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 compete with global hospitality brands, while still operating independently and giving consumers the opportunity to earn rewards across their many brands. In this episode of "Let's Talk Loyalty", we are 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.  Learn how GHA evolved just prior to the global pandemic, and how they responded to the pandemic with "Live Local" offers as well as finding more ways to reward travellers.  Show Notes: 1) Kristi Gole, VP, Head of Product at Global Hotel Alliance 2) GHA's DISCOVERY guest recognition programme

In this short summary episode of "Let's Talk Loyalty", we looked back on an episode from early 2021 when we talked about loyalty programmes as they evolved during the global pandemic, in an insightful conversation with Ashish Sinha, Managing Director of Epsilon APAC & MEA. While some brands did their utmost to be extraordinarily helpful to consumers in that particularly difficult time, others overloaded their members with offers and deals that they didn't want or couldn't afford to redeem.  Listen to enjoy some unique Epsilon insights on how true customer loyalty can be earned. Show Notes: 1) Episode #80: Loyalty Trends in APAC by Epsilon's Ashish Sinha 2) Ashish Sinha, Managing Director - Epsilon APAC & MEA

In this episode, James Berry, Commercial Director, Valuedynamx at Collinson shares game-changing concepts he believes are becoming pivotal for loyalty professionals. James and his team work with brands to create loyalty programmes that are engaging, relevant and increasingly valuable to customers.  In this episode, we discuss 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.  We also talk about opportunities working with emerging technologies like NFTs and cryptocurrencies. This episode will help you understand the latest innovative strategies for post-pandemic consumers. This episode is sponsored by Valuedynamx ( Part of Collinson Group) Show Notes: 1) James Berry, Commercial Director, Valuedynamx at Collinson on LinkedIn 2) Collinson

Today's episode of "Let's Talk Loyalty", features LInkedIn loyalty guru and independent loyalty consultant, Henry Christian. Henry has many years of experience guiding brands and managing loyalty programmes throughout Asia and talked with us about some of the valuable lessons he has learned over the years. He shared his 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 nonmembers.  Henry shared strategies for membership retention and acquisition and we also found out a surprising 'favourite loyalty programme' that has never been mentioned before! Henry also shared a very important principle that loyalty is not a program, it is an outcome to expect from your customers. Show Notes: 1) Henry Christian, Independent Consultant with HC Loyalty Advisory on LinkedIn 2) LinkedIn Loyalty Post - Speak Like a CEO

In today's short summary show, "Let's Talk Loyalty" looks back on an interview with Suri Singh, Head of Loyalty for Emirates National Oil Company (ENOC) about their digital-only loyalty program that works across their convenience stores, car washes, food and beverage brands, and even their car registration business. We talked about how ENOC has managed to connect with it's customers given the unique consumer culture in the UAE, and how their loyalty programme has created compelling opportunities for cross-selling across brands, with the power of the customer data they collect. If you work in loyalty marketing, particularly in retail, and particularly if your brand is thinking of starting a loyalty program, then this episode is definitely a must listen. Show Notes: 1) Episode #78: Yes Rewards from ENOC - Fuel, Food & Convenience Loyalty in UAE 2) Sury Singh, Head of Loyalty from Emirates National Oil Company (ENOC) 

In today's episode, "Let's Talk Loyalty" talks with Kevin Siew, Vice President and Head of Shangri-La Circle, the latest innovation from the Shangri-La International premium global hotel management group. Shangri-La recently transformed their beloved Golden Circle loyalty program as 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. 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 partnerships. Show Notes: 1) Kevin Siew, Vice President and Head of Shangri-La Circle 2) Shangri-La Circle

This episode of "Let's Talk Loyalty" features 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 Ireland is a highly successful and well-known fuel convenience retail brand in Ireland, the market leader for food, fuel and convenience retail. Having inherited the "PLAY or PARK" loyalty programme from the previous business owner, Circle K has continued the programme and further invested in the proposition.  That strategy has ensured that this award-winning programme, featuring 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.  Show Notes: 1) Eadaoin Keane, Head of Marketing for Circle K Ireland  2) Circle K "PLAY or PARK" programme

In this short summary show, "Let's Talk Loyalty" revisited an episode with Len Llaguno, founder of Kyros Insights. Len uses his professional training as an actuary to assess loyalty programmes not in terms of liability, but profitability and possibility.   We talked about why redemptions are such a signal of a strong programme and an investment in the company's long-term success.  Len also shared how brands should employ a "customer-first" mentality and also segment their customers to maximize the effectiveness of their loyalty programmes.  Show Notes: 1) Episode #76: Loyalty Programme Liability Management - Len Llaguno, Founder of Kyros Insights 2) Len Llaguno, founder of Kyros Insights

Cheetah Digital's 2022 Digital Consumer Trends Index was recently released and reveals what consumers expect from the brands they do business with.  "Let's Talk Loyalty" was joined by Tim Glomb, VP Content & Data with Cheetah Digital, to learn about the latest research, which features insights from over 5,000 consumers across seven countries. Tim highlighted the findings that he found most fascinating, including increased consumer desire for personalization at every stage of the customer lifecycle.  We also heard about consumer privacy concerns and communication preferences by age groups. Tim reminded us that even the biggest brands are constantly reviewing and evolving their strategies and reminded us that we can learn and grow from each other when we're up to date and informed by clear understanding of key consumer priorities.  This episode is sponsored by Cheetah Digital. Show Notes: 1) Tim Glomb, VP Content & Data with Cheetah Digital 2) Cheetah Digital's 2022 Digital Consumer Trends Index 

The Loyalty & Awards Conference is the largest international loyalty conference for the travel industry. In this episode of "Let's Talk Loyalty", we are joined by Ravindra Bhagwanani, Chairman of Loyalty & Awards, all about the exciting plans for this year’s event taking place in October in Madrid. Ravindra shares his extensive loyalty industry experience and his love of airline loyalty marketing, and how the conference came to life almost 18 years ago. Listen to hear what you can expect from this year's event - THE premier place to be for travel loyalty experts, offering superb opportunities to learn from exceptional industry leaders and connect with your loyalty industry colleagues. Show Notes: 1) Ravindra Bhagwanani, Managing Director at Global Flight and Chairman of Loyalty & Awards 2) Loyalty & Awards conference website

In this short summary show, "Let's Talk Loyalty" looks back on an interview with Mark James, the CEO of Customology in Australia who shared some insightful outcomes of some consumer research he had conducted in early 2021.  Mark shared the challenges for loyalty marketers when new customers are prioritised over existing ones with better offers.  Mark also shared some insights on the most effective communication strategies to keep customers happy and engaged. Show Notes: 1) Previous Episode: #74: Australian Consumer Loyalty Research - Mark James CEO Customology 2) Mark James, CEO, Customology

The "Australian Loyalty Association" (ALA) is the highly respected organisation that provides thought leadership, education and networking opportunities to those working in the loyalty industry in Australia, New Zealand and increasingly throughout the Asia Pacific Region.  In this episode, "Let's Talk Loyalty" is joined by Sarah Richardson, Founder and Advisory Board Chair of the Australian Loyalty Association to hear all about their expansion plans and upcoming events. Together, we announce our content partnership for "Let's Talk Loyalty" to provide exclusive podcasts for the "Australian Loyalty Association" and help ensure even more outstanding and relevant content for loyalty professionals across the Asia Pacific region.  Show Notes: 1) Sarah Richardson, Founder and Advisory Board Chair, Australian Loyalty Association on LinkedIn 2) Australian Loyalty Association website 3) Episode #21: Loyalty Lessons from Australia

This episode is all about The Loyalty Academy and the latest updates and in-person workshops to become a "Certified Loyalty Marketing Professional™️" (CLMP). Mike Capizzi, Dean and Director of Education at The Loyalty Academy joins us to share their latest Loyalty Academy news, as in-person training workshops return in key cities around the world. In today's show, we also announce a NEW scholarship and competition for one lucky listener to win a FREE “Certified Loyalty Marketing Professional” accreditation either in person or online. Listen to hear how to enter.  Show Notes: 1) Let's Talk Loyalty CLMP Workshop Scholarship Information and Application due XXX, 2022 2) Mike Capizzi, Director of Education, The Loyalty Academy 3) The Loyalty Academy  4) Scholarship Competition from "Let's Talk Loyalty" and The Loyalty Academy 

"Let's Talk Loyalty" is today looking back on our conversation with IKEA's global vice president of loyalty, Aaron Mitchell.  As one of the world's most iconic retail brands, IKEA boasts 156 million members of its Family Club worldwide, a programme that brings the very best of the IKEA brand to its customers.  The IKEA Family Club focuses on community and creating emotional loyalty with customers, with the intention to create value, deepen relationships and personalize interactions with customers.  Listen to learn what we learnt from Aaron Mitchell and IKEA. Show Notes: 1) Episode #70: Ikea Family Club with Aaron Mitchell - Global VP Loyalty 2) Aaron Mitchell on LinkedIn

Today "Let's Talk Loyalty" talks with one of the leading marketers in U.S. convenience retail, Derek Gaskins, Chief Marketing Officer of Yesway. Yesway is one of the fastest-growing convenience chains in the United States, and was voted the U.S. Convenience Chain of the Year. Gaskins shares the exciting challenge of keeping customers loyal while acquiring new stores and products that customers love, and building a leading retail brand that combines the best of them all. He also explains how his team have embraced a mindset of loyalty from the start, and how they are leveraging their award-winning "Yesway Rewards" program to support their ambitious growth plans.  Show Notes: 1) Derek Gaskins on LinkedIn 2) Yesway Rewards

Today "Let's Talk Loyalty" discusses the latest loyalty insights from a brand new research 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. Join us to hear from the brains behind this research report, Charlie Hills from Mando-Connect alongside Nick Fishbourne from YouGov who together share what they loved and learnt through this latest research after two years of turmoil and changing consumer behaviour! Show Notes: 1) Charlie Hills  2) Nick Fishbourne  3) "What Brits Want From Loyalty Programs Now" Research Report 4) YouGov research regarding the situation in Ukraine 

In this short summary show, I look back on an interview exploring “mindful marketing” and how it relates to loyalty from an interview with Maths Mathisen, founder & CEO of an innovative app designed to promote loyalty for brands in the age of digital distraction and addiction. The HOLD app uses the power of gamification to help FMCG brands and retailers compete in the “war of attention” by rewarding users for putting down their devices and focusing on the things they decide are most important.  An interesting way of engaging consumers for dis-engaging! Show Notes: 1) #68: Mindful Marketing & Loyalty Insights from Scandinavia 2) Maths Mathisen, founder & CEO, HOLD 3) HOLD app

In this episode, we talk with Joseph Taylor, SVP of Strategic Consulting and Operations for Epsilon and hear how to use the data and profiles of your most valuable loyalty programme members to help acquire new customers with the same profit potential.  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 powerful new idea will prove invaluable as cookies disappear from the toolset that digital marketers have relied on for so many years. Joseph shares real case studies and examples of brands who have already leverages this clever idea - so you can too!  This episode is sponsored by Epsilon. Show Notes: 1) Joseph Taylor, SVP of Strategic Consulting and Operations for Epsilon 2) Epsilon Guide to Personalisation

As we celebrate our 200th episode, we discovered the power of subscriptions to drive loyalty in the car wash category in an insightful interview with Lars Hecht, who leads the car wash category globally for Circle K, one of the world's best known fuel and convenience retailers.  Circle K operates the largest global network of car washes, with more than 2,750 units worldwide.  Having discovered the power of subscriptions to drive recurring revenue, Lars joined "Let's Talk Loyalty" to share some of Circle K's loyalty learnings, in particular the challenges of designing and launching a car wash subscription loyalty program across such varied markets as the US, Canada and Europe.   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. Show Notes: 1) Lars Hecht, Global Lead Category Director for Circle K 2) Circle K Car Wash Subscription website 3) Referenced in episode: Adam Schaffer, Co-Founder & Managing Partner at Ellipsis & Company

In today's short show, we review our interview with Ali Cudby, author of "Keep your Customers" and Managing Director of Alignmint Growth Strategies. From customer-focused mission statements to subscription programs, this episode reminds us how small to mid-sized companies can engage with customers with even greater clarity and focus than larger ones, and enjoy greater loyalty outcomes as a result. Show Notes: 1) Episode #67: Loyalty for Small Companies - Driving Lucrative Loyalty 2) Ali Cudby, Founder and CEO, Alignmint Growth Strategies

In today's episode, we talk with one of the most creative and insightful practitioners in the loyalty industry with a deep understanding of business issues and how to use loyalty mechanics to solve them.  Billy Loizou is the Vice President, Go To Market APAC at Cheetah Digital and an advisory member of Australian Loyalty Association. Billy shared a great case study using NFTs to build customer loyalty, and why loyalty is perhaps the most important tool for any marketer in 2022 as cookies become obsolete.  As privacy rules go into effect and marketers need to revisit traditional customer engagement techniques, we discussed other options that can lead to successful customer acquisition and recurring revenue. This discussion includes some great case studies of innovative companies really pushing the envelope with their customer loyalty programmes. This episode is sponsored by Cheetah Digital. Show Notes: 1) Billy Loizou on LinkedIn 2) "Created for Marketers by Marketers" podcast 3) Cheetah Digital

Today's guest, Tomasz Makaruk, holds a Ph D in Marketing and has spent more than a decade specialising in loyalty. In this episode, we will hear a comprehensive overview of the loyalty industry in his home country of Poland, which has more than 130 business-to-consumer loyalty programs. While it's still a relatively young market, many loyalty programs in Poland are innovative, competitive and progressive. Tomasz frequently publishes articles on his marketing blog, talking about the most interesting and complicated issues he sees when creating and managing loyalty programmes.  Enjoy this episode to learn all about the loyalty industry in Poland. Show Notes: 1) Tomasz Makaruk 2) Marketing Business Blog

In this short summary show, we look back on an interview with Mala Raj discussing the key statistics that every loyalty marketer should be measuring, and what success looks like across key industries like retail! Listen to learn key insights from this loyalty expert from India, a market that's continuing to thrive in so many ways.  Show Notes: 1) Episode #66: Loyalty Statistics & Loyalty Programme Performance in India - What Does Success Look Like 2) Mala Raj, Loyalty and Customer Strategy Specialist, Managing Partner Strategic Caravan International 3) Mala’s LinkedIn post on World Statistics Day as referenced in both episodes

In this episode, we explore the latest lessons from Virgin Red, the loyalty programme for the Virgin group as it continues its impressive global growth. Launched in the U.K. initially and expanding now to the U.S. market, we spoke with Andrea Burchett, International & Strategic Development Director at Virgin Red about the global rollout and future intentions of the program. Virgin's programme is described as the "red thread" that connects this diverse group of companies, and delivers on the extraordinary expectations that members expect, to ensure this international loyalty programme becomes as well loved as the Virgin brand is across the globe. Show Notes: 1) Andrea Burchett, International & Strategic Development Director at Virgin Red 2) Virgin Red 3) Audio correction: Virgin Points (the currency) was launched in September 2020 and the Virgin Red programme launched slightly later in November.

Air Canada has reimagined their points promise, offering flexible and unique rewards unlike any other airline. In this episode, we talk with Derek Whitworth, Managing Director of Marketing & Loyalty Optimization at Air Canada, about the incredible relaunch of the Aeroplan rewards programme. Aeroplan won the prestigious "Golden Loyalty Award for Excellence in Management" in 2021 and is beloved by Canadians. In this episode, we discuss the new Aeroplan proposition, with impressive new partners, unique upgrade awards and a host of new options for members. This is a can’t-miss episode for airline enthusiasts and loyalty professionals alike. Show Notes: 1) Derek Whitworth, Managing Director, Marketing & Loyalty Optimization at Air Canada 2) Air Canada's Aeroplan

In this short summary show, I look back on my 2020 interview with Paul Smitton, CEO of Asia Miles with Cathay Pacific Airways. Paul shared Cathay Pacific Airways innovative ways of retaining and engaging customers and some of the latest ideas and enhancements of their impressive Asia Miles program. Show Notes: 1) Episode #65: Paul Smitton talks Asia Miles, Innovative Ideas in Airline Loyalty and Preparing for Travel's Inevitable Rebound 2) Paul Smitton, Director Customer – Lifestyle at Cathay Pacific Airways 3) Cathay Pacific Airways 4) Episode #189: Cathay Pacific Airways Launches Lifestyle & Wellness Innovations

Being a professional loyalty professional can be a lonely job in a big corporation, but by growing our network and community through thought leadership and idea sharing, we can all grow together. In this episode, we are getting to know our newest show partner, The Loyalty People's Managing Director Tom Peace, who will collaborate with us on regular interviews going forward.  The Loyalty People is a global strategic consultancy with a laser focus on loyalty and CRM, producing brilliant award-winning programmes. As a result of our new collaboration, we'll hear from many of their successful clients in the coming year! Show Notes: 1) Tom Peace, Managing Director, The Loyalty People 2) The Loyalty People website

Let's Talk Loyalty is growing in 2022 and I wanted to share a quick update with you about our newest partner which includes more fascinating interviews with loyalty experts around the world. Thank you for supporting our show and hope you will enjoy all that we have in store for you this year!  As always, please send me feedback and guest and topic ideas to [email protected] and don't forget to subscribe for updates when each new episode releases.

In this short summary show, I look back on an interview with Assistant Professor of Marketing at Emory University, Dan McCarthy, about key marketing topics that loyalty marketers love, such as measuring the lifetime value of customers and predicting future spend.  In that interview, we also talked about his exciting new tool for investors and leadership teams - called Customer-Based Corporate Valuation.  This innovative framework offers a comprehensive approach to connecting the loyal behaviour of customers with the overall valuation of the firm! A huge leap forward for our industry.  Professor McCathy also shared his insights on the Pareto Principle as well as the consumer behaviour changes he saw emerging as a result of the pandemic. Show Notes: 1) Episode #64: Customer Based Corporate Valuation - Daniel McCarthy of Emory University 2) Daniel McCarthy is the assistant professor of marketing of Emory University 3) Article: How to Value a Company by Analyzing Its Customers, Harvard Business Review

Hong Kong's Cathay Pacific Airways recently celebrated 75 years of flying, and in this episode, we hear about their latest innovations from Paul Smitton, Director of Customer - Lifestyle at Cathay Pacific Airways.   Paul explains Cathay's new brand positioning, as well as its newly-launched lifestyle proposition and insurance product, which focuses on total wellness, rewarding its members with air miles for setting and achieving health and nutrition goals.  Along with merging their two loyalty programmes in to one, Cathay is also exploring innovative new ways to engage with fliers and members through WhatsApp, virtual reality and social channels.  Cathay is an increasingly innovative brand, with plenty of insights to inspire ideas for you too! Show Notes: 1) Cathay Pacific rewards programme 2) Paul Smitton, Director Customer - Lifestyle at Cathay Pacific Airways  3) CORRECTION: Within the episode, Paul mentions ‘HKSARG’ as ‘semi-autonomous region’, and it should have been referenced as ‘special administrative region’. 

In this short summary episode, I am looking back on an interview with George Mendes, Chief Officer Consumer Business with Vodacom in South Africa. Launched in mid-2020, I spoke with George just a few months after the launch of VodaBucks, a programme that researched the best loyalty concepts from around the world in order to develop a winning strategy.  The programme includes impressive partnerships with a portfolio of brands across the country, using gamification to engage customers in a very economically diverse country. Show Notes: 1) Episode #63: Vodacom South Africa Launches Vodabucks 2) Jorge Mendes - Chief Officer: Consumer Business, Vodacom Group Exco Member 3) Vodacom 4) VodaBucks loyalty

Microsoft is one of the world’s most successful companies in technology, entertainment and in recent years, a leading platform in gaming.  This week's episode of "Let's Talk Loyalty" features Adam Grupp, Director of Microsoft Rewards, who leads the company’s loyalty proposition. Microsoft Rewards engages members for gaming online, through Xbox as well as its Bing search site, where users earn rewards that can be redeemed for in-game activities, passes and charitable contributions.  Hear how Microsoft Rewards thinks about loyalty and Adam's insights on key future trends for loyalty professionals to consider.  Show Notes: 1) Adam Grupp, Director of Microsoft Rewards, Microsoft 2) Microsoft Rewards

In this short summary episode, I am looking back on a fascinating episode I conducted with Jonathan Hopkins of Sonder Media, all about the revenue potential for loyalty programmes to leverage some of their customer relationships and permissions as media channels. From American Express to Virgin Australia, I learned about some of the incredible work that is being done to unlock the billions of dollars of media value that is often left untapped. If you are not yet aware of the inherent media value within your loyalty programme, this episode will share insights on how these assets can be used for commercial gain. Show Notes: 1) Episode #62: The Value of Loyalty Members as a Media Asset 2) Jonathan Hopkins, Founding Partner, Sonder 3) SonderMedia.com

Points for Good is a programme partner for brand loyalty programmes that allow customers to donate reward points toward a social purpose. Started in India as Points for People and expanding globally, in this episode we learned about the drivers behind this impactful programme from Brian Almeida, Founder of Points for Good. Brands have long partnered with charities, but keeping the relationship successful long-term can be a labor-intensive task. This programme offers connections to more than 14 global charities helping children, animals, the environment and more. With more than 1,000 corporate users, Points for Good, along with brand partners and users, is making a positive difference in the world. With a flexible platform that allows brands to customize the points structure and the charities offered, Points for Good is a great choice for loyalty managers with proven experience that satisfies an emotional loyalty connection with customers.  Show Notes: 1) Brian Almedia, Founder, Points for Good  2) Points for Good website 

Yuu Rewards is the first coalition loyalty program ever launched in Hong Kong and we had the opportunity to speak with Chief Operating Officer and loyalty expert, Mark Sage, about the amazing success of the program. In this short summary episode, we look back on lessons learned when launching this massive program in a very short time in the middle of a global pandemic. Show Notes: 1) Mark Sage, Chief Operating Officer, Yuu Rewards 2) Yuu Rewards

In this week's episode, we explore the launch of a customer reward program by Denmark's largest retailer. We are joined by Andras Szocs, Head of Customer Programs and Center of Excellence for The Salling Group.  As Denmark's largest retailer, The Salling Group serves over 11 million customers per week and operates more than 1,400 retail locations including restaurants, discount and grocery stores and coffee shops.  Szocs led development and execution of a new customer program in mid-2020.  Hear how they arrived at taking the less traditional route with this company-wide, fully-integrated digital marketing program, while keeping the program unique to the brands.  Weaving in digital payments, coupons and gamification into the individual brand apps, The Salling Group apps have more than 1.2 million users in just over one year. This episode is sponsored by Cheetah Digital. Show Notes: 1) Andras Szocs, Senior Director and Head of Customer Programs and Center of Excellence for The Salling Group 2) The Salling Group

BP is one of the world’s largest oil companies, operating service stations in nearly every corner of the world. In this short summary episode, I am reflecting on an interview I had with Olivier Martinet, who led BP’s loyalty initiatives for more than a quarter century. We look back on lessons he learned when rolling out digital marketing campaigns, loyalty programs and mobile integrations in both emerging and mature markets. Show Notes: 1) Interview Episode #60: BP Discusses Driving Loyalty in Fuel & Convenience Globally 2) Olivier Martinet, former VP Global Retail Consumer Data Analytics and Use Case Governance, Insights & Loyalty, BP 3) BPme

The global loyalty landscape has dramatically shifted in the wake of the global pandemic. Customers think differently, privacy laws and policies have changed and mobile adoption has skyrocketed.  Brands must continuously evaluate their programme offers to best fit with how consumers behave and the upcoming 2022 International Loyalty Awards will recognize those brands who have excelled at doing just that in 2020 and 2021. Recently rebranded from the Loyalty Magazine Awards, Annich McIntosh takes the Awards onto the international stage to better represent the global influence of brands and bring even more inspiring and innovative stories to the 2022 Awards ceremony.  Beyond traditional programme categories, the Awards will also recognize individuals dubbed the "Loyalty Royalty" in the "30 Under 40" category as well as teams or individuals in the "Industry Personality or Organisation for 2022" category. Find out the key dates to enter these Awards, reasons to enter and some top tips for ambitious loyalty professionals focused on achieving international recognition for their work.  Show Notes: 1) International Loyalty Awards 2) Annich McIntosh, Editor and CEO, Loyalty Magazine Group 3) International Loyalty Awards Call for Entries Booklet 2022

In this short summary episode, I looked back on an episode with two rising Epsilon executives, Tamara Oliverio and Julie Smith, to hear about how brands can assess and evolve their loyalty programmes to stay successful with consumers in this rapidly changing time. I revisited key takeaways from that episode that will help retailers and brands further engage with customers by focusing on having a strong mobile platform, offering contactless payments and simplifying the overall customer experience across all touchpoints.  We also discussed ways to increase emotional loyalty with customers and therefore increase their as well as "share of heart" as well as "share of wallet".  Be sure to also listen to the full episode to learn more great tips and trends to ensure loyalty programme success. Show Links: 1) Interview Episode #59: Epsilon Talks 121 Loyalty, Contactless Loyalty and Emotional Loyalty 2) Epsilon.com 3) Tamara Oliverio, Vice President of Strategic Consulting, Epsilon 4) Julie Smith, Vice President of Strategic Consulting, Epsilon

Join us to discover the Irish Loyalty Summit and Irish Loyalty Awards 2022, with Eileen McGuinness, Co-Founder of the Irish Loyalty Awards.  The Summit features globally recognised loyalty speakers with deep knowledge of the loyalty marketing industry and will be of interest to loyalty practitioners in the UK, Europe and even further afield. Featured speakers include experts from Bond, The Loyalty Academy and others to talk about the power of customer loyalty and explore the role of loyalty marketing in the age of disruption. The Irish Loyalty Awards are returning to an in-person celebration to recognize Irish businesses that have demonstrated loyalty industry excellence at the heart of their businesses.  Show Notes: 1) Irish Loyalty Awards and Summit    2) Eileen McGuinness, Co-Founder, Irish Loyalty Awards 3) Marian Kelly, Co-Founder, Irish Loyalty Awards 

In this short summary, I looked back on an episode with a Comarch executive, Sidney Dunn to hear this global loyalty technology leader share some key trends and insights he is hearing from their clients. Comarch works with global powerhouse brands like BP, ADNOC Petroleum and Costa Coffee to deliver world-class loyalty solutions to their customers. From the collection and analysis of data insights using machine learning, AI and social mining to support program execution, the short show features the ideas I found most valuable in my interview with Sid and of course, be sure to listen to the full episode for other great ideas. This episode is sponsored by Comarch. Show Links: 1) Interview: #58: Global Loyalty Insights from Comarch's Sidney Dunn 2) Comarch.com 3) Sidney Dunn

In this episode, I talk with Robbie Kellman Baxter, the world's leading expert on subscription pricing and membership models. Robbie is a bestselling author, speaker and consultant with more than twenty years of experience providing strategic business advice to major organizations including Netflix and other notable brands.  She is the author of The Membership Economy and The Forever Transaction and host of the podcast, Subscription Stories: True Tales from the Trenches.  Robbie has spent many years encouraging brands to cultivate a must-have, "craveable" programme that customers and users simply cannot live without.  In this episode, we explore why retailers, brands and businesses - large or small - absolutely must consider offering subscriptions or memberships as an additional "bow in their quiver" if they wish to remain competitive in their markets. Show Notes: 1) Robbie Kellman Baxter, Strategic Consultant, Peninsula Strategies 2) www.robbiekellmanbaxter.com

Wiiv Rewards is a coalition loyalty programme in Mauritius, created by the country’s largest private company IBL Group and boasts eleven loyalty partners across multiple business sectors. After only a year in existence, Wiiv won two of the loyalty industry’s most prestigious awards at the 2019 Loyalty Magazine Awards: the Regional Loyalty Champion Award for Middle East and Africa as well as Highly Commended as the Best New Loyalty Programme for 2019. Join me in this short summary episode as I look back on what I learned from my interview with Delphine Lagesse and Cecile Henry on behalf of IBL Together. Show Notes: #57: Award-winning loyalty programme in Mauritius - Wiiv Rewards 

Listen and learn some impressive ideas and insights from eBucks, the loyalty program that was just awarded the title of “Best Programme of the Year” AGAIN at the 2021 South African Loyalty Awards. In this episode, Let’s Talk Loyalty speaks with Johan Moolman, CEO of eBucks, about what makes his programme the one that South African people said they couldn’t live without.  eBucks is a rewards program for FNB bank customers, providing rewards to card users for simply spending with their bank cards. The highly successful program has been running for 21 years and was also recipient of "Most Innovative Use of Technology" award, for the 3rd year running. Show Notes: 1) Johan Moolman, CEO, eBucks Rewards 2) eBucks 

Let's Talk Loyalty talked with Rob Burgess, a leading travel loyalty expert in the UK, who created HeadForPoints.com to share his ideas on how to get the best value from UK travel loyalty programmes.  In this short summary episode, I share the top three tips I learned from Rob for loyalty industry professionals, including travel and traditional and innovative retailers such as Pret a Manger's new subscription loyalty programme, John Lewis departments stores and the iconic Danish café brand - Joe & the Juice. Show Notes:  1) Episode #56: Head for Points - Interview with the UK's leading website for frequent flyers

Australia is a fascinating loyalty market led by two dominant airlines who have successfully built partner networks to make it incredibly easy for Australian consumers to earn points across all parts of their household spend.  Someone who feels passionately about the extraordinary experience of "flying flat" is Steve Hui, who has built a brand and a business advising Australian consumers how to do exactly that.  In this episode, Steve says that earning loyalty points is easy but redeeming them is not. He shares his top tips and ideas for loyalty professionals to drive points redemption - including ideas to support education, inspiration and consumer engagement.  Show Notes: Steve Hui, CEO, I Fly Flat

"Very Me Rewards" was launched by one of the UK's top telecommunications companies in 2018, as a non-points-based programme, instead leveraging partnerships and "share-able" rewards, to create an award-winning customer loyalty proposition. Listen to discover how Vodafone's "Very Me Rewards" is building loyalty in this ultra-competitive sector in the UK. Show Notes: 1) Let's Talk Loyalty Episode 55 - Vodafone UK's Very Me Rewards Programme 

Cristina Ziliani is the Professor of Loyalty Marketing and CRM at the University of Parma, Italy, where she has been leading the "Loyalty Observatory" for an incredible 20 years. In this episode, she shares the work they do there for the Italian loyalty community, which includes loyalty research, consulting and education across the entire field of loyalty, CRM, CX, and analytics.  If you're interested in loyalty in Italy, this is the episode for you!  Show Notes: 1) Cristina Ziliani - Professor of Marketing and Head of the Loyalty Observatory at the University of Parma 2) The Loyalty Observatory 3) The Loyalty Observatory Report on Italy