Let's Talk Loyalty

Mike Atkin has built or advised over eighty-five loyalty programmes worldwide in his extensive career, leading to his industry title as "The Loyalty Guru".

Listen to this episode of "Let's Talk a LITTLE Loyalty" for a short summary of my interview with Mike, his key insights on what loyalty programme managers are doing well and key learnings on opportunities he says are still being missed.

Show Notes:

1) Lets Talk Loyalty - Interview with Mike Atkin The Loyalty Guru

2) Lets Talk Loyalty - Interview with Mike Atkin The Loyalty Guru on Apple Podcasts

Today's episode of "Let's Talk Loyalty" features the latest loyalty research with consumers in Australia, conducted by Customology, the "most awarded data and loyalty agency in APAC".

It highlights some shocking facts, such as the belief that new customers are treated better than existing ones, their views on how brands communicate with them, as well as the complete absence of communication from many brands who capture data but then don't use it.

Mark James is the CEO of Customology, so together we discuss some back-to-basics principles of building customer relationships in a bid to create "customers for life".

Show Notes:

1) Mark James

2) Customology

3) The Unspoken Customer

3Plus was recognised as " Ireland's Best Loyalty Ireland" so this episode is a summary of my interview with Siobhan Lynch who manages it.

Listen to learn how this innovative partnership proposition is used to retain customers of the 3 mobile phone network and how the programme has evolved to become a profitable media business.

Show Notes:

1) Let's Talk Loyalty - Interview with Siobhán Lynch - 3Plus

2) Award-winning loyalty in Ireland - on Apple Podcasts

3) Let's Talk a LITTLE Loyalty - Summary of my Interview with Siobhan Lynch of 3Plus on YouTube

This show discusses exciting global perspectives on what the year 2021 might hold for loyalty marketing, featuring four colleagues from The Customer Strategy Network (CSN) - a group of independent loyalty industry experts of which I am a founding partner.

These predictions were first written and published by The Wise Marketer, and feature predictions on data and privacy trends across Europe as well as insights from Australia where funding models have fundamentally changed for the whole loyalty industry.

It features insights on the increasing convergence of loyalty and payments, as well as my own predictions for the year ahead from all of my own analysis, research and recent interviews.

Listen to hear our expert predictions on the future of Loyalty Marketing in 2021.

Show Notes:

1) Loyalty Predictions Article - The Wise Marketer

2) Nick Chambers - Certified Loyalty Marketing Professional (CLMP) - Director at Mobile Loyalty Technologies Ltd

3) Richard Button - Certified Loyalty Marketing Professional (CLMP) - Director at ELIAS Partnership and Managing Director at Citizen Heart, ELIAS Partnership

4) Simon Rowles - Managing Director at Beyonde

5) Paula Thomas - Certified Loyalty Marketing Professional (CLMP) - Loyalty Podcast Host

Today's podcast summarises key learnings from a loyalty leader in India.

Sanjeev Nichani has led loyalty programmes, partnerships and propositions for an award-winning fashion retail loyalty programme called Raymond Rewards, as well as developing nationwide programmes for respected brands such as Taj Hotels.

Listen to this short summary of those exciting loyalty programmes and insights on loyalty marketing in India. See below for links to the full interview.

Show Notes

1) Let's Talk Loyalty - Episode 2 - Interview with Raymond Rewardz - Sanjeev Nichani

2) Loyalty Interview with Sanjeev Nichani on Apple Podcasts

As one of the world's most iconic retail brands, Ikea boasts 156 million members of its Family Club worldwide - a programme that brings the very best of the Ikea brand to its customers.

Today's episode features an interview with Aaron Mitchell, Ikea's Global Vice President of Loyalty who shares the loyalty proposition that's already driving the extraordinary success of the club as well as some of the latest insights and innovations being launched in test markets around the world.

Aaron talks through the importance of key principles such as trust, community and the importance of ensuring your loyalty programme is designed to show the brand's loyalty TO your customers, rather than first expecting it from them!

Listen to this first episode of 2021 to enjoy a masterclass in the marketing and management mindset that is needed to drive success at such scale.

Show Notes:

1) Aaron Mitchell - Global VP Customer Engagement & Loyalty

2) Ikea.com

3) RGA - Marketing Agency

Today I am announcing my new short format podcast – called “Let’s Talk (a Little) Loyalty”.

This show is my new weekly episode - a simple five-minute summary of the key learnings from a previous show that you might have missed.

If you only have five minutes to spare, these short shows will each summarize my key learnings from a previous guest.

This show is being released every Tuesday here on the “Let’s Talk Loyalty” podcast channel in response to demand from our growing audience of loyalty professionals around the world.

Show Notes:

1) Let's Talk a LITTLE Loyalty - Youtube video

As we come to the end of 2020, we explore the little-known concept of “mindful marketing” and how it relates to loyalty through an interview with Maths Mathisen, founder & CEO of an innovative app built to drive loyalty for brands with students, a notoriously difficult demographic to target, particularly in the age of digital distraction and addiction.

The HOLD app uses the power of gamification to help FMCG brands and convenience retailers compete in the “war of attention” highlighted in the Netflix documentary “the Social Dilemma”, and it is hugely successful in Norway where 50% of third level students use it!

Listen to this final episode of “Let’s Talk Loyalty” for a fascinating discussion on using social mechanics and the power of purpose to build a tribe for your loyalty programme, with exciting lessons from an extraordinary Scandinavian success story.

Show Notes:

1) Maths Mathisen - CEO & Co-founder at Hold AS

2) HOLD App

3) Netflix Documentary – The Social Dilemma

Today's episode of Let's Talk Loyalty features some important concepts that go back the basics of how companies connect with their customers, featuring an interview with Ali Cudby, best selling author of "Keep Your Customers" - who focuses on driving customer loyalty in small and medium-sized companies in the US.

Ali introduces simple yet powerful concepts that are often neglected as companies grow, including the importance of a customer-facing mission statement and key policies to guide customer engagement in a way that drives "lucrative loyalty".

We discuss the increasing trend for paid loyalty with renewal-based businesses and subscription options emerging in new and unexpected sectors, as well as important insights on the concept of "hidden revenue" - an effective tool that can drive true customer loyalty in a way that most companies neglect.

As one of our closing episodes of 2020, we share some hopes and goals for 2021 as the "new normal" begins to unfold.

Show Notes:

1) Ali Cudby - Managing Director, Alignmint Strategies

2) Cluster Truck Food Delivery

3) Soapbox - Hygiene Products with a Social Mission

On World Statistics Day, a group of experienced loyalty marketers in India collated their favourite loyalty statistics to help define what success looks like for a loyalty programme in practise. Mala Raj is a seasoned loyalty consultant who detailed some broad yet useful benchmarks for what loyalty marketers should be considering a good or great result.

From member activity rates, to the lift in member value, potential reductions in member churn and overall program penetration, we showcase why and how loyalty can be held accountable to the business, ensuring both quantitative and qualitative measurements are considered.

Mala also highlights some unique approaches and challenges to building loyalty programmes in India and introduces us to some of the market leaders who each boast hundreds of millions of members.

Listen to this episode of Let's Talk Loyalty for some fascinating insights from another great global voice of loyalty.

Show Notes:

1) Mala Raj - Strategic Caravan, India

2) Adam Posner - Customer Loyalty & Loyalty Program Specialist

3) Flipkart - eCommerce Marketplace India

4) Brian Almeida - Founder Partner at Strategic Caravan

5) Loyalty Statistics - summary published by Mala Raj on World Statistics Day

6) Shoppers Stop Department Stores & First Citizen Loyalty Programme