Today’s episode features Indonesia's GoTo Group, which is the largest digital ecosystem in the country.

This Group is a publicly-traded company, and it combines on-demand services like ride hailing and food delivery, as well as e-commerce functionality and financial services under various brands.

Their first platform is the first one in Southeast Asia to host these three essential use cases in one ecosystem, and it already captures a majority of Indonesian consumer household expenditure, which is even more impressive when you realise that Indonesia also enjoys the fourth largest population of any country on the planet!

In 2022, the GoTo Group appointed Henry Christian as their SVP Head of Loyalty, and today he joins us to share the amazing opportunities and of course challenges of driving profitable behaviour change for such an exciting business with so many internal and external stakeholders to delight.

Henry is truly a “global voice of loyalty”, so listen today to hear my conversation with Henry Christian from GoTo Group, all about driving loyalty for the largest technology brand in Indonesia.

Show Notes:

1) GoTo Group

2) Henry Christian

In 2022 Shangri-La transformed their beloved Golden Circle loyalty program into a powerful direct-to-consumer platform, to include digital marketing, mobile and e-direct capabilities, social media and content development, rewards marketing operations and global brand partnerships.

Listen in to hear Tom’s short summary show from the original podcast hosted by Paula Thomas featuring  a conversation with Kevin Siew, formerly Vice President and Head of Shangri-La Circle, the latest innovation from the Shangri-La International premium global hotel management group.

Hear how they have crafted their latest proposition to further enrich their appeal to travellers of all ages and backgrounds, and allow for greater freedom and flexibility, including iconic lifestyle partnership.

Hosted by Tom Peace.

Show Notes:

1)  Shangri - La Hotels & Resorts

2) Shangri-La Circle

3) Kevin Siew, Former Vice President and Head of Shangri-La Circle

4) #213: Relaunching The Shangri-La Hotel Rewards Program

Let’s Talk Loyalty today features Mastercard, who as well as being one of the world’s leading payment providers, are also in fact, one of the world's largest loyalty services providers.

With so much global loyalty expertise, we were thrilled with the opportunity to meet Stephanie Meltzer-Paul, Mastercard’s Executive Vice President of Global Loyalty, who joins us today to share Mastercard’s latest announcement and partnership with Expedia called “Travel With Rewards”.

Stephanie also shares her insights on some of the emerging trends in loyalty in 2023, garnered across the incredible roles she has held in her career to date, leading loyalty and driving performance for various multi-billion-dollar digital channels for some of the US market’s biggest hospitality and restaurant brands.

Listen to learn from this inspiring conversation with Stephanie Meltzer-Paul, Executive Vice President of Global Loyalty with Mastercard.

This episode is sponsored by Mastercard.

Show Notes:

1) Mastercard

2) Stephanie Meltzer-Paul

3) Expedia

4) Travel With Rewards

5) Expedia Group and Mastercard turn everyday spending into extraordinary experiences

This episode of Let’s Talk Loyalty shares some early insights from one of the keynote speakers at this year’s Loyalty & Awards conference in Rio de Janeiro.

CarTrawler is one of Ireland’s great technology success stories, and as a B2B technology brand that partners with many of the world’s leading airline loyalty programs to deliver their car rental proposition, we were delighted with the opportunity to chat with their Head of Loyalty - Heather Nolan.

Listen to this episode to learn Heather's fascinating perspective on the principles of partnerships and driving loyalty in the travel industry, particularly for younger demographics who might not yet travel frequently enough to qualify for top-tier status and bonuses, yet who are incredibly important for the future growth and profitability of any airline.

Show Notes:

1) CarTrawler

2) Heather Nolan

3) Loyalty & Awards - Rio de Janeiro

Circle K Ireland is a highly successful and well-known fuel convenience retail brand in Ireland, the market leader for food, fuel and convenience retail.

Tune in to hear Tom’s summary from the original podcast hosted by Paula Thomas featuring  a conversation with Eadaoin Keane, Head of Marketing for Circle K Ireland who won the “Best Loyalty Programme 2021” from the Irish Loyalty Awards for their “Play or Park” programme. 

Circle K’s "PLAY or PARK” loyalty programme features gamification, rewards and charitable contributions, benefits the members and business in equal measure.

Listen to hear how Eadaoin and her team continue to build new campaigns within “PLAY or PARK” to support Irish Olympic athletes, connecting with customers through local community activations, growing the programme’s membership and ultimately winning the hearts of Irish customers.

Hosted by Tom Peace.

Show Notes:

1) Circle K Ireland⁠

2) Eadaoin Keane

3) Irish Loyalty Awards

4) "Play or Park"

5) #212: Circle K's Award-Winning "PLAY or PARK" Programme in Ireland

Today’s episode features a discussion with Eliot Hamlisch, the CMO of AMC Theatres, the largest movie theater chain in the world.  AMC has long been a leader and innovator in its category, where it pioneered the multiplex cinema and now has over 10,000 screens across nearly 1,000 theatres in the US and Europe.

As CMO, Eliot oversees a range of important functions for the company, including its Stubs Insider, Premiere and A-List programs.  In the podcast, Eliot shares how the value of his experiences working with companies including American Express, Deloitte and Wyndham prepared him for the role at AMC and of course, the common thread of strategically having a focus on the customer translates into innovation and delivering measurable value.  

You’ll also hear about how AMC also focuses on investors, and not just institutional ones but individual retail investors.  There’s a program for them too, called AMC Investor Connect.  

Learn how committed leadership and a big brand translate into opportunities to innovate, grow and deliver a great experience for customers and other stakeholders.

Hosted by Phil Rubin.

Show Notes:

1) Eliot Hamlisch⁠

2) AMC Theatres

3)  Adam Aron - AMC Theatres CEO ⁠on Twitter

4) AMC Investor Connect. 

Lindsay Eichten is a seasoned loyalty executive across multiple industries, but in her role as Director CRM, Loyalty & Media, she leads a small team to deliver the launch of Fridays Rewards for the iconic brand, TGI Fridays. 

Lindsay highlights that loyalty is a key strategic initiative for TGI Fridays, which therefore means she has the support and the focus on her team’s deliverables in this role.  She emphasizes how starting the change management process with the chain’s front line staff has been critical to understand what makes a great restaurant loyalty experience and to get the buy in from the team at the front line. 

Finally, Lindsay supports how important it is to secure the right technology partner, which can work on a global scale for a brand as expansive as TGI Fridays.

Hosted by Amanda Cromhout.

Show Notes:

1) Lindsay Eichten

2)  TGI Fridays

3)  NEW Fridays Rewards

4)  Data Delivers

Yesway is one of the fastest-growing convenience chains in the United States, and was voted the U.S. Convenience Chain of the Year in 2021.

Tune in to hear Tom’s summary from the original podcast hosted by Paula Thomas featuring one of the leading marketers in U.S. convenience retail, Derek Gaskins, Chief Marketing Officer of Yesway.

Derek shares the exciting challenge of keeping customers loyal while acquiring new stores with products that customers love, and building a leading retail brand that combines the best of them all.

He also explains how Yesway have embraced loyalty at the heart of their business, and how they are leveraging their award-winning “Yesway Rewards” program to support their ambitious growth.

Hosted by Tom Peace

Show Notes:

1) ⁠Yesway⁠

2) Derek Gaskins⁠

3) Yesway Rewards

4) #204:  Loyalty Lessons from "USA Convenience Chain of the Year" - Yesway

This episode features a multi-award-winning loyalty program from one of the leading retail, entertainment and hospitality conglomerates in the Middle East region.

Majid Al Futtaim was founded in 1992 and now employs more than 43,000 people, operating a portfolio of more than 270 outlets in 15 countries, including 25 shopping malls and 13 hotels, as well as holding the exclusive franchise for Carrefour supermarkets in 37 markets across the Middle East, Africa and Asia.

With such a huge portfolio of lifestyle brands, designing, developing and executing a successful loyalty program was an immense challenge for the group and yet, they have achieved huge success for this complex yet compelling multi-brand programme.

Joining me today to announce their latest awards and share some of the insights for the “Share” customer loyalty program is Kashmira Motiwalla, Group Head of Loyalty for the Majid Al Futtaim Group, based in Dubai.

Show Notes:

1) Kashmira Motiwalla

2) Majid Al Futtaim Group

3) Majid Al Futtaim Group's "Share" latest awards - The Marketing Society UAE

This episode focuses on the pan-European loyalty programme, Samsung Members, featuring expert commentary from Cathryn Lodwidge and Laura Moore.

Laura is the European Head of Customer Data-Driven Marketing Retention & Loyalty and Cathryn is the European Cross Channel Retention Lead at Samsung Electronics. They are very passionate about developing and delivering global loyalty solutions that delight customers across multiple markets and, under their stewardship, Samsung Members has gone from strength to strength.

They are key contributors to the “Understanding Loyalty in Europe” White Paper created by Mando-Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets. 

Listen to learn about Samsung Members – what the programme proposition is, what the big new news is and how the programme adapts its approach to different local market needs across Europe.

Hosted by Charlie Hills. 

Show Notes:

1)  Cathryn Lodwidge

2) Laura Moore

3)  European Loyalty Whitepaper

4) Mando-Connect 

5) YouGov