Let's Talk Loyalty

Circle K operates the largest global network of car washes, with more than 2,750 units worldwide and their subscription based loyalty program is hugely popular and successful.

In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights a niche, but highly successful subscription based loyalty program for Circle K car wash, from the original podcast hosted by Paula Thomas and featuring Lars Hecht, who leads the car wash category globally.

Circle K’s commitment to innovation has been the driving force of this dramatic evolution for the car wash industry, so listen to hear the complex and compelling journey they’ve been on to ensure the success of this new business model.

From subscription insights to beacons, we discuss fascinating technology innovations that engage customers, increase trip frequency and create a powerful opportunity for recurring revenue.

Hosted by Tom Peace

Show Notes :

1) Circle - K

2) Lars Kiib Hecht

3) Circle -K - Unlimited Wash

5) 200: Circle K's Subscription Car Wash Loyalty Programme

Today's episode of Let's Talk Loyalty celebrates Epsilon's success as a Leader in The Forrester Wave (TM) Loyalty Technology Solutions for Q1 2023.

This is one of the industry’s most respected reports, designed to help marketers around the world assess loyalty technology providers.

To help share this success story, I'm joined today by two senior executives from Epsilon based in the UK.

Valerie Popeck is Epsilon EMEA's Senior Director of Strategy & Insights and we are also joined by Dave Allen, Epsilon’s Group Commercial Director - both across the EMEA region.

In today’s conversation, we discuss key global challenges for loyalty professionals, including the all-important topic of measurability for loyalty investments, as well as the importance of managing expectations with internal stakeholders on what a loyalty program can deliver and when!

Listen also to hear details of your FINAL opportunity to enter our “Loyalty Lab competition” for the chance to win a complimentary workshop with Epsilon’s loyalty experts.

Show Notes:

1) Valerie Popeck

2) Dave Allen

3) Epsilon

4) The Forrester Wave (TM) Loyalty Technology Solutions for Q1 2023

5) “Loyalty Lab competition”

6) Book: The Five Love Languages by Gary Chapman

Today’s episode is a case study of leadership, a commitment to customers and other stakeholders – including the environment – and how a modern, learning organization created not just a new business, but the leading business in its category.

In less than five years, URBN Brands’ Nuuly has gone from a concept to the leading company in the clothing rental subscription business, surpassing Rent the Runway in terms of the number of subscribers.

Nuuly’s Kim Gallagher shares the story of how URBN identified a new business opportunity through customer insights that leveraged its core competencies – including its enlightened leadership team and the broader, supportive organization – and the not purely incidental benefit of a clothing business with more social responsibility in terms of sustainability.

It's an inspiring lesson that the power of customer-led innovation, a willingness to take risks (especially amid the COVID pandemic) and a leadership team that empowers a learning organization can do great things that benefit all stakeholders in a pretty short period of time.

Hosted by Phil Rubin.

Show Notes:

1) URBN Brands

2) Nuuly

3) Kim Gallagher

While it’s still a relatively young market, many loyalty programs in Poland are innovative, competitive and progressive. And there are more than 130 business-to-consumer loyalty programs.

In this week’s episode of Let’s Talk “a little” Loyalty, Tom showcases some of the key points of interest from the comprehensive overview of the loyalty industry in Poland, from the original podcast hosted by Paula Thomas and featuring Tomasz Makaruk, CEO of i360

Tomasz holds a PhD in Marketing and has spent more than a decade specialising in loyalty. Tomasz frequently publishes articles on his marketing blog, talking about the most interesting and complicated issues he sees when creating and managing loyalty programmes.

Hosted by Tom Peace.

Show Notes :-

1) Tomasz Makaruk

2) i360

3) Marketing Business Blog

4) #197: Loyalty Insights from Poland

Sally Beauty is a US based distributor and retailer of professional beauty products to both retail consumers and beauty salon professionals worldwide, and for the last two years, its Sally Beauty™ Rewards program account has been recognized by American consumers as one of their favorite loyalty programs.

In this episode of "Let's Talk Loyalty", Gabriel Trujillo, Vice President CRM, Loyalty, Customer Analytics and Research at Sally Beauty shares his insights on how the brand continues to achieve this superb recognition for their loyalty program, driven by their extensive network of stores, and their inclusive workplace, which together deliver an incredibly high NPS score.

Listen to learn some secrets to this success of this industry-leading retailer and their incredible customer loyalty.

Show Notes:

1) Sally Beauty

2) Sally Beauty™ Rewards⁠

3) Gabriel Trujillo

4) Newsweek: Americas Best Loyalty Programs 2023 - Sally Beauty

5) Sally Beauty - Investor Relations Presentation

Dotz is a coalition loyalty program which was founded in Brazil more than 23 years, and has grown to over 50 million members, eventually becoming a public company in 2021.

Roberto Chade is the co-Founder and CEO and he joins Let's Talk Loyalty today all the way from Sao Paulo.

This story is amazing. Creating a pioneering business from nothing, to now over 50 million members, Roberto has a clear and compelling passion to make a difference in the lives of Brazilian people by increasing their purchasing power.

Listen to hear his insights on some of the challenges and the key success factors for coalition loyalty programs in different markets around the world in the past, the present and of course in the future.

Show Notes:

1) Roberto Chade

2) Dotz

Virgin’s programme is described as the “red thread” that connects this diverse group of companies, and delivers on the extraordinary expectations that members expect, to ensure this international loyalty programme becomes as well loved as the Virgin brand is across the globe.

In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights lessons from the global rollout of the Virgin Red, loyalty programme, from the original podcast hosted by Paula Thomas and featuring Andrea Burchett, International & Strategic Development Director at Virgin Red.

Hosted by Tom Peace.

Show Notes :-

1) Virgin

2) Virgin Red

3) Andrea Burchett

4) #195: Virgin Red - The Red Thread Connecting the Virgin Brand Globally

"Data enrichment" can dramatically improve your customer's experience, regardless of how much or how little marketing technology already exists in your business.

This is the compelling concept we learn on today's episode with Jamshed Mughal, Global Vice President of Strategy and Services for Cheetah Digital, part of the Marigold Group.

Jamshed has worked for some of the biggest technology companies in the world, and in this episode, he shares his global perspective and advice on how brands can increasingly achieve loyalty as an outcome with customers, whether or not they have a structured loyalty program.

Jamshed also reminds us of the differences between zero-party data and first-party data and the value of capturing both of these for your business.

Listen to learn all about data enrichment with Jamshed Mughal, from Cheetah Digital by Marigold.

This episode is sponsored by Cheetah Digital by Marigold.

Show Notes:

1) Jamshed Mughal: Global Vice President of Strategy and Services

2) Cheetah Digital by Marigold

3) Article: Digital Driving Growth in KFC China

This episode focuses on the loyalty market in Germany, featuring expert insights from ⁠Nicole Wilhelm⁠.

Nicole is an independent customer loyalty expert, a well-known industry thought leader and an advocate for emotional loyalty.

Nicole is a key contributor 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 the loyalty landscape in Germany – what membership, appeal and impact look like in this market – and which programmes and key innovations should inspire us all.

Hosted by Charlie Hills.

Show Notes :

1) Nicole Wilhelm

2) European Loyalty Whitepaper

3) Mando Connect

4) YouGov

Air Canada has reimagined their points promise, offering flexible and unique rewards unlike any other airline.

In this week’s episode of Let’s Talk “a little” Loyalty, Tom highlights the incredible relaunch of the Aeroplan rewards programme, from the original podcast hosted by Paula Thomas and featuring Derek Whitworth, former Managing Director of Marketing & Loyalty Optimization at Air Canada and currently Managing Director, Digital Channels.

In this episode, Derek discusses the new Aeroplan proposition, with impressive new partners, unique upgrade awards and a host of new options for members. Aeroplan won the prestigious “Golden Loyalty Award for Excellence in Management” in 2021 and is beloved by Canadians.

Hosted by Tom Peace.

Show Notes :-

1) Air Canada

2) Air Canada’s Aeroplan

3) Derek Whitworth⁠ - Managing Director, Digital Channels

4) #194: Air Canada’s Award-Winning Aeroplan Program