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.Today's episode features a truly global loyalty perspective coming from Indonesia, which is in fact the 4th most populous country in the world!Our featured brand is one of the largest retail conglomerates in Indonesia with nearly 200 stores and a market leadership position particularly in the kids and baby segment.Kanmo Group is the official distributor for Indonesia of multiple world class brands and their portfolio includes global icons such as Mothercare, COACH, Adidas, Havaianas, Liverpool Football Club & Nespresso.Our guest is Rajesh Grover, Kanmo’s Group Vice President of AI, Digital and Omnichannel, which includes responsibility for the Kanmo Circle loyalty programme.Separately, Rajesh has also recently written and published a book called “Start Unselling Now” which introduces his customer-first approach that prioritizes the buying journey over sales targets.Please enjoy this episode from the Kanmo Group in Indonesia.Show notes:1) Rajesh Grover2) Kanmo Group3) Kanmo Circle4) Start Unselling Now: The Sales Manifesto for Winning Customers (Book)5) One Click: Jeff Bezos and the Rise of Amazon.com (Book)

This episode is in Spanish and is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.En el episodio de hoy está con nosotros Cristian Ortiz, CEO de LATAM Pass, uno de los programas de viajero frecuente más grande deLatinoamérica con 49 millones de socios. Nos describe cómo ha evolucionado elprograma a lo largo de los últimos años, pasando de un modelo de coalición,anteriormente conocido como Multiplus, a lo que es ahora. Nos comentó comoconectar con los socios del programa para que se mantengan enganchados con lapropuesta de valor y como extenderla para estar presentes con el socio todos losdías.Hosted by Alex Saul.Show Notes:- 1) Cristian Ortiz2) LATAM Pass3) Start with Why by Simon Sinek  (Book)

Today’s guest is Dave Sims, a well-known professional in North American loyalty circles. Dave is a Navy veteran who started his career with Proctor & Gamble and had early experiences creating business value using customer data while operating a startup. He has since been in a leadership role in the customer loyalty efforts at notable brands including DSW Shoes, GNC Nutrition, LaQuinta Hotels, and Nordstrom. He most recently served as Chief Marketing Officer for a large franchisee of Orange Theory Fitness.Dave shares insights on the future of loyalty, how to get support from the C-Suite, the tension between acquisition and retention, gamification and more. The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Bill Hanifin.Show Notes: 1) Dave Sims2) Orange Theory Fitness3) Bill Hanifin4) The Wise Marketer.

Arvind Fashions Ltd is a USD 500 m turnover fashion business, which has been in existence for over 30 years. Its loyalty base boasts over 10 million customers across its five different loyalty programmes. Tanya Alexander is AVP loyalty and Operations at Arvind Fashions Ltd and shares her challenges of operating five+ loyalty programmes, using customer-relevant channels and how she sees the role of AI driving faster hyper personalisation to better serve the Indian fashion market.Hosted by Amanda CromhoutShow Notes : 1) Tanya Alexander 2) Arvind Fashions Ltd3) The Ken 4) Forrester Research 5) Mckinsey Insights

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today we’re bringing you an incredibly exciting episode with NASCAR which is otherwise known as The National Association for Stock Car Auto Racing.NASCAR is the sanctioning body for the number one form of motor sports in the United States.Based in Daytona Beach, Florida, NASCAR sanctions more than 1,200 races annually in eleven countries and more than thirty U.S. states.Our guest for today’s episode is Donald Baal, Senior Director of Fan Loyalty for NASCAR Rewards who explains more about the sport, the multi-generational loyalty that already exists with fans and some of the fantastic reasons why the business made the decision to invest in a formal loyalty programme to build that emotional connection even further.Show notes:1) Donald Baal2) NASCAR3) NASCAR Fan Rewards4) The Ride of a Lifetime: Lessons in Creative Leadership from the CEO of the Walt Disney Company (Book)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.2025 is the time of year that leading industry brands share their incredible insights and research as a way to support our industry, so I’m delighted today to be joined by our longest-standing sponsor and partner of the show as one amazing brand that does exactly that.Comarch is a leading global IT company founded in Poland in 1993 which employs over 6,000 people, powering the technology needs of more than 40,000 companies worldwide.Comarch is also one of the most dedicated software companies in the world when it comes to its focus on loyalty marketing software.As part of that focus, I’m thrilled to be today helping them to launch their Customer Loyalty Predictions 2025 Report – focused on AI, Privacy and Sustainability - which was conducted by Comarch in partnership with the Global Loyalty Organisation.Joining me in the studio today to share insights from this global study are Lukasz Dubiel and Joanna Witsch from Comarch.I hope you enjoy their insights on these key loyalty topics which are so relevant for 2025 and beyond!This episode is sponsored by Comarch.Show Notes :1) Comarch2) Customer Loyalty Predictions 2025 Report – focused on AI, Privacy and Sustainability3) Lukasz Dubiel4) Joanna Witsch 5) The Heart-Led Leader (Book)6) Loyalty.com (Book)

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 delighted to be chatting with a leading regional loyalty and lifestyle program in the GCC called Blue Rewards, which is the rewards and lifestyle app for the Al-Futtaim Group.Founded in the 1930s, the Al-Futtaim Group is a family-owned business that has evolved into a leading conglomerate across automotive, retail, real estate, and finance sectors in more than twenty markets.Our guest is Geeta Raghuvanshi, who is the Chief Technology and Data Officer for Blue Rewards, which operates in the GCC, Egypt, Singapore, and Malaysia.In this fun and insightful conversation, Geeta shares with us the overall Blue Rewards Programme and proposition, as well as some major evolutions and enhancements that the Al Futtaim Group have achieved in partnership with our friends in Capillary Technologies. Together, they've grown the program from a simple cash back concept through to a major lifestyle brand which is now operating as an independent business within the group.Please enjoy this conversation with Geeta Raghuvanshi from the Al Futtaim Group.Show notes:1) Geeta Raghuvanshi2) Al-Futtaim Group3) Blue Rewards4) The Upside of Disruption: The Path to Leading and Thriving in the Unknown (Book)

Luc Bondar, COO and President of MileagePlus at United Airlines, shares valuable insights from the airline's extensive loyalty program, which boasts over 110 million members. He discusses the significance of evolving loyalty strategies, including the removal of expiry dates on points to build customer trust. Bondar highlights the transformative impact of strategic partnerships and revenue-based models, emphasizing how these innovations enhance customer engagement. He compares MileagePlus with other programs like Marriott Bonvoy and Amazon Prime, showcasing the allure of effective loyalty schemes.

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 thrilled to be sharing global loyalty insights from a woman who is truly on a mission to drive our industry forward.Zsuzsa Kecsmar is the Co-Founder & Chief Strategy Officer of Antavo AI Loyalty Cloud, a loyalty software company she co-founded almost 14 years ago.Zsuzsa was also chosen last year as the “International Loyalty Personality of the Year”, partly because of her incredible work creating the Global Customer Loyalty Report which last year was downloaded by over 8,000 loyalty professionals.As you can imagine, Zsuzsa has even greater ambitions for the 2025 Global Customer Loyalty Report which was just released in the last couple of weeks and contains some incredible insights from both loyalty industry professionals as well as direct insights from over 10,000 loyalty programme members.Today Zsuzsa also shares all of the latest AI-led loyalty technology innovations at Antavo which are being designed and built based on feedback from some of their incredible global clients.I hope you enjoy our conversation with Zsuzsa Kecsmar from Antavo AI Loyalty Cloud.This episode is sponsored by Antavo AI Loyalty Cloud.  Show notes:1) Zsuzsa Kecsmar2) 2025 Global Customer Loyalty Report3) Antavo AI Loyalty Cloud4) The Definitive Book Of Body Language by Allan Pease (Book)5) Loyalty Programs: The Complete Guide by Philip Shelper (Book)

This episode is in Spanish and is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.En el episodio de hoy compartimos con un panel de expertos en Loyalty en donde se comentan algunos de los fundamentos importantes que se deben considerar a la hora de construir y/o gestionar estrategias de lealtad. Se señaló la importancia de combinar elementos transaccionales con momentos emocionales, la innovación, el uso de la data, la visión Customer First, entre otros. Esperamos que disfruten la conversación con Gerardo y Franz.Hosted by Alex Saul.Show Notes:-1) Gerardo2) Franz 3)Crear o Morir  (Book)4) Great by Choice (Book)