Let's Talk Loyalty

Creating measurable results and driving customer loyalty in the home energy market can be incredibly challenging.

But Genesis Energy, the largest electricity and natural gas retailer in New Zealand, is achieving exactly that, and has the results to prove it!

Genesis' loyalty program is called “Power Shout”, and it’s proving to be a highly effective tool in driving customer loyalty, reducing churn and even serving as a compelling reason that NEW customers mention when choosing Genesis for their energy needs.

In this episode of "Let's Talk Loyalty", we are chatting with Andrew Francis who leads the team that manages the residential customer portfolio for this innovative energy company, and he shares how powerful their "Power Shout" is, delivering exceptional results that are delighting consumers and investors alike.

There has probably never been a more important time for energy companies to connect with their customers, so please enjoy listening and learning all about the “Power Shout” program from Genesis New Zealand.

Show Notes :

1) Genesis

2) Andrew Francis

3) Power Shout

AA Smartfuel is a fascinating loyalty programme in New Zealand, designed to delight customers with the opportunity to earn a free tank of fuel!

This short show explains the key success factor for the coalition programme, which now boasts more than forty partners, and ensures consumers can achieve meaningful fuel savings from their everyday spend.

Listen to learn this unique case study from perhaps the most active loyalty market in the world.

Show Notes:

1) AA Smartfuel New Zealand

2) Ian Sutcliffe - Co-Founder AA Smartfuel

3) Jordan Tran - Marketing Manager at AA Smartfuel

4) Let's Talk Loyalty Episode 141: Loyalty Excellence and Innovation with AA Smartfuel New Zealand

FedEx Express is one of the world's best-known and most admired business and consumer brands, with average revenues globally of over $95 BILLION!

Fedex has been connecting people and their packages around the world for the last 49 years, and it is constantly innovating, including building, launching and continuously evolving an impressive global loyalty programme which we are discussing today.

Joining us on this episode is Lynn Tan, who leads the My FedEx Rewards Program for the AMEA region.

With over 80,000 members in this B2B program, My FedEx Rewards is a global points-based programme that aims to make every delivery rewarding, and ensure customer loyalty well into the future.

Listen to hear how this award-winning program has become a powerful differentiator in an extremely competitive industry.

Show Notes :

1) FedEx Express

2) My FedEx Rewards

3) Lynn Tan

A mature market with outstanding loyalty KPIs celebrates its 4th year of recognising loyalty excellence at the South African Loyalty Awards.

Two of the South African Loyalty Awards founding judges share their views on the winning loyalty brands and what stands out as to why they are recognised as best in class.

Bronwen Rohland is Head of Retail & CPG at Tata Consulting Services South Africa and Nic Bednall is Chief Commercial Officer at Moya App in South Africa, and both have worked with Amanda Cromhout throughout the awards, in her role as judging chair.

In our discussion, both Bronwen and Nic highlight emerging trends and future requirements to stay ahead in the loyalty world and in particular debate the depth of use of available data for personalisation and strategic initiatives. There is particular focus on the driving KPIs which are showcased across the loyalty awards.

Show Notes:

1.) South African Loyalty Award

2.) Bronwen Rohland

3.) Nic Bednall

Data protection, legal compliance and respect for member's privacy are all critical topics for loyalty marketing professionals.

Whether it's GDPR or other global regulations, the privacy challenges we face today are escalating in to the "perfect storm".

So how can we ensure we're professional, prepared and protected as much as possible?

This short summary show explains the factors to consider, as well as the idea of a "Data Health Check", a service offer by Richard Dutton, Managing Director of the Elias Partnership, which can help your company prevent and defend against the costs of a data breach, should one ever occur.

Show Notes:

1) Richard Dutton

2) Elias Partnership

3) Let's Talk Loyalty Episode 139: Data Laws and Data and Privacy Health Checks for Loyalty Professionals

Capillary Technologies describes itself as “Asia’s leading SaaS product company” and is the proud technology partner for global clients like Dominos, Shell, and Tata Group, as well as other leading loyalty programs in North America and around the world.

The firm is also a new partner for “Let’s Talk Loyalty”, so we were delighted to meet two of their top executives for a masterclass in loyalty marketing, with a truly global perspective.

This episode features Aneesh Reddy and Jim Sturm, and shares the latest loyalty strategies, global industry trends, and best-in-class brand examples of successful loyalty programs at scale.

Show notes:

1) Capillary Technologies

2) Aneesh Reddy

3) Jim Sturm

Anita Toth describes herself as “Chief Churn Crusher” for her clients, specializing in programs to help brands understand the true voices of their customers.

In this discussion, she shares with us her passionate belief in the importance of senior executives dedicating time to listening to customers consistently firsthand.

She explains the limitations of customer surveys, and how brands now, more than ever, need to invest time and resources to truly hear the voices of their customers.

Show Notes:

1) Anita Toth

2) Anita Toth Inc

Bilt Rewards is the world’s first rewards program that lets you earn loyalty points for your rental payments, so we were delighted to meet Dave Canty, Director of Loyalty and Partnerships about this innovative proposition.

In this short summary episode, we look back on how the program was launched in June 2021, with the mission to reward those who rent their home in the US for simply paying their rent on time, while also supporting them long term if they aspire to becoming home owners.

Listen to learn the key insights from this impressive loyalty program, rewarding on-time rent payments.

Show Notes:

1) Bilt Rewards

2) Dave Canty

3) Ankur Jain

4) Let's Talk Loyalty Episode 135: Loyalty Industry Innovation - RENT Should Be Rewarding

How well do you optimize your email campaigns to drive your customer loyalty?

In this episode, we are joined by Sondre Wassås, Partner at CPM Analytics, who has run loyalty programs for some of the best- known retailers in Scandinavia.

Sondre believes it's increasingly important to move beyond the basics of personalization, segmentation and A/B testing and find powerful new ways to optimize your loyalty programme newsletters using the latest analytics.

Listen to hear Sondre explain his innovative approach to analysing email newsletters, to find insights that can drive dramatic improvements in your email marketing campaigns.

Show Notes:

1. Sondre Wassås

2. CPM Analytics (Norwegian Home Page)

3: Smarter Email Insights (In English)

Today we are hearing from the iconic "Fuel Rewards" program from Shell in North America.

With almost 30 million members, and over 12,600 fuel stations nationwide, Shell’s award-winning “Fuel Rewards” program continues to remain relevant and compelling for American motorists, with a core proposition based on cents-per-gallon savings.

To celebrate their ten-year anniversary, Shell’s Fuel Rewards program recently launched 10 months of exciting new ways to save, and also new ways to win.

Listen to this episode to hear all about the latest from Shell's Chris Suess, Head of Loyalty and CRM, and Ebru Ak, US Loyalty, and CRM Co-ordinator.

Show Notes:

1.) Shell "Fuel Rewards"

2.) Chris Suess, Head of Loyalty

3.) Ebru Ak, US Loyalty, and CRM Co-ordinator