Let's Talk Loyalty

As one the world’s largest cashback programs, Rakuten Rewards has paid out over $2 billion to members in North America.

In this summary episode I am excited to discuss the power of affiliate marketing and great partnerships to build a brand as well as commercial value for merchants and consumers alike.

Listen to this summary of episode of Let's Talk Loyalty to learn all about the power of the Rakuten brand and Rakuten Rewards to drive consumer loyalty and profitable behaviour, both online and offline.

Show Notes:

1) Kristen Gall - President, Rakuten Rewards

2) www.Rakuten.com – leading Cash Back service in the US

3) Let's Talk Loyalty Episode #36 - Rakuten Rewards

Today's episode showcases Livelo, the leading loyalty and coalition marketing services provider in Brazil.

Built as an entirely digital loyalty programme, Livelo's innovative and customer-centric approach have ensured exponential growth, and it's now one of the fastest growing and more profitable companies in the country.

As Chief Marketing Officer and Chief Operating Officer, Daniel Pagano joins in this episode of "Let's Talk Loyalty" to share some of their latest successes, and the power of a structured and strategic approach to delight customers and merchants alike.

This episode is sponsored by Comarch.

Show Notes:

1) Daniel Pagano

2) Livelo

3) Comarch

This week’s short show reviews the 2020 UK loyalty white-paper, produced by YouGov together with Mando Connect written and researched with the goal of truly understanding what British consumers want from loyalty programmes.

This short summary highlights some innovative ideas developed by leading retailers to appeal to socially-savvy younger consumers as well as an overview of the most popular loyalty models and rewards in this incredibly competitive market.

Listen for some of the exciting new ideas and trends that emerged in recent years.

Show Notes:

1) YouGov.com

2) Mando Connect

3) UK Loyalty Whitepaper - What the Brits Want from Loyalty

Shopping Centres need loyal customers now more than ever, but shopping mall loyalty programs are notoriously difficult to create successfully.

Balancing the diverse needs of merchants, mall operators and shoppers requires a delicate balance of strategic insight and operational experience, so I was delighted with the opportunity to interviews today's guests who have successfully created and launched a program in a brand new luxury mall and fine dining destination in Serbia.

Galerija Belgrade opened in late 2020, with loyalty at the core of its marketing strategy.

Listen to learn all about how the team developed and funded this generous loyalty programme "Moj Beograd" in a way that's delighting all of the stakeholders involved.

Show Notes:

1) Vanesa Jovanovic

2) Chayya Bassi

3) Galerija Belgrade

4) Quick Brown Fox Consulting

Today's short show is a summary of a great conversation with Adam Posner who reached out in early 2020 to ask loyalty professionals worldwide to collaborate and contribute to a report he was creating called ‘119 Customer Loyalty Ideas to Beat COVID-19'.

Adam shared all of the fascinating loyalty ideas that came through in a useful eBook which he published early in the emergence of the COVID pandemic and the book is still available for anyone to download from his website.

This show is a great way to learn from global loyalty industry professionals who shared some powerful ideas to build customer loyalty amidst the unprecedented changes in consumer behaviour that we are still experiencing with COVID 19.

Show Notes:

1) 119 Ideas to Beat Covid 19

2) Adam Posner

3) The Point of Loyalty

Like the rest of the world, the Covid 19 pandemic is perhaps the toughest challenge that India has faced yet.

So can the loyalty industry help?

The "Young Warriors" movement has been created to leverage loyalty mechanics for a social cause rather than a commercial one - to educate, inspire and reassure particularly young people in India on how best to protect themselves and their families against Covid-19.

These "young warriors" have created a social currency that recognises those who are sharing accurate information, support services and taking positive action to support their communities against the disease, in partnership with both the public and private sectors for maximum impact and scale in a country of almost 1.4 billion people - many of whom live in remote villages.

This inspiring interview explains how Unicef's "Generation Unlimited" organisation is harnessing Whatsapp as the country's leading messaging platform, along with partnerships with community radio stations to ensure no-one is left behind.

A truly inspiring insight in to how loyalty levers are making an impact against COVID 19.

Show Notes:

1) Madan Padaki

2) Yuwaah Young Warriors Initiative

3) Generation Unlimited

4) Chatbot: +91 96504 14141

Founded in 1981, the AAdvantage program is one of the world's first and biggest loyalty programs.

In early 2020, I interviewed Bridget Blaise-Shamai, then President of the AAdvantage program, and discovered the original strategic idea behind the program, some of it's most fascinating insights and how American Airlines was adapting to perhaps the most challenging time in its history.

This short summary show captures just some of what I learnt from this extra-ordinary success story, so listen to learn how a laser focus on customers can create extra-ordinary loyalty, even in this most competitive sector.

Show Notes:

1) AAdvantage Program

2) Bridget Blaise- Shamai

3) Let's Talk Loyalty with American Airlines Advantage Programme

As one of the world's longest standing, best known and most trusted research reports in the loyalty industry, I am delighted today to bring you the latest industry insights from "The Loyalty Report 2021".

Featuring research with over 35,000 consumers in North America, this year marks the eleventh edition of the Loyalty Report from Bond Brand Loyalty, based on an in-depth assessment of over 450 loyalty programs in this unprecedented year of changing consumer behaviour.

I was delighted to be joined by Phil Ruben, Bond Brand Loyalty's Executive Vice President of Global Insights, who explained some of the latest ideas the research uncovered, with topics such as "share of wallet" and the importance of being loyal TO your customers (rather than simply expecting it from them) emerging as critical concepts for loyalty professionals to understand.

Show Notes:

1) Bond Brand Loyalty

2) Phil Rubin Executive Vice President Bond Brand Loyalty

3) The Loyalty Report 2021

With a background running customer programmes and platforms for leading brands like Adidas and Nokia, Joseph Taylor is now a senior executive with Epsilon and in our discussion in early 2020, he shared some fascinating insights on loyalty trends and preferences around the world.

As the global pandemic became an increasing concern, we discussed how loyalty programmes were adapting their models to stay profitable and powerful, proving to be an even more critical tool for brands to build trust and relationships - beyond just transactions and rewards.

We also talked about the difference between transactional-style programmes and the newer emotionally-led propositions - what Epsilon calls "BIG L" loyalty versus "little l" loyalty!

Listen to this summary to learn more about these ideas and other insights from Joseph Taylor for loyalty program managers around the world.

Show Notes:

1) Joseph Taylor, Senior Vice President Operations, Epsilon

2) Loyalty Insights from Epsilon - full episode

Podcasting has proven to be the most powerful marketing I've ever done, so today, I'm talking about the power of podcasting, and other formats like video, as tools to create customer loyalty!

At this extra-ordinary time of change, these communications channels, and particularly the human voice, create compelling connections with customers in a way I find truly exciting.

My guest to discuss this is Jon Dwoskin, who has published over 1,000 podcasts episodes of his show "Think Business" and he joins me on "Let's Talk Loyalty" to share his insights on how to become more successful in your own career or business using content and these audio and visual communication channels that you might not have previously considered as tools to build loyalty with your customers.

Show Notes:

1) Jon Dwoskin - Business Coach & Business Mentor

2) Think Business Podcast

3) JonDwoskin.com