Let's Talk Loyalty

Welcome back for the second episode of the "Wiser Loyalty" podcast series, which is hosted by Bill Hanifin and Aaron Dauphinee from the Loyalty Academy™.Listen to another key concept for loyalty marketers to understand, Operant Conditioning, which dives into the relationship between behaviors and consequences.  Our experts provide their thoughts on its application to Loyalty using both sector and brand specific examples. The constructs discussed each month are taken from the Certified Loyalty Marketing Professional™ (CLMP™) curriculum and this month's focus is on the Psychology of Human Behavior and its relevance to loyalty.Show Notes:1) ⁠Bill Hanifin⁠⁠2)⁠Aaron Dauphinee⁠3) ⁠The Wise Marketer 

Today’s episode is available as a podcast as "Let's Talk Loyalty" as well as in video form on www.Loyalty.TV.Starbucks is one of the world’s greatest brands and also our audience’s favorite loyalty program! As a truly global brand, Starbucks operates in 84 markets, and today we’re here to hear about the incredibly successful launch of the Starbucks Rewards programme in the Middle East and North Africa, where there are over 1,900 stores in eleven countries.In this region, Starbucks has partnered with one of the leading family-owned operators of international franchising brands, the Al Shaya Group, which has operated for over 20 years. We are joined by Elisabetta Aiello, the Vice President of Marketing and Digital for Starbucks in the MENA and Turkey. Starbucks Rewards launched in the UAE in February 2022, followed by other key regional markets soon afterwards, and to date, they have registered more than 3 million members.I hope you enjoy my in-studio conversation all about Starbucks as a world-class brand focused on building customer loyalty in the Middle East and North Africa region. Show Notes:1) Elisabetta Aiello2) Starbucks MENA3) Starbucks Rewards4) Al Shaya Group5) Watch this episode at www.Loyalty.TV

This episode focuses on The Co-Op’s membership programme, featuring insights from Dean Harris, the Head of Membership Commercial at The Co-Op.He is a retail marketing leader with 15 years of experience across retail media, loyalty, CRM, trade planning, advertising, and customer strategy. Dean began his career in advertising working on McCann Erickson’s B2B client portfolio, before moving to the Co-op where he has spent more than a decade driving the growth of the food and life services businesses in a variety of functions. In his current role he manages the suite of member rewards (personalised offers, gamification, exclusive deals), oversees the retail media proposition and is responsible for ensuring that The Co-op Members’ best interests are considered whenever their data is moved, shared or used.Today we will be learning about Dean’s favourite loyalty programmes, the trends he is watching closely and all about The Co-Op’s unique membership programme! Hosted by Charlie Hills.Show Notes :1) Dean Harris2) The Co-Op3) European Loyalty White Paper4) Mando-Connect5) YouGov

This episode is our first one in the "Wiser Loyalty" podcast series, hosted by Bill Hanifin and Aaron Dauphinee. Listen to our industry experts discuss a construct from their Certified Loyalty Marketing Profressional™ (CLMP™) curriculum and explain the meaning of "self-determination theory" and why it's an important concept for loyalty marketers to understand.They also discuss the increasing importance of understanding the psychology of consumer buying behavior, including some real examples of brands that are already adopting these underlying drivers, in order to drive their program's performance. Show Notes:1) Bill Hanifin⁠2)Aaron Dauphinee3) The Wise Marketer

Today’s episode is available on both "Let's Talk Loyalty" and Loyalty TV, where we’re heading to Australia to hear all about driving loyalty with the Super Retail Group.The Super Retail Group is one of Australia and New Zealand’s largest retailers, and a public company since 2004, having established leading positions across various lifestyle categories as the proud owner of four iconic brands: Supercheap Auto,rebel, BCF and Macpac.Our guest is Aaron Fuller, General Manager of Member Engagement for the Super Retail Group, where he and his colleagues are helping more than 10 million members live out their passions in sport, fashion, automotive & the great outdoors.Aaron shares their latest exciting propositions already launched, as well as somefascinating insights on the consumer psychology insights that he believes we loyalty professionals need to understand in order to optimize our programmes. Show Notes:1) Aaron Fuller2) Super Retail Group3) Supercheap Auto4) rebel⁠5) ⁠BCF6) Macpac⁠7) Watch this episode at www.Loyalty.TV

In this episode, join us for an insightful conversation with David Parsons, the Co-Founder and CEO of Ellipsis & Co, an Australian-based company specializing in pioneering loyalty consulting and focusing on achieving Return on Loyalty as a commercial outcome.Discover the evolution of the loyalty landscape in Australia over the past two decades, as Dave Parsons shares his experiences as an early pioneer in this field. Learn about the highs, lows, and game-changing moments that have shaped the industry, and gain valuable insights into the tips and hints from this seasoned loyalty professional. Explore how Ellipsis & Co utilizes proprietary methods and data-driven insights to design, implement, operate, and optimize customer loyalty programs and initiatives, delivering state-of-the-art services that not only grow customer value but also optimize overall performance. Hosted by Carly NeubauerShow notes:1) ⁠David Parsons2) ⁠Ellipsis & Co⁠

Visa's Vice President, Luigi Marandola, shares insights on key success factors for loyalty program owners. They discuss controversial acquisition channels, leveraging e-commerce transactions, and emerging sectors for co-brand cards. They talk about the importance of strategic alignment, simplicity, and value proposition in co-branding programs. Understanding Gen Z and aligning spending with values is also emphasized.

Today’s episode is available in audio format on Let's Talk Loyalty.com and on www.Loyalty TV.Today, we are meeting Josh Belkin, Vice President, Loyalty and Customer Engagement at Omni Hotels & Resorts.This hotel brand operates more than 50 luxury hotels and resorts in leading business gateways and leisure destinations across North America, including exceptional golf and spa retreats, as well as some dynamic business settings.In this episode, Josh shares details of the evolution and recent re-launch of Omni's “Select Guest” loyalty program and some of the major changes they’ve implemented and why.Enjoy! Show notes:1) Josh Belkin2) Omni Hotels & Resorts3) Select Guest

Today’s episode features an award-winning brand in the entertainment industry in The Netherlands.With more than 30 cinemas around the country, Pathé Theatre's welcomed more than 14 million visitors in 2023, showing a renewed interest from consumers in enjoying the cinema experience. My guest is Loyalty Manager, Joyce Mense, who led the original design of Pathé Rewards which won two International Loyalty Awards back in 2020.Joyce joins me today to share the latest enhancements of their loyalty strategy, and some of the innovative ideas, such as their freemium subscriptions. Their goal is now to achieve a simpler yet a more fully integrated experience for cinema-lovers, featuring a comprehensive loyalty and digital brand proposition for consumers called Club Pathé. I hope you enjoy my conversation with Joyce Mense from Pathé cinemas in The Netherlands. Show notes:1) Joyce Mense2) Pathé Theatre3) Club Pathé4) ARMIN’S ALL-ACCESS5) Article: Innovators Break The Mould, At The 2020 Loyalty Magazine Awards

Today's conversation is designed to showcase some lessons and learnings from Brazil.My guest is Tatyane Macêdo, Head of Communications at a loyalty consulting company called Valuenet, based in Sao Paulo, Brazil.She is also the Editor-in-chief of Tudo Sobre Incentivos, which they describe as the main educational content platform on Loyalty and incentives in Brazil. Tatyane reached out to us to share some research they conducted with a sample of consumers in Brazil, and conducted in partnership with ABEMF, which is essentially the South American Loyalty Association. The research is in its third year and was designed to get a better understanding of the perceptions of these consumers around the various loyalty programs they are members of – what they like and dislike, as well as some ideas on how Brazilian loyalty programs can serve them even more. If you’re interested in Brazil as a market for your business, please listen to learn some insights from this conversation.Show notes:1) Tatyane Macêdo2) Valuenet3) Tudo Sobre Incentivos⁠4) ABEMF