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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Mar 26, 2024 · 41 min
#515: 2024 Consumer Trends Index with Marigold's Wendy Werve
Today, Let's Talk Loyalty is joined by Wendy Werve, CMO of Marigold, to share her favorite learning from this year’s Consumer Trends Index, which has been created in partnership with eConsultancy. The Consumer Trends Index is an annual report that we feature on this show, and the 2024 edition consumers from various countries, including Benelux Region, Denmark, France, Sweden, the United Kingdom, and the United States. Listen to learn how consumer preferences are changing when it comes to marketing channels and how different demographics are choosing to engage with brands while protecting their privacy, while also focusing on building greater brand loyalty. I hope you enjoy this year's insights from the 2024 Marigold Consumer Trends Index. Sponsored by Marigold. Show notes: 1) Wendy Werve 2) 2024 Marigold Consumer Trends Index⁠ 3) Marigold⁠
Mar 25, 2024 · 15 min
#514: A New World Order to Categorize Loyalty Business Models
This "Wiser Loyalty" podcast wraps up discussions during March that guest hosts Bill Hanifin and Aaron Dauphinee had about Loyalty Business Models. Breaking away from the Proprietary/Player/Coalition nomenclature that has been used for years, Bill and Aaron redefine the Loyalty Business Model classifications based on a more customer centric view. They land on an approach that reflects the reality of the programs they have been observing in the market. The Wiser Loyalty series showcases a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, featuring the latest thinking on customer loyalty, backed up by market examples. Next Month’s topic: Key Performance Indicators. Show Notes: 1) ⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠ 2) ⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠ 3) ⁠⁠⁠⁠⁠⁠The Wise Marketer
Mar 20, 2024 · 39 min
#513: Cathay Pacific Airways Updates Its Loyalty Positioning and Proposition
This episode is available in audio as a podcast and in video format on Loyalty TV. Today we learn the latest loyalty and lifestyle propositions from the Cathay Pacific Group, with Paul Smitton joining us once again from Hong Kong. Listen to learn how the positioning and proposition for the membership program from Cathay Pacific has evolved, and the role of Asia Miles now as its currency (rather than its programme name). Paul also shares some insights into some of the airline’s most recent developments in the Chinese market. Show Notes: 1) Paul Smitton⁠ 2) Cathay Pacific Group 3) Asia Miles 4) Watch the full interview episode at www.Loyalty.TV
Mar 19, 2024 · 49 min
#512: What Brits want from Loyalty Programmes 4.0
The launch of the 4th edition of ‘What Brits want from Loyalty Programmes 4.0’ does not disappoint. This Let’s Talk Loyalty podcast talks to three deeply experienced professionals about this whitepaper. Amanda Cromhout talks to Charlie Hills,Chief Strategy Officer and James Davies, Senior Strategist and Analyst, both from Mando Connect. They are accompanied by Nick Fishbourne, Group Account Director of YouGov. Key highlights include the increased usage of loyalty by Brits ad a deeper usage in terms of activity rates. There is also an increased play on loyalty partnerships benefiting consumers and brands alike. The whitepaper also serves up quality statistics around transactional KPIs and emotional KPIs. Show Notes: 1) Charlie Hills⁠ 2) ⁠⁠⁠⁠⁠⁠⁠James Davies⁠ 3) Nick Fishbourne 4) Mando Connect⁠ 5) YouGov 6) What Brits want from Loyalty Programmes 4.0
Mar 13, 2024 · 51 min
#510: Epsilon UK Launches the Epsilon Loyalty Index Research Report
This episode is available as a podcast on "Let's Talk Loyalty" and in video as www.Loyalty.TV. Today's episode features research from our friends in Epsilon, who have been focused discovering the underlying factors that are truly driving UK consumers loyalty in 2024. The result is “Epsilon Loyalty Index” (UK edition) which was created to support loyalty marketers in the UK looking to find new and innovative ways of building loyalty with their customers. Joining me today to share her insights on the Epsilon Loyalty Index is Senior Vice President of Business Development Epsilon UK, Maria Giacobbe. Listen to enjoy our conversation about her insights on how to drive customer loyalty in the UK in 2024! Sponsored by Epsilon. Show notes: 1) “⁠Epsilon Loyalty Index⁠” (UK edition) 2) Epsilon 3) Maria Giacobbe 4) Loyalty Connect Dubai 2024 5) Watch the full interview at www.Loyalty.TV
Mar 13, 2024 · 51 min
#510: Epsilon UK Launches the Epsilon Loyalty Index Research Report
This episode is available as a podcast on "Let's Talk Loyalty" and in video as www.Loyalty.TV. Today's episode features research from our friends in Epsilon, who have been focused discovering the underlying factors that are truly driving UK consumers loyalty in 2024. The result is “Epsilon Loyalty Index” (UK edition) which was created to support loyalty marketers in the UK looking to find new and innovative ways of building loyalty with their customers. Joining me today to share her insights on the Epsilon Loyalty Index is Senior Vice President of Business Development Epsilon UK, Maria Giacobbe. Listen to enjoy our conversation about her insights on how to drive customer loyalty in the UK in 2024! Sponsored by Epsilon. Show notes: 1) “⁠Epsilon Loyalty Index⁠” (UK edition) 2) Epsilon 3) Maria Giacobbe 4) Loyalty Connect Dubai 2024 5) Watch the full interview at www.Loyalty.TV
Mar 12, 2024 · 41 min
#509 : Strategic Partnerships & Loyalty Manager ANZ Bank
Join us in this exciting episode as we welcome Aussie Merciadez, the Strategic Partnerships & Loyalty Manager at ANZ Bank, as our special guest. With a wealth of experience spanning various loyalty, incentives, and promotional companies both domestically and internationally, Aussie brings a unique perspective to the table. Having spearheaded major brand promotions within the FMCG sector, Aussie transitioned seamlessly into the realm of loyalty, where her reputation for introducing fresh innovations precedes her. Renowned for her data-driven approach, Aussie shares her expertise in crafting loyalty programs that not only prioritize customer intelligence but also foster meaningful engagement. Tune in as we delve into the strategies and insights that have made Aussie a trailblazer in the loyalty space. Hosted by Carly Neubauer Show notes: 1) ⁠⁠⁠⁠Aussie Merciadez⁠ 2) ⁠⁠⁠⁠ANZ Bank
Mar 11, 2024 · 16 min
#508: Loyalty Business Models with Control as the Key Criterion
Aaron Dauphinee from the Loyalty Academy™ flies solo in this week's of the “Wiser Loyalty” podcast series while Bill Hanifin is in London, UK. He explores constructs from curriculum in course #104 on Loyalty Program Business Models to set the stage for the next two episodes when Bill and Aaron are back together again. Aaron provides a topline introduction to three 'traditional' loyalty program business models that have served the full spectrum of Customer Loyalty to-date: Proprietary, Player, and Coalition models. This sets the stage for back-to-back weeks of digging deeper into and stress testing each of these models, introducing and evaluating new models, and discussing the viability and relevance of all of them for the loyalty landscapes of today and tomorrow. In the Wiser Loyalty series, our experts discuss constructs each month that are taken from the Certified Loyalty Marketing Professional™ (CLMP™) curriculum. This month respectfully challenges concepts known to be foundational to Loyalty to set up for next month's conversation on Key Success Factors in Loyalty. Show Notes: 1) ⁠Aaron Dauphinee⁠ 2) ⁠Bill Hanifin⁠ 3) ⁠⁠⁠⁠The Wise Marketer
Mar 6, 2024 · 43 min
#507: International Women's Day - WiiN Webinar with LTL Hosts
Today's episode is available in audio on "Let's Talk Loyalty" and in video format on www.Loyalty.TV. March 8th is International Women’s Day around the world. To celebrate, Carly Neubauer created a very special webinar featuring the three female guest hosts of Let's Talk Loyalty. This was in response to feedback from members of WiiN, a not for profit association that works to connect, educate and empower women in the incentive and loyalty industry. When WIIN members were asked who they’d like to hear from for International Women's Day, the names that came up included Paula Thomas, Charlie Hills and Amanda Cromhout. Today we're publishing that webinar as an episode of Loyalty TV and Let's Talk Loyalty to celebrate International Women's Day, and as a perfect opportunity to hear from all of the Let's Talk Loyalty interview hosts in one recording. Thanks to Carly and everyone at WiiN for organizing this webinar in celebration of International Women's Day. Show Notes: 1) Carly Neubauer 2) Paula Thomas 3) Charlie Hills 4) Amanda Cromhout⁠ 5) WIIN
Mar 5, 2024 · 41 min
#506: Understanding Loyalty in Europe – Getting to know the Red By Dufry Loyalty Programme
This episode focuses on the Avolta Loyalty Programme – the global programme of this leading global travel experience player with over 5,500 duty free, food & beverage and convenience stores across 75 countries. With Camilo Courtenay, the Global Loyalty Lead at Avolta. Camilo heads up global loyalty at Avolta. Prior to joining, he worked in various loyalty roles at Vodafone, Eurostar and British Airways and brings a wealth of industry experience to our show. Today we will be learning about Camilo’s favourite loyalty programmes, how loyalty is changing in travel and all about the existing Avolta programme and plans for the future. Hosted by Charlie Hills. Show Notes : 1) Camilo Courtenay 2) Avolta Loyalty Programme 3) European Loyalty Whitepaper 4) Mando-Connect 5) YouGov
Mar 4, 2024 · 16 min
#505: The Foundations of Loyalty -What the OG’s Had To Say and How That Has Changed
This week's episode of the "Wiser Loyalty" podcast series explores the most foundational course in The Loyalty Academy curriculum, Introduction to Loyalty #101. Our host today is ⁠Bill Hanifin, who takes on this topic solo as co-host ⁠Aaron Dauphinee is on assignment in Argentina. Bill poses a True/False test that challenges the foundational concepts of customer loyalty. In the process he clarifies conflicting terminology, sheds light on how loyalty is evolving and explains why Loyalty Marketing is equivalent to a Swiss Army Knife. Bill’s affinity for life-long learning made the opportunity to challenge traditional thinking irresistible. This discussion reveals what remains true today from original best practices and where the business has evolved over the past decade. 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. Throughout March, we will continue to explore elements of the Foundations of Loyalty. Show Notes: 1) ⁠⁠⁠Bill Hanifin⁠⁠⁠⁠ 2)⁠⁠⁠Aaron Dauphinee⁠⁠⁠ 3) ⁠⁠⁠The Wise Marketer
Feb 28, 2024 · 40 min
#504: Moët Hennessy, part of LVMH Shares Clos19 Loyalty Insights
This episode is available in audio format on "Let's Talk Loyalty" and on Loyalty.TV. Today’s episode, features a loyalty program called Clos19 from the iconic brand Moët Hennessy, the Wines and Spirits Division of LVMH. LVMH is the world's leader in luxury, operating in 6 different industries, across 81 countries. Many of their products have been around for centuries, while others are just starting their journey. Today we are joined by Erin Scarfe, Head of Consumer Engagement within e-business driving Clos19 for Moët Hennessy, and her colleague Anaïs Lebreton who leads eBusiness and Loyalty for Ruinart which is both a champagne of choice for an international clientele and one of the jewels in the crown of the LVMH group. Listen (or watch) to enjoy our conversation all about Clos19. Show Notes: 1) Erin Scarfe 2) Anaïs Lebreton 3) Moët Hennessy 4) Ruinart 5) Clos19 6) LVMH⁠ 7) #342: Helping Customers Choose Better - SAQ Shares Powerful Results Selling Wines, Beers and Spirits in Canada 8) Watch this episode at www.Loyalty.TV
Feb 27, 2024 · 51 min
#503: Disrupting and Innovating in Airline and Energy Loyalty Programs in New Zealand
In this episode, we delve into the remarkable journey of Monique Forbes, who worked behind the award-winning Air New Zealand loyalty program. Join us as we explore the evolution of this program, from its inception to its groundbreaking retail coalition comprising over 65 partners. Monique's expertise doesn't stop there – we'll also uncover the intricacies of her work on the proprietary loyalty program at Mercury Energy. Get ready for insights into loyalty program innovation and the strategies that drive success in the ever-evolving landscape of customer loyalty. Hosted by Carly Neubauer Show Notes: 1) Monique Forbes⁠ 2)⁠⁠⁠ Air New Zealand⁠ 3) InZone Education Foundation
Feb 26, 2024 · 12 min
#502: Don't Mind the "Say-Do" Gap, Emotion it
This week's episode of the "Wiser Loyalty" podcast series ties up the month's focus into select constructs taken from the Psychology of Human Behavior course curriculum of the Loyalty Academy™. Our hosts, Bill Hanifin and Aaron Dauphinee, will lead us into understanding why and how it's emotion that explains the "say-do" gap. Learn how this universal problem to all marketers can lead to unsatisfying and inaccurate observations or marketing actions that do not elicit a response or desired outcome as loyalty program operators would expect or like. Understand the rising importance for Each month Bill and Aaron draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation. If you enjoyed this week's episode or all the episode's in February, then be sure to join us in March when we explore facets of the types of Loyalty Business Models in play today and possibilities yet to come that are on the horizon. Show Notes: 1) ⁠⁠Bill Hanifin⁠⁠⁠ 2)⁠⁠Aaron Dauphinee⁠⁠ 3) ⁠⁠The Wise Marketer
Feb 21, 2024 · 40 min
#501: MGM Resorts International - Leveraging Loyalty to Win Hearts and Minds
Today's episode is available as a podcast on "Let's Talk Loyalty" and in video format on www.Loyalty.TV. This episode features another iconic brand - MGM Resorts! Driving customer loyalty in the competitive entertainment industry is fascinating, and today you’ll hear the story of how MGM Resorts recently relaunched, re-branded and re-positioned their original loyalty program in order to meet the dramatically changing profile of visitors to Las Vegas. Our guests are Anil Mansukhani, Vice President Loyalty Marketing and Beck Sundquist, the Vice President of Product Management at MGM Resorts International. Enjoy the show! Show Notes: 1) Anil Mansukhani⁠ 2) Beck Sundquist 3) MGM Resorts⁠ 4) MGM Rewards 5) Watch this episode at www,Loyalty.TV
Feb 20, 2024 · 32 min
#500: THANK YOU for this Incredible Milestone - Episode 500 - Audience Feedback
It's the 500th episode of Let's Talk Loyalty and we couldn't be more proud! This episode is a wonderful collection of voices from our audience - some of the incredibly LOYAL people who listen to our show week in and week out. Let's Talk Loyalty was first published back in 2019, and it was the very first podcast in the industry. While there are lots more people now publishing audio content for loyalty marketing professionals, we'll always be particularly proud of us being the first! We have been truly blessed to have so many amazing people listening, and as a result, we consistently rank in the top 3% of all global podcasts. SO THANK YOU ALL! To celebrate this milestone of 500 episodes, today is dedicated to our loyal community. We are thrilled that so many of you shared your voice messages with us, so we can share them with everyone else! These voice messages capture some of the incredible feedback we regularly get privately, telling us how much our content means to you and how much you learn by listening. This episode is a compilation of some wonderful wishes and voice messages from around the world, sharing that wonderful feedback with each other. We hope this episode helps you feel part of something truly great – a show where so many iconic brands and industry experts come and share their wisdom so generously. Thanks to all of you who sent in a voice message for this major milestone of 500 episodes. We can’t wait to bring you our latest exciting ideas as we build the Let's Talk Loyalty community in the months and years to come! Enjoy! Show Notes: 1) Nejib Ben-Khedher 2) Rich Long, CLMP 3) Danielle Brown 4) Erica Hood 5) Mayank Singh Nicholas Kerr 7) Sebastian Huschner, CLMP™ 8) Paul Kramer 9) Renato Ramos 10) Lynn Tan 11) Phil Rubin 12) Emily Ong, CLMPᵀᴹ, CSPO® 13) Amanda Cromhout 14) Lisa Brightwell 15) Charlie Hills CLMP 16) Cristina Ziliani 17) Javier Marin Martinon 18) Nik Laming CLMP 19) Suryaveer Singh 20) Valerie Popeck 21) Pablo Sordo 22) Adam Posner 23) Jenn (Arment) McMillen 24) Kevin Crowe 25) Abhi Vyas 26) Richard Schenker 27) Leandro Torres 28) Kristie Atkins 29) Brian Almeida 30) Alyssa Callahan 31) Lisa Routel 32) Nizar Al Qabbani 33) Jason Foo 34) Charles Ehredt 35) Dominik Olejko 36) Let's Talk Loyalty
Feb 19, 2024 · 9 min
#499:Endowed Progress Effect: Perception [of progress] is Reality
Senior faculty from the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee, are back to host the latest episode of the "Wiser Loyalty" podcast series. This week they bring with them insights that dive deeper into this month's focus on the Psychology of Human Behavior. Learn about the Endowed Progress Effect and why creating momentum through incentives or benefits for your members, when onboarding or after they've set a redemption goal can influence continued behaviors. Our experts provide their thoughts on its application to Loyalty using both sector and brand specific examples. The constructs discussed each month are taken from the Certified Loyalty Marketing Professional™ (CLMP™) curriculum and a constructs from a new course will be covered as a theme each month. Show Notes: 1) ⁠⁠Bill Hanifin⁠⁠⁠ 2)⁠⁠Aaron Dauphinee⁠⁠ 3) ⁠⁠The Wise Marketer
Feb 14, 2024 · 30 min
#498: Loyalty Connect Global - Join this Loyalty Industry Flagship Event in Dubai
Today's episode is available in video on www.Loyalty.TV and as a podcast as Let's Talk Loyalty. "Loyalty Connect" is being positioned as the flagship conference for the loyalty industry for 2024, taking place in Dubai in April, with an expected attendance of over 3,000 people! This podcast shares the origins and intentions of the conference for its inaugural year. This incredible event will also feature the International Loyalty Awards, which is taking place outside of the UK for the first time in its 13 year history. No matter what area of loyalty marketing you work in, on the brand side OR the partner side, Loyalty Connect is an exciting event not to be missed. My guest today is Co-Founder and Co-Chief Executive of Loyalty Connect, Marian Kelly. I hope you enjoy our conversation. Show Notes: 1) Marian Kelly 2) Loyalty Connect⁠ 3) International Loyalty Awards 4) Watch this episode at www.Loyalty.TV
Feb 13, 2024 · 40 min
#497: Grill'd Australia Shares Insights from the Relish Rewards Programme
Today’s episode features another much-loved Australian brand - this time in the fast casual dining sector. Grill’d opened its doors in 2004, with a goal of challenging the belief that burgers were bad, and instead creating recipes for burgers that were both guilt-free and delicious. Now, twenty years later, they're continuing to serve these healthy burgers in over 170 restaurants across the country. In 2019, they realised the power of creating a program to show their loyalty to their customers and launched the “Relish” rewards program. Joining us today to share the proposition is Jaimi Farrey, Senior Loyalty & Personalisation Manager for Relish, which is also now a finalist in the Best Social (CSR Initiative) in the upcoming APAC Loyalty Awards. Show notes: 1) Jaimi Farrey 2) Grill’d
Feb 12, 2024 · 11 min
#496: Get "the Skinny" on Skinner and Operant Conditioning
Welcome back for the second episode of the "Wiser Loyalty" podcast series, which is hosted by Bill Hanifin and Aaron Dauphinee from the Loyalty Academy™. Listen to another key concept for loyalty marketers to understand, Operant Conditioning, which dives into the relationship between behaviors and consequences. Our experts provide their thoughts on its application to Loyalty using both sector and brand specific examples. The constructs discussed each month are taken from the Certified Loyalty Marketing Professional™ (CLMP™) curriculum and this month's focus is on the Psychology of Human Behavior and its relevance to loyalty. Show Notes: 1) ⁠Bill Hanifin⁠⁠ 2)⁠Aaron Dauphinee⁠ 3) ⁠The Wise Marketer