Let's Talk Loyalty

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.For a masterclass in gamification, you can enjoy Yu-Kai Chou’s down to earth interview with Amanda Cromhout about gamification and his Octalysis Framework. He is the Founding Partner of The Octalysis Group and the creator of The Octalysis Framework which has been translated into 16 different languages, serving not only the commercial work but also academia. This interview highlights the impact gamification can have on customer engagement and the commercial results it drives in loyalty programmes. Yu-Kai Chou leaves us with three case studies of Porsche, Latam Airlines and La Quinta hotel group, all of which boast positive results worth taking note of.Show Notes 1) Yu-Kai Chou2)Amanda Cromhout3)The Octalysis Group4) Actionable Gamification by Yu-Kai Chou (Book)5) 10,000 Hours of Play by Yu-Kai Chou (Book)6) Thinking Fast and Slow by Daniel Kahneman (Book)

Juan Restrepo, leader of retail media strategy at OXXO and former Google executive, shares his insights on monetizing loyalty programs. He delves into the powerful synergy between retail media and loyalty initiatives, emphasizing the importance of consumer data in crafting personalized experiences that foster long-term loyalty. The discussion also highlights innovative marketing strategies, the role of AI in optimizing communication, and the critical need for clarity in mission to drive both customer engagement and growth.

Carly Neubauer, Managing Director of Elevate Loyalty and OneTap Group, introduces two leading strategists from Mando Connect—Charlie Hills and James Davies. Together, they bring a wealth of experience in loyalty strategy and analytics, shedding light on their collaborative work in the loyalty space.Charlie Hills is the Chief Strategy Officer and Co-Founder of Mando-Connect, WPP’s specialist agency for partnerships, loyalty, promotions, and rewards. As a passionate advocate for loyalty, she co-hosts Let’s Talk Loyalty, authors multiple white papers on loyalty and promotions, and serves as an Editor at Large for the Wise Marketer.James Davies, Senior Strategist and Analyst, specializes in loyalty and reward analytics, partnerships strategy, and consumer insight. With his expertise, he works alongside Charlie to produce cutting-edge research, including the third edition of the “Understanding Loyalty in Europe” white paper. This white paper explores membership, appeal, and impact across 24 European markets, marking a leading study in the field of loyalty.Show notes:1) Charlie Hills2) James Davies3) Mando-Connect4) YouGov5) Understanding Loyalty in Europe 3.0 - Whitepaper6) Knowledge is Beautiful - Book7) Zero to One Notes on Start Ups, or How to Build the Future by Peter Thiel - Book****************************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

Join Martina Lipp, a loyalty expert renowned for her transformative work at Disney, as she delves into the secret sauce of fan engagement. Discover how she revamped Disney's loyalty program, creating a seamless omni-channel experience that captivates superhero, Pixar, and Star Wars fans alike. Martina highlights the importance of personalization and the balance between innovation and customer trust. She also shares insights from her journey in the loyalty space and discusses influential business literature that shapes leadership and marketing strategies.

In this episode Bill speaks with CLMP™ and recognized industry figure, Steve Allmen, EVP, Strategy and Partnerships, Canadian Automobile Association. Steve is guiding marketing efforts for this large membership organization. His insights in this conversation will shed light on strategies and tactics to grow loyalty and engagement across large member groups and change the way you think about Membership Loyalty. Hosted by Bill Hanifin.Show notes:1) Steve Allmen2) Canadian Automobile Association3) Bill Hanifin4) The Wise Marketer5) Life: Keith Richards (Book)****************************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

In this episode Charlie Hills interviews Amanda Cromhout, the CEO and Founder of Truth. Based in South Africa, Truth is a boutique consulting business specialising in customer centricity and customer loyalty programmes. Amanda is also a proud co-host for Let’s Talk Loyalty!Today we will be learning about her favourite book and loyalty programmes, her background in loyalty and the highlights and key learnings from her new research report on loyalty in South Africa - The Truth and Brand Mapp Loyalty White Paper. It’s the only study of its kind in South Africa which is a renowned mature loyalty market.Hosted by Charlie Hills.Show notes:1) Blind Loyalty Trust2) Truth Loyalty Whitepaper download3) Amanda Cromhout Loyalty 4) Follow Amanda Cromhout on Instagram5)The Wealth Money Can't Buy: The 8 Hidden Habits to Live Your Richest Life6) Becoming SuperNatural **********************************************************************************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

In this episode Bill speaks with CLMP™ and recognized industry figure, Steve McClelland, Vice President of Loyalty, WestJet. Steve is guiding the operation of WestJet Rewards, which recently announced significant upgrades to its frequency flyer program. His insights in this conversation will shed light on strategies and tactics to fuel growth in the travel sector, and to optimize frequent flyer program operations.Hosted by Bill HanifinShow notes:1) Steve McClelland2) WestJet3) WestJet Rewards4) Bill Hanifin5) The Wise Marketer6) Moneyball: The Art of Winning an Unfair Game (Book)7) Red Notice: A True Story of High Finance, Murder, and One Man's Fight for Justice (Book)

This episode focuses on Poundland Perks … the new loyalty programme from Poundland in the UK. With Emma Collins, the Head of Digital Loyalty & Engagement for Poundland. Today we will be learning about Emma’s favourite loyalty programmes, how Poundland Perks is delivering for customers and the business and all about their plans for the future. Hosted by Charlie Hills. Show Notes:1) Emma Collins2) Poundland Perks3) Poundland4) European Loyalty Whitepaper5) Mando- Connect 6) YouGov7) Return on Courage : A Business Playbook for Courageous Change**********************************************************************************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

This interview with Neetan Chopra from IndiGo is highly insightful from learning about a relatively young airline, a very young loyalty programme and a global market place not to be ignored.  IndiGo operates out of India, which is the world’s 5th biggest economy. The airline carried over 100m passengers in 2024 and has growth plans for its carrier and frequent flyer programme, BluChip, which launched 5 months ago.Hosted by Amanda CromhoutShow notes:1) Neetan Chopra2) IndiGo3) BluChip4) Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones (Book)5) Accelerated Digital Transformation: How Established Organizations Can Gain Competitive Advantage in the Digital Age (Book)

Han Bailey has worked with some of the largest brands and loyalty programs in Australia and the US, including The Star Entertainment Group, David Jones, NewsCorp, Qantas, Global Red, Brierley & Partners, and Coca-Cola.Now consulting for a range of businesses and mentoring emerging loyalty talent, Han brings a commercial perspective to loyalty and a deep understanding of building programs from the ground up.Today’s conversation explores her journey—from an unexpected start in loyalty to developing and delivering some of the industry's most well-known programs.Hosted by Carly Neubauer Show Notes:1) Han Bailey2) Carly Neubauer 3)The Gift: A Survivor’s Journey to Freedom by Edith Eger