Let's Talk Loyalty
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“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/
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/
528 Episodes
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![#529: Some Say it’s [Loyalty] at the Top and That It Helps](https://artwork.captivate.fm/9ecdbab2-9583-44e0-9da2-b2caf14a19df/6QAiGv5ByxbUW6mhxkNAmJU0.png "#529: Some Say it’s [Loyalty] at the Top and That It Helps")
This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are Aaron Dauphinee and Bill Hanifin from the Loyalty Academy faculty. In this episode, Aaron and Bill provide a topline re-cap of conversations they had while both on assignment the week prior in Dubai, UAE and the USA, respectively. A common set of themes arose while they were across continents related to the challenges CEOs and executive teams face. They draw linkages between how Loyalty (big L) and/or loyalty (little l) can help. In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide. Show Notes:1) Aaron Dauphinee2) Bill Hanifin3) The Wise Marketer
Today’s episode is available both in audio as “Let’s Talk Loyalty” and on video on www.Loyalty TV. We’re back today in Australia with a brand and business that was founded way back in 1903.The Royal Automobile Club Victoria offers a variety of products and services for its 2 million members, led by roadside assistance as well as other services such emergency home assistance, travel discounts and benefits, insurance and finance. To learn how they drive member engagement and retention for this iconic brand, we are joined today by Hayden Hearse, their Marketing Manager responsible for Member Benefits and Loyalty for the Royal Automobile Club Victoria. Hayden, who is also a 2024 ALA Loyalty Awards judge, contributed his expertise to this year's panel.Please enjoy our conversation.Show notes:1) Hayden Hearse2) Royal Automobile Club Victoria3) RAIZ invest4) Watch the full video interview at www.loyalty.tv
Today’s Let’s Talk Loyalty podcast talks to three deeply experienced professionals about the whitepaper – Understanding Loyalty in Europe 2.0. I talk to Charlie Hills,, Chief Strategy Officer and Abigayle Blanshard, Senior Strategist, both from MandoConnect. They are accompanied by Nick Fishbourne, Group Account Director of YouGov. The whitepaper covers 24 European countries and proves that Europe is not a homogenous loyalty marketThree key highlights are that loyalty is playing an important role in today’s cost of living crisis, customers are begging brands to build emotional connections and finally that there is a distinct rise in gamification within loyalty technology across European loyalty programmes.Show Notes:1) Abigayle Blanshard2) Charlie Hills3) Nick Fishbourne4) MandoConnect5) Understanding Loyalty in Europe 2.06) YouGov
In this week’s episode of the “Wiser Loyalty” podcast series Bill Hanifin and Aaron Dauphinee offer up their perspective on one last construct that is taken from the Loyalty Academy’s Key Success Factors in Loyalty Marketing (course #112) curriculum.Technological innovations and consumer adoption rates are on the rise, which is creating a new consumer expectation for consistency across their experiences and interactions irrespective of whether digitally-enabled or person-to-person. Successful loyalty programs have seen brands master providing consumers with choice across channels of interaction but now that mastery also includes consistency in quality, flexibility, and outcomes to create moments that matter.In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation and this is now the third month of this global loyalty education series.Show Notes:1) Aaron Dauphinee2) Bill Hanifin3) The Wise Marketer
Today’s episode is available both in audio as “Let’s Talk Loyalty” and on video on www.Loyalty TV. Our guest today, Ulf Gunnar Switalski, is a loyalty expert in Germany. Ulf is the author of two books on how to use the loyalty programs from a consumer perspective, content which he also shares on his blog - Upgrade Guru.de Three years ago, Ulf founded “The Bonus Awards” focused on recognizing excellence in the loyalty industry in Germany, then he expanded these awards to recognize loyalty leaders in Belgium and Netherlands. Listen to hear insights, learnings and who the main winners were in these emerging loyalty awards for Europe.Show notes1) Ulf Gunnar Switalski2) Upgrade Guru.de3) The Bonus Awards4) Press release Gallup Engagement Index 20225) Gallup Engagement Index Germany 2023: More than 7.3 million employees have internally resigned6) Watch the full interview at www.Lotyalty.TV
This episode focuses on the new Canon Club Loyalty Programme – for all Canon fans across EMEA. Today it has over 78,000 members, and there are lots of plans and ideas in play for how Canon will continue to grow and increase the loyalty of their very engaged customers. With Beth Simpson, the Customer Marketing Senior Manager at Canon Europe. Beth has over 20 years’ marketing experience, working in consumer electronics, membership and travel. She loves working on brands that customers are passionate about, understanding customer needs and creating compelling marketing propositions. Today we will be learning about Beth’s favourite loyalty programmes, how Canon Club is building real customer engagement and all about their plans for the future.Hosted by Charlie HillsShow Notes 1) Beth Simpson2) Canon Club Loyalty Programme3) European Loyalty Whitepaper4) Mando-Connect5) YouGov
This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are Bill Hanifin and Aaron Dauphinee from the Loyalty Academy faculty.In this episode, Bill and Aaron discuss a key component to creating successful customer loyalty from your rewards program – the speed at which members accumulate enough points to be able to redeem for rewards is the earn velocity. It is a critical factor that brands want to forecast, monitor, and then manage as an easy metric of program health.In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation and this is now the third month of this global loyalty education series.Show Notes:1) Aaron Dauphinee2) Bill Hanifin3) The Wise Marketer
This episode is available in audio format as “Let’s Talk Loyalty” and in video format on www.Loyalty.TV.Today’s conversation features Under Armour, a leading inventor, marketer, and distributor of branded athletic performance clothing, footwear, and accessories.Under Armour was originally launched in 1996 but only recently launched its loyalty proposition for customers.Joining us today to share the story of this program is Nandika Suri, VP, Global Loyalty, CRM and Personalization at Under Armour.Nandika shares how her insights from more than sixteen years in the airline loyalty sector were invaluable in guiding Under Armour’s transformation from its initial vision to become the “UA Rewards” program, which has already proven hugely succesful and enrolled nearly 3 million members in its first six months alone. Show notes:1) Under Armour2) “UA Rewards”3) Nandika Suri4) Watch the full interview at www.Loyalty.TV
Join Carly Neubauer, Co-Founder of Elevate Loyalty, as she dives into a revealing discussion with Amanda Cromhout, the esteemed CEO and Founder of Truth. In this episode of Let’s Talk Loyalty, Carly and Amanda explore the latest findings from the Truth & BrandMapp Loyalty Whitepaper.Amanda's groundbreaking loyalty research study, sheds light on key insights, intriguing statistics, and emerging trends within the loyalty landscape. With Amanda's extensive expertise and captivating insights, listeners are in for an enlightening journey through the world of customer loyalty.Show Notes:1) Amanda Cromhout2) Truth3) Truth & BrandMapp Loyalty Whitepaper4) Carly Neubauer5) Elevate Loyalty
Bill Hanifin and Aaron Dauphinee from the Loyalty Academy are back with another episode of the "Wiser Loyalty" podcast series. They continue exploring Key Success Factors in Loyalty Marketing (course #112) from the Loyalty Academy™ curriculum. In this week’s episode, Bill and Aaron, lean into the importance of understanding that all customers shouldn’t be treated the same and the success that can come in doing this through the utilization of program tiers (in various forms).In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation and this is now the third month of this global loyalty education series.Show Notes:1) Aaron Dauphinee2) Bill Hanifin3) The Wise Marketer
Today’s episode is available in audio format as “Let’s Talk Loyalty” and in video format on www.Loyalty.TVToday’s guest has an incredible career in loyalty, working for over thirteen years on many of the most exciting and innovative propositions that Starbucks now offers in the US market. Joy Das Gupta is now an independent loyalty consultant who works for clients such as Brooks Running, and who has previously supporting brands like Coca Cola, Stanley, Black & Decker, Cisco Systems and Samsung for Merkle.Joy caught our attention sharing valuable insights and potential pitfalls that loyalty marketing professionals need to be aware of, and she joins Loyalty TV today to share more of these.Listen to enjoy my conversaton with Joy Das Gupta from Das Gupta Consulting LLC. Show Notes:1) Joy Das Gupta2) Watch the full interview at www.Loyalty.TV
Brett Cameron is the Managing Director of Old Mutual Rewards.Unlike many loyalty programmes, Old Mutual Rewards focuses primarily on incentivising members to take care of their financial wellbeing. With over 2 million members and a staggering 5 billion points earned (equivalent to R500 million / $25 million), the programme has made a significant impact. Notably, the programme isn't exclusive to Old Mutual customers; it's open to all South Africans and has recently expanded into Namibia with the commitment to offer practical solutions that help members achieve their financial aspirations.In this captivating podcast, Brett guides us through the five-year evolution of Old Mutual Rewards, delving into prevalent topics such as fraud incidents affecting loyalty programs in the industry, the direct correlation between digitisation and programme engagement levels, and the promising future of Old Mutual Rewards.Hosted by Amanda Cromhout Show Notes:1) Brett Cameron2) Old Mutual Rewards South Africa3) Old Mutual Rewards Namibia
This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are Bill Hanifin and Aaron Dauphinee from the Loyalty Academy faculty.Our loyalty leaders first set-up the discussions for the month of April that will focus on identifying some, but not all, of the components to creating customer loyalty successfully. They list the long-standing and known keys to success, but also pepper in a few more recent known enablers, before diving into “program member enrollment” to kick-off.In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation and this is now the third month of this global loyalty education series.Show Notes:1) Aaron Dauphinee2) Bill Hanifin3) The Wise Marketer
Today’s episode is available in both audio and video format, as the "Let's Talk Loyalty" podcast and on www.Loyalty TV.
We’re back in the hotel industry today with Meliá Hotels International, a Spanish hospitality group founded in 1956 in Mallorca (Spain).
Melia Hotels is one of the leading companies in resort hotels worldwide.
It was the first hotel company in Europe to go public in 1996, and the Group was also named the most sustainable hotel company worldwide in the last S&P Global Corporate Sustainability Assessment.
Melia Hotels launched its first loyalty proposition for guests 30 years ago, so 2024 represents a year of celebration, evolution and further expansion.
Joining us today to share their journey is Sara Matarrubia, the Global Loyalty Director for Meliá Rewards.
I hope you enjoy our conversation.
Show Notes:
1) Meliá Hotels International
2) Sara Matarrubia
3) Meliá Rewards
4) Watch the full interview episode at www.Loyalty TV
Today, Let's Talk Loyalty is joined by Wendy Werve, CMO of Marigold, to share her favorite learning from this year’s Consumer Trends Index, which has been created in partnership with eConsultancy.
The Consumer Trends Index is an annual report that we feature on this show, and the 2024 edition consumers from various countries, including Benelux Region, Denmark, France, Sweden, the United Kingdom, and the United States.
Listen to learn how consumer preferences are changing when it comes to marketing channels and how different demographics are choosing to engage with brands while protecting their privacy, while also focusing on building greater brand loyalty.
I hope you enjoy this year's insights from the 2024 Marigold Consumer Trends Index.
Show notes:
1) Wendy Werve
2) 2024 Marigold Consumer Trends Index
3) Marigold
This "Wiser Loyalty" podcast wraps up discussions during March that guest hosts Bill Hanifin and Aaron Dauphinee had about Loyalty Business Models.
Breaking away from the Proprietary/Player/Coalition nomenclature that has been used for years, Bill and Aaron redefine the Loyalty Business Model classifications based on a more customer centric view. They land on an approach that reflects the reality of the programs they have been observing in the market.
The Wiser Loyalty series showcases a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, featuring the latest thinking on customer loyalty, backed up by market examples.
Next Month’s topic: Key Performance Indicators.
Show Notes:
1) Aaron Dauphinee
2) Bill Hanifin
3) The Wise Marketer
This episode is available in audio as a podcast and in video format on Loyalty TV.
Today we learn the latest loyalty and lifestyle propositions from the Cathay Pacific Group, with Paul Smitton joining us once again from Hong Kong.
Listen to learn how the positioning and proposition for the membership program from Cathay Pacific has evolved, and the role of Asia Miles now as its currency (rather than its programme name).
Paul also shares some insights into some of the airline’s most recent developments in the Chinese market.
Show Notes:
1) Paul Smitton
2) Cathay Pacific Group
3) Asia Miles
4) Watch the full interview episode at www.Loyalty.TV
The launch of the 4th edition of ‘What Brits want from Loyalty Programmes 4.0’ does not disappoint. This Let’s Talk Loyalty podcast talks to three deeply experienced professionals about this whitepaper.
Amanda Cromhout talks to Charlie Hills,Chief Strategy Officer and James Davies, Senior Strategist and Analyst, both from Mando Connect. They are accompanied by Nick Fishbourne, Group Account Director of YouGov. Key highlights include the increased usage of loyalty by Brits ad a deeper usage in terms of activity rates.
There is also an increased play on loyalty partnerships benefiting consumers and brands alike. The whitepaper also serves up quality statistics around transactional KPIs and emotional KPIs.
Show Notes:
1) Charlie Hills
2) James Davies
3) Nick Fishbourne
4) Mando Connect
5) YouGov
6) What Brits want from Loyalty Programmes 4.0
The "Wiser Loyalty" podcast series unpacks the most important things you need to know about the Foundations of Loyalty, grounded in the Loyalty Academy™ Courses.
In today’s episode, guest hosts Bill Hanifin and Aaron Dauphinee take a deeper look at how the Proprietary model is taking on new meaning and why “Partnerships” may be a replacement for the Player Model, reflecting the way business is operating today and to better serve the needs of today’s consumer.
The Wiser Loyalty series showcases a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, featuring the latest thinking on customer loyalty, backed up by market examples.
Show Notes:
1) Aaron Dauphinee
2) Bill Hanifin
3) The Wise Marketer
This episode is available as a podcast on "Let's Talk Loyalty" and in video as www.Loyalty.TV.
Today's episode features research from our friends in Epsilon, who have been focused discovering the underlying factors that are truly driving UK consumers loyalty in 2024.
The result is “Epsilon Loyalty Index” (UK edition) which was created to support loyalty marketers in the UK looking to find new and innovative ways of building loyalty with their customers.
Joining me today to share her insights on the Epsilon Loyalty Index is Senior Vice President of Business Development Epsilon UK, Maria Giacobbe.
Listen to enjoy our conversation about her insights on how to drive customer loyalty in the UK in 2024!
Show notes:
1) “Epsilon Loyalty Index” (UK edition)
2) Epsilon
3) Maria Giacobbe
4) Loyalty Connect Dubai 2024
5) Watch the full interview at www.Loyalty.TV
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