Let's Talk Loyalty

Today, a conversation unfolds with Diana Sinclair, who holds the role of Senior Loyalty Manager at Dan Murphys. With over 15 years of experience in client and agency domains, Diana has cultivated expertise in CX, CRM, Loyalty, and Direct Marketing.

As a strategic leader, Diana prioritizes a 'customer first' ethos, enabling her to spearhead innovation and transformative initiatives. Presently, she assumes the helm of the My Dan’s loyalty program at Dan Murphy’s.

The upcoming discussion with Diana delves into the evolving landscape of points within loyalty programs and the pivotal role of culture in fostering innovation.

Hosted by Carly Neubauer

Show Notes:

1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Diana Sinclair

2) ⁠⁠⁠⁠⁠⁠⁠Dan Murphys

3) ⁠⁠⁠⁠⁠⁠My Dan's Membership

Aaron Dauphinee from the Loyalty Academy’s faculty is flying solo in this week's episode of the "Wiser Loyalty" podcast series while Bill Hanifin is flying homeward after being on assignment this week. This week’s podcast kicks-off a new month of constructs taken from the Loyalty Academy™ curriculum for the Loyalty Rewards Strategies & Redemption Experience course (course #108).

In this episode, Aaron sets the stage for the month at a 50K foot level by listing off a series of key considerations when designing your loyalty rewards strategy. Not all key considerations are revealed here but he provides a sound starting point with seven (7) constructs that shape the impact that your loyalty program has on 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

Today we’re delighted to be meeting Finnair, one of the world’s oldest airlines, founded 1923, which operates a network connecting Europe, North America and Asia from its Helsinki hub.

Today, we’re meeting Valter Sandell, who is leading the loyalty and membership strategy for Finnair Plus, a loyalty programme which has undergone comprehensive changes to its design and strategy just recently in early 2024.

Show Notes:

1) Finnair

2) Valter Sandell

3) Finnair Plus

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

Today’s episode of Let's Talk Loyalty is perhaps our most exciting announcement to date in terms of our content plans.

Alex Saul is today's guest, an industry leader with a loyalty career that spans more than twenty-five years in various countries across Latin America, leading some of the biggest programs on the continent.

Listen to hear our BIG news, which is truly both a podcast and loyalty industry innovation, that brings together the best of Alex’s loyalty expertise, market insights and native language - content for loyalty industry professionals who speak Spanish!

Please do listen to find out more (in English) about Alex's new monthly episodes as a guest host on Let's Talk Loyalty.

This episode is hosted by Paula Thomas.

Show notes:

1) Alex Saul

2) #381: "Share" - The Multi Award-Winning Loyalty Programme from Majid Al Futtaim Group UAE

This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are Aaron Dauphinee and Bill Hanifin from the Loyalty Academy faculty.

In this episode, Aaron and Bill provide a topline re-cap of conversations they had while both on assignment the week prior in Dubai, UAE and the USA, respectively. A common set of themes arose while they were across continents related to the challenges CEOs and executive teams face. They draw linkages between how Loyalty (big L) and/or loyalty (little l) can help.

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

Today’s episode is available both in audio as “Let’s Talk Loyalty” and on video on www.Loyalty TV.

We’re back today in Australia with a brand and business that was founded way back in 1903.

The Royal Automobile Club Victoria offers a variety of products and services for its 2 million members, led by roadside assistance as well as other services such emergency home assistance, travel discounts and benefits, insurance and finance.

To learn how they drive member engagement and retention for this iconic brand, we are joined today by Hayden Hearse, their Marketing Manager responsible for Member Benefits and Loyalty for the Royal Automobile Club Victoria. Hayden, who is also a 2024 ALA Loyalty Awards judge, contributed his expertise to this year's panel.

Please enjoy our conversation.

Show notes:

1) Hayden Hearse

2) Royal Automobile Club Victoria

3) RAIZ invest

4) Watch the full video interview at www.loyalty.tv

Today’s Let’s Talk Loyalty podcast talks to three deeply experienced professionals about the whitepaper – Understanding Loyalty in Europe 2.0.

Amana Cromhout talks to Charlie Hills,, Chief Strategy Officer and Abigayle Blanshard, Senior Strategist, both from MandoConnect. They are accompanied by Nick Fishbourne, Group Account Director of YouGov.

The whitepaper covers 24 European countries and proves that Europe is not a homogenous loyalty market

Three key highlights are that loyalty is playing an important role in today’s cost of living crisis, customers are begging brands to build emotional connections and finally that there is a distinct rise in gamification within loyalty technology across European loyalty programmes.

Show Notes:

1) ⁠⁠⁠⁠⁠⁠⁠Abigayle Blanshard

2) ⁠⁠⁠⁠⁠⁠⁠Charlie Hills

3) Nick Fishbourne

4) MandoConnect

5) Understanding Loyalty in Europe 2.0

6) YouGov

In this week’s episode of the “Wiser Loyalty” podcast series ⁠⁠Bill Hanifin⁠ and Aaron Dauphinee offer up their perspective on one last construct that is taken from the Loyalty Academy’s Key Success Factors in Loyalty Marketing (course #112) curriculum.

Technological innovations and consumer adoption rates are on the rise, which is creating a new consumer expectation for consistency across their experiences and interactions irrespective of whether digitally-enabled or person-to-person. Successful loyalty programs have seen brands master providing consumers with choice across channels of interaction but now that mastery also includes consistency in quality, flexibility, and outcomes to create moments that matter.

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 and this is now the third month of this global loyalty education series.

Show Notes:

1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠

2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠

3) ⁠⁠⁠⁠⁠⁠⁠The Wise Marketer

Today’s episode is available both in audio as “Let’s Talk Loyalty” and on video on www.Loyalty TV.

Our guest today, Ulf Gunnar Switalski, is a loyalty expert in Germany.

Ulf is the author of two books on how to use the loyalty programs from a consumer perspective, content which he also shares on his blog - Upgrade Guru.de

Three years ago, Ulf founded “The Bonus Awards” focused on recognizing excellence in the loyalty industry in Germany, then he expanded these awards to recognize loyalty leaders in Belgium and Netherlands.

Listen to hear insights, learnings and who the main winners were in these emerging loyalty awards for Europe.

Show notes

1) Ulf Gunnar Switalski

2) Upgrade Guru.de

3) The Bonus Awards

4) Press release Gallup Engagement Index 2022

5) Gallup Engagement Index Germany 2023: More than 7.3 million employees have internally resigned

6) Watch the full interview at www.Lotyalty.TV

This episode focuses on the new Canon Club Loyalty Programme – for all Canon fans across EMEA.

Today it has over 78,000 members, and there are lots of plans and ideas in play for how Canon will continue to grow and increase the loyalty of their very engaged customers. With Beth Simpson, the Customer Marketing Senior Manager at Canon Europe. Beth has over 20 years’ marketing experience, working in consumer electronics, membership and travel.

She loves working on brands that customers are passionate about, understanding customer needs and creating compelling marketing propositions.

Today we will be learning about Beth’s favourite loyalty programmes, how Canon Club is building real customer engagement and all about their plans for the future.

Hosted by Charlie Hills

Show Notes

1) Beth Simpson

2) Canon Club Loyalty Programme

3) European Loyalty Whitepaper

4) Mando-Connect

5) YouGov