Let's Talk Loyalty

In this episode, Tom Peace summarises the key points from Steve Hui's interview with Paula Thomas about how earning loyalty points on airline schemes is easy but redeeming them is not.

He shares his top tips and ideas for loyalty professionals to drive points redemption, which is vital for program health.

Both Tom and Steve are passionate about airline loyalty programs and the collection of airmiles, and there are some great tips in here for loyalty program managers and frequent flyers!

Hosted by Tom Peace.

Show Notes:-

1) Steve Hui

2) iFLYflat

3) #173: Education and Inspiration - Ideas for Airline Loyalty Professionals

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This episode is sponsored by Phaedon.

Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

This episode features a truly inspirational customer relationship program from Quebec in Canada.

SAQ is a retail brand, selling wines, beers and spirits from 3,700 suppliers from 80 countries.

It is one of the best examples we have seen of using customer data in a way that’s equally meaningful to both customers and the business, which is owned by the Government of Quebec.

Joining this episode to explain all about the “Inspire” program is Nevine Baracat, the CRM and brand lead for SAQ in Quebec, who explains how they have transformed their business from a traditional store to a digitally-enabled relationship which truly helps their customers “choose better”.

Listen to enjoy the discussion with Nevine Baracat from SAQ, with thanks to our friends in Comarch.

Hosted by Paula Thomas.

Show Notes:

1) Nevine Baracat

2) SAQ

3) SAQ: Inspire Program

4) Comarch

Tjhai A Eng is Head of Marketing & Loyalty at Matahari Department Stores in Indonesia.

Matahari is the biggest department store chain in this vast country and its rewards programme is also the country's biggest retail programme.

With over 7 million members, Matahari Rewards has re-invented itself based on strong customer insight and a customer-led engagement plan to re-invigorate its proposition after the tough impact of the COVID-19 pandemic.

A Eng shares the KPI performance of the programme and how top executive management buy-in is key to its success. A lesson for all of us.

Listen to learn some incredible loyalty insights from Matahari Rewards in Indonesia.

Hosted by Amanda Cromhout.

Show Notes:

1) Tjhai A Eng

2) Matahari Department Stores

Cristina Ziliani is the Professor of Loyalty Marketing and CRM at the University of Parma, Italy, where she has been leading the “Loyalty Observatory” for an incredible 20 years.

In this episode, she shares the work they do for the Italian loyalty community, which includes loyalty research, consulting and education across the entire field of loyalty, CRM, CX, and analytics.

Tom Peace, from The Loyalty People, shares his thoughts on the great work Cristina and her team do, and showcases the insight and conference available from the Loyalty Observatory

Hosted by Tom Peace.

Show Notes:-

1) Cristina Ziliani

2) University of Parma

3) Loyalty Observatory

4) #171: Loyalty Insights from Italy

This episode explores loyalty from a strategic marketing perspective – learning what drives loyalty as an outcome and as a feeling, rather than any one particular loyalty programme.

Our guest is Jason Foo, the Founder and CEO of London-based agency BBD Perfect Storm, which specializes in brand and culture transformation, with a goal of unlocking “irrational loyalty” for its clients from their customers.

Jason is also a Global Board Director and Treasurer of the Marketing Society, a Marketing Fellow and is on the Advisory Board of the Alliance of Independent Agencies.

Listen to enjoy Jason's insights and loyalty strategy inspiration, with a healthy dose of mischief.

Hosted by Paula Thomas.

Show Notes:

1) Jason Foo

2) BBD Perfect Storm

Today’s episode looks at some of the recent work by Daniel McCarthy, Assistant Professor of Marketing at Emory University’s Goizueta Business School.

Interestingly, Daniel's work straddles the academic and private sectors.

Daniel's work with Wharton Professor Peter Fader on CLV (Customer Lifetime Value) at Zodiac was so valuable that Nike bought the company, and together they have developed innovative concepts such as CBCV, Customer-Based Corporate Valuation, with their new company, Theta Equity Partners.

In this discussion, Daniel shares insights from his research on the after-effects of COVID on consumers, the value of subscription strategies and programs, and of course the value of CLV and CBCV and its uptake by investors, companies and the students he teaches at Emory University.

Hosted by Phil Rubin.

Show Notes

1) Daniel McCarthy

2) Emory University

3) Daniel McCarthy - Website

4) Theta

5) Paper on COVID’s impact

6) Phil Rubin

7) Grey Space Matters

Key insights from Meenakshi Nagarajan, SVP, Recurring Revenue and Loyalty from Panera Bread, a US bakery chain of over 2,000 cafes and one of the restaurant industry’s largest loyalty programmes.

In early 2020, Panera Bread dramatically changed the loyalty industry with a disruptive subscription proposition, offering unlimited coffee for just $8.99 a month.

Tom Peace, from The Loyalty People, shares his thoughts on this innovative approach to QSR customer loyalty, several years ahead of other brands who are only now looking at a subscription based model.

Hosted by Tom Peace.

Show Notes:-

1) Meenakshi Nagarajan

2) Panera Bread

3) #169: Panera Bread Shares Subscription Insights - its Powerful, Disruptive Approach to Customer Loyalty.

The "Insiders Program" is an innovative loyalty program designed to solve the unique challenges of the nationwide body responsible for the promotion and success of the game of soccer in the USA.

Olivia Hoelting is the Loyalty coordinator for the United States Soccer Federation, and she joined us to share the story of their program, which includes both a free tier and a subscription option for soccer fans.

Using the tagline “Fuel your Fandom”, the USSF Insider’s Program offers a unique combination of benefits, designed to increase engagement among soccer fans, and to help the Federation achieve its vision to “make soccer the preeminent sport in the United States”.

Hosted by Paula Thomas.

Show Notes

1) Olivia Hoelting, Loyalty coordinator for the United States Soccer Federation

2) United States Soccer Federation

3) U.S. Soccer Federation Insiders

Phil Rubin is a global leader in customer marketing and loyalty strategy, and a loyalty industry entrepreneur who has created, grown, and led loyalty businesses in the USA for over thirty years.

Phil's clients have included global icons such as Adidas, American Express, Citigroup, Disney, Estée Lauder, Mandarin Oriental, and Nike, and in this episode, we announce his role with "Let's Talk Loyalty", to guest host episodes with some leading loyalty personalities and brands in the coming months.

As a recognized thought leader and sought-after keynote speaker, Phil is now the founder of Grey Space Matters, a growth and innovation firm working with technology companies, investors, and enterprise clients worldwide.

Show Notes:

1) Phil Rubin

2) Grey Space Matters

Key insights from Fred Reichheld, a legend of the industry. As the creator of the “Net Promoter System”, Fred Reichheld is a true legend in the loyalty industry. His career spans 44 years as a consultant, author of four best-selling books and an internationally-renowned speaker on loyalty.

Tom Peace, from The Loyalty People, shares his thoughts on Fred’s latest book called “Winning On Purpose – The Unbeatable Strategy of Loving Customers” – which features some profound new ideas on the very fundamentals of how we do business.

Hosted by Tom Peace

Show Notes :

1) Fred Reichheld

2) Tom Peace

3) Loyalty People

4) #167:Fred Reichheld - Loyalty Industry Legend - Launches "Winning On Purpose - the Unbeatable Strategy of Loving Customers"

5) "Winning on Purpose: The Unbeatable Strategy of Loving Customers"