Let's Talk Loyalty

As one of the world's longest standing, best known and most trusted research reports in the loyalty industry, I am delighted today to bring you the latest industry insights from "The Loyalty Report 2021". Featuring research with over 35,000 consumers in North America, this year marks the eleventh edition of the Loyalty Report from Bond Brand Loyalty, based on an in-depth assessment of over 450 loyalty programs in this unprecedented year of changing consumer behaviour.I was delighted to be joined by Phil Ruben, Bond Brand Loyalty's Executive Vice President of Global Insights, who explained some of the latest ideas the research uncovered, with topics such as "share of wallet" and the importance of being loyal TO your customers (rather than simply expecting it from them) emerging as critical concepts for loyalty professionals to understand.Show Notes:1) Bond Brand Loyalty 2) Phil Rubin Executive Vice President Bond Brand Loyalty 3) The Loyalty Report 2021

With a background running customer programmes and platforms for leading brands like Adidas and Nokia, Joseph Taylor is now a senior executive with Epsilon and in our discussion in early 2020, he shared some fascinating insights on loyalty trends and preferences around the world. As the global pandemic became an increasing concern, we discussed how loyalty programmes were adapting their models to stay profitable and powerful, proving to be an even more critical tool for brands to build trust and relationships - beyond just transactions and rewards. We also talked about the difference between transactional-style programmes and the newer emotionally-led propositions - what Epsilon calls "BIG L" loyalty versus "little l" loyalty!Listen to this summary to learn more about these ideas and other insights from Joseph Taylor for loyalty program managers around the world.Show Notes: 1) Joseph Taylor, Senior Vice President Operations, Epsilon 2) Loyalty Insights from Epsilon - full episode

Podcasting has proven to be the most powerful marketing I've ever done, so today, I'm talking about the power of podcasting, and other formats like video, as tools to create customer loyalty! At this extra-ordinary time of change, these communications channels, and particularly the human voice, create compelling connections with customers in a way I find truly exciting. My guest to discuss this is Jon Dwoskin, who has published over 1,000 podcasts episodes of his show "Think Business" and he joins me on "Let's Talk Loyalty" to share his insights on how to become more successful in your own career or business using content and these audio and visual communication channels that you might not have previously considered as tools to build loyalty with your customers.Show Notes: 1) Jon Dwoskin - Business Coach & Business Mentor 2) Think Business Podcast 3) JonDwoskin.com

Simon Rowles is a loyalty expert whose company Beyonde specializes in identifying disruptive technologies that have proven successful overseas and bringing those new ideas and solutions to his clients in Australia.Whether it's loyalty technology, payments, personalization, digitization or identity solutions, Simon explains the unique characteristics and profile of the Australian market, as well as some of his favourite technology ideas that both customers and clients are excited about. Recorded in April 2020, the original interview is a thoroughly enjoyable 40 minutes of loyalty insights that's definitely worth listening to!Show Notes: 1) Simon Rowles2) Beyonde 3) Let's Talk Loyalty Episode #31

Today, I'm sharing a one-off bonus episode of “Let’s Talk Loyalty” in partnership with my friends in Epsilon for their recent #EpsilonPersonalive event.With so many changing consumer expectations over the last year, alongside loyalty experts Prabhu Kannan, Amy Lanzi and Michelle Proctor, I joined a session to discuss "Loyalty Across the Customer Journey".It was my first “Let’s Talk Loyalty” LIVE podcast sharing how to create the best loyalty strategy for your organization’s goals.Please enjoy this one-off bonus episode of “Let’s Talk Loyalty”!Links:1) Epsilon 

The Loyalty Science Lab is a unique and incredibly useful marketing research facility from Old Dominion University that researches the psychological aspects of loyalty programs. Founded and directed by Yuping Liu-Thompkins, the Loyalty Science Lab collaborates with industry leaders to identify and research commercially important concepts that drive loyal customer behaviour. The Loyalty Science Lab therefore combines academic rigour with practical insight, allowing Dr Liu-Thompkins to become a subject-matter expert on the design and effectiveness of loyalty programs as a tool for customer retention, cross-selling, and customer growth.  Dr Liu-Thompkins has published her research in top marketing and advertising journals, and today joins "Let's Talk Loyalty" to share some of the exciting insights from her research that will prove fascinating to anyone running a loyalty program or initiative around the world. Show Notes: 1) Yuping Liu-Thompkins - Founder & Director of Loyalty Science Lab & Professor of Marketing, Old Dominion University2) Loyalty Science Lab Articles: What Happens When People Get Closer to a Reward? https://bit.ly/3qMEL6EHow to Nudge People to Go Further in a Loyalty Program? https://bit.ly/3jH5osgHow to Gauge Loyalty Program Engagement - https://bit.ly/36a3yIDYour Business Needs a Loyalty Model - https://bit.ly/3hdzySfAre Your Customers Really Loyal? https://bit.ly/3hAUtxx3) Loyalty Science Lab on Medium

The UK market is a dominant influence on marketing worldwide and one of my favourite resources to stay up to date on how its technology, communications and consumer culture are evolving is published each year in a "Trends Report" by Mindshare.In early 2020, I reviewed their latest predictions which are always both useful and insightful, and even though this research was conducted before the pandemic impact emerged, it features big ideas and consumer insights that loyalty marketers need to consider as we plan and manage our programmes.Show Notes: 1) Mindshare UK 2020 Trends Report2) Let's Talk Loyalty Episode 30

My guest today leads loyalty initiatives for one of the biggest banks in South Africa - Nedbank, whose Greenbacks Loyalty Programme began as a simple card swipe incentive programme, but has evolved as a powerful way for the bank to reward its complete banking relationships with their customers.By listening to customer feedback and understanding loyalty psychology and behavioural economics, Dharmesh Bhana is leading the evolution of a compelling loyalty proposition, focused on benefitting all stakeholders.Whether it's to help customers manage their money better, reward responsible borrowing or build excitement and engagement at key moments in customer's lives, Dharmesh shares his favourite learnings, including the power of competitions as a loyalty mechanic, as well as tangible rewards that can be converted in to cash to be easily used by customers.This episode is sponsored by Comarch.Show Notes:1) Dharmesh Bhana - Executive: Loyalty & Rewards2) Nedbank 3) Book Recommendation: "Don't Make Me Think" by Steve Krug

As the largest luxury retailer in the Middle East, the Chalhoub Group is a premium concept, representing some of the most exclusive brands in the world, so creating a compelling loyalty concept for them required new ideas and innovative thinking. This short show summarises my interview with Nida Unas, Head of Group Loyalty at the Chalhoub Group, who told me about MUSE - the programme they developed to reward premium Chalhoub customers with luxury experiences.Show Notes: 1) Nida Unas - Head of Group Loyalty at Chalhoub Group 2) Lets Talk Loyalty #29: Rewarding Loyalty with Luxury Experiences.

With over twenty years leading loyalty initiatives in the Middle East region for Collinson, today's episode features insights from Priyanka Lakhani who has worked with so many of the loyalty programmes in this region. Priyanka shares her insights on the importance of optimising the timing and relevance of your rewards, and driving redemption as a powerful way to create emotional loyalty with customers. We discuss new and different ways for members of travel loyalty programmes to earn points or miles when shopping online, as well as how paid loyalty and subscription-based programmes can drive profitable revenue for business.This episode is sponsored by Collinson.Show Notes:1) Priyanka Lakhani - Director South Asia, Commercial Director Middle East and Africa2) Collinson