Let's Talk Loyalty

Today we’re back chatting with our friends in Mastercard given their recently launched Holiday Spend Forecast Report which is focused on what we can expect for the upcoming Christmas season, based on research from the Mastercard Economics Institute.

Joining me today to share insights such as the effects and opportunities presented by the 2024 holiday calendar, as well as the predicted growth rates for consumer shopping is Kyle Clark, Senior Vice President of Merchant Loyalty with Mastercard.

Kyle shares a broad picture of the big trends expected to propel spending this season with key takeaways for loyalty managers as you finalise your planned campaigns for both pre and post the 2024 holidays, with some great new ideas that you might consider for this year!

This episode is sponsored by Mastercard.

Show Notes:

1) Kyle Clark

2) Mastercard

3) US holiday spending outlook 2024: Meet this year’s holiday shopper

4) Affordable bling and shopping shifts: Unwrapping 4 holiday trends

This week's Wiser Loyalty podcast series for Let’s Talk Loyalty sees our executive faculty members from the Loyalty Academy™, the CEO of the Wise Marketer Group, Bill Hanifin, and his CMO, Aaron Dauphinee return. This week our SMEs will examine the origins of zero party data terminology and define it relative to other types of data that can be captured and utilized in your loyalty program.

For this podcast series the two 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. Data Analytics in Loyalty Marketing (course #107) is the focus of their conversation this month.

Show notes:

1) Bill Hanifin

2) Aaron Dauphinee

3) 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’s episode features one of the few brands we’ve had on the show for a third time.

BILT Rewards is the first ever loyalty program that rewards people for simply paying their rent and spending locally in their neighbourhood, no matter where they live.

BILT Members can earn points and access exclusive benefits on rent payments, and now also at local restaurants, pharmacies, fitness studios and other merchants, and it is ranked the highest-value point currency by top consumer loyalty publications.

As a company, BILT Rewards has raised several rounds of funding, valuing the company most recently at $3.25 BN.

Our guest, Dave Canty, is SVP and Head of Loyalty for BILT Rewards, someone with truly impressive loyalty credentials in brands including Jetblue and IHG.

I hope you enjoy our conversation.

Show notes:

1) Dave Canty

2) BILT Rewards

3) LTL #135: Loyalty Industry Innovation - RENT Should Be Rewarding

4) LTL #261: Building Bilt Rewards from Strength to Strength

5) Watch the full episode for free at CapillaryTechnologies.com

In this episode we are delighted to interview Rich Long. Based in Chicago, Rich has significant cross sector loyalty experience working for global brands including PepsiCo and McDonald’s, and U.S. brands like Allstate and US Cellular, together with supporting a wide range of other brands that span many industries while serving as a consultant.

Today we will be learning about his favourite loyalty programmes, highlights and key learnings from the programmes he has worked on and what he sees as the most interesting trends in loyalty.

Hosted by Charlie Hills.

Show Notes:-

1) Rich Long

2) PepsiCo

3) McDonald’s

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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

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 Hanifin

2) Aaron Dauphinee

3) 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.

KFC Corporation, based in Kentucky USA has a proud heritage of over 60 years of success and innovation.

In fact, KFC is now the world's most popular chicken restaurant chain and a division of Yum! Brands, the world’s largest restaurant company.

Given the competitive fast food market they operate in, and building on their culture of innovation, KFC has just announced the launch of a brand new digital loyalty program for US diners, in partnership with our friends in Marigold.

Given its iconic brand status and role in popular culture, their digital transformation and loyalty strategy are leveraging the power of gaming, fun and fandoms to drive key commercial objectives that are brilliant for diners and brilliant for business.

Joining this episode of Loyalty TV is Roger Williams, Head of Loyalty Center Of Excellence at Marigold, and Paul Tuscano, Chief Digital Officer for KFC USA who shares the brand-new strategy that has already resulted in over three and a half million members joining this exciting new loyalty program in 2024 alone.

Please enjoy our conversation with KFC USA in partnership with Marigold.

Show notes:

1) Paul Tuscano

2) KFC USA

3) KFC rewards

4) Roger Williams

5) Marigold

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 Wróblewska

2) Comarch

3) 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 Hanifin

2) Aaron Dauphinee

3) 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 Brown

2) London Business School

3) Hierarchy of Trust: A Framework

4) #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 Dumoulin

2) Collinson Group

3) Mckinsey Article: Coping with the big switch: How paid loyalty programs can help bring consumers back to your brand

4) Collinson Loyalty Maturity Assessment