Let's Talk Loyalty

In this short summary show, we look back on an interview with Mala Raj discussing the key statistics that every loyalty marketer should be measuring, and what success looks like across key industries like retail!Listen to learn key insights from this loyalty expert from India, a market that's continuing to thrive in so many ways. Show Notes:1) Episode #66: Loyalty Statistics & Loyalty Programme Performance in India - What Does Success Look Like2) Mala Raj, Loyalty and Customer Strategy Specialist, Managing Partner Strategic Caravan International3) Mala’s LinkedIn post on World Statistics Day as referenced in both episodes

In this episode, we explore the latest lessons from Virgin Red, the loyalty programme for the Virgin group as it continues its impressive global growth.Launched in the U.K. initially and expanding now to the U.S. market, we spoke with Andrea Burchett, International & Strategic Development Director at Virgin Red about the global rollout and future intentions of the program.Virgin's programme is described as the "red thread" that connects this diverse group of companies, and delivers on the extraordinary expectations that members expect, to ensure this international loyalty programme becomes as well loved as the Virgin brand is across the globe.Show Notes:1) Andrea Burchett, International & Strategic Development Director at Virgin Red2) Virgin Red3) Audio correction: Virgin Points (the currency) was launched in September 2020 and the Virgin Red programme launched slightly later in November.

Air Canada has reimagined their points promise, offering flexible and unique rewards unlike any other airline.In this episode, we talk with Derek Whitworth, Managing Director of Marketing & Loyalty Optimization at Air Canada, about the incredible relaunch of the Aeroplan rewards programme.Aeroplan won the prestigious "Golden Loyalty Award for Excellence in Management" in 2021 and is beloved by Canadians.In this episode, we discuss the new Aeroplan proposition, with impressive new partners, unique upgrade awards and a host of new options for members.This is a can’t-miss episode for airline enthusiasts and loyalty professionals alike.Show Notes:1) Derek Whitworth, Managing Director, Marketing & Loyalty Optimization at Air Canada2) Air Canada's Aeroplan

In this short summary show, I look back on my 2020 interview with Paul Smitton, CEO of Asia Miles with Cathay Pacific Airways.Paul shared Cathay Pacific Airways innovative ways of retaining and engaging customers and some of the latest ideas and enhancements of their impressive Asia Miles program.Show Notes:1) Episode #65: Paul Smitton talks Asia Miles, Innovative Ideas in Airline Loyalty and Preparing for Travel's Inevitable Rebound2) Paul Smitton, Director Customer – Lifestyle at Cathay Pacific Airways3) Cathay Pacific Airways4) Episode #189: Cathay Pacific Airways Launches Lifestyle & Wellness Innovations

Being a professional loyalty professional can be a lonely job in a big corporation, but by growing our network and community through thought leadership and idea sharing, we can all grow together.In this episode, we are getting to know our newest show partner, The Loyalty People's Managing Director Tom Peace, who will collaborate with us on regular interviews going forward. The Loyalty People is a global strategic consultancy with a laser focus on loyalty and CRM, producing brilliant award-winning programmes. As a result of our new collaboration, we'll hear from many of their successful clients in the coming year!Show Notes:1) Tom Peace, Managing Director, The Loyalty People2) The Loyalty People website

Let's Talk Loyalty is growing in 2022 and I wanted to share a quick update with you about our newest partner which includes more fascinating interviews with loyalty experts around the world.Thank you for supporting our show and hope you will enjoy all that we have in store for you this year! As always, please send me feedback and guest and topic ideas to paula@letstalkloyalty.com and don't forget to subscribe for updates when each new episode releases.

In this short summary show, I look back on an interview with Assistant Professor of Marketing at Emory University, Dan McCarthy, about key marketing topics that loyalty marketers love, such as measuring the lifetime value of customers and predicting future spend. In that interview, we also talked about his exciting new tool for investors and leadership teams - called Customer-Based Corporate Valuation. This innovative framework offers a comprehensive approach to connecting the loyal behaviour of customers with the overall valuation of the firm! A huge leap forward for our industry. Professor McCathy also shared his insights on the Pareto Principle as well as the consumer behaviour changes he saw emerging as a result of the pandemic.Show Notes:1) Episode #64: Customer Based Corporate Valuation - Daniel McCarthy of Emory University2) Daniel McCarthy is the assistant professor of marketing of Emory University3) Article: How to Value a Company by Analyzing Its Customers, Harvard Business Review

Hong Kong's Cathay Pacific Airways recently celebrated 75 years of flying, and in this episode, we hear about their latest innovations from Paul Smitton, Director of Customer - Lifestyle at Cathay Pacific Airways.  Paul explains Cathay's new brand positioning, as well as its newly-launched lifestyle proposition and insurance product, which focuses on total wellness, rewarding its members with air miles for setting and achieving health and nutrition goals. Along with merging their two loyalty programmes in to one, Cathay is also exploring innovative new ways to engage with fliers and members through WhatsApp, virtual reality and social channels. Cathay is an increasingly innovative brand, with plenty of insights to inspire ideas for you too!Show Notes:1) Cathay Pacific rewards programme2) Paul Smitton, Director Customer - Lifestyle at Cathay Pacific Airways 3) CORRECTION: Within the episode, Paul mentions ‘HKSARG’ as ‘semi-autonomous region’, and it should have been referenced as ‘special administrative region’. 

In this short summary episode, I am looking back on an interview with George Mendes, Chief Officer Consumer Business with Vodacom in South Africa.Launched in mid-2020, I spoke with George just a few months after the launch of VodaBucks, a programme that researched the best loyalty concepts from around the world in order to develop a winning strategy. The programme includes impressive partnerships with a portfolio of brands across the country, using gamification to engage customers in a very economically diverse country.Show Notes:1) Episode #63: Vodacom South Africa Launches Vodabucks2) Jorge Mendes - Chief Officer: Consumer Business, Vodacom Group Exco Member3) Vodacom4) VodaBucks loyalty

Microsoft is one of the world’s most successful companies in technology, entertainment and in recent years, a leading platform in gaming. This week's episode of "Let's Talk Loyalty" features Adam Grupp, Director of Microsoft Rewards, who leads the company’s loyalty proposition.Microsoft Rewards engages members for gaming online, through Xbox as well as its Bing search site, where users earn rewards that can be redeemed for in-game activities, passes and charitable contributions. Hear how Microsoft Rewards thinks about loyalty and Adam's insights on key future trends for loyalty professionals to consider. Show Notes:1) Adam Grupp, Director of Microsoft Rewards, Microsoft2) Microsoft Rewards