Let's Talk Loyalty

Clay Walton House from REI discusses how the cooperative ownership structure impacts loyalty. They admire Nike's program and share their journey in the loyalty industry. REI's origins as a consumer cooperative and the challenges of being a large retailer are also explored.

Today’s episode is all about Phaedon - a name you might not have yet heard, but it’s one that you’re going to be hearing a lot in the future for sure!Phaedon is the new name for the commercial marketing division of ICF Next, which famously runs some of the world’s largest loyalty programs, particularly in travel and hospitality. Their commercial marketing division was recently acquired by private equity firm Cohere Capital which includes the entire team of loyalty experts, their loyalty technology platform Tally, and of course their incredible client portfolio to now operate under this brand-new name. Joining me on this episode to share the whole story of this exciting industry development are Tom Madden, Executive Vice President and Managing Partner and Denise Holt, Senior Vice President, Head of Strategy, Experience, Research and Insights. Together, Tom and Denise share the rich history of Phaedon and their plans for the future as they begin this exciting new phase of the business. This episode is sponsored by Phaedon. Show Notes:1)  Phaedon2) ⁠⁠⁠⁠⁠Cohere Capital⁠3) ⁠⁠⁠⁠Tom Madden⁠4) Denise Holt⁠

In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Javier Marin Martinon, Chief Commercial, Loyalty, and Customer Officer, who shares what Renfe, Spains leading railway company, have implemented for members of its loyalty program. Railway travel may appear to be a strange environment for loyalty, but Javier explains how loyalty must be seen in terms of the journey, with the competition against plane and car travel, rather than with the destination. Listen in for tips on how to engage the customer and create loyalty in a difficult sector, where the choices are limited by supply and the benefits are intangible.Hosted by Tom Peace.Show Notes:1) ⁠Javier Marin Martinon⁠2) ⁠⁠⁠⁠Renfe⁠3) #254: Loyalty Innovation in the Railway Industry

This episode is also available in video format on www.Loyalty TV.Sarah Richardson is the Founder and Advisory Board Chair of the Australian Loyalty Association, and a great partner and friend of the show. She is also an experienced loyalty practitioner and consultant, as Founder and Director of Sciensa Loyalty, a loyalty consulting firm based in Melbourne.Today, we're discussing the launch of the inaugural Asia Pacific Loyalty Awards to celebrate excellence, innovation and best practice in the thriving loyalty industry active in the region, which will be judged by a panel of local loyalty experts.Listen and watch to hear all the insights and updates on these and other Australian Loyalty Association events, which are incredibly well respected and well attended, perfect for anyone interested in loyalty in the Asia Pacific region.Show Notes:1) Sarah Richardson⁠ 2) Australian Loyalty Association⁠3) How Loyalty Programs Are Saving Airlines4) Asia Pacific Loyalty Awards ⁠5) Watch the full video interview on ⁠Loyalty TV⁠

This episode focuses on the loyalty market in Ireland, featuring expert insights from Leanne Papaioannou.Leanne is the Founder and CEO of Chilli Pepper. She has extensive loyalty experience and is deeply passionate about every aspect of a business that impacts customer loyalty and drives better commercial outcomes for her clients. She is an internationally renowned customer loyalty professional who has helped countless forward-thinking companies achieve new heights by adopting her customer-centric B2C & B2B loyalty strategies. Her strengths lie in innovative strategic thinking, exceptional leadership skills, and an ability to work with company boards to deliver commercially successful, award-winning, loyalty strategies.She is a new contributor to the extended European Loyalty White Paper created by Mando Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets.Listen to learn some key loyalty insights and about loyalty innovation in Ireland.Hosted by Charlie Hills. Show Notes :1) Leanne Papaioannou2) European Loyalty Whitepaper3) Mando Connect 4) YouGov5) ⁠Chilli Pepper

In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by  Cliona Mooney, Group Data Analytics & Insights Director for The Irish Times.The publishing industry has been through extremely challenging times over the last decade or so.  Trusted brands like the Irish Times have had to innovate to stay relevant for customers.Cliona shares the initiatives that have proved popular and helped The Irish Times continue to  grow and retain their subscribers.Hosted by Tom Peace Show Notes:1) Cliona Mooney⁠2) ⁠The Irish Times⁠3) #252: The Irish Times, an Iconic Irish Brand, Wins Customer Loyalty through Innovation

This episode is also available in video format on www.Loyalty TV. Today's episode features Circle K, one of the world’s leading convenience and fuel retail businesses which operates more than 14,200 stores in 26 countries worldwide.Circle K recently launched a hugely exciting concept, leveraging the power of gamification, partnerships and cutting-edge technology, to launch a global concept which is laser focused on achieving the brand’s single biggest key commercial objective - to drive both loyal and new customers in store.In addition to that innovation, Circle K Norway recently won one of the convenience industry’s most prestigious awards, when they were awarded the 2023 NACS European Technology of the Year Award.  Circle K also has many of its senior marketing people – including today’s guest – in my home city of Dublin, so please enjoy this fascinating conversation with MJ Tierney, Head of European Marketing at Circle K. Show Notes: 1) Circle K2) ⁠MJ Tierney⁠3) 2023 NACS European Technology of the Year Award.  ⁠4) Circle K pilots new Rewarded AR ads in Pokémon Go5) Watch the full video interview on ⁠Loyalty TV⁠

The 2023 South African Loyalty Awards, designed specifically to celebrate loyalty brilliance and innovation, announced the winning loyalty brands on Thursday 14 September at the Truth Leaders in Loyalty Summit, in Cape Town.This was the fifth year of operation of the South African Loyalty Awards. The Let’s Talk Loyalty Show interviews two of the judges who had the challenging job of judging the high calibre entries across 18 different competitive categories.There are 12 judges in total and Amanda spoke with Nic Bednall, one of the founding judges of the awards and Kaveer Maharaj who is an experienced South African loyalty professional, now based in Dubai.Nic and Kaveer share their insights into which brands won and why and in particular share critical KPI performance which showcases why this market is leading the way in global loyalty benchmarks.Show Notes:1)  ⁠Nic Bednall2) ⁠⁠Kaveer Maharaj3) ⁠MoyaApp4) ⁠South African Loyalty Awards

In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Fiona McFaul, the Vice President of Marketing and Loyalty for the Sandman Group RSVP Rewards is one of Canada’s best kept secrets!  Listen in to hear how Sandman Hotels  completed a dramatic digital transformation of their loyalty program Sandman Hotels is part of the Northland Properties group, a family business that operates an impressive portfolio of businesses including restaurants, resorts, sports teams and hotels!Show Notes:1) Fiona McFaul2) ⁠Sandman Group⁠3) RSVP Rewards4) #251: Digital Transformation with RSVP Rewards from the Sandman Hotel Group

Welcome to this episode of Let’s Talk Loyalty where we are announcing and officially launching “Loyalty TV”.Loyalty TV is a completely new format and our first major change since we launched this podcast dedicated to loyalty marketing professionals in 2019. We are bringing a selection of our best interviews to a professional TV studio here in Dubai, so you can watch them on this incredible new channel. Please do enjoy our new shows on our website which is very simply available on www.Loyalty.tv.Show Notes:1) Loyalty TV2) #411: McDonald's Rewards - Global Loyalty Insights - Audio 3) Watch the full video interview on ⁠Loyalty TV⁠