Dec 25, 2023 · 5 min
LT
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/
- 794 episodes
- Updated Today
Episodes794
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Dec 21, 2023 · 41 min#474: Loyalty in Russia, Russian Loyalty Awards and UAE Loyalty Conference
Hello and welcome to today’s episode of LTL and Loyalty TV. My guest today really opened my eyes to the massive loyalty market in Russia, including the breadth of programs there, in what sounds to be quite a sophisticated market. Vlad Treves and his team have built over sixty programs in Russia, Europe, The Ukraine and Indonesia across retail, hospitality, banking as well as coalition programmes in many of these markets. Now they run an international community of marketers offering loyalty and CX events, research and training courses, as well as the Russian Loyalty Awards. In this episode, Vlad shares insights from his loyalty career, and announces the details of the Loyalty and CX Conference and Global Loyalty Awards event that his team are running for the first time in Dubai in January 2024. We hope you enjoy listening to these loyalty marketing insights from Russia. Show Notes: 1) Vlad Treves 2) Spectrum350 3) The Global Loyalty & CX Awards 4) LOYALTY & CX GULF'24 5) LTL #254: Loyalty Innovation in the Railway Industry 6) Russian Loyalty Awards 7) Watch this episode on Loyalty.TV
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Dec 19, 2023 · 40 min#473: Leading B2B Loyalty Program from Galderma - Supporting Dermatology Professionals in the Growing Aesthetic Market.
Today’s episode shares the story of a re-launched B2B loyalty program that has been supporting important relationships and growth in the dermatology market in the US. Galderma recently reported a record 2 Billion USD in net sales for the first six-months of 2023, as it continues to grow its market share in this high growth sector. Joining us to share how both the mindset and mechanics of the loyalty marketing industry are supporting such incredible growth is Meghan Jordan, Senior Director, Loyalty and Customer Retention at Galderma. Please enjoy this conversation, all about this B2B loyalty program, dedicated to supporting Doctors and dermatology professionals to grow their businesses in the aesthetic market. Show Notes: 1) Galderma 2) Meghan Jordan
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Dec 18, 2023 · 5 min#472: Crypto-Based Rewards - Insights and Inspiration for Travel and Hospitality (Short Summary Show)
In this weeks episode of Let’s talk “a little” loyalty Tom Peace reviews the original podcast where Paula Thomas was joined by Lenny Moon, CEO of Flycoin, an innovative crypto-based rewards option that’s focused on loyalty programmes in the travel and hospitality sector. Flycoin is a digital currency which can be used to reward members with an asset they control – so whether you’re a crypto fan, a crypto sceptic – or just trying to understand the potential for crypto-currencies in loyalty, you will enjoy today’s conversation. Show Notes: 1) Flycoin 2) Lenny Moon 3) #270: Crypto-Based Rewards - Insights and Inspiration for Travel and Hospitality
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Dec 14, 2023 · 35 min#471: Vietnam Airlines Shares Lotusmiles Loyalty Insights
This episode is also available in video format on www.Loyalty.TV as well as in audio format. Today we are back in Asia, this time in Vietnam to learn all about Lotusmiles, the loyalty programme for Vietnam Airlines. Vietnam Airlines is part of the SkyTeam Alliance and our guest today is Thi Thu Hien Tran, Deputy Director of Lotusmiles, based in Hanoi in Vietnam. Hien shares the journey for Lotusmiles from its original launch in 1999 through to today and their latest achievements in loyalty. Show Notes: 1) Thi Thu Hien Tran 2) Lotusmiles 3) Vietnam Airlines 4) Watch this episode at www.Loyalty.TV.
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Dec 12, 2023 · 45 min#470: Diving into the World of Caffè Nero's Loyalty Program
This episode focuses on Caffè Nero's loyalty programme, featuring insights from James Flett, the Marketing Director for Caffè Nero. James has worked for more than 10 years on some of the UK’s largest and most loved loyalty programmes and has a wealth of experience about what motivates customer behaviour and change. He heads up the UK Marketing team at Caffè Nero where he has many customer-centred responsibilities including Nero’s famous ‘little blue loyalty stamp card’. In 2017 he launched the Caffè Nero app – the paper card’s digital sister – that’s now used by more than 3 million people globally. Prior to Caffe Nero he worked at the iconic music retailer, HMV, building Curzon cinemas on top of shops, inserting experiential retail in music festivals, and partnering with Apple to launch their products in-store. Today we will be learning about James’ favourite loyalty programmes, what the loyalty landscape looks like in the coffee sector and about the Caffe Nero loyalty programme! Hosted by Charlie Hills. Show Notes : 1) James Flett 2) Caffè Nero 3) European Loyalty Whitepaper 4) Mando Connect 5) YouGov
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Dec 12, 2023 · 5 min#469: HEMA's Heritage and Values Drive Customer Loyalty : (Short Summary Show)
In this weeks episode of Let’s talk “a little” loyalty, Tom Peace reviews the original podcast where Paula was joined by Karlijn Van Den Berg, HEMA’s Loyalty & CRM Manager, based in the Netherlands, who shares her insights on how to drive customer loyalty the old-fashioned way. With an incredible heritage of almost 100 years, HEMA’s approach to business showcases some of the key principles that drive customer loyalty – values like simplicity, consistency, and fairness. Show Notes :- 1) Karlijn Van Den Berg 2) HEMA’s 3) #269: HEMA's Heritage and Values Drive Customer Loyalty
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Dec 6, 2023 · 51 min#468: The North Face - Driving Loyalty for the World's Premier Exploration Company
Today’s episode is available both in audio format, as Let's Talk Loyalty and also in video format on www.Loyalty.TV. This episode is perfect for those of you who love to spend time outdoors, and no doubt, you will also love this iconic omnichannel brand – The North Face. The North Face® describes itself as “the premier exploration company in the world” with a long history enabling exploration, protecting wild places, and creating technically advanced products to enjoy the outdoors. As you can imagine, both the mindset and the mechanics of loyalty marketing play a huge role for The North Face, so I am delighted to be joined for this episode by Vanessa Christie (former Director of Loyalty for the Americas) as well as Erica Hood, Director of Global Membership and Services. Please listen and enjoy this conversation and insights from The North Face. Show Notes :- 1) The North Face® 2) Vanessa Christie - Former Director of Loyalty for the Americas 3) Erica Hood 4) www.Loyalty.TV.
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Dec 5, 2023 · 45 min#467:Virgin Active launches Virgin Active Rewards in its move to a Social Wellness Brand
Dean Kowarski, Global CEO of Virgin Active, shares incredible insights in today’s Let’s Talk Loyalty show. This podcast is a real masterclass in loyalty. Dean talks about single view of customer/member, retention, customer lifetime value, emotional loyalty, real-time view of member data and personalisation. Dean’s leadership is driving a quest to ‘improve people’s lives through wellness’; wellness created from the merger of a fitness brand (Virgin Active) and a nutrition brand (Kauai). Virgin Active has launched its Rewards programme, firstly in South Africa in 2023; its roll out plans are UK and Italy in 2024 and APAC for 2025. Hosted by Amanda Cromhout Show Notes :- 1) Dean Kowarski 2) Virgin Active 3) Virgin Active Rewards
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Dec 4, 2023 · 5 min#466 : Investigating the Pro Premier Rewards Program by Floor & Decor (Short Summary Show)
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Matt Goldberg from Floor and Décor Matt and Paula discuss the insights behind the Pro Premier Rewards program and Tom summarises key points of the loyalty strategy, designed to deliver powerful benefits to their community of flooring professionals nationwide, This is a B2B program with a vision of continually growing share of wallet with their business customers. Listen to enjoy a masterclass in the pillars needed to drive emotional loyalty in the intensely competitive retail sector for home improvements. Show Notes :- 1) Matt Goldberg 2) Floor and Décor 3) Pro Premier Rewards 4) #267: Floor & Decor Shares the "Pro Premier Rewards" Program
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Nov 29, 2023 · 40 min#465: The Ford Motor Company Celebrates 120 Years of Loyal Customers!
This episode is also available in video format on www.Loyalty TV. Today's episode is the first time we are featuring an automotive brand as our guest, and we are delighted it’s such an iconic brand. The Ford Motor Company has recently celebrated 120 years in business, and is truly a pioneer of modern transportation. Their approach to loyalty is super exciting, so we were thrilled recently to meet Beth Leverton at the Comarch User Group conference in Poland. Beth is the Director of Rewards, Loyalty and CX for the Ford Motor Group, and she joins us on the show today to share both the benefits and challenges of driving loyalty for such a huge organization that sells cars in over 126 countries globally! Listen / watch to enjoy this conversation with Beth Leverton from the Ford Motor company. Show Notes :- 1) The Ford Motor Company 2) Beth Leverton 3) www.Loyalty TV
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Nov 28, 2023 · 46 min#464: Driving Relevant Rewards in the Global Travel Loyalty Market with Valuedynamx
Today’s episode features our friends in ValueDynamx, a platform designed to make loyalty programs more relevant to customers by offering curated offers and rewards. James Berry is their Managing Director, Commercial, and he joins me today to share why airlines like Jetblue, Etihad Airways and Emirates, as well as retail-led programs like Nectar in the UK are increasingly excited about broadening their propositions and their rewards portfolios with the Valuedynamx platform. James also shares some nuances and insights on how members engage with loyalty programs in different markets and across different demographics. This episode is sponsored by Valuedynamx. Show Notes : 1) ValueDynamx 2) James Berry
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Nov 27, 2023 · 5 min#463: "Sleep Number" Leverages Loyalty to Drive Advocacy (Short Summary Show)
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Lisa Erickson, formally Sr. Director of CRM and Loyalty at Sleep Number, a bed and bedding company that operates over 650 stores in 50 states in North America. The Inner Circle Rewards program is an award-winning loyalty program for people who value an exceptional night’s sleep! Tom shares the key discussions points from the original podcast where Lisa shares her vision of leveraging loyalty to create an army of advocates, using gamification, social sharing, digital and traditional channels to connect with her members. Hosted by Tom Peace. Show Notes :- 1) Sleep Number 2) Lisa Erickson 3) Inner Circle Rewards 4) #266: "Sleep Number" Leverages Loyalty to Drive Advocacy
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Nov 22, 2023 · 39 min#462: Loyalty in the Philippines - Telecom Giant Shares its Globe Rewards Successes
Today’s episode is available as audio as well as video on Loyalty TV. This episode features loyalty in the telecommunications sector. Our guest, Jerome G Patalud joins us from the Philippines where he is the Director and Product Owner for Globe Rewards, the loyalty proposition from Globe Telecom, Inc, a major provider of telecommunications services there, where it operates the largest mobile network in the Philippines with almost 55 million subscribers. The Globe Group closed the first nine months of 2023 with an all-time high in consolidated revenues fueled by strong contributions from its mobile, corporate data, and non-telco services as Globe transitions from a telco to a techco. Listen to learn all about Globe Rewards and its role driving the Globe Group business. Show Notes: 1) Jerome G Patalud 2) Globe Group 3) Globe Rewards 4) Watch the full video interview at LoyaltyTV
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Nov 21, 2023 · 29 min#461:Understanding Loyalty in Europe - Getting to know the Greek Market and the OPAP Loyalty Programmes
This episode focuses on the loyalty market in Greece and the OPAP loyalty programmes, featuring expert insights from Spyros Doukas. Spyros leads the Retail Loyalty and CRM programs for OPAP. He has designed and launched several loyalty programs in Greek market in the Telecoms and Entertainment industries. Having a customer focused mentality, the programmes attracted millions of members, significantly increasing the loyalty of customers. Spyros is a key contributor to the extended “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets. Listen to learn about the loyalty landscape in Greece – what membership, appeal and impact look like in this market – and to learn about the OPAP loyalty programmes. Hosted by Charlie Hills. Show Notes : 1) Spyros Doukas 2) European Loyalty Whitepaper 3) Mando-Connect 4) YouGov 5) OPAP
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Nov 20, 2023 · 6 min#460:New Models Driving Loyalty: Sharing Data, Ownership & Renting Fashion (Short Summary Show)
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Simon Rowles Managing Director of Beyonde, who discussed the latest customer strategy and inspiring loyalty propositions in the marketplace. “Beyonde” is a customer experience consulting firm based in Sydney Australia, with a single-minded focus on identifying, evaluating, and implementing the best global solutions to create compelling loyalty concepts. Tom summarises Simon’s discussion on how data is no longer “the new oil” but actually even more powerful now that it is becoming increasingly shareable. Simon also showcases some incredible statistics to drive customer or employee loyalty using the fractional ownership, as well as increasingly important option to allow loyalty members to aggregate their rewards across programmes. Hosted by Tom Peace Show Notes : 1) Simon Rowles 2) Beyonde 3) #263: Sharing Data, Sharing Ownership & Renting Fashion - New Models Driving Loyalty
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Nov 16, 2023 · 46 min#459: United Airline's "Mileage Plus" - Luc Bondar Shares Loyalty Learnings and Success.
Today’s episode is available in both audio and also video format on www.Loyalty TV. United is now the largest airline in the world as measured by available seat miles, and its marketing is led by the inspirational tagline “Good Leads the Way”. According to its latest quarterly earnings report at the time of recording, United achieved its highest month for new members of the MileagePlus® program, with approximately 800,000 enrolling in that month alone. Joining us today to share how they achieved some of their superb results is Luc Bondar, COO and President, MileagePlus. This interview was recorded on 25 August 2023. Show Notes: 1) United 2) MileagePlus® program 3) Luc Bondar - COO & President MileagePlus 4) Watch the full video interview at LoyaltyTV
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Nov 14, 2023 · 40 min#458: IAG Loyalty shares Strategy, Innovation and Insights
This interview with two senior executives at IAG Loyalty is a must listen for all loyalty professionals. Rob McDonald, Chief Commercial Officer, and Silvia Espinosa, Chief Customer Officer share deep insights about the IAG Loyalty business. It operates with 40 million members and incredibly, 3000 Avios are collected every second, whilst 2000 Avios are used per second! Interestingly, 60% of Avios are collected outside of flying. Rob and Silvia talk through IAGL’s partner approach with recent successes. We also hear about innovations such as Avios-only flights, gamification engagement through Avios booster and IAGL’s wine flyer. Hosted by Amanda Cromhout Show Notes: 1) Rob McDonald 2) Silvia Espinosa 3) IAG Loyalty 4) IAG Loyalty LinkedIn Page
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Nov 13, 2023 · 6 min#457: Understanding the Innovative Bilt Rewards Program (Short Summary Show)
In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Dave Canty from Bilt Rewards, who discusses the innovative program and its mission to support landlords, tenants, and partners who all benefit by making renting more rewarding. Bilt Rewards is an innovative US-based loyalty program that was created in 2021 to make rent more rewarding! The program is has already transformed the home rental industry, by tracking, rewarding, and reporting on-time rent payments by tenants, in a way that creates an exciting path to home ownership and offers members ways to earn cheaper travel and plan the trip of their dreams! Hosted by Tom Peace Show Notes: 1) Dave Canty 2) Bilt Rewards 3) #261: Building Bilt Rewards from Strength to Strength
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Nov 9, 2023 · 42 min#456: Casey's Digital Transformation (and Pizza's) Driving Customer Loyalty and Retail Success
This episode is also available in video format on www.Loyalty TV. Today's episode features a loyal listener and friend of the show, Mike Templeton, Head of Digital at Casey’s. Casey's is an award-winning convenience retail chain in the US, which has grown from its small-town origins in Iowa, to now operate the third largest convenience retail business and the 5th largest pizza chain in the country, with over 2,500 stores nationwide. Mike shares the role of digital for Casey’s and some of the key principles for its success, as well as the latest important changes to the overall loyalty proposition for the seven million members of Casey’s Rewards. He also shares how he thinks about evolving the program, given the endless opportunities and possibilities that exist to continually develop it in ways that can add complexity when most consumers really crave simplicity. Listen to enjoy our conversation with Mike Templeton from Casey’s. Show Notes: 1) Mike Templeton 2) Casey's 3) Casey’s Rewards 4) Casey's Investor Deck 5) www.Loyalty TV