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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
  • May 3, 2023 · 49 min

    #375: Loyalty Trends from the International Loyalty Award Finalists

    Today we are showcasing lessons and learnings from this year finalists who are each hoping to win one of the highly prestigious “International Loyalty Awards” being announced in London in June 2023. Our guest is David Parker, the Chair of the Judging Panel for the Awards. David is the CEO of Polymath Consulting, and an active fintech investor and advisor, with many years of expertise across some of the world’s best-known advertising agencies and building loyalty programs in global markets. David joins us to highlight the exciting trends that emerged from this year’s highly anticipated judging day. I hope you enjoy his insights from the Finalists of the 2023 International Loyalty Awards. Show Notes: 1) David Parker 2) Polymath Consulting 3) International Loyalty Awards

  • May 2, 2023 · 47 min

    #374: ASDA Rewards Delights UK Consumers with Its "Pounds Not Points" Proposition

    ASDA is one of the UK's biggest grocery retailers, and in late 2022, with over seventy years already as a market leader, ASDA launched its first loyalty programme. ASDA Rewards is undoubtedly one of the most exciting loyalty programme launches in recent memory, given how well-known and well-loved this brand is with the British public, and it’s the last of the big grocery retailers in the country to launch a loyalty proposition. In this episode we meet Matt McLellan, a Vice President for Asda in the UK, who shares the thinking, approach and intentions for ASDA Rewards, and its "Pounds Not Points" proposition. Listen to learn how clearly this brand is devoted to delighting its customers, and how it's leveraging the power of data and creating a dialogue with its customers in order to achieve that. Show Notes: 1) Matt McLellan 2) ASDA 3) ASDA Rewards

  • May 1, 2023 · 6 min

    #373: Circle K Subscription Loyalty for Car Wash (Short Summary Show)

    Circle K operates the largest global network of car washes, with more than 2,750 units worldwide and their subscription based loyalty program is hugely popular and successful. In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights a niche, but highly successful subscription based loyalty program for Circle K car wash, from the original podcast hosted by Paula Thomas and featuring Lars Hecht, who leads the car wash category globally. Circle K’s commitment to innovation has been the driving force of this dramatic evolution for the car wash industry, so listen to hear the complex and compelling journey they’ve been on to ensure the success of this new business model. From subscription insights to beacons, we discuss fascinating technology innovations that engage customers, increase trip frequency and create a powerful opportunity for recurring revenue. Hosted by Tom Peace Show Notes : 1) Circle - K 2) Lars Kiib Hecht 3) Circle -K - Unlimited Wash 5) 200: Circle K's Subscription Car Wash Loyalty Programme

  • Apr 26, 2023 · 44 min

    #372: Epsilon Celebrates Recognition as a Leader in The Forrester Wave (tm) Loyalty Technology Solutions for Q1 2023

    Today's episode of Let's Talk Loyalty celebrates Epsilon's success as a Leader in The Forrester Wave (TM) Loyalty Technology Solutions for Q1 2023. This is one of the industry’s most respected reports, designed to help marketers around the world assess loyalty technology providers. To help share this success story, I'm joined today by two senior executives from Epsilon based in the UK. Valerie Popeck is Epsilon EMEA's Senior Director of Strategy & Insights and we are also joined by Dave Allen, Epsilon’s Group Commercial Director - both across the EMEA region. In today’s conversation, we discuss key global challenges for loyalty professionals, including the all-important topic of measurability for loyalty investments, as well as the importance of managing expectations with internal stakeholders on what a loyalty program can deliver and when! Listen also to hear details of your FINAL opportunity to enter our “Loyalty Lab competition” for the chance to win a complimentary workshop with Epsilon’s loyalty experts. Show Notes: 1) Valerie Popeck 2) Dave Allen 3) Epsilon 4) The Forrester Wave (TM) Loyalty Technology Solutions for Q1 2023 5) “Loyalty Lab competition” 6) Book: The Five Love Languages by Gary Chapman

  • Apr 25, 2023 · 50 min

    #371: Customer-Led Innovation and Entrepreneurship

    Today’s episode is a case study of leadership, a commitment to customers and other stakeholders – including the environment – and how a modern, learning organization created not just a new business, but the leading business in its category. In less than five years, URBN Brands’ Nuuly has gone from a concept to the leading company in the clothing rental subscription business, surpassing Rent the Runway in terms of the number of subscribers. Nuuly’s Kim Gallagher shares the story of how URBN identified a new business opportunity through customer insights that leveraged its core competencies – including its enlightened leadership team and the broader, supportive organization – and the not purely incidental benefit of a clothing business with more social responsibility in terms of sustainability. It's an inspiring lesson that the power of customer-led innovation, a willingness to take risks (especially amid the COVID pandemic) and a leadership team that empowers a learning organization can do great things that benefit all stakeholders in a pretty short period of time. Hosted by Phil Rubin. Show Notes: 1) URBN Brands 2) Nuuly 3) Kim Gallagher

  • Apr 24, 2023 · 6 min

    #370: Loyalty Insights from Poland (Short Summary Show)

    While it’s still a relatively young market, many loyalty programs in Poland are innovative, competitive and progressive. And there are more than 130 business-to-consumer loyalty programs. In this week’s episode of Let’s Talk “a little” Loyalty, Tom showcases some of the key points of interest from the comprehensive overview of the loyalty industry in Poland, from the original podcast hosted by Paula Thomas and featuring Tomasz Makaruk, CEO of i360 Tomasz holds a PhD in Marketing and has spent more than a decade specialising in loyalty. Tomasz frequently publishes articles on his marketing blog, talking about the most interesting and complicated issues he sees when creating and managing loyalty programmes. Hosted by Tom Peace. Show Notes :- 1) Tomasz Makaruk 2) i360 3) Marketing Business Blog 4) #197: Loyalty Insights from Poland

  • Apr 19, 2023 · 44 min

    #369: Sally Beauty Shares A Focus on NPS and Diversity to Drive Customer Loyalty

    Sally Beauty is a US based distributor and retailer of professional beauty products to both retail consumers and beauty salon professionals worldwide, and for the last two years, its Sally Beauty™ Rewards program account has been recognized by American consumers as one of their favorite loyalty programs. In this episode of "Let's Talk Loyalty", Gabriel Trujillo, Vice President CRM, Loyalty, Customer Analytics and Research at Sally Beauty shares his insights on how the brand continues to achieve this superb recognition for their loyalty program, driven by their extensive network of stores, and their inclusive workplace, which together deliver an incredibly high NPS score. Listen to learn some secrets to this success of this industry-leading retailer and their incredible customer loyalty. Show Notes: 1) Sally Beauty 2) Sally Beauty™ Rewards⁠ 3) Gabriel Trujillo 4) Newsweek: Americas Best Loyalty Programs 2023 - Sally Beauty 5) Sally Beauty - Investor Relations Presentation

  • Apr 18, 2023 · 49 min

    #368: Coalition Loyalty - Dotz Brazil Celebrates 50 Million Members

    Dotz is a coalition loyalty program which was founded in Brazil more than 23 years, and has grown to over 50 million members, eventually becoming a public company in 2021. Roberto Chade is the co-Founder and CEO and he joins Let's Talk Loyalty today all the way from Sao Paulo. This story is amazing. Creating a pioneering business from nothing, to now over 50 million members, Roberto has a clear and compelling passion to make a difference in the lives of Brazilian people by increasing their purchasing power. Listen to hear his insights on some of the challenges and the key success factors for coalition loyalty programs in different markets around the world in the past, the present and of course in the future. Show Notes: 1) Roberto Chade 2) Dotz

  • Apr 17, 2023 · 6 min

    #367: Virgin Red - The Red Thread Connecting the Virgin Brand Globally (Short Summary Show)

    Virgin’s programme is described as the “red thread” that connects this diverse group of companies, and delivers on the extraordinary expectations that members expect, to ensure this international loyalty programme becomes as well loved as the Virgin brand is across the globe. In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights lessons from the global rollout of the Virgin Red, loyalty programme, from the original podcast hosted by Paula Thomas and featuring Andrea Burchett, International & Strategic Development Director at Virgin Red. Hosted by Tom Peace. Show Notes :- 1) Virgin 2) Virgin Red 3) Andrea Burchett 4) #195: Virgin Red - The Red Thread Connecting the Virgin Brand Globally

  • Apr 12, 2023 · 42 min

    #366: How Enriching Your Data Can Transform Your Customer Loyalty with Cheetah Digital.

    "Data enrichment" can dramatically improve your customer's experience, regardless of how much or how little marketing technology already exists in your business. This is the compelling concept we learn on today's episode with Jamshed Mughal, Global Vice President of Strategy and Services for Cheetah Digital, part of the Marigold Group. Jamshed has worked for some of the biggest technology companies in the world, and in this episode, he shares his global perspective and advice on how brands can increasingly achieve loyalty as an outcome with customers, whether or not they have a structured loyalty program. Jamshed also reminds us of the differences between zero-party data and first-party data and the value of capturing both of these for your business. Listen to learn all about data enrichment with Jamshed Mughal, from Cheetah Digital by Marigold. This episode is sponsored by Cheetah Digital by Marigold. Show Notes: 1) Jamshed Mughal: Global Vice President of Strategy and Services 2) Cheetah Digital by Marigold 3) Article: Digital Driving Growth in KFC China

  • Apr 11, 2023 · 42 min

    #365: Understanding Loyalty in Germany & Key Take-Outs from The European White Paper

    This episode focuses on the loyalty market in Germany, featuring expert insights from ⁠Nicole Wilhelm⁠. Nicole is an independent customer loyalty expert, a well-known industry thought leader and an advocate for emotional loyalty. Nicole 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 about the loyalty landscape in Germany – what membership, appeal and impact look like in this market – and which programmes and key innovations should inspire us all. Hosted by Charlie Hills. Show Notes : 1) Nicole Wilhelm 2) European Loyalty Whitepaper 3) Mando Connect 4) YouGov

  • Apr 10, 2023 · 5 min

    #364: Air Canada’s Award-Winning Aeroplan Program (Short Summary Show)

    Air Canada has reimagined their points promise, offering flexible and unique rewards unlike any other airline. In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights the incredible relaunch of the Aeroplan rewards programme, from the original podcast hosted by Paula Thomas and featuring Derek Whitworth, former Managing Director of Marketing & Loyalty Optimization at Air Canada and currently Managing Director, Digital Channels. In this episode, Derek discusses the new Aeroplan proposition, with impressive new partners, unique upgrade awards and a host of new options for members. Aeroplan won the prestigious “Golden Loyalty Award for Excellence in Management” in 2021 and is beloved by Canadians. Hosted by Tom Peace. Show Notes :- 1) Air Canada 2) Air Canada’s Aeroplan 3) Derek Whitworth⁠ - Managing Director, Digital Channels 4) #194: Air Canada’s Award-Winning Aeroplan Program

  • Apr 5, 2023 · 52 min

    #363: Leading Loyalty Insights from the USA

    Todays' guest is a nationally recognized, award-winning relationship marketing expert in the United States, whose agency has created or managed loyalty programs for brands like NASCAR, PetSmart, GNC and Chipotle. Listen to hear Incendio's Jenn McMillen, and her insights on emerging marketing trends that offer exciting possibilities to drive innovation in our loyalty programs. You will hear some powerful ideas around the emergence of some new demographic trends, the business of “live shopping” and the power of Booktok which are important across all global markets. Show Notes: 1) Jenn McMillen 2) Incendio 3) Seth Godin blog: Generation C 4) Forbes Article by Jenn McMillen: What Do 30 Million Zillennials Want? The Who, What And Why?

  • Apr 4, 2023 · 43 min

    #362: Discovery Vitality: Behavioural Change Programme is resulting in Healthier Lifestyle through Generous Rewards

    Celeste Williams is Head of Marketing for Vitality South Africa. Celeste shares generous performance statistics on how this leading programme changes behaviour of its members. With over 40 million members worldwide in 40 countries, Vitality is a well known brand in the Healthcare industry. Through this interview, we learn how innovation, gamification and a relentless focus on a shared value model reframes the term ‘loyalty’ and can prove engaged members live longer. Discovery has a high performance culture which lives the Vitality way and this shines through in how Vitality rewards its engaged members so handsomely. Show Notes: 1) Celeste Williams 2) Discovery 3) Vitality Rewards 4) Vitality: Twitter 5) Vitality: Instagram

  • Apr 3, 2023 · 5 min

    #361: Cathay Pacific’s Lifestyle & Wellness Innovations (Short Summary Show)

    Cathay Pacific is an extremely innovative brand who have developed innovative new ways to engage with fliers and members through WhatsApp, virtual reality and social channels.. In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights the lifestyle and wellness innovations of the Cathay Pacific Airways Program, from the original podcast hosted by Paula Thomas and featuring Paul Smitton, Former - Director of Customer – Lifestyle at Cathay Pacific Airways. Paula explains Cathay’s new brand positioning, as well as its newly-launched lifestyle proposition and insurance product, which focuses on total wellness, rewarding its members with air miles for setting and achieving health and nutrition goals. Hosted by Tom Peace. Show Notes :- 1) Cathay Pacific 2) Cathay Membership 3) Paul Smitton - Former Director Customer Life Style 4) #189: Cathay Pacific Airways Launches Lifestyle & Wellness Innovations

  • Mar 29, 2023 · 54 min

    #360: Understanding Loyalty in Europe - The European Loyalty White Paper

    This episode features some incredible pan-European loyalty research which is literally hot off the presses. Charlie Hills, MD of Mando Connect in the UK joins "Let's Talk Loyalty" today to share their latest research report which is the first one researching loyalty insights from across Europe. Charlie shares key insights such as the membership, appeal and impact of loyalty programs across 24 European markets, featuring input from 7 loyalty experts and 3 loyalty program owners. We are joined also by Nick Fishbourne from YouGov who explains how this huge piece of research was conducted. Listen to learn all about loyalty in Europe. Show Notes: 1) Charlie Hills 2) Mando Connect 3) Nick Fishbourne 4) YouGov 5) New European Loyalty White Paper

  • Mar 28, 2023 · 47 min

    #359: Live Limitless with ALL from Accor - Industry Leading Loyalty Insights from Mehdi Hemici

    Today's episode of "Let's Talk Loyalty" is a fascinating conversation about the power of their loyalty to drive commercial value for one of the world’s leading hospitality groups – Accor. Headquartered in France, the Accor Group operates over 5,400 hotels in 110 countries across 40 brands from luxury to economy, each with their own distinct personality, price point and brand promise. As Accor brands, they can each access the ALL program, which combines compelling recognition and rewards for guests with their all-in-one booking platform. ALL focuses on making life simple yet special, and in this episode, we were joined by Mehdi Hemici, Accor’s Chief Loyalty & Ecommerce Officer, to hear the incredible journey that the business has taken to truly deliver this industry-leading program. As well as explaining their approach and his insights for the ALL program, Mehdi also shares their latest proposition – ALL PLUS which has just been launched in March 2023 – a subscription-based proposition which combines the power of rational value with extra peace of mind for guests. Listen to enjoy this episode with Mehdi Hemici from Accor. Hosted by Paula Thomas. Show Notes: 1) Mehdi Hemici - Accor’s Chief Loyalty & E-commerce Officer 2) Accor Group 3) ALL - Accor Live Limitless 4) ALL Plus

  • Mar 28, 2023 · 6 min

    #358: Microsoft Rewards - Insights and Ideas (Short Summary Show)

    Microsoft is one of the world’s most successful companies in technology, entertainment and in recent years, a leading platform in gaming. In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights the key features of the Microsoft Rewards program, from the original podcast hosted by Paula Thomas and featuring Adam Grupp, Former Director of Microsoft Rewards. Microsoft Rewards engages members for gaming online, through Xbox as well as its Bing search site, where users earn rewards that can be redeemed for in-game activities, passes and charitable contributions. Hear how Microsoft Rewards thinks about loyalty and Adam’s insights on key future trends for loyalty professionals to consider. Hosted by Tom Peace. Show Notes :- 1) Microsoft 2) Microsoft Rewards 3) Adam Grupp 4) #187: Microsoft Rewards - Insights and Ideas

  • Mar 22, 2023 · 45 min

    #357: H & M - Driving Loyalty Both Globally & Locally for 150 Million Fashion Lovers

    This episode features H&M - one of the world’s greatest fashion retailers. With over 150 million members of its program world-wide, H&M has achieved some incredible results, balancing its global loyalty proposition with local market needs, to stay relevant in this incredibly competitive sector. Our guest is Dominik Olejko, Regional Customer Insights & Engagement Manager for H&M in Eastern Europe. Listen to enjoy Dominik's incredible career spanning 15 years in retail loyalty for brands including Decathlon, Ikea and now H&M, as well as his passion both for the traditional principles that drive loyalty as well as some incredibly inspiring and innovative projects that he has launched in this region. Hosted by Paula Thomas. Show Notes: 1) Dominik Olejko 2) H&M Group 3) H&M Membership 4) H&M App

  • Mar 21, 2023 · 52 min

    #356: Global Loyalty Insights with Comarch's Wojciech Kempny

    Wojciech Kempny is the Consulting Director for Comarch covering Africa, Asia Pacific and other markets here in the Middle East region, and is truly someone known as a GLOBAL voice of loyalty! With such vast geographical responsibilities for Comarch’s loyalty clients, Wojciech joins the show to explain some of the fascinating cultural similarities and differences between these global markets. Listen to hear his fascinating insights on loyalty programs in Saudi Arabia – one of the most exciting markets for Comarch in 2023. We also talk about card-linked loyalty and other innovative propositions that Comarch clients have built in other markets. This episode is sponsored by Comarch. Hosted by Paula Thomas. Show Notes: 1) ⁠Wojciech Kempny⁠ 2) Comarch⁠