Today’s episode is available both in audio as “Let’s Talk Loyalty” and on video on www.Loyalty TV. Our guest today, Ulf Gunnar Switalski, is a loyalty expert in Germany. Ulf is the author of two books on how to use the loyalty programs from a consumer perspective, content which he also shares on his blog - Upgrade Guru.de Three years ago, Ulf founded “The Bonus Awards” focused on recognizing excellence in the loyalty industry in Germany, then he expanded these awards to recognize loyalty...

This episode focuses on the new Canon Club Loyalty Programme – for all Canon fans across EMEA. Today it has over 78,000 members, and there are lots of plans and ideas in play for how Canon will continue to grow and increase the loyalty of their very engaged customers. With Beth Simpson, the Customer Marketing Senior Manager at Canon Europe. Beth has over 20 years’ marketing experience, working in consumer electronics, membership and travel. She loves working on brands that customers are...

This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are ⁠⁠Bill Hanifin⁠ and Aaron Dauphinee from the Loyalty Academy faculty. In this episode, Bill and Aaron discuss a key component to creating successful customer loyalty from your rewards program – the speed at which members accumulate enough points to be able to redeem for rewards is the earn...

This episode is available in audio format as “Let’s Talk Loyalty” and in video format on www.Loyalty.TV. Today’s conversation features Under Armour, a leading inventor, marketer, and distributor of branded athletic performance clothing, footwear, and accessories. Under Armour was originally launched in 1996 but only recently launched its loyalty proposition for customers. Joining us today to share the story of this program is Nandika Suri, VP, Global Loyalty, CRM and Personalization at...

Join Carly Neubauer, Co-Founder of Elevate Loyalty, as she dives into a revealing discussion with Amanda Cromhout, the esteemed CEO and Founder of Truth. In this episode of Let’s Talk Loyalty, Carly and Amanda explore the latest findings from the Truth & BrandMapp Loyalty Whitepaper. Amanda's groundbreaking loyalty research study, sheds light on key insights, intriguing statistics, and emerging trends within the loyalty landscape. With Amanda's extensive expertise and captivating...

Bill Hanifin and Aaron Dauphinee from the Loyalty Academy are back with another episode of the "Wiser Loyalty" podcast series.  They continue exploring Key Success Factors in Loyalty Marketing (course #112) from the Loyalty Academy™ curriculum. In this week’s episode, Bill and Aaron, lean into the importance of understanding that all customers shouldn’t be treated the same and the success that can come in doing this through the utilization of program tiers (in various forms). In the Wiser...

Today’s episode is available in audio format as “Let’s Talk Loyalty” and in video format on www.Loyalty.TV Today’s guest has an incredible career in loyalty, working for over thirteen years on many of the most exciting and innovative propositions that Starbucks now offers in the US market. Joy Das Gupta is now an independent loyalty consultant who works for clients such as Brooks Running, and who has previously supporting brands like Coca Cola, Stanley, Black & Decker, Cisco Systems...

Brett Cameron is the Managing Director of Old Mutual Rewards. Unlike many loyalty programmes, Old Mutual Rewards focuses primarily on incentivising members to take care of their financial wellbeing. With over 2 million members and a staggering 5 billion points earned (equivalent to R500 million / $25 million), the programme has made a significant impact.  Notably, the programme isn't exclusive to Old Mutual customers; it's open to all South Africans and has recently expanded into Namibia with...

This week's episode of the "Wiser Loyalty" podcast series explores an advisory-led course from the Loyalty Academy™ curriculum, Key Success Factors in Loyalty Marketing (course #112). Our hosts today are ⁠⁠Bill Hanifin⁠ and Aaron Dauphinee from the Loyalty Academy faculty. Our loyalty leaders first set-up the discussions for the month of April that will focus on identifying some, but not all, of the components to creating customer loyalty successfully. They list the long-standing and known...

Today’s episode is available in both audio and video format, as the "Let's Talk Loyalty" podcast and on www.Loyalty TV. We’re back in the hotel industry today with Meliá Hotels International, a Spanish hospitality group founded in 1956 in Mallorca (Spain). Melia Hotels is one of the leading companies in resort hotels worldwide. It was the first hotel company in Europe to go public in 1996, and the Group was also named the most sustainable hotel company worldwide in the last S&P...

Today, Let's Talk Loyalty is joined by Wendy Werve, CMO of Marigold, to share her favorite learning from this year’s Consumer Trends Index, which has been created in partnership with eConsultancy. The Consumer Trends Index is an annual report that we feature on this show, and the 2024 edition consumers from various countries, including Benelux Region, Denmark, France, Sweden, the United Kingdom, and the United States. Listen to learn how consumer preferences are changing when it comes to...

This "Wiser Loyalty" podcast wraps up discussions during March that guest hosts Bill Hanifin and Aaron Dauphinee had about Loyalty Business Models. Breaking away from the Proprietary/Player/Coalition nomenclature that has been used for years, Bill and Aaron redefine the Loyalty Business Model classifications based on a more customer centric view. They land on an approach that reflects the reality of the programs they have been observing in the market. The Wiser Loyalty series showcases a...

This episode is available in audio as a podcast and in video format on Loyalty TV.  Today we learn the latest loyalty and lifestyle propositions from the Cathay Pacific Group, with Paul Smitton joining us once again from Hong Kong. Listen to learn how the positioning and proposition for the membership program from Cathay Pacific has evolved, and the role of Asia Miles now as its currency (rather than its programme name). Paul also shares some insights into some of the airline’s most recent...

The launch of the 4th edition of ‘What Brits want from Loyalty Programmes 4.0’ does not disappoint. This Let’s Talk Loyalty podcast talks to three deeply experienced professionals about this whitepaper.  Amanda Cromhout talks to Charlie Hills,Chief Strategy Officer and James Davies, Senior Strategist and Analyst, both from Mando Connect. They are accompanied by Nick Fishbourne, Group Account Director of YouGov. Key highlights include the increased usage of loyalty by Brits ad a deeper usage...

The "Wiser Loyalty" podcast series unpacks the most important things you need to know about the Foundations of Loyalty, grounded in the Loyalty Academy™ Courses.  In today’s episode, guest hosts Bill Hanifin and Aaron Dauphinee take a deeper look at how the Proprietary model is taking on new meaning and why “Partnerships” may be a replacement for the Player Model, reflecting the way business is operating today and to better serve the needs of today’s consumer. The Wiser Loyalty series...

This episode is available as a podcast on "Let's Talk Loyalty" and in video as www.Loyalty.TV. Today's episode features research from our friends in Epsilon, who have been focused discovering the underlying factors that are truly driving UK consumers loyalty in 2024. The result is “Epsilon Loyalty Index” (UK edition) which was created to support loyalty marketers in the UK looking to find new and innovative ways of building loyalty with their customers. Joining me today to share her...

Join us in this exciting episode as we welcome Aussie Merciadez, the Strategic Partnerships & Loyalty Manager at ANZ Bank, as our special guest. With a wealth of experience spanning various loyalty, incentives, and promotional companies both domestically and internationally, Aussie brings a unique perspective to the table. Having spearheaded major brand promotions within the FMCG sector, Aussie transitioned seamlessly into the realm of loyalty, where her reputation for introducing fresh...

Aaron Dauphinee from the Loyalty Academy™ flies solo in this week's of the “Wiser Loyalty” podcast series while Bill Hanifin is in London, UK.    He explores constructs from curriculum in course #104 on Loyalty Program Business Models to set the stage for the next two episodes when Bill and Aaron are back together again. Aaron provides a topline introduction to three 'traditional' loyalty program business models that have served the full spectrum of Customer Loyalty to-date: Proprietary,...

Today's episode is available in audio on "Let's Talk Loyalty" and in video format on www.Loyalty.TV. March 8th is International Women’s Day around the world. To celebrate, Carly Neubauer created a very special webinar featuring the three female guest hosts of Let's Talk Loyalty. This was in response to feedback from members of WiiN, a not for profit association that works to connect, educate and empower women in the incentive and loyalty industry. When WIIN members were asked who...

This episode focuses on the Avolta Loyalty Programme – the global programme of this leading global travel experience player with over 5,500 duty free, food & beverage and convenience stores across 75 countries. With Camilo Courtenay, the Global Loyalty Lead at Avolta. Camilo heads up global loyalty at Avolta. Prior to joining, he worked in various loyalty roles at Vodafone, Eurostar and British Airways and brings a wealth of industry experience to our show. Today we will be learning...

This week's episode of the "Wiser Loyalty" podcast series explores the most foundational course in The Loyalty Academy curriculum, Introduction to Loyalty #101. Our host today is ⁠Bill Hanifin, who takes on this topic solo as co-host ⁠Aaron Dauphinee is on assignment in Argentina.  Bill poses a True/False test that challenges the foundational concepts of customer loyalty. In the process he clarifies conflicting terminology, sheds light on how loyalty is evolving and explains why Loyalty...

This episode is available in audio format on "Let's Talk Loyalty" and on Loyalty.TV. Today’s episode, features a loyalty program called Clos19 from the iconic brand Moët Hennessy, the Wines and Spirits Division of LVMH. LVMH is the world's leader in luxury, operating in 6 different industries, across 81 countries. Many of their products have been around for centuries, while others are just starting their journey. Today we are joined by Erin Scarfe, Head of Consumer Engagement within...

In this episode, we delve into the remarkable journey of Monique Forbes, who worked behind the award-winning Air New Zealand loyalty program. Join us as we explore the evolution of this program, from its inception to its groundbreaking retail coalition comprising over 65 partners. Monique's expertise doesn't stop there – we'll also uncover the intricacies of her work on the proprietary loyalty program at Mercury Energy. Get ready for insights into loyalty program innovation and the...

This week's episode of the "Wiser Loyalty" podcast series ties up the month's focus into select constructs taken from the Psychology of Human Behavior course curriculum of the Loyalty Academy™.  Our hosts, Bill Hanifin and Aaron Dauphinee, will lead us into understanding why and how it's emotion that explains the "say-do" gap. Learn how this universal problem to all marketers can lead to unsatisfying and inaccurate observations or marketing actions that do not elicit a response or desired...