Let's Talk Loyalty

Rich Long, a loyalty expert with a rich background working for iconic brands like PepsiCo and McDonald's, dives into the intricacies of loyalty marketing. He shares his favorite loyalty programs and the effective strategies brands use to engage customers. The conversation highlights the need for evolving approaches that balance customer insights with social responsibility. Rich also discusses innovations like gamification and AI-driven personalization, essential for staying competitive in today's market.

Executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group, Bill Hanifin, and his CMO, Aaron Dauphinee join you this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty.  Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses.This month we are addressing the topic of Data Analytics in Loyalty Marketing. The conversations are inspired by our Loyalty Academy course #107 Introduction to Loyalty Analytics.In this week’s episode Bill and Aaron cover the wide range of data sources and compare thoughts on whether brands are collecting the right data, too much data and if in the end having a 360-degree view of the customer is exactly where they want to be.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

Join Paul Tuscano, the Chief Digital Officer for KFC USA, and Roger Williams from Marigold, as they dive into KFC's innovative new loyalty program that leverages gaming and fun to engage diners. They discuss the impressive growth of over 3.5 million members in early 2024 and the importance of understanding consumer needs. The conversation highlights strategic partnerships, digital transformation, and how elements like gamification are reshaping customer loyalty in the fast-food industry. Tune in for insights on building emotional connections with fans!

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today we are talking about AI – not the technical (i.e complicated) side of the technology of course, but the practical business side that we all know is increasingly important to understand.This episode is for anyone who is excited about the potential of the technology but might not be sure where to start.Maria Wróblewska is Comarch's AI Product Owner, which she comes to with already many years as their product owner for their loyalty platform.Maria’s message is that using AI is easy and she joins us today to explain the main use cases and hopefully eliminate anything that has been holding you back from starting to use AI in your loyalty program.Please enjoy our conversation with Maria Wroblewska, AI Product Owner at Comarch.This episode is sponsored by Comarch.Show notes:1) Maria Wróblewska2) Comarch3) ebook: How AI Personalization Drives Customer Loyalty

Executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group,Bill Hanifin, and his CMO, Aaron Dauphinee are back again this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty.  Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses.In this week’s episode Bill and Aaron take a different twist on things by exploring some terminology and understanding around some basic constructs. There are five episodes this month where the duo explores topics from the Loyalty Analytics curriculum (course 107) so they thought they’d take a bit of a time out to mull on some recent in market experiences that impact loyalty marketers.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.This episode explores some of the key concepts that underpin how we as human beings behave with brands, through the academic insights and wisdom of Alex Brown, whose work I have followed on LinkedIn for the last few years.With an incredible career teaching digital marketing and digital strategy in top tier schools including London Business School and Wharton University, I was thrilled when Alex started binge-listening to "Let's Talk Loyalty" a couple of years ago as part of his preparations to teach his students about the power of emotional loyalty and I know he still recommends us to his students!Alex is fascinating to follow given his career focus and pioneering the use of social media throughout his teaching and industry work, and he joins me today to talk about loyalty through the lens of Taylor Swift and Trust.Listen and learn and please do enjoy our conversation.Show notes:1) Alex Brown2) London Business School3) Hierarchy of Trust: A Framework4) #40: Loyalty Lessons From Wharton School's Professor of Marketing, Peter Fader

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today's guest is Fred Dumoulin, Strategic Advisor to the Collinson Group, focused on driving the loyalty market in France in partnership with Salesforce.Fred and his colleagues recently completed some comprehensive research with loyalty programme managers in France and he joins us today to share some of those insights and how they compare to members of programmes in international markets.We also discuss the Loyalty Maturity Assessment tool which is a free online tool available for anyone listening who wants to get some confidential insights on how your programme compares to others.Listen to enjoy our conversation with Fred Dumoulin, courtesy of the Collinson Group.The episode is sponsored by Collinson Group.Show notes:1) Fred Dumoulin2) Collinson Group3) Mckinsey Article: Coping with the big switch: How paid loyalty programs can help bring consumers back to your brand4) Collinson Loyalty Maturity Assessment

Executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group,Bill Hanifin,, and his CMO, Aaron Dauphinee are back again this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty.  Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses.In this week’s episode Bill and Aaron share some thoughts on channel preferences and frequency of contact to help loyalty marketers think about how they might cut through to some members, not necessarily all, in an increasingly loud landscape.  This is the last of four episodes this month where the duo explored topics from the Loyalty Member Communications (course 110).Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.This episode features unique insights – hot off the press - from last week’s release of the 2024 Travel Benefits and Customer Engagement Research Report for APAC commissioned by our friends at Collinson International.Surveying 7,250 cross-generational consumers across fourteen Asia Pacific markets, this report is designed to help brands, particularly in the financial services sector, to gain a deeper understanding on the power and influence of travel and how it presents new opportunities for brands to build strong relationships with their most valued customers, differentiate from competition and deliver measurable business impact. Joining me in this episode is Rohan Bhalla, APAC Vice President for Business Solutions at Collinson International. He shares further insights from the report on the spending patterns of travellers in Asia Pacific; their expectations towards travel benefits; and how effectively these benefits influence credit card choice and usage today. Listen to enjoy my conversation with Rohan Bhalla from Collinson International.This episode is sponsored by Collinson International.Show Notes:-1) Rohan Bhalla2) Collinson International’s 2024 APAC Travel Benefits and Customer Engagement Report3)Collinson International’s The Value of Sports and Music Tourism Report4)About Collinson

This episode of Let's Talk Loyalty is in Spanish. Club Cinepolis es el programa de lealtad de Cinepolis, la cadena líder de cines en México y la 4ª cadena más grande del mundo. Con 21 años de existencia, el programa de lealtad se está transformando para entregar una mejor propuesta de valor a los usuarios.Hosted by Alex SaulShow Notes1)Club Cinepolis2)Carlos A. Carreño