Let's Talk Loyalty

Begum Kaya is the Global Head of CRM & Loyalty at Pizza Hut, part of the Yum! Brands empire. She shares insights on revamping Pizza Hut's loyalty programs and the shift from transactional to emotional loyalty strategies. The conversation highlights the role of data collection and market testing in enhancing customer engagement. Kaya also discusses the transformative impact of AI in personalizing customer experiences and the importance of omni-channel approaches to meet evolving consumer expectations.

En el episodio de Let's Talk Loaytly en Español, tenemos de invitado a Camilo Jiménez, quien hasta hace unos días fue líder de lealtad regional para Mercado Libre y Mercado Pago. Camilo nos contó sobre la estrategía de beneficios que esta marca, referente en la región y a nivel mundial, tiene para sus millones de usuarios. Conversamos sobre la evolución del programa que estaba basado en puntos y niveles a un modelo de suscripción y cuales han sido los resultados a la fecha. También abordamos el tema de métricas de gestión y desempeño del programa, alianzas con marcas terceras como Disney+, Star+, Deezer, entre otras y sobre algunas novedades que vienen en camino.Show notes:1)Camilo Jiménez2)Mercado Libre3)Alejandro Gonzalez Saul

This week’s Wiser Loyalty series podcast with our hosts, Bill Hanifin and Aaron Dauphinee, looks at the good, bad and the ugly of select CVPs in the market place. These two partners of the Wise Marketer Group take on a new topic each month by tapping into one of the courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum. They then provide their own perspectives and current market examples to bring that material to life for listeners.The month of July has been all about CVP and exploring certain constructs from the Loyalty Academy™ course on “How to Create a Winning Value Proposition” (#106). This week’s episode capstones the months thoughts with a few specific market examples for who’s aligned their loyalty program CVP to their brand’s promise well, and a bit of a slight critique on those that could do better.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.Etihad Airways is the national airline of the UAE, operating more than 1,000 flights a week to over 120 destinations worldwide, with a fleet of 85 Airbus and Boeing aircraft.Etihad Guest is the loyalty programme of Etihad Airways, and it has just announced the arrival of its 10 millionth member, a milestone that coincides with a new era for the programme, which was originally launched back in 2006.Joining us today to share how the 10 millionth member is being recognised and what the new era of loyalty offers Etihad Guest members is Mark Potter, the Managing Director of Etihad Guest.I hope you enjoy our conversation. Show notes:1) Mark Potter2) Etihad Airways3) Etihad Guest4) Watch the full video interview at www.Loyalty.TV

Today I’m super excited to introduce you to the “2024 International Leaders in Loyalty Summit” which is taking place in South Africa this September.Many of you know that I often talk about South Africa as one of the world’s most sophisticated loyalty markets, as the breadth and depth of the programmes there are so much further advanced than most of us realise.I’m thrilled to be personally travelling to this conference this year and you won’t be surprised to hear that it’s our friend and guest host Amanda Cromhout who created and is running this conference, as well as the South African Loyalty Awards, and the winners of those will be announced at the same event.Amanda joins me today to explain the incredible line up of international speakers – and why Cape Town is such an appealing destination for any international loyalty brand looking to learn from this incredible market.Show notes:1) Amanda Cromhout2) “2024 International Leaders in Loyalty Summit”

Our hosts, Bill Hanifin and Aaron Dauphinee, return this week with the Wiser Loyalty series podcast for Let's Talk Loyalty. These two partners of the Wise Marketer Group take on a new topic each month by tapping into one of the courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum. They then provide their own perspectives and current market examples to bring that material to life for listeners.For the month of July, they are exploring the Loyalty Academy™ course on “How to Create a Winning Value Proposition” (#106). This week’s the two subject matter experts talk about the role of customer experience (CX) and it's importance within a brand's customer value proposition (CVP). The two discuss how CX interactions align with the benefits and actions that stem from operating a loyalty program, including providing real life examples that reinforce their perspectives. Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.This year, Let's Talk Loyalty is travelling to the Australian Loyalty Association's Annual Conference.One of the presentations we are looking forward to is the *2024 Loyalty Insights Report* which the Australian Loyalty Association has recently launched in partnership with the Power Retail, which positions itself as Australia’s premier news and content hub for online retail professionals.This is the Australian Loyalty Association's second Loyalty Insights Report and this version focuses exclusively on the retail sector, aiming to help retailers understand their customer’s needs, wants, and offer a guide for improving their loyalty program experience.It offers an impartial insight on consumer perspectives on retail loyalty programs within the Australian market and is billed as the largest and most comprehensive report of its kind in Australia.Our guest sharing some of the key insights from the report is Sarah Richardson, CEO of the Australian Loyalty Association. Show notes:1) Sarah Richardson2) Australian Loyalty Association3) Power Retail4) 2024 Loyalty Insights Report5) Watch the full interview episode at www.Loyalty.TV

Mateboho Malope holds a strategic group-wide portfolio to reflect the strategy that Vodacom is embarking upon. Vodacom is a 30 year old telco giant transformed into a fintec platform with over 500m customers on its addressable base. Vodacom launched Vodabucks almost 4 years ago in South Africa and is now scaling it across the African continent, with a recent programme launch in Tanzania. Its impressive fintec platform mpesa sees a $340bn p.a. processed across 51 million customers. Mateboho’s biggest learnings address the cultural differences in countries across Africa and in conclusion Mateboho see the Vodabucks strategy as a way to amplify value for consumers and drive incrementality for the Vodacom enterprise.Hosted by Amanda CromhoutShow notes:1) Mateboho Malope2) Vodacom3) Vodabucks4) #63: Vodacom South Africa Launches Vodabucks

Our hosts, Bill Hanifin and Aaron Dauphinee, are back again this week with the Wiser Loyalty series podcast. These two partners of the Wise Marketer Group take on a new topic each month by tapping into one of the courses from the Loyalty Academy™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum. They then provide their own perspectives and current market examples to bring that material to life for listeners.For the month of July, they are exploring the Loyalty Academy™ course on “How to Create a Winning Value Proposition” (#106). This week’s episode looks at now popularized shift in mindset by leading loyalty brand marketers to utilizing alternative currencies to points and/or discounts and cash rewards. It’s recognized that there are other forms of rewards and recognition that serve on par with or are even more influential in changing member behaviors and fulfilling upon relevant experiences.  Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.Today’s guest is another industry leader who joined us in our studio in Dubai.Rob Singleton is Director of Loyalty Programmes for IHG Hotels and Resorts, for India, the Middle East and Africa Region. IHG Hotels & Resorts is a global hospitality company with a family of 19 hotel brands, including over 6,300 operating hotels in more than 100 countries. Approximately 345,000 people work across IHG's hotels and corporate offices globally.IHG One Rewards was the first hotel loyalty program ever launched, and remains one of the world's largest hotel loyalty programmes today.I hope you enjoy this conversation with Rob Singleton all about IHG One Rewards.Show notes:1) Rob Singleton2) IHG Hotels & Resorts3) IHG One Rewards4) Watch the full video interview at www.Loyalty.TV