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
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Episodes794

Newest first

Jan 31, 2023 · 25 min
#335: Guest Host Announcement - Phil Rubin - USA Loyalty Industry Leader
Phil Rubin is a global leader in customer marketing and loyalty strategy, and a loyalty industry entrepreneur who has created, grown, and led loyalty businesses in the USA for over thirty years. Phil's clients have included global icons such as Adidas, American Express, Citigroup, Disney, Estée Lauder, Mandarin Oriental, and Nike, and in this episode, we announce his role with "Let's Talk Loyalty", to guest host episodes with some leading loyalty personalities and brands in the coming months. As a recognized thought leader and sought-after keynote speaker, Phil is now the founder of Grey Space Matters, a growth and innovation firm working with technology companies, investors, and enterprise clients worldwide. Show Notes: 1) Phil Rubin 2) Grey Space Matters
Jan 30, 2023 · 5 min
#334: Fred Reichheld - Loyalty Industry Legend Launches "Winning On Purpose - the Unbeatable Strategy of Loving Customers" (Short Summary Show)
Key insights from Fred Reichheld, a legend of the industry. As the creator of the “Net Promoter System”, Fred Reichheld is a true legend in the loyalty industry. His career spans 44 years as a consultant, author of four best-selling books and an internationally-renowned speaker on loyalty. Tom Peace, from The Loyalty People, shares his thoughts on Fred’s latest book called “Winning On Purpose – The Unbeatable Strategy of Loving Customers” – which features some profound new ideas on the very fundamentals of how we do business. Hosted by Tom Peace Show Notes : 1) Fred Reichheld 2) Tom Peace 3) Loyalty People 4) #167:Fred Reichheld - Loyalty Industry Legend - Launches "Winning On Purpose - the Unbeatable Strategy of Loving Customers" 5) "Winning on Purpose: The Unbeatable Strategy of Loving Customers"
Jan 25, 2023 · 43 min
#333: Building Customer-Centric Brands, Sustainability and Loyalty in the UAE
This interview of "Let's Talk Loyalty" features a marketing thought leader based here in the UAE, sharing her perspectives on driving customer loyalty. Maria Gedeon is a retail, destinations, and entertainment executive, with 20 years of experience building global brands here in the Middle East and North Africa. Maria is also a Board Member of the Marketing Society, and she has worked on a number of high-profile loyalty programs here in the UAE. Listen to hear Maria's passion for brands and sustainability, as well as her belief in the importance of “Customer Performance Indicators” - a fascinating change of focus and an idea that is relevant for loyalty marketers worldwide. Show Notes: 1) Maria Gedeon 2) Gedeon Mohr & Partners 3) Article: The Most Important Metrics You’re Not Tracking (Yet)
Jan 24, 2023 · 40 min
#332: The 2023 Consumer Trends Index from Cheetah Digital
Today we're sharing the latest insights from the 2023 Consumer Trends Index by Cheetah Digital. Our guest is Tim Glomb, VP of Global Content at Cheetah Digital, part of the Marigold family of martech products. This is the 4th year of this global trends index, and today Tim shares with us his favourite insights – such as how brand loyalty is continuing to grow, why consumers love the brands that they do, as well as some of the key reasons they say they’ve abandoned some loyalty programs. As well as the predictable reasons for engaging with loyalty programs, Tim also shares some of the LESS common strategies that consumers are beginning to expect from loyalty marketers in 2023. Listen today to enjoy my conversation all about the 2023 Consumer Trends Index with Tim Glomb from Marigold. This episode is sponsored by Cheetah Digital. Show Notes: 1) Tim Glomb, VP of Global Content at Cheetah Digital 2) 2023 Consumer Trends Index 3) Cheetah Digital 4) Marigold
Jan 23, 2023 · 6 min
#331: Loyalty Trends, Gamification and Subscription with Epsilon's Vice President of Loyalty Strategy (Short Summary Show)
Key insights from Brad McDonald - Epsilon’s Vice President of Loyalty Strategy, from his interview in December 2021. Tom Peace, from The Loyalty People, shares his thoughts on how these predictions have held up and what’s going to win through 2023. Of particular interest is the growing customer need for emotional connections with their loyal brands and the move towards subscription based loyalty programmes. Hosted by Tom Peace Show Notes: 1) Brad McDonald, Vice President of Loyalty Strategy at Epsilon 2) Epsilon 3) #165: 2022 Loyalty Trends, Gamification and Subscription with Epsilon's Vice President of Loyalty Strategy 4) Tom Peace 5) The Loyalty People
Jan 18, 2023 · 47 min
#330: Star Alliance Goes from Strength to Strength
Today "Let's Talk Loyalty" is sharing the latest announcement and innovation from the Star Alliance – a co-branded credit card. This is the first co-branded credit card ever issued by an airline alliance rather than simply an individual airline. This new Star Alliance credit card offers people in Australia the opportunity to fast-track their status to Gold based on their everyday spend, even if they are not flying. It’s a radical new strategy and one that is proving to be an incredible success, so please do enjoy learning all about it from Renato Ramos, the Director of Loyalty for the Star Alliance. Show Notes: 1) Star Alliance 2) Renato Ramos, Director of Loyalty, Star Alliance 3) Star Alliance and HSBC Australia reimagine airline rewards for consumers with a world-first credit card
Jan 17, 2023 · 51 min
#329: Dominos Pizza in Indonesia - A Truly Global Voice of Loyalty
Domino’s Pizza in Indonesia has been winning loyalty awards all over the world in recent months, as they share their incredible strategies to create customer loyalty using customer analytics and data-led insights. While it's still a challenger brand in Indonesia, in today's episode, Mayank Singh, Domino's Chief Digital Officer in Indonesia, shares how he and his team are achieving dramatic behavior change and incremental ROI using the power of digital technology. For a true masterclass in loyalty marketing, please do enjoy our conversation with Domino’s in Indonesia, in association with our friends in Capillary Technologies. This episode is sponsored by Capillary Technologies. Show Notes: 1) Mayank Singh, Chief Digital Officer, Domino's Pizza Indonesia 2) Domino’s Pizza Indonesia 3) Domino's Indonesia: Expanding its business across a vast nation with Google Maps Platform 4) Loyalty strategy in Domino’s USA by Paula Thomas (Liquid Barcodes) 5) Domino’s – a Technology Company! by Paula Thomas (Global Convenience Store Focus)
Jan 16, 2023 · 7 min
#328: Accor Hotels Live Limitless with Isabelle Birem (Short Summary Show)
Key insights from Isabelle Birem, the Senior Vice-President of Loyalty at Accor Hotels, from her interview from November 2021. Tom Peace, from The Loyalty People, shares his insights from this fascinating interview where Isabelle talks about some fascinating insight from the amazing Accor Live Limitless programme. Of particular interest is how Accor have ensured that loyalty is at the very heart of their brand marketing. Burn driving earn is also a key feature of this programme and Isabelle talks in great detail about the importance of creating customer value, which drives engagement and loyalty Hosted by Tom Peace. Show Notes: 1) Isabelle Birem,Senior Vice-President Loyalty at Accor 2) Accor 3) #163 : Accor's Live Limitless Programme Focuses on Passion and Partnership 4) Tom Peace 5) The Loyalty People
Jan 11, 2023 · 46 min
#327: Costco Wholesale - Secrets of Success from this Multi-Billion-Dollar Retailer
Costco is one of the world’s largest retailers, featuring warehouses and club memberships in eleven countries around the world. It is famous as a true pricing leader while delivering exceptional quality for its members, as well as “endless aisles” of both commodity products and unexpected “treasures” for members in their stores. Listen to hear the story of this incredibly successful business, as shared by Robin Ross, the Assistant Vice President of Corporate Marketing & Membership at Costco Wholesale in the United States. Robin shares Costco’s approach to driving customer loyalty as a mindset, and how mutually beneficial relationships have also been essential to consistently achieving such a profitable business for over 40 years. Hosted by Paula Thomas. Show Notes: 1) Robin Ross, the Assistant Vice President of Corporate Marketing & Membership at Costco Wholesale 2) Costco
Jan 10, 2023 · 40 min
#326: South Africa’s Most Used Loyalty Programme, Clicks ClubCard Raises the Loyalty Game - Hosted by Amanda Cromhout
Dr Melanie van Rooy is Head of Marketing at Clicks, South Africa’s leading pharmaceutical retailer. Its loyalty programme is Clicks ClubCard and is the oldest retail loyalty programme in South Africa. Not only is it 27 years old, but Clicks ClubCard is for the 4th time, the most used loyalty programme by South Africans, according to the Truth & BrandMapp annual Loyalty Whitepaper. Dr Melanie talks through Clicks ClubCard’s heritage and how it remains relevant with a focus on simplicity, value, and convenience. The loyalty KPIs are impressive versus global standards. This is a solid case study of a loyalty programme delivered exceptionally well and remaining relevant over the test of time. Hosted by Amanda Cromhout. Show Notes: 1) Dr Melanie van Rooy 2) Clicks 3) Clicks ClubCard 4) Clicks ClubCard Magazine
Jan 9, 2023 · 8 min
#325: 7-Eleven with Raghu Mahadevan (Short Summary Show)
Key insights from Raghu Mahadevan, Chief Digital Officer for 7-Eleven, and his interview from November 2021. Tom Peace, from The Loyalty People, shares his insights from this fascinating interview where Raghu talks about some extremely interesting innovations that 7-Eleven uses to create customer engagement. 7-Eleven had shared how their brand value is driven by customer loyalty and good old-fashioned service, convenience and customer experience as well as innovation. Tom shares his learnings from how 7-Eleven listen to their customers and react quickly to provide solutions that bring 7-Eleven to the heart of the local community. Hosted by Tom Peace. Show Notes: 1) Raghu Mahadevan, Chief Digital Officer for 7-Eleven 2) 7-Eleven 3) LTL#161: 7-Eleven Shares Secrets to Success & Driving Loyalty with 7REWARDS. 4) Tom Peace 5) The Loyalty People
Jan 4, 2023 · 53 min
#324: International Loyalty Awards - Success Tips to Win
The International Loyalty Awards are the highlight of the global loyalty calendar, with leading loyalty brands from all over the world competing for the most prestigious awards in the industry. Now in their 11th year, the International Loyalty Awards celebrate loyalty programs across all sectors and in more than 86 countries, providing an opportunity for all of us to celebrate our work and our industry. Joining me today to discuss her insights as a Judge for the International Loyalty Awards is my colleague Amanda Cromhout. Listen to hear our secrets to success and winning an International Loyalty Award for your brand or program. Show Notes: 1) Amanda Cromhout 2) International Loyalty Awards 3) International Loyalty Awards: Call for Entries
Jan 3, 2023 · 40 min
#323: Ikea Family - Beloved Retailer Shares Its Latest Loyalty Innovations
Ikea describes itself as a global retailer whose brand reaches millions of hearts and homes, united by a unique philosophy and approach. Joining me today to share how that philosophy creates customer loyalty is Penny Shaw, the Global Loyalty Manager for Ikea. Penny shares some of the initiatives that have emerged from deep customer insights to increasingly recognize and reward members of the Ikea Family program, not just for their transactions, but also for other ways they interact with the brand. As well as this innovation, Penny also explains the background and proposition for the brand-new Ikea Business Network – another entirely new concept, targeted at supporting the needs of small and micro business owners around the world. Show Notes: 1) Penny Shaw, the Global Loyalty Manager for Ikea 2) Ikea
Jan 2, 2023 · 14 min
#322: Guest Host Announcement for 2023 - The Loyalty People
Today we announce a new guest host for our short summary shows every Tuesday. Tom Peace, Managing Director of The Loyalty People, is our new guest host for our short show format each Tuesday. Tom will be recording a weekly short show, sharing his insights from previous episodes of "Let's Talk Loyalty" to highlight his key loyalty learnings you might have missed. Show Notes: 1) Tom Peace 2) The Loyalty People
Dec 28, 2022 · 43 min
#321: Falling in Love with Emirates - the "Skywards Freak" - a Platinum Passenger's Perspective.
Today's episode of Let’s Talk Loyalty is unique as we are today interviewing a loyal customer – rather than a loyalty professional. Perhaps one of the world's most loyal customers to an airline ever! Lays Laraya is SO passionate about Emirates Airlines and their Skywards loyalty program that she has created an entire brand dedicated to them – calling herself "The Skywards Freak". Today on Let’s Talk Loyalty, Lays shares why and how she fell so in love with Emirates and their Skywards program, and together we explore ways that all brands can drive emotional loyalty, no matter what sector you’re operating in. Show Notes: 1) Lays Laraya 2) The Skywards Freak 3) LOVE OR LOYALTY? The Freaky Things I've done for Emirates - Youtube 4) First Emirates flight to Brazil during COVID-19 - Youtube 5) LTL Episode 321: Video Interview
Dec 27, 2022 · 36 min
#320: GiveAMile - Funding Free Flights for Final Goodbyes
Our guest today is the founder of a unique concept called *Give A Mile*, a charity dedicated to providing free flights when it matters the most – for people who need to fly to be with a loved one at the very end of their life. GiveAMile.org believes that the costs of a plane ticket should never be the reason someone dies alone. In today’s discussion, Founder Kevin Crowe shares how loyalty program owners can partner with GiveAMile.org to help members donate to this charity. He also explains how individuals can donate our loyalty miles or cash at any time to support these flights, which are often the only option for people to see their loved ones before they pass. Show Notes: 1) Kevin Crowe, Founder of GiveAMile.org 2) GiveAMile.org 3) Give A Mile Flight Story Daughter to see her Father - Youtube
Dec 26, 2022 · 6 min
#319: Arsenal Football Club's Loyalty Program (Short Summary Show)
Arsenal is one of the most successful football clubs in English football history, and in 2021, it became the first UK Premier League team to create a loyalty programme, designed to build the connection between the Club and its fans between games. Listen to hear our short summary of our fascinating 2021 interview with Arsenal's Senior Loyalty Manager, Karen Dumbrell, who manages the "My Arsenal Rewards" program, which was already delivering exciting benefits for fans as well as commercial and operational benefits for the Club. Listen to hear some insights on the power of building a loyalty programme that truly puts its fans at its heart. Show Notes: 1) Karen Dumbrell Senior Loyalty Manager at Arsenal FC 2) Arsenal Football Club 3) My Arsenal Rewards 4) #159: Sports Loyalty - Innovation with UK Premier League Football Club Launch of "My Arsenal Rewards"
Dec 21, 2022 · 1 hr 1 min
#318: Maxol Shares Loyalty Insights as European Convenience Retailer of the Year
Maxol is a leading fuel, coffee, car wash, and convenience store brand in Ireland, which has been operating at the heart of Irish communities for 102 years. In June 2022, it achieved international recognition when it was named the European Convenience Retailer of the Year by industry body NACS, so we are thrilled to bring you their exciting history of creating innovative loyalty models and mechanics over many years. Listen to hear my conversation with CEO of the Maxol Group, Brian Donaldson, to hear how this fourth-generation family-owned Irish business has become such a market leader in the convenience retail sector globally, and how Maxol is leveraging the latest digital technologies to drive competitive advantage and customer loyalty. Show Notes: 1) Brian Donaldson - Chief Executive Officer at The Maxol Group 2) Maxol 3) Maxol Instagram 4) New Maxol Loyalty App Launches - Youtube 5) Maxol Loyalty App: FuelPay - Youtube 6) The 100-Year Story of Maxol - Youtube 7) Maxol Launches First-of-its-Kind Loyalty App With FuelPay in Ireland - Global Convenience Store Focus 8) CIRCLE K FAST TRACK CAMPAIGNS - Liquid Barcodes Article 9) CIRCLE K SPIN and WIN - Liquid Barcodes Article 10) LTL Episode #230: The Boots Iconic "Advantage" Programme in the UK Celebrates Its 25th Birthday
Dec 20, 2022 · 43 min
#317: Canada's Leading Lifestyle Rewards Program - Scene+
Scene+ is Canada’s leading lifestyle rewards program, with more than 11 million members, enabling members to earn and redeem points for movies, banking, and grocery shopping. Originally launched in 2007, the Scene+ proposition is now used by 63% of Canadian households, so Let's Talk Loyalty was delighted to meet Matthew Seagrim who has led the program since 2015, to hear his take on Scene’s transformation over the last 8 years. In our conversation, Matthew shares how and why Scene+ has grown to be so loved by its members, and how they plan to continually evolve and expand both geographically and across new lifestyle sectors. Listen to hear the laser focus from all three of the program owners on truly delighting their members. Show Notes: 1) Scene+ 2) Matthew Seagrim, Senior Vice President at Scene+ 3) Earn Rewards Every Day with the Expanded Scene+ Rewards Program 4) Sobeys bets big on growing Scene+ 5) Scotiabank is set on making a Scene+
Dec 19, 2022 · 7 min
#316: Lessons in Loyalty from L'Oreal Luxe and Others (Short Show Summary)
L'Oreal is a leading brand in the beauty industry with a huge product portfolio and today's conversation features a short summary of my conversation with the Director of Loyalty for their Luxe Division, Alyssa Callahan. Alyssa described herself as someone with "loyalty in her blood", so listen to learn some exciting ideas from her career in Wyndham Hotels, as well as Toys R Us, and hear her key objective to help L'Oreal's luxury brands demonstrate their loyalty to customers as she began leading their luxe loyalty initiatives. Show Notes: 1) Alyssa Callahan - Director of Loyalty at L'Oréal Luxe Division 2) L'Oréal 3) LTL #157: L'Oreal, Wyndham Hotels and Toys R Us - Loyalty Insights with Alyssa Callahan