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

Sep 25, 2024 · 37 min
#593: Loyalty Insights for the French Market with the Collinson Group
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 Fred Dumoulin, Strategic Advisor to the Collinson Group, focused on driving the loyalty market in France in partnership with Salesforce. Fred and his colleagues recently completed some comprehensive research with loyalty programme managers in France and he joins us today to share some of those insights and how they compare to members of programmes in international markets. We also discuss the Loyalty Maturity Assessment tool which is a free online tool available for anyone listening who wants to get some confidential insights on how your programme compares to others. Listen to enjoy our conversation with Fred Dumoulin, courtesy of the Collinson Group. The episode is sponsored by Collinson Group. Show notes: 1) Fred Dumoulin 2) Collinson Group 3) Mckinsey Article: Coping with the big switch: How paid loyalty programs can help bring consumers back to your brand 4) Collinson Loyalty Maturity Assessment
Sep 24, 2024 · 24 min
#592: Perhaps It’s In the Mail for Some?
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 share some thoughts on channel preferences and frequency of contact to help loyalty marketers think about how they might cut through to some members, not necessarily all, in an increasingly loud landscape. This is the last of four episodes this month where the duo explored topics from the Loyalty Member Communications (course 110). Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Sep 19, 2024 · 45 min
#591: Latest APAC Consumer Insights Revealed with Collinson International’s 2024 Travel Benefits and Customer Engagement Report
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. This episode features unique insights – hot off the press - from last week’s release of the 2024 Travel Benefits and Customer Engagement Research Report for APAC commissioned by our friends at Collinson International. Surveying 7,250 cross-generational consumers across fourteen Asia Pacific markets, this report is designed to help brands, particularly in the financial services sector, to gain a deeper understanding on the power and influence of travel and how it presents new opportunities for brands to build strong relationships with their most valued customers, differentiate from competition and deliver measurable business impact. Joining me in this episode is Rohan Bhalla, APAC Vice President for Business Solutions at Collinson International. He shares further insights from the report on the spending patterns of travellers in Asia Pacific; their expectations towards travel benefits; and how effectively these benefits influence credit card choice and usage today. Listen to enjoy my conversation with Rohan Bhalla from Collinson International. This episode is sponsored by Collinson International. Show Notes:- 1) Rohan Bhalla 2) Collinson International’s 2024 APAC Travel Benefits and Customer Engagement Report 3)Collinson International’s The Value of Sports and Music Tourism Report 4)About Collinson
Sep 18, 2024 · 50 min
#590: Club Cinepolis, un programa de lealtad en transformación
This episode of Let's Talk Loyalty is in Spanish. Club Cinepolis es el programa de lealtad de Cinepolis, la cadena líder de cines en México y la 4ª cadena más grande del mundo. Con 21 años de existencia, el programa de lealtad se está transformando para entregar una mejor propuesta de valor a los usuarios. Hosted by Alex Saul Show Notes 1)Club Cinepolis 2)Carlos A. Carreño
Sep 17, 2024 · 18 min
589: Match Point – Advantage to Loyalty Communications
Our loyalty SMEs and executive faculty members of the Loyalty Academy™, Wise Marketer Group CEO, Bill Hanifin, and CMO, Aaron Dauphineebring to you the Wiser Loyalty podcast series for Let’s Talk Loyalty. As always, Bill and Aaron provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and this month they are covering content from one of the core courses: Loyalty Member Communications (course 110). Like with a selection of other core courses, it has been refreshed with new insights and points of view on communicating with your members of your customer program and related initiatives. In this week’s episode our experts discuss four key advantages in communicating with customers that have become members of the brand’s loyalty program. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Sep 12, 2024 · 41 min
#588: Lego Nurtures Lifelong Loyalty through Membership & Community
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. The LEGO Group is the company behind the world’s beloved LEGO® bricks, the world famous toy brand that has been sparking imaginations and inspiring the builders of tomorrow since 1932. The company remains proudly family-owned and is headquartered in Denmark with regional hubs as well as multiple manufacturing facilities around the world, creating play-based experiences that are sold in over 130 countries. Joining us today to share the story of Lego’s loyalty strategy is Aaron Mitchell, Lego’s Global Vice President of Membership & Personalisation, who explains how Lego is increasing its focus on membership and community in order to connect with customers (new and old) and inspire them. Watch for free with our partner Capillary Technologies via Loyalty.TV or subscribe to watch this episode ad-free. Show notes: 1) Aaron Mitchell 2) LEGO Group 3) LEGO Insiders 4) Watch the full video interview for free at www.Loyalty.TV
Sep 11, 2024 · 42 min
#587: Transforming Healthcare Loyalty -HCF’s Thank You
In this episode, Carly Neubauer, Co-Founder and Director of Elevate Loyalty, introduces Eden Caceda, Retention & Loyalty Manager at HCF Australia. With a deep passion for loyalty, partnerships, and member engagement, Eden is responsible for driving HCF’s ‘Thank You’ program and bringing it to life for members across the country. As HCF prepares for an exciting evolution of the program, Eden shares valuable insights into revolutionizing healthcare loyalty. He discusses breaking down friction points, collaborating with internal stakeholders, and re-engaging members who have not utilized the program for years. Tune in to hear Eden's expertise and experience in transforming member engagement and loyalty within the healthcare sector. Show notes: 1) Eden Caceda 2) HCF Australia
Sep 10, 2024 · 23 min
#586: How Artificial Should Your Communications Be?
Executive faculty members from the Loyalty Academy™, the CEO of the The Wise MarketerGroup, 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. This month the duo is looking into topics from the Loyalty Member Communications (course 110). Like with a selection of other core courses, it has been refreshed with new insights and points of view on communicating with your members of your customer program and related initiatives. In this week’s episode Bill and Aaron discuss the topic of Artificial Intelligence’s (AI) rising integration into loyalty program member communications with three uses cases: search, segmentation, and service and support. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Sep 8, 2024 · 40 min
#594: Lego Nurtures Lifelong Loyalty through Membership & Community.
The LEGO Group is the company behind the world’s beloved LEGO® bricks, the world famous toy brand that has been sparking imaginations and inspiring the builders of tomorrow since 1932. The company remains proudly family-owned and is headquartered in Denmark with regional hubs as well as multiple manufacturing facilities around the world, creating play-based experiences that are sold in over 130 countries. Joining Loyalty TV today to share the story of Lego’s loyalty strategy is Aaron Mitchell, Lego’s Global Vice President of Membership & Personalisation, who explains how Lego is increasing its focus on membership and community in order to connect with customers (new and old) and inspire them. https://www.theguardian.com/lifeandstyle/2017/jun/04/how-lego-clicked-the-super-brand-that-reinvented-itself
Sep 5, 2024 · 38 min
#585: Bakers Delight - Winner of Best Loyalty Program Launch (Asia Pacific Loyalty Awards)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. I’ve just come back from the annual conference from the Asia Pacific Loyalty Association, and I’m thrilled now to be interviewing this award winning programme. Bakers Delight won their award for Best Loyalty Program Launch at the 2023/2024 Awards, so I’m delighted to share this story with you today. Our guest is Lucila Braga, the Head of Digital Customer Experience for Bakers Delight, with overall responsibility for their “Dough Getters” program. As a brand, quite simply, Baker’s Delight sells freshly baked bread and they’ve been doing so around the country since 1980. Their loyalty programme is also super simple as you’ll hear in today’s conversation. Listen to hear the power of simplicity as a winning formula for both customers and program operators. Watch for free with our partner Capillary Technologies via Loyalty.TV or subscribe this episode to watch ad-free. Show notes: 1) Lucila Braga 2) Bakers Delight 3) Dough Getters
Sep 4, 2024 · 49 min
#584: You Can’t Avoid Loyalty Fraud, But You Can Attempt to Manage It
Michael Smith, from AI Events is co-Founder of the Loyalty Security Alliance. He talks through the definition of fraud and the difference between traditional fraud and account take overs. He also explains the different stages of fraud: prevention, detection & post fraud recovery for customers. Fascinatingly, we discuss who are the fraudsters from customers o staff, bots and criminal gangs. Hosted by Amanda Cromhout Show notes: 1) Michael Smith 2) Loyalty Security Alliance. 3) The Paypers
Sep 3, 2024 · 16 min
#583:The Case for Consistent, Clear Communication
The Wiser Loyalty podcast series 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 to have embedded as truths as a “loyalty marketer”. This month they take on topics form a revised course curriculum on Loyalty Member Communications (course 110). Like with a selection of other core courses, this has also been refreshed with new insights and points of view on communicating with your members of your customer program and related initiatives. In this week’s episode Aaron discusses the differences in brand and loyalty communications and notes some important channels that enable loyal behaviours and what it feels like to be loyal to a brand. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Aug 29, 2024 · 37 min
#582: Livelo's Award-Winning Proposition Goes from Strength to Strength
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 is a long overdue catch up with the Livelo loyalty program that we last spoke to back in August 2021. Livelo is the largest loyalty program in Brazil with more than forty-five million members, four hundred partners and over a million rewards available! Livelo offers countless possibilities to earn and burn points in both the physical and digital world, with access to products, services, trips, experiences, payments and even cash back via the country’s incredible Pix platform. We are joined again by Daniel Pagano, Chief Marketing and Operations Officer who shares Livelo’s latest propositions and performance and their incredible recent recognition. Livelo is a client of Comarch. Watch for free with our partner Capillary Technologies via Loyalty.TV or subscribe to watch this episode ad-free. Show notes: 1) Daniel Pagano 2) Livelo 3) Pix platform 4) Watch this episode for free with our partner Capillary Technologies via Loyalty.TV 5) Subscribe to watch this episode ad-free
Aug 28, 2024 · 44 min
#581: Premia Juntos +: El programa de lealtad de Coca Cola FEMSA para tenderos(Spanish Episode)
En este episodio de Let's Talk Loyalty en español, tuvimos como invitado a Juan Pablo de Velasco quien nos habló sobre la estrategia digital de Coca Cola FEMSA llamada Juntos + y cómo a través de ella generan valor a sus clientes. Igualmente nos comentó sobre la estrategia de lealtad para el segmento B2B con Premia Juntos +, un programa de lealtad dirigido a tenderos, el cual busca recompensar las compras de los clientes otorgando puntos por sus transacciones y también utilizando un esquema de misiones, retos y recompensas variables a través de técnicas de gamification. Hosted by Alex Saul Show Notes : 1)Juan Pablo de Velasco 2) Coca Cola FEMSA
Aug 27, 2024 · 21 min
#580: Member Care Goes Where?
It’s another weekly episode with the senior faculty from the Loyalty Academy, Bill Hanifin and Aaron Dauphinee, who are the CEO and CMO of the The Wise Marketer, respectively. This is Wiser Loyalty on Let’s Talk Loyalty where we look at constructs from the Loyalty Academy™ curriculum designed by practitioners for practitioners and leads to individuals earning their Certified Loyalty Marketing Professional™ (CLMP™) designation. This week we put forward a topic that is of long-standing debate on where Member Care should reside within the organization. We re-examined this with the refresh of our “Loyalty Operations” curriculum (course 111) and we will touch on this briefly again in the soon to be refreshed “Loyalty Marketing Communications” course as well (course 110). Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Aug 22, 2024 · 49 min
#579: Let's Talk Loyalty turns FIVE Today! Announcing Partnership with Capillary Technologies.
This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV. Today is a truly momentous day for us as you’ll hear in today’s episode. It's "Let's Talk Loyalty's" 5th birthday and we are beyond proud of the brand we have created, the loyalty leaders we’ve interviewed and the impact we’ve had so far in the global loyalty industry. As part of our birthday story, we are making some significant changes to our business model for Loyalty TV specifically, and announcing our biggest partnership to date with Capillary Technologies. Capillary’s technology solutions power loyalty programs for some of the biggest brands in the world with over 300 marquee brands across 30+ countries, including the biggest programmes we’ve heard of – Tata Group with 170 million members and the upcoming launch of a program for Indigo Airlines which carries more than 100 million passengers annually! As you’ll hear in the episode, Capillary will now be bringing these incredible clients to share their stories on Loyalty TV, and those video interviews will be exclusively available free of charge on the CapillaryTech.com website. Please enjoy our conversation with Aneesh Reddy, Founder and CEO of Capillary Technologies as we today announce our biggest-ever partnership and hear the story of their incredible successes in recent years and Capillary’s even more exciting plans for the future. Sponsored by Capillary Technologies. Show notes: 1) Aneesh Reddy 2) Capillary Technologies 3) Watch our latest episodes at www.loyalty.tv
Aug 21, 2024 · 46 min
#578: Audacious Success: Dr. Nceba Hene's Rewarding Journey with AfricanBank
Dr Nceba Hene has a lot to shout about after an incredibly successful start to Audacious Rewards, the rewards programme for AfricanBank. The story behind Audacious Rewards is fascinating, but what is more significant is its performance to date, after only 18 months. It is delivering a +67% increase in profit for like for like customers due to Audacious Rewards. It is an award-winning brand from this year’s International Loyalty Awards. Hosted by Amanda Cromhout Show notes: 1) Dr Nceba Hene 2) AfricanBank 3) Audacious Rewards
Aug 20, 2024 · 17 min
#577: Take Care of Business – T&C’s, Privacy, Compliance, and Risk
Welcome to Let’s Talk Loyalty’s Wiser Loyalty weekly podcast that shares perspectives on constructs from the the Loyalty Academy™ curriculum, which is available for individuals to earn their Certified Loyalty Marketing Professional™ (CLMP™) designation. Our senior faculty of Bill Hanifin and Aaron Dauphinee, CEO and CMO respectively at the Wise Marketer Group provide their own perspectives and guidance on what you need to have embedded as truths as a “loyalty marketer”. This week continues looking into the refreshed “Loyalty Operations” curriculum (course 111) as the two identify a few key areas of accountability that should be within the role of an Operations teams as they require coordination and consensus from across the organization and, in some instances, across a set of partnerships. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Aug 15, 2024 · 39 min
576: PAYBACK (Germany) Shares Its Latest World Class Successes
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 Germany 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 today for second time on Let's Talk Loyalty and for the first time on Loyalty TV is Berni Brugger, CEO of the PAYBACK Group. When we last spoke in 2021, I remember being particularly impressed by the incredible 95% points redemption rate that PAYBACK had managed to achieve from its 31 million members in Germany, so I was super excited to hear what’s been happening in the business since then! I hope you enjoy my conversation with Berni Brugger from PAYBACK Group. Show notes: 1) Berni Brugger 2) PAYBACK Group 3) Edeka 4) Netto 5) Marktkauf 6) Watch the full video interview at www.Loyalty.TV
Aug 14, 2024 · 36 min
#575: Building Loyalty Globally: Inside IKEA Family's Success with Kirsty Chalk
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 learning about Kirsty’s favourite loyalty programmes, how IKEA Family is engaging its millions of members across the globe and all about their plans for the future. Hosted by Charlie Hills Show Notes :- 1) IKEA Family 2) Kirsty Chalk 3) Charlie Hills