Let's Talk Loyalty

Today’s episode is a treat for anyone who is either a pet lover or a pet parent, as well as retail loyalty professionals.Our guest is Bradley Breuer, Vice President of Loyalty and Personalised Marketing at PetSmart in the United States.This year, PetSmart's “Treats” program has reached the incredible milestone of 60 million members!Bradley shares some compelling insights on member penetration of sales, as well as some of the key principles of their success that has led thePetSmart Treats program to become one of America’s Best Loyalty Programs as ranked by Newsweek. Show Notes:1) Bradley Breuer, Vice President of Loyalty and Personalised Marketing2) PetSmart3) PetSmart's “Treats” program4) America’s Best Loyalty Programs 2023 by Newsweek

Today’s episode features some "Loyalty Royalty" an interview with one of the 2023 “Top 30 under 40” award winners at the recent International Loyalty Awards in London. Joe Doran is Senior Vice President of Loyalty for Capillary in North America, and he joins us today to share and celebrate Capillary’s truly incredible list of achievements in 2023 so far. Joe also shares his insights around the latest loyalty sectors and strategies that he believes have explosive potential right now, as well as the incredible success Capillary’s is having with their latest flagship client in the US market – Nascar!Listen today to learn from Joe Doran from our friends in Capillary Technologies.This episode is sponsored by Capillary Technologies. Show Notes:1) Joe Doran, Senior Vice President of Loyalty for Capillary in North America2) Capillary Technologies3) Capillary Shines Bright at International Loyalty Awards 20234) Capillary Named A Leader in The Forrester Wave™ Loyalty Technology Solutions, Q1 2023 Report

Tune in and catch Tom's brief overview from the original podcast hosted by Paula Thomas where she is joined by Jonathan Hopkins and Angus Frazer, co-founders of Sonder Media. Sonder Media is a consulting firm that specializes in identifying, valuing, and optimizing the media value of loyalty programs, and Tom will summarise the key insight from Jonathan and Angus who share their expertise on Loyalty’s high margin potential.The original podcast shows 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 considered by program owners in order to increase returns from their loyalty program investment.Listen to Tom summarise the challenges and the potential of this big idea, and how you can explore building a media business in a way that continues to meet the needs of your members and your brand, as well as with advertising partners.Hosted by Tom Peace.Show Notes :-1) Sonder Media 2) Jonathan Hopkins3) Agnus Frazer4) #231: Building Your Program's Profitability - Loyalty's Hidden Potential

Today’s episode features a brand that has been at the TOP of our wish list to bring on the show over the past few years. McDonald’s is, of course, the world’s leading global foodservice retailer, with over 40,000 locations in over 100 countries!Just recently, the business was listed in second place in the *World's Most Innovative Companies of 2023*, and they now operate loyalty programs in over 50 markets, with over 50 million members active!Joining me today to share this incredible story is Bess Cades Director, Customer Engagement Strategy and Lifetime Value for McDonald’s.Listen to learn the insights behind the extraordinary growth for McDonald’s Rewards around the world, a program that in time, could become one of the world’s largest loyalty programs.Please enjoy this masterclass in loyalty marketing from one of the world’s greatest brands.  Show Notes:1) McDonald’s2) McDonald’s Rewards3) Bess Cades Director, Customer Engagement Strategy and Lifetime Value4) World's Most Innovative Companies 2023 5) Watch the full video interview at www.Loyalty.TV

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