Let's Talk Loyalty

In this short summary episode, I am looking back on a fascinating episode I conducted with Jonathan Hopkins of Sonder Media, all about the revenue potential for loyalty programmes to leverage some of their customer relationships and permissions as media channels.From American Express to Virgin Australia, I learned about some of the incredible work that is being done to unlock the billions of dollars of media value that is often left untapped.If you are not yet aware of the inherent media value within your loyalty programme, this episode will share insights on how these assets can be used for commercial gain.Show Notes:1) Episode #62: The Value of Loyalty Members as a Media Asset2) Jonathan Hopkins, Founding Partner, Sonder3) SonderMedia.com

Points for Good is a programme partner for brand loyalty programmes that allow customers to donate reward points toward a social purpose. Started in India as Points for People and expanding globally, in this episode we learned about the drivers behind this impactful programme from Brian Almeida, Founder of Points for Good.Brands have long partnered with charities, but keeping the relationship successful long-term can be a labor-intensive task. This programme offers connections to more than 14 global charities helping children, animals, the environment and more. With more than 1,000 corporate users, Points for Good, along with brand partners and users, is making a positive difference in the world.With a flexible platform that allows brands to customize the points structure and the charities offered, Points for Good is a great choice for loyalty managers with proven experience that satisfies an emotional loyalty connection with customers. Show Notes:1) Brian Almedia, Founder, Points for Good 2) Points for Good website 

Yuu Rewards is the first coalition loyalty program ever launched in Hong Kong and we had the opportunity to speak with Chief Operating Officer and loyalty expert, Mark Sage, about the amazing success of the program.In this short summary episode, we look back on lessons learned when launching this massive program in a very short time in the middle of a global pandemic.Show Notes:1) Mark Sage, Chief Operating Officer, Yuu Rewards2) Yuu Rewards

In this week's episode, we explore the launch of a customer reward program by Denmark's largest retailer.We are joined by Andras Szocs, Head of Customer Programs and Center of Excellence for The Salling Group. As Denmark's largest retailer, The Salling Group serves over 11 million customers per week and operates more than 1,400 retail locations including restaurants, discount and grocery stores and coffee shops. Szocs led development and execution of a new customer program in mid-2020. Hear how they arrived at taking the less traditional route with this company-wide, fully-integrated digital marketing program, while keeping the program unique to the brands. Weaving in digital payments, coupons and gamification into the individual brand apps, The Salling Group apps have more than 1.2 million users in just over one year.This episode is sponsored by Cheetah Digital.Show Notes:1) Andras Szocs, Senior Director and Head of Customer Programs and Center of Excellence for The Salling Group2) The Salling Group

BP is one of the world’s largest oil companies, operating service stations in nearly every corner of the world. In this short summary episode, I am reflecting on an interview I had with Olivier Martinet, who led BP’s loyalty initiatives for more than a quarter century.We look back on lessons he learned when rolling out digital marketing campaigns, loyalty programs and mobile integrations in both emerging and mature markets.Show Notes:1) Interview Episode #60: BP Discusses Driving Loyalty in Fuel & Convenience Globally2) Olivier Martinet, former VP Global Retail Consumer Data Analytics and Use Case Governance, Insights & Loyalty, BP3) BPme

The global loyalty landscape has dramatically shifted in the wake of the global pandemic. Customers think differently, privacy laws and policies have changed and mobile adoption has skyrocketed. Brands must continuously evaluate their programme offers to best fit with how consumers behave and the upcoming 2022 International Loyalty Awards will recognize those brands who have excelled at doing just that in 2020 and 2021.Recently rebranded from the Loyalty Magazine Awards, Annich McIntosh takes the Awards onto the international stage to better represent the global influence of brands and bring even more inspiring and innovative stories to the 2022 Awards ceremony. Beyond traditional programme categories, the Awards will also recognize individuals dubbed the "Loyalty Royalty" in the "30 Under 40" category as well as teams or individuals in the "Industry Personality or Organisation for 2022" category.Find out the key dates to enter these Awards, reasons to enter and some top tips for ambitious loyalty professionals focused on achieving international recognition for their work. Show Notes:1) International Loyalty Awards2) Annich McIntosh, Editor and CEO, Loyalty Magazine Group3) International Loyalty Awards Call for Entries Booklet 2022

In this short summary episode, I looked back on an episode with two rising Epsilon executives, Tamara Oliverio and Julie Smith, to hear about how brands can assess and evolve their loyalty programmes to stay successful with consumers in this rapidly changing time.I revisited key takeaways from that episode that will help retailers and brands further engage with customers by focusing on having a strong mobile platform, offering contactless payments and simplifying the overall customer experience across all touchpoints. We also discussed ways to increase emotional loyalty with customers and therefore increase their as well as "share of heart" as well as "share of wallet". Be sure to also listen to the full episode to learn more great tips and trends to ensure loyalty programme success.Show Links:1) Interview Episode #59: Epsilon Talks 121 Loyalty, Contactless Loyalty and Emotional Loyalty2) Epsilon.com3) Tamara Oliverio, Vice President of Strategic Consulting, Epsilon4) Julie Smith, Vice President of Strategic Consulting, Epsilon

Join us to discover the Irish Loyalty Summit and Irish Loyalty Awards 2022, with Eileen McGuinness, Co-Founder of the Irish Loyalty Awards. The Summit features globally recognised loyalty speakers with deep knowledge of the loyalty marketing industry and will be of interest to loyalty practitioners in the UK, Europe and even further afield.Featured speakers include experts from Bond, The Loyalty Academy and others to talk about the power of customer loyalty and explore the role of loyalty marketing in the age of disruption.The Irish Loyalty Awards are returning to an in-person celebration to recognize Irish businesses that have demonstrated loyalty industry excellence at the heart of their businesses. Show Notes:1) Irish Loyalty Awards and Summit   2) Eileen McGuinness, Co-Founder, Irish Loyalty Awards3) Marian Kelly, Co-Founder, Irish Loyalty Awards 

In this short summary, I looked back on an episode with a Comarch executive, Sidney Dunn to hear this global loyalty technology leader share some key trends and insights he is hearing from their clients.Comarch works with global powerhouse brands like BP, ADNOC Petroleum and Costa Coffee to deliver world-class loyalty solutions to their customers.From the collection and analysis of data insights using machine learning, AI and social mining to support program execution, the short show features the ideas I found most valuable in my interview with Sid and of course, be sure to listen to the full episode for other great ideas.This episode is sponsored by Comarch.Show Links:1) Interview: #58: Global Loyalty Insights from Comarch's Sidney Dunn2) Comarch.com3) Sidney Dunn

In this episode, I talk with Robbie Kellman Baxter, the world's leading expert on subscription pricing and membership models.Robbie is a bestselling author, speaker and consultant with more than twenty years of experience providing strategic business advice to major organizations including Netflix and other notable brands. She is the author of The Membership Economy and The Forever Transaction and host of the podcast, Subscription Stories: True Tales from the Trenches. Robbie has spent many years encouraging brands to cultivate a must-have, "craveable" programme that customers and users simply cannot live without. In this episode, we explore why retailers, brands and businesses - large or small - absolutely must consider offering subscriptions or memberships as an additional "bow in their quiver" if they wish to remain competitive in their markets.Show Notes:1) Robbie Kellman Baxter, Strategic Consultant, Peninsula Strategies2) www.robbiekellmanbaxter.com