Let's Talk Loyalty

Richard Schenker is the Founder & Chief Customer Engagement Officer of Loyal Strategy Consulting and he is also a seasoned loyalty executive who talks with experience about Enterprise-wide data utilisation (EWDU).

We debate the difference between EWDU and customer-centric retailing and the interview reveals many aspects of EWDU in the retail environment.

Richard explains how data insight drives price and promotional optimisation and can be deeply used for category protection, focusing also on product development or product delisting decision making. Richard also advises how data insight can be used in guerrilla marketing rather than blindly following a marketing campaign.

Hosted by Amanda Cromhout.

Show Notes :

1) Richard Schenker

2) Loyal Strategy Consulting

As Denmark’s largest retailer, The Salling Group serves over 11 million customers per week and operates more than 1,400 retail locations including restaurants, discount, grocery stores and coffee shops.

In this week’s episode, Tom reviews the interview between Paula and Andras Szocs, Head of Customer Programs and Center of Excellence for The Salling Group (at the time of original publication in February 2022)

Hear how they arrived at taking the less traditional route with this company-wide, fully-integrated digital marketing program, while keeping the program unique to the brands.

Weaving in digital payments, coupons and gamification into the individual brand apps, The Salling Group apps have more than 1.2 million users in just over one year.

Hosted by Tom Peace.

Show Notes :-

1) The Salling Group

2) Andras Szocs

3) #183: Denmark's Salling Group Customer Program's Highly Successful Launch

Today’s episode features Rory Sutherland, the best-selling author of Alchemy, The Surprising Power of Ideas That Don’t Make Sense and the Vice Chairman of Ogilvy Group in the UK.

Rory provides a fresh perspective on customer behavior, loyalty and brands – among other things – and it comes at a perfect time, ahead of the Loyalty Summit CXM conference in Zurich and a time when loyalty is in desperate need of innovation.

Rory is fascinating to listen to, inspiring in his ability to think differently and today shares his refreshing joie de vivre with listeners of Let's Talk Loyalty!

Hosted by Phil Rubin.

Show Notes :

1) Rory Sutherland

2) The Wiki Man from The Spectator

3) Rory Sutherland on Twitter

4) Ogilvy Consulting

5) Loyalty Summit CXM

Today's episode discusses the valuations, challenges, risks and opportunities of airline loyalty programs around the world.

Our guest is Evert de Boer, whose firm "On Point Loyalty" specializes in offering consulting, capital and insights to the airline loyalty industry.

On Point Loyalty produces a report every 3 years detailing its estimates of the valuations of over 100 airline loyalty programs around the world.

Listen to this episodes to learn Evert’s insights on the reasons that airline loyalty programs in various markets have either increased in value (and quite dramatically in the case of Delta Skymiles) or in other markets, they have decreased in value.

Hosted by Paula Thomas

Show Notes:

1) Evert de Boer

2) On Point Loyalty

3) Fidivio

4) Report: Top 100 Most Valuable Airline Loyalty Programs

In this episode, Tom reviews the interview between Paula and Robbie Kellman Baxter, the world’s leading expert on subscription pricing and membership models.

Listen in to understand why program managers should consider offering subscriptions or paid for memberships to remain competitive.

Robbie is a bestselling author, speaker and consultant with more than twenty years of experience providing strategic business advice to major organizations including Netflix and other notable brands.

She is the author of The Membership Economy and The Forever Transaction and host of the podcast, Subscription Stories: True Tales from the Trenches.

Hosted by Tom Peace.

Show Notes :

1) Robbie Kellman Baxter

2) Website: robbiekellmanbaxter.com

3) The Membership Economy

4) The Forever Transaction

5) Subscription Stories: True Tales from the Trenches. - Podcast

6) #177: Subscription Programmes as a Must-Have Tool for Brand Success

This episode features an industry legend - Brian Kelly, who is well-known to millions of people as the “Points Guy” – the original travel influencer.

Brian dramatically changed our industry when he took his lifelong passion of creating an extraordinary lifestyle for himself using his loyalty points, and created an entire empire around helping other people to do the same.

Brian joins us on "Let's Talk Loyalty" as an industry voice who is truly passionate about helping consumers “learn, earn, and burn” their loyalty points – particularly in the US and UK markets where the Points Guy businesses operate.

Listen to learn Brian's insights on the importance of CONTENT as a lever that I believe many loyalty program owners haven’t yet used as a brilliant way to differentiate themselves from competitors and engage their members.

Hosted by Paula Thomas

Show Notes:

1) Brian Kelly

2) The Points Guy

Today’s episode explores the connection between fans, especially sports fans, and Fanatics the company, which in the last decade has grown from a modest ecommerce retailer into one of the most influential and innovative companies in sports.

Through hundreds of sites and dozens of retail locations, Fanatics offers the broadest assortment of fan merchandise and memorabilia worldwide, and has amassed a database of nearly 100 million fans that it will leverage as it expands into collectibles - Fanatics now owns the venerable Topps brand and is entering the hyper competitive sports betting market.

Doug Glazer, Fanatics VP of Loyalty and Gift Cards, shares his insights as the lead for Fanatics’ enterprise loyalty initiatives, and also looks back on his experience at Nordstrom and Amazon, where he worked on Prime in its earliest years.

It’s fitting for a loyalty discussion, and no coincidence, that Doug is based in Seattle, home of some of the most customer-obsessed companies in the world.

Hosted by Phil Rubin.

Show Notes:

1) Fanatics

2) Doug Glazer, VP of Loyalty and Gift Cards

3) Fanatics CEO Michael Rubin on CNBC

In this episode, Tom Peace highlights the key success factors that make eBucks such an amazing program.

Back in January 2022, Let’s Talk Loyalty spoke with Johan Moolman, CEO of eBucks, about what makes his programme the one that South African people said they couldn’t live without.

eBucks is a rewards program for FNB bank customers, providing rewards to card users for simply spending with their bank cards. The highly successful program has been running for 21 years and is multi-award-winning year after year.

Hosted by Tom Peace

Show Notes :

1) Johan Moolman

2) eBucks

3) #175:eBucks South Africa Wins Best Loyalty Programme of the Year 2021 AGAIN!

Today we hear some super perspectives on loyalty in the APAC region with our friends in Collinson.

Our guests are Thomas Dornis, Vice President of Data & Insights, and Rohan Bhalla, Vice President of Business Solutions, both based in Singapore.

Listen to hear their latest research on just how passionate customers are to travel again in 2023, and some great work Collinson is doing in the region to help brands tap into that incredibly popular reward category to drive customer loyalty.

Rohan and Thomas also shared some deep insights on the importance of “reward innovation” as a key idea for loyalty professionals to be focused on, as well as other key customer engagement strategies that can be used by brands to differentiate themselves in today’s increasingly competitive markets.

This episode is sponsored by Valuedynamx ( Part of Collinson Group)

Hosted by Paula Thomas.

Show Notes:

1) Thomas Dornis, Vice President of Data

2) Rohan Bhalla, Vice President of Business Solutions

3) Collinson

4) Priority Pass Global Traveller Sentiment Survey 2022

Piotr Kozlowski is a well-known and respected loyalty expert as the Vice President of Consulting for loyalty solutions at Comarch.

With such incredible loyalty industry expertise throughout his career, Piotr is a real leader, with an incredibly interesting global perspective.

In this episode shares his latest ideas on key trends and developments in loyalty worldwide.

Listen to hear specific insights on the evolution of coalition loyalty programs, key trends in retail loyalty, as well as the growth and direction that loyalty initiatives are developing in the banking sector worldwide - a truly global perspective across some of our industry’s key sectors.

With thanks to our friends in Comarch.

This episode is sponsored by Comarch.

Hosted by Paula Thomas.

Show Notes:

1) Piotr Kozlowski, Vice President of Consulting for loyalty solutions.

2) Comarch.