Let's Talk Loyalty

This interview of "Let's Talk Loyalty" features a marketing thought leader based here in the UAE, sharing her perspectives on driving customer loyalty.

Maria Gedeon is a retail, destinations, and entertainment executive, with 20 years of experience building global brands here in the Middle East and North Africa.

Maria is also a Board Member of the Marketing Society, and she has worked on a number of high-profile loyalty programs here in the UAE.

Listen to hear Maria's passion for brands and sustainability, as well as her belief in the importance of “Customer Performance Indicators” - a fascinating change of focus and an idea that is relevant for loyalty marketers worldwide.

Show Notes:

1) Maria Gedeon

2) Gedeon Mohr & Partners

3) Article: The Most Important Metrics You’re Not Tracking (Yet)

Today we're sharing the latest insights from the 2023 Consumer Trends Index by Cheetah Digital.

Our guest is Tim Glomb, VP of Global Content at Cheetah Digital, part of the Marigold family of martech products.

This is the 4th year of this global trends index, and today Tim shares with us his favourite insights – such as how brand loyalty is continuing to grow, why consumers love the brands that they do, as well as some of the key reasons they say they’ve abandoned some loyalty programs.

As well as the predictable reasons for engaging with loyalty programs, Tim also shares some of the LESS common strategies that consumers are beginning to expect from loyalty marketers in 2023.

Listen today to enjoy my conversation all about the 2023 Consumer Trends Index with Tim Glomb from Marigold.

This episode is sponsored by Cheetah Digital.

Show Notes:

1) Tim Glomb, VP of Global Content at Cheetah Digital

2) 2023 Consumer Trends Index

3) Cheetah Digital

4) Marigold

Key insights from Brad McDonald - Epsilon’s Vice President of Loyalty Strategy, from his interview in December 2021.

Tom Peace, from The Loyalty People, shares his thoughts on how these predictions have held up and what’s going to win through 2023. Of particular interest is the growing customer need for emotional connections with their loyal brands and the move towards subscription based loyalty programmes.

Hosted by Tom Peace

Show Notes:

1) Brad McDonald, Vice President of Loyalty Strategy at Epsilon

2) Epsilon

3) #165: 2022 Loyalty Trends, Gamification and Subscription with Epsilon's Vice President of Loyalty Strategy

4) Tom Peace

5) The Loyalty People

Today "Let's Talk Loyalty" is sharing the latest announcement and innovation from the Star Alliance – a co-branded credit card.

This is the first co-branded credit card ever issued by an airline alliance rather than simply an individual airline.

This new Star Alliance credit card offers people in Australia the opportunity to fast-track their status to Gold based on their everyday spend, even if they are not flying.

It’s a radical new strategy and one that is proving to be an incredible success, so please do enjoy learning all about it from Renato Ramos, the Director of Loyalty for the Star Alliance.

Show Notes:

1) Star Alliance

2) Renato Ramos, Director of Loyalty, Star Alliance

3) Star Alliance and HSBC Australia reimagine airline rewards for consumers with a world-first credit card

Domino’s Pizza in Indonesia has been winning loyalty awards all over the world in recent months, as they share their incredible strategies to create customer loyalty using customer analytics and data-led insights.

While it's still a challenger brand in Indonesia, in today's episode, Mayank Singh, Domino's Chief Digital Officer in Indonesia, shares how he and his team are achieving dramatic behavior change and incremental ROI using the power of digital technology.

For a true masterclass in loyalty marketing, please do enjoy our conversation with Domino’s in Indonesia, in association with our friends in Capillary Technologies.

This episode is sponsored by Capillary Technologies.

Show Notes:

1) Mayank Singh, Chief Digital Officer, Domino's Pizza Indonesia

2) Domino’s Pizza Indonesia

3) Domino's Indonesia: Expanding its business across a vast nation with Google Maps Platform

4) Loyalty strategy in Domino’s USA by Paula Thomas (Liquid Barcodes)

5) Domino’s – a Technology Company! by Paula Thomas (Global Convenience Store Focus)

Key insights from Isabelle Birem, the Senior Vice-President of Loyalty at Accor Hotels, from her interview from November 2021.

Tom Peace, from The Loyalty People, shares his insights from this fascinating interview where Isabelle talks about some fascinating insight from the amazing Accor Live Limitless programme.

Of particular interest is how Accor have ensured that loyalty is at the very heart of their brand marketing. Burn driving earn is also a key feature of this programme and Isabelle talks in great detail about the importance of creating customer value, which drives engagement and loyalty

Hosted by Tom Peace.

Show Notes:

1) Isabelle Birem,Senior Vice-President Loyalty at Accor

2) Accor

3) #163 : Accor's Live Limitless Programme Focuses on Passion and Partnership

4) Tom Peace

5) The Loyalty People

Costco is one of the world’s largest retailers, featuring warehouses and club memberships in eleven countries around the world.

It is famous as a true pricing leader while delivering exceptional quality for its members, as well as “endless aisles” of both commodity products and unexpected “treasures” for members in their stores.

Listen to hear the story of this incredibly successful business, as shared by Robin Ross, the Assistant Vice President of Corporate Marketing & Membership at Costco Wholesale in the United States.

Robin shares Costco’s approach to driving customer loyalty as a mindset, and how mutually beneficial relationships have also been essential to consistently achieving such a profitable business for over 40 years.

Hosted by Paula Thomas.

Show Notes:

1) Robin Ross, the Assistant Vice President of Corporate Marketing & Membership at Costco Wholesale

2) Costco

Dr Melanie van Rooy is Head of Marketing at Clicks, South Africa’s leading pharmaceutical retailer.

Its loyalty programme is Clicks ClubCard and is the oldest retail loyalty programme in South Africa.

Not only is it 27 years old, but Clicks ClubCard is for the 4th time, the most used loyalty programme by South Africans, according to the Truth & BrandMapp annual Loyalty Whitepaper.

Dr Melanie talks through Clicks ClubCard’s heritage and how it remains relevant with a focus on simplicity, value, and convenience.

The loyalty KPIs are impressive versus global standards.

This is a solid case study of a loyalty programme delivered exceptionally well and remaining relevant over the test of time.

Hosted by Amanda Cromhout.

Show Notes:

1) Dr Melanie van Rooy

2) Clicks

3) Clicks ClubCard

4) Clicks ClubCard Magazine

Key insights from Raghu Mahadevan, Chief Digital Officer for 7-Eleven, and his interview from November 2021.

Tom Peace, from The Loyalty People, shares his insights from this fascinating interview where Raghu talks about some extremely interesting innovations that 7-Eleven uses to create customer engagement.

7-Eleven had shared how their brand value is driven by customer loyalty and good old-fashioned service, convenience and customer experience as well as innovation.

Tom shares his learnings from how 7-Eleven listen to their customers and react quickly to provide solutions that bring 7-Eleven to the heart of the local community.

Hosted by Tom Peace.

Show Notes:

1) Raghu Mahadevan, Chief Digital Officer for 7-Eleven

2) 7-Eleven

3) LTL#161: 7-Eleven Shares Secrets to Success & Driving Loyalty with 7REWARDS.

4) Tom Peace

5) The Loyalty People

The International Loyalty Awards are the highlight of the global loyalty calendar, with leading loyalty brands from all over the world competing for the most prestigious awards in the industry.

Now in their 11th year, the International Loyalty Awards celebrate loyalty programs across all sectors and in more than 86 countries, providing an opportunity for all of us to celebrate our work and our industry.

Joining me today to discuss her insights as a Judge for the International Loyalty Awards is my colleague Amanda Cromhout.

Listen to hear our secrets to success and winning an International Loyalty Award for your brand or program.

Show Notes:

1) Amanda Cromhout

2) International Loyalty Awards

3) International Loyalty Awards: Call for Entries