer Intimacy” as well as “The…
#40: Loyalty Lessons From Wharton School’s Professor of Marketing
Jun 17 • 39 min
This episode of “Lets Talk Loyalty” was inspired by some exciting ideas emerging from academic leaders who are increasingly helping investors to consider the future lifetime value of customers (not just historic revenues) when valuing a firm. “Customer…
#39: Sky VIP UK with Head of Customer Loyalty, Rob Chandler
Jun 10 • 42 min
As the UK’s largest broadcaster, Sky has access to some of the top entertainment assets in the world including The Premier League for football fans and the PGA Tour for golf lovers. Some years ago, the company recognised some key underlying challenges to…
#38: ebookers Bonus+ Rewards Programme
Jun 3 • 38 min
In the travel sector, a compelling loyalty programme can be a key differentiator for customers - for airlines, hotels and also for online travel agencies. ebookers UK was originally launched in 1998 as the UK’s first online travel agency, adding the…
#37: A Compelling Concept - Return on Loyalty
May 27 • 46 min
Statisticians are familiar with the concept of “self-selection” but it’s rarely discussed, understood or accounted for when determining your “return on loyalty”. Simply because your most loyal customers have joined your programme, does not mean your…
#36: Rakuten Rewards
May 20 • 37 min
With over 15 million members, Rakuten Rewards is one the world’s largest cash back programs, and to date it has paid out over $2 billion to members across online and offline retail stores in the United States! In this episode of Let’s Talk Loyalty, I…
#35: What the Brits Want From Loyalty
May 13 • 49 min
Loyalty Managers around the world often look to the UK for inspiration and exciting new ideas and trends. YouGov is the UK’s “most quoted research agency” on consumer opinion, and earlier this year, together with Mando Connect, they again turned their…
#34: 119 Customer Loyalty Ideas to beat COVID-19
May 6 • 48 min
On 20th March 2020, Adam Posner posted a call to action on LinkedIn asking loyalty and business professionals worldwide to collaborate and contribute ‘119 customer loyalty ideas to beat COVID-19’. By the 7th of April 2020, the target of 119 ideas was…
#33: Loyalty Insights from Epsilon
Apr 29 • 36 min
As the loyalty platform partner for brands like Dell, Dunkin’ and Walgreens, Epsilon powers customer conversations and communications for some of the best brands in the world. In this episode, I interview their Vice President of International Operations,…
#32: AAdvantage - Caring for Loyal Customers through Challenging Times.
Apr 22 • 33 min
As President of the AAdvantage Program and Vice-President of Customer Loyalty and Insights at American Airlines, Bridget Blaise-Shamai leads a team of over 700 loyalty and customer service professionals running one of the world’s most popular loyalty…
#31: Innovative Ideas and Emerging Tech in Loyalty
Apr 15 • 36 min
In today’s episode of “Let’s Talk Loyalty”, I chat to Simon Rowles, a fellow Customer Loyalty Marketing Professional (CLMP) and CSN consultant for Australia. Simon has a unique background in technology development which gives him a fascinating perspective…
#30: (Before Covid 19) Five UK Trends for 2020
Apr 8 • 16 min
This episode of “Let’s Talk Loyalty” was recorded in early March 2020 - some weeks before all of our lives were consumed by the very real threat of the Corona Virus. I had written an article about the key UK Trends predicted in 2020 for my colleagues in…
#29: Rewarding Loyalty with Luxury Experiences.
Apr 1 • 40 min
The Chalhoub Group is the largest retailer for luxury across the Middle East since 1955 with over 12,000 employees and a portfolio of some of the most exclusive brands in the world. With over 700 stores, the Group has spent the last two years defining and…
#28: Corona Virus Challenges - Solutions for Convenience Retailers
Mar 25 • 25 min
With much of the world locked down for the forseeable future, the conversations around loyalty are changing. Safeguarding our customers, our staff and ourselves has become our biggest concern. While businesses adapt and loyalty programmes evolve, agile…
#27: Customer Loyalty and Landscape Research - South African Insights
Mar 18 • 42 min
With an extra-ordinary career spanning almost 30 years for some of the world’s top loyalty brands, Amanda Cromhout is a recognised leader in loyalty. Now based in South Africa, she has created a dedicated loyalty agency which publishes an annual white…
#26: Australia’s Favourite Loyalty Programme - flybuys – 5 Lessons Learned in 25 Years
Mar 11 • 41 min
Coalition programmes are notoriously difficult to get right. Managing partners, data and a compelling value proposition are extremely difficult to do – but the power and potential of these programmes is extra-ordinary – as proven by flybuys Australia when…
#25: Skywards - Loyalty Programme for Emirates and Fly Dubai - Interview with Dr Nejib Ben Khedher
Mar 4 • 45 min
Airline loyalty programmes around the world are recognised and respected as the pioneers of the industry, driving billions of dollars of ancillary revenue for those that truly delight their members. As one of the largest airlines in the world, Emirates…
#24: Loyalty Academy and The Wise Marketer - Partnership Announcement
Feb 26 • 54 min
This week I am super excited to announce a partnership with my friends in “The Wise Marketer™” - the world’s most widely read source of news, and insights on everything to do with loyalty and customer-centric marketing. Both they and I are equally…
#23: Dan Gipple on Leveraging Loyalty Psychology to Drive Social Change.
Feb 19 • 45 min
Loyalty programmes are best known as a powerful tool to drive consumers to buy more and spend more however in some rare cases such as “Bella Mossa” in Italy, the programme is drive social change and sustainable behaviour. In this episode, Dan Gipple,…
#22: Driving Loyalty Using CX or “Customer Experience” Mindset
Feb 13 • 46 min
CX – or “customer experience” has exploded in recent years as a powerful business tool that truly drives customer loyalty and advocacy – not “just” using structured loyalty programmes, but by re-engineering your whole business in order to delight…
#21: Loyalty Lessons from Australia
Feb 5 • 33 min
Australia is renowned as a sophisticated market when it comes to loyalty - and who better to talk us through it than Sarah Richardson - Chairperson of the Australian Loyalty Association. Sarah has an extensive career that spans over twenty years in direct…
#20: Leveraging customer passions for your loyalty programme.
Jan 29 • 46 min
Film, music and games are all assets that loyalty programme owners can leverage to drive emotional engagement with members. Listen to this episode to hear partnerships expert Tom Sugg from Brand Culture London explain how to leverage the power of the…
#19: Loyalty Experts Worldwide - An Interview with the “Customer Strategy Network”
Jan 22 • 45 min
Running a loyalty programme can be challenging in many ways - with so many internal stakeholders and members to manage,. From platform decisions, through to legal and privacy management and of course increasing expectations for programmes to drive…
#18: Trends in Loyalty - My Predictions for 2020
Jan 15 • 13 min
Today’s episode discusses my ideas on loyalty TRENDS emerging for 2020 and beyond. Beyond the more frequently-touted ideas around personalisation, subscription programmes and environmental considerations, I’ve chosen three topics that excite me that…
#17: Deon Olivier Discusses Fuel Loyalty, Health Insurance Loyalty and Propositions for Financial Services Loyalty
Jan 8 • 63 min
Deon Olivier is an expert loyalty consultant in South Africa with over two decades of experience across telecommunications, financial services and fuel and convenience retail. Today we discuss Discovery Vitality - a world-leading loyalty programme within…
#16: British Gas Rewards - Award Winning Loyalty Programme
Dec 18, 2019 • 50 min
Today’s episode of “Let’s Talk Loyalty” features exclusive insights from an award-winning UK loyalty programme that’s loved by millions. The brief: How can you make customers feel truly recognised and appreciated when faced with negative media…
#15: KPMG Global Report - The Truth About Customer Loyalty
Dec 11, 2019 • 51 min
KPMG is one of the world’s top management consulting firms and one of the “Big Four” accounting organisations globally with offices in over 150 countries globally. Its advisory services include advising governments, public and private firms on best…
#14: British Airways Executive Club - Airline Loyalty Insights
Dec 4, 2019 • 35 min
The British Airways Executive Club is an industry-leading loyalty programme designed to engage frequent fliers all over the world. This episode discusses how British Airways is using the Executive Club to differentiate itself in the truly competitive…
#13: Earth Rewards - A Loyalty Solution for the Environment
Nov 27, 2019 • 50 min
Climate change is the number one concern for millions of people around the world - whether we’ve been directly affected by it or simply alarmed by the damage our lifestyles are doing to the planet. It’s time to find tools to measure and minimise our…
#12: Award-winning Loyalty in Italy - AS Roma and Advice Group
Nov 20, 2019 • 38 min
Sports fans are incredibly loyal advocates of their Clubs - sometimes from generation to generation. So why would a professional football Club like AS Roma invest in a loyalty programme?? This episode discusses the clever strategies and approach taken by…
#11: Why Loyalty Programs Fail - FREE Report
Nov 13, 2019 • 47 min
For anyone involved in designing and operating loyalty programs, a key goal is to understand why loyalty programs can sometimes fail to prevent that happening to yours! The “Delphi Report” is released each year to source insights from leading loyalty…
#10: Loyalty in 7-Eleven Denmark with Managing Director Jesper Østergaard
Nov 6, 2019 • 51 min
7-Eleven Denmark won the “NACS International Convenience Retailer of the Year” 2019 award - having reinvented its business from a kiosk operator to a destination for Danish consumers to enjoy fabulous healthy food. From perfecting its products to…
#9: 7 Lessons from 7 Loyalty Experts
Oct 30, 2019 • 19 min
After seven incredible interviews, this episode looks back at the seven key lessons I’ve learned from my expert guests on the show. “Let’s Talk Loyalty” is designed to be educational and inspiring for any of us focused on engaging customers and retaining…
#8: Lessons from a Loyalty Expert: Leanne Papaioannou
Oct 23, 2019 • 61 min
Few loyalty professionals can boast in excess of two decades of expertise running loyalty programmes across both consumer and business brands. Leanne Papaioannou set up “Chilli Pepper” as Ireland’s only dedicated strategic loyalty agency over sixteen…
#7: Award-winning Loyalty Success and Storytelling in South Africa
Oct 16, 2019 • 46 min
Helène Brand is one of the team of loyalty marketers responsible for the outstanding performance of the internationally-recognised and award-winning loyalty programme in South Africa called “My School My Village My Planet”. In this episode, she talks…
#6: Driving Loyalty Through Charity
Oct 9, 2019 • 60 min
It’s been said that loyalty marketing is one of the most powerful and effective tools for any commercial marketer - and Crispin Rogers can prove it. Download this show to hear from the man who originally led the assessment and development of loyalty…
#5: Award-winning Loyalty - Insights from the Middle East
Oct 2, 2019 • 53 min
Episode five of “Let’s Talk Loyalty” discusses an award-winning loyalty programme in the education sector in the Middle East region. Today I chat to its creator, Manav Fernandez, a loyalty consultant based in Dubai who developed the entire strategy,…
#4: The Loyalty Guru - An Interview with Mike Atkin
Sep 25, 2019 • 62 min
Mike Atkin has advised, launched or worked on over 85 loyalty programmes in his 30 year career to date and is one of the best known experts in the loyalty industry. His work spans every sector from grocery (Tesco), to fuel retail (BP and Shell) through to…
#3: Award-Winning Loyalty in Ireland
Sep 17, 2019 • 39 min
3Plus is the award-winning loyalty programme for the Three mobile phone network in Ireland. This show discusses the history of 3Plus, what it offers customers and the superb results it has achieved in the last few years. Contact details for Siobhan Lynch,…
#2: Award-winning Insights from India - Sanjeev Nichani, Raymond Rewards
Sep 6, 2019 • 48 min
As a loyalty marketing professional, Sanjeev Nichani has worked with some of India’s top loyalty programmes, including Loylty Rewardz - a programme for over 100 million banking customers in India, AIMIA, and now Raymond Rewards, a men’s retail fashion…
#1: Let’s Talk Loyalty
Aug 22, 2019 • 12 min
An introduction to your show host - Paula Thomas and a background to the show. Designed exclusively for loyalty marketing professionals, this episode introduces some of the key people in the industry as well as the main media publications for loyalty…