Let's Talk Loyalty

My favourite loyalty stories are programs or platforms that serve a higher purpose that benefit us as people as well as the companies we are customers of.In episode 23 of LetsTalkLoyalty, I was thrilled to meet Dan Gipple, who is the founder of a loyalty platform called “Better Points” that uses loyalty psychology and mechanics to change consumer behaviour such as improving their health.I had met Dan through an inspiring story that the BBC did on a loyalty programme in Italy called Bella Mossa – a programme designed by the city of Bologna to address the problem of pollution.Listen to learn a summary of key insights on human behaviour & the psychology of consumer loyalty and some fascinating programmes that serve an even "higher purpose".Show Notes:Episode #23 of Let's Talk Loyalty BBC News - Clip featuring the city of Bologna's loyalty programme.Bella Mossa - Using Rewards to incentivise citizens of Bologna to drive less frequently,Dan Gipple.Better Points Platform. 

South Africa is famous for the innovative "shared value" business model that has created extraordinary loyalty within the insurance industry for more than twenty years. So how does a financial services firm like Old Mutual compete against the market leader? The answer is innovation, a clear intention to add value and be loyal TO members, enhancing their financial understanding, while ensuring their products and loyalty programme are accessible to customers in every segment of society. In this show, Brett Cameron, Head of Rewards at Old Mutual in South Africa, shares the ideas and insights that are driving growth, connection and financial wellbeing with Old Mutual's members and customers. This episode is sponsored by Comarch.Show Notes: 1) Brett Cameron - Head of Rewards, Old Mutual2) Old Mutual 

This short show is an introduction to CX – or “customer experience” - a field that has exploded in recent years as a powerful way to drive customer loyalty. I'm summarising my episode featuring Michael Killeen, founder of the “CX Academy” to figure out what customers expect from brands, why so many companies are appointing CX professionals, and how loyalty professionals can lead CX initiatives.Show Notes:1) Episode 22 of Let's Talk Loyalty 2) CX Academy3) Michael Killeen 

Today's episode is a summary of my interview with Sarah Richardson, Founder of the Australian Loyalty Association.In our original interview, Sarah had showcased the impressive loyalty marketing industry in Australia, so this short summary highlights some of the amazing things I learned from her expertise in that market. Sarah now runs a boutique loyalty consultancy firm called SCIENSA, advising on loyalty strategy and helping programme owners measure and improve the value of their loyalty programmes. Listen and learn for a masterclass in the Australian loyalty market.Show Notes:1) Sarah Richardson 2) Let's Talk Loyalty - Episode 21

Film, music and games are all assets that loyalty programme owners can leverage to drive emotional engagement with members. In this episode, I summarise my previous interview with film partnerships expert Tom Sugg, who explains how to leverage the power of the world's most popular entertainment brands as partners to engage your customers around their passion points.Show Notes:1) Brand Culture 2) Tom Sugg 3) Let's Talk Loyalty #20 - Leveraging Customer Passions to Drive Loyalty

Dr Anil Pillai is a human engagement expert, with experience advising some of the world's top firms across Europe, India and the Middle East. He is passionate about applying a deep understanding of human psychology to consumer's behaviour - whether it's to communicate effectively or change a desired behaviour. In today's show, we discuss concepts such as the 'Effort Assessment Score" as a framework that evaluates the effort needed for a customer to complete a task, our concerns about "loss of control" and the need to design our customer's loyalty journey with speed and simplicity in mind. We also discuss insights around the perception of various communications channels for audiences and how these may be perceived by users. For anyone interested in the neuroscience of either business or loyalty, Dr Pillai offers some superb insights to include in your approach. Show Notes: 1) Dr. Anil V. Pillai 2) BuyerBrain.com 3) Terragni Consulting 4) EAS - Effort Assessment Score Framework  5) Don Peppers6) Customer Fest Virtual Conference 7) https://hbr.org/2012/05/to-keep-your-customers-keep-it-simple8) https://faculty.washington.edu/jdb/345/345%20Articles/Iyengar%20%26%20Lepper%20(2000).pdf

Running a loyalty programme can be challenging in many ways so who can you turn to for advice, a second opinion and access to global loyalty brain power when you need it? One place is the "Customer Strategy Network" or CSN, of which I'm delighted to be a member.CSN is a global organisation of loyalty practitioners and in this short episode I summarise my conversation with Nick Chambers who leads the CSN and share the types of loyalty projects the CSN typically supports. Show Notes:1) Customer Strategy Network 2) Nick Chambers 3) Let's Talk Loyalty Episode #19 with Customer Strategy Network 

As the world's first ever airline alliance, the Star Alliance is an extra-ordinary example of how global partnerships can be created to ensure a compelling, consistent and seamless experience for airline customers and earn their loyalty.  With the alliance about to celebrate its 25th anniversary, I was delighted to learn some fascinating insights from their group Director of Loyalty, Renato Ramos who shares some superb ideas from his years of global airline loyalty experience.  We discuss the evolution of loyalty for airlines in a pandemic and post-pandemic world, including the importance of non-airline partnerships, the challenge and opportunity to extend airline loyalty programmes to leisure travellers, as well as innovative possibilities such as cash back and pre-paying for loyalty points.  Show Notes: 1) Renato Ramos 2) Star Alliance  3) Star Alliance Innovation Hub Announcement  4) Starbucks as a Banking proposition 

This is a summary of an already short show where I spoke about my predictions for the loyalty industry for 2020! It was recorded and released pre-Covid and featured my three big trends ideas, including the increasing role of CX for loyalty marketing, the importance of building an emotional connection with customers as well as my personal passion for using the human voice as a way to access key services, like my loyalty programme updates. Show Notes: 1) Episode 18 of Let's Talk Loyalty 

What are some innovative new ideas you could use to build consumer loyalty if you were brave enough to try them as one of the first?In this episode of Let's Talk Loyalty, I'm discussing MY absolute favourites - Whatsapp for Business/loyalty, the power of a voice marketing strategy and my all-time favourite, payment-led loyalty. These I believe are three of the most powerful tools available to loyalty marketers in 2021!To help me understand these innovative ideas, I chatted to Lisa Brightwell, the founder of one of the UAE's top loyalty agencies Bright Insights Consulting who has studied how these powerful tools can be used to differentiate your brand in this era of dramatic changes in consumer behaviour.Listen for a masterclass in innovative loyalty marketing and the powerful tools that you can use to connect with your customers.Show Notes:1) Lisa Brightwell - Managing Director2) Bright Insights Consulting 3) World Health Organisation Uses WhatsApp for Covid for Health Information4) KLM - First Airline Leveraging Whatsapp for Business  5) Whatsapp for Business 6) Esteé Lauder Voice-Activated Sampling Campaign7) Forbes Article on Loyalty