Let's Talk Loyalty

This episode of "Let's Talk Loyalty" is also available in video format on www.Loyalty.TV

Loyalty Methods is the platform powering some iconic loyalty programs such as 7-Rewards, MGM Resorts and Western Union, and they have developed a unique approach to implementing mission-critical programs for huge programs like these.

Joining me today to share these insights, as well as their background, methodology and some key success stories is Emil Sarkissian, CEO of Loyalty Methods.

Emil share some fascinating insights on their methodology and approach to de-risking a loyalty program that has decided to replace its underlying platform, as well as the way they think about their product roadmap.

This episode is sponsored by Loyalty Methods.

Show Notes:

1) ⁠⁠⁠⁠⁠⁠⁠⁠ Emil Sarkissian⁠

2)⁠⁠ ⁠⁠⁠⁠⁠Loyalty Methods⁠

3) Loyalty TV

Creating customer loyalty is both an art and a science, and the best brands invest in expert advice as well as the best technology.

In today's interview, we'll explore how to optimise these key success factors, what works, and why!

Simon Jeffs is the Principal Marketing Strategist at Marigold, and today he shares the seven underlying principles of any loyalty programme, as well as some inspiration from global brands, which together can shape compelling propositions that truly harness a brands unique capabilities.

Simon's expertise will help you ensure your strategic foundations are based on sound loyalty principles that are compelling to customers and commercial stakeholders in equal measure.

This episode is sponsored by Marigold.

Show Notes:

1) ⁠⁠⁠⁠ Simon Jeffs⁠

2)⁠ ⁠⁠⁠ Marigold⁠

Today, “Let’s Talk Loyalty” meets airline industry thought-leader Mark Ross-Smith, CEO at Loyalty Status Co. Listen in to hear Tom summarise Mark’s key insights on global airline loyalty programmes.

Tom’s highlights include airline programs role, positioning, and potential for greater profits. It’s a fascinating discussion about innovative ideas to drive customer loyalty and how brands can learn from other industries such as the gaming.

Hosted by⁠ Tom Peace

Show Notes:

1) ⁠Mark Ross Smith

2) ⁠⁠⁠Loyalty Status Co⁠⁠

3) ⁠#257: Airline Loyalty Programs - their Role, Positioning and Potential for Even Greater Profits

This episode of "Let's Talk Loyalty" is also available in video format on www.Loyalty TV.

Today's guest joins from a unique and inspirational brand which is guided by four pillars and values that guide everything that they do.

REI, or Recreational Equipment Incorporated, is a U.S. based cooperative, which means it's essentially owned and operated by its 24 million members.

At Recreational Equipment, Inc. (REI) they believe that a life lived outdoors is a life well-lived. They see their purpose as awakening a love of the outdoors, and offer top-quality gear, expert advice, as well as the opportunity to create inspiring stories of life outside, for their members to share with their friends and families.

Our guest is Clay Walton House, the Divisional Vice President of Membership for REI, who explains the incredible meaning this brings to the whole business, along with a whole new level of meaning to the word loyalty.

Please listen or watch on Loyalty TV to enjoy my conversation with Clay Walton House from REI.

Show Notes:

1) Clay Walton House

2) Recreational Equipment Incorporated (REI)

3) REI Co-op Channel

4) Loyalty TV

Today’s episode is all about Phaedon - a name you might not have yet heard, but it’s one that you’re going to be hearing a lot in the future for sure!

Phaedon is the new name for the commercial marketing division of ICF Next, which famously runs some of the world’s largest loyalty programs, particularly in travel and hospitality.

Their commercial marketing division was recently acquired by private equity firm Cohere Capital which includes the entire team of loyalty experts, their loyalty technology platform Tally, and of course their incredible client portfolio to now operate under this brand-new name.

Joining me on this episode to share the whole story of this exciting industry development are Tom Madden, Executive Vice President and Managing Partner and Denise Holt, Senior Vice President, Head of Strategy, Experience, Research and Insights.

Together, Tom and Denise share the rich history of Phaedon and their plans for the future as they begin this exciting new phase of the business.

This episode is sponsored by Phaedon.

Show Notes:

1) Phaedon

2) ⁠⁠⁠⁠⁠Cohere Capital⁠

3) ⁠⁠⁠⁠Tom Madden⁠

4) Denise Holt⁠

In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Javier Marin Martinon, Chief Commercial, Loyalty, and Customer Officer, who shares what Renfe, Spains leading railway company, have implemented for members of its loyalty program.

Railway travel may appear to be a strange environment for loyalty, but Javier explains how loyalty must be seen in terms of the journey, with the competition against plane and car travel, rather than with the destination.

Listen in for tips on how to engage the customer and create loyalty in a difficult sector, where the choices are limited by supply and the benefits are intangible.

Hosted by Tom Peace.

Show Notes:

1) ⁠Javier Marin Martinon⁠

2) ⁠⁠⁠⁠Renfe⁠

3) #254: Loyalty Innovation in the Railway Industry

This episode is also available in video format on www.Loyalty TV.

Sarah Richardson is the Founder and Advisory Board Chair of the Australian Loyalty Association, and a great partner and friend of the show. She is also an experienced loyalty practitioner and consultant, as Founder and Director of Sciensa Loyalty, a loyalty consulting firm based in Melbourne.

Today, we're discussing the launch of the inaugural Asia Pacific Loyalty Awards to celebrate excellence, innovation and best practice in the thriving loyalty industry active in the region, which will be judged by a panel of local loyalty experts.

Listen and watch to hear all the insights and updates on these and other Australian Loyalty Association events, which are incredibly well respected and well attended, perfect for anyone interested in loyalty in the Asia Pacific region.

Show Notes:

1) Sarah Richardson⁠

2) Australian Loyalty Association⁠

3) How Loyalty Programs Are Saving Airlines

4) Asia Pacific Loyalty Awards ⁠

5) Watch the full video interview on ⁠Loyalty TV⁠

This episode focuses on the loyalty market in Ireland, featuring expert insights from Leanne Papaioannou.

Leanne is the Founder and CEO of Chilli Pepper. She has extensive loyalty experience and is deeply passionate about every aspect of a business that impacts customer loyalty and drives better commercial outcomes for her clients.

She is an internationally renowned customer loyalty professional who has helped countless forward-thinking companies achieve new heights by adopting her customer-centric B2C & B2B loyalty strategies.

Her strengths lie in innovative strategic thinking, exceptional leadership skills, and an ability to work with company boards to deliver commercially successful, award-winning, loyalty strategies.

She is a new contributor to the extended European Loyalty White Paper created by Mando Connect in partnership with YouGov, which explores loyalty membership, appeal and impact across 24 European Markets.

Listen to learn some key loyalty insights and about loyalty innovation in Ireland.

Hosted by Charlie Hills.

Show Notes :

1) Leanne Papaioannou

2) European Loyalty Whitepaper

3) Mando Connect

4) YouGov

5) ⁠Chilli Pepper

In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Cliona Mooney, Group Data Analytics & Insights Director for The Irish Times.

The publishing industry has been through extremely challenging times over the last decade or so. Trusted brands like the Irish Times have had to innovate to stay relevant for customers.

Cliona shares the initiatives that have proved popular and helped The Irish Times continue to grow and retain their subscribers.

Hosted by Tom Peace

Show Notes:

1) Cliona Mooney⁠

2) ⁠The Irish Times⁠

3) #252: The Irish Times, an Iconic Irish Brand, Wins Customer Loyalty through Innovation

This episode is also available in video format on www.Loyalty TV.

Today's episode features Circle K, one of the world’s leading convenience and fuel retail businesses which operates more than 14,200 stores in 26 countries worldwide.

Circle K recently launched a hugely exciting concept, leveraging the power of gamification, partnerships and cutting-edge technology, to launch a global concept which is laser focused on achieving the brand’s single biggest key commercial objective - to drive both loyal and new customers in store.

In addition to that innovation, Circle K Norway recently won one of the convenience industry’s most prestigious awards, when they were awarded the 2023 NACS European Technology of the Year Award.

Circle K also has many of its senior marketing people – including today’s guest – in my home city of Dublin, so please enjoy this fascinating conversation with MJ Tierney, Head of European Marketing at Circle K.

Show Notes:

1) Circle K

2) ⁠MJ Tierney⁠

3) 2023 NACS European Technology of the Year Award. ⁠

4) Circle K pilots new Rewarded AR ads in Pokémon Go

5) Watch the full video interview on ⁠Loyalty TV⁠