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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
  • Jul 26, 2022 · 42 min

    #254: Loyalty Innovation in the Railway Industry

    Today's episode discusses the increasing need for customer loyalty in the railway industry for the first time! Renfe is the leading train company in Spain, carrying over 500 million passengers a year and at 80 years old, they are facing new challenges as a business, with increasing competition not only from cars and flights as in the past, but also now from two new rail operators. Our interview is with Javier Marin Martinon, Chief Commercial, Loyalty, and Customer Officer, who shares some great ideas that Renfe has already launched for members of its loyalty program – designed to be simple and exciting to understand even when they are sometimes quite difficult behind the scenes to deliver! A great case study and an example of how to learn about loyalty from other industries to create compelling strategies for your own business needs. Show Notes: 1) Javier Marin Martinon, Chief Commercial, Loyalty, and Customer Officer 2) Renfe 3) Más Renfe

  • Jul 25, 2022 · 5 min

    #253: Human Psychology and It's Role in Loyalty Programmes

    This short summary explains how a better understanding of the psychology of human beings can help us design better loyalty programmes! Dr. Anil V. Pillai offers some interesting insights on what needs most people are seeking to satisfy when they join our programmes, and key factors to how successfully we deliver on that. This episode showcases key ideas that often get forgotten along the way when we design our loyalty journeys, often becoming increasingly complex to satisfy multiple business needs, rather than designing them as human beings prefer - with speed and simplicity in mind. For anyone interested in the neuroscience of either business or loyalty, listen to learn some key ideas to help engage your customers. Show Notes: 1) Dr. Anil V. Pillai 2) #102: The Science & Psychology of Human Engagement for Customer Loyalty

  • Jul 20, 2022 · 51 min

    #252: The Irish Times, an Iconic Irish Brand, Wins Customer Loyalty through Innovation

    Few industries have been as dramatically affected by the internet as the publishing industry, when free news and the instant availability of global information online became a threat to the entire business model for newspapers. And yet, despite the disruption, trusted brands like the Irish Times have managed to re-invent themselves and survive, and it was also an industry that benefitted from the impact of the Covid pandemic, as readers increasingly sought information they could trust. Quality news, exclusive content, and insights from diverse contributors are just some of the important ideas shared by today's guest. Cliona Mooney who is the Director of Subscriptions and Reader Insights for The Irish Times. Cliona shared with us their current approach, and some of the initiatives that are proving popular and powerful with readers as The Irish Times continues to focus on growing and retaining its base of subscribers. Show Notes: 1) Cliona Mooney Subscriptions and Reader Insights Director 2) The Irish Times\

  • Jul 20, 2022 · 46 min

    #251: Digital Transformation with RSVP Rewards from the Sandman Hotel Group

    One of Canada's best kept secrets, Northland Properties is a family business that operates an impressive portfolio of businesses including restaurants, resorts, sports teams and hotels! In 2021, the Sandman Hotels within the Group completed a dramatic digital transformation of their loyalty program, and in this episode, I'm joined by Fiona McFaul, the Vice President of Marketing and Loyalty for the Sandman Group who shares their journey one year on from launching their RSVP Rewards program. Show Notes: 1) Fiona McFaul, Vice President of Marketing and Loyalty for the Sandman Group 2) Sandman Hotels 3) Sandman RSVP Rewards program

  • Jul 18, 2022 · 6 min

    #250: Star Alliance - Short Summary Show

    This episode celebrates the 250th episodes of Let's Talk Loyalty! The Star Alliance is an extra-ordinary example of how global partnerships can be created to ensure a compelling, consistent and seamless experience for airline customers and earn their loyalty. Listen to learn the highlights of my interview with the Star Alliance Group Director of Loyalty, Renato Ramos who shares some superb alliance loyalty insights, including some ideas on how airline loyalty programs might evolve in the post-pandemic world. Show Notes: 1) Renato Ramos 2) Star Alliance

  • Jul 13, 2022 · 34 min

    #249: UAE Telecoms Giant "Etisalat" Leverages Customer Loyalty for Growth

    In today’s hyper-competitive environment, telecommunications companies around the world are increasingly looking to customer loyalty mechanics to grow and succeed. Etisalat, headquartered in the UAE is the most valuable brand across all consumer categories in the Middle East and Africa, with a market valuation of over $41b. The Group recently rebranded to e& as part of its strategy for constant evolution and innovation, which includes a long and impressive history of developing propositions focused on driving customer loyalty. In today's podcast, Let's Talk Loyalty is joined by Antonio Ricciardi, SVP Consumer Intelligence & Engagement at Etisalat by e&, who's responsible for leading their Smiles Program, and he shares their learnings as they evolve from simple loyalty concepts to become a compelling consumer marketplace achieving even greater customer engagement and loyalty. Show Notes: 1) Antonio Ricciardi SVP Consumer Intelligence & Engagement at e& 2) Etisalat by e& 3) e& 4) Smiles Program

  • Jul 12, 2022 · 41 min

    #248: Leading Loyalty for Telecoms Giant Verizon

    Verizon is one of the largest telecommunications companies in the United States and is of course a huge company with a huge customer base to retain in an extremely competitive industry. Its loyalty program called "Verizon Up" has won multiple loyalty awards so we were joined by Lisa Routel, Verizon’s Marketing Strategy Lead to learn all about it. Lisa shares the latest propositions she’s building to keep Verizon customers engaged as well as some insights from her earlier career in loyalty with leading brands like Jaguar. Show Notes: 1) Lisa Routel 2) Verizon 3) Verizon Up

  • Jul 11, 2022 · 6 min

    #247: Whatsapp and Card-Linking - Innovative Ideas for Loyalty Professionals (Short Summary Show)

    This episode is a summary of some of my favorite ideas that have exciting potential for loyalty marketing professionals. From Whatsapp as a messaging platform, to the power of a voice marketing strategy and my all-time favourite - payment-led loyalty. This short show summarises superb insights from Lisa Brightwell, the founder of one of the UAE's top loyalty agencies, who shares how these powerful tools can be used to differentiate your brand in this era of dramatic changes in consumer behaviour. Listen to hear the power and potential of these tools that you can use to connect with your customers. Show Notes: 1) Let's Talk Loyalty with Lisa Brightwell - Episode 98 2) Lisa Brightwell

  • Jul 6, 2022 · 45 min

    #246: Getting Loyalty Unstuck in 2022

    In many ways, today's loyalty landscape looks a lot like it did 40 years ago! So why is that? And how can businesses truly win over their customers' hearts and minds to excel in today’s fiercely competitive world? The answer lies in a relentless focus on consistently caring for those customers more powerfully and more authentically than ever before. Loyalty is more than just a focus on the transactional management of your relationships. It starts with companies being loyal to customers first, while also fully supporting their people and their investors as equal stakeholders through these increasingly turbulent times. This is one of the ways that the loyalty industry can become ‘unstuck’, according to today's guest. Phil Rubin, founder of Grey Space Matters, has more than 25 years’ experience driving growth for premier global brands and he joins me today to share his latest ideas that stakeholder capitalism and profitable business practices can be a force for good. Show Notes: 1) Phil Rubin 2) Grey Space Matters 3) The Five Dysfunctions of a Team

  • Jul 5, 2022 · 40 min

    #245: Tupperware Leveraging Loyalty 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. This episode of "Lets Talk Loyalty" shares the story and insights of loyalty expert Fernando Jimenez who has recently taken on this fascinating new role, designing a loyalty program for Tupperware products in Mexico. Listen to learn from his impressive loyalty background in the airline sector and his approach to this new project. Fernando is also my first guest from Mexico so I hope you enjoy listening to this exciting episode. Show Notes: Fernando Jimenez Tupperware Tupperware Brand México #187: Microsoft Rewards - Insights and Ideas

  • Jul 4, 2022 · 6 min

    #244: IAG Loyalty - Powerful Propositions in Turbulent Times (Short Summary Show)

    In this summary episode, we discuss our key learnings from our conversation in early 2021 with the CEO of IAG Loyalty Limited, the company that operates "Avios" - the loyalty currency of the five airlines of the IAG airline alliance. Adam Daniels shared some of the extraordinary changes in consumer behaviour that evolved as a result the global pandemic, with dramatic increases in non-travel engagement such as online shopping, and the success of new propositions driving emotional loyalty at this particularly challenging time for all airlines and their loyalty programmes. Show Notes: 1) Adam Daniels Chief Executive Officer 2) IAG Loyalty 3) #96: IAG Loyalty Shares New Trends including eStore, new Banking Propositions and Employee Loyalty

  • Jun 29, 2022 · 43 min

    #243: How Can Loyalty Marketers Support Sustainability Goals?

    Sustainability is both an urgent and an important focus for businesses, and one that loyalty marketers can play an important role in supporting. But how? In today's podcast, we're joined by Isobel Finlayson, Sustainability Lead for Mando Connect to share their ideas, insights, research and suggestions on practical ways that loyalty marketers can help. We showcase some examples of global best practice in sustainability led by loyalty professionals, with examples in both retail and aviation, and we discuss eight specific tactics you can consider implementing to leverage the power of your loyalty programme to address this critical concern for both consumer and companies alike. Show Notes: Mando Connects Isobel Finlayson Mando Connect’s White Paper Download Sustainability article and exclusive research for The Wise Marketer Mando Connect’s Million Tree Pledge

  • Jun 28, 2022 · 40 min

    #242: Driving Direct & Indirect Revenue from Loyalty Marketing - Insights from Epsilon’s Loyalty Labs

    Not enough time and attention is devoted to understand the incredible value that loyalty programmes are driving indirectly for organisations – building the brand in less obvious ways than we typically measure when we’re calculating the ROI of our initiatives. But yet, these indirect benefits can be extremely valuable in the ways they impact the buying decisions that customers make!! This is a key insights from today's conversation with Collin Larijani who has over 12 years of experience working with Epsilon, building solutions across all marketing domains. Collin joined me today to reflect on some of the top trending topics that are emerging from the “loyalty labs” that Epsilon is running across APAC, including the power of both zero party data and first party data for organisations. Collin also shares his belief that loyalty professionals are perfectly positioned to lead within their organisations – using the power of their data, customer focus, and insights to become more visible and more helpful as both the heart and mind of the business. I hope you enjoy listening to my conversation with Collin Larijani from Epsilon! Show Notes: Epsilon Collin Larijani Let's Talk Loyalty with Epsilon: Complimentary Loyalty Lab

  • Jun 27, 2022 · 6 min

    #241: Payback Germany - A World Famous Coalition Program (Short Summary Show)

    Payback is widely respected as one of the most innovative companies in Germany, with over 80 million members in six international markets and an impressive redemption rate of over 95%! In this short show, we summarise the highlights of our interview with Payback's CEO, Bernhard Brugger, showcasing their remarkable achievements over the last 20 years. Learn how Payback grew from a simple multi-partner program to its current positioning as a global marketing technology and services company. Show Notes: Payback Bernhard Brugger #94: Global Coalition Loyalty Insights with Payback's CEO Bernhard Brugger

  • Jun 22, 2022 · 40 min

    #240: Collinson's Daniel Cantorna Shares Loyalty Insights and Innovation from the Asia Pacific Region

    In the Asia Pacific region, pioneering brands lead the way for digitally-demanding consumers by personalizing their experiences using big data and artificial intelligence. Dan Cantorna, Vice President of Data, Insights, and Technology for Collinson in Asia Pacific, joins us in this episode to share his fascinating insights on some of the digital and loyalty innovations emerging from the region. With so many global brands looking to Asia to understand the consumers of the future, this conversation offers an insight on what to expect from loyalty members and the consumers of the future. This episode is sponsored by Collinson. Show Notes: Dan Cantorna Collinson

  • Jun 21, 2022 · 36 min

    #239: Hong Kong's Leading Loyalty & Lifestyle Platform - Yuu Rewards

    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 that Asia is renowned for. Now two years old, I’m today joined for a second conversation about Yuu Rewards by COO Mark Sage, who 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 – such as industry-leading ecommerce capabilities at its core. In this conversation, we also discuss the power of *collectibles* as a tool to build consumer loyalty and engagement both online and offline. Show Notes: Yuu Rewards Mark Sage Yuu To Me Yuu To Me Ad #61: Yuu Rewards, Hong Kong's New Coalition Programme Time Stamps: 02:29 - Mark’s favorite loyalty program 05:43 - The most significant change in recent months. 09:40 - Yuu Rewards' technical evolution journey over time. 19:35 - Using collectibles to engage consumers both online and offline 33:20 - Mark's thoughts for future industry trends

  • Jun 20, 2022 · 5 min

    #238: Cookies Causing Chaos - with Epsilon's Elliott Clayton (Short Summary Show)

    In January 2020, Google announced that it would no longer support third-party cookies for users of the Chrome browser. What sounded like a massive challenge for marketers who've relied on them for many years, may in fact result in incredible growth and opportunity for loyalty marketers. In today's short summary episode of Let's Talk Loyalty, we review our conversation on this huge topic with Elliott Clayton, Senior Vice President of Media for Epsilon in the UK. Elliott explained why it is such an exciting time to work in loyalty marketing, and how loyalty marketers can help their brands embrace the cookie-less future. Show Notes: Epsilon Elliott Clayton #92: The Increasing Importance of Loyalty in a Changing Media Landscape with Epsilon

  • Jun 15, 2022 · 44 min

    #237: Del Yeah Rewards: Del Taco's Key Component for Business Growth

    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. In this episode of Let’s Talk Loyalty, Erin Levzow joins us to share 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. Learn how Del Taco has created such a compelling mobile app featuring Del Yeah! Rewards to truly attract and retain its customers. This episode is sponsored by Cheetah Digital. Show Notes: Del Taco Del Yeah! Rewards Erin Levzow Time Stamps: 03:00 - Erin’s favorite Loyalty Program 10:15 - Del Taco's Context 11:22 - Del Taco’s Loyalty Program Concept 17:30 - Membership figures for Del Taco’s programs 18:34 - Pareto Principle perspectives 22:40 - Erin's knowledge gained while working in Las Vegas 31:03 - Replatforming Del Taco’s program 34:53 - Del Yeah Rewards' future priorities 40:15 - Del Yeah Rewards Perspective on Metaverse

  • Jun 14, 2022 · 44 min

    #236: David’s Bridal - The World's First "Crowdsourced " Loyalty Program

    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. Already 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! Kelly Cook, EVP, Chief Marketing and IT Officer for David's Bridal, joins us on this episode to explain this genius idea, the insights that inspired it and its incredible performance so far. Show Notes: David’s Bridal Diamond Loyalty Kelly Cook Time Stamps: 03:55 - Kelly’s Favorite Loyalty Program 06:03 - Role of Content as a Loyalty Driver 09:44 - Diamond as a Crowdsource Loyalty Program 11:53 - How did Kelly persuade the Senior Leadership Team to support the program? 29:15 - David's Bridal Lessons Learned During the Launch of the Diamond Program

  • Jun 13, 2022 · 6 min

    #235: Subscriptions Driving Restaurant Loyalty in South Africa

    As one of the most exciting loyalty markets in the world, South Africa boasts plenty of compelling concepts and innovative ideas - and this summary show discusses one of the most exciting to date! Ros Netto, Customer, CRM & Loyalty Specialist and Head of Customer Care for Real Foods Group in South Africa, shares her insights from the launch of South Africa's first restaurant and fast-casual dining subscription program for their market-leading chain called Kauai. Listen to learn some of the challenges and solutions they learned in this short summary episode of Let's Talk Loyalty. Show Notes: Ros Netto Real Foods Group Kauai #90: Subscription Innovation Driving Restaurant Loyalty in South Afric