Let's Talk Loyalty

In many ways, today's loyalty landscape looks a lot like it did 40 years ago! So why is that? And how can businesses truly win over their customers' hearts and minds to excel in today’s fiercely competitive world? The answer lies in a relentless focus on consistently caring for those customers more powerfully and more authentically than ever before.Loyalty is more than just a focus on the transactional management of your relationships. It starts with companies being loyal to customers first, while also fully supporting their people and their investors as equal stakeholders through these increasingly turbulent times. This is one of the ways that the loyalty industry can become ‘unstuck’, according to today's guest. Phil Rubin, founder of Grey Space Matters, has more than 25 years’ experience driving growth for premier global brands and he joins me today to share his latest ideas that stakeholder capitalism and profitable business practices can be a force for good.Show Notes:1) Phil Rubin2) Grey Space Matters3) The Five Dysfunctions of a Team

Tupperware is truly a household name with consumers around the world, famous for its innovative food storage and preparation containers. The brand has recently realised the power they can harness by investing in a professional loyalty strategy to connect with its consultants, retail partners and of course consumers. This episode of "Lets Talk Loyalty" shares the story and insights of loyalty expert Fernando Jimenez who has recently taken on this fascinating new role, designing a loyalty program for Tupperware products in Mexico.Listen to learn from his impressive loyalty background in the airline sector and his approach to this new project. Fernando is also my first guest from Mexico so I hope you enjoy listening to this exciting episode.Show Notes:Fernando JimenezTupperwareTupperware Brand México#187: Microsoft Rewards - Insights and Ideas

In this summary episode, we discuss our key learnings from our conversation in early 2021 with the CEO of IAG Loyalty Limited, the company that operates "Avios" - the loyalty currency of the five airlines of the IAG airline alliance.Adam Daniels shared some of the extraordinary changes in consumer behaviour that evolved as a result the global pandemic, with dramatic increases in non-travel engagement such as online shopping, and the success of new propositions driving emotional loyalty at this particularly challenging time for all airlines and their loyalty programmes.   Show Notes:1) Adam Daniels Chief Executive Officer2) IAG Loyalty3) #96: IAG Loyalty Shares New Trends including eStore, new Banking Propositions and Employee Loyalty

Sustainability is both an urgent and an important focus for businesses, and one that loyalty marketers can play an important role in supporting. But how?In today's podcast, we're joined by Isobel Finlayson, Sustainability Lead for Mando Connect to share their ideas, insights, research and suggestions on practical ways that loyalty marketers can help. We showcase some examples of global best practice in sustainability led by loyalty professionals, with examples in both retail and aviation, and we discuss eight specific tactics you can consider implementing to leverage the power of your loyalty programme to address this critical concern for both consumer and companies alike.  Show Notes:Mando ConnectsIsobel FinlaysonMando Connect’s White Paper DownloadSustainability article and exclusive research for The Wise MarketerMando Connect’s Million Tree Pledge

Not enough time and attention is devoted to understand the incredible value that loyalty programmes are driving indirectly for organisations – building the brand in less obvious ways than we typically measure when we’re calculating the ROI of our initiatives. But yet, these indirect benefits can be extremely valuable in the ways they impact the buying decisions that customers make!!This is a key insights from today's conversation with Collin Larijani who has over 12 years of experience working with Epsilon, building solutions across all marketing domains.  Collin joined me today to reflect on some of the top trending topics that are emerging from the “loyalty labs” that Epsilon is running across APAC, including the power of both zero party data and first party data for organisations.Collin also shares his belief that loyalty professionals are perfectly positioned to lead within their organisations – using the power of their data, customer focus, and insights to become more visible and more helpful as both the heart and mind of the business.I hope you enjoy listening to my conversation with Collin Larijani from Epsilon!Show Notes:EpsilonCollin LarijaniLet's Talk Loyalty with Epsilon: Complimentary Loyalty Lab

Payback is widely respected as one of the most innovative companies in Germany, with over 80 million members in six international markets and an impressive redemption rate of over 95%!In this short show, we summarise the highlights of our interview with Payback's CEO, Bernhard Brugger, showcasing their remarkable achievements over the last 20 years.Learn how Payback grew from a simple multi-partner program to its current positioning as a global marketing technology and services company.Show Notes:PaybackBernhard Brugger#94: Global Coalition Loyalty Insights with Payback's CEO Bernhard Brugger

In the Asia Pacific region, pioneering brands lead the way for digitally-demanding consumers by personalizing their experiences using big data and artificial intelligence.Dan Cantorna, Vice President of Data, Insights, and Technology for Collinson in Asia Pacific, joins us in this episode to share his fascinating insights on some of the digital and loyalty innovations emerging from the region. With so many global brands looking to Asia to understand the consumers of the future, this conversation offers an insight on what to expect from loyalty members and the consumers of the future. This episode is sponsored by Collinson.Show Notes:Dan CantornaCollinson

Yuu Rewards is a leading loyalty program launched in Hong Kong in 2020 which prides itself on its innovative digital-first strategy. Created initially as a coalition programme, Yuu Rewards has proven to be a compelling proposition for the digitally-savvy consumers that Asia is renowned for.Now two years old, I’m today joined for a second conversation about Yuu Rewards by COO Mark Sage, who explains how the programme has grown, offering compelling new services, and is now firmly established as a market-leading super-app with numerous new and exciting benefits to users – such as industry-leading ecommerce capabilities at its core.In this conversation, we also discuss the power of *collectibles* as a tool to build consumer loyalty and engagement both online and offline.Show Notes:Yuu RewardsMark SageYuu To MeYuu To Me Ad#61: Yuu Rewards, Hong Kong's New Coalition ProgrammeTime Stamps:02:29 - Mark’s favorite loyalty program05:43 - The most significant change in recent months.09:40 - Yuu Rewards' technical evolution journey over time.19:35 - Using collectibles to engage consumers both online and offline33:20 - Mark's thoughts for future industry trends

In January 2020, Google announced that it would no longer support third-party cookies for users of the Chrome browser. What sounded like a massive challenge for marketers who've relied on them for many years, may in fact result in incredible growth and opportunity for loyalty marketers. In today's short summary episode of Let's Talk Loyalty, we review our conversation on this huge topic with Elliott Clayton, Senior Vice President of Media for Epsilon in the UK.Elliott explained why it is such an exciting time to work in loyalty marketing, and how loyalty marketers can help their brands embrace the cookie-less future. Show Notes:EpsilonElliott Clayton#92: The Increasing Importance of Loyalty in a Changing Media Landscape with Epsilon

Del Taco is the world's second-largest Mexican fast-food restaurant chain, and its loyalty program is playing a vital role in its popularity and growth.In this episode of Let’s Talk Loyalty, Erin Levzow joins us to share her industry-leading insights and ideas from their "Del Yeah!" program which has already won prestigious awards - including B2C app of the year and the Gold Award for Loyalty Strategy.Learn how Del Taco has created such a compelling mobile app featuring Del Yeah! Rewards to truly attract and retain its customers.This episode is sponsored by Cheetah Digital.Show Notes:Del TacoDel Yeah! RewardsErin LevzowTime Stamps:03:00 - Erin’s favorite Loyalty Program10:15 - Del Taco's Context11:22 - Del Taco’s Loyalty Program Concept17:30 - Membership figures for Del Taco’s programs18:34 - Pareto Principle perspectives22:40 - Erin's knowledge gained while working in Las Vegas31:03 - Replatforming Del Taco’s program34:53 - Del Yeah Rewards' future priorities40:15 - Del Yeah Rewards Perspective on Metaverse