Let's Talk Loyalty

Today’s episode features another leading US retailer that leverages loyalty to grow its business, in this case, to a whopping $84 billion in revenue in their most recent financial year!“Sam’s Club” is a warehouse club with 597 locations across the U.S. and Puerto Rico, that leverages the power of subscriptions since 1983 - way before subscription-based loyalty was so globally recognised as a cool and clever idea!Our guest is Scott Ludwig, Vice President of Membership for Sam’s Club, and he joins us today to share some of the compelling reasons for theirbusiness success, which includes renewal rates in excess of 90% for their mature subscribers. Scott explains the importance of their expanding partner proposition based on card-linked offers, and some examples of how they are achieving true personalization in ways that are delivering NPS scores that will amaze you! Listen to enjoy this fascinating conversation with Scott Ludwig from Sam’s Club.Show Notes:1) Sam’s Club2) Scott Ludwig, Vice President of Membership for Sam’s Club

Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she is joined by Hollie McLellan, formerly Head of Customer Marketing and Loyalty for Boots UK and now Director of Customer Marketing, to discuss the company’s latest innovations and initiatives. When it comes to loyalty programmes in the UK, the gold standard programme that consumers say they love the most is often the Boots Advantage Program.This show was a masterclass in loyalty marketing, showcasing Boots “Beauty Club” which features content marketing as a new loyalty driver, as well as their new "Price Advantage" proposition, and their exciting tests with gamification and subscription strategies.Hosted by Tom Peace.Show Notes:1) Boots Advantage Program 2) Hollie McLellan3) My Beauty4) Boots UK5) #230: The Boots Iconic "Advantage" Programme in the UK Celebrates Its 25th Birthday⁠

Emirates Skywards, a loyalty program with 32 million members worldwide, shares its latest updates. Topics include the launch of Skywards Everyday proposition, adjusting the value of the Skywards currency, and earning rates for airline versus non-airline activities. The podcast also highlights efforts to become a global lifestyle loyalty program and the success and future plans of Skywards Plus subscription service.

This episode focuses on the loyalty market in Italy, featuring expert insights from Cristina Ziliani.Cristina is a Professor of Marketing at the University of Parma, Italy. She lectures on loyalty management and has been the Director of the Loyalty Observatory since 1999, dedicated to research, consulting and education on Loyalty Management, CRM and CXCristina is a key contributor to the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets.Listen to learn about the loyalty landscape in Italy – what membership, appeal and impact look like in this market – and which are the programmes and key innovations to be inspired by.Hosted by Charlie Hills.  Show Notes :1)  Cristiana Ziliani2) European Loyalty Whitepaper3) Mando-Connect 4) YouGov

Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she was joined by Brad Macdonald, Epsilon’s Vice President of Loyalty Strategy from May 2022, where Brad talks about the methods and importance of measuring the Value of Loyalty Marketing Investment.Brad describes the methods that Epsilon use to measure and predict loyalty strategy performance and most importantly, ROI.Hosted by Tom Peace.Show Notes:1) Brad Macdonald2) Epsilon3) #227: Measuring the Value of Loyalty Marketing Investment with Epsilon

Today’s episode features the UAE’s latest loyalty program which has been recently launched by a fuel retailer.The Emirates General Petroleum Corporation is otherwise known as EMARAT, and they operate as a leading fuel and convenience store retailer across Dubai and the Northern Emirates.Our guest is Ali Bin Zayed, the Senior Manager Corporate Loyalty for Emarat, who has led the development and launch of Emcan, and today he shares the insights behind its name, how it was developed and some of its impressive early results.He also shares some of the highly innovative channels that are being used to support the incredibly diverse population of people from around the world who call the UAE their home. Ali explains how they chose their loyalty platform provider, and some of the upcoming industry-leading technology that they are implementing in order to ensure their business continues to offer more ease, simplicity and delightful experiences for their customers.Listen to enjoy this conversation with Ali Bin Zayed, Senior Manager Corporate Loyalty for Emarat.Show Notes:1) The Emirates General Petroleum Corporation2) Ali Bin Zayed⁠, the Senior Manager Corporate Loyalty for Emarat3) Emcan

Today, Let's Talk Loyalty welcomes back an iconic airline brand that is long overdue a return visit to our show.American Airlines first joined us in April 2020 to share how they were thinking about their loyal customers and the role of the AAdvantage program in those first early days of the Covid pandemic. Now, three years on, we revisit this iconic program – which is in fact the longest-running computerised or travel loyalty program in the world. AAdvantage was established in 1981 with a laser focus on rewarding frequent flyers on American Airlines.Today, the program has more than 100 million members and has evolved dramatically. AAdvantage no longer considers itself a frequent flyer program, but instead a travel rewards program, and now they are once again leading the industry, with new ways for members to earn and keep their status in return for any of their loyalty within the Advantage eco-system.! To hear the full story, I’m thrilled to be joined today by Chris Isaac, Director of AAdvantage, to hear how Covid ironically created new insights for him andhis team on just how loyal their members were being – even when they were unable to fly!Listen to enjoy the latest insights from AAdvantage.  Show Notes:1) Chris Isaac, Director of AAdvantage2) American Airlines⁠3) AAdvantage

In this weeks Let’s Talk a Little Loyalty podcast Tom reviews the original show hosted by Paula Thomas where she is joined by Matthew Stevens, Albertson’s Former 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. The original interview with Albertsons showcases a masterclass in retail loyalty strategy and success.Albertsons is one of the largest food and drug retailers in the United States.  Boasting almost 2,300 retail stores in the United States across multiple brands including Albertsons, Safeway, Shaw’s, Randalls and United Supermarkets among others. Hosted by Tom Peace.Show Notes:1) Matthew Stevens⁠, Former Director of Loyalty Programs and Strategy2) Albertson’s3) #222: Loyalty Leads the Transformation of Albertsons4) Safeway

Today’s episode features industry insights from Giant Food, the #3 grocery chain in the United States.Our guest is Ryan Draude, who is leading Giant Food’s loyalty approach with a unique perspective!Ryan believes that loyalty leaders have a unique opportunity to create *rituals* that become meaningful moments in their member’s lives, and he is passionate about making sure we create *tangible value* in a way that matters now more than ever to shoppers. Listen to hear Ryan’s willingness to be courageous with his work, and especially how he said how success often comes from deciding to simply "shut up and listen".Enjoy this masterclass in loyalty with Ryan Draude, Head of Loyalty at Giant Food.Show Notes:1) Ryan Draude2) Giant Food

This show is extraordinary as we hear Paula’s voice but as the Let’s Talk Loyalty guest rather than show host.  Paula shares the evolution of the Let’s Talk Loyalty show which is already in the top 3% of global podcasts and three times higher listenership per show than average B2B podcasts.  We learn of Paula’s original intent for starting Let’s Talk Loyalty almost 4 years ago and her future vision and plans to expand into Loyalty TV later this year. Moreover, we learn about the power of content marketing for not only brand management but for loyalty programmes to embrace emotional loyalty.Hosted by Amanda Cromhout. Show Notes:1) Paula Thomas2) Let's Talk Loyalty