Let's Talk Loyalty

Customer advocacy and emotional loyalty are driven by value-based alignment rather than product, service and price points. Explore a new take on customer loyalty from the latest whitepaper from Yuping Liu-Thompkins, Professor of Marketing at Old Dominion University and Director of Loyalty Science Lab. Her latest whitepaper: The Politics of Brand Loyalty unpacks US consumer views on values alignment and how ideological views impact brand decisions.Hosted by Amanda CromhoutShow Notes:1) Yuping Liu-Thompkins2) Old Dominion University3) Loyalty Science Lab.4) The Politics of Brand Loyalty5) Marketplace Dignity Transforming How We Engage with Customers Across Their Journey (Book)

In this engaging conversation, Priyanka Lakhani, Senior VP at Collinson Group, shares her extensive expertise in enhancing loyalty program profitability. She discusses the crucial intersection of profitability and customer expectations, urging a shift in mindset to prioritize clear objectives and ROI. The dialogue examines the evolving landscape of loyalty initiatives, emphasizing the importance of data utilization and personalized rewards. Priyanka also highlights innovative strategies that can unlock new revenue opportunities and drive sustained customer engagement.

In this episode Charlie Hills interviews Kate Wheaton, the Head of Strategy for Ogilvy One. Through her long career, Kate has worked on some of the UK’s most effective and loved loyalty programmes for brands such as Sainsbury’s, Tesco, Boots, Vodafone, British Airways, Waterstones and Pets at Home. She enjoys the combination of strategic rigour and creativity that modern loyalty demands to be successful.Today we will be learning about her favourite book and loyalty programmes, highlights and key learnings from the programmes she has worked on and all about the new loyalty white paper from Ogilvy One “Loyalty in the Age of the Emotional Consumer”.Hosted by Charlie Hills Show Notes :Kate WheatonOgilvy OneOglivy - Ideas - Loyalty -Age- Emotional ConsumerEuropean Loyalty WhitepaperMando-ConnectThe Power of Moments: Why Certain Experiences Have Extraordinary Impact

In this episode Aaron Dauphinee speaks with CLMP™ and loyalty academic, Darron Kirkley from the University of South Carolina (USC). Darron is one of less than a handful of instructors in the USA who have created a university level class focused on the discipline of loyalty. His course, Hospitality Loyalty Strategy, is taught through USC's College of Hospitality, Retail and Sport Management and Darron is a steward of the hospitality sector.  Darron shares his unique perspective into the mindshare of the next generation of loyalty marketers. We also discuss the drivers of loyalty in hospitality and the go-forward state for the loyalty industry.The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Aaron Dauphinee.Show notes:1) Darron Kirkley2) USC's College of Hospitality, Retail and Sport Management3) University of South Carolina (USC)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today's episode features a truly global loyalty perspective coming from Indonesia, which is in fact the 4th most populous country in the world!Our featured brand is one of the largest retail conglomerates in Indonesia with nearly 200 stores and a market leadership position particularly in the kids and baby segment.Kanmo Group is the official distributor for Indonesia of multiple world class brands and their portfolio includes global icons such as Mothercare, COACH, Adidas, Havaianas, Liverpool Football Club & Nespresso.Our guest is Rajesh Grover, Kanmo’s Group Vice President of AI, Digital and Omnichannel, which includes responsibility for the Kanmo Circle loyalty programme.Separately, Rajesh has also recently written and published a book called “Start Unselling Now” which introduces his customer-first approach that prioritizes the buying journey over sales targets.Please enjoy this episode from the Kanmo Group in Indonesia.Show notes:1) Rajesh Grover2) Kanmo Group3) Kanmo Circle4) Start Unselling Now: The Sales Manifesto for Winning Customers (Book)5) One Click: Jeff Bezos and the Rise of Amazon.com (Book)

This episode is in Spanish and is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.En el episodio de hoy está con nosotros Cristian Ortiz, CEO de LATAM Pass, uno de los programas de viajero frecuente más grande deLatinoamérica con 49 millones de socios. Nos describe cómo ha evolucionado elprograma a lo largo de los últimos años, pasando de un modelo de coalición,anteriormente conocido como Multiplus, a lo que es ahora. Nos comentó comoconectar con los socios del programa para que se mantengan enganchados con lapropuesta de valor y como extenderla para estar presentes con el socio todos losdías.Hosted by Alex Saul.Show Notes:- 1) Cristian Ortiz2) LATAM Pass3) Start with Why by Simon Sinek  (Book)

Today’s guest is Dave Sims, a well-known professional in North American loyalty circles. Dave is a Navy veteran who started his career with Proctor & Gamble and had early experiences creating business value using customer data while operating a startup. He has since been in a leadership role in the customer loyalty efforts at notable brands including DSW Shoes, GNC Nutrition, LaQuinta Hotels, and Nordstrom. He most recently served as Chief Marketing Officer for a large franchisee of Orange Theory Fitness.Dave shares insights on the future of loyalty, how to get support from the C-Suite, the tension between acquisition and retention, gamification and more. The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Bill Hanifin.Show Notes: 1) Dave Sims2) Orange Theory Fitness3) Bill Hanifin4) The Wise Marketer.

Arvind Fashions Ltd is a USD 500 m turnover fashion business, which has been in existence for over 30 years. Its loyalty base boasts over 10 million customers across its five different loyalty programmes. Tanya Alexander is AVP loyalty and Operations at Arvind Fashions Ltd and shares her challenges of operating five+ loyalty programmes, using customer-relevant channels and how she sees the role of AI driving faster hyper personalisation to better serve the Indian fashion market.Hosted by Amanda CromhoutShow Notes : 1) Tanya Alexander 2) Arvind Fashions Ltd3) The Ken 4) Forrester Research 5) Mckinsey Insights

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today we’re bringing you an incredibly exciting episode with NASCAR which is otherwise known as The National Association for Stock Car Auto Racing.NASCAR is the sanctioning body for the number one form of motor sports in the United States.Based in Daytona Beach, Florida, NASCAR sanctions more than 1,200 races annually in eleven countries and more than thirty U.S. states.Our guest for today’s episode is Donald Baal, Senior Director of Fan Loyalty for NASCAR Rewards who explains more about the sport, the multi-generational loyalty that already exists with fans and some of the fantastic reasons why the business made the decision to invest in a formal loyalty programme to build that emotional connection even further.Show notes:1) Donald Baal2) NASCAR3) NASCAR Fan Rewards4) The Ride of a Lifetime: Lessons in Creative Leadership from the CEO of the Walt Disney Company (Book)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.2025 is the time of year that leading industry brands share their incredible insights and research as a way to support our industry, so I’m delighted today to be joined by our longest-standing sponsor and partner of the show as one amazing brand that does exactly that.Comarch is a leading global IT company founded in Poland in 1993 which employs over 6,000 people, powering the technology needs of more than 40,000 companies worldwide.Comarch is also one of the most dedicated software companies in the world when it comes to its focus on loyalty marketing software.As part of that focus, I’m thrilled to be today helping them to launch their Customer Loyalty Predictions 2025 Report – focused on AI, Privacy and Sustainability - which was conducted by Comarch in partnership with the Global Loyalty Organisation.Joining me in the studio today to share insights from this global study are Lukasz Dubiel and Joanna Witsch from Comarch.I hope you enjoy their insights on these key loyalty topics which are so relevant for 2025 and beyond!This episode is sponsored by Comarch.Show Notes :1) Comarch2) Customer Loyalty Predictions 2025 Report – focused on AI, Privacy and Sustainability3) Lukasz Dubiel4) Joanna Witsch 5) The Heart-Led Leader (Book)6) Loyalty.com (Book)