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Let's Talk Loyalty

Paula Thomas

“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals.

If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world.

Check out our website on: http://www.letstalkloyalty.com/

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  • 793 episodes
  • Updated Thursday

Episodes793

Newest first
  • Nov 12, 2024 · 16 min

    #613: Technology of AI is Changing the Way Marketers Work

    Welcome to the Wiser Loyalty podcast series for Let’s Talk Loyalty where our loyalty industry SMEs provide their weekly perspectives on constructs from theThe Loyalty Academy™curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation. Additionally, you can expect that each month they cover content from one of the core courses and this month it is around Loyalty Technologies (course 109). Executive faculty members from the Loyalty Academy™, the CEO of theThe Wise Marketer Group- Bill Hanifin, and his CMO, Aaron Dauphinee continue their technology-focused conversation from last week’s episode and build up on a previous episode that looked at Artificial Intelligence (AI)’s impact on loyalty marketing communications (episode #583). In this week’s episode Bill and Aaron explore AI from the perspective of this technologies impact on the way that Marketers work is changing and how we anticipate they may begin to work in the future with the Information Technologists teams, Analytics teams, and even within their own Marketing ecosystem Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer

  • Nov 7, 2024 · 39 min

    #612: TrueBlue from JetBlue - Airline Loyalty Driving Passenger Loyalty

    This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Today I am thrilled to be talking with JetBlue, a relatively young New York based airline that began in 2000 with a vision of “bringing humanity back to air travel”. As an airline, JetBlue’s focus is on premium leisure travelers, which of course requires a very different mindset for a loyalty programme than a long haul carrier would need. Joining me today to share how their business strategy guides their loyalty strategy is Edward Pouthier, Director of Loyalty Program and Experience with JetBlue. Ed and I met at the Comarch client conference in Krakow earlier this year, and I loved his focus on simplicity, flexibility and relevance for their entire customer base. JetBlue are committed to being loyal TO their customers in order to cultivate loyalty from them in return. I hope you enjoy learning all about TrueBlue from JetBlue. Show notes: 1) Edward Pouthier 2) JetBlue 3) TrueBlue

  • Nov 6, 2024 · 40 min

    #611: Building Loyalty: Bupa Global's Life Rewards with Rob Harker

    Join Carly Neubauer, Managing Director of Elevate Loyalty and OneTap Group, in this episode of Let's Talk Loyalty as she welcomes Rob Harker, the Head of Customer Loyalty at Bupa Global. With an impressive career spanning various industries, including airlines, hotels, travel, banking, and FMCG, Rob shares his insights into building a true loyalist approach at Bupa. Discover how the innovative "Life Rewards" program is transforming customer loyalty and learn about the key strategies that drive successful loyalty initiatives in a global marketplace. Tune in for an engaging conversation that highlights the importance of loyalty in today's competitive landscape! Show notes: 1) Rob Harker 2) Bupa Global 3) "Life Rewards"

  • Nov 5, 2024 · 21 min

    #610: What’s Trending in Loyalty Tech?

    Executive faculty members from the Loyalty Academy™, the CEO of the The Wise Marketer Group, Bill Hanifin, and his CMO, Aaron Dauphinee join you this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty. Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses. This month our conversation turns to inspiration from our Loyalty Academy course #109, which is focused on Loyalty Technologies. In this week’s episode Bill and Aaron do a high-level on the multitude of advancing and innovative technologies that enable loyalty marketers drive: data insights, customer interactions and experiences with brands, a path towards personalization, channel effectiveness and consistency, and more … Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer

  • Oct 31, 2024 · 34 min

    #609: Ahold USA Shares Loyalty Insights (Largest Grocery Retail Group on the East Coast)

    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 a leader from a group that includes five leading omnichannel grocery brands in the United States. Ahold Delhaize USA is a division of global food retailer Ahold Delhaize and includes Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop, which taken together comprise the largest grocery retail group on the East Coast and the fourth largest grocery retail group in the nation, My guest is Megan Chickrell and she is the Senior Manager of Loyalty Strategy for ADUSA. Megan joins me today to share some of incredible learnings from the many years across her career leveraging loyalty across multiple retail brands. Show notes: 1) Megan Chickrell 2) Ahold Delhaize USA 3) Ahold Delhaize 4) Watch the full video For Free at www.CapillaryTechnologies.com

  • Oct 30, 2024 · 31 min

    #608: Global customer transformation via B2B loyalty with the Largest Brewer in the World.

    Marc St Pierre tells a compelling story of how his team at Anheuser Busch InBev delivered a global business transformation process to automate B2B sales and to enhance the customer experience for AB InBev's B2B clients. This radically improved the customer experience and created a high customer adoption rate to the tune of $40bn sales through the new platform. Equally of interest is how this process created a B2B loyalty platform which is executed globally but is managed locally to be relevant and impactful. Marc highlights some of the differences between markets such as Argentina and South Africa to highlight such local nuances. Hosted by Amanda Cromhout Show notes: 1) Marc St Pierre - Business Strategy Director, Globant 2) Anheuser Busch InBev

  • Oct 29, 2024 · 19 min

    #607: Mixing it Up with Analytics-Driven Market Examples

    Executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group,Bill Hanifin, and his CMO, Aaron Dauphinee join you this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty. Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses. This month we are addressing the topic of Data Analytics in Loyalty Marketing, which is inspired by our Loyalty Academy course #107 Introduction to Loyalty Analytics. In this week’s episode Bill andAaron wrap up the month’s conversations on Analytics by sharing examples of brands utilizing their customer data to drive sound business results, create stickier customer relationships, and provide meaningful moments of interaction through relevant content, offers and/or experiences. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer

  • Oct 24, 2024 · 40 min

    #606: India's Largest Footwear Retailer Metro Brands Shares Loyalty Approach and Insights

    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 comes from India, now the world’s most populous country with 1.4 BILLION people and some incredible loyalty programmes that deserve global attention! We were delighted to be introduced to Metro Brands by our friends in Capillary Technologies, a retail brand and a household name in the Indian market. Metro Brands is one of the largest footwear specialty retailers in India, with more than 850 stores in 195 cities. They manufacture and re-sell both local brands as well as international footwear brands such as Crocs and Footlocker. Our guest is Biswajit Dutta the Head of CRM, Loyalty and Analytics for Metro Brands, and he shares their current loyalty strategy as well as some of the big ideas they are reflecting on for their future growth and evolution. Show notes: 1) Metro Brands 2) Biswajit Dutta 3) Capillary Technologies 4) Watch the full video For Free at www.CapillaryTechnologies.com

  • Oct 23, 2024 · 1 hr 2 min

    #605: LEAL - La plataforma de gestión de relaciones con el cliente(Spanish Episode)

    This episode of Let's Talk Loyalty is in Spanish. Leal es la plataforma de gestión de relaciones con el cliente enfocada en ayudar a las empresas a que conozcan mejor a sus clientes a través de estrategias de data, analíticos, mercadeo, el uso de inteligencia artificial y machine learning para que ofrezcan promociones y comunicación personalizada que aporten al incremento de los ingresos. Hosted by Alex Saul Show Notes: 1)Camilo Martinez F. 2) Leal

  • Oct 22, 2024 · 21 min

    #604: A Topline on Analytical Approaches

    Let’s Talk Loyalty brings you the Wiser Loyalty podcast series with the CEO and CMO of the Wise Marketer Group, Bill Hanifin and Aaron Dauphinee. They are executive faculty members from the Loyalty Academy™ who provide weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation. Our loyalty industry SMEs tackle a topic each month from the content of one of the core courses - Data Analytics in Loyalty Marketing (course #107) is the focus for this month. In this week’s episode Bill and Aaron outline the rationale for being a data-driven organization that incorporates a sound customer data strategy, as well diving as a cursory topline of some analytical approaches and how they can be utilized for business analytics through to customer analytics. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer

  • Oct 17, 2024 · 37 min

    #603: Alshaya Shares Insights as Winner of the 2024 International Loyalty Award (Retail)

    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 the Alshaya Group which is a dynamic family-owned enterprise first established in Kuwait in 1890. Alshaya Group is now one of the world’s leading brand franchise operators with thousands of stores, cafes, restaurants and leisure destinations across MENA,Turkey and Europe, as well as a growing online and digital business, featuring a total of 70 brands including such iconic names as Starbucks, H&M, Debenhams, The Cheesecake Factory and Boots. The loyalty brand that powers this incredible retail network is a digital programme called Aura, which this year won the 2024 International Loyalty Award for Best Loyalty Programme in the retail sector, and joining us today are two of the leaders of that loyalty business. Nida Unas is the Director of Loyalty and Joanna Witsch is the Head of Loyalty Product and Operations for the Alshaya Group and the Aura programme. Please enjoy our conversation. Show notes: 1) Nida Unas 2) Joanna Witsch 3) Alshaya Group 4) Aura

  • Oct 16, 2024 · 36 min

    #602: Mastercard's Kyle Clark Shares Ideas and Insights from the Holiday Spend Forecast Report

    Today we’re back chatting with our friends in Mastercard given their recently launched Holiday Spend Forecast Report which is focused on what we can expect for the upcoming Christmas season, based on research from the Mastercard Economics Institute. Joining me today to share insights such as the effects and opportunities presented by the 2024 holiday calendar, as well as the predicted growth rates for consumer shopping is Kyle Clark, Senior Vice President of Merchant Loyalty with Mastercard. Kyle shares a broad picture of the big trends expected to propel spending this season with key takeaways for loyalty managers as you finalise your planned campaigns for both pre and post the 2024 holidays, with some great new ideas that you might consider for this year! This episode is sponsored by Mastercard. Show Notes: 1) Kyle Clark 2) Mastercard 3) US holiday spending outlook 2024: Meet this year’s holiday shopper 4) Affordable bling and shopping shifts: Unwrapping 4 holiday trends

  • Oct 15, 2024 · 17 min

    #601: If You Want to [Zero] Paaarrrty, Then Check This Out

    This week's Wiser Loyalty podcast series for Let’s Talk Loyalty sees our executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group, Bill Hanifin, and his CMO, Aaron Dauphinee return. This week our SMEs will examine the origins of zero party data terminology and define it relative to other types of data that can be captured and utilized in your loyalty program. For this podcast series the two provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses. Data Analytics in Loyalty Marketing (course #107) is the focus of their conversation this month. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer

  • Oct 10, 2024 · 41 min

    #600: BILT Rewards Continues Dramatic Growth Amidst $3.25 Billion Valuation

    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 one of the few brands we’ve had on the show for a third time. BILT Rewards is the first ever loyalty program that rewards people for simply paying their rent and spending locally in their neighbourhood, no matter where they live. BILT Members can earn points and access exclusive benefits on rent payments, and now also at local restaurants, pharmacies, fitness studios and other merchants, and it is ranked the highest-value point currency by top consumer loyalty publications. As a company, BILT Rewards has raised several rounds of funding, valuing the company most recently at $3.25 BN. Our guest, Dave Canty, is SVP and Head of Loyalty for BILT Rewards, someone with truly impressive loyalty credentials in brands including Jetblue and IHG. I hope you enjoy our conversation. Show notes: 1) Dave Canty 2) BILT Rewards 3) LTL #135: Loyalty Industry Innovation - RENT Should Be Rewarding 4) LTL #261: Building Bilt Rewards from Strength to Strength 5) Watch the full episode for free at CapillaryTechnologies.com

  • Oct 9, 2024 · 33 min

    #599: Understanding Loyalty: Learnings from global and U.S. brands like PepsiCo, McDonald’s and many others

    In this episode we are delighted to interview Rich Long. Based in Chicago, Rich has significant cross sector loyalty experience working for global brands including PepsiCo and McDonald’s, and U.S. brands like Allstate and US Cellular, together with supporting a wide range of other brands that span many industries while serving as a consultant. Today we will be learning about his favourite loyalty programmes, highlights and key learnings from the programmes he has worked on and what he sees as the most interesting trends in loyalty. Hosted by Charlie Hills. Show Notes:- 1) Rich Long 2) PepsiCo 3) McDonald’s ********************************************************************************** This episode is sponsored by Phaedon. Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

  • Oct 8, 2024 · 16 min

    #598: Data Sources – How much is enough and when it is too much?

    Executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group, Bill Hanifin, and his CMO, Aaron Dauphinee join you this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty. Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses. This month we are addressing the topic of Data Analytics in Loyalty Marketing. The conversations are inspired by our Loyalty Academy course #107 Introduction to Loyalty Analytics. In this week’s episode Bill and Aaron cover the wide range of data sources and compare thoughts on whether brands are collecting the right data, too much data and if in the end having a 360-degree view of the customer is exactly where they want to be. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer

  • Oct 3, 2024 · 49 min

    #597: KFC (USA) Focuses on Fun and Fandom to Drive Frequency

    This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV. KFC Corporation, based in Kentucky USA has a proud heritage of over 60 years of success and innovation. In fact, KFC is now the world's most popular chicken restaurant chain and a division of Yum! Brands, the world’s largest restaurant company. Given the competitive fast food market they operate in, and building on their culture of innovation, KFC has just announced the launch of a brand new digital loyalty program for US diners, in partnership with our friends in Marigold. Given its iconic brand status and role in popular culture, their digital transformation and loyalty strategy are leveraging the power of gaming, fun and fandoms to drive key commercial objectives that are brilliant for diners and brilliant for business. Joining this episode of Loyalty TV is Roger Williams, Head of Loyalty Center Of Excellence at Marigold, and Paul Tuscano, Chief Digital Officer for KFC USA who shares the brand-new strategy that has already resulted in over three and a half million members joining this exciting new loyalty program in 2024 alone. Please enjoy our conversation with KFC USA in partnership with Marigold. Show notes: 1) Paul Tuscano 2) KFC USA 3) KFC rewards 4) Roger Williams 5) Marigold

  • Oct 2, 2024 · 42 min

    #596: AI Use Cases for Loyalty Manager's with Comarch's Maria Wróblewska

    This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Today we are talking about AI – not the technical (i.e complicated) side of the technology of course, but the practical business side that we all know is increasingly important to understand. This episode is for anyone who is excited about the potential of the technology but might not be sure where to start. Maria Wróblewska is Comarch's AI Product Owner, which she comes to with already many years as their product owner for their loyalty platform. Maria’s message is that using AI is easy and she joins us today to explain the main use cases and hopefully eliminate anything that has been holding you back from starting to use AI in your loyalty program. Please enjoy our conversation with Maria Wroblewska, AI Product Owner at Comarch. This episode is sponsored by Comarch. Show notes: 1) Maria Wróblewska 2) Comarch 3) ebook: How AI Personalization Drives Customer Loyalty

  • Oct 1, 2024 · 16 min

    #595: Time Out for a Terminology Twist

    Executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group,Bill Hanifin, and his CMO, Aaron Dauphinee are back again this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty. Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses. In this week’s episode Bill and Aaron take a different twist on things by exploring some terminology and understanding around some basic constructs. There are five episodes this month where the duo explores topics from the Loyalty Analytics curriculum (course 107) so they thought they’d take a bit of a time out to mull on some recent in market experiences that impact loyalty marketers. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer

  • Sep 26, 2024 · 43 min

    #594: Trust and Taylor Swift - Loyalty Insights from London Business School's Alex Brown

    This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. This episode explores some of the key concepts that underpin how we as human beings behave with brands, through the academic insights and wisdom of Alex Brown, whose work I have followed on LinkedIn for the last few years. With an incredible career teaching digital marketing and digital strategy in top tier schools including London Business School and Wharton University, I was thrilled when Alex started binge-listening to "Let's Talk Loyalty" a couple of years ago as part of his preparations to teach his students about the power of emotional loyalty and I know he still recommends us to his students! Alex is fascinating to follow given his career focus and pioneering the use of social media throughout his teaching and industry work, and he joins me today to talk about loyalty through the lens of Taylor Swift and Trust. Listen and learn and please do enjoy our conversation. Show notes: 1) Alex Brown 2) London Business School 3) Hierarchy of Trust: A Framework 4) #40: Loyalty Lessons From Wharton School's Professor of Marketing, Peter Fader