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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
  • Mar 20, 2023 · 6 min

    #355: Points for Good - A Programme Enabling Points Exchange For Charitable Donations (Short Summary Show)

    Points for Good is a programme partner for brand loyalty programmes that allow customers to donate reward points toward a social purpose. Listen to Tom Peace highlight this amazing business, started in India by Brian Almeida as Points for People and expanding globally. Brands have long partnered with charities, but keeping the relationship successful long-term can be a labor-intensive task. With a flexible platform that allows brands to customize the points structure and the charities offered, Points for Good is a great choice for loyalty managers with proven experience that satisfies an emotional loyalty connection with customers. Hosted by Tom Peace Show Notes :- 1) Points for Good 2) Brian Almedia 3) #185: Create Emotional Loyalty With Points For Good

  • Mar 15, 2023 · 42 min

    #354: Epsilon's Loyalty Index - Consumer Insights for the UAE

    Today's episode focuses on some exciting new loyalty insights relevant for marketers in the UAE. As part of their global expansion, Epsilon has been hard at work researching UAE consumer loyalty preferences, and is now sharing these retail benchmarking insights. Ganga Ganapathi, Epsilon's Vice President of International Marketing, shares the strategic thinking that led to Epsilon's decision to invest in this industry index, and some of the surprising findings that emerged in the UAE. In such an ambitious country, loyalty marketers are increasingly keen to truly understand how their brands compare to competitors in their industry in terms of earning their customer’s loyalty, as well as how they compare to other industries. Listen to enjoy my conversation with Ganga Ganapathi from Epsilon. This episode is sponsored by Epsilon. Hosted by Paula Thomas. Show Notes: 1) Ganga Ganapathi 2) Epsilon 3) Epsilon Loyalty Index

  • Mar 14, 2023 · 40 min

    #353: Using Enterprise-Wide Data To Change The Business Of Retailing

    Richard Schenker is the Founder & Chief Customer Engagement Officer of Loyal Strategy Consulting and he is also a seasoned loyalty executive who talks with experience about Enterprise-wide data utilisation (EWDU). We debate the difference between EWDU and customer-centric retailing and the interview reveals many aspects of EWDU in the retail environment. Richard explains how data insight drives price and promotional optimisation and can be deeply used for category protection, focusing also on product development or product delisting decision making. Richard also advises how data insight can be used in guerrilla marketing rather than blindly following a marketing campaign. Hosted by Amanda Cromhout. Show Notes : 1) Richard Schenker 2) Loyal Strategy Consulting

  • Mar 13, 2023 · 5 min

    #352: Denmark's Salling Group - Highly Successful Customer Loyalty Program (Short Summary Show)

    As Denmark’s largest retailer, The Salling Group serves over 11 million customers per week and operates more than 1,400 retail locations including restaurants, discount, grocery stores and coffee shops. In this week’s episode, Tom reviews the interview between Paula and Andras Szocs, Head of Customer Programs and Center of Excellence for The Salling Group (at the time of original publication in February 2022) Hear how they arrived at taking the less traditional route with this company-wide, fully-integrated digital marketing program, while keeping the program unique to the brands. Weaving in digital payments, coupons and gamification into the individual brand apps, The Salling Group apps have more than 1.2 million users in just over one year. Hosted by Tom Peace. Show Notes :- 1) The Salling Group 2) Andras Szocs 3) #183: Denmark's Salling Group Customer Program's Highly Successful Launch

  • Mar 8, 2023 · 52 min

    #351: Loyalty and The Magic of Marketing with Rory Sutherland

    Today’s episode features Rory Sutherland, the best-selling author of Alchemy, The Surprising Power of Ideas That Don’t Make Sense and the Vice Chairman of Ogilvy Group in the UK. Rory provides a fresh perspective on customer behavior, loyalty and brands – among other things – and it comes at a perfect time, ahead of the Loyalty Summit CXM conference in Zurich and a time when loyalty is in desperate need of innovation. Rory is fascinating to listen to, inspiring in his ability to think differently and today shares his refreshing joie de vivre with listeners of Let's Talk Loyalty! Hosted by Phil Rubin. Show Notes : 1) Rory Sutherland 2) The Wiki Man from The Spectator 3) Rory Sutherland on Twitter 4) Ogilvy Consulting 5) Loyalty Summit CXM

  • Mar 7, 2023 · 47 min

    #350: Airline Loyalty Program Valuations with Evert de Boer

    Today's episode discusses the valuations, challenges, risks and opportunities of airline loyalty programs around the world. Our guest is Evert de Boer, whose firm "On Point Loyalty" specializes in offering consulting, capital and insights to the airline loyalty industry. On Point Loyalty produces a report every 3 years detailing its estimates of the valuations of over 100 airline loyalty programs around the world. Listen to this episodes to learn Evert’s insights on the reasons that airline loyalty programs in various markets have either increased in value (and quite dramatically in the case of Delta Skymiles) or in other markets, they have decreased in value. Hosted by Paula Thomas Show Notes: 1) Evert de Boer 2) On Point Loyalty 3) Fidivio 4) Report: Top 100 Most Valuable Airline Loyalty Programs

  • Mar 6, 2023 · 6 min

    #349: Are Subscription based programs the future for loyalty ? (Short Summary Show)

    In this episode, Tom reviews the interview between Paula and Robbie Kellman Baxter, the world’s leading expert on subscription pricing and membership models. Listen in to understand why program managers should consider offering subscriptions or paid for memberships to remain competitive. Robbie is a bestselling author, speaker and consultant with more than twenty years of experience providing strategic business advice to major organizations including Netflix and other notable brands. She is the author of The Membership Economy and The Forever Transaction and host of the podcast, Subscription Stories: True Tales from the Trenches. Hosted by Tom Peace. Show Notes : 1) Robbie Kellman Baxter 2) Website: robbiekellmanbaxter.com 3) The Membership Economy 4) The Forever Transaction 5) Subscription Stories: True Tales from the Trenches. - Podcast 6) #177: Subscription Programmes as a Must-Have Tool for Brand Success

  • Mar 1, 2023 · 41 min

    #348: The Points Guy Highlights Customer's Loyalty Expectations and Needs

    This episode features an industry legend - Brian Kelly, who is well-known to millions of people as the “Points Guy” – the original travel influencer. Brian dramatically changed our industry when he took his lifelong passion of creating an extraordinary lifestyle for himself using his loyalty points, and created an entire empire around helping other people to do the same. Brian joins us on "Let's Talk Loyalty" as an industry voice who is truly passionate about helping consumers “learn, earn, and burn” their loyalty points – particularly in the US and UK markets where the Points Guy businesses operate. Listen to learn Brian's insights on the importance of CONTENT as a lever that I believe many loyalty program owners haven’t yet used as a brilliant way to differentiate themselves from competitors and engage their members. Hosted by Paula Thomas Show Notes: 1) Brian Kelly 2) The Points Guy

  • Feb 28, 2023 · 48 min

    #347: From Fans to Fanatics with Doug Glazer of Fanatics

    Today’s episode explores the connection between fans, especially sports fans, and Fanatics the company, which in the last decade has grown from a modest ecommerce retailer into one of the most influential and innovative companies in sports. Through hundreds of sites and dozens of retail locations, Fanatics offers the broadest assortment of fan merchandise and memorabilia worldwide, and has amassed a database of nearly 100 million fans that it will leverage as it expands into collectibles - Fanatics now owns the venerable Topps brand and is entering the hyper competitive sports betting market. Doug Glazer, Fanatics VP of Loyalty and Gift Cards, shares his insights as the lead for Fanatics’ enterprise loyalty initiatives, and also looks back on his experience at Nordstrom and Amazon, where he worked on Prime in its earliest years. It’s fitting for a loyalty discussion, and no coincidence, that Doug is based in Seattle, home of some of the most customer-obsessed companies in the world. Hosted by Phil Rubin. Show Notes: 1) Fanatics 2) Doug Glazer, VP of Loyalty and Gift Cards 3) Fanatics CEO Michael Rubin on CNBC

  • Feb 27, 2023 · 5 min

    #346: Why FNB’s eBucks Program in South Africa is One of the Best Programs In The World? (Short Summary Show)

    In this episode, Tom Peace highlights the key success factors that make eBucks such an amazing program. Back in January 2022, Let’s Talk Loyalty spoke with Johan Moolman, CEO of eBucks, about what makes his programme the one that South African people said they couldn’t live without. eBucks is a rewards program for FNB bank customers, providing rewards to card users for simply spending with their bank cards. The highly successful program has been running for 21 years and is multi-award-winning year after year. Hosted by Tom Peace Show Notes : 1) Johan Moolman 2) eBucks 3) #175:eBucks South Africa Wins Best Loyalty Programme of the Year 2021 AGAIN!

  • Feb 22, 2023 · 50 min

    #345: Loyalty and Customer Engagement Insights in APAC with Collinson Group

    Today we hear some super perspectives on loyalty in the APAC region with our friends in Collinson. Our guests are Thomas Dornis, Vice President of Data & Insights, and Rohan Bhalla, Vice President of Business Solutions, both based in Singapore. Listen to hear their latest research on just how passionate customers are to travel again in 2023, and some great work Collinson is doing in the region to help brands tap into that incredibly popular reward category to drive customer loyalty. Rohan and Thomas also shared some deep insights on the importance of “reward innovation” as a key idea for loyalty professionals to be focused on, as well as other key customer engagement strategies that can be used by brands to differentiate themselves in today’s increasingly competitive markets. This episode is sponsored by Valuedynamx ( Part of Collinson Group) Hosted by Paula Thomas. Show Notes: 1) Thomas Dornis, Vice President of Data 2) Rohan Bhalla, Vice President of Business Solutions 3) Collinson 4) Priority Pass Global Traveller Sentiment Survey 2022

  • Feb 21, 2023 · 46 min

    #344: Retail Loyalty, Coalition Loyalty and Banking Loyalty Trends with Comarch's Piotr Kozlowski

    Piotr Kozlowski is a well-known and respected loyalty expert as the Vice President of Consulting for loyalty solutions at Comarch. With such incredible loyalty industry expertise throughout his career, Piotr is a real leader, with an incredibly interesting global perspective. In this episode shares his latest ideas on key trends and developments in loyalty worldwide. Listen to hear specific insights on the evolution of coalition loyalty programs, key trends in retail loyalty, as well as the growth and direction that loyalty initiatives are developing in the banking sector worldwide - a truly global perspective across some of our industry’s key sectors. With thanks to our friends in Comarch. This episode is sponsored by Comarch. Hosted by Paula Thomas. Show Notes: 1) Piotr Kozlowski, Vice President of Consulting for loyalty solutions. 2) Comarch.

  • Feb 20, 2023 · 6 min

    #343: Ideas for Airline Loyalty Professionals from Steve Hui, CEO, iFLYflat (Short Summary Show)

    In this episode, Tom Peace summarises the key points from Steve Hui's interview with Paula Thomas about how earning loyalty points on airline schemes is easy but redeeming them is not. He shares his top tips and ideas for loyalty professionals to drive points redemption, which is vital for program health. Both Tom and Steve are passionate about airline loyalty programs and the collection of airmiles, and there are some great tips in here for loyalty program managers and frequent flyers! Hosted by Tom Peace. Show Notes:- 1) Steve Hui 2) iFLYflat 3) #173: Education and Inspiration - Ideas for Airline Loyalty Professionals ********************************************************************************** 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

  • Feb 15, 2023 · 34 min

    #342: Helping Customers Choose Better - SAQ Shares Powerful Results Selling Wines, Beers and Spirits in Canada

    This episode features a truly inspirational customer relationship program from Quebec in Canada. SAQ is a retail brand, selling wines, beers and spirits from 3,700 suppliers from 80 countries. It is one of the best examples we have seen of using customer data in a way that’s equally meaningful to both customers and the business, which is owned by the Government of Quebec. Joining this episode to explain all about the “Inspire” program is Nevine Baracat, the CRM and brand lead for SAQ in Quebec, who explains how they have transformed their business from a traditional store to a digitally-enabled relationship which truly helps their customers “choose better”. Listen to enjoy the discussion with Nevine Baracat from SAQ, with thanks to our friends in Comarch. Hosted by Paula Thomas. Show Notes: 1) Nevine Baracat 2) SAQ 3) SAQ: Inspire Program 4) Comarch

  • Feb 14, 2023 · 35 min

    #341: Matahari Rewards, Indonesia’s Biggest Retail Loyalty Programme Reinvents Itself

    Tjhai A Eng is Head of Marketing & Loyalty at Matahari Department Stores in Indonesia. Matahari is the biggest department store chain in this vast country and its rewards programme is also the country's biggest retail programme. With over 7 million members, Matahari Rewards has re-invented itself based on strong customer insight and a customer-led engagement plan to re-invigorate its proposition after the tough impact of the COVID-19 pandemic. A Eng shares the KPI performance of the programme and how top executive management buy-in is key to its success. A lesson for all of us. Listen to learn some incredible loyalty insights from Matahari Rewards in Indonesia. Hosted by Amanda Cromhout. Show Notes: 1) Tjhai A Eng 2) Matahari Department Stores

  • Feb 13, 2023 · 5 min

    #340: Loyalty Insights from Italy, featuring Cristina Ziliani, Professor of Loyalty Marketing and CRM at the University of Parma (Short Summary Show)

    Cristina Ziliani is the Professor of Loyalty Marketing and CRM at the University of Parma, Italy, where she has been leading the “Loyalty Observatory” for an incredible 20 years. In this episode, she shares the work they do for the Italian loyalty community, which includes loyalty research, consulting and education across the entire field of loyalty, CRM, CX, and analytics. Tom Peace, from The Loyalty People, shares his thoughts on the great work Cristina and her team do, and showcases the insight and conference available from the Loyalty Observatory Hosted by Tom Peace. Show Notes:- 1) Cristina Ziliani 2) University of Parma 3) Loyalty Observatory 4) #171: Loyalty Insights from Italy

  • Feb 8, 2023 · 40 min

    #339: Unlocking Irrational Loyalty

    This episode explores loyalty from a strategic marketing perspective – learning what drives loyalty as an outcome and as a feeling, rather than any one particular loyalty programme. Our guest is Jason Foo, the Founder and CEO of London-based agency BBD Perfect Storm, which specializes in brand and culture transformation, with a goal of unlocking “irrational loyalty” for its clients from their customers. Jason is also a Global Board Director and Treasurer of the Marketing Society, a Marketing Fellow and is on the Advisory Board of the Alliance of Independent Agencies. Listen to enjoy Jason's insights and loyalty strategy inspiration, with a healthy dose of mischief. Hosted by Paula Thomas. Show Notes: 1) Jason Foo 2) BBD Perfect Storm

  • Feb 7, 2023 · 46 min

    #338 : Covid’s Aftermath, Customer Health and Customer-Based Forecasting with Daniel McCarthy of Emory University

    Today’s episode looks at some of the recent work by Daniel McCarthy, Assistant Professor of Marketing at Emory University’s Goizueta Business School. Interestingly, Daniel's work straddles the academic and private sectors. Daniel's work with Wharton Professor Peter Fader on CLV (Customer Lifetime Value) at Zodiac was so valuable that Nike bought the company, and together they have developed innovative concepts such as CBCV, Customer-Based Corporate Valuation, with their new company, Theta Equity Partners. In this discussion, Daniel shares insights from his research on the after-effects of COVID on consumers, the value of subscription strategies and programs, and of course the value of CLV and CBCV and its uptake by investors, companies and the students he teaches at Emory University. Hosted by Phil Rubin. Show Notes 1) Daniel McCarthy 2) Emory University 3) Daniel McCarthy - Website 4) Theta 5) Paper on COVID’s impact 6) Phil Rubin 7) Grey Space Matters

  • Feb 6, 2023 · 6 min

    #337: Panera Bread Shares Subscription Insights - Its Powerful, Disruptive Approach to Customer Loyalty (Short Summary Show)

    Key insights from Meenakshi Nagarajan, SVP, Recurring Revenue and Loyalty from Panera Bread, a US bakery chain of over 2,000 cafes and one of the restaurant industry’s largest loyalty programmes. In early 2020, Panera Bread dramatically changed the loyalty industry with a disruptive subscription proposition, offering unlimited coffee for just $8.99 a month. Tom Peace, from The Loyalty People, shares his thoughts on this innovative approach to QSR customer loyalty, several years ahead of other brands who are only now looking at a subscription based model. Hosted by Tom Peace. Show Notes:- 1) Meenakshi Nagarajan 2) Panera Bread 3) #169: Panera Bread Shares Subscription Insights - its Powerful, Disruptive Approach to Customer Loyalty.

  • Feb 1, 2023 · 34 min

    #336: United States Soccer Federation Share the "Insiders’ Program" for Soccer Fans

    The "Insiders Program" is an innovative loyalty program designed to solve the unique challenges of the nationwide body responsible for the promotion and success of the game of soccer in the USA. Olivia Hoelting is the Loyalty coordinator for the United States Soccer Federation, and she joined us to share the story of their program, which includes both a free tier and a subscription option for soccer fans. Using the tagline “Fuel your Fandom”, the USSF Insider’s Program offers a unique combination of benefits, designed to increase engagement among soccer fans, and to help the Federation achieve its vision to “make soccer the preeminent sport in the United States”. Hosted by Paula Thomas. Show Notes 1) Olivia Hoelting, Loyalty coordinator for the United States Soccer Federation 2) United States Soccer Federation 3) U.S. Soccer Federation Insiders