Let's Talk Loyalty

In this episode, we delve into the remarkable journey of Monique Forbes, who worked behind the award-winning Air New Zealand loyalty program. Join us as we explore the evolution of this program, from its inception to its groundbreaking retail coalition comprising over 65 partners.

Monique's expertise doesn't stop there – we'll also uncover the intricacies of her work on the proprietary loyalty program at Mercury Energy.

Get ready for insights into loyalty program innovation and the strategies that drive success in the ever-evolving landscape of customer loyalty.

Hosted by Carly Neubauer

Show Notes:

1) Monique Forbes⁠

2)⁠⁠⁠ Air New Zealand⁠

3) InZone Education Foundation

This week's episode of the "Wiser Loyalty" podcast series ties up the month's focus into select constructs taken from the Psychology of Human Behavior course curriculum of the Loyalty Academy™. Our hosts, Bill Hanifin and Aaron Dauphinee, will lead us into understanding why and how it's emotion that explains the "say-do" gap.

Learn how this universal problem to all marketers can lead to unsatisfying and inaccurate observations or marketing actions that do not elicit a response or desired outcome as loyalty program operators would expect or like. Understand the rising importance for

Each month Bill and Aaron draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation. If you enjoyed this week's episode or all the episode's in February, then be sure to join us in March when we explore facets of the types of Loyalty Business Models in play today and possibilities yet to come that are on the horizon.

Show Notes:

1) ⁠⁠Bill Hanifin⁠⁠⁠

2)⁠⁠Aaron Dauphinee⁠⁠

3) ⁠⁠The Wise Marketer

Today's episode is available as a podcast on "Let's Talk Loyalty" and in video format on www.Loyalty.TV.

This episode features another iconic brand - MGM Resorts!

Driving customer loyalty in the competitive entertainment industry is fascinating, and today you’ll hear the story of how MGM Resorts recently relaunched, re-branded and re-positioned their original loyalty program in order to meet the dramatically changing profile of visitors to Las Vegas.

Our guests are Anil Mansukhani, Vice President Loyalty Marketing and Beck Sundquist, the Vice President of Product Management at MGM Resorts International.

Enjoy the show!

Show Notes:

1) Anil Mansukhani⁠

2) Beck Sundquist

3) MGM Resorts⁠

4) MGM Rewards

5) Watch this episode at www,Loyalty.TV

It's the 500th episode of Let's Talk Loyalty and we couldn't be more proud!

This episode is a wonderful collection of voices from our audience - some of the incredibly LOYAL people who listen to our show week in and week out.

Let's Talk Loyalty was first published back in 2019, and it was the very first podcast in the industry. While there are lots more people now publishing audio content for loyalty marketing professionals, we'll always be particularly proud of us being the first!

We have been truly blessed to have so many amazing people listening, and as a result, we consistently rank in the top 3% of all global podcasts.

SO THANK YOU ALL!

To celebrate this milestone of 500 episodes, today is dedicated to our loyal community.

We are thrilled that so many of you shared your voice messages with us, so we can share them with everyone else!

These voice messages capture some of the incredible feedback we regularly get privately, telling us how much our content means to you and how much you learn by listening.

This episode is a compilation of some wonderful wishes and voice messages from around the world, sharing that wonderful feedback with each other.

We hope this episode helps you feel part of something truly great – a show where so many iconic brands and industry experts come and share their wisdom so generously.

Thanks to all of you who sent in a voice message for this major milestone of 500 episodes.

We can’t wait to bring you our latest exciting ideas as we build the Let's Talk Loyalty community in the months and years to come!

Enjoy!

Show Notes:

1) Nejib Ben-Khedher

2) Rich Long, CLMP

3) Danielle Brown

4) Erica Hood

5) Mayank Singh

Nicholas Kerr

7) Sebastian Huschner, CLMP™

8) Paul Kramer

9) Renato Ramos

10) Lynn Tan

11) Phil Rubin

12) Emily Ong, CLMPᵀᴹ, CSPO®

13) Amanda Cromhout

14) Lisa Brightwell

15) Charlie Hills CLMP

16) Cristina Ziliani

17) Javier Marin Martinon

18) Nik Laming CLMP

19) Suryaveer Singh

20) Valerie Popeck

21) Pablo Sordo

22) Adam Posner

23) Jenn (Arment) McMillen

24) Kevin Crowe

25) Abhi Vyas

26) Richard Schenker

27) Leandro Torres

28) Kristie Atkins

29) Brian Almeida

30) Alyssa Callahan

31) Lisa Routel

32) Nizar Al Qabbani

33) Jason Foo

34) Charles Ehredt

35) Dominik Olejko

36) Let's Talk Loyalty

Senior faculty from the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee, are back to host the latest episode of the "Wiser Loyalty" podcast series. This week they bring with them insights that dive deeper into this month's focus on the Psychology of Human Behavior.

Learn about the Endowed Progress Effect and why creating momentum through incentives or benefits for your members, when onboarding or after they've set a redemption goal can influence continued behaviors.

Our experts provide their thoughts on its application to Loyalty using both sector and brand specific examples. The constructs discussed each month are taken from the Certified Loyalty Marketing Professional™ (CLMP™) curriculum and a constructs from a new course will be covered as a theme each month.

Show Notes:

1) ⁠⁠Bill Hanifin⁠⁠⁠

2)⁠⁠Aaron Dauphinee⁠⁠

3) ⁠⁠The Wise Marketer

Today's episode is available in video on www.Loyalty.TV and as a podcast as Let's Talk Loyalty.

"Loyalty Connect" is being positioned as the flagship conference for the loyalty industry for 2024, taking place in Dubai in April, with an expected attendance of over 3,000 people!

This podcast shares the origins and intentions of the conference for its inaugural year.

This incredible event will also feature the International Loyalty Awards, which is taking place outside of the UK for the first time in its 13 year history.

No matter what area of loyalty marketing you work in, on the brand side OR the partner side, Loyalty Connect is an exciting event not to be missed.

My guest today is Co-Founder and Co-Chief Executive of Loyalty Connect, Marian Kelly.

I hope you enjoy our conversation.

Show Notes:

1) Marian Kelly

2) Loyalty Connect⁠

3) International Loyalty Awards

4) Watch this episode at www.Loyalty.TV

Today’s episode features another much-loved Australian brand - this time in the fast casual dining sector.

Grill’d opened its doors in 2004, with a goal of challenging the belief that burgers were bad, and instead creating recipes for burgers that were both guilt-free and delicious.

Now, twenty years later, they're continuing to serve these healthy burgers in over 170 restaurants across the country.

In 2019, they realised the power of creating a program to show their loyalty to their customers and launched the “Relish” rewards program.

Joining us today to share the proposition is Jaimi Farrey, Senior Loyalty & Personalisation Manager for Relish, which is also now a finalist in the Best Social (CSR Initiative) in the upcoming APAC Loyalty Awards.

Show notes:

1) Jaimi Farrey

2) Grill’d

Welcome back for the second episode of the "Wiser Loyalty" podcast series, which is hosted by Bill Hanifin and Aaron Dauphinee from the Loyalty Academy™.

Listen to another key concept for loyalty marketers to understand, Operant Conditioning, which dives into the relationship between behaviors and consequences. Our experts provide their thoughts on its application to Loyalty using both sector and brand specific examples.

The constructs discussed each month are taken from the Certified Loyalty Marketing Professional™ (CLMP™) curriculum and this month's focus is on the Psychology of Human Behavior and its relevance to loyalty.

Show Notes:

1) ⁠Bill Hanifin⁠⁠

2)⁠Aaron Dauphinee⁠

3) ⁠The Wise Marketer

Today’s episode is available as a podcast as "Let's Talk Loyalty" as well as in video form on www.Loyalty.TV.

Starbucks is one of the world’s greatest brands and also our audience’s favorite loyalty program!

As a truly global brand, Starbucks operates in 84 markets, and today we’re here to hear about the incredibly successful launch of the Starbucks Rewards programme in the Middle East and North Africa, where there are over 1,900 stores in eleven countries.

In this region, Starbucks has partnered with one of the leading family-owned operators of international franchising brands, the Al Shaya Group, which has operated for over 20 years.

We are joined by Elisabetta Aiello, the Vice President of Marketing and Digital for Starbucks in the MENA and Turkey.

Starbucks Rewards launched in the UAE in February 2022, followed by other key regional markets soon afterwards, and to date, they have registered more than 3 million members.

I hope you enjoy my in-studio conversation all about Starbucks as a world-class brand focused on building customer loyalty in the Middle East and North Africa region.

Show Notes:

1) Elisabetta Aiello

2) Starbucks MENA

3) Starbucks Rewards

4) Al Shaya Group

5) Watch this episode at www.Loyalty.TV

This episode focuses on The Co-Op’s membership programme, featuring insights from Dean Harris, the Head of Membership Commercial at The Co-Op.

He is a retail marketing leader with 15 years of experience across retail media, loyalty, CRM, trade planning, advertising, and customer strategy. Dean began his career in advertising working on McCann Erickson’s B2B client portfolio, before moving to the Co-op where he has spent more than a decade driving the growth of the food and life services businesses in a variety of functions.

In his current role he manages the suite of member rewards (personalised offers, gamification, exclusive deals), oversees the retail media proposition and is responsible for ensuring that The Co-op Members’ best interests are considered whenever their data is moved, shared or used.

Today we will be learning about Dean’s favourite loyalty programmes, the trends he is watching closely and all about The Co-Op’s unique membership programme!

Hosted by Charlie Hills.

Show Notes :

1) Dean Harris

2) The Co-Op

3) European Loyalty White Paper

4) Mando-Connect

5) YouGov