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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794 episodes
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Episodes794

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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
Aug 13, 2024 · 16 min
#574:With Top Ops Nothing Drops
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 to have embedded as truths as a “loyalty marketer”. This week they dive into the new “Loyalty Operations” curriculum from course 111, which has been refreshed with new insights and points of view on operations management for loyalty program operators. In this week’s episode they discuss the step change and outline a framework for loyalty operations, including the accountabilities for those on this team in your organization. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Aug 8, 2024 · 40 min
#573: Global Hotel Loyalty Insights with GHA Discovery
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 collection of independent hospitality brands, sharing a technology platform to create a multi-brand loyalty programme called GHA DISCOVERY. GHA represents over 40 hotels brands with more than 800 hotels in 100 countries serving 27 million members. Please enjoy our conversation with Jelena Kezika who shares the overall GHA Discovery strategy and insights on this loyalty programme’s unique benefits Show notes: 1) Jelena Kezika 2) Global Hotel Alliance 3) GHA DISCOVERY 4) Watch the full interview episode at www.Loyalty.TV
Aug 7, 2024 · 37 min
#572:Journey with Genesis and the PowerShout Program
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) Ria Peters 2) Genesis 3) PowerShout program
Aug 6, 2024 · 37 min
#571: You’re [almost] Half Way There!
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 have embedded as truths as a “loyalty marketer”, and they wrap around industry examples to bring that material to life for our listeners. This week they provide a quick top-line view on the courses that have been covered so to-date to stitch together some of the fundamentals of the loyalty discipline that they’ve shared so far. There’s more and more ahead but it’s always good to take a pause and take stock of how far we’ve come together. For those listening since the onset … you’re nearly “half way” there on high level understanding of the content within the CLMP™ curriculum as we’ve covered six of fourteen topic requirements for candidates to attempt the capstone examination and earn their CLMP™ designation. For those that joined us en route, this episode will be helpful in guiding you back to already published episodes that you may want to “listen” into. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Aug 1, 2024 · 38 min
#570: Pizza Hut Shares Insights as It Grows Customer Loyalty Globally from Dubai
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 and franchisees. Yum Brands concepts include KFC, Taco Bell, Pizza Hut and the Habit Burger Grill – all famous brands, many of which are global leaders in their respective categories. Today, Begum shares her insights on loyalty with a particular focus on Pizza Hut, applying her many years of digital expertise to take that proposition and continually evolve it! I hope you enjoy the conversation. Show notes: 1) Begum Kaya 2) Yum! Brands 3) Pizza Hut 4) Watch the full video interview at www.Loyalty.TV
Jul 31, 2024 · 50 min
#569: Meli+, el modelo de suscripción de Mercado Libre y Mercado Pago(Spanish Language Episode)
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 tema de métricas de gestión y desempeño del programa, alianzas con marcas terceras como Disney+, Star+, Deezer, entre otras y sobre algunas novedades que vienen en camino. Show notes: 1)Camilo Jiménez 2)Mercado Libre 3)Alejandro Gonzalez Saul
Jul 30, 2024 · 22 min
#568 – CVPs in Market: The Good, the Bad and the Ugly!
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 been all about CVP and exploring certain constructs from the Loyalty Academy™ course on “How to Create a Winning Value Proposition” (#106). This week’s episode capstones the months thoughts with a few specific market examples for who’s aligned their loyalty program CVP to their brand’s promise well, and a bit of a slight critique on those that could do better. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Jul 25, 2024 · 34 min
#567: Etihad Guest Celebrates 10 Million Members and a New Era
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 launched back in 2006. Joining us today to share how the 10 millionth member is being recognised and what the new era of loyalty offers Etihad Guest members is Mark Potter, the Managing Director of Etihad Guest. I hope you enjoy our conversation. Show notes: 1) Mark Potter 2) Etihad Airways 3) Etihad Guest 4) Watch the full video interview at www.Loyalty.TV
Jul 24, 2024 · 36 min
#566: International Leaders in Loyalty Conference - South Africa
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 host Amanda Cromhout who created and is running this conference, as well as the South African Loyalty Awards, and the winners of those will be announced at the same event. Amanda joins me today to explain the incredible line up of international speakers – and why Cape Town is such an appealing destination for any international loyalty brand looking to learn from this incredible market. Show notes: 1) Amanda Cromhout 2) “2024 International Leaders in Loyalty Summit”
Jul 23, 2024 · 19 min
#565 - What's the Role of CX in your CVP?
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™ course on “How to Create a Winning Value Proposition” (#106). This week’s the two subject matter experts talk about the role of customer experience (CX) and it's importance within a brand's customer value proposition (CVP). The two discuss how CX interactions align with the benefits and actions that stem from operating a loyalty program, including providing real life examples that reinforce their perspectives. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Jul 18, 2024 · 31 min
#564: Australian Retail Loyalty Insights Report Highlights
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 professionals. This is the Australian Loyalty Association's second Loyalty Insights Report and this version focuses exclusively on the retail sector, aiming to help retailers understand their customer’s needs, wants, and offer a guide for improving their loyalty program experience. It offers an impartial insight on consumer perspectives on retail loyalty programs within the Australian market and is billed as the largest and most comprehensive report of its kind in Australia. Our guest sharing some of the key insights from the report is Sarah Richardson, CEO of the Australian Loyalty Association. Show notes: 1) Sarah Richardson 2) Australian Loyalty Association 3) Power Retail 4) 2024 Loyalty Insights Report 5) Watch the full interview episode at www.Loyalty.TV
Jul 17, 2024 · 54 min
#563: How to Scale a Telco Loyalty Platform into a Technology Platform Across Multiple Countries?
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 biggest learnings address the cultural differences in countries across Africa and in conclusion Mateboho see the Vodabucks strategy as a way to amplify value for consumers and drive incrementality for the Vodacom enterprise. Hosted by Amanda Cromhout Show notes: 1) Mateboho Malope 2) Vodacom 3) Vodabucks 4) #63: Vodacom South Africa Launches Vodabucks
Jul 16, 2024 · 20 min
#562 - What's the most valuable loyalty currency today? No, it's not points!
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 “How to Create a Winning Value Proposition” (#106). This week’s episode looks at now popularized shift in mindset by leading loyalty brand marketers to utilizing alternative currencies to points and/or discounts and cash rewards. It’s recognized that there are other forms of rewards and recognition that serve on par with or are even more influential in changing member behaviors and fulfilling upon relevant experiences. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Jul 11, 2024 · 29 min
#561: IHG One Rewards from IHG Hotels and Resorts
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 people work across IHG's hotels and corporate offices globally. IHG One Rewards was the first hotel loyalty program ever launched, and remains one of the world's largest hotel loyalty programmes today. I hope you enjoy this conversation with Rob Singleton all about IHG One Rewards. Show notes: 1) Rob Singleton 2) IHG Hotels & Resorts 3) IHG One Rewards 4) Watch the full video interview at www.Loyalty.TV
Jul 10, 2024 · 39 min
#560: Exploring Club Eurostar: Insights from Loyalty Manager Sophia Laban
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. Show notes: 1) Club Eurostar Loyalty Programme 2) Sophia Laban 3) Mando Connect 4) YouGov 5) European Loyalty Whitepaper
Jul 9, 2024 · 15 min
#559:The Value Exchange - Mercenaries are not US
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 importance of knowing your customer – in the sense of understanding the macro cultural trends that impact customer outlook, including considerations you need to take into account even before you get to data segmentation. This week explores the basic elements of creating a solid CVP at a top level. Noted are the “must haves” to creating an offer set that will engage customers and keep them interested over the long term in the opinion of these tenured loyalty experts. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Jul 4, 2024 · 40 min
#558: Insights on Emotional Loyalty with Comarch's Jessica Lavigne
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 herself and her clients back in 2023. It was SO well received, that it was firstly translated in to English, then it became an ebook featuring some incredible statistics and insights and now, we’re here to share it on Loyalty TV. Jessica Lavigne is a CRM and Customer Loyalty Professional for Comarch, based in France, so I hope you enjoy listening to our conversation, all about the importance and some suggested ideas to create true “emotional loyalty” for your brand. Sponsored by Comarch. Show notes: 1) Jessica Lavigne 2) Comarch 3) Gallup Research: Become your customers' most trusted partner 4) Emoloyalty ebook 5) Beyond Transactions: Emotional Loyalty and Sustainable Brand Relationships 6) LTL: #323: Ikea Family - Beloved Retailer Shares Its Latest Loyalty Innovations 7) Watch the full interview episode at www.Loyalty.TV
Jul 3, 2024 · 44 min
#557: Accor Live Limitless: Emotional Connections and Memorable Experiences
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 deliver personalized travel experiences that resonate deeply with members. Join us as we explore the importance of emotional engagement in loyalty programs and its impact on member satisfaction and brand advocacy. Show Notes : 1) Chris Mills 2) Accor 3) Accor Live Limitless (ALL)
Jul 2, 2024 · 17 min
#556: Creating Winning Value Propositions - Know Your Customer First
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 important piece of the broader customer strategy for your organization. Hear about what you need to consider when you strike out to create a value proposition that will gain the attention of customers and help you develop the valuable relationships you seek. The community of professionals who have earned their CLMP™ from the Loyalty Academy™ is nearing 1,000 individuals across 53 countries worldwide. If you would like more information on how to become part of the community leading this industry into the future, please visit LoyaltyAcademy.org. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer