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

Oct 26, 2022 · 48 min
#294: East v West - Fascinating Loyalty Program Insights from Asia - Courtesy of Comarch
Loyalty programs share some incredible similarities but also some noticeable differences in western markets, compared with Asian countries like Malaysia, Thailand, and The Philippines. Today, Let's Talk Loyalty meets Jaroslaw (Jarek) Wludyka, who is currently Comarch’s Managing Director for Australia and New Zealand, who shares his fascinating career creating huge loyalty programs for enterprise clients in South East Asia. Jarek explains some of the fascinating comparisons and contrasts, showcasing what works for loyalty programs in different cultures and for different industries such as utility brands, airlines and coalition programs. Please enjoy Jarek's insights and perspective on how loyalty programs are helping brands to connect with their members in such different ways across these fascinating countries, courtesy of Comarch. This episode is sponsored by Comarch. Show Notes: 1) Comarch 2) Jaroslaw (Jarek) Wludyka
Oct 25, 2022 · 35 min
#293: Reducing Churn in the Home Energy Sector with Genesis New Zealand
Creating measurable results and driving customer loyalty in the home energy market can be incredibly challenging. But Genesis Energy, the largest electricity and natural gas retailer in New Zealand, is achieving exactly that, and has the results to prove it! Genesis' loyalty program is called “Power Shout”, and it’s proving to be a highly effective tool in driving customer loyalty, reducing churn and even serving as a compelling reason that NEW customers mention when choosing Genesis for their energy needs. In this episode of "Let's Talk Loyalty", we are chatting with Andrew Francis who leads the team that manages the residential customer portfolio for this innovative energy company, and he shares how powerful their "Power Shout" is, delivering exceptional results that are delighting consumers and investors alike. There has probably never been a more important time for energy companies to connect with their customers, so please enjoy listening and learning all about the “Power Shout” program from Genesis New Zealand. Show Notes : 1) Genesis 2) Andrew Francis 3) Power Shout
Oct 24, 2022 · 6 min
#292: AA Smartfuel New Zealand (Short Summary Show)
AA Smartfuel is a fascinating loyalty programme in New Zealand, designed to delight customers with the opportunity to earn a free tank of fuel! This short show explains the key success factor for the coalition programme, which now boasts more than forty partners, and ensures consumers can achieve meaningful fuel savings from their everyday spend. Listen to learn this unique case study from perhaps the most active loyalty market in the world. Show Notes: 1) AA Smartfuel New Zealand 2) Ian Sutcliffe - Co-Founder AA Smartfuel 3) Jordan Tran - Marketing Manager at AA Smartfuel 4) Let's Talk Loyalty Episode 141: Loyalty Excellence and Innovation with AA Smartfuel New Zealand
Oct 19, 2022 · 36 min
#291: My FedEx Rewards - A Powerful Differentiator in an Extremely Competitive Industry
FedEx Express is one of the world's best-known and most admired business and consumer brands, with average revenues globally of over $95 BILLION! Fedex has been connecting people and their packages around the world for the last 49 years, and it is constantly innovating, including building, launching and continuously evolving an impressive global loyalty programme which we are discussing today. Joining us on this episode is Lynn Tan, who leads the My FedEx Rewards Program for the AMEA region. With over 80,000 members in this B2B program, My FedEx Rewards is a global points-based programme that aims to make every delivery rewarding, and ensure customer loyalty well into the future. Listen to hear how this award-winning program has become a powerful differentiator in an extremely competitive industry. Show Notes : 1) FedEx Express 2) My FedEx Rewards 3) Lynn Tan
Oct 18, 2022 · 41 min
#290: South African Loyalty Awards - Judges Share Insights and Best in Class KPI's
A mature market with outstanding loyalty KPIs celebrates its 4th year of recognising loyalty excellence at the South African Loyalty Awards. Two of the South African Loyalty Awards founding judges share their views on the winning loyalty brands and what stands out as to why they are recognised as best in class. Bronwen Rohland is Head of Retail & CPG at Tata Consulting Services South Africa and Nic Bednall is Chief Commercial Officer at Moya App in South Africa, and both have worked with Amanda Cromhout throughout the awards, in her role as judging chair. In our discussion, both Bronwen and Nic highlight emerging trends and future requirements to stay ahead in the loyalty world and in particular debate the depth of use of available data for personalisation and strategic initiatives. There is particular focus on the driving KPIs which are showcased across the loyalty awards. Show Notes: 1.) South African Loyalty Award 2.) Bronwen Rohland 3.) Nic Bednall
Oct 17, 2022 · 7 min
#289: Privacy, Data & GDPR Insights (Short Summary Show)
Data protection, legal compliance and respect for member's privacy are all critical topics for loyalty marketing professionals. Whether it's GDPR or other global regulations, the privacy challenges we face today are escalating in to the "perfect storm". So how can we ensure we're professional, prepared and protected as much as possible? This short summary show explains the factors to consider, as well as the idea of a "Data Health Check", a service offer by Richard Dutton, Managing Director of the Elias Partnership, which can help your company prevent and defend against the costs of a data breach, should one ever occur. Show Notes: 1) Richard Dutton 2) Elias Partnership 3) Let's Talk Loyalty Episode 139: Data Laws and Data and Privacy Health Checks for Loyalty Professionals
Oct 12, 2022 · 43 min
#288: Global Perspectives on Customer Loyalty with Capillary Technologies
Capillary Technologies describes itself as “Asia’s leading SaaS product company” and is the proud technology partner for global clients like Dominos, Shell, and Tata Group, as well as other leading loyalty programs in North America and around the world. The firm is also a new partner for “Let’s Talk Loyalty”, so we were delighted to meet two of their top executives for a masterclass in loyalty marketing, with a truly global perspective. This episode features Aneesh Reddy and Jim Sturm, and shares the latest loyalty strategies, global industry trends, and best-in-class brand examples of successful loyalty programs at scale. Show notes: 1) Capillary Technologies 2) Aneesh Reddy 3) Jim Sturm
Oct 11, 2022 · 43 min
#287: Crushing Churn & Creating Loyalty by Connecting with Customers
Anita Toth describes herself as “Chief Churn Crusher” for her clients, specializing in programs to help brands understand the true voices of their customers. In this discussion, she shares with us her passionate belief in the importance of senior executives dedicating time to listening to customers consistently firsthand. She explains the limitations of customer surveys, and how brands now, more than ever, need to invest time and resources to truly hear the voices of their customers. Show Notes: 1) Anita Toth 2) Anita Toth Inc
Oct 10, 2022 · 7 min
#286: Bilt Rewards: Rewarding Home Renters (Short Summary Show)
Bilt Rewards is the world’s first rewards program that lets you earn loyalty points for your rental payments, so we were delighted to meet Dave Canty, Director of Loyalty and Partnerships about this innovative proposition. In this short summary episode, we look back on how the program was launched in June 2021, with the mission to reward those who rent their home in the US for simply paying their rent on time, while also supporting them long term if they aspire to becoming home owners. Listen to learn the key insights from this impressive loyalty program, rewarding on-time rent payments. Show Notes: 1) Bilt Rewards 2) Dave Canty 3) Ankur Jain 4) Let's Talk Loyalty Episode 135: Loyalty Industry Innovation - RENT Should Be Rewarding
Oct 5, 2022 · 47 min
#285: Optimising Email Campaigns with AI and Machine Learning Insights
How well do you optimize your email campaigns to drive your customer loyalty? In this episode, we are joined by Sondre Wassås, Partner at CPM Analytics, who has run loyalty programs for some of the best- known retailers in Scandinavia. Sondre believes it's increasingly important to move beyond the basics of personalization, segmentation and A/B testing and find powerful new ways to optimize your loyalty programme newsletters using the latest analytics. Listen to hear Sondre explain his innovative approach to analysing email newsletters, to find insights that can drive dramatic improvements in your email marketing campaigns. Show Notes: 1. Sondre Wassås 2. CPM Analytics (Norwegian Home Page) 3: Smarter Email Insights (In English)
Oct 4, 2022 · 36 min
#284: Fuel Rewards from Shell - Award-Winning Loyalty Celebrates 10 Years Delighting Customers
Today we are hearing from the iconic "Fuel Rewards" program from Shell in North America. With almost 30 million members, and over 12,600 fuel stations nationwide, Shell’s award-winning “Fuel Rewards” program continues to remain relevant and compelling for American motorists, with a core proposition based on cents-per-gallon savings. To celebrate their ten-year anniversary, Shell’s Fuel Rewards program recently launched 10 months of exciting new ways to save, and also new ways to win. Listen to this episode to hear all about the latest from Shell's Chris Suess, Head of Loyalty and CRM, and Ebru Ak, US Loyalty, and CRM Co-ordinator. Show Notes: 1.) Shell "Fuel Rewards" 2.) Chris Suess, Head of Loyalty 3.) Ebru Ak, US Loyalty, and CRM Co-ordinator
Oct 3, 2022 · 6 min
#283: Livelo - The Leading Loyalty Program in Brazil - Short Show Summary
Livelo is the leading loyalty and coalition marketing services provider in Brazil, and this short show summarises its secrets to success. Livelo is now one of the fastest growing and more profitable companies in the country, so listen to hear Daniel Pagano share how the power of a structured and strategic approach can be used delight customers and merchants alike. Show Notes: 1) Daniel Pagano 2) Livelo 3) Let's Talk Loyalty with Livelo - Episode 133
Sep 28, 2022 · 33 min
#282: Ultamate Rewards from Ulta Beauty - A Key Differentiator in a Competitive Sector
Ulta Beauty is the largest beauty retailer in the United States, operating over 1,300 stores across 50 states. With over 38 million members, their "Ultamate Rewards" program is one of the key drivers of their continued success. This industry-leading loyalty program is enjoyed and appreciated by customers and company executives alike, so in today's episode we were delighted to learn about it from Nicole Bernhardt, the Head of Ultamate Rewards. Listen to hear Nicole share the importance of understanding the consumer to deliver a meaningful loyalty program, as well as the value of engaged field associates to drive their loyalty program adoption. Show Notes: 1.) Ulta Beauty 2.) Nicole Bernhardt, Head of Ultamate Rewards at Ulta Beauty 3.) Ultamate Rewards 4.) Ulta Beauty at Target
Sep 27, 2022 · 39 min
#281: Sweatcoin Rewards Walking - Driving Health and Wealth Through Loyalty
Today's episode showcases a healthtech idea that is taking the world by storm! It sounds too good to be true, but Sweatcoin’s business model is based on rewarding its users simply for walking. The app leverages the power of instant gratification to create consistent behavior change at truly extraordinary scale, and driving longer term health benefits. Jessica Butcher joins "Let's Talk Loyalty" to share the secrets of the success of the Sweatcoin app, and what they are calling the Sweat Economy, which is the world’s first crypto-currency minted by movement! Listen to hear how this idea uses the principles of commercial loyalty programs to drive behaviour that promises to make us all both healthier and wealthier. Show Notes: 1.) Jessica Butcher, Acting Chief Marketing Officer, Sweat Economy 2.) Sweat Economy
Sep 26, 2022 · 6 min
#280: Shopping Mall Loyalty with Galerija Belgrade (Short Summary Show)
Shopping mall loyalty programs are notoriously difficult to create successfully, with diverse needs across merchants, mall operators, and shoppers. The Galerija Belgrade Mall, which opened in late 2020, and its loyalty programme "Moj Beograd" seem to be doing exactly that. Listen to this short summary show to learn all about how this luxury shopping mall developed and funded their loyalty program in a way that's delighting all of the stakeholders involved. Show Notes: 1) Vanesa Jovanovic 2) Chayya Bassi 3) Galerija Belgrade 4) Let's Talk Loyalty Episode 131
Sep 21, 2022 · 48 min
#279: Loyalty Insights, Successes and Trends with Epsilon
Ralph Browning recently joined our friends in Epsilon as their Business Development Director for the EMEA region. Ralph has been building loyalty programs and propositions for over twenty years, and he joins me today to share some of the latest fascinating case studies and trends he’s seeing in our industry. In our discussion, Ralph showcases some exciting ideas that have been launched recently by some of Epsilon’s clients. including the latest innovation in FMCG loyalty, with Kelloggs as one iconic industry leader that’s creating compelling new concepts to connect with their end customers. Ralph also shares the strategies he believes are important to drive loyalty in 2022, and the increasing importance of connecting with consumers in meaningful ways to drive your brand loyalty. Show Notes: 1.) Ralph Browning, Business Development Director EMEA 2.) Epsilon
Sep 20, 2022 · 46 min
#278: MOL Group's Digital Transformation across Europe - Led by Loyalty
The MOL Group is a leading oil and gas company operating across Central and Eastern Europe, headquartered in Hungary, with operations in over 30 countries and over 25,000 employees. István Mag, is Head of their Digital Lab, and he joins this episode to share how the MOL Group is transforming itself from a traditional fuel retailer to a digitally-driven consumer goods retailer. The business has incredible plans to expand to new categories, led by loyalty as the platform on which their expansion plans can be realized! Listen to hear this incredibly impressive story of loyalty in central Europe with the MOL Group. Show Notes: 1.) István Mag 2.) MOL Group 3.) MOL Group expands footprint and convenience expertise in CEE 4.) MOL’s New Concept in Croatia 5.) MOL builds a digital marketing platform to fuel revenue growth and customer loyalty - IBM case study 6.) MOL Group puts innovation in the fast lane with Salesforce 7.) Dealing with a Digitally Disrupted World – with MOL Group and Jiffy
Sep 19, 2022 · 6 min
#277: Young Warriors Use Loyalty Levers for Maximum Impact (Short Summary Show)
The "Young Warriors" movement was created to leverage loyalty mechanics for a social cause rather than a commercial one. They created a social currency that recognises those who are taking action to educate, inspire and reassure their communities how best to protect themselves and their families against Covid-19. This short summary show explains how Unicef's "Generation Unlimited" is harnessing Whatsapp to share knowledge and drive the maximum impact against the Covid pandemic. Show Notes: 1) Young Warriors 2) Madan Padaki 3) Full Interview with Madan Padaki
Sep 14, 2022 · 39 min
#276: Childcare Saver Leverages Partners to Help Reduce the Cost of Childcare
Today's episode of "Let’s Talk Loyalty" features an award-winning Australian loyalty programme, called Childcare Saver. This year-old programme leverages the power of partnerships, community, and operational excellence to deliver a simple yet compelling proposition, focused on helping parents reduce the cost of their childcare. Paula Thomas hosts todays show, and she is joined by Gary Carroll, the CEO and Managing Director of G8 Education Ltd which owns this programme, as well as Kristie Atkins, Managing Partner at Wink who operate it. Together, they share the story of how Childcare Saver came about, the difference it is making for Australian families, and their vision and goals for the future. Show Notes: 1.) G8 Education features on shortlist for ninth annual Loyalty & Engagement Awards 2022 2.) Childcare Saver: Shop. Earn. Learn 3.) Childcare Saver 4.) Gary Carroll, CEO and Managing Director of G8 Education Ltd 5.) G8 Education Ltd 6.) Kristie Atkins, Managing Partner at Wink 7.) Wink
Sep 13, 2022 · 58 min
#275: Gamification Guru Explains Psychological Drivers of Engagement
This exciting episode features the author of a fascinating book called “Actionable Gamification” by Yu-Kai Chou. Yu-kai is one of the earliest pioneers of gamification and is a regular keynote speaker and lecturer on gamification at organizations including Stanford University, Google, Tesla, and Boston Consulting Group, among others. Yu-Kai's insights came from many years as a gamer and realizing the strategic value that the best games offer to their players. His “Octalysis Framework” has become the bible for many brands who aspire to the extra-ordinary levels of engagement that true gamification can achieve. Listen to enjoy this masterclass in gamification and how it applies to us as loyalty marketing professionals. Show Notes: 1.) Yu-kai Chou 2.) Octalysis Framework 3.) Get the Actionable Gamification book by Yu-kai Chou here 4.) Metablox