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

Nov 27, 2019 · 50 min
#13: Earth Rewards - A Loyalty Solution for the Environment
Climate change is the number one concern for millions of people around the world - whether we've been directly affected by it or simply alarmed by the damage our lifestyles are doing to the planet. It's time to find tools to measure and minimise our impact on the planet and Earth Rewards is a brand new solution doing exactly that! Listen to this episode to learn how ANY loyalty programme can partner with Earth Rewards to make a real difference to the environment and impress consumers by demonstrating a real commitment to taking action. We also chat about how we as individual consumers can take positive action too. Show Notes: Website: https://earthrewards.net/ Nielsen Research on Importance of Brands supporting the environment: https://bit.ly/33oceHn Deloitte Millennials Research: Report. Book by Mike Berners-Lee: How Bad Are Bananas? Contact: Email: paula (at) letstalkloyalty.com
Nov 20, 2019 · 39 min
#12: Award-winning Loyalty in Italy - AS Roma and Advice Group
Sports fans are incredibly loyal advocates of their Clubs - sometimes from generation to generation. So why would a professional football Club like AS Roma invest in a loyalty programme?? This episode discusses the clever strategies and approach taken by AS Roma with the help of their agency Advice Group - resulting in them winning three separate loyalty awards in the 2018 Loyalty Magazine Awards - including Best Regional Champion of the Year for Western Europe. I interview Laura Cagnacci about their strategy and performance and insights from various industries driving loyalty and direct relationships with customers.
Nov 13, 2019 · 47 min
#11: Why Loyalty Programs Fail - FREE Report
For anyone involved in designing and operating loyalty programs, a key goal is to understand why loyalty programs can sometimes fail to prevent that happening to yours! The "Delphi Report" is released each year to source insights from leading loyalty practitioners around the world and this year's topic is exactly this question. This free report features insights from 34 experts from 14 different loyalty markets around the world for their insights on "Why Programs Fail". This podcast discusses the top five and explains where you can download the full report for free. Produced and directed by Mike Capizzi of Marketing Strategists LLC, co-founder of The Wise Marketer Group and Dean of The Loyalty Academy. Resources: Download the FREE report "Why Loyalty Programs Fail" https://www.thewisemarketer.com/research/introducing-the-2019-delphi-report-why-loyalty-programs-fail/ https://www.thewisemarketer.com/ https://loyaltyacademy.org/
Nov 6, 2019 · 51 min
#10: Loyalty in 7-Eleven Denmark with Managing Director Jesper Østergaard
7-Eleven Denmark won the "NACS International Convenience Retailer of the Year" 2019 award - having reinvented its business from a kiosk operator to a destination for Danish consumers to enjoy fabulous healthy food. From perfecting its products to connecting with customers, 7-Eleven is a customer-centric company with a vision to continuously innovate as a world-leading retailer, already operating a powerful loyalty programme with a mission to truly connect with customers. Join episode ten to hear how Managing Director Jesper Østergaard thinks about winning customer loyalty, using global insights and digital tools to differentiate his stores in the busy world of convenience retail! Show Notes: Consumer trends insights and reports: https://www.pejgruppen.com/en/
Oct 30, 2019 · 19 min
#9: 7 Lessons from 7 Loyalty Experts
After seven incredible interviews, this episode looks back at the seven key lessons I've learned from my expert guests on the show. "Let's Talk Loyalty" is designed to be educational and inspiring for any of us focused on engaging customers and retaining them to drive profitable business growth. This summary episode is perfect if you've missed any of the great interviews - so you can listen back to anything relevant - or simply catch up with some inspiring statistics about our industry.
Oct 23, 2019 · 1 hr 1 min
#8: Lessons from a Loyalty Expert: Leanne Papaioannou
Few loyalty professionals can boast in excess of two decades of expertise running loyalty programmes across both consumer and business brands. Leanne Papaioannou set up "Chilli Pepper" as Ireland's only dedicated strategic loyalty agency over sixteen years ago, to advise customer-focused clients how best to capture, understand and convert marketing insights in to loyalty programmes and customer strategies that drive true brand advocacy. Leanne's expertise spans fuel and convenience retail, insurance, telcos, energy and our conversation includes insightful ideas from the evolution of loyalty practices in the Irish market, through to the latest global insights on capturing and driving your net promoter score in new and useful ways. Key Resources Recommended in this Show: 1) Glassbox brands concept: https://trendwatching.com/quarterly/2017-09/glass-box-brands/ 2) Net Promoter Score concept (NPS): https://hbr.org/2003/12/the-one-number-you-need-to-grow 3) Customer Trends and Insights: https://www.jwtintelligence.com/ https://trendwatching.com/ 4) Forrester Research: Customer Loyalty Playbook 2019 https://www.forrester.com/playbook/The+Customer+Loyalty+Playbook+For+2019/-/E-PLA250 Contact Details: https://www.linkedin.com/in/leannepapaioannou/ http://www.ChilliPepper.ie
Oct 16, 2019 · 46 min
#7: Award-winning Loyalty Success and Storytelling in South Africa
Helène Brand is one of the team of loyalty marketers responsible for the outstanding performance of the internationally-recognised and award-winning loyalty programme in South Africa called "My School My Village My Planet". In this episode, she talks through the advantages and challenges of using a community-based loyalty programme and the incredible results that can be achieved when it's done well. Helène now works as a freelance marketing consultant and she's passionate about using storytelling to define your brand's purpose, creating compelling concepts which drive consumer loyalty both directly and indirectly. She also shares a fantastic example of leveraging intentional behaviours to drive social change with a case study about an organisation called "Global Citizen" - a new model for loyalty that brands can connect with if they are focused on creating social or environmental change. Show Notes: Hèlene Brand - LinkedIn profile Email: helenebrand84@gmail.com Resources Don Miller’s StoryBrand: Book and Podcast Michael Hyatt: Lead to Win podcast Nudge: Book by Thaler and Sunstein on how to improve decisions about health, wealth and happiness - useful as someone in the loyalty space who wishes to influences customer behaviour that will maximise benefit for the customer and the business.
Oct 9, 2019 · 1 hr
#6: Driving Loyalty Through Charity
It's been said that loyalty marketing is one of the most powerful and effective tools for any commercial marketer - and Crispin Rogers can prove it. Download this show to hear from the man who originally led the assessment and development of loyalty programmes for Shell worldwide - a notoriously challenging industry to drive profitable customer behaviour. Crispin shares insights across fuel retail and payments and then shares his own truly big idea - to access the £7 BILLION of unspent loyalty points in the UK market alone - helping customers donate them to the charity of their choice. This podcast talks through how "For Good Causes" ensures customers, brands and charities all benefit from leveraging the power of loyalty programmes to benefit whatever charity or cause their customers care about. Crispin Rogers: https://www.linkedin.com/in/crispinrogers/ https://www.forgoodcauses.org/ crispin.rogers@forgoodcauses.org Show Notes: https://www.dunnhumby.com/ https://www.beyondanalysis.co.uk/ http://www.myschool.co.za/ - MySchool MyVillage MyPlanet programme
Oct 2, 2019 · 53 min
#5: Award-winning Loyalty - Insights from the Middle East
Episode five of "Let's Talk Loyalty" discusses an award-winning loyalty programme in the education sector in the Middle East region. Today I chat to its creator, Manav Fernandez, a loyalty consultant based in Dubai who developed the entire strategy, identity, value proposition, platform solution and communications strategy for "GEMS Rewards" programme - developed as a unique way to help offset the costs of private education for families. The programme won the "Loyalty Magazine" award for the BEST loyalty programme in the Middle East and Asia region in 2018. Show notes of useful links/assets mentioned by Manav: Online Learning: - Coursera - Lynda.com - Udemy.com - https://www.edx.org/ Books: - Sapiens by Yuval Harari https://www.ynharari.com/book/sapiens/ - Hitmakers by Derek Thompson https://www.amazon.com/Hit-Makers-Science-Popularity-Distraction/dp/110198032X Contact Details: Email: mf@qbfconsulting.com Linkedin: https://www.linkedin.com/in/manav-fernandez-3a12655/
Sep 25, 2019 · 1 hr 2 min
#4: The Loyalty Guru - An Interview with Mike Atkin
Mike Atkin has advised, launched or worked on over 85 loyalty programmes in his 30 year career to date and is one of the best known experts in the loyalty industry. His work spans every sector from grocery (Tesco), to fuel retail (BP and Shell) through to coalition programmes and loyalty platform technology. A real loyalty expert to listen to and learn from about loyalty marketing. https://www.linkedin.com/in/mikejatkin/ mikea@customerstrategynetwork.com Twitter #loyaltyguru https://www.customerstrategynetwork.com/ Show Notes: Training Sources: http://www.LoyaltyAcademy.org for CLMP (Customer Loyalty Marketing Professional) Qualification. https://thecxacademy.org/ for Customer Experience training. Staying up to date/Loyalty Resources and References: http://www.TheWiseMarketer.com - Loyalty Newsletter http://www.TheLoyaltySurgery.com - UK Loyalty Conference Oct 2019 https://loyaltyacademy.org - US Loyalty Conference March 2020
Sep 17, 2019 · 39 min
#3: Award-Winning Loyalty in Ireland
3Plus is the award-winning loyalty programme for the Three mobile phone network in Ireland. This show discusses the history of 3Plus, what it offers customers and the superb results it has achieved in the last few years. Contact details for Siobhan Lynch, Loyalty Manager, 3Plus Ireland: https://www.linkedin.com/in/siobhan-lynch-a28bb36/
Sep 6, 2019 · 49 min
#2: Award-winning Insights from India - Sanjeev Nichani, Raymond Rewards
As a loyalty marketing professional, Sanjeev Nichani has worked with some of India's top loyalty programmes, including Loylty Rewardz - a programme for over 100 million banking customers in India, AIMIA, and now Raymond Rewards, a men's retail fashion proposition that recognises and rewards customers across all markets segments and across 1,000 retail stores. Includes insights on launching a loyalty programme within a franchise business, upcoming ideas to engage with members in digital channels and where Raymond Limited is focusing its commercial strategy in 2019 through to 2025. Show Notes: Guest: Sanjeev Nichani
Aug 22, 2019 · 11 min
#1: Let's Talk Loyalty
An introduction to your show host - Paula Thomas and a background to the show. Designed exclusively for loyalty marketing professionals, this episode introduces some of the key people in the industry as well as the main media publications for loyalty marketing professionals.