Let's Talk Loyalty

It’s another weekly episode with the senior faculty from the Loyalty Academy, Bill Hanifin and Aaron Dauphinee, who are the CEO and CMO of the The Wise Marketer, respectively. This is Wiser Loyalty on Let’s Talk Loyalty where we look at constructs from the Loyalty Academy™ curriculum designed by practitioners for practitioners and leads to individuals earning their Certified Loyalty Marketing Professional™ (CLMP™) designation.This week we put forward a topic that is of long-standing debate on where Member Care should reside within the organization. We re-examined this with the refresh of our “Loyalty Operations” curriculum (course 111) and we will touch on this briefly again in the soon to be refreshed “Loyalty Marketing Communications” course as well (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.Today is a truly momentous day for us as you’ll hear in today’s episode.It's "Let's Talk Loyalty's" 5th birthday and we are beyond proud of the brand we have created, the loyalty leaders we’ve interviewed and the impact we’ve had so far in the global loyalty industry.As part of our birthday story, we are making some significant changes to our business model for Loyalty TV specifically, and announcing our biggest partnership to date with Capillary Technologies.Capillary’s technology solutions power loyalty programs for some of the biggest brands in the world with over 300 marquee brands across 30+ countries, including the biggest programmes we’ve heard of – Tata Group with 170 million members and the upcoming launch of a program for Indigo Airlines which carries more than 100 million passengers annually!As you’ll hear in the episode, Capillary will now be bringing these incredible clients to share their stories on Loyalty TV, and those video interviews will be exclusively available free of charge on the CapillaryTech.com website.Please enjoy our conversation with Aneesh Reddy, Founder and CEO of Capillary Technologies as we today announce our biggest-ever partnership and hear the story of their incredible successes in recent years and Capillary’s even more exciting plans for the future. Sponsored by Capillary Technologies.Show notes:1) Aneesh Reddy2) Capillary Technologies3) Watch our latest episodes at www.loyalty.tv

Dr Nceba Hene has a lot to shout about after an incredibly successful start to Audacious Rewards, the rewards programme for AfricanBank. The story behind Audacious Rewards is fascinating, but what is more significant is its performance to date, after only 18 months. It is delivering a +67% increase in profit for like for like customers due to Audacious Rewards. It is an award-winning brand from this year’s International Loyalty Awards.Hosted by Amanda Cromhout Show notes:1) Dr Nceba Hene2) AfricanBank3) Audacious Rewards

Welcome to Let’s Talk Loyalty’s Wiser Loyalty weekly podcast that shares perspectives on constructs from the the Loyalty Academy™ curriculum, which is available for individuals to earn their Certified Loyalty Marketing Professional™ (CLMP™) designation. Our senior faculty of Bill Hanifin and Aaron Dauphinee, CEO and CMO respectively at the Wise Marketer Group provide their own perspectives and guidance on what you need to have embedded as truths as a “loyalty marketer”.This week continues looking into the refreshed “Loyalty Operations” curriculum (course 111) as the two identify a few key areas of accountability that should be within the role of an Operations teams as they require coordination and consensus from across the organization and, in some instances, across a set of partnerships. 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.PAYBACK is an award-winning customer loyalty program which began in German almost twenty-five years ago, and now operates in multiple countries worldwide.The business is part of the American Express Group and it also operates as a multi-channel marketing platform.When it comes to coalition loyalty, the PAYBACK programme is undoubtedly one of the best in the world.Joining me today for second time on Let's Talk Loyalty and for the first time on Loyalty TV is Berni Brugger, CEO of the PAYBACK Group.When we last spoke in 2021, I remember being particularly impressed by the incredible 95% points redemption rate that PAYBACK had managed to achieve from its 31 million members in Germany, so I was super excited to hear what’s been happening in the business since then!I hope you enjoy my conversation with Berni Brugger from PAYBACK Group.Show notes:1) Berni Brugger2) PAYBACK Group3) Edeka4) Netto5) Marktkauf6) Watch the full video interview at www.Loyalty.TV

This episode focuses on the globally loved programme, IKEA Family. It was first launched in Sweden in 1984 and now has over 190 million members worldwide. With Kirsty Chalk, the Marketing and Member Acquisition Leader for rewards for IKEA Family. Kirsty is responsible for creating and executing the external launch campaign for 30 markets - to announce, engage and educate existing and potential IKEA Family members with the newest programme benefit: rewards from IKEA Family.Today we will be learning about Kirsty’s favourite loyalty programmes, how IKEA Family is engaging its millions of members across the globe and all about their plans for the future. Hosted by Charlie Hills Show Notes :- 1) IKEA Family2) Kirsty Chalk3) Charlie Hills 

The Wiser Loyalty Series podcasts for Let’s Talk Loyalty leans into the expertise of the Wise Marketer Group team of CEO, Bill Hanifin, and CMO, Aaron Dauphinee. The pair have been providing weekly perspectives on the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation as a podcast series. Each month they select constructs from a specific course in that certification program in which they provide their own perspectives, guidance on what you need to have embedded as truths as a “loyalty marketer”.This week they dive into the new “Loyalty Operations” curriculum from course 111, which has been refreshed with new insights and points of view on operations management for loyalty program operators. In this week’s episode they discuss the step change and outline a framework for loyalty operations, including the accountabilities for those on this team in your organization. Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer

Jelena Kezika, Senior Director of Strategy for the Global Hotel Alliance, shares insights on the GHA DISCOVERY loyalty program, which connects over 800 independent hotels worldwide. She discusses the emotional ties of loyalty programs shaped by childhood experiences and the balance between transactional and meaningful engagement. Jelena also explores the evolution of hotel loyalty, focusing on local experiences and sustainability. Lastly, she emphasizes collaboration in hospitality to enhance guest satisfaction and the importance of adapting to customer expectations.

In this episode Carly Neubauer chats with Ria Peters from Genesis about her career in loyalty marketing and the innovative PowerShout program. Ria shares why ASB's banking rewards are her favorite and details her transition from global strategy roles to managing PowerShout. Learn how PowerShout offers customers flexible free hours of power and fosters strong emotional connections. Tune in for insights into creating impactful loyalty programs and engaging customers in unique ways.Show Notes :1) Ria Peters2) Genesis 3) PowerShout program

This is an exciting week of the Wiser Loyalty Series podcasts for Let’s Talk Loyalty! Our industry experts, Bill Hanifin and Aaron Dauphinee, of the Wise Marketer Group have been providing weekly perspectives on the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation for the past 6 months. Each month they select constructs from a specific course in that certification program in which they provide their own perspectives, guidance on what you need to have embedded as truths as a “loyalty marketer”, and they wrap around industry examples to bring that material to life for our listeners.This week they provide a quick top-line view on the courses that have been covered so to-date to stitch together some of the fundamentals of the loyalty discipline that they’ve shared so far. There’s more and more ahead but it’s always good to take a pause and take stock of how far we’ve come together. For those listening since the onset … you’re nearly “half way” there on high level understanding of the content within the CLMP™ curriculum as we’ve covered six of fourteen topic requirements for candidates to attempt the capstone examination and earn their CLMP™ designation.For those that joined us en route, this episode will be helpful in guiding you back to already published episodes that you may want to “listen” into.Show notes:1) Bill Hanifin2) Aaron Dauphinee3) The Loyalty Academy™4) The Wise Marketer