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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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  • 794 episodes
  • Updated Today

Episodes794

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  • 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

  • May 9, 2024 · 38 min

    #534: Meet adjoe - Exciting Adtech that Rewards Gaming for Programs and Members Alike

    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 an innovative adtech company called adjoe, which has just joined us as a partner and sponsor of our show. adjoe is a leading advertising and monetization platform providing loyalty programme operators with compelling content that uses the power of "rewarded gaming" to grow bottom-line loyalty revenue through everyday fun! adjoe has already raised more than $100mn in venture capital funding and has some extra-ordinary clients on board using their proprietary technologies, creating new monetization strategies for their business while also enjoying a meaningful engagement loop with their members. Here to share his insights around the power of gaming to connect with your members is Thomas Yannopoulos, VP of Revenue for adjoe in The Americas. Sponsored by adjoe. Show notes: 1) adjoe 2) Thomas Yannopoulos 3) Watch the full interview at www.Loyalty.TV

  • May 8, 2024 · 46 min

    #533: Culture Drives Innovation - Dan Murphys

    Today, a conversation unfolds with Diana Sinclair, who holds the role of Senior Loyalty Manager at Dan Murphys. With over 15 years of experience in client and agency domains, Diana has cultivated expertise in CX, CRM, Loyalty, and Direct Marketing. As a strategic leader, Diana prioritizes a 'customer first' ethos, enabling her to spearhead innovation and transformative initiatives. Presently, she assumes the helm of the My Dan’s loyalty program at Dan Murphy’s. The upcoming discussion with Diana delves into the evolving landscape of points within loyalty programs and the pivotal role of culture in fostering innovation. Hosted by Carly Neubauer Show Notes: 1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Diana Sinclair 2) ⁠⁠⁠⁠⁠⁠⁠Dan Murphys 3) ⁠⁠⁠⁠⁠⁠My Dan's Membership

  • May 7, 2024 · 11 min

    #532: A List That is Rather ‘Rewarding’ for Your Members

    Aaron Dauphinee from the Loyalty Academy’s faculty is flying solo in this week's episode of the "Wiser Loyalty" podcast series while Bill Hanifin is flying homeward after being on assignment this week. This week’s podcast kicks-off a new month of constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108). In this episode, Aaron sets the stage for the month at a 50K foot level by listing off a series of key considerations when designing your loyalty rewards strategy. Not all key considerations are revealed here but he provides a sound starting point with seven (7) constructs that shape the impact that your loyalty program has on 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

  • May 2, 2024 · 32 min

    #531: Finnair Launches Finnair Plus

    Today we’re delighted to be meeting Finnair, one of the world’s oldest airlines, founded 1923, which operates a network connecting Europe, North America and Asia from its Helsinki hub. Today, we’re meeting Valter Sandell, who is leading the loyalty and membership strategy for Finnair Plus, a loyalty programme which has undergone comprehensive changes to its design and strategy just recently in early 2024. Show Notes: 1) Finnair 2) Valter Sandell 3) Finnair Plus 4) Watch the full video interview at www.Loyalty.TV

  • May 1, 2024 · 42 min

    #530: Let's Talk Loyalty - in SPANISH!

    Today’s episode of Let's Talk Loyalty is perhaps our most exciting announcement to date in terms of our content plans. Alex Saul is today's guest, an industry leader with a loyalty career that spans more than twenty-five years in various countries across Latin America, leading some of the biggest programs on the continent. Listen to hear our BIG news, which is truly both a podcast and loyalty industry innovation, that brings together the best of Alex’s loyalty expertise, market insights and native language - content for loyalty industry professionals who speak Spanish! Please do listen to find out more (in English) about Alex's new monthly episodes as a guest host on Let's Talk Loyalty. This episode is hosted by Paula Thomas. Show notes: 1) Alex Saul 2) #381: "Share" - The Multi Award-Winning Loyalty Programme from Majid Al Futtaim Group UAE

  • Apr 30, 2024 · 18 min

    #529: Some Say it’s [Loyalty] at the Top and That It Helps

    This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are Aaron Dauphinee and Bill Hanifin from the Loyalty Academy faculty. In this episode, Aaron and Bill provide a topline re-cap of conversations they had while both on assignment the week prior in Dubai, UAE and the USA, respectively. A common set of themes arose while they were across continents related to the challenges CEOs and executive teams face. They draw linkages between how Loyalty (big L) and/or loyalty (little l) can help. 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

  • Apr 25, 2024 · 45 min

    #528: Royal Automobile Club Victoria Shares Strategies to Drive Member Engagement and Retention

    Today’s episode is available both in audio as “Let’s Talk Loyalty” and on video on www.Loyalty TV. We’re back today in Australia with a brand and business that was founded way back in 1903. The Royal Automobile Club Victoria offers a variety of products and services for its 2 million members, led by roadside assistance as well as other services such emergency home assistance, travel discounts and benefits, insurance and finance. To learn how they drive member engagement and retention for this iconic brand, we are joined today by Hayden Hearse, their Marketing Manager responsible for Member Benefits and Loyalty for the Royal Automobile Club Victoria. Hayden, who is also a 2024 ALA Loyalty Awards judge, contributed his expertise to this year's panel. Please enjoy our conversation. Show notes: 1) Hayden Hearse 2) Royal Automobile Club Victoria 3) RAIZ invest 4) Watch the full video interview at www.loyalty.tv

  • Apr 24, 2024 · 45 min

    #527: Understanding Loyalty in Europe 2.0

    Today’s Let’s Talk Loyalty podcast talks to three deeply experienced professionals about the whitepaper – Understanding Loyalty in Europe 2.0. Amana Cromhout talks to Charlie Hills,, Chief Strategy Officer and Abigayle Blanshard, Senior Strategist, both from MandoConnect. They are accompanied by Nick Fishbourne, Group Account Director of YouGov. The whitepaper covers 24 European countries and proves that Europe is not a homogenous loyalty market Three key highlights are that loyalty is playing an important role in today’s cost of living crisis, customers are begging brands to build emotional connections and finally that there is a distinct rise in gamification within loyalty technology across European loyalty programmes. Show Notes: 1) ⁠⁠⁠⁠⁠⁠⁠Abigayle Blanshard 2) ⁠⁠⁠⁠⁠⁠⁠Charlie Hills 3) Nick Fishbourne 4) MandoConnect 5) Understanding Loyalty in Europe 2.0 6) YouGov

  • Apr 23, 2024 · 17 min

    #526: Creating Consistent Digital-led and Human-led Moments Matters

    In this week’s episode of the “Wiser Loyalty” podcast series ⁠⁠Bill Hanifin⁠ and Aaron Dauphinee offer up their perspective on one last construct that is taken from the Loyalty Academy’s Key Success Factors in Loyalty Marketing (course #112) curriculum. Technological innovations and consumer adoption rates are on the rise, which is creating a new consumer expectation for consistency across their experiences and interactions irrespective of whether digitally-enabled or person-to-person. Successful loyalty programs have seen brands master providing consumers with choice across channels of interaction but now that mastery also includes consistency in quality, flexibility, and outcomes to create moments that matter. 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 and this is now the third month of this global loyalty education series. Show Notes: 1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠ 2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠ 3) ⁠⁠⁠⁠⁠⁠⁠The Wise Marketer

  • Apr 18, 2024 · 34 min

    #525: The Bonus Awards Celebrate Loyalty Excellence in Germany and Beyond

    Today’s episode is available both in audio as “Let’s Talk Loyalty” and on video on www.Loyalty TV. Our guest today, Ulf Gunnar Switalski, is a loyalty expert in Germany. Ulf is the author of two books on how to use the loyalty programs from a consumer perspective, content which he also shares on his blog - Upgrade Guru.de Three years ago, Ulf founded “The Bonus Awards” focused on recognizing excellence in the loyalty industry in Germany, then he expanded these awards to recognize loyalty leaders in Belgium and Netherlands. Listen to hear insights, learnings and who the main winners were in these emerging loyalty awards for Europe. Show notes 1) Ulf Gunnar Switalski 2) Upgrade Guru.de 3) The Bonus Awards 4) Press release Gallup Engagement Index 2022 5) Gallup Engagement Index Germany 2023: More than 7.3 million employees have internally resigned 6) Watch the full interview at www.Lotyalty.TV

  • Apr 17, 2024 · 36 min

    #524: Unlocking Loyalty: Inside Canon Club's Journey with Beth Simpson

    This episode focuses on the new Canon Club Loyalty Programme – for all Canon fans across EMEA. Today it has over 78,000 members, and there are lots of plans and ideas in play for how Canon will continue to grow and increase the loyalty of their very engaged customers. With Beth Simpson, the Customer Marketing Senior Manager at Canon Europe. Beth has over 20 years’ marketing experience, working in consumer electronics, membership and travel. She loves working on brands that customers are passionate about, understanding customer needs and creating compelling marketing propositions. Today we will be learning about Beth’s favourite loyalty programmes, how Canon Club is building real customer engagement and all about their plans for the future. Hosted by Charlie Hills Show Notes 1) Beth Simpson 2) Canon Club Loyalty Programme 3) European Loyalty Whitepaper 4) Mando-Connect 5) YouGov

  • Apr 16, 2024 · 17 min

    #523: Speed of Success by Way of Velocity of Earn

    This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are ⁠⁠Bill Hanifin⁠ and Aaron Dauphinee from the Loyalty Academy faculty. In this episode, Bill and Aaron discuss a key component to creating successful customer loyalty from your rewards program – the speed at which members accumulate enough points to be able to redeem for rewards is the earn velocity. It is a critical factor that brands want to forecast, monitor, and then manage as an easy metric of program health. 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 and this is now the third month of this global loyalty education series. Show Notes: 1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠ 2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠ 3) ⁠⁠⁠⁠⁠⁠⁠The Wise Marketer

  • Apr 11, 2024 · 28 min

    #522: Under Armour Shares UA Rewards

    This episode is available in audio format as “Let’s Talk Loyalty” and in video format on www.Loyalty.TV. Today’s conversation features Under Armour, a leading inventor, marketer, and distributor of branded athletic performance clothing, footwear, and accessories. Under Armour was originally launched in 1996 but only recently launched its loyalty proposition for customers. Joining us today to share the story of this program is Nandika Suri, VP, Global Loyalty, CRM and Personalization at Under Armour. Nandika shares how her insights from more than sixteen years in the airline loyalty sector were invaluable in guiding Under Armour’s transformation from its initial vision to become the “UA Rewards” program, which has already proven hugely succesful and enrolled nearly 3 million members in its first six months alone. Show notes: 1) Under Armour 2) “UA Rewards” 3) Nandika Suri 4) Watch the full interview at www.Loyalty.TV

  • Apr 10, 2024 · 50 min

    #521: Unveiling Loyalty Insights with Amanda Cromhout, CEO & Founder of Truth

    Join Carly Neubauer, Co-Founder of Elevate Loyalty, as she dives into a revealing discussion with Amanda Cromhout, the esteemed CEO and Founder of Truth. In this episode of Let’s Talk Loyalty, Carly and Amanda explore the latest findings from the Truth & BrandMapp Loyalty Whitepaper. Amanda's groundbreaking loyalty research study, sheds light on key insights, intriguing statistics, and emerging trends within the loyalty landscape. With Amanda's extensive expertise and captivating insights, listeners are in for an enlightening journey through the world of customer loyalty. Show Notes: 1) Amanda Cromhout 2) Truth 3) Truth & BrandMapp Loyalty Whitepaper 4) Carly Neubauer 5) Elevate Loyalty

  • Apr 9, 2024 · 16 min

    #520: Avoid Tears by Properly Utilizing Program Tiers

    Bill Hanifin and Aaron Dauphinee from the Loyalty Academy are back with another episode of the "Wiser Loyalty" podcast series. They continue exploring Key Success Factors in Loyalty Marketing (course #112) from the Loyalty Academy™ curriculum. In this week’s episode, Bill and Aaron, lean into the importance of understanding that all customers shouldn’t be treated the same and the success that can come in doing this through the utilization of program tiers (in various forms). 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 and this is now the third month of this global loyalty education series. Show Notes: 1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠ 2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠ 3) ⁠⁠⁠⁠⁠⁠⁠The Wise Marketer

  • Apr 4, 2024 · 40 min

    #519: Loyalty Lessons ex Starbucks USA – Joy Das Gupta

    Today’s episode is available in audio format as “Let’s Talk Loyalty” and in video format on www.Loyalty.TV Today’s guest has an incredible career in loyalty, working for over thirteen years on many of the most exciting and innovative propositions that Starbucks now offers in the US market. Joy Das Gupta is now an independent loyalty consultant who works for clients such as Brooks Running, and who has previously supporting brands like Coca Cola, Stanley, Black & Decker, Cisco Systems and Samsung for Merkle. Joy caught our attention sharing valuable insights and potential pitfalls that loyalty marketing professionals need to be aware of, and she joins Loyalty TV today to share more of these. Listen to enjoy my conversaton with Joy Das Gupta from Das Gupta Consulting LLC. Show Notes: 1) Joy Das Gupta 2) Watch the full interview at www.Loyalty.TV

  • Apr 3, 2024 · 47 min

    #518: Rewarding Financial Wellness: The Evolution of Old Mutual Rewards

    Brett Cameron is the Managing Director of Old Mutual Rewards. Unlike many loyalty programmes, Old Mutual Rewards focuses primarily on incentivising members to take care of their financial wellbeing. With over 2 million members and a staggering 5 billion points earned (equivalent to R500 million / $25 million), the programme has made a significant impact. Notably, the programme isn't exclusive to Old Mutual customers; it's open to all South Africans and has recently expanded into Namibia with the commitment to offer practical solutions that help members achieve their financial aspirations. In this captivating podcast, Brett guides us through the five-year evolution of Old Mutual Rewards, delving into prevalent topics such as fraud incidents affecting loyalty programs in the industry, the direct correlation between digitisation and programme engagement levels, and the promising future of Old Mutual Rewards. Hosted by Amanda Cromhout Show Notes: 1) Brett Cameron 2) Old Mutual Rewards South Africa 3) Old Mutual Rewards Namibia

  • Apr 2, 2024 · 17 min

    #517: The First Key to Success is the Making of Members

    This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are ⁠⁠Bill Hanifin⁠ and Aaron Dauphinee from the Loyalty Academy faculty. Our loyalty leaders first set-up the discussions for the month of April that will focus on identifying some, but not all, of the components to creating customer loyalty successfully. They list the long-standing and known keys to success, but also pepper in a few more recent known enablers, before diving into “program member enrollment” to kick-off. 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 and this is now the third month of this global loyalty education series. Show Notes: 1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠ 2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠ 3) ⁠⁠⁠⁠⁠⁠⁠The Wise Marketer

  • Mar 27, 2024 · 46 min

    #516: Meliá Rewards Celebrates It's 30th Anniversary

    Today’s episode is available in both audio and video format, as the "Let's Talk Loyalty" podcast and on www.Loyalty TV. We’re back in the hotel industry today with Meliá Hotels International, a Spanish hospitality group founded in 1956 in Mallorca (Spain). Melia Hotels is one of the leading companies in resort hotels worldwide. It was the first hotel company in Europe to go public in 1996, and the Group was also named the most sustainable hotel company worldwide in the last S&P Global Corporate Sustainability Assessment.​ Melia Hotels launched its first loyalty proposition for guests 30 years ago, so 2024 represents a year of celebration, evolution and further expansion. Joining us today to share their journey is Sara Matarrubia, the Global Loyalty Director for Meliá Rewards. I hope you enjoy our conversation. Show Notes: 1) Meliá Hotels International 2) Sara Matarrubia 3) Meliá Rewards⁠ 4) Watch the full interview episode at www.Loyalty TV