Resources

Todays' guest is a nationally recognized, award-winning relationship marketing expert in the United States, whose agency has created or managed loyalty programs for brands like NASCAR, PetSmart, GNC and Chipotle. Listen to hear Incendio's Jenn McMillen, and her insights on emerging marketing trends that offer exciting possibilities to drive innovation in our loyalty programs. You will hear some powerful ideas around the emergence of some new demographic trends, the busi

The International Loyalty Awards are the highlight of the global loyalty calendar, with leading loyalty brands from all over the world competing for the most prestigious awards in the industry. Now in their 11th year, the International Loyalty Awards celebrate loyalty programs across all sectors and in more than 86 countries, providing an opportunity for all of us to celebrate our work and our industry. Joining me today to discuss her insights as a Judge for the International

This interview of "Let's Talk Loyalty" features a marketing thought leader based here in the UAE, sharing her perspectives on driving customer loyalty. Maria Gedeon is a retail, destinations, and entertainment executive, with 20 years of experience building global brands here in the Middle East and North Africa. Maria is also a Board Member of the Marketing Society, and she has worked on a number of high-profile loyalty programs here in the UAE. Listen to hear Maria's p

Cécile Henry is the IBL Group Loyalty Manager. She manages their home country loyalty programme in Mauritius called Wiiv rewards. Wiiv Rewards is a multi-award winning loyalty programme, despite only being 3 years old, having launched in 2019. However, today’s show is not about the programme per se nor its awards, but it is about how Cécile and her team turned around an immediate crisis of technology provider insolvency, with less than 24 hours' notice. It is a remar

With consumer trust at an all-time low, marketers are increasingly exploring how they can use gamification and fun to capture data and create profiles of customers in ways they enjoy, rather than avoid. Cheetah Digital's platform is entirely based on this approach, leveraging experience-led loyalty mechanics in ways that are meaningful and engaging. Customer's values have changed, and in this short summary episode, I summarize the insights I learned in 2021 from chatting with

As editor of the UK's most popular frequent flyer website Head for Points, Rob Burgess brings a unique and highly informed perspective on what loyalty propositions are working for the travel industry. With paid loyalty programmes becoming an increasingly popular strategy, Rob shared his insights on the key success factors for a paid loyalty programme, and it was a masterclass on how to "wow" your members with a proposition they are willing to pay for. Listen to enjoy my short

How well do you optimize your email campaigns to drive your customer loyalty? In this episode, we are joined by Sondre Wassås, Partner at CPM Analytics, who has run loyalty programs for some of the best- known retailers in Scandinavia. Sondre believes it's increasingly important to move beyond the basics of personalization, segmentation and A/B testing and find powerful new ways to optimize your loyalty programme newsletters using the latest analytics. Listen to hear Son

Today we're summarising what we learnt from business coach Jon Dwoskin, who shared his insights on how to drive customer loyalty and connection using content. Brands are increasingly realising the power of both audio and video content as tools to build customer loyalty, alongside the loyalty programmes our industry typically manages, so we discuss how adding new communication formats such as the human voice can create compelling connections with customers. This article

How can a financial services firm like Old Mutual compete against a powerful market leader, in an industry that consumers often find confusing and expensive! The answer is by adding incredible value and being loyal to members so that they learn to trust your brand, even before they need to buy your products. In this short summary, learn the ideas and insights that are driving growth, connection, and financial wellbeing with Old Mutual's members and customers. This artic

In many ways, today's loyalty landscape looks a lot like it did 40 years ago! So why is that? And how can businesses truly win over their customers' hearts and minds to excel in today’s fiercely competitive world? The answer lies in a relentless focus on consistently caring for those customers more powerfully and more authentically than ever before. Loyalty is more than just a focus on the transactional management of your relationships. It starts with companies being loyal to

This episode is a summary of some of my favorite ideas that have exciting potential for loyalty marketing professionals. From Whatsapp as a messaging platform, to the power of a voice marketing strategy and my all-time favourite - payment-led loyalty. This short show summarises superb insights from Lisa Brightwell, the founder of one of the UAE's top loyalty agencies, who shares how these powerful tools can be used to differentiate your brand in this era of dramatic chan

Sustainability is both an urgent and an important focus for businesses, and one that loyalty marketers can play an important role in supporting. But how? In today's podcast, we're joined by Isobel Finlayson, Sustainability Lead for Mando Connect to share their ideas, insights, research and suggestions on practical ways that loyalty marketers can help. We showcase some examples of global best practice in sustainability led by loyalty professionals, with examples in both retail

Sonder Media is a consulting firm that specializes in identifying, valuing, and optimizing the media value of loyalty programs, and in today’s episode, Jonathan Hopkins and Angus Frazer, co-founders of Sonder Media, share their expertise and insights on this high margin opportunity. We discussed 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 con

Albertsons is one of the largest food and drug retailers in the United States. In today’s episode, "Let's Talk Loyalty" meets Matthew Stevens, Albertson’s 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. Boasting almost 2,300 retail stores in the United States across multiple brands including Albertsons, Safeway, Shaw

In today’s episode, Paula was joined by fellow podcaster Iain Pringle, to share what we've each learned in our combined five years of podcasting about our industry. Like many loyalty professionals, Iain and Paula both love the opportunity to make customers happy, by rewarding them in ways that are also profitable for business. Listen to learn all about Iain's loyalty background and the role of his podcast as another source of knowledge for loyalty marketing professional

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 could

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 sta

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 Cust

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

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 co