Let's Talk Loyalty

The Loyalty Academy is the world's leading loyalty marketing training platform, run by and for loyalty marketers.

Let's Talk Loyalty is the world's leading podcast for loyalty marketing professionals, with over 200 episodes and over 100,000 plays.

To celebrate the return of the in-person certification workshops in four fantastic locations around the world, Let's Talk Loyalty and The Loyalty Academy teamed up to give one lucky listener the opportunity to attend and win a full scholarship for a Loyalty Academy workshop and become a "Certified Loyalty Marketing Professional" which has already certified over 300 professionals in 29 markets worldwide.

In today's episode of "Let's Talk Loyalty", we're thrilled to reveal the lucky listener who has won this prize.

Show Notes:

1. The Loyalty Academy
2. Michael Capizzi

Albertsons is one of the largest food and drug retailers in the United States.

In today’s episode, "Let's Talk Loyalty" meets Matthew Stevens, Albertson’s Director of Loyalty Programs and Strategy, who shared how their loyalty program is supporting the dramatic transformation of their business, in direct response to changing consumer behaviours and expectations.

Boasting almost 2,300 retail stores in the United States across multiple brands including Albertsons, Safeway, Shaw’s, Randalls and United Supermarkets among others, this interview with Albertsons showcases a masterclass in retail loyalty strategy and success.

Show Notes:

1) Matthew Stevens

2) Albertsons Companies

3) Safeway 4 U

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In today’s episode, Paula was joined by fellow podcaster Iain Pringle, to share what we've each learned in our combined five years of podcasting about our industry.

Like many loyalty professionals, Iain and Paula both love the opportunity to make customers happy, by rewarding them in ways that are also profitable for business.

Listen to learn all about Iain's loyalty background and the role of his podcast as another source of knowledge for loyalty marketing professionals worldwide.

Show Notes:

1) The Loyalty Podcast

2) Iain Pringle

In this short summary episode, Paula Thomas looks back on a fascinating conversation with Evert de Boer, Managing Partner of On Point Loyalty, who discussed how the aviation sector has earned such huge profits from their loyalty programs over the years.

And how their importance grew even further in importance through the global pandemic, offering airlines a stable, recurring source of revenue even though customers were unable to travel, and even challenged the widely-held view that redemption seats are an expense for airlines.

Listen to this short summary to hear the highlights of our discussion with this airline loyalty industry thought-leader.

Show Notes:

1) Evert de Boer

2) On Point Loyalty

3) "Top 100 Most Valuable Airline Loyalty Programs"

4) #82: Global Airline Loyalty Programme Insights with Evert de Boer

In this episode, Adam Posner, joins us to talk about his hugely popular "For Love or Money™ Australia" research report and insights for 2022.

Adam explains key insights from his research and discusses what compels consumers to join a loyalty programme and the "3 Bs" of loyalty: behaviour, belief and belonging. We also talked about generational differences in loyalty preferences, rewards and even currency types.

Whether you are working in loyalty marketing in Australia or elsewhere, these consumer insights offer invaluable ideas to reflect on.

Show Notes:

1) Adam Posner, CEO and Founder, The Point of Loyalty

2) For Love or Money™ 2022 Australia

3) The Point of Loyalty website

The Global Hotel Alliance (GHA) is the world's largest alliance of independent hotel brands, supporting 35 hotel brands with more than 500 hotels across 85 countries, each leveraging the DISCOVERY guest recognition programme to drive loyalty with guests.

This alliance allows small and independent hotels compete with global hospitality brands, while still operating independently and giving consumers the opportunity to earn rewards across their many brands.

In this episode of "Let's Talk Loyalty", we are joined by Kristi Gole, VP, Head of Product at Global Hotel Alliance to hear how this model works and benefits both the brands and consumer members.

Learn how GHA evolved just prior to the global pandemic, and how they responded to the pandemic with "Live Local" offers as well as finding more ways to reward travellers.

Show Notes:

1) Kristi Gole, VP, Head of Product at Global Hotel Alliance

2) GHA's DISCOVERY guest recognition programme

In this short summary episode of "Let's Talk Loyalty", we looked back on an episode from early 2021 when we talked about loyalty programmes as they evolved during the global pandemic, in an insightful conversation with Ashish Sinha, Managing Director of Epsilon APAC & MEA.

While some brands did their utmost to be extraordinarily helpful to consumers in that particularly difficult time, others overloaded their members with offers and deals that they didn't want or couldn't afford to redeem.

Listen to enjoy some unique Epsilon insights on how true customer loyalty can be earned.

Show Notes:

1) Episode #80: Loyalty Trends in APAC by Epsilon's Ashish Sinha

2) Ashish Sinha, Managing Director - Epsilon APAC & MEA

In this episode, James Berry, Commercial Director, Valuedynamx at Collinson shares game-changing concepts he believes are becoming pivotal for loyalty professionals.

James and his team work with brands to create loyalty programmes that are engaging, relevant and increasingly valuable to customers.

In this episode, we discuss the dramatic changes in consumer behaviour, and some of the innovative ways that Collinson have found to connect programs, consumers and merchants in order to ensure loyalty programmes become even more relevant in everyday lives.

We also talk about opportunities working with emerging technologies like NFTs and cryptocurrencies.

This episode will help you understand the latest innovative strategies for post-pandemic consumers.

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

Show Notes:

1) James Berry, Commercial Director, Valuedynamx at Collinson on LinkedIn

2) Collinson

Today's episode of "Let's Talk Loyalty", features LInkedIn loyalty guru and independent loyalty consultant, Henry Christian.

Henry has many years of experience guiding brands and managing loyalty programmes throughout Asia and talked with us about some of the valuable lessons he has learned over the years.

He shared his insights on the importance of speaking like a CEO, leveraging customer data and how A/B testing can prove valuable instead of making assumptions for members versus nonmembers.

Henry shared strategies for membership retention and acquisition and we also found out a surprising 'favourite loyalty programme' that has never been mentioned before!

Henry also shared a very important principle that loyalty is not a program, it is an outcome to expect from your customers.

Show Notes:

1) Henry Christian, Independent Consultant with HC Loyalty Advisory on LinkedIn

2) LinkedIn Loyalty Post - Speak Like a CEO

In today's short summary show, "Let's Talk Loyalty" looks back on an interview with Suri Singh, Head of Loyalty for Emirates National Oil Company (ENOC) about their digital-only loyalty program that works across their convenience stores, car washes, food and beverage brands, and even their car registration business.

We talked about how ENOC has managed to connect with it's customers given the unique consumer culture in the UAE, and how their loyalty programme has created compelling opportunities for cross-selling across brands, with the power of the customer data they collect.

If you work in loyalty marketing, particularly in retail, and particularly if your brand is thinking of starting a loyalty program, then this episode is definitely a must listen.

Show Notes:

1) Episode #78: Yes Rewards from ENOC - Fuel, Food & Convenience Loyalty in UAE

2) Sury Singh, Head of Loyalty from Emirates National Oil Company (ENOC)