Let's Talk Loyalty

This short summary explains how a better understanding of the psychology of human beings can help us design better loyalty programmes!

Dr. Anil V. Pillai offers some interesting insights on what needs most people are seeking to satisfy when they join our programmes, and key factors to how successfully we deliver on that.

This episode showcases key ideas that often get forgotten along the way when we design our loyalty journeys, often becoming increasingly complex to satisfy multiple business needs, rather than designing them as human beings prefer - with speed and simplicity in mind.

For anyone interested in the neuroscience of either business or loyalty, listen to learn some key ideas to help engage your customers.

Show Notes:

1) Dr. Anil V. Pillai

2) #102: The Science & Psychology of Human Engagement for Customer Loyalty

Few industries have been as dramatically affected by the internet as the publishing industry, when free news and the instant availability of global information online became a threat to the entire business model for newspapers. And yet, despite the disruption, trusted brands like the Irish Times have managed to re-invent themselves and survive, and it was also an industry that benefitted from the impact of the Covid pandemic, as readers increasingly sought information they could trust.

Quality news, exclusive content, and insights from diverse contributors are just some of the important ideas shared by today's guest. Cliona Mooney who is the Director of Subscriptions and Reader Insights for The Irish Times.

Cliona shared with us their current approach, and some of the initiatives that are proving popular and powerful with readers as The Irish Times continues to focus on growing and retaining its base of subscribers.

Show Notes:

1) Cliona Mooney Subscriptions and Reader Insights Director

2) The Irish Times\

One of Canada's best kept secrets, Northland Properties is a family business that operates an impressive portfolio of businesses including restaurants, resorts, sports teams and hotels!

In 2021, the Sandman Hotels within the Group completed a dramatic digital transformation of their loyalty program, and in this episode, I'm joined by Fiona McFaul, the Vice President of Marketing and Loyalty for the Sandman Group who shares their journey one year on from launching their RSVP Rewards program.

Show Notes:

1) Fiona McFaul, Vice President of Marketing and Loyalty for the Sandman Group

2) Sandman Hotels

3) Sandman RSVP Rewards program

This episode celebrates the 250th episodes of Let's Talk Loyalty!

The Star Alliance is an extra-ordinary example of how global partnerships can be created to ensure a compelling, consistent and seamless experience for airline customers and earn their loyalty.

Listen to learn the highlights of my interview with the Star Alliance Group Director of Loyalty, Renato Ramos who shares some superb alliance loyalty insights, including some ideas on how airline loyalty programs might evolve in the post-pandemic world.

Show Notes:

1) Renato Ramos

2) Star Alliance

In today’s hyper-competitive environment, telecommunications companies around the world are increasingly looking to customer loyalty mechanics to grow and succeed.

Etisalat, headquartered in the UAE is the most valuable brand across all consumer categories in the Middle East and Africa, with a market valuation of over $41b.

The Group recently rebranded to e& as part of its strategy for constant evolution and innovation, which includes a long and impressive history of developing propositions focused on driving customer loyalty.

In today's podcast, Let's Talk Loyalty is joined by Antonio Ricciardi, SVP Consumer Intelligence & Engagement at Etisalat by e&, who's responsible for leading their Smiles Program, and he shares their learnings as they evolve from simple loyalty concepts to become a compelling consumer marketplace achieving even greater customer engagement and loyalty.

Show Notes:

1) Antonio Ricciardi SVP Consumer Intelligence & Engagement at e&

2) Etisalat by e&

3) e&

4) Smiles Program

Verizon is one of the largest telecommunications companies in the United States and is of course a huge company with a huge customer base to retain in an extremely competitive industry.

Its loyalty program called "Verizon Up" has won multiple loyalty awards so we were joined by Lisa Routel, Verizon’s Marketing Strategy Lead to learn all about it.

Lisa shares the latest propositions she’s building to keep Verizon customers engaged as well as some insights from her earlier career in loyalty with leading brands like Jaguar.

Show Notes:

1) Lisa Routel

2) Verizon

3) Verizon Up

This episode is a summary of some of my favorite ideas that have exciting potential for loyalty marketing professionals.

From Whatsapp as a messaging platform, to the power of a voice marketing strategy and my all-time favourite - payment-led loyalty.

This short show summarises superb insights from Lisa Brightwell, the founder of one of the UAE's top loyalty agencies, who shares how these powerful tools can be used to differentiate your brand in this era of dramatic changes in consumer behaviour.

Listen to hear the power and potential of these tools that you can use to connect with your customers.

Show Notes:

1) Let's Talk Loyalty with Lisa Brightwell - Episode 98

2) Lisa Brightwell

In many ways, today's loyalty landscape looks a lot like it did 40 years ago! So why is that? And how can businesses truly win over their customers' hearts and minds to excel in today’s fiercely competitive world? The answer lies in a relentless focus on consistently caring for those customers more powerfully and more authentically than ever before.

Loyalty is more than just a focus on the transactional management of your relationships.

It starts with companies being loyal to customers first, while also fully supporting their people and their investors as equal stakeholders through these increasingly turbulent times.

This is one of the ways that the loyalty industry can become ‘unstuck’, according to today's guest. Phil Rubin, founder of Grey Space Matters, has more than 25 years’ experience driving growth for premier global brands and he joins me today to share his latest ideas that stakeholder capitalism and profitable business practices can be a force for good.

Show Notes:

1) Phil Rubin

2) Grey Space Matters

3) The Five Dysfunctions of a Team

Tupperware is truly a household name with consumers around the world, famous for its innovative food storage and preparation containers.

The brand has recently realised the power they can harness by investing in a professional loyalty strategy to connect with its consultants, retail partners and of course consumers.

This episode of "Lets Talk Loyalty" shares the story and insights of loyalty expert Fernando Jimenez who has recently taken on this fascinating new role, designing a loyalty program for Tupperware products in Mexico.

Listen to learn from his impressive loyalty background in the airline sector and his approach to this new project.

Fernando is also my first guest from Mexico so I hope you enjoy listening to this exciting episode.

Show Notes:

1. Fernando Jimenez
2. Tupperware
3. Tupperware Brand México
4. #187: Microsoft Rewards - Insights and Ideas

In this summary episode, we discuss our key learnings from our conversation in early 2021 with the CEO of IAG Loyalty Limited, the company that operates "Avios" - the loyalty currency of the five airlines of the IAG airline alliance.

Adam Daniels shared some of the extraordinary changes in consumer behaviour that evolved as a result the global pandemic, with dramatic increases in non-travel engagement such as online shopping, and the success of new propositions driving emotional loyalty at this particularly challenging time for all airlines and their loyalty programmes.

Show Notes:

1) Adam Daniels Chief Executive Officer

2) IAG Loyalty

3) #96: IAG Loyalty Shares New Trends including eStore, new Banking Propositions and Employee Loyalty