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...

Today's episode is available as a podcast on "Let's Talk Loyalty" and in video format on www.Loyalty.TV. This episode features another iconic brand - MGM Resorts! Driving customer loyalty in the competitive entertainment industry is fascinating, and today you’ll hear the story of how MGM Resorts recently relaunched, re-branded and re-positioned their original loyalty program in order to meet the dramatically changing profile of visitors to Las Vegas. Our guests are Anil Mansukhani, Vice...

It's the 500th episode of Let's Talk Loyalty and we couldn't be more proud! This episode is a wonderful collection of voices from our audience - some of the incredibly LOYAL people who listen to our show week in and week out. Let's Talk Loyalty was first published back in 2019, and it was the very first podcast in the industry. While there are lots more people now publishing audio content for loyalty marketing professionals, we'll always be particularly proud of us being the first! We...

Senior faculty from the Loyalty Academy™, Bill Hanifin and Aaron Dauphinee, are back to host the latest episode of the "Wiser Loyalty" podcast series. This week they bring with them insights that dive deeper into this month's focus on the Psychology of Human Behavior.  Learn about the Endowed Progress Effect and why creating momentum through incentives or benefits for your members, when onboarding or after they've set a redemption goal can influence continued behaviors.   Our experts...

Today's episode is available in video on www.Loyalty.TV and as a podcast as Let's Talk Loyalty.  "Loyalty Connect" is being positioned as the flagship conference for the loyalty industry for 2024, taking place in Dubai in April, with an expected attendance of over 3,000 people! This podcast shares the origins and intentions of the conference for its inaugural year. This incredible event will also feature the International Loyalty Awards, which is taking place outside of the UK for the...

Today’s episode features another much-loved Australian brand - this time in the fast casual dining sector. Grill’d opened its doors in 2004, with a goal of challenging the belief that burgers were bad, and instead creating recipes for burgers that were both guilt-free and delicious. Now, twenty years later, they're continuing to serve these healthy burgers in over 170 restaurants across the country. In 2019, they realised the power of creating a program to show their loyalty to their...

Welcome back for the second episode of the "Wiser Loyalty" podcast series, which is hosted by Bill Hanifin and Aaron Dauphinee from the Loyalty Academy™. Listen to another key concept for loyalty marketers to understand, Operant Conditioning, which dives into the relationship between behaviors and consequences.  Our experts provide their thoughts on its application to Loyalty using both sector and brand specific examples.  The constructs discussed each month are taken from the Certified...

Today’s episode is available as a podcast as "Let's Talk Loyalty" as well as in video form on www.Loyalty.TV. Starbucks is one of the world’s greatest brands and also our audience’s favorite loyalty program! As a truly global brand, Starbucks operates in 84 markets, and today we’re here to hear about the incredibly successful launch of the Starbucks Rewards programme in the Middle East and North Africa, where there are over 1,900 stores in eleven countries. In this region, Starbucks has...

This episode focuses on The Co-Op’s membership programme, featuring insights from Dean Harris, the Head of Membership Commercial at The Co-Op. He is a retail marketing leader with 15 years of experience across retail media, loyalty, CRM, trade planning, advertising, and customer strategy. Dean began his career in advertising working on McCann Erickson’s B2B client portfolio, before moving to the Co-op where he has spent more than a decade driving the growth of the food and life services...

This episode is our first one in the "Wiser Loyalty" podcast series, hosted by Bill Hanifin and Aaron Dauphinee. Listen to our industry experts discuss a construct from their Certified Loyalty Marketing Profressional™ (CLMP™) curriculum and explain the meaning of "self-determination theory" and why it's an important concept for loyalty marketers to understand. They also discuss the increasing importance of understanding the psychology of consumer buying behavior, including some real...

Today’s episode is available on both "Let's Talk Loyalty" and Loyalty TV, where we’re heading to Australia to hear all about driving loyalty with the Super Retail Group. The Super Retail Group is one of Australia and New Zealand’s largest retailers, and a public company since 2004, having established leading positions across various lifestyle categories as the proud owner of four iconic brands: Supercheap Auto, rebel, BCF and Macpac. Our guest is Aaron Fuller, General Manager of Member...

In this episode, join us for an insightful conversation with David Parsons, the Co-Founder and CEO of Ellipsis & Co, an Australian-based company specializing in pioneering loyalty consulting and focusing on achieving Return on Loyalty as a commercial outcome. Discover the evolution of the loyalty landscape in Australia over the past two decades, as Dave Parsons shares his experiences as an early pioneer in this field. Learn about the highs, lows, and game-changing moments that have...

Today’s episode is our first with Visa, a hugely important partner for so many of you and your programs. Luigi Marandola is Vice President, Global Cobrand & Merchant Partnership Development at Visa, and he joins me today to share his approach to partnering with loyalty programs around the world. Our conversation begins by reviewing with some of key success factors that program owners need to think about constantly to ensure your card is always top of wallet for your members. Luigi...

Today’s episode is available in audio format on Let's Talk Loyalty.com and on www.Loyalty TV. Today, we are meeting Josh Belkin, Vice President, Loyalty and Customer Engagement at Omni Hotels & Resorts. This hotel brand operates more than 50 luxury hotels and resorts in leading business gateways and leisure destinations across North America, including exceptional golf and spa retreats, as well as some dynamic business settings. In this episode, Josh shares details of the...

Today’s episode features an award-winning brand in the entertainment industry in The Netherlands. With more than 30 cinemas around the country, Pathé Theatre's welcomed more than 14 million visitors in 2023, showing a renewed interest from consumers in enjoying the cinema experience. My guest is Loyalty Manager, Joyce Mense, who led the original design of Pathé Rewards which won two International Loyalty Awards back in 2020. Joyce joins me today to share the latest enhancements of their...

Today's conversation is designed to showcase some lessons and learnings from Brazil. My guest is Tatyane Macêdo, Head of Communications at a loyalty consulting company called Valuenet, based in Sao Paulo, Brazil. She is also the Editor-in-chief of Tudo Sobre Incentivos, which they describe as the main educational content platform on Loyalty and incentives in Brazil. Tatyane reached out to us to share some research they conducted with a sample of consumers in Brazil, and conducted in...

Today’s episode is available in both audio on "Let's Talk Loyalty" and in video format on www.Loyalty TV. Our guest today is both a loyalty expert and a great friend of our show. Lisa Brightwell is the Founder and Managing Director of Bright Insights Consulting - a boutique loyalty consultancy firm based here in Dubai. Lisa joined me on the show previously in April 2021, to talk about some very innovative topics in the industry, and today’s she’s doing exactly the same! As you will...

This episode focuses on ‘The Paddock’ – the digital loyalty programme of Oracle Red Bull Racing, featuring insights from Elliot Warman, the Digital Product Manager for Oracle Red Bull Racing. Elliot heads up ‘The Paddock’. Having worked in digital financial services for 5 years with HSBC, he made the switch to work in Formula One last June. He’s passionate about building a sense of community amongst the team’s fans, particularly those that don’t have the chance to attend races. He’s worked...

In this episode of Let's Talk Loyalty, we are officially launching our partnership and format for our new Tuesday short shows launching on February 6th. Our guests are well known to you all, and this new content partnership brings our work with The Wise Marketer Group to a whole new level. Bill Hanifin and Aaron Dauphinee lead The Wise Marketer Group, which positions itself as “The Global Voice of Loyalty”. The group includes their online magazine and the “Loyalty Academy” training...

This episode is available in audio form on "Let's Talk Loyalty" and also on www.Loyalty TV. It has already been a year since we met with Ben Lipsey, Senior Vice President of customer loyalty and President of Flying Blue, the loyalty programme of Air France, KLM and Transavia. Flying Blue now has over 22 million members of its program, and Ben joins us today to share some new propositions and pricing they launched for members, the creation of a separate new legal structure for the entire...