Let's Talk Loyalty

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

In this weeks episode of Let’s Talk “a little” Loyalty Tom’s reviews Paula’s original podcast with Adam Posner, who talks about his hugely popular “For Love or Money™ Australia” research report and insights from 2022Adam explains key insights from his research and discusses what compels consumers to join a loyalty programme and the “3 Bs” of loyalty: behaviour, belief and belonging. We also talked about generational differences in loyalty preferences, rewards and even currency types.Whether you are working in loyalty marketing in Australia or elsewhere, these consumer insights offer invaluable ideas to reflect on.Tom’s provides a great review of Adam’s superb insight, highlighting the key messages from this great original podcast.Hosted by Tom Peace.Show Notes:1) Adam Posner, CEO and Founder, The Point of Loyalty2) For Love or Money™ 2022 Australia 3)  The Point of Loyalty 4) #219: "For Love or Money" - Australian Consumer's Loyalty Perspectives For 2022

Today we meet the CEO of an iconic brand here in the UAE.Dubai Golf was established in 1988 and manages some of the best-loved golf clubs in the whole region, Emirates Golf Club, Jumeirah Golf Estates and Dubai Creek Golf & Yacht Club.The company is incredibly proud of its internationally acclaimed championship courses, and has also successfully evolved its hospitality and entertainment business, with both casual and fine dining restaurants of offer, as well as beautiful swimming, fitness and tennis facilities.Leading the development of the whole group is the CEO Chris May, who joins today to share how the business really values and nurtures loyalty its members, having created a lifestyle app called Viya that allows both members and non-members alike to book rounds of golf, dining or other facilities and earn rewards.Listen to enjoy our conversation with Chris May all about Dubai Golf and Viya Rewards.Show Notes:1) Dubai Golf2) Emirates Golf Club3) Jumeirah Golf Estates4) Dubai Creek Golf & Yacht Club5) Viya Rewards6) Chris May

Today’s episode of Let's Talk Loyalty features our friends in Bond Brand Loyalty and their annual Loyalty Report. The Loyalty Report is an annual survey, and this year, Bond has tracked a quarter of a million consumers globally, from more than 750 brands, in dozens of industries, across every type of loyalty strategy. With so much scale and visibility from global markets, the 2023 Loyalty Report truly highlights the key insights loyalty program managers need to know right now, such as the number of programs that consumers say they are members of and active in. It’s not surprising to hear that this year, consumers are finding more loyalty programs to join, and they are enrolling and engaging in them more than ever.  So, the stakes are getting higher, as is the level of competition, so it’s even more critical to hear what consumers are telling us that they value in 2023, and the opportunities that still exist for true differentiation.Listen to hear the insights from this year’s Loyalty Report as I discuss them with Maegan O’Neill and Sean Claessen from Bond Brand Loyalty, who share their key take-outs and watch-outs for leading brands and loyalty programs in 2023! Show Notes:1) Bond Brand Loyalty2) 2023 Loyalty Report3) Maegan O'Neill4) Sean Claessen

Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas where she is joined by Kristi Gole, VP, Head of Product at Global Hotel Alliance to hear how this model works and benefits both the brands and consumer members.The Global Hotel Alliance (GHA) is the world’s largest alliance of independent hotel brands, supporting 35 hotel brands with more than 500 hotels across 85 countries, each leveraging the DISCOVERY guest recognition programme to drive loyalty with guests.This alliance allows small and independent hotels to compete with global hospitality brands, while still operating independently and giving consumers the opportunity to earn rewards across their many brands.Listen to Tom’s views on how GHA build loyalty across independent hotel groups as well as finding more ways to reward travellers.Show Notes:1) ⁠Kristi Gole⁠2) Global Hotel Alliance3) GHA’s DISCOVERY guest recognition programme4) #218: Anantara, Avani, Kempinski - Leveraging the GHA "Discovery" Program To Drive Customer Loyalty for Independent Hotel Brands

Today's episode celebrates a brand that recognizes and rewards a relatively forgotten segment of the community – those who educate children!Lakeshore Learning Materials is one of the most innovative manufacturers of educational materials in the United States, specializing in top-quality products for the home and classroom.Originally founded as a toy store in 1954, Lakeshore Learning Materials now operates sixty stores and a thriving online business, catering to both teachers and parents. The business had been operating a program called the “Teacher’s Club” for over 20 years, but about 2 years ago, it realized it needed a complete overhaul! Alex Tavera was brought on board to advise on a complete redesign and a new strategy for the business, and in late 2021, he led the launch of their new loyalty program. With a new name and a completely new strategy, combined with some great technology and a supportive leadership team, Lakeshore Rewards is now an incredibly exciting program that is going from strength to strength! Listen to enjoy this inspirational conversation with Alex Tavera, Director of CRM, Email and Loyalty with Lakeshore Learning Materials. Show Notes:1) Lakeshore Learning Materials2) Alex Tavera3) Lakeshore Rewards4) #84: Virgin Red Loyalty Programme Launches in the UK5) #195: Virgin Red - The Red Thread Connecting the Virgin Brand Globally

This episode focuses on the loyalty market in The Czech Republic, featuring expert insights from Radek Hrachovec.Radek has dedicated the last 20 years of his professional life to loyalty programmes and direct marketing and is one of the most skilled practitioners in Central Europe and a Partner of the Voxwise company.Radek 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 The Czech Republic – 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) Radek Hrachovec2) European Loyalty Whitepaper3) Mando-Connect 4) YouGov5) Voxwise6) Net Loyalty Score introduction