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

Jan 9, 2025 · 44 min
#633: A disruptive mindset creates 60% market share and 92% loyalty member penetration for retail banking in South Africa – Capitec Live Better Rewards
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Capitec Live Better Rewards is 3.5 years old in a banking environment which is only 24 years old. However, age is meaningless as Capitec holds a 60% market share in South Africa’s retail banking industry, with 24 million clients. 22m of these clients are part of its rewards programme, called Live Better. It has already been re-launched, which epitomises Capitec’s disruptive mindset to create customer centricity throughout all it does. Kelly Goldsworthy is Head of Live Better Rewards with an engineering background and a laser focus on continuous improvement for the Live Better programme and its members. Kelly shares the journey to date and the fascinating statistics of its current engagement activities by different channels, encouraging all of us to re-think the norm and disrupt for the ultimate end game of greater customer centricity. Show Notes:- 1) Capitec Live Better Rewards 2) Kelly Goldsworthy 3) Live Better Rewards 4) Blue Ocean Strategy (Book) 5) Good to Great: Why Some Companies Make the Leap...And Others Don't (Book)
Jan 7, 2025 · 1 hr 2 min
#632: Behind the Scenes of Australia’s Favourite Loyalty Program… Plus a Special Edition
Phil Hawkins, a loyalty veteran with over 30 years experience in the loyalty industry and a well known leading loyalty personality in Australia. Expertise in coalition programs, working extensively with Flybuys in Australia over several stints, from its inception in 1993. With leading roles at National Australia Bank, Coles and Myer, Phil has loyalty experience including program design, all aspects of program operation, and specific experience in email and digital communication These days, Phil is a keen loyalty observer, commentator, writer and occasionally creating mischief on LinkedIn. Hosted by Carly Neubauer Show Notes: 1) Phil Hawkins 2) The Loyalty Leap 3)Omnichannel Retail 4) Flybuys
Jan 2, 2025 · 30 min
#631: Let's Talk Loyalty and Loyalty TV in 2025 - NEWS and Updates
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. As 2025 kicks off, Paula Thomas and Pooja Venugopal today look back at some of the highlights for the show in 2024 and announce some exciting changes for 2025. Show Notes: 1)Let's Talk Loyalty 2)www.Loyalty.TV. 3) Paula Thomas 4) Pooja Venugopal 5) The 4-Hour work week 6) Predictably Irrational
Dec 19, 2024 · 38 min
#630: SAS Group in Scandinavia - Global Alliance Strategy and an Award-Winning Campaign
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Today’s interview features the SAS Group, the Swedish airline holding company originally formed in 1946 after the merger of the three Scandinavian flag carriers serving Sweden, Denmark and Norway. It is now Scandinavia's leading airline, offering the most departures to, from and within Scandinavia. Like many airlines, the SAS Group has made significant changes to its corporate structure over the years and particularly this year to its global alliance strategy. SAS was one of the original founding members of the Star Alliance in 1997 which it left on 31 August 2024 and it then joined Skyteam the very next day on September 1st 2024! It's an incredible story. Joining us today to share some insights on their loyalty program and some recent award-winning loyalty-led campaigns is Olivia Wasniewski, who is the Head of the EuroBonus Program operated by SAS. Show notes: 1) Olivia Wasniewski 2) SAS Group 3) SAS EuroBonus 4) Watch the full video interview for free
Dec 18, 2024 · 50 min
#629: Driving Loyalty Forward: Inside Arnold Clark Rewards with Emily Walker and Hema Kukadia
This episode focuses on Arnold Clark Rewards… the new loyalty programme from Arnold Clark. With Emily Walker, the Head of Media & Brand Marketing for Arnold Clark. And Hema Kukadia, a Partnerships Account Director at Mando-Connect. Today we will be learning about their favourite loyalty programmes, how Arnold Clark Rewards is delivering for customers and the business and all about their plans for the future. Hosted by Charlie Hills Show Notes : 1.Emily Walker 2.Hema Kukadia 3. Arnold Clark Rewards 4.European Loyalty Whitepaper 5.Mando-Connect 6.YouGov
Dec 17, 2024 · 32 min
#628: The Wiser Loyalty Series - 2024 Review and Exciting News for 2025
After an amazing first year of "The Wiser Loyalty Series", Founder and CEO of Let's Talk Loyalty and Loyalty TV, Paula Thomas, today hosts an episode with the brains behind the series. Today's epsiode explains how the partnership between Let's Talk Loyalty and The Wise Marketer group is evolving even further. Paula's guests are Bill Hanifin and Aaron Dauphinee,, CEO and Chief Marketing and Business Development Officer respectively for The Wise Marketer Group. Together they review the podcast series they created for Let's Talk Loyalty listeners in 2024, and the changes and further enhancements planned for 2025. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer 5) Paula Thomas
Dec 12, 2024 · 51 min
#627: Loyalty As an Inspiring and Energising Lever for Digital Transformation in MOL Group
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Today we’re back with our friends in the MOL Group, an integrated, international oil and gas company, headquartered in Budapest, Hungary. MOL Group is active in over 30 countries, with a workforce of 26,000 people, and a market capitalisation in excess of $6.5 BN USD. Our guest is István Mag, Head of the Digital Lab for MOL Group, and he joins us today to update us on how the MOL Group has transformed itself in recent years from a traditional fuel retailer to a digital eco-system, led by loyalty. Listen to hear this incredibly impressive story of how this loyalty-led digital transformation is driving business growth while also inspiring and energising employees across the eight countries the program operates in across central Europe. Show notes: 1) István Mag 2) MOL Group 3) MOL Move
Dec 11, 2024 · 44 min
#626: Serviclub, el programa de lealtad de YPF en Argentina (Spanish Episode)
This episode of Let's Talk Loyalty is in Spanish. En el episodio de hoy, nos adentramos en el fascinante mundo de Serviclub, el programa de lealtad que ha cautivado a millones en Argentina. Con más de 25 años de experiencia, Serviclub ha redefinido la fidelización de clientes, ofreciendo una propuesta de valor única que combina beneficios exclusivos, experiencias personalizadas y un sólido programa de acumulación de puntos. Acompáñenos junto a Gastón de Benedetto a descubrir cómo Serviclub ha logrado construir una comunidad de clientes leales y mantenerse a la vanguardia en un mercado en constante evolución. Hosted by Alex Saul Show Notes:- 1) Gastón de Benedetto 2) Serviclub
Dec 10, 2024 · 20 min
#625: The Choice is Yours to Give Loyalty
The Wiser Loyalty Podcast Series is a production of Let’s Talk Loyalty and The Wise Marketer. In each episode, executive faculty members from the Loyalty Academy™, Bill Hanifin, and Aaron Dauphinee,, join you to dig in deep to topics based on courses in the Loyalty Academy’s Certified Loyalty Marketing Professional™ program. This month’s topic is based on Loyalty Academy course #212 Introduction to Sustainability in Loyalty. In this second of a two-part discussion, our industry SME’s will unpack how brands have evolved in their approach to charitable giving related to loyalty programs and where this part of our industry is headed. So, the discussion today is centered on the Sustainability course, but it also relates to Course #108 covering Rewards Strategy, which we covered earlier in the year. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Dec 5, 2024 · 45 min
#624: Dell's Global Strategy Lead Shares Insights on the Evolution of Loyalty
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Today’s interview is a long overdue episode with Dell Technologies which was last on the show back in the summer of 2020. Dell is of course a world-famous technology brand, with over $88BN of revenue in their most recent financial year. They are ranked in 48th place in the Fortune 500 list and sell to more than 98% of Fortune 500 companies. Mitch Kennedy is the Global Strategy Lead for Loyalty in Dell across their Consumer, Gaming and Retail businesses and he joins us today to share his thoughts on loyalty as it continues to evolve so dramatically! Show notes: 1) Mitch Kennedy 2) Dell Technologies 3) Dell Rewards 4) Watch the full video interview for free on www.CapillaryTechnologies.com
Dec 4, 2024 · 45 min
#623: Crafting Loyalty with Thermomix: Insights from Kristy Elsworth
Join Kristy Elsworth, Executive Manager of Ecommerce & Loyalty at Thermomix Australia, as she shares expert tips on building impactful loyalty programs. From Proof of Concept essentials to leveraging AI and strategic partnerships, Kristy offers actionable insights and explores the future of loyalty in this engaging, data-driven conversation. Hosted by Carly Neubauer Show notes: 1) Kristy Elsworth 2) Thermomix
Dec 3, 2024 · 18 min
#622: Sustainability in Loyalty – Three Shades of Green
The Wiser Loyalty Podcast Series is a production of Let’s Talk Loyalty and The Wise Marketer. In each episode, executive faculty members from the Loyalty Academy™, Bill Hanifin, and Aaron Dauphinee, join you to dig in deep to topics based on courses in the Loyalty Academy’s Certified Loyalty Marketing Professional™ program. This month’s topic is based on Loyalty Academy course #212 Introduction to Sustainability in Loyalty. In this first of a two-part discussion, our industry SME’s will unpack what creating “sustainable loyalty” really means in the context of loyalty programs and how to build sustainability into your loyalty strategy and approach. Since the market is never static, we’ll build on the course material, challenge a few concepts, and introduce new ideas. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Nov 28, 2024 · 45 min
#621: MyAutogrill - A Leading Loyalty Programme for Travellers in Italy
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Today’s interview features Philippe Lazzarini, the CRM & Loyalty Manager at Autogrill, a food and beverage brand that’s famous throughout Italy, and turns over more than a billion euro there! Globally, Autogrill is actually the world’s leading provider of food & beverage services for people on the move in airports, motorways and train stations, operating primarily concession agreements in 30 countries on 4 continents, and employing over 46,000 people. Philippe shares the evolution of loyalty as a marketing and engagement tool for Autogrill customers, supporting their growth as a much-loved brand throughout Italy, leveraging simple yet powerful mechanics such as digital receipts and gamification, both of which have been even more effective than expected for the MyAutogrill programme. Show Notes: 1) Philippe Lazzarini 2) Autogrill 3) MyAutogrill
Nov 27, 2024 · 53 min
#620: Gamification driving sustainable behavioural change
This podcast is a masterclass in how gamification is not child’s play and how the loyalty industry can reap significant rewards (excuse the pun) by taking this strategy seriously. Dr Jacqui Nortje and Glenn Gillis are dedicated professionals who understand this opportunity deeply, with years of hands-on experience, serious brand performance and a phD in gamification between them. Hosted by Amanda Cromhout. Show Notes: 1) Dr Jacqui Nortje 2) Glenn Gillis 3) Hailr 4) Sea Monster
Nov 26, 2024 · 20 min
#619: A Future Look at Loyalty Technologies
It is the end of another month for the Wiser Loyalty podcast series for Let’s Talk Loyalty. In this series loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation. Executive faculty members from the Loyalty Academy™, the CEO of the The Wise Marketer , Bill Hanifin, and his CMO, Aaron Dauphinee continue their technology-focused conversation this week as they cover content from the Loyalty Technologies (course 109) curriculum. In this week’s episode Bill and Aaron switch up the podcast series our SMEs share their thoughts on what the future of loyalty technology may look like in the nearer-term but also with an eye to the horizon. It’s a conversation that is anticipated to be an idea starter for the industry as it's positioned to be one that we continue to explore in future episodes of the podcast given the speed of change and influence of technology in delivering upon a brand’s loyalty promise. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Nov 21, 2024 · 35 min
#618: Adore Society Shares Personalisation, AI and AB Testing Strategies for Loyalty Success
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Today’s insightful interview features Australia's Leading Online Beauty Retailer – Adore Beauty – and its loyalty programme, Adore Society. Adore Beauty was started as a home grown business way back in April 2000 by Kate Morris, who grew up in rural Australia and was frustrated that the latest beauty products in magazines were only available to those who lived in the big Australian cities. Now, Adore Beauty, the website she created to ensure nationwide access to those products across the country, is a public company listed on the Australian Stock Exchange, stocking over 260 cosmetic brands and over 11,000 beauty products. Our guest is Miranda Bliss, Head of Loyalty and Retention at Adore Beauty, who shares how Adore Society is personalising its programme, as well as leveraging both AI and A/B testing techniques in order to optimise member's experiences as the brand approaches the launch of its physical stores and becomes a multi-channel retailer. Show notes 1) Miranda Bliss 2) Adore Beauty 3) Adore Society 4) LTL #273: eCommerce Leader Leverages Loyalty to Drive Commercial Success 5) LTL #108: Australian eCommerce Loyalty with Adore Beauty
Nov 20, 2024 · 39 min
#617: Building Loyalty with Benefit Loves: Insights from Rachel Mercer, Loyalty Operations Manager at Benefit Cosmetics
This episode focuses on Benefit Loves… the loyalty programme from Benefit Cosmetics. Members can book treatments, earn Hearts for rewards and discover new products first. With Rachel Mercer, the Loyalty Operations Manager at Benefit Cosmetics for the UK and Ireland. She has worked at Benefit for 2.5 years and worked on launching the programme and is now managing it and the strategy going forwards. Today we will be learning about her favourite loyalty programmes, how Benefit Loves… is building member engagement and all about their plans for the future. Hosted by Charlie Hills Show Notes : 1) Rachel Mercer 2) Benefit Loves… 3) Benefit Cosmetics 4) European Loyalty Whitepaper 5) Mando-Connect 6) YouGov
Nov 19, 2024 · 22 min
#616: Aiming to Understand the Customer: Tech to take a 360 Degree View
Executive faculty members from the Loyalty Academy™, the CEO of the The Wise Marketer Group,Bill Hanifin, and his CMO, Aaron Dauphinee continue their technology-focused conversation this week in the Wiser Loyalty podcast series for Let’s Talk Loyalty. In this series loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation. Additionally, you can expect that each month they cover content from one of the core courses and this month it is around Loyalty Technologies (course 109). In this week’s episode Bill and Aaron outline what it means to take a 360 degree view of the customer and then sketch out a topline blueprint of technology considerations that need to come together to shape a fulsome view on the customers behaviors and interactions with your brand. Show notes: 1) Bill Hanifin 2) Aaron Dauphinee 3) The Loyalty Academy™ 4) The Wise Marketer
Nov 14, 2024 · 44 min
#615: Accor Plus - The Subscription Loyalty Proposition Leading the Global Hotel Industry
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Today we are meeting perhaps the leading hotel travel subscription programme in the world, from the Accor Group in the Asia Pacific region. Many listeners will be familiar with Accor, the global hotel group that now offers 45 hotel brands and a total of 5,600 properties around the world from smart economy hotels, all the way up to luxury five-star palaces, exquisite residences and full-service resorts. Many loyalty professionals will also know ACCOR’s fee-free loyalty programme called ALL which we have featured previously on the show. Accor Plus is another proposition entirely. It's a fee-based proposition designed to appeal to savvy travellers who prioritise exceptional value and exclusive experiences. Our guest is Renae Trimble, CEO of Accor Plus, who joins us to share the latest updates from this unique paid element of the Accor global proposition as it celebrates its 30th birthday. The program now boasts more than 450,000 members, so we are delighted to share this unique subscription program and hear how they’ve managed to achieve such incredible success, all the way from its humble beginnings to today's incredible proposition as a unique loyalty business in the hospitality category. Show notes: 1) Accor Plus 2) Renae Trimble 3) LTL: #163: Accor's Live Limitless Programme Focuses on Passion and Partnerships 4) LTL: #359: Live Limitless with ALL from Accor - Industry Leading Loyalty Insights from Mehdi Hemici 5) LTL: #557: Accor Live Limitless: Emotional Connections and Memorable Experiences 6) Watch the full video interview for free at www.CapillaryTechnologies.com
Nov 13, 2024 · 51 min
#614: Stix: el punto de las grandes marcas
This episode of Let's Talk Loyalty is in Spanish. En el episodio de Let’s Talk Loyalty en Español tenemos a Eduardo Leonidas quien es Founder y CEO de Stix es el programa de lealtad con un modelo de coalición basado en Brasil que integra a grandes cadenas de retail como Pao de Azúcar, Extra, Droga Raia, Drogasil, Shell, C&A, Sodimac, entre otros. El programa fue fundado en 2020. Anteriormente a Stix, Eduardo fue director de estrategia del grupo Pao de Azucar y previo fue Vicepresidente de desarrollo corporativo en Grupo Casino. Trabajó más de 10 años en JP Morgan. Eduardo es un apasionado de la lealtad y en el episodio de hoy nos comparte su visión de esta, así como los fundamentos para que un programa de coalición sea éxitoso y los principales desafíos de liderar una empresa de lealtad. Hosted by Alex Saul Show Notes:- 1) Stix 2) Eduardo Leonidas