Let's Talk Loyalty

Let's Talk Loyalty

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“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.


#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…