In this episode we’re discussing the 2nd Edition of 'Loyalty Programs: The Complete Guide' with the author, Philip Shelper, who happens to be the very first guest of our podcast.

Loyalty Programs: The Complete Guide is the most comprehensive book on loyalty programs on the planet. It combines a wide range of academic research, loyalty psychology and industry expertise to deliver a truly global view of all aspects of loyalty programs.

The goal of this episode is to discuss what’s new in the 2nd edition.

In this episode we cover:

Connect with us:

Philip Shelper: https://www.linkedin.com/in/philipshelper/

Loyalty & Reward Co.: https://loyaltyrewardco.com/

'Loyalty Programs: The Complete Guide (2nd Edition)': https://loyaltyrewardco.com/insights/loyalty-programs-the-complete-guide/

Irek: https://www.linkedin.com/in/iklimczak/

Open Loyalty: https://www.openloyalty.io/

Link to the Loyalty program builders podcast: https://www.openloyalty.io/podcast

Contact: [email protected]

This episode is special because we're discussing 'Blind Loyalty: 101 LOYALTY CONCEPTS RADICALLY SIMPLIFIED' with the author, Amanda Cromhout—a book on loyalty that I highly recommend reading.

The goal of this episode is to provide you with a handful of insights from the author, inspire you to buy a copy, and support the Blind Loyalty Trust.

In this episode we cover:

Buy your copy on Amazon: https://www.amazon.com/BLIND-LOYALTY-CONCEPTS-RADICALLY-SIMPLIFIED/dp/B0CK3X93F7

Connect with us:

Amanda Cromhout: https://www.linkedin.com/in/amanda-cromhout-34167b2/

Truth: https://truth.co.za/

The Blind Loyalty Trust: https://www.blindloyalty.co.za/

Irek: https://www.linkedin.com/in/iklimczak/

Open Loyalty: https://www.openloyalty.io/

Link to the Loyalty program builders podcast: https://www.openloyalty.io/podcast

Contact: ⁠⁠[email protected]⁠⁠

Today, we're diving into how business managers should understand and approach customer loyalty.

The goal of this episode is to provide insights into loyalty elements that engage consumers and drive results.

Our guest for today is Emily Ong, a business and product loyalty leader with over two decades of experience in customer-facing businesses.

In this episode we cover:

Connect with us:

Emily Ong: https://www.linkedin.com/in/emilyongsg/

Irek: https://www.linkedin.com/in/iklimczak/

Open Loyalty: https://www.openloyalty.io/

Link to the Loyalty program builders podcast: https://www.openloyalty.io/podcast
Contact: [email protected]

Today, we're discussing the humans behind loyalty initiatives and touching on the build vs. buy loyalty technology dilemma.

The goal of this episode is to provide you with action steps to set the right goal for your loyalty initiative before you choose the right technology to support it.

In this episode we cover:

Connect with us:

Henry Christian: https://www.linkedin.com/in/henchristian/

Irek: https://www.linkedin.com/in/iklimczak/

Open Loyalty: https://www.openloyalty.io/

Link to the Loyalty program builders podcast: https://www.openloyalty.io/podcast

Contact: [email protected]

In a bustling metropolis, Jason had diligently prepared an offer for the new edition of the annually issued, printed reward catalog for customers. This year's catalog featured an array of enticing deals, with partners from all corners joining in.

However, just 2 months post-launch, an urgent call from one of the partners disrupted Jason's day. They'd miscalculated their offer. While the unprecedented influx of new customers thrilled them, the financial strain it brought was overwhelming. The costs were simply unsustainable.

Jason grappled with the issue at hand. The catalog, already printed and distributed to 3 million eager recipients, was irrevocable. Removing or altering the miscalculated offer was out of the question.

But necessity breeds innovation. Jason, in collaboration with the partner, promptly issued seasonal leaflets. These leaflets highlighted alternative, equally appealing offers. As a result, customer traffic was smoothly redirected, significantly reducing the demand for the miscalculated offer. Crisis averted, they breathed a collective sigh of relief, having turned a potential disaster into a lesson in adaptability.

In the heart of Silicon Valley, "WitchcraftRewards" promised irresistible rewards through its loyalty program. But a grave oversight haunted its creator, Victor Elmsworth: he forgot to implement a admin lock function, letting users alter earn rates at will.

Dark figures exploited the vulnerability, changing 10% to 20% and 1% to 10%, amassing unimaginable wealth. The server room became a digital chamber of horrors, where hackers danced across keyboards, greed intensifying.

Selene, a anti-fraud expert, discovered the anomaly and took swift action. She locked the earn rates, silencing the digital monsters and restoring balance. Users averted chaos, and Victor's reputation remained unscathed.

"The App Without the Admin Lock" became a cautionary tale, a reminder that no treasure comes without a price, and no system is invulnerable to exploitation.

In a city gripped by darkness a client had invested millions in an all-in-one loyalty platform. It thrived but its use of SOAP API turned it into a digital prison. Begging for a switch to REST API was futile.

The vendor sensing the client's vulnerability unveiled a new version switching to REST API. However, they declared it a product change not a version update, old clients had to pay and the price was horrifying another several million USD.

As Halloween neared this tale served as a chilling warning. Beware vendors who turn updates into financial nightmares, your wealth may vanish and you'll be left with a costly horror you never imagined.

What are you afraid of when choosing loyalty technology?

The goal of this episode is to help you understand and start with personalization, because, as our guest with a first degree in Astrophysics puts it, engaging with customers in a relevant way need not be rocket science!

In this episode we cover:

Case studies:

Connect with us:

Gianfranco Cuzziol: https://www.linkedin.com/in/gcuzziol/

In Pursuit of The Trivial: https://ipott.substack.com

Irek: https://www.linkedin.com/in/iklimczak/

Open Loyalty: https://www.openloyalty.io/

Link to the Loyalty program builders podcast: https://www.openloyalty.io/podcast

Contact: [email protected]

The goal of this episode is to share insights, case studies, and actionable steps for fostering belief and engagement among the customer service team, contributing to the ongoing success of a loyalty program.

In this episode we cover:

The 5xE process to team belief and buy in

Case studies:

Connect with us:

Adam Posner: https://www.linkedin.com/in/adamposner/

The Point of Loyalty: https://thepointofloyalty.com.au/

Irek: https://www.linkedin.com/in/iklimczak/

Open Loyalty: https://www.openloyalty.io/

Link to the Loyalty program builders podcast: https://www.openloyalty.io/podcast

Contact: [email protected]

Relevant content

The Seven Zones Of Loyalty Program Performance: https://thepointofloyalty.com.au/profit-from-the-seven-zones-of-loyalty-program-performance/

The new Loyalty Program is a Joyalty* Program: https://thepointofloyalty.com.au/the-new-loyalty-program-is-a-joyalty-program/

Interview with Rosemary Martin - GM eCommerce and Marketing at Rebel and leader of the rebel active: https://thepointofloyalty.com.au/rosemary-martin-a-loyalty-leader-with-a-passion-for-art-human-behaviour-and-balancing-commercial-reality-with-customer-centricity/

The goal of this episode is to help you build and sustain strong relationships with stakeholders, making your role as a loyalty manager more rewarding.

In this episode we cover:

Connect with us:

Monika Motus: https://www.linkedin.com/in/monika-motus-6a477b48/

Irek: https://www.linkedin.com/in/iklimczak/

Open Loyalty: https://www.openloyalty.io/

Link to the Loyalty program builders podcast: https://www.openloyalty.io/podcast

Contact: [email protected]