Tom’s latest short summary show covers the original podcast hosted by Paula Thomas where she is joined by Nicole Auman, Director of Brand Marketing at Sheetz. Sheetz Inc. is one of North America’s fastest-growing convenience store chains, already operating over 600 locations. Tom summarises the key insights from the original podcast on how Sheetz recent major insights and achievements, including a new subscription service, insights on the compelling role that their app is playing as a direct digital connection to their customers and of course, their store teams who serve as ambassadors of the program with customers. Hosted by Tom Peace. Show Notes :- 1) Sheetz Inc⁠ 2) Nicole Auman 3) #234: Driving Loyalty in Convenience Retail with Sheetz USA

⁠Today’s episode features the exciting story of the "Doters" loyalty program launched by Viva Aerobus in late 2022. Pablo Sordo joins us to share the story of how they developed the loyalty proposition for Viva Aerobus, which is a low-cost airline based in Mexico. This simple coalition program features partnerships with the local bus company and a banking partner, allowing members to earn miles while flying, taking the bus around the country, and, of course, using their co-brand credit card. Listen to learn from Pablo Sordo, Chief Strategy Officer for Viva Aerobus, with thanks to the Loyalty and Awards conference team for the introduction! Pablo will be sharing further insights at the Loyalty & Awards Conference this October in Rio de Janeiro. Show Notes 1) Pablo Sordo, Chief Strategy Officer for Viva Aerobus 2) "⁠Doters⁠" loyalty program 3) Viva Aerobus⁠ 4) Loyalty and Awards⁠ conference

Johan Moolman is CEO of FNB (First National Bank)’s eBucks Rewards.  eBucks is 23 years old and has recently scooped three prestigious awards at the International Loyalty Awards, including ‘Best Long-Term programme’ worldwide.   Johan has been CEO of this leading retail banking programme for eight years and in this insightful podcast, he describes the obsession with doing the right thing for the customer, which has yielded over $1bn pay out since inception.  90% of eBucks rewards are redeemed within the first 30 days of being given to eBucks members.   The programme actually operates nine separate programmes to meet the demands of sub-segments of the South African market. Hosted by Amanda Cromhout.   Show Notes: 1) Johan Moolman 2) First National Bank 3) eBucks Rewards

Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she is joined by Kim Hardaker, Managing Director of the Etihad Guest Programme, who shares the latest ideas and insights from one of the travel industry’s leading reward programs. Etihad Guest is a world-leader in airline loyalty, renowned for delivering innovative ideas that delight members in unexpected ways! Tom provides a summary of the show that includes a proposition to support the airlines sustainability goals, and a “world-first” idea that celebrated the reopening of Australia’s borders post-pandemic. Hosted by Tom Peace. Show Notes :- 1)  Etihad Guest 2) Kim Hardaker 3) #233: Etihad Guest - Powerful Propositions Building Emotional Loyalty

Today’s episode is a treat for anyone who is either a pet lover or a pet parent, as well as retail loyalty professionals. Our guest is Bradley Breuer, Vice President of Loyalty and Personalised Marketing at PetSmart in the United States. This year, PetSmart's “Treats” program has reached the incredible milestone of 60 million members! Bradley shares some compelling insights on member penetration of sales, as well as some of the key principles of their success that has led the PetSmart Treats program to become one of America’s Best Loyalty Programs as ranked by Newsweek.  Show Notes: 1) Bradley Breuer, Vice President of Loyalty and Personalised Marketing 2) PetSmart 3) PetSmart's “Treats” program 4) America’s Best Loyalty Programs 2023 by Newsweek

Today’s episode features some "Loyalty Royalty" an interview with one of the 2023 “Top 30 under 40” award winners at the recent International Loyalty Awards in London. Joe Doran is Senior Vice President of Loyalty for Capillary in North America, and he joins us today to share and celebrate Capillary’s truly incredible list of achievements in 2023 so far. Joe also shares his insights around the latest loyalty sectors and strategies that he believes have explosive potential right now, as well as the incredible success Capillary’s is having with their latest flagship client in the US market – Nascar! Listen today to learn from Joe Doran from our friends in Capillary Technologies. This episode is sponsored by Capillary Technologies. Show Notes: 1) Joe Doran, Senior Vice President of Loyalty for Capillary in North America 2) Capillary Technologies 3) Capillary Shines Bright at International Loyalty Awards 2023 4) Capillary Named A Leader in The Forrester Wave™ Loyalty Technology Solutions, Q1 2023 Report

Tune in and catch Tom's brief overview from the original podcast hosted by Paula Thomas where she is joined by Jonathan Hopkins and Angus Frazer, co-founders of Sonder Media.  Sonder Media is a consulting firm that specializes in identifying, valuing, and optimizing the media value of loyalty programs, and Tom will summarise the key insight from Jonathan and Angus who share their expertise on Loyalty’s high margin potential. The original podcast shows the power and potential profitability of using the unique assets, permissions and insights from your loyalty program as a media business, an increasingly popular idea being considered by program owners in order to increase returns from their loyalty program investment. Listen to Tom summarise the challenges and the potential of this big idea, and how you can explore building a media business in a way that continues to meet the needs of your members and your brand, as well as with advertising partners. Hosted by Tom Peace. Show Notes :- 1) Sonder Media 2) Jonathan Hopkins 3) Agnus Frazer 4) #231: Building Your Program's Profitability - Loyalty's Hidden Potential

Today’s episode features a brand that has been at the TOP of our wish list to bring on the show over the past few years. McDonald’s is, of course, the world’s leading global foodservice retailer, with over 40,000 locations in over 100 countries! Just recently, the business was listed in second place in the *World's Most Innovative Companies of 2023*, and they now operate loyalty programs in over 50 markets, with over 50 million members active! Joining me today to share this incredible story is Bess Cades Director, Customer Engagement Strategy and Lifetime Value for McDonald’s. Listen to learn the insights behind the extraordinary growth for McDonald’s Rewards around the world, a program that in time, could become one of the world’s largest loyalty programs. Please enjoy this masterclass in loyalty marketing from one of the world’s greatest brands.   Show Notes: 1) McDonald’s 2) McDonald’s Rewards 3) Bess Cades Director, Customer Engagement Strategy and Lifetime Value 4) World's Most Innovative Companies 2023 5) Watch the full video interview at www.Loyalty.TV

Today’s episode features another leading US retailer that leverages loyalty to grow its business, in this case, to a whopping $84 billion in revenue in their most recent financial year! “Sam’s Club” is a warehouse club with 597 locations across the U.S. and Puerto Rico, that leverages the power of subscriptions since 1983 - way before subscription-based loyalty was so globally recognised as a cool and clever idea! Our guest is Scott Ludwig, Vice President of Membership for Sam’s Club, and he joins us today to share some of the compelling reasons for their business success, which includes renewal rates in excess of 90% for their mature subscribers. Scott explains the importance of their expanding partner proposition based on card-linked offers, and some examples of how they are achieving true personalization in ways that are delivering NPS scores that will amaze you! Listen to enjoy this fascinating conversation with Scott Ludwig from Sam’s Club. Show Notes: 1) Sam’s Club 2) Scott Ludwig, Vice President of Membership for Sam’s Club

Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she is joined by Hollie McLellan, formerly Head of Customer Marketing and Loyalty for Boots UK and now Director of Customer Marketing, to discuss the company’s latest innovations and initiatives.  When it comes to loyalty programmes in the UK, the gold standard programme that consumers say they love the most is often the Boots Advantage Program. This show was a masterclass in loyalty marketing, showcasing Boots “Beauty Club” which features content marketing as a new loyalty driver, as well as their new "Price Advantage" proposition, and their exciting tests with gamification and subscription strategies. Hosted by Tom Peace. Show Notes: 1) Boots Advantage Program  2) Hollie McLellan 3) My Beauty 4) Boots UK 5) #230: The Boots Iconic "Advantage" Programme in the UK Celebrates Its 25th Birthday⁠

Today’s episode features some incredibly exciting updates from the loyalty program I personally use most often, the award-winning Skywards program from Emirates Airlines. Emirates is known and respected globally as one of the world’s best and fastest growing airlines, and its loyalty program, Skywards now recognizes and rewards over 32 million members around the world! Based in Dubai, the Emirates Group employs over 103,000 staff from more than 160 nationalities and in early May 2023, they reported their post-pandemic turnaround results, delivering their best ever profit of US$ 2.9 billion. In today’s episode, I’m once again joined by Dr Nejib Ben-Kheder, Head of Emirates Skywards, who shares all their latest exciting news, including the launch of Skywards Everyday proposition, which will be fascinating to anyone considering launching a card-linked concept for your own loyalty program. Dr Nejib also explains how and why the value of the Skywards currency was recently adjusted, and how the program has managed to protect its most valuable members, while also reflecting the commercial needs of the airline. Other exciting news you’ll hear today include Dr Nejib’s incredible statistics on their earn rates for airline versus non-airline activities, which proves how effectively Skywards is achieving its goal to become a truly global lifestyle loyalty program, rather than simply an airline frequent flyer program. Hosted by Paula Thomas. Show Notes: 1) Dr Nejib Ben-Kheder⁠, Head of Emirates Skywards 2) Emirates Airlines 3) Skywards program 4) Skywards Everyday

This episode focuses on the loyalty market in Italy, featuring expert insights from Cristina Ziliani. Cristina is a Professor of Marketing at the University of Parma, Italy. She lectures on loyalty management and has been the Director of the Loyalty Observatory since 1999, dedicated to research, consulting and education on Loyalty Management, CRM and CX Cristina is a key contributor to the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets. Listen to learn about the loyalty landscape in Italy – what membership, appeal and impact look like in this market – and which are the programmes and key innovations to be inspired by. Hosted by Charlie Hills.    Show Notes : 1)  Cristiana Ziliani 2) European Loyalty Whitepaper 3) Mando-Connect  4) YouGov

Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she was joined by Brad Macdonald, Epsilon’s Vice President of Loyalty Strategy from May 2022, where Brad talks about the methods and importance of measuring the Value of Loyalty Marketing Investment. Brad describes the methods that Epsilon use to measure and predict loyalty strategy performance and most importantly, ROI. Hosted by Tom Peace. Show Notes: 1) Brad Macdonald 2) Epsilon 3) #227: Measuring the Value of Loyalty Marketing Investment with Epsilon

Today’s episode features the UAE’s latest loyalty program which has been recently launched by a fuel retailer. The Emirates General Petroleum Corporation is otherwise known as EMARAT, and they operate as a leading fuel and convenience store retailer across Dubai and the Northern Emirates. Our guest is Ali Bin Zayed, the Senior Manager Corporate Loyalty for Emarat, who has led the development and launch of Emcan, and today he shares the insights behind its name, how it was developed and some of its impressive early results. He also shares some of the highly innovative channels that are being used to support the incredibly diverse population of people from around the world who call the UAE their home. Ali explains how they chose their loyalty platform provider, and some of the upcoming industry-leading technology that they are implementing in order to ensure their business continues to offer more ease, simplicity and delightful experiences for their customers. Listen to enjoy this conversation with Ali Bin Zayed, Senior Manager Corporate Loyalty for Emarat. Show Notes: 1) The Emirates General Petroleum Corporation 2) Ali Bin Zayed⁠, the Senior Manager Corporate Loyalty for Emarat 3) Emcan

Today, Let's Talk Loyalty welcomes back an iconic airline brand that is long overdue a return visit to our show. American Airlines first joined us in April 2020 to share how they were thinking about their loyal customers and the role of the AAdvantage program in those first early days of the Covid pandemic. Now, three years on, we revisit this iconic program – which is in fact the longest-running computerised or travel loyalty program in the world. AAdvantage was established in 1981 with a laser focus on rewarding frequent flyers on American Airlines. Today, the program has more than 100 million members and has evolved dramatically. AAdvantage no longer considers itself a frequent flyer program, but instead a travel rewards program, and now they are once again leading the industry, with new ways for members to earn and keep their status in return for any of their loyalty within the Advantage eco-system.! To hear the full story, I’m thrilled to be joined today by Chris Isaac, Director of AAdvantage, to hear how Covid ironically created new insights for him and his team on just how loyal their members were being – even when they were unable to fly! Listen to enjoy the latest insights from AAdvantage.   Show Notes: 1) Chris Isaac, Director of AAdvantage 2) American Airlines⁠ 3) AAdvantage

In this weeks Let’s Talk a Little Loyalty podcast Tom reviews the original show hosted by Paula Thomas where she is joined by Matthew Stevens, Albertson’s Former Director of Loyalty Programs and Strategy, who shared how their loyalty program is supporting the dramatic transformation of their business, in direct response to changing consumer behaviours and expectations. The original interview with Albertsons showcases a masterclass in retail loyalty strategy and success. Albertsons is one of the largest food and drug retailers in the United States.  Boasting almost 2,300 retail stores in the United States across multiple brands including Albertsons, Safeway, Shaw’s, Randalls and United Supermarkets among others.   Hosted by Tom Peace. Show Notes: 1) Matthew Stevens⁠, Former Director of Loyalty Programs and Strategy 2) Albertson’s 3) #222: Loyalty Leads the Transformation of Albertsons 4) Safeway

Today’s episode features industry insights from Giant Food, the #3 grocery chain in the United States. Our guest is Ryan Draude, who is leading Giant Food’s loyalty approach with a unique perspective! Ryan believes that loyalty leaders have a unique opportunity to create *rituals* that become meaningful moments in their member’s lives, and he is passionate about making sure we create *tangible value* in a way that matters now more than ever to shoppers. Listen to hear Ryan’s willingness to be courageous with his work, and especially how he said how success often comes from deciding to simply "shut up and listen". Enjoy this masterclass in loyalty with Ryan Draude, Head of Loyalty at Giant Food. Show Notes: 1) Ryan Draude 2) Giant Food

This show is extraordinary as we hear Paula’s voice but as the Let’s Talk Loyalty guest rather than show host.  Paula shares the evolution of the Let’s Talk Loyalty show which is already in the top 3% of global podcasts and three times higher listenership per show than average B2B podcasts.  We learn of Paula’s original intent for starting Let’s Talk Loyalty almost 4 years ago and her future vision and plans to expand into Loyalty TV later this year. Moreover, we learn about the power of content marketing for not only brand management but for loyalty programmes to embrace emotional loyalty. Hosted by Amanda Cromhout.   Show Notes: 1) Paula Thomas 2) Let's Talk Loyalty

In this weeks episode of Let’s Talk “a little” Loyalty Tom’s reviews Paula’s original podcast with Adam Posner, who talks about his hugely popular “For Love or Money™ Australia” research report and insights from 2022 Adam explains key insights from his research and discusses what compels consumers to join a loyalty programme and the “3 Bs” of loyalty: behaviour, belief and belonging. We also talked about generational differences in loyalty preferences, rewards and even currency types. Whether you are working in loyalty marketing in Australia or elsewhere, these consumer insights offer invaluable ideas to reflect on. Tom’s provides a great review of Adam’s superb insight, highlighting the key messages from this great original podcast. Hosted by Tom Peace. Show Notes: 1) Adam Posner, CEO and Founder, The Point of Loyalty 2) For Love or Money™ 2022 Australia  3)  The Point of Loyalty  4) #219: "For Love or Money" - Australian Consumer's Loyalty Perspectives For 2022

Today we meet the CEO of an iconic brand here in the UAE. Dubai Golf was established in 1988 and manages some of the best-loved golf clubs in the whole region, Emirates Golf Club, Jumeirah Golf Estates and Dubai Creek Golf & Yacht Club. The company is incredibly proud of its internationally acclaimed championship courses, and has also successfully evolved its hospitality and entertainment business, with both casual and fine dining restaurants of offer, as well as beautiful swimming, fitness and tennis facilities. Leading the development of the whole group is the CEO Chris May, who joins today to share how the business really values and nurtures loyalty its members, having created a lifestyle app called Viya that allows both members and non-members alike to book rounds of golf, dining or other facilities and earn rewards. Listen to enjoy our conversation with Chris May all about Dubai Golf and Viya Rewards. Show Notes: 1) Dubai Golf 2) Emirates Golf Club 3) Jumeirah Golf Estates 4) Dubai Creek Golf & Yacht Club 5) Viya Rewards 6) Chris May

Today’s episode of Let's Talk Loyalty features our friends in Bond Brand Loyalty and their annual Loyalty Report.   The Loyalty Report is an annual survey, and this year, Bond has tracked a quarter of a million consumers globally, from more than 750 brands, in dozens of industries, across every type of loyalty strategy.   With so much scale and visibility from global markets, the 2023 Loyalty Report truly highlights the key insights loyalty program managers need to know right now, such as the number of programs that consumers say they are members of and active in. It’s not surprising to hear that this year, consumers are finding more loyalty programs to join, and they are enrolling and engaging in them more than ever.   So, the stakes are getting higher, as is the level of competition, so it’s even more critical to hear what consumers are telling us that they value in 2023, and the opportunities that still exist for true differentiation. Listen to hear the insights from this year’s Loyalty Report as I discuss them with Maegan O’Neill and Sean Claessen from Bond Brand Loyalty, who share their key take-outs and watch-outs for leading brands and loyalty programs in 2023! Show Notes: 1) Bond Brand Loyalty 2) 2023 Loyalty Report 3) Maegan O'Neill 4) Sean Claessen

Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she is joined by Kristi Gole, VP, Head of Product at Global Hotel Alliance to hear how this model works and benefits both the brands and consumer members. The Global Hotel Alliance (GHA) is the world’s largest alliance of independent hotel brands, supporting 35 hotel brands with more than 500 hotels across 85 countries, each leveraging the DISCOVERY guest recognition programme to drive loyalty with guests. This alliance allows small and independent hotels to compete with global hospitality brands, while still operating independently and giving consumers the opportunity to earn rewards across their many brands. Listen to Tom’s views on how GHA build loyalty across independent hotel groups as well as finding more ways to reward travellers. Show Notes: 1) ⁠Kristi Gole⁠ 2) Global Hotel Alliance 3) GHA’s DISCOVERY guest recognition programme 4) #218: Anantara, Avani, Kempinski - Leveraging the GHA "Discovery" Program To Drive Customer Loyalty for Independent Hotel Brands

Today's episode celebrates a brand that recognizes and rewards a relatively forgotten segment of the community – those who educate children! Lakeshore Learning Materials is one of the most innovative manufacturers of educational materials in the United States, specializing in top-quality products for the home and classroom. Originally founded as a toy store in 1954, Lakeshore Learning Materials now operates sixty stores and a thriving online business, catering to both teachers and parents.  The business had been operating a program called the “Teacher’s Club” for over 20 years, but about 2 years ago, it realized it needed a complete overhaul! Alex Tavera was brought on board to advise on a complete redesign and a new strategy for the business, and in late 2021, he led the launch of their new loyalty program. With a new name and a completely new strategy, combined with some great technology and a supportive leadership team, Lakeshore Rewards is now an incredibly exciting program that is going from strength to strength! Listen to enjoy this inspirational conversation with Alex Tavera, Director of CRM, Email and Loyalty with Lakeshore Learning Materials. Show Notes: 1) Lakeshore Learning Materials 2) Alex Tavera 3) Lakeshore Rewards 4) #84: Virgin Red Loyalty Programme Launches in the UK 5) #195: Virgin Red - The Red Thread Connecting the Virgin Brand Globally

This episode focuses on the loyalty market in The Czech Republic, featuring expert insights from Radek Hrachovec. Radek has dedicated the last 20 years of his professional life to loyalty programmes and direct marketing and is one of the most skilled practitioners in Central Europe and a Partner of the Voxwise company. Radek is a key contributor to the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets. Listen to learn about the loyalty landscape in The Czech Republic – what membership, appeal and impact look like in this market – and which are the programmes and key innovations to be inspired by. Hosted by Charlie Hills.    Show Notes : 1) Radek Hrachovec 2) European Loyalty Whitepaper 3) Mando-Connect  4) YouGov 5) Voxwise 6) Net Loyalty Score introduction

Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas featuring  a conversation with James Berry, Commercial Director, Valuedynamx at Collinson where he shares game-changing concepts he believes are becoming pivotal for loyalty professionals. Listen to Tom’s views on the dramatic changes in consumer behaviour, and some of the innovative ways that Collinson have found to connect programs, consumers and merchants in order to ensure loyalty programmes become even more relevant in everyday lives, as well as emerging technologies like NFTs and cryptocurrencies. Hosted by Tom Peace. Show Notes: 1) James Berry 2) Valuedynamx (Part of Collinson Group) 3) #216: Everyday Loyalty - Connecting Customers, Members and Merchants

Today’s conversation features our friends from the *Loyalty and Awards* conference, which is the largest annual conference dedicated to loyalty managers in the travel sector. Ahead of this year’s event in Rio de Janeiro, Ravindra Bhagwanani, shares his views on the state of the loyalty industry in 2023 and some of the key challenges he sees for loyalty practitioners in the travel sector.  These trends of course are also helping to shape the content and agenda for the Loyalty & Awards conference agenda being planned for our meeting in Brazil this October, so listen to hear the topics that I’m looking forward to hearing presented on stage this year. Ravindra also highlights some key improvements in this year's Golden Loyalty Awards, to inspire those of you who operate programs to enter your programs. Listen to enjoy some insights and inspiration on travel loyalty and the upcoming Loyalty and Awards conference with Ravindra Bhagwanani, Managing Director of Global Flight. Show Notes: 1) Ravindra Bhagwanani⁠ 2) Loyalty and Awards 3) Golden Loyalty Awards 4) Loyalty & Awards conference agenda

Fionna Ronnie is Head of Customer and Loyalty at The Foschini Group.  Whilst TFG is based in South Africa, it spans 5 continents, 26 countries and has 34 leading retail brands in its stable.  Its loyalty program, TFG Rewards,is the biggest in retail in South Africa with 30 million + members.Fionna shares KPI results, data strategies, customer centric retailing approach and how the Customer team are the life blood of TFG Rewards.  This team underpins everything driven for a future customer narrative of this extremely impressive retail group.Hosted by Amanda Cromhout. Show Notes:1) Fionna Ronnie 2) The Foschini Group3) TFG Rewards

Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas featuring  a conversation with Henry Christian. LinkedIn loyalty guru and independent loyalty consultant. Henry has many years of experience guiding brands and managing loyalty programmes throughout Asia.  Henry shares insights on the importance of speaking like a CEO, leveraging customer data and how A/B testing can prove valuable instead of making assumptions for members versus non-members. Henry shared strategies for membership retention and acquisition talks about a very important principle that loyalty is not a program, it is an outcome to expect from your customers. Hosted by Tom Peace. Show Notes: 1)  Henry Christian 2) LinkedIn Loyalty Post – Speak Like a CEO 3) #215: Loyalty Insights from Asia - Speak Like a CEO

Today’s episode features an award-winning Australian retail brand that has won recognition both as the “Innovation Champion of the Year” as well as being rated one of Australia’s COOLEST brands! Barbeques Galore is a nationwide speciality retailer that is dedicated to nurturing Aussie’s love of outdoor cooking and helping everyone “barbeque better”. We are joined by Mike Ainsworth, General Manager of Marketing and Customer with Barbeques Galore, who shares the insights behind their Barbeque Legends Club. As you will hear, this wonderful proposition uses the power of community, education and inspiration from Australian barbeque industry legends, to help their customers find even more joy and connection with their friends and families when they gather together around the barbeque flame! Listen to learn some truly innovative loyalty insights from Mike Ainsworth and the Barbeque Legends Club. Show Notes: 1) Barbeques Galore 2) Mike Ainsworth 3) Barbeque Legends Club

Today’s episode features Indonesia's GoTo Group, which is the largest digital ecosystem in the country. This Group is a publicly-traded company, and it combines on-demand services like ride hailing and food delivery, as well as e-commerce functionality and financial services under various brands. Their first platform is the first one in Southeast Asia to host these three essential use cases in one ecosystem, and it already captures a majority of Indonesian consumer household expenditure, which is even more impressive when you realise that Indonesia also enjoys the fourth largest population of any country on the planet! In 2022, the GoTo Group appointed Henry Christian as their SVP Head of Loyalty, and today he joins us to share the amazing opportunities and of course challenges of driving profitable behaviour change for such an exciting business with so many internal and external stakeholders to delight. Henry is truly a “global voice of loyalty”, so listen today to hear my conversation with Henry Christian from GoTo Group, all about driving loyalty for the largest technology brand in Indonesia. Show Notes: 1) GoTo Group 2) Henry Christian

In 2022 Shangri-La transformed their beloved Golden Circle loyalty program into a powerful direct-to-consumer platform, to include digital marketing, mobile and e-direct capabilities, social media and content development, rewards marketing operations and global brand partnerships. Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas featuring  a conversation with Kevin Siew, formerly Vice President and Head of Shangri-La Circle, the latest innovation from the Shangri-La International premium global hotel management group. Hear how they have crafted their latest proposition to further enrich their appeal to travellers of all ages and backgrounds, and allow for greater freedom and flexibility, including iconic lifestyle partnership. Hosted by Tom Peace.   Show Notes: 1)  Shangri - La Hotels & Resorts 2) Shangri-La Circle 3) Kevin Siew, Former Vice President and Head of Shangri-La Circle 4) #213: Relaunching The Shangri-La Hotel Rewards Program

Let’s Talk Loyalty today features Mastercard, who as well as being one of the world’s leading payment providers, are also in fact, one of the world's largest loyalty services providers. With so much global loyalty expertise, we were thrilled with the opportunity to meet Stephanie Meltzer-Paul, Mastercard’s Executive Vice President of Global Loyalty, who joins us today to share Mastercard’s latest announcement and partnership with Expedia called “Travel With Rewards”. Stephanie also shares her insights on some of the emerging trends in loyalty in 2023, garnered across the incredible roles she has held in her career to date, leading loyalty and driving performance for various multi-billion-dollar digital channels for some of the US market’s biggest hospitality and restaurant brands. Listen to learn from this inspiring conversation with Stephanie Meltzer-Paul, Executive Vice President of Global Loyalty with Mastercard. This episode is sponsored by Mastercard. Show Notes: 1) Mastercard 2) Stephanie Meltzer-Paul 3) Expedia 4) Travel With Rewards 5) Expedia Group and Mastercard turn everyday spending into extraordinary experiences

This episode of Let’s Talk Loyalty shares some early insights from one of the keynote speakers at this year’s Loyalty & Awards conference in Rio de Janeiro. CarTrawler is one of Ireland’s great technology success stories, and as a B2B technology brand that partners with many of the world’s leading airline loyalty programs to deliver their car rental proposition, we were delighted with the opportunity to chat with their Head of Loyalty - Heather Nolan. Listen to this episode to learn Heather's fascinating perspective on the principles of partnerships and driving loyalty in the travel industry, particularly for younger demographics who might not yet travel frequently enough to qualify for top-tier status and bonuses, yet who are incredibly important for the future growth and profitability of any airline. Show Notes: 1) CarTrawler 2) Heather Nolan 3) Loyalty & Awards - Rio de Janeiro

Circle K Ireland is a highly successful and well-known fuel convenience retail brand in Ireland, the market leader for food, fuel and convenience retail. Tune in to hear Tom’s summary from the original podcast hosted by Paula Thomas featuring  a conversation with Eadaoin Keane, Head of Marketing for Circle K Ireland who won the “Best Loyalty Programme 2021” from the Irish Loyalty Awards for their “Play or Park” programme.  Circle K’s "PLAY or PARK” loyalty programme features gamification, rewards and charitable contributions, benefits the members and business in equal measure. Listen to hear how Eadaoin and her team continue to build new campaigns within “PLAY or PARK” to support Irish Olympic athletes, connecting with customers through local community activations, growing the programme’s membership and ultimately winning the hearts of Irish customers. Hosted by Tom Peace.   Show Notes: 1) Circle K Ireland⁠ 2) Eadaoin Keane 3) Irish Loyalty Awards 4) "Play or Park" 5) #212: Circle K's Award-Winning "PLAY or PARK" Programme in Ireland

Today’s episode features a discussion with Eliot Hamlisch, the CMO of AMC Theatres, the largest movie theater chain in the world.  AMC has long been a leader and innovator in its category, where it pioneered the multiplex cinema and now has over 10,000 screens across nearly 1,000 theatres in the US and Europe. As CMO, Eliot oversees a range of important functions for the company, including its Stubs Insider, Premiere and A-List programs.  In the podcast, Eliot shares how the value of his experiences working with companies including American Express, Deloitte and Wyndham prepared him for the role at AMC and of course, the common thread of strategically having a focus on the customer translates into innovation and delivering measurable value.   You’ll also hear about how AMC also focuses on investors, and not just institutional ones but individual retail investors.  There’s a program for them too, called AMC Investor Connect.   Learn how committed leadership and a big brand translate into opportunities to innovate, grow and deliver a great experience for customers and other stakeholders.   Hosted by Phil Rubin. Show Notes: 1) Eliot Hamlisch⁠ 2) AMC Theatres 3)  Adam Aron - AMC Theatres CEO ⁠on Twitter 4) AMC Investor Connect.   

Lindsay Eichten is a seasoned loyalty executive across multiple industries, but in her role as Director CRM, Loyalty & Media, she leads a small team to deliver the launch of Fridays Rewards for the iconic brand, TGI Fridays.  Lindsay highlights that loyalty is a key strategic initiative for TGI Fridays, which therefore means she has the support and the focus on her team’s deliverables in this role.  She emphasizes how starting the change management process with the chain’s front line staff has been critical to understand what makes a great restaurant loyalty experience and to get the buy in from the team at the front line.  Finally, Lindsay supports how important it is to secure the right technology partner, which can work on a global scale for a brand as expansive as TGI Fridays. Hosted by Amanda Cromhout. Show Notes: 1) Lindsay Eichten 2)  TGI Fridays 3)  NEW Fridays Rewards 4)  Data Delivers

Yesway is one of the fastest-growing convenience chains in the United States, and was voted the U.S. Convenience Chain of the Year in 2021. Tune in to hear Tom’s summary from the original podcast hosted by Paula Thomas featuring one of the leading marketers in U.S. convenience retail, Derek Gaskins, Chief Marketing Officer of Yesway. Derek shares the exciting challenge of keeping customers loyal while acquiring new stores with products that customers love, and building a leading retail brand that combines the best of them all. He also explains how Yesway have embraced loyalty at the heart of their business, and how they are leveraging their award-winning “Yesway Rewards” program to support their ambitious growth. Hosted by Tom Peace Show Notes: 1) ⁠Yesway⁠ 2) Derek Gaskins⁠ 3) Yesway Rewards 4) #204:  Loyalty Lessons from "USA Convenience Chain of the Year" - Yesway

This episode features a multi-award-winning loyalty program from one of the leading retail, entertainment and hospitality conglomerates in the Middle East region. Majid Al Futtaim was founded in 1992 and now employs more than 43,000 people, operating a portfolio of more than 270 outlets in 15 countries, including 25 shopping malls and 13 hotels, as well as holding the exclusive franchise for Carrefour supermarkets in 37 markets across the Middle East, Africa and Asia. With such a huge portfolio of lifestyle brands, designing, developing and executing a successful loyalty program was an immense challenge for the group and yet, they have achieved huge success for this complex yet compelling multi-brand programme. Joining me today to announce their latest awards and share some of the insights for the “Share” customer loyalty program is Kashmira Motiwalla, Group Head of Loyalty for the Majid Al Futtaim Group, based in Dubai. Show Notes: 1) Kashmira Motiwalla 2) Majid Al Futtaim Group 3) Majid Al Futtaim Group's "Share" latest awards - The Marketing Society UAE

This episode focuses on the pan-European loyalty programme, Samsung Members, featuring expert commentary from Cathryn Lodwidge and Laura Moore. Laura is the European Head of Customer Data-Driven Marketing Retention & Loyalty and Cathryn is the European Cross Channel Retention Lead at Samsung Electronics. They are very passionate about developing and delivering global loyalty solutions that delight customers across multiple markets and, under their stewardship, Samsung Members has gone from strength to strength. They are key contributors to the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets.  Listen to learn about Samsung Members – what the programme proposition is, what the big new news is and how the programme adapts its approach to different local market needs across Europe. Hosted by Charlie Hills.  Show Notes: 1)  Cathryn Lodwidge 2) Laura Moore 3)  European Loyalty Whitepaper 4) Mando-Connect  5) YouGov

In March 2022 Mando-Connect and YouGov launched their first report, “What Brits Want From Loyalty Programs Now“. This comprehensive, independent research analyses the topics, attitudes, opinions and behaviours that are driving the loyalty industry today in the UK, one of the most sophisticated and diverse markets for the loyalty industry worldwide. In this week’s episode of Let’s Talk “a little” Loyalty, Tom reviews the learnings from last years reports and looks at where we are a year on.  Tune in to hear Tom’s summary from the original podcast hosted by Paula Thomas and featuring Charlie Hills from Mando-Connect alongside Nick Fishbourne from YouGov. Hosted by Tom Peace Show Notes: 1) Mando-Connect 2) YouGov⁠ 2) Charlie Hills  3) ⁠Nick Fishbourne  4) “What Brits Want From Loyalty Programs Now” Research Report 5) #203: Groundbreaking Research on What Brits Want From Loyalty

This episode features one of the loyalty industry’s leading strategy experts! Shannon Ottinger is the Vice President of Loyalty Consulting at Epsilon, based in Atlanta, and in this episode, she shares some extraordinary experience and insights on the key loyalty concepts that brands are excited about in our industry in 2023. Listen to hear how Epsilon is helping clients begin to measure *emotional* loyalty, a concept we all know is absolutely critical to focus on with our members, but it can be extremely hard to create emotional loyalty and even harder to measure it!   Shannon also shares how brands are thinking about localizing their global loyalty strategies as well as other exciting examples of some exceptional loyalty programs she admires around the world. This episode is sponsored by Epsilon. Show Notes: 1) Shannon Ottinger 2) Epsilon 3) Forrester Research Report: Epsilon named a Leader in The Forrester WaveTM: Loyalty Technology Solutions, Q1 2023

This episode is focused on the role of customer communications in driving customer loyalty. Rick Ferguson is a loyalty thought leader, with proven success in transforming traditional corporate communications into innovative, storytelling content across multiple platforms on a global scale. Today, he shares insights from his more than 20 years’ experience, including a reminder of the three fundamental drivers of customer loyalty - trust, commitment and reciprocity. We also discuss how our member communications can drive emotional loyalty - a lever that's often neglected as a way to optimize our programs.                                                                    Show Notes: 1) Rick Ferguson 2) Phabolousity

Loyalty programmes are traditionally designed to retain customers, but rarely is that incredible data used by marketing teams to inform how they run acquisition campaigns to ensure they focus on “profitable” new customers – quality over quantity! This technique has proved invaluable as cookies have disappeared from the toolset that digital marketers have relied on for so many years. In this week’s episode of Let’s Talk “a little” Loyalty, Tom showcases how we can all use the data and profiles of your most valuable loyalty programme members to help acquire new customers with the same profit potential, from the original podcast hosted by Paula Thomas and featuring Joseph Taylor, previously SVP of Strategic Consulting and Operations for Epsilon. Joseph shares real case studies and examples of brands who have already leverages this clever idea – so you can too! Hosted by Tom Peace Show Notes: 1) Joseph Taylor 2) Epsilon Guide to Personalisation 3) ⁠Epsilon 4) #201: Leveraging Known Customer Data to Acquire New Members

Today we are showcasing lessons and learnings from this year finalists who are each hoping to win one of the highly prestigious “International Loyalty Awards” being announced in London in June 2023. Our guest is David Parker, the Chair of the Judging Panel for the Awards. David is the CEO of Polymath Consulting, and an active fintech investor and advisor, with many years of expertise across some of the world’s best-known advertising agencies and building loyalty programs in global markets. David joins us to highlight the exciting trends that emerged from this year’s highly anticipated judging day.  I hope you enjoy his insights from the Finalists of the 2023 International Loyalty Awards. Show Notes: 1) David Parker 2) Polymath Consulting 3) International Loyalty Awards

ASDA is one of the UK's biggest grocery retailers, and in late 2022, with over seventy years already as a market leader, ASDA launched its first loyalty programme. ASDA Rewards is undoubtedly one of the most exciting loyalty programme launches in recent memory, given how well-known and well-loved this brand is with the British public, and it’s the last of the big grocery retailers in the country to launch a loyalty proposition. In this episode we meet Matt McLellan, a Vice President for Asda in the UK, who shares the thinking, approach and intentions for ASDA Rewards, and its "Pounds Not Points" proposition. Listen to learn how clearly this brand is devoted to delighting its customers, and how it's leveraging the power of data and creating a dialogue with its customers in order to achieve that. Show Notes: 1) Matt McLellan 2) ASDA 3) ASDA Rewards

Circle K operates the largest global network of car washes, with more than 2,750 units worldwide and their subscription based loyalty program is hugely popular and successful. In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights a niche, but highly successful subscription based loyalty program for Circle K car wash, from the original podcast hosted by Paula Thomas and featuring Lars Hecht, who leads the car wash category globally. Circle K’s commitment to innovation has been the driving force of this dramatic evolution for the car wash industry, so listen to hear the complex and compelling journey they’ve been on to ensure the success of this new business model. From subscription insights to beacons, we discuss fascinating technology innovations that engage customers, increase trip frequency and create a powerful opportunity for recurring revenue. Hosted by Tom Peace Show Notes : 1) Circle - K 2) Lars Kiib Hecht 3) Circle -K - Unlimited Wash 5) 200: Circle K's Subscription Car Wash Loyalty Programme

Today's episode of Let's Talk Loyalty celebrates Epsilon's success as a Leader in The Forrester Wave (TM) Loyalty Technology Solutions for Q1 2023. This is one of the industry’s most respected reports, designed to help marketers around the world assess loyalty technology providers. To help share this success story, I'm joined today by two senior executives from Epsilon based in the UK. Valerie Popeck is Epsilon EMEA's Senior Director of Strategy & Insights and we are also joined by Dave Allen, Epsilon’s Group Commercial Director - both across the EMEA region. In today’s conversation, we discuss key global challenges for loyalty professionals, including the all-important topic of measurability for loyalty investments, as well as the importance of managing expectations with internal stakeholders on what a loyalty program can deliver and when! Listen also to hear details of your FINAL opportunity to enter our “Loyalty Lab competition” for the chance to win a complimentary workshop with Epsilon’s loyalty experts. Show Notes: 1) Valerie Popeck 2) Dave Allen 3) Epsilon 4) The Forrester Wave (TM) Loyalty Technology Solutions for Q1 2023 5) “Loyalty Lab competition” 6) Book: The Five Love Languages by Gary Chapman

Today’s episode is a case study of leadership, a commitment to customers and other stakeholders – including the environment – and how a modern, learning organization created not just a new business, but the leading business in its category.  In less than five years, URBN Brands’ Nuuly has gone from a concept to the leading company in the clothing rental subscription business, surpassing Rent the Runway in terms of the number of subscribers.   Nuuly’s Kim Gallagher shares the story of how URBN identified a new business opportunity through customer insights that leveraged its core competencies – including its enlightened leadership team and the broader, supportive organization – and the not purely incidental benefit of a clothing business with more social responsibility in terms of sustainability.   It's an inspiring lesson that the power of customer-led innovation, a willingness to take risks (especially amid the COVID pandemic) and a leadership team that empowers a learning organization can do great things that benefit all stakeholders in a pretty short period of time. Hosted by Phil Rubin. Show Notes: 1) URBN Brands 2) Nuuly 3) Kim Gallagher