Let's Talk Loyalty

Wiiv Rewards is a coalition loyalty programme in Mauritius, created by the country’s largest private company IBL Group and boasts eleven loyalty partners across multiple business sectors.After only a year in existence, Wiiv won two of the loyalty industry’s most prestigious awards at the 2019 Loyalty Magazine Awards: the Regional Loyalty Champion Award for Middle East and Africa as well as Highly Commended as the Best New Loyalty Programme for 2019.Join me in this short summary episode as I look back on what I learned from my interview with Delphine Lagesse and Cecile Henry on behalf of IBL Together.Show Notes:#57: Award-winning loyalty programme in Mauritius - Wiiv Rewards 

Listen and learn some impressive ideas and insights from eBucks, the loyalty program that was just awarded the title of “Best Programme of the Year” AGAIN at the 2021 South African Loyalty Awards.In this episode, Let’s Talk Loyalty speaks with Johan Moolman, CEO of eBucks, about what makes his programme the one that South African people said they couldn’t live without. eBucks is a rewards program for FNB bank customers, providing rewards to card users for simply spending with their bank cards.The highly successful program has been running for 21 years and was also recipient of "Most Innovative Use of Technology" award, for the 3rd year running.Show Notes:1) Johan Moolman, CEO, eBucks Rewards2) eBucks 

Let's Talk Loyalty talked with Rob Burgess, a leading travel loyalty expert in the UK, who created HeadForPoints.com to share his ideas on how to get the best value from UK travel loyalty programmes. In this short summary episode, I share the top three tips I learned from Rob for loyalty industry professionals, including travel and traditional and innovative retailers such as Pret a Manger's new subscription loyalty programme, John Lewis departments stores and the iconic Danish café brand - Joe & the Juice.Show Notes: 1) Episode #56: Head for Points - Interview with the UK's leading website for frequent flyers**********************************************************************************This episode is sponsored by Phaedon.Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

Australia is a fascinating loyalty market led by two dominant airlines who have successfully built partner networks to make it incredibly easy for Australian consumers to earn points across all parts of their household spend. Someone who feels passionately about the extraordinary experience of "flying flat" is Steve Hui, who has built a brand and a business advising Australian consumers how to do exactly that. In this episode, Steve says that earning loyalty points is easy but redeeming them is not. He shares his top tips and ideas for loyalty professionals to drive points redemption - including ideas to support education, inspiration and consumer engagement. Show Notes:Steve Hui, CEO, I Fly Flat

"Very Me Rewards" was launched by one of the UK's top telecommunications companies in 2018, as a non-points-based programme, instead leveraging partnerships and "share-able" rewards, to create an award-winning customer loyalty proposition.Listen to discover how Vodafone's "Very Me Rewards" is building loyalty in this ultra-competitive sector in the UK.Show Notes:1) Let's Talk Loyalty Episode 55 - Vodafone UK's Very Me Rewards Programme 

Cristina Ziliani is the Professor of Loyalty Marketing and CRM at the University of Parma, Italy, where she has been leading the "Loyalty Observatory" for an incredible 20 years.In this episode, she shares the work they do there for the Italian loyalty community, which includes loyalty research, consulting and education across the entire field of loyalty, CRM, CX, and analytics. If you're interested in loyalty in Italy, this is the episode for you! Show Notes:1) Cristina Ziliani - Professor of Marketing and Head of the Loyalty Observatory at the University of Parma2) The Loyalty Observatory3) The Loyalty Observatory Report on Italy

Today's episode features what I learned from my episode with Margaret Molloy, a globally-recognised marketing thought leader, and someone who advocates simplicity as a key principle for brands.  We discussed "simplicity" and how it drives business value and customer loyalty, so I captured the key points of our discussion in this short summary show. Listen to this episode of Let's Talk Loyalty to understand simplicity as an increasingly powerful, yet underestimated factor that drives loyalty in every business. Show Notes:  1) Episode #54: The Role of Simplicity in Driving Customer Loyalty 

Panera Bread is a US bakery chain of over 2,000 cafes and it operates one of the restaurant industry's largest loyalty programmes. In early 2020, it dramatically changed the loyalty industry with a disruptive subscription proposition, offering unlimited coffee for just $8.99 a month.Guided by a clear insight on customer needs from it's member base, it has earned respect around the world for creating a whole new business model, leveraging the power of subscription psychology to delight its members.  In this fascinating discussion, I'm joined by Meenakshi Nagarajan, SVP, Recurring Revenue and Loyalty at Panera Bread, who shares some of the challenges that they overcame to create this incredible success story, as well as its latest strategy - partnering with other like-minded brands to drive further disruption and ultimately, extraordinary growth from this paid loyalty proposition. 1) Meenakshi Nagarajan, SVP, Recurring Revenue and Loyalty at Panera Bread2) Panera Bread Subscription Loyalty - Press Release - February 20203) Panera Bread

As one of the world's largest retailers, Shell is a well-known for its fuel stations and increasingly its convenience stores around the world, and it operates loyalty programmes in twenty-one of the countries it trades in.With this global perspective, it was fascinating to chat with Pavel Los, Shell's Global Loyalty Manager about their latest launch in the UK market - a points-free programme called Go+, as well as their strategy in China and his view on loyalty coalitions.This short show summarises everything I learnt from this episode of Let's Talk Loyalty.Show Notes:1) Pavel Los - Global Loyalty Manager Shell2) Shell Go+ - Shell's UK Loyalty Programme3) Shell Clubsmart - China4) Let's Talk Loyalty Episode 53 - Interview with Pavel Los, Shell

As the creator of the “net promoter system”, Fred Reichheld is a true legend in the loyalty industry.His career spans 44 years as a consultant, author of four best-selling books and an internationally-renowned speaker on loyalty, and currently a Fellow with Bain & Co.He joins me today to introduce his latest book called “Winning On Purpose – The Unbeatable Strategy of Loving Customers” – which features some profound new ideas on the very fundamentals of how we do business.He challenges the dominant corporate approach based on greed, and shares powerful evidence of how NPS leaders in every category, consistently earn superior profits.This book also introduces his new framework, which he describes as the accounting-based twin for net promoter score – called “earned growth rate” – which is set to become another industry standard and framework for excellence.In my view, Fred’s work and this latest book are deeply important to us as loyalty professionals, business practitioners and human beings living “on purpose”.Show Notes: 1) Fred Reichheld – Bain Fellow, Author/Speaker on Loyalty, Creator of the Net Promoter System2) Bain & Company 3) NPS Prism 4) Winning on Purpose on Amazon – The Unbeatable Strategy of Loving Customers