Let's Talk Loyalty

"The Loyalty Report" features loyalty research with tens of thousands of consumers in North America, so this annual research report is a huge help for our industry to learn from. Today I share the top insights shared from my 2021 interview with Phil Rubin, who explained their latest loyalty learnings, such as the increasing importance of being loyal to your customers (rather than simply expecting it from them). Show Notes:1) Phil Rubin Interview on The Loyalty Report 20212) Phil Rubin 3) Bond Brand Loyalty4) Let's Talk Loyalty Episode#255: The Loyalty Report 2022

Adore Beauty is Australia's number one pure-play online beauty retailer and operates as a publicly listed company on the Australian Stock Exchange.As Head of Loyalty and Retention at Adore Beauty, we are joined once again by Miranda Bliss, who describes herself as someone with “loyalty in her blood” and is incredibly proud to have designed and launched the first ever loyalty programme for Adore Beauty customers.As the program continues to prove itself as a strategic pillar for the business and support its continued growth (despite the roller-coaster caused by the global pandemic), we were delighted to hear the latest benefits that the Adore Beauty team have launched for members of Adore Society, focusing on relevant, educational content as well as some luxury prizes for some extra inspiration.Show Notes:1.) Miranda Bliss, Head of Loyalty and Retention2.) Adore Beauty3.) Miranda's Pitch to the Australian Loyalty Association Board: ALA Young Members4.) Adore Society5.) Five keys to unlocking a successful loyalty program6.) Beauty IQ

Pieter Twine is the General Manager of the "MySchool MyVillage MyPlanet" loyalty programme, based in South Africa.It is an internationally recognised loyalty programme with multiple awards at the International Loyalty Awards & in the South African Loyalty Awards.Pieter himself is a judge at the International Loyalty Awards and has worked on the MySchool programme from the early years until now, as it celebrates its 25th anniversary.It is a multi-partner programme but with a difference in that rewards only go to educational, charity, environmental, or animal beneficiaries, not the members themselves.Over USD 56 million is given to such causes triggering both emotional and transactional loyalty results for the merchant partners invested in the programme.Show Notes:Pieter Twine, General ManagerMySchool MyVillage MyPlanet

Today we're summarising what we learnt from business coach Jon Dwoskin, who shared his insights on how to drive customer loyalty and connection using content.Brands are increasingly realising the power of both audio and video content as tools to build customer loyalty, alongside the loyalty programmes our industry typically manages, so we discuss how adding new communication formats such as the human voice can create compelling connections with customers.Show Notes:1) Jon Dwoskin 2) Full interview with Jon Dwoskin

This episode showcases an innovative crypto-based rewards option that's focused on loyalty programmes in the travel and hospitality sector.Flycoin is a new, trade-able, digital currency which can be used to reward members with an asset they control – offering a truly web 3.0 approach to driving customer loyalty.Joining "Let's Talk Loyalty" to discuss this is Lenny Moon, CEO of Flycoin - so whether you’re a crypto fan, a crypto sceptic – or just trying to understand the potential for crypto-currencies in our industry, you will enjoy today’s conversation.Show Notes:1) Lenny Moon 2) Flycoin

Today’s episode features another retail success story, this time from a much-loved Dutch brand called HEMA.With an incredible heritage of almost 100 years, HEMA's approach to business showcases some of the key principles that drive customer loyalty – values like simplicity, consistency, and fairness.Joining today’s show to share her insights on how this retailer earns so much customer loyalty from its customers is Karlijn Van Den Berg, HEMA's Loyalty & CRM Manager, based in the Netherlands.Show Notes: 1) Karlijn Van Den Berg2) HEMA 

The Loyalty Science Lab works with loyalty industry leaders to identify and research commercially important concepts that drive loyal customer behaviour.Today's short show summarises some of our key learnings from our interview with Professor Yuping Liu-Thompkins who creates and publishes her loyalty research in top marketing and advertising journals. Listen to learn some of the exciting insights from her research, which will be fascinating to anyone working in the industry. Show Notes:1) Yuping Liu-Thompkins - Founder & Director of Loyalty Science Lab & Professor of Marketing, Old Dominion University2) Loyalty Science Lab3) Full interview with Yuping Liu Thompkins 

Matt Goldberg from Floor & Decor shares insights on the Pro Premier Rewards program, focusing on emotional loyalty in the competitive retail sector. They discuss strategies to attract and retain professional customers, store size, customer services, and future loyalty program enhancements, including education events and partnerships.

Today's episode features an award-winning loyalty program for people who value an exceptional night’s sleep!*Sleep Number* is a 35-year-old retail brand that achieved revenues in excess of $1.85 Billion in 2021. The company operates over 650 stores in 50 states in North America, and seems to be going from strength to strength!In this episode, we discuss their Inner Circle Rewards program and its role in driving customer advocacy.Our guest is Lisa Erickson, Sr. Director of CRM and Loyalty, who shares her vision of leveraging loyalty to create an army of advocates, using gamification, social sharing, and digital and traditional channels to connect with her members and help them live their best lives, by helping them enjoy a great night’s sleep.Show Notes:1) Sleep Number2) Inner Circle Rewards3) Lisa Erickson

The Greenbacks Loyalty Programme has evolved as a powerful way for Nedbank to reward its complete banking relationships with its customers.In this short summary show, I'm summarising my interview with Dharmesh Bhana, who is leading the evolution of their compelling loyalty proposition, focused on benefitting all stakeholders.Whether it's to help customers manage their money better, reward responsible borrowing or build excitement and engagement at key moments in customer's lives, this loyalty programme rewards banking customers in fun, friendly and compelling ways. Show Notes:1) Dharmesh Bhana - Executive: Loyalty & Rewards2) Nedbank 3) Greenbacks4) Full interview is available here