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.

The Langham Hospitality Group recently launched its “Brilliant by Langham” loyalty programme after a comprehensive two year project, led by Susan Nisbet, their VP of Loyalty.

Langham Hospitality Group is the wholly-owned subsidiary of Great Eagle Holdings, which operates a family of distinctive hotels under various brands across Asia, Europe, North America and the Middle East.

In today’s conversation, Susan shares her career specializing in loyalty in the hospitality sector, and some of the incredible learnings launching a new hotel loyalty program in such a mature and competitive sector, along with the unique challenges to create a compelling concept that works for a range of diverse global cultures.

Listen to enjoy my conversation with Susan Nisbet from The Langham Hospitality Group.

Show notes:

1) Susan Nisbet

2) The Langham Hospitality Group

3) Brilliant by Langham

4) Watch the full interview at www.Loytalty.TV

Today’s episode of Let's Talk Loyalty is created in partnership with our friends in Mastercard.

Our guest today is Kate Mescal-Pevzner, Senior Vice President of Global Cardholder Services for Mastercard, who joins us to share her insights on key trends in the global loyalty industry, as well as some incredibly exciting statistics from Mastercard on how people’s travel habits are changing.

While you won’t be surprised to hear that people are traveling more and more for unique experiences, it was fascinating to hear some of the reasons that people are choosing to fly – whether it’s to attend the concert of a superstar like Taylor Swift or something more unexpected like the recent solar eclipse in the United States!

With a truly global perspective on consumer insights, both from the data from their payments card business, as well as their flagship travel report from the Mastercard Economics Institute, I have no doubt you’ll enjoy listening and learning from Kate Mescal-Pezvner from Mastercard.

Sponsored by Mastercard.

Show notes:

1) Kate Mescal-Pevzner

2) Mastercard

AI platforms are changing how customers discover brands.

Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.

Sign up for their live session at loyaltyinsiders.com.

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The Loyalty Academy™ senior faculty members, Bill Hanifin and Aaron Dauphinee, are back from CRMC 2024 to bring you this week’s "Wiser Loyalty" podcast episode. This is the last week of this month’s topic series which is drawing constructs from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108). This week the share their perspectives on the importance of creating seamless, brand aligned, and remarkable redemption experiences for members or experiences that are the reward themselves.

In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide.

Show Notes:

1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠

2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠

3) ⁠⁠⁠⁠⁠⁠⁠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 interview features a return guest, Steve Allmen, EVP of Strategy and Partnerships with the Canadian Automobile Association.

Steve joins us on Loyalty TV to explain how global "roadside assistance" organisations around the world are evolving in 2024.

He also shares how the "Canadian Automobile Association" obsesses about creating value for its members, whether they are drivers or not!

While many of us as loyalty professionals rely on "earn and burn" loyalty models to drive engagement, their "membership mindset" creates new opportunities for growth that are fascinating for us all!

Listen to enjoy my conversation with Steve Allmen.

Show notes:

1) Steve Allmen

2) Canadian Automobile Association

3) LTL #306: Canada's Changing Loyalty Market & Canadian Automobile Association Insights

4) Watch the full interview at www.Loyalty.TV

David Slavick is Co-Founder and Partner at Ascendant Loyalty Marketing. His interview unpacks a vast array of loyalty discussion points, which flow easily due to David’s extensive experience both brand side and consultancy/agency side. We enjoy the deep dive into partnerships, programme commercials and programme manager pain points.

Hosted by Amanda Cromhout

Show Notes:

1) ⁠⁠⁠⁠⁠⁠⁠David Slavick

2) ⁠⁠⁠⁠⁠⁠⁠ Ascendant Loyalty Marketing

This week’s "Wiser Loyalty" podcast episode has senior faculty members of the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee back together again. This is week two of May that explores constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108).

In this episode, Bill and Aaron build upon last week’s episode that looked at the importance of attainable rewards but with a tint towards aspirational and experiential redemptions. This week they swing the pendulum to the other end of the redemption spectrum to look at loyalty programs that utilize micro-redemptions and why.

In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing 1,000 individuals across 53 countries worldwide.

Show Notes:

1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠

2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠

3) ⁠⁠⁠⁠⁠⁠⁠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 brings another exciting opportunity to discuss airline loyalty and share the story of the launch of Kris+, the lifestyle rewards app of Singapore Airlines from KrisFlyer, the rewards programme of Singapore Airlines Group.

Australia is the largest market for Singapore Airlines outside of its home base, and we were thrilled with the opportunity to hear about their achievements in such a mature loyalty market.

Our guest is Udhara de Silva, Head Loyalty Marketing (Australia) at Singapore Airlines who brings an incredibly interesting global perspective to this role.

Listen to enjoy this conversation with Udhara de Silva, from Singapore Airlinesin Australia.

Show notes:

1) Udhara de Silva

2) Kris+

3) Kris Flyer program

4) Singapore Airlines

5) Watch the full interview at www.Loyalty.TV

This episode focuses on VOXI Drop – Vodafone UK’s multi-award winning Gen-Z targeted surprise and delight loyalty programme.

With Matt Eldridge and Jonny Greenslade-Cross, the VOXI Proposition and VOXI Drop Proposition Leads. They are both telco loyalty specialists – Matt has delivered a number of successful loyalty initiatives over the years. In 2012 he launched “Additions” - Carphone Warehouses’ innovative loyalty program, he then led EE’s loyalty strategy for a number of years before moving to VOXI in 2022. Jonny has worked across Vodafone and VOXI since 2021, in numerous digital and loyalty roles.

Today we will be learning about their favourite loyalty programmes, how VOXI Drop is building real customer engagement with its Gen Z audience and all about their plans for the future.

Hosted by Charlie Hills

Show Notes:

1)Jonny Greenslade-Cross

2) Matthew Eldridge

3) ⁠⁠⁠⁠⁠VOXI Drop

4) European Loyalty Whitepaper

5) Mando-Connect

6) YouGov

This week’s "Wiser Loyalty" podcast episode has senior faculty members of the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee back together again. This is week two of May that explores constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108).

In this episode, Bill and Aaron focus in on the importance of attainable rewards, both from the strategy and redemption experience perspective. The two offer a set of real world examples to help reinforce some of the successes and poorer decisions select brands have made when it comes to rewarding the program members.

In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation which is nearing on 1,000 individuals across 53 countries worldwide.

Show Notes:

1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠

2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠

3) ⁠⁠⁠⁠⁠⁠⁠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, we're featuring an innovative adtech company called adjoe, which has just joined us as a partner and sponsor of our show.

adjoe is a leading advertising and monetization platform providing loyalty programme operators with compelling content that uses the power of "rewarded gaming" to grow bottom-line loyalty revenue through everyday fun!

adjoe has already raised more than $100mn in venture capital funding and has some extra-ordinary clients on board using their proprietary technologies, creating new monetization strategies for their business while also enjoying a meaningful engagement loop with their members.

Here to share his insights around the power of gaming to connect with your members is Thomas Yannopoulos, VP of Revenue for adjoe in The Americas.

Sponsored by adjoe.

Show notes:

1) adjoe

2) Thomas Yannopoulos

3) Watch the full interview at www.Loyalty.TV