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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793 episodes
Updated Thursday

Episodes793

Newest first

Aug 11, 2021 · 48 min
#133: Livelo's Loyalty Leadership in Brazil
Today's episode showcases Livelo, the leading loyalty and coalition marketing services provider in Brazil. Built as an entirely digital loyalty programme, Livelo's innovative and customer-centric approach have ensured exponential growth, and it's now one of the fastest growing and more profitable companies in the country. As Chief Marketing Officer and Chief Operating Officer, Daniel Pagano joins in this episode of "Let's Talk Loyalty" to share some of their latest successes, and the power of a structured and strategic approach to delight customers and merchants alike. This episode is sponsored by Comarch. Show Notes: 1) Daniel Pagano 2) Livelo 3) Comarch
Aug 9, 2021 · 7 min
#132: What the Brits Want from Loyalty (Short Summary Show)
This week’s short show reviews the 2020 UK loyalty white-paper, produced by YouGov together with Mando Connect written and researched with the goal of truly understanding what British consumers want from loyalty programmes. This short summary highlights some innovative ideas developed by leading retailers to appeal to socially-savvy younger consumers as well as an overview of the most popular loyalty models and rewards in this incredibly competitive market. Listen for some of the exciting new ideas and trends that emerged in recent years. Show Notes: 1) YouGov.com 2) Mando Connect 3) UK Loyalty Whitepaper - What the Brits Want from Loyalty
Aug 4, 2021 · 43 min
#131: Luxury Shopping Centre Loyalty Launch - Galerija Belgrade (Serbia)
Shopping Centres need loyal customers now more than ever, but shopping mall loyalty programs are notoriously difficult to create successfully. Balancing the diverse needs of merchants, mall operators and shoppers requires a delicate balance of strategic insight and operational experience, so I was delighted with the opportunity to interviews today's guests who have successfully created and launched a program in a brand new luxury mall and fine dining destination in Serbia. Galerija Belgrade opened in late 2020, with loyalty at the core of its marketing strategy. Listen to learn all about how the team developed and funded this generous loyalty programme "Moj Beograd" in a way that's delighting all of the stakeholders involved. Show Notes: 1) Vanesa Jovanovic 2) Chayya Bassi 3) Galerija Belgrade 4) Quick Brown Fox Consulting
Aug 2, 2021 · 8 min
#130: 119 Loyalty Ideas to Beat Covid - 19 (Short Summary)
Today's short show is a summary of a great conversation with Adam Posner who reached out in early 2020 to ask loyalty professionals worldwide to collaborate and contribute to a report he was creating called ‘119 Customer Loyalty Ideas to Beat COVID-19'. Adam shared all of the fascinating loyalty ideas that came through in a useful eBook which he published early in the emergence of the COVID pandemic and the book is still available for anyone to download from his website. This show is a great way to learn from global loyalty industry professionals who shared some powerful ideas to build customer loyalty amidst the unprecedented changes in consumer behaviour that we are still experiencing with COVID 19. Show Notes: 1) 119 Ideas to Beat Covid 19 2) Adam Posner 3) The Point of Loyalty
Jul 29, 2021 · 38 min
#129: Leveraging Loyalty Levers to Support COVID Education and Action in India
Like the rest of the world, the Covid 19 pandemic is perhaps the toughest challenge that India has faced yet. So can the loyalty industry help? The "Young Warriors" movement has been created to leverage loyalty mechanics for a social cause rather than a commercial one - to educate, inspire and reassure particularly young people in India on how best to protect themselves and their families against Covid-19. These "young warriors" have created a social currency that recognises those who are sharing accurate information, support services and taking positive action to support their communities against the disease, in partnership with both the public and private sectors for maximum impact and scale in a country of almost 1.4 billion people - many of whom live in remote villages. This inspiring interview explains how Unicef's "Generation Unlimited" organisation is harnessing Whatsapp as the country's leading messaging platform, along with partnerships with community radio stations to ensure no-one is left behind. A truly inspiring insight in to how loyalty levers are making an impact against COVID 19. Show Notes: 1) Madan Padaki 2) Yuwaah Young Warriors Initiative 3) Generation Unlimited 4) Chatbot: +91 96504 14141
Jul 26, 2021 · 7 min
#128: American Airlines & AAdvantage Loyalty Insights (Short Summary Show)
Founded in 1981, the AAdvantage program is one of the world's first and biggest loyalty programs. In early 2020, I interviewed Bridget Blaise-Shamai, then President of the AAdvantage program, and discovered the original strategic idea behind the program, some of it's most fascinating insights and how American Airlines was adapting to perhaps the most challenging time in its history. This short summary show captures just some of what I learnt from this extra-ordinary success story, so listen to learn how a laser focus on customers can create extra-ordinary loyalty, even in this most competitive sector. Show Notes: 1) AAdvantage Program 2) Bridget Blaise- Shamai 3) Let's Talk Loyalty with American Airlines Advantage Programme
Jul 21, 2021 · 53 min
#127: "The Loyalty Report 2021" with Bond Brand Loyalty
As one of the world's longest standing, best known and most trusted research reports in the loyalty industry, I am delighted today to bring you the latest industry insights from "The Loyalty Report 2021". Featuring research with over 35,000 consumers in North America, this year marks the eleventh edition of the Loyalty Report from Bond Brand Loyalty, based on an in-depth assessment of over 450 loyalty programs in this unprecedented year of changing consumer behaviour. I was delighted to be joined by Phil Ruben, Bond Brand Loyalty's Executive Vice President of Global Insights, who explained some of the latest ideas the research uncovered, with topics such as "share of wallet" and the importance of being loyal TO your customers (rather than simply expecting it from them) emerging as critical concepts for loyalty professionals to understand. Show Notes: 1) Bond Brand Loyalty 2) Phil Rubin Executive Vice President Bond Brand Loyalty 3) The Loyalty Report 2021
Jul 19, 2021 · 9 min
#126: Loyalty Insights from Epsilon (Short Show Summary)
With a background running customer programmes and platforms for leading brands like Adidas and Nokia, Joseph Taylor is now a senior executive with Epsilon and in our discussion in early 2020, he shared some fascinating insights on loyalty trends and preferences around the world. As the global pandemic became an increasing concern, we discussed how loyalty programmes were adapting their models to stay profitable and powerful, proving to be an even more critical tool for brands to build trust and relationships - beyond just transactions and rewards. We also talked about the difference between transactional-style programmes and the newer emotionally-led propositions - what Epsilon calls "BIG L" loyalty versus "little l" loyalty! Listen to this summary to learn more about these ideas and other insights from Joseph Taylor for loyalty program managers around the world. Show Notes: 1) Joseph Taylor, Senior Vice President Operations, Epsilon 2) Loyalty Insights from Epsilon - full episode
Jul 14, 2021 · 28 min
#125: The Power of Podcasting to Drive Loyalty
Podcasting has proven to be the most powerful marketing I've ever done, so today, I'm talking about the power of podcasting, and other formats like video, as tools to create customer loyalty! At this extra-ordinary time of change, these communications channels, and particularly the human voice, create compelling connections with customers in a way I find truly exciting. My guest to discuss this is Jon Dwoskin, who has published over 1,000 podcasts episodes of his show "Think Business" and he joins me on "Let's Talk Loyalty" to share his insights on how to become more successful in your own career or business using content and these audio and visual communication channels that you might not have previously considered as tools to build loyalty with your customers. Show Notes: 1) Jon Dwoskin - Business Coach & Business Mentor 2) Think Business Podcast 3) JonDwoskin.com
Jul 12, 2021 · 7 min
#124: Bringing Global Loyalty Innovation to Australia (Summary Show)
Simon Rowles is a loyalty expert whose company Beyonde specializes in identifying disruptive technologies that have proven successful overseas and bringing those new ideas and solutions to his clients in Australia. Whether it's loyalty technology, payments, personalization, digitization or identity solutions, Simon explains the unique characteristics and profile of the Australian market, as well as some of his favourite technology ideas that both customers and clients are excited about. Recorded in April 2020, the original interview is a thoroughly enjoyable 40 minutes of loyalty insights that's definitely worth listening to! Show Notes: 1) Simon Rowles 2) Beyonde 3) Let's Talk Loyalty Episode #31
Jul 8, 2021 · 30 min
#123: Bonus Episode - Epsilon Personalive Podcast
Today, I'm sharing a one-off bonus episode of “Let’s Talk Loyalty” in partnership with my friends in Epsilon for their recent #EpsilonPersonalive event. With so many changing consumer expectations over the last year, alongside loyalty experts Prabhu Kannan, Amy Lanzi and Michelle Proctor, I joined a session to discuss "Loyalty Across the Customer Journey". It was my first “Let’s Talk Loyalty” LIVE podcast sharing how to create the best loyalty strategy for your organization’s goals. Please enjoy this one-off bonus episode of “Let’s Talk Loyalty”! Links: 1) Epsilon
Jul 7, 2021 · 55 min
#122: Loyalty Science Lab Insights
The Loyalty Science Lab is a unique and incredibly useful marketing research facility from Old Dominion University that researches the psychological aspects of loyalty programs. Founded and directed by Yuping Liu-Thompkins, the Loyalty Science Lab collaborates with industry leaders to identify and research commercially important concepts that drive loyal customer behaviour. The Loyalty Science Lab therefore combines academic rigour with practical insight, allowing Dr Liu-Thompkins to become a subject-matter expert on the design and effectiveness of loyalty programs as a tool for customer retention, cross-selling, and customer growth. Dr Liu-Thompkins has published her research in top marketing and advertising journals, and today joins "Let's Talk Loyalty" to share some of the exciting insights from her research that will prove fascinating to anyone running a loyalty program or initiative around the world. Show Notes: 1) Yuping Liu-Thompkins - Founder & Director of Loyalty Science Lab & Professor of Marketing, Old Dominion University 2) Loyalty Science Lab Articles: What Happens When People Get Closer to a Reward? https://bit.ly/3qMEL6E How to Nudge People to Go Further in a Loyalty Program? https://bit.ly/3jH5osg How to Gauge Loyalty Program Engagement - https://bit.ly/36a3yID Your Business Needs a Loyalty Model - https://bit.ly/3hdzySf Are Your Customers Really Loyal? https://bit.ly/3hAUtxx 3) Loyalty Science Lab on Medium
Jul 6, 2021 · 6 min
#121: Five UK Consumer Trends to Watch (Short Summary Show)
The UK market is a dominant influence on marketing worldwide and one of my favourite resources to stay up to date on how its technology, communications and consumer culture are evolving is published each year in a "Trends Report" by Mindshare. In early 2020, I reviewed their latest predictions which are always both useful and insightful, and even though this research was conducted before the pandemic impact emerged, it features big ideas and consumer insights that loyalty marketers need to consider as we plan and manage our programmes. Show Notes: 1) Mindshare UK 2020 Trends Report 2) Let's Talk Loyalty Episode 30
Jun 30, 2021 · 51 min
#120: Innovative Ideas Driving Banking Loyalty in South Africa
My guest today leads loyalty initiatives for one of the biggest banks in South Africa - Nedbank, whose Greenbacks Loyalty Programme began as a simple card swipe incentive programme, but has evolved as a powerful way for the bank to reward its complete banking relationships with their customers. By listening to customer feedback and understanding loyalty psychology and behavioural economics, Dharmesh Bhana is leading the evolution of a compelling loyalty proposition, focused on benefitting all stakeholders. Whether it's to help customers manage their money better, reward responsible borrowing or build excitement and engagement at key moments in customer's lives, Dharmesh shares his favourite learnings, including the power of competitions as a loyalty mechanic, as well as tangible rewards that can be converted in to cash to be easily used by customers. This episode is sponsored by Comarch. Show Notes: 1) Dharmesh Bhana - Executive: Loyalty & Rewards 2) Nedbank 3) Book Recommendation: "Don't Make Me Think" by Steve Krug
Jun 28, 2021 · 6 min
#119: Loyalty in the Luxury Sector (Short Summary Show)
As the largest luxury retailer in the Middle East, the Chalhoub Group is a premium concept, representing some of the most exclusive brands in the world, so creating a compelling loyalty concept for them required new ideas and innovative thinking. This short show summarises my interview with Nida Unas, Head of Group Loyalty at the Chalhoub Group, who told me about MUSE - the programme they developed to reward premium Chalhoub customers with luxury experiences. Show Notes: 1) Nida Unas - Head of Group Loyalty at Chalhoub Group 2) Lets Talk Loyalty #29: Rewarding Loyalty with Luxury Experiences.
Jun 23, 2021 · 54 min
#118: Secrets to Loyalty Success with Collinson's Priyanka Lakhani
With over twenty years leading loyalty initiatives in the Middle East region for Collinson, today's episode features insights from Priyanka Lakhani who has worked with so many of the loyalty programmes in this region. Priyanka shares her insights on the importance of optimising the timing and relevance of your rewards, and driving redemption as a powerful way to create emotional loyalty with customers. We discuss new and different ways for members of travel loyalty programmes to earn points or miles when shopping online, as well as how paid loyalty and subscription-based programmes can drive profitable revenue for business. This episode is sponsored by Collinson. Show Notes: 1) Priyanka Lakhani - Director South Asia, Commercial Director Middle East and Africa 2) Collinson
Jun 21, 2021 · 6 min
#117: Covid Drives Digital Transformation (Short Summary Show)
Download their 2026 research paper on Humanizing Loyalty here now. The need for retailers to adopt digital technology was unexpectedly accelerated in March 2020 as the world locked down to safeguard public health amidst the global pandemic. With convenience retail stores classified in many countries as an essential service, to supply gas and basic products for consumers, innovative solutions including contactless payments and the ability to pre-order and pre-pay for products became essential to build trust with customers, as the focus on long-term loyalty initiatives became a secondary concern. This short show discusses some of the simple solutions available to retailers at this unprecedented time. Show Notes: 1) Bob Stein 2) Liquid Barcodes
Jun 16, 2021 · 45 min
#116: Leveraging Loyalty to Build Your Brand with Epsilon's Paul Davies
This episode of "Let's Talk Loyalty" focuses on insights and emerging trends across APAC and MEA. With a marketing career that began in direct mail, data and applied statistics, Paul Davies' has worked in advanced markets like the UK, and today he shares his view on how loyalty marketing is evolving in these, as well as emerging markets that have traditionally focused on customer acquisition. We discuss global trends in loyalty, as well as the risks and challenges of promotions and first party data, as well as the power of organisational design to help use loyalty mechanics to build brand loyalty, not just transactional loyalty. We discuss the need for creativity in loyalty marketing, helping marketers connect with both the rational and emotional aspects of the human brain. This episode is sponsored by Epsilon. Show Notes: 1) Paul Davies - Senior Vice President APAC MEA 2) Epsilon 3) Hoover Free Flights Promotion 4) Forrester Wave Loyalty Solutions - Q2 2021
Jun 14, 2021 · 6 min
#115: Loyalty Research and Insights from South Africa
This short show summarises the insights I learned from Amanda Cromhout, founder of the Truth loyalty agency in South Africa. In March 2020, they published their latest white paper on the key trends in loyalty from South African consumers, so listen to learn the incredible statistics she shared, as well as her key concern about the one consumer segment that is actively disengaging from loyalty programmes in that market. Show Notes: 1) Episode 27 of Let's Talk Loyalty 2) Amanda Cromhout
Jun 9, 2021 · 48 min
#114 - Does Your Loyalty Programme Need a Reality Check?
Loyalty programmes inevitably require considerable investment to build, manage and optimise, and with so much money and time being spent, it's essential to know what's working and what's not! Mike Atkin, affectionately known as the "Loyalty Guru", has developed a framework that he uses to expertly assess any loyalty programme against industry best practise, giving the type of expert support that so many loyalty marketers say they need. Known as the "Loyality Check", Mike and his colleagues assess every aspect of any programme's design, operations, technology infrastructure and financial performance, to help you understand what's working, and what's not. Listen to this episode of "Let's Talk Loyalty" to learn how you can avail of Mike's expert assistance if you're not sure if your loyalty programme is working as powerfully as it should! Show Notes: 1) Mike Atkin - The Loyalty Guru 2) Customer Strategy Network