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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

Newest first
  • Sep 20, 2023 · 44 min

    #435: Driving Ancillary Revenue in Travel Loyalty Programs with Points and Plusgrade

    Today’s guest is well known to everyone working in the travel loyalty industry globally. Danielle Brown is the Chief Marketing Officer of Plusgrade - the global ancillary revenue leader in travel, as well as Points, a platform that specialises in loyalty currency retailing. This conversation tells the extra-ordinary story that while global economic events over the years have had devastating effects on the travel industry, each of these crises somehow also created unique opportunities for innovation and evolution in travel loyalty programs, with the result that Plusgrade now delivers over a billion dollars in ancillary revenue for its partners every year. Danielle shares some of their success stories and explains why currency retailing has become such a powerful driver of both short-term revenues, as well as measurable increases in longer-term loyalty from premium members of travel loyalty programs. Listen to enjoy my conversation with Danielle Brown, from Points and Plusgrade. This episode is sponsored by Plusgrade. Show Notes: 1) Danielle Brown 2) Plusgrade 3) Points 4) Watch the full interview video at Loyalty TV

  • Sep 19, 2023 · 51 min

    #434: Travel Loyalty Insights with Collinson and Salesforce

    Today’s episode features two powerhouses of the travel loyalty sector who have joined forces in recent years. Stephen Gilbert is the VP of Salesforce Loyalty working within the Collinson Group, with responsibility for creating the next generation of Loyalty Programs on the Salesforce Loyalty Ecosystem, and he joins us today along with Ram Machiraju, Vice President of Product Management at Salesforce, focused on loyalty and referral marketing. Stephen and Ram share insights from airline, hotel and rail clients in the context of growth in the travel eco-system and explain why Collinson and Salesforce have joined forces. They also share and what they each believe are the key success factors for clients, with more and more consumers committed to spending their disposable income on travel and experiences. Listen to hear their insights on extending the value of your loyalty program beyond the basic transactions, through smart partnerships and everyday earn and burn solutions, so you can engage with your members even when their purchases are infrequent. This episode is sponsored by the Collinson Group. Show Notes: 1) Stephen Gilbert⁠ 2) Collinson Group 3) Ram Machiraju 4) Salesforce 5) #362: Discovery Vitality: Behavioural Change Programme is resulting in Healthier Lifestyle through Generous Rewards

  • Sep 18, 2023 · 6 min

    #433: Learn How Tupperware are Building Loyalty in Mexico (Short Summary Show)

    In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Fernando Jimenez who talks about his fascinating role, designing a loyalty program for Tupperware products in Mexico. Tupperware is truly a household name with consumers around the world, famous for its innovative food storage and preparation containers. The brand has recently realised the power they can harness by investing in a professional loyalty strategy to connect with its consultants, retail partners and of course consumers. Listen to learn from his impressive loyalty background in the airline sector and his approach to this new project. Show Notes: 1) Fernando Jimenez 2) Tupperware 3) Tupperware Brand México 4) #245: Tupperware Leveraging Loyalty in Mexico

  • Sep 13, 2023 · 45 min

    #432: Skyjoy from Vietnam - A Fascinating Coalition featuring Vietjet and HD Bank from Sovico Group Vietnam

    Today’s podcast features an amazing country and an amazing airline-led loyalty program that is not even one year old! SkyJoy is the program name for a coalition program created in late 2022 by Sovico Group based in Vietnam, leveraging some of their key businesses including VietJet, their low-cost airline, and HD Bank. Paula Thomas is joined for this conversation by Sereen Teoh, the former CEO of SkyJoy, to share both the successes and some of the challenges in creating such a huge coalition program across hundreds of partners, and in such a short space of time. Sereen is also a speaker at the Loyalty and Awards conference taking place in Brazil in October, so listen to get an exciting insight on what they have already achieved and what you can expect from her presentation at the event! Show Notes: 1) Sereen Teoh 2) SkyJoy 3) Sovico Group⁠ 4) Loyalty and Awards conference 5) VietJet

  • Sep 12, 2023 · 34 min

    #431:Understanding Loyalty in Netherlands& Key Take-Outs from The European White Paper

    This episode focuses on the loyalty market in The Netherlands, featuring expert insights from Emre Polatkan. Emre is a versatile professional skilled in CRM, loyalty, growth marketing, and experience design. With industry experience and expertise, Emre excels in building customer relationships, creating loyalty programs, driving business growth, and crafting engaging experiences. Their diverse background enables them to make a significant impact across industries Emre joins us today from Emakina, an EPAM company, where they are the Head of CRM and Loyalty. They are taking the place today of Léon Huyben, who was a key contributor and provided the expert commentary on The Netherlands in the “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 The Netherlands – what membership, appeal and impact look like in this market – and which are the programmes and key innovations to be inspired by. Hosted by Charlie Hills. Show Notes : 1) Emre Polatkan 2) European Loyalty Whitepaper 3) Mando-Connect 4) YouGov 5) Emakina

  • Sep 11, 2023 · 6 min

    #430: How Can Loyalty Marketers Support Sustainability Goals? (Short Summary Show)

    In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Isobel Finlayson, Sustainability Lead for Mando Connect. Paula and Isobel share their ideas, insights, research and suggestions on practical ways that loyalty marketers can help. Sustainability is both an urgent and an important focus for businesses, and one that loyalty marketers can play an important role in supporting. Tom summarises some of the examples of global best practice in sustainability discussed in the original podcast where Isobel discusses eight specific tactics you can consider implementing to leverage the power of your loyalty program to address this critical concern for both consumer and companies alike. Show Notes :- 1) Isobel Finlayson⁠ 2) Mando Connect.⁠ 3) Mando Connect’s Million Tree Pledge 4) #243: How Can Loyalty Marketers Support Sustainability Goals?

  • Sep 6, 2023 · 46 min

    #429: How Roblox and Web 3.0 Technologies are Inspiring Next Generation Loyalty Programs

    Today’s episode is all about the exciting possibilities for the next generation of loyalty programmes using Web 3.0 technologies. Our guest is Connor Kelley, who was inspired by the success of the world’s leading online games such as Roblox, and has used the principles to create Flaunt Loyalty, a dedicated loyalty platform that harnesses the unique capabilities available from the third generation of the internet! Listen to hear Connor share what loyalty professionals can learn from the world of Web 3.0, which drives such engaged behavior and at such incredible scale! This episode is sponsored by Flaunt. Show Notes: 1) Connor Kelley 2) Flaunt Loyalty

  • Sep 5, 2023 · 56 min

    #428: Building a customer-centric organisation through multi-faceted digital transformation

    As we know grocery retailing loyalty is fiercely competitive and long-standing in the loyalty industry. This podcast unpeels the many layers to building a customer-centric organisation by Shoprite, Africa’s largest retailer, which prides itself on “feeding Africa for less”.z We talked to ⁠Meredith Allan⁠, who is Head of Rewards and Personalisation of ⁠Shoprite X⁠, a division of ⁠The Shoprite Group⁠. Its loyalty programme is ⁠Xtra Savings⁠ and has achieved an 80% sales coverage in a short period of time since launch approximately 4 years ago. The Xtra Savings programme is the first initiative in its multi-year digital transformation strategy building a customer-first organisation. Show Notes: 1) Meredith Allan 2) Shoprite X 3) The Shoprite Group 4) ⁠Xtra Savings⁠⁠

  • Sep 4, 2023 · 5 min

    #427: Hong Kong's Leading Loyalty & Lifestyle Platform - Yuu Rewards (Short Summary Show)

    In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Mark Sage, Former Chief Operating Officer at Yuu Rewards in Hong Kong Yuu Rewards is a leading loyalty program launched in Hong Kong in 2020 which prides itself on its innovative digital-first strategy. Created initially as a coalition programme, Yuu Rewards has proven to be a compelling proposition for the digitally-savvy consumers. Mark explains how the programme has grown, offering compelling new services, and is now firmly established as a market-leading super-app with numerous new and exciting benefits to users. Paula and Mark also discuss the power of *collectibles* as a tool to build consumer loyalty and engagement both online and offline. Show Notes :- 1) Mark Sage 2) YuuRewards 3) DFI Retail 3)#239: Hong Kong's Leading Loyalty & Lifestyle Platform - Yuu Rewards

  • Aug 30, 2023 · 37 min

    #426: Virgin's Velocity - the loyalty program from Virgin Australia - Rewarding Customer Loyalty Super Fast!

    Today’s episode features Velocity, the loyalty program from Virgin Australia. As one of the world’s most famous challenger brands, Virgin enjoys a global portfolio of inspiring businesses that are dedicated to delighting customers around the world, and Virgin Australia's Velocity programme does exactly that! Our guest is Nick Rohrlach, CEO of Velocity, who shares with us the dramatic transformation of both the airline and its loyalty business in recent years. Customer loyalty is at the heart of their propositions, with a laser focus on proving to Australian customers that they will be rewarded for their loyalty super fast. Nick shares their latest campaigns, which are earning Velocity a reputation for bringing back some fun, even at a time of intense economic pressure for consumers. These campaigns are proving to be incredibly powerful tools that drive impressive levels of engagement for the programme, as well as earning welcome publicity for the airline itself – truly remarkable in such a mature and competitive market. Listen to enjoy my conversation with Nick Rohrlach, CEO of Velocity from Virgin Australia. This episode is sponsored by ValueDynamx (Part of Collinson Group) Show Notes: 1) Nick Rohrlach⁠ 2) Velocity Frequent Flyer 3) Virgin Australia⁠

  • Aug 29, 2023 · 46 min

    #425: Create Customers Obsessed with Your Brand by Obsessing about Your Customers

    Today’s episode features some industry personalities who have worked on loyalty propositions and marketing for some of the most famous loyalty firms and travel and hospitality brands in the world, particularly in the US market. Guy Cierzan and Andrew Kelly have recently joined forces to offer a loyalty advisory service for brands called Hydrate Loyalty, and they join us today to share some of their insights on the latest trends in loyalty marketing, and the importance of obsessing about your customers, before expecting them to become obsessed with your brand. Show Notes 1) Guy Cierzan 2) Andrew Kelly 3) Hydrate Loyalty

  • Aug 28, 2023 · 6 min

    #424 : Del Yeah Rewards: Del Taco's Key Component for Business Growth ( Short Summary Show)

    In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast hosted by Paula Thomas, where she is joined by Erin Levzow, who shares her industry-leading insights and ideas from their “Del Yeah!” program which has already won prestigious awards – including B2C app of the year and the Gold Award for Loyalty Strategy. Del Taco is the world’s second-largest Mexican fast-food restaurant chain, and its loyalty program is playing a vital role in its popularity and growth. Learn how Del Taco has created such a compelling mobile app featuring Del Yeah! Rewards to truly attract and retain its customers. Hosted by Tom Peace. Show Notes :- 1) Del Taco 2)Del Yeah! Rewards 3) Erin Levzow - Former Vice President of Marketing Technology 3)#237: Del Yeah Rewards: Del Taco's Key Component for Business Growth

  • Aug 23, 2023 · 49 min

    #423: AB InBev in Mexico - Leading Loyalty for Beer Brands Including Budweiser®, Corona® and Stella Artois®

    Today’s episode featuring an unusual category for us to have on the show but an incredibly interesting one. AB InBev is a company that celebrates life, especially key highlights like parties, sports and entertainment, and it describes its mission as creating “a future with more cheers”. The business brews and sells a diverse portfolio of over 500 beer brands includes global names like Budweiser®, Corona® and Stella Artois® which are sold both direct to consumer and of course to trade partners in nearly 50 countries worldwide. Joining Let's Talk Loyalty today to share AB InBev's focus on innovation and loyalty in the Mexican market is Raul Sandoval, Head of Digital Products and Loyalty from AB InBev in Mexico. Show Notes: 1) Raul Sandoval⁠, Head of Digital Products and Loyalty from AB InBev in Mexico. 2) AB InBev 3) Murphys - When It Rains It Pours

  • Aug 22, 2023 · 41 min

    #422: Understanding Loyalty in Europe - Getting to know VeryMe Rewards from Vodafone

    This episode focuses on multi-award winning UK loyalty programme, VeryMe Rewards from Vodafone, featuring expert insights from Pete O’Donnell. Pete is the Head of Loyalty for Vodafone in the United Kingdom. He is an experienced senior commercial manager with a proven track record across the telecommunications industry. Pete is a key contributor to the “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 what makes VeryMe Rewards from Vodafone an award-winning programme, what Pete’s favourite loyalty programmes are and what’s coming next! Hosted by Charlie Hills. Show Notes : 1) Peter O Donnell 2) Vodafone 3) VeryMe Rewards 4) European Loyalty Whitepaper 5) Mando-Connect 6) YouGov

  • Aug 21, 2023 · 6 min

    #421 : David’s Bridal - The World's First "Crowdsourced " Loyalty Program ( Short Summary Show)

    In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula is joined by Kelly N Cook, EVP, Chief Marketing and IT Officer for David’s Bridal. David’s Bridal is a US-based retailer that specializes in wedding gowns, prom gowns and formal wear, and offers an extraordinary collection of beautiful outfits for all of life’s magical moments. Operating over 300 store locations in various countries as well as online, in 2020, David’s Bridal stores created an industry first with the launch of their Diamond loyalty program, designed to leverage the buying power of the bride’s family and friends to help the happy couple earn a honeymoon of their dreams! Hosted by Tom Peace. Show Notes :- 1) David's Bridal 2) Kelly N Cook 3) #236: David’s Bridal - The World's First "Crowdsourced " Loyalty Program

  • Aug 16, 2023 · 39 min

    #420: Loyalty Academy Announces FOUR Scholarship Prizes for Aspiring CLMP's

    Today’s episode celebrates our 4th birthday in Let’s Talk Loyalty, in partnership with our friends in The Wise Marketer Group, where we are together announcing an incredible competition. My guest is Aaron Dauphinee, Chief Marketing and Business Development Officer with the Group, which includes The Wise Marketer.com website and The Loyalty Academy. The Loyalty Academy was established in 2015 and offers global loyalty education. Since then, it has gone on to certify 739 loyalty marketing professionals in 46 countries. In celebration of our fourth birthday and our partnership, The Loyalty Academy is offering FOUR lucky listeners a scholarship to their CLMP program online and become a certified loyalty marketing professional. Each scholarship is worth up to $2,000. Listen to hear all the details and then enter on www.LetsTalkLoyalty.com/competition. I really hope you enjoy my conversation with Aaron Dauphinee from The Wise Marketer Group. Show Notes: 1) Aaron Dauphinee⁠, Chief Marketing, and Business Development Officer 2) The Wise Marketer Group 3) The Wise Marketer.com 4) Loyalty Academy 5) UK’s First Loyalty Academy CLMP™ Certification Workshop 6) 2023 Certification Workshop – Toronto, Canada 7) Join the competition now! www.LetsTalkLoyalty.com/competition

  • Aug 15, 2023 · 44 min

    #419: The Trust Crisis - Australian Research Insights on Consumer Concerns

    Today’s episode features insights on trust from Australia. Mark James and Bonnie McCoy from Customology recently released their updated research on customer concerns around trust and brand communications in the Australian market. As an essential pre-requisite to earning customer’s loyalty, Mark and Bonnie share their insights and advice to address what they are calling the “trust crisis”. This issue is becoming even more critical to address as we become more digitally connected, but also more disillusioned with brands and their marketing. Listen to learn from the latest research on trust with consumer insights from Australia. Show Notes: 1) Mark James⁠ 2) Bonnie McCoy 3) Customology⁠ 4) The Unspoken Customer

  • Aug 14, 2023 · 6 min

    #418 : Driving Loyalty in Convenience Retail with Sheetz USA (Short Summary Show)

    Tom’s latest short summary show covers the original podcast hosted by Paula Thomas where she is joined by Nicole Auman, Director of Brand Marketing at Sheetz. Sheetz Inc. is one of North America’s fastest-growing convenience store chains, already operating over 600 locations. Tom summarises the key insights from the original podcast on how Sheetz recent major insights and achievements, including a new subscription service, insights on the compelling role that their app is playing as a direct digital connection to their customers and of course, their store teams who serve as ambassadors of the program with customers. Hosted by Tom Peace. Show Notes :- 1) Sheetz Inc⁠ 2) Nicole Auman 3) #234: Driving Loyalty in Convenience Retail with Sheetz USA

  • Aug 9, 2023 · 45 min

    #417: Viva Aerobus Launches Compelling Loyalty Concept in Mexico

    ⁠Today’s episode features the exciting story of the "Doters" loyalty program launched by Viva Aerobus in late 2022. Pablo Sordo joins us to share the story of how they developed the loyalty proposition for Viva Aerobus, which is a low-cost airline based in Mexico. This simple coalition program features partnerships with the local bus company and a banking partner, allowing members to earn miles while flying, taking the bus around the country, and, of course, using their co-brand credit card. Listen to learn from Pablo Sordo, Chief Strategy Officer for Viva Aerobus, with thanks to the Loyalty and Awards conference team for the introduction! Pablo will be sharing further insights at the Loyalty & Awards Conference this October in Rio de Janeiro. Show Notes 1) Pablo Sordo, Chief Strategy Officer for Viva Aerobus 2) "⁠Doters⁠" loyalty program 3) Viva Aerobus⁠ 4) Loyalty and Awards⁠ conference

  • Aug 8, 2023 · 39 min

    #416: South Africa’s FNB eBucks Rewards is the biggest winner at The International Awards

    Johan Moolman is CEO of FNB (First National Bank)’s eBucks Rewards. eBucks is 23 years old and has recently scooped three prestigious awards at the International Loyalty Awards, including ‘Best Long-Term programme’ worldwide. Johan has been CEO of this leading retail banking programme for eight years and in this insightful podcast, he describes the obsession with doing the right thing for the customer, which has yielded over $1bn pay out since inception. 90% of eBucks rewards are redeemed within the first 30 days of being given to eBucks members. The programme actually operates nine separate programmes to meet the demands of sub-segments of the South African market. Hosted by Amanda Cromhout. Show Notes: 1) Johan Moolman 2) First National Bank 3) eBucks Rewards