Sign inOpen the app
Artwork for Let's Talk Loyalty
Business

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/

SubscribeListen in podnodRSS feedShow website
  • 794 episodes
  • Updated Today

Episodes794

Newest first
  • Feb 7, 2024 · 32 min

    #495: Starbucks Rewards Shares MENA Success (Starbucks is Our Guests FAVORITE Loyalty Program)

    Today’s episode is available as a podcast as "Let's Talk Loyalty" as well as in video form on www.Loyalty.TV. Starbucks is one of the world’s greatest brands and also our audience’s favorite loyalty program! As a truly global brand, Starbucks operates in 84 markets, and today we’re here to hear about the incredibly successful launch of the Starbucks Rewards programme in the Middle East and North Africa, where there are over 1,900 stores in eleven countries. In this region, Starbucks has partnered with one of the leading family-owned operators of international franchising brands, the Al Shaya Group, which has operated for over 20 years. We are joined by Elisabetta Aiello, the Vice President of Marketing and Digital for Starbucks in the MENA and Turkey. Starbucks Rewards launched in the UAE in February 2022, followed by other key regional markets soon afterwards, and to date, they have registered more than 3 million members. I hope you enjoy my in-studio conversation all about Starbucks as a world-class brand focused on building customer loyalty in the Middle East and North Africa region. Show Notes: 1) Elisabetta Aiello 2) Starbucks MENA 3) Starbucks Rewards 4) Al Shaya Group 5) Watch this episode at www.Loyalty.TV

  • Feb 6, 2024 · 50 min

    #494 : Exploring Loyalty: The Co-Op's Membership Program with Dean Harris

    This episode focuses on The Co-Op’s membership programme, featuring insights from Dean Harris, the Head of Membership Commercial at The Co-Op. He is a retail marketing leader with 15 years of experience across retail media, loyalty, CRM, trade planning, advertising, and customer strategy. Dean began his career in advertising working on McCann Erickson’s B2B client portfolio, before moving to the Co-op where he has spent more than a decade driving the growth of the food and life services businesses in a variety of functions. In his current role he manages the suite of member rewards (personalised offers, gamification, exclusive deals), oversees the retail media proposition and is responsible for ensuring that The Co-op Members’ best interests are considered whenever their data is moved, shared or used. Today we will be learning about Dean’s favourite loyalty programmes, the trends he is watching closely and all about The Co-Op’s unique membership programme! Hosted by Charlie Hills. Show Notes : 1) Dean Harris 2) The Co-Op 3) European Loyalty White Paper 4) Mando-Connect 5) YouGov

  • Feb 6, 2024 · 13 min

    #493: A Loyalty "Minded" Month Kicks Off with a Little Self Determination

    This episode is our first one in the "Wiser Loyalty" podcast series, hosted by Bill Hanifin and Aaron Dauphinee. Listen to our industry experts discuss a construct from their Certified Loyalty Marketing Profressional™ (CLMP™) curriculum and explain the meaning of "self-determination theory" and why it's an important concept for loyalty marketers to understand. They also discuss the increasing importance of understanding the psychology of consumer buying behavior, including some real examples of brands that are already adopting these underlying drivers, in order to drive their program's performance. Show Notes: 1) Bill Hanifin⁠ 2)Aaron Dauphinee 3) The Wise Marketer

  • Feb 1, 2024 · 47 min

    #492: Driving Member Engagement for the Super Retail Group in Australia

    Today’s episode is available on both "Let's Talk Loyalty" and Loyalty TV, where we’re heading to Australia to hear all about driving loyalty with the Super Retail Group. The Super Retail Group is one of Australia and New Zealand’s largest retailers, and a public company since 2004, having established leading positions across various lifestyle categories as the proud owner of four iconic brands: Supercheap Auto, rebel, BCF and Macpac. Our guest is Aaron Fuller, General Manager of Member Engagement for the Super Retail Group, where he and his colleagues are helping more than 10 million members live out their passions in sport, fashion, automotive & the great outdoors. Aaron shares their latest exciting propositions already launched, as well as some fascinating insights on the consumer psychology insights that he believes we loyalty professionals need to understand in order to optimize our programmes. Show Notes: 1) Aaron Fuller 2) Super Retail Group 3) Supercheap Auto 4) rebel⁠ 5) ⁠BCF 6) Macpac⁠ 7) Watch this episode at www.Loyalty.TV

  • Jan 30, 2024 · 49 min

    #491: On a Mission to be the World’s Best Loyalty Company: Ellipsis & Co

    In this episode, join us for an insightful conversation with David Parsons, the Co-Founder and CEO of Ellipsis & Co, an Australian-based company specializing in pioneering loyalty consulting and focusing on achieving Return on Loyalty as a commercial outcome. Discover the evolution of the loyalty landscape in Australia over the past two decades, as Dave Parsons shares his experiences as an early pioneer in this field. Learn about the highs, lows, and game-changing moments that have shaped the industry, and gain valuable insights into the tips and hints from this seasoned loyalty professional. Explore how Ellipsis & Co utilizes proprietary methods and data-driven insights to design, implement, operate, and optimize customer loyalty programs and initiatives, delivering state-of-the-art services that not only grow customer value but also optimize overall performance. Hosted by Carly Neubauer Show notes: 1) ⁠David Parsons 2) ⁠Ellipsis & Co⁠

  • Jan 29, 2024 · 55 min

    #490: Visa Shares Advice and Insights for Successful Co-Brand Card Programs and Partnerships

    Today’s episode is our first with Visa, a hugely important partner for so many of you and your programs. Luigi Marandola is Vice President, Global Cobrand & Merchant Partnership Development at Visa, and he joins me today to share his approach to partnering with loyalty programs around the world. Our conversation begins by reviewing with some of key success factors that program owners need to think about constantly to ensure your card is always top of wallet for your members. Luigi then shares his insights on some great acquisition channels he sees, particularly in the US market – one of which is definitely controversial, and involves effectively leveraging the purchase path for ecommerce transactions as a key opportunity that more brands around the world can explore. We also talk through some of the trends in co-brand cards that Visa sees from its data (which is one of the largest data sets on the planet), as well as new sectors that are emerging and beginning to explore the financial and engagement potential of co-brand cards. Listen to enjoy our conversation and learnings from Visa! Show notes: 1) Luigi Marandola 2) Visa

  • Jan 25, 2024 · 35 min

    #489: Omni Hotels and Resorts - Loyalty Insights from a Luxury Brand

    Today’s episode is available in audio format on Let's Talk Loyalty.com and on www.Loyalty TV. Today, we are meeting Josh Belkin, Vice President, Loyalty and Customer Engagement at Omni Hotels & Resorts. This hotel brand operates more than 50 luxury hotels and resorts in leading business gateways and leisure destinations across North America, including exceptional golf and spa retreats, as well as some dynamic business settings. In this episode, Josh shares details of the evolution and recent re-launch of Omni's “Select Guest” loyalty program and some of the major changes they’ve implemented and why. Enjoy! Show notes: 1) Josh Belkin 2) Omni Hotels & Resorts 3) Select Guest

  • Jan 24, 2024 · 36 min

    #488: Award-Winning Loyalty for Cinema Lovers with Club Pathé

    Today’s episode features an award-winning brand in the entertainment industry in The Netherlands. With more than 30 cinemas around the country, Pathé Theatre's welcomed more than 14 million visitors in 2023, showing a renewed interest from consumers in enjoying the cinema experience. My guest is Loyalty Manager, Joyce Mense, who led the original design of Pathé Rewards which won two International Loyalty Awards back in 2020. Joyce joins me today to share the latest enhancements of their loyalty strategy, and some of the innovative ideas, such as their freemium subscriptions. Their goal is now to achieve a simpler yet a more fully integrated experience for cinema-lovers, featuring a comprehensive loyalty and digital brand proposition for consumers called Club Pathé. I hope you enjoy my conversation with Joyce Mense from Pathé cinemas in The Netherlands. Show notes: 1) Joyce Mense 2) Pathé Theatre 3) Club Pathé 4) ARMIN’S ALL-ACCESS 5) Article: Innovators Break The Mould, At The 2020 Loyalty Magazine Awards

  • Jan 23, 2024 · 43 min

    #487: Loyalty Research and Insights from Brazil

    Today's conversation is designed to showcase some lessons and learnings from Brazil. My guest is Tatyane Macêdo, Head of Communications at a loyalty consulting company called Valuenet, based in Sao Paulo, Brazil. She is also the Editor-in-chief of Tudo Sobre Incentivos, which they describe as the main educational content platform on Loyalty and incentives in Brazil. Tatyane reached out to us to share some research they conducted with a sample of consumers in Brazil, and conducted in partnership with ABEMF, which is essentially the South American Loyalty Association. The research is in its third year and was designed to get a better understanding of the perceptions of these consumers around the various loyalty programs they are members of – what they like and dislike, as well as some ideas on how Brazilian loyalty programs can serve them even more. If you’re interested in Brazil as a market for your business, please listen to learn some insights from this conversation. Show notes: 1) Tatyane Macêdo 2) Valuenet 3) Tudo Sobre Incentivos⁠ 4) ABEMF

  • Jan 20, 2024 · 42 min

    Expert Loyalty Insights for 2024 with Bright Insights Consulting (#Ep 486)

    Today’s episode is available in both audio on "Let's Talk Loyalty" and in video format on www.Loyalty TV. Our guest today is both a loyalty expert and a great friend of our show. Lisa Brightwell is the Founder and Managing Director of Bright Insights Consulting - a boutique loyalty consultancy firm based here in Dubai. Lisa joined me on the show previously in April 2021, to talk about some very innovative topics in the industry, and today’s she’s doing exactly the same! As you will hear, Lisa is particularly passionate about employee loyalty, effectively designing your loyalty strategy BEFORE choosing a technology platform, as well as the simplicity and power of card-linked loyalty – a concept she has launched for some of the biggest programs in Dubai, including Skywards from Emirates. Please listen and enjoy our conversation. Show Notes: 1) Lisa Brightwell 2) Bright Insights Consulting 3) Tell Me Why American Airlines's podcast for staff 4) Watch this episode on www.Loyalty.tv

  • Jan 16, 2024 · 46 min

    #485: The Paddock Unveiled: Exploring Oracle Red Bull Racing's Digital Loyalty Program

    This episode focuses on ‘The Paddock’ – the digital loyalty programme of Oracle Red Bull Racing, featuring insights from Elliot Warman, the Digital Product Manager for Oracle Red Bull Racing. Elliot heads up ‘The Paddock’. Having worked in digital financial services for 5 years with HSBC, he made the switch to work in Formula One last June. He’s passionate about building a sense of community amongst the team’s fans, particularly those that don’t have the chance to attend races. He’s worked on various different marketing campaigns for the loyalty programme, including the team’s biggest fan campaign in 2023 called ‘Make Your Mark’, which gave the chance for its loyalty members to design the car livery for the United States Grand Prix’s this year and win a trip to the races. Today we will be learning about Elliot’s favourite loyalty programmes, what loyalty looks like in Formula One and of course, all about Oracle Red Bull Racing’s digital loyalty programme, ‘The Paddock’. Hosted by Charlie Hills. Show Notes : 1) Elliot Warman 2) Oracle Red Bull Racing 3) ‘Make Your Mark’⁠ 4) European Loyalty Whitepaper 5) Mando-Connect 6) YouGov Let's Talk Loyalty Webinar Details If you'd like to register for our webinar on January 22nd 2025 to learn how to leverage world-class games to drive daily engagement and bottom-line revenue, simply sign up here: https://us02web.zoom.us/webinar/register/6417364267736/WN_aHWt5hkbR6uPWc2SfzD6xg Even if you can't join live, we'll share the recording with you.

  • Jan 15, 2024 · 49 min

    #484: Let's Talk Loyalty Launches the Wiser Loyalty Podcast Partnership

    In this episode of Let's Talk Loyalty, we are officially launching our partnership and format for our new Tuesday short shows launching on February 6th. Our guests are well known to you all, and this new content partnership brings our work with The Wise Marketer Group to a whole new level. Bill Hanifin and Aaron Dauphinee lead The Wise Marketer Group, which positions itself as “The Global Voice of Loyalty”. The group includes their online magazine and the “Loyalty Academy” training program, which we are specifically featuring as the content source for our Tuesday episodes in 2024. Today's episode explains what you can expect in the weeks and months ahead in the "Wiser Loyalty" Tuesday Podcast series, as we together focus on growth and excellence in our industry in 2024. Show Notes : 1)⁠ Bill Hanifin 2) ⁠Aaron Dauphinee 3) ⁠The Wise Marketer Group⁠ ⁠⁠⁠⁠⁠ 4) ⁠Loyalty Academy 5) Cumberland Farms 6) ⁠⁠ Stakeholder Loyalty Article 7) Do Hard Things

  • Jan 10, 2024 · 33 min

    #483: Flying Blue Going from Strength to Strength

    This episode is available in audio form on "Let's Talk Loyalty" and also on www.Loyalty TV. It has already been a year since we met with Ben Lipsey, Senior Vice President of customer loyalty and President of Flying Blue, the loyalty programme of Air France, KLM and Transavia. Flying Blue now has over 22 million members of its program, and Ben joins us today to share some new propositions and pricing they launched for members, the creation of a separate new legal structure for the entire program, as well as their plans to launch a “subscription” propositions this year for members. Listen to enjoy the latest loyalty insights from Ben Lipsey and Flying Blue. Show Notes : 1) Ben Lipsey 2) Air France 3) KLM⁠ 4) Transavia⁠ 5) ⁠Flying Blue⁠ 6) www.Loyalty TV⁠.

  • Jan 10, 2024 · 43 min

    #482: Out of Adversity Comes the Release of Two Loyalty Books, and Both Deserve a Place on Every Desk

    Amanda Cromhout interviews Phil Shelper, Founder & CEO of Loyalty Reward & Co. Phil is the author of Loyalty programs: The Complete Guide. Phil released the first edition in 2020 after many months of COVID and the time to face adversity. The 2nd edition was released in October 2023. Amanda released Blind Loyalty – 101 Loyalty Concepts Radically Simplified in September 2023 after very personal adversity from personal health challenges in 2022. During this podcast, the authors debate how the books are similar in parts but overall vastly different and what is the major take home value for their readers. Show Notes: 1) Phil Shelper 2) Loyalty Reward & Co⁠ 3) Loyalty Programs: The Complete Guide (2nd Edition) 4) Blind Loyalty – 101 Loyalty Concepts Simplified

  • Jan 8, 2024 · 50 min

    #481: Co-Brand Cards - Commercial and Complex but Critical to Success

    Today’s episode of LTL which is a masterclass in co-brand cards, the single biggest driver of profits for so many loyalty programs. Nik Laming is an independent consultant and strategic advisor who has spent his whole career dedicated to loyalty programs, including roles as the former head of AIMIA and Carlson Marketing in Asia, as well as the former head of loyalty for Cebu Pacific airline in the Philippines. Nik is now based between Singapore and the Philippines, where his new business Loyalty ConnectOS enables loyalty, digital and data businesses to access resources offshore to extend their teams for data analytics, operations and marketing execution. Listen today to enjoy my conversation with Nik Laming, all about creating successful co-brand partnerships that deliver value for programme owners, programme members and of course their banking partners! Show Notes: 1) Nik Laming 2) Loyalty ConnectOS 3) #417: Viva Aerobus Launches Compelling Loyalty Concept in Mexico

  • Jan 4, 2024 · 46 min

    #480: yuu Rewards (Hong Kong) Shares Success with Digital Stamps and Gamification Strategies

    Today’s episode is available in audio format as "Let's Talk Loyalty" and on video as "Loyalty TV". This interview features the latest news about one of the most exciting loyalty programs in Asia, based in Hong Kong. yuu Rewards was launched by DFI Retail Group in 2020, and now serves almost 5 million members. The group is a leading pan-Asian retailer that covers food, health and beauty, home furnishings, restaurants and other retail businesses, with interests in 13 countries and territories, operating over 10,500 outlets, and employing more than 216,000 team members. yuu Rewards allows members to earn points at over 2,500 outlets such as 7-Eleven, IKEA, KFC and Pizza Hut. Our guest today is Anushree Khosla, yuu Rewards Director. Anushree shares all of the latest propositions including the launch of yuu Stamps and their gamification and mission-based propositions. Listen to enjoy my conversation with Anushree Khosla. Show Notes : 1) yuu Rewards⁠ 2) DFI Retail Group 3) Anushree Khosla⁠ 4) Watch this episode at www.Loyalty.TV.

  • Jan 3, 2024 · 29 min

    #479: Breaking News: Announcing Our Latest Guest Host, Carly Neubauer

    This episode of Let's Talk Loyalty features our latest announcement and breaking news for 2024, introducing our new guest host, Carly Neubauer⁠. Carly is based in Melbourne Australia, where she is a hugely popular loyalty industry personality, thanks to an incredibly impressive career, including agency, brand and loyalty community roles, which you’ll hear her explain in our conversation today. Carly is also a compère and committee member for the Australian Loyalty Association, as well as the Co-Founder & Director of Elevate Loyalty & Pay2Elevate. Today, we are thrilled to announce that, starting next month in February 2024,Carly will be hosting a monthly episode of Let's Talk Loyalty, bringing her expertise and more leading loyalty industry personalities from the Australian market to you. Please join us in meeting Carly and wishing a warm welcome as she joins our growing team! Show Notes: 1) ⁠⁠Carly Neubauer⁠⁠ 2) Australian Loyalty Association 3)⁠ Elevate Loyalty⁠ 4) Pay2Elevate 5) Zero Co 6) who gives a crap 7) IMA MEAPAC 8) Eat Up 9) Direct Episode Link: https://letstalkloyalty.com/479-breaking-news-announcing-our-latest-guest-host-carly-neubauer/

  • Jan 2, 2024 · 26 min

    #478: Welcome to 2024 - Announcing Exciting Plans for Let's Talk Loyalty in 2024.

    Welcome to 2024! As our first episode of the year, we are thrilled to be kicking things off with some really exciting changes which are being announced in today's episode! Our episode today is hosted by Paula Thomas and joined for the first time by another LTL team member, Pooja Venugopal who is our Guest and Content Manager, who works tirelessly behind the scenes to make our show a success. In this episode, we also extend our thanks to all of our ongoing show sponsors who have already worked with us in 2023 and have confirmed their plans to do even more with us in 2024, so to Marigold, Comarch, Epsilon, Points by Plusgrade, Phaedon, Collinson Group, Value Dynamx, and Mastercard. I’m incredibly proud to be working with all of you and thank you for your support! I really hope you enjoy our first episode of 2024 and we look forward to sharing even more incredible loyalty content with you in the year ahead! Show Notes 1) ⁠ Let's Talk Loyalty 2) ⁠Marigold⁠ 3) ⁠Comarch⁠ 4) ⁠Epsilon 5) ⁠Points by Plusgrade⁠ 6) Phaedon 7) Collinson Group 8) Value Dynamx 9) Mastercard 10) Paula Thomas 11) Pooja Venugopal 12) McDonald's Interview

  • Dec 28, 2023 · 44 min

    #477: Loyalty Insights from the GCC and MENA Regions

    This is our final episode of Let's Talk Loyalty and Loyalty TV for 2023. Imitation is the sincerest form of flattery, so we are delighted today to be joined by another loyalty podcaster, who told us that he was inspired by Let's Talk Loyalty and wanted to create something similar, but in Arabic. Loyalty Bl Arabi is a podcast about our industry in the GCC (Gulf Co-operation Council) and MENA (Middle East and North Africa) regions. Our guest, Nizar Al Qabbani is a Certified Loyalty Marketing Professional, and an actuarial graduate, so naturally he’s fascinated with data – in particular, creating value from unused data, a situation he sees occurring too frequently. Today Nizar shares his loyalty background and insights, and also some of the trends he is seeing in loyalty in the Arab world. Listen to enjoy our conversation with Nizar Al Qabbani, co-Founder and podcast host of Loyalty Bil Arabi. Show Notes 1) Loyalty Bl Arabi⁠ 2) Nizar Al Qabbani⁠ 3) Qitaf Rewards 4) Umniah 5) Watch this episode at www.Loyalty.TV.

  • Dec 27, 2023 · 31 min

    #476: ExxonMobil Egypt Drives Loyalty Market in Downstream Business

    Today’s episode features an interview with a global brand for the first time ever based in Egypt. ExxonMobil⁠ Egypt is a well-known company in both consumer & industrial supply of finished lubes in markets around the world, and we are delighted to be joined today by their loyalty program manager in Egypt, ⁠Sherif Fahmy⁠. As you will hear Sherif explain, ExxonMobil Egypt was the first ever loyalty program launched by a downstream company in Egypt, so as you can imagine, we were excited to hear how they approached this project, and what proposition they chose to launch to take full advantage of this market opportunity. Sherif shares some of their challenges and achievements in their journey so far, so I hope you enjoy this conversation with Sherif Fahmy, from ExxonMobil in Egypt. Sherif shares some of their challenges and achievements in their journey so far, so I hope you enjoy this conversation with Sherif Fahmy, from ExxonMobil in Egypt. Show Notes: 1) ⁠ExxonMobil⁠ 2) ⁠Sherif Fahmy ********************************************************************************** This episode is sponsored by Phaedon. Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com