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

Jun 26, 2024 · 51 min
#554 : Puntos Colombia: Más Que un Programa de Lealtad (Spanish Language Episode)
This episode of Let's Talk Loyalty is in Spanish. En este episodio conocimos de parte de Mariana Botero, CEO de Puntos Colombia, lo que ha pasado en la plataforma de lealtad más relevante de la región y modelo a seguir de una coalición exitosa, como ha sido su evolución después de 6 años de haberse lanzado en el mercado de Colombia. Hoy la plataforma tiene más de 7.3M de usuarios que reciben beneficios en su día a día de parte de 3,700 aliados que conforman el ecosistema. Mariana nos habló de la visión del CEO en cómo gestionar a una empresa dedicada a la lealtad, de cómo se balancea el programa entre los diferentes aliados y se mantiene el equilibrio entre los socios, de métricas de gestión que se incluyen en el balance scorecard y del activo más valioso que tiene la marca: el equipo. Nos habló de la cultura organizacional que es pilar fundamental del éxito de Puntos Colombia. Hoy, aprenderemos de cómo si existen modelos de coalición exitosos y relevantes que permanecen en el tiempo con crecimientos año con año dando valor a los usuarios y a los aliados. Show notes: 1) Mariana Botero 2) Puntos Colombia 3) Alejandro Gonzalez Saul
Jun 25, 2024 · 17 min
#553: Adventures in Loyalty Financials – Sharing some good, bad and ugly
Each month in the Wiser Loyalty series, Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide. This month, they are talking about financial planning for loyalty programs and the material is based on the Loyalty Academy™ course: Loyalty Financial Modeling (#105). Throughout the month, we’ve covered the ecosystem of considerations needed to create a solid financial plan for your customer loyalty initiative. To wrap up the conversations, we share a few examples from work with clients that tie together the concepts shared, illustrate key planning steps, and reemphasize the need to work cross-functionally to have the best chance of creating a sustainable program structure. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Jun 20, 2024 · 21 min
#552: Meeting Dr Anna Pruska (CEO) and Piotr Kozlowski of Comarch at CUG
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. This episode is very different to our usual episodes as it was recorded quite spontaneously at a recent event. The Comarch User Group is an annual meeting of Comarch’s clients who come together in the city of Krakow in Poland to learn, network, and be inspired. We were lucky enough to be invited again this year, and like most of the audience it was our first opportunity to meet Dr Anna Pruska, who was appointed CEO of Comarch earlier this year. Dr Pruska is a Doctor of Humanities in the field of International Relations and completed her Master's studies in Finance and Banking at the Warsaw School of Economics, and she started working for Comarch two decades ago, Most of you know Comarch as a global IT solution that powers some of our favourite loyalty programmes in the world, so to have the chance to meet their new CEO – a leading woman in the global technology industry was incredibly exciting. We took the opportunity to ask if we could do a short interview to allow you as our audience to also meet her and she agreed. We were also joined by Piotr Kozlowski who most of you will know as the Vice President of Consulting for Loyalty Solutions at Comarch. Listen to enjoy our impromptu interview and we hope it’s the first of many we do together with the Senior Leadership team in Comarch. Sponsored by Comarch. Show notes: 1) Comarch 2) Dr Anna Pruska, CEO of Comarch 3) Piotr Kozlowski, Vice President of Consulting for Loyalty Solutions at Comarch 4) Watch the full interview at www.Loyalty.TV
Jun 19, 2024 · 44 min
#551: What We Thought We Knew About Retention and Customer Lifetime Value
Daniel McCarthy is Assistant Professor at Emory University Goizieta School of Business. In this interview, Dan unpacks several deep layers of understanding around measuring retention and customer lifetime value. He highlights a concern that businesses state improved performance against reduced churn rates. It is not that simple. He dives into differences of retention and churn measurement across subscription and non-subscription, across different industries and even the impact of a free trial in a subscription business. If you are in the industry of loyalty, you need to listen to Dan McCarthy’s view on measuring churn, retention and customer lifetime value. Hosted by Amanda Cromhout Show notes: 1) Daniel McCarthy 2) Emory University Goizieta School of Business 3) #64: Customer-Based Corporate Valuation - Daniel McCarthy of Emory University 4) #338: Covid’s Aftermath, Customer Health, and Customer-Based Forecasting with Daniel McCarthy of Emory University
Jun 18, 2024 · 15 min
#550: Practice Checking for Sanity to Sustain Your Program
Each month in the Wiser Loyalty series, Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide. This month, they are talking about financial planning for loyalty programs and the material is based on the Loyalty Academy™ course: Loyalty Financial Modeling (#105). Ensuring that your investment in planning and modeling is rewarded by a program that stands the test of time is the focus this week. To help you achieve what they call Sustainable Loyalty, Aaron and Bill look into the important “sanity check” questions you should ask to test your work and make recommendations on how to create a measurement dashboard with the right metrics to keep the CFO at ease. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Jun 13, 2024 · 37 min
#549: WestJet's Loyalty Transformation & Evolution
This episode is sponsored by Phaedon. Download their 2026 research paper on Humanizing Loyalty here now. 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 a fascinating conversation with WestJet, Canada’s second biggest airline, as they embark on a significant transformation journey. WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Today, they operate to more than 100 destinations worldwide, with a team of over 14,000 people and nearly 200 aircraft. Leading the loyalty evolution is Steve McClelland, Vice President of Loyalty Commercial & Business Development, and we are delighted to have him join us to share his early thoughts on how he plans to grow WestJet Rewards. With thanks to the Loyalty and Awards conference team for this introduction. Show notes: 1) WestJet 2) WestJet Rewards 3) Steve McClelland 4) Watch the full interview episode at www.Loyalty.TV.com
Jun 12, 2024 · 35 min
#548: Inside the Relaunched Carter’s Rewards Program with Kevin Severs
This episode is sponsored by Phaedon. Download their 2026 research paper on Humanizing Loyalty here now. This episode focuses on the newly relaunched Carter’s Rewards - the loyalty programme of a $3Bn children’s apparel retail business. The successful relaunch lowered customer thresholds, added tiers, and accelerated its personalization strategy. With Kevin Severs, the Director of Retention for Carter’s. Kevin is a seasoned Director with 18 years of marketing experience spanning retail, CPG, automotive, and consulting. Previously, he was a Director of E-commerce at Hertz and spent nearly a decade CPG consulting with General Mills and working in brand management at Procter & Gamble. Today we will be learning about Kevin’s favourite loyalty programmes, how Carter’s Rewards is building real customer engagement and all about their plans for the future. Show notes: 1) Kevin Severs 2) Carter’s Rewards 3) Carters Inc.
Jun 11, 2024 · 15 min
#547: Winning the CFO’s Heart in Loyalty Finance
Last week we kicked off a month-long discussion of Loyalty Financial Modeling with Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee. Drawing from material in Course #105 – Introduction to Loyalty Finance, Aaron and Bill are walking you through the essentials that you need to know to break through the “black box” of loyalty finance. This week, Bill goes solo and takes a close look at the assumptions that matter most for your financial model and how to create an assumption set that will pass the credibility test with your CFO and win the budget you seek. He shares the “check digit” questions that you must ask to make sure your model will pass the toughest tests with your stakeholders. Each month in the Wiser Loyalty series, Bill and Aaron draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Jun 6, 2024 · 32 min
#546: Loyalty TV LIVE with Mastercard - Influencing and Winning Loyalty in an Age of Choice
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Mastercard recently hosted its latest Excellence in Customer Engagement Summit in Dubai, and Loyalty TV was delighted to attend. Against the backdrop of market uncertainties and a rapidly evolving consumer landscape, this Summit brought together industry experts and thought leaders to discuss perspectives and share success stories on how organizations can win over the consumers of today and tomorrow. As our first "Loyalty TV Live" event, Paula Thomas hosted a panel entitled "Influencing and Winning Loyalty in an Age of Choice" featuring Jill Moser, SVP, Global Loyalty, Offers at Mastercard, as well as Murat Ungun, Chief Executive Officer at Kudu Company for Food and Catering, for an engaging session on loyalty. Topics include: Rethinking customer loyalty and loyalty programs in 2024 Transforming customer loyalty with emerging technology Balancing act between digital innovation and customer trust This event was co-created by the Loyalty TV team together with Mastercard. For more information about the product or services discussed please contact the Mastercard team at mastercardservices.com Show notes: 1) Mastercard 2) Jill Moser 3) Kudu Company for Food and Catering 4) Murat Ungun 5) mastercardservices.com 6) Influencing and winning loyalty in an age of choice - Slide Deck 7) Watch the full interview episode at www.Loyalty.TV
Jun 5, 2024 · 59 min
#545: Loyalty Simplified: Beyond Metrics and Into Meaningful Engagement
In this insightful episode, we delve into the true essence of customer loyalty with Mark Proctor who is the Head of Loyalty & Retention at BIG4, Holiday Parks of Australia. Mark Proctor challenges the conventional metrics often used to gauge loyalty, advocating instead for a focus on emotional connection and customer convenience. Through personal anecdotes and industry examples, Mark Proctor discusses the journey of creating successful loyalty programs, the importance of embracing failure for innovation, and the need to simplify customer interactions in an increasingly complex digital world. Join us as we explore how loyalty is not just a program but a holistic, organization-wide commitment to enhancing customer experience and trust. Hosted by Carly Neubauer Show notes: 1) Mark Proctor 2) BIG4, Holiday Parks
Jun 4, 2024 · 16 min
#544: Setting Strong Loyalty Financial Foundations
The Loyalty Academy™ senior faculty members, Bill Hanifin and Aaron Dauphinee, are your hosts for this week’s "Wiser Loyalty" podcast episode. We’re kicking off a new month with fresh content from The Loyalty Academy™ curriculum that provides an Introduction to Loyalty Financial Modeling (course #105). This week Aaron and Bill look into some starting point considerations for brands and program operators to think through in order to be on sound financial footing. This is the starting point for a conversation on loyalty economics that will take place throughout the month of June. In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
May 30, 2024 · 35 min
#543: Langham Hospitality Group Launches "Brilliant by Langham".
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. The Langham Hospitality Group recently launched its “Brilliant by Langham” loyalty programme after a comprehensive two year project, led by Susan Nisbet, their VP of Loyalty. Langham Hospitality Group is the wholly-owned subsidiary of Great Eagle Holdings, which operates a family of distinctive hotels under various brands across Asia, Europe, North America and the Middle East. In today’s conversation, Susan shares her career specializing in loyalty in the hospitality sector, and some of the incredible learnings launching a new hotel loyalty program in such a mature and competitive sector, along with the unique challenges to create a compelling concept that works for a range of diverse global cultures. Listen to enjoy my conversation with Susan Nisbet from The Langham Hospitality Group. Show notes: 1) Susan Nisbet 2) The Langham Hospitality Group 3) Brilliant by Langham 4) Watch the full interview at www.Loytalty.TV
May 29, 2024 · 39 min
#542: Global Loyalty Marketing and Travel Trends with Mastercard
Today’s episode of Let's Talk Loyalty is created in partnership with our friends in Mastercard. Our guest today is Kate Mescal-Pevzner, Senior Vice President of Global Cardholder Services for Mastercard, who joins us to share her insights on key trends in the global loyalty industry, as well as some incredibly exciting statistics from Mastercard on how people’s travel habits are changing. While you won’t be surprised to hear that people are traveling more and more for unique experiences, it was fascinating to hear some of the reasons that people are choosing to fly – whether it’s to attend the concert of a superstar like Taylor Swift or something more unexpected like the recent solar eclipse in the United States! With a truly global perspective on consumer insights, both from the data from their payments card business, as well as their flagship travel report from the Mastercard Economics Institute, I have no doubt you’ll enjoy listening and learning from Kate Mescal-Pezvner from Mastercard. Sponsored by Mastercard. Show notes: 1) Kate Mescal-Pevzner 2) Mastercard
May 28, 2024 · 16 min
#541: Reward Experiences Made Memorable for Members
AI platforms are changing how customers discover brands. Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you. Sign up for their live session at loyaltyinsiders.com. -------------------------------- The Loyalty Academy™ senior faculty members, Bill Hanifin and Aaron Dauphinee, are back from CRMC 2024 to bring you this week’s "Wiser Loyalty" podcast episode. This is the last week of this month’s topic series which is drawing constructs from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108). This week the share their perspectives on the importance of creating seamless, brand aligned, and remarkable redemption experiences for members or experiences that are the reward themselves. In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide. Show Notes: 1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠ 2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠ 3) ⁠⁠⁠⁠⁠⁠⁠The Wise Marketer
May 23, 2024 · 44 min
#540: Canadian Automobile Association Shares the Power of Membership Mindset
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Today’s interview features a return guest, Steve Allmen, EVP of Strategy and Partnerships with the Canadian Automobile Association. Steve joins us on Loyalty TV to explain how global "roadside assistance" organisations around the world are evolving in 2024. He also shares how the "Canadian Automobile Association" obsesses about creating value for its members, whether they are drivers or not! While many of us as loyalty professionals rely on "earn and burn" loyalty models to drive engagement, their "membership mindset" creates new opportunities for growth that are fascinating for us all! Listen to enjoy my conversation with Steve Allmen. Show notes: 1) Steve Allmen 2) Canadian Automobile Association 3) LTL #306: Canada's Changing Loyalty Market & Canadian Automobile Association Insights 4) Watch the full interview at www.Loyalty.TV
May 22, 2024 · 42 min
#539: Exploring Loyalty: Insights from David Slavick of Ascendant Loyalty Marketing
David Slavick is Co-Founder and Partner at Ascendant Loyalty Marketing. His interview unpacks a vast array of loyalty discussion points, which flow easily due to David’s extensive experience both brand side and consultancy/agency side. We enjoy the deep dive into partnerships, programme commercials and programme manager pain points. Hosted by Amanda Cromhout Show Notes: 1) ⁠⁠⁠⁠⁠⁠⁠David Slavick 2) ⁠⁠⁠⁠⁠⁠⁠ Ascendant Loyalty Marketing
May 21, 2024 · 12 min
#538: Are Micro-redemptions All that and a Bag of Chips?
This week’s "Wiser Loyalty" podcast episode has senior faculty members of the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee back together again. This is week two of May that explores constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108). In this episode, Bill and Aaron build upon last week’s episode that looked at the importance of attainable rewards but with a tint towards aspirational and experiential redemptions. This week they swing the pendulum to the other end of the redemption spectrum to look at loyalty programs that utilize micro-redemptions and why. In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing 1,000 individuals across 53 countries worldwide. Show Notes: 1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠ 2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠ 3) ⁠⁠⁠⁠⁠⁠⁠The Wise Marketer
May 16, 2024 · 36 min
#537: Singapore Airlines Launches Kris+ in Australia
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Today brings another exciting opportunity to discuss airline loyalty and share the story of the launch of Kris+, the lifestyle rewards app of Singapore Airlines from KrisFlyer, the rewards programme of Singapore Airlines Group. Australia is the largest market for Singapore Airlines outside of its home base, and we were thrilled with the opportunity to hear about their achievements in such a mature loyalty market. Our guest is Udhara de Silva, Head Loyalty Marketing (Australia) at Singapore Airlines who brings an incredibly interesting global perspective to this role. Listen to enjoy this conversation with Udhara de Silva, from Singapore Airlinesin Australia. Show notes: 1) Udhara de Silva 2) Kris+ 3) Kris Flyer program 4) Singapore Airlines 5) Watch the full interview at www.Loyalty.TV
May 15, 2024 · 45 min
#536:Gen-Z Loyalty Unveiled: Exploring VOXI Drop
This episode focuses on VOXI Drop – Vodafone UK’s multi-award winning Gen-Z targeted surprise and delight loyalty programme. With Matt Eldridge and Jonny Greenslade-Cross, the VOXI Proposition and VOXI Drop Proposition Leads. They are both telco loyalty specialists – Matt has delivered a number of successful loyalty initiatives over the years. In 2012 he launched “Additions” - Carphone Warehouses’ innovative loyalty program, he then led EE’s loyalty strategy for a number of years before moving to VOXI in 2022. Jonny has worked across Vodafone and VOXI since 2021, in numerous digital and loyalty roles. Today we will be learning about their favourite loyalty programmes, how VOXI Drop is building real customer engagement with its Gen Z audience and all about their plans for the future. Hosted by Charlie Hills Show Notes: 1)Jonny Greenslade-Cross 2) Matthew Eldridge 3) ⁠⁠⁠⁠⁠VOXI Drop 4) European Loyalty Whitepaper 5) Mando-Connect 6) YouGov
May 14, 2024 · 16 min
#535: Attainable Rewards Leads to Retainable Customers
This week’s "Wiser Loyalty" podcast episode has senior faculty members of the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee back together again. This is week two of May that explores constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108). In this episode, Bill and Aaron focus in on the importance of attainable rewards, both from the strategy and redemption experience perspective. The two offer a set of real world examples to help reinforce some of the successes and poorer decisions select brands have made when it comes to rewarding the program members. In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide. Show Notes: 1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠ 2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠ 3) ⁠⁠⁠⁠⁠⁠⁠The Wise Marketer