Let's Talk Loyalty – Details, episodes & analysis

Executive faculty members from the Loyalty Academy™, the CEO of the The Wise MarketerGroup, Bill Hanifin, and his CMO, Aaron Dauphinee are back again this week for the Wiser Loyalty podcast series for Let’s Talk Loyalty.  Our loyalty industry SMEs provide their weekly perspectives on constructs from the Loyalty Academy™ curriculum for their Certified Loyalty Marketing Professional™ (CLMP™) designation and each month they cover content from one of the core courses.

This month the duo is looking into topics from the Loyalty Member Communications (course 110). Like with a selection of other core courses, it has been refreshed with new insights and points of view on communicating with your members of your customer program and related initiatives. In this week’s episode Bill and Aaron discuss the topic of Artificial Intelligence’s (AI) rising integration into loyalty program member communications with three uses cases: search, segmentation, and service and support.

Show notes:

1) Bill Hanifin

2) Aaron Dauphinee

3) The Loyalty Academy™

4) The Wise Marketer

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

I’ve just come back from the annual conference from the Asia Pacific Loyalty Association, and I’m thrilled now to be interviewing this award winning programme.  

Bakers Delight won their award for Best Loyalty Program Launch at the 2023/2024 Awards, so I’m delighted to share this story with you today.  

Our guest is Lucila Braga, the Head of Digital Customer Experience for Bakers Delight, with overall responsibility for their “Dough Getters” program.  

As a brand, quite simply, Baker’s Delight sells freshly baked bread and they’ve been doing so around the country since 1980.  

Their loyalty programme is also super simple as you’ll hear in today’s conversation.  

Listen to hear the power of simplicity as a winning formula for both customers and program operators. 

Watch for free with our partner Capillary Technologies via Loyalty.TV or subscribe this episode to watch ad-free.

Show notes:

1) Lucila Braga

2) Bakers Delight

3) Dough Getters

This episode is available in audio format on our Let's Talk Loyalty podcast, and in video format on www.Loyalty.TV.

PAYBACK is an award-winning customer loyalty program which began in German almost twenty-five years ago, and now operates in multiple countries worldwide.

The business is part of the American Express Group and it also operates as a multi-channel marketing platform.

When it comes to coalition loyalty, the PAYBACK programme is undoubtedly one of the best in the world.

Joining me today for second time on Let's Talk Loyalty and for the first time on Loyalty TV is Berni Brugger, CEO of the PAYBACK Group.

When we last spoke in 2021, I remember being particularly impressed by the incredible 95% points redemption rate that PAYBACK had managed to achieve from its 31 million members in Germany, so I was super excited to hear what’s been happening in the business since then!

I hope you enjoy my conversation with Berni Brugger from PAYBACK Group.

Show notes:

1) Berni Brugger

2) PAYBACK Group

3) Edeka

4) Netto

5) Marktkauf

6) Watch the full video interview at www.Loyalty.TV

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 hear, Lisa is particularly passionate about employee loyalty, effectively designing your loyalty strategy BEFORE choosing a technology platform, as well as the simplicity and power of card-linked loyalty – a concept she has launched for some of the biggest programs in Dubai, including Skywards from Emirates.

Please listen and enjoy our conversation.

Show Notes:

1) Lisa Brightwell

2) Bright Insights Consulting

3) Tell Me Why American Airlines's podcast for staff

4) Watch this episode on www.Loyalty.tv

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 on various different marketing campaigns for the loyalty programme, including the team’s biggest fan campaign in 2023 called ‘Make Your Mark’, which gave the chance for its loyalty members to design the car livery for the United States Grand Prix’s this year and win a trip to the races.

Today we will be learning about Elliot’s favourite loyalty programmes, what loyalty looks like in Formula One and of course, all about Oracle Red Bull Racing’s digital loyalty programme, ‘The Paddock’.

Hosted by Charlie Hills.

Show Notes :

1) Elliot Warman

2) Oracle Red Bull Racing

3) ‘Make Your Mark’⁠

4) European Loyalty Whitepaper

5) Mando-Connect

6) YouGov

Let's Talk Loyalty Webinar Details

If you'd like to register for our webinar on January 22nd 2025 to learn how to leverage world-class games to drive daily engagement and bottom-line revenue, simply sign up here:

https://us02web.zoom.us/webinar/register/6417364267736/WN_aHWt5hkbR6uPWc2SfzD6xg

Even if you can't join live, we'll share the recording with you.

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 program, which we are specifically featuring as the content source for our Tuesday episodes in 2024. 

Today's episode explains what you can expect in the weeks and months ahead in the "Wiser Loyalty" Tuesday Podcast series, as we together focus on growth and excellence in our industry in 2024.

Show Notes :

1)⁠  Bill Hanifin

2) ⁠Aaron Dauphinee

3) ⁠The Wise Marketer Group⁠ ⁠⁠⁠⁠⁠

4) ⁠Loyalty Academy

5) Cumberland Farms

6) ⁠⁠ Stakeholder Loyalty Article

7) Do Hard Things

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 program, as well as their plans to launch a “subscription” propositions this year for members.

Listen to enjoy the latest loyalty insights from Ben Lipsey and Flying Blue.

Show Notes :

1) Ben Lipsey

2) Air France

3) KLM⁠

4) Transavia⁠

5) ⁠Flying Blue⁠

6) www.Loyalty TV⁠.

Amanda Cromhout interviews Phil Shelper, Founder & CEO of Loyalty Reward & Co. 

Phil is the author of Loyalty programs: The Complete Guide. Phil released the first edition in 2020 after many months of COVID and the time to face adversity.

The 2nd edition was released in October 2023. Amanda released Blind Loyalty – 101 Loyalty Concepts Radically Simplified in  September 2023 after very personal adversity from personal health challenges in 2022.

During this podcast, the authors debate how the books are similar in parts but overall vastly different and what is the major take home value for their readers.

Show Notes:

1) Phil Shelper

2) Loyalty Reward & Co⁠

3) Loyalty Programs: The Complete Guide (2nd Edition)

4) Blind Loyalty – 101 Loyalty Concepts Simplified

Today’s episode of LTL which is a masterclass in co-brand cards, the single biggest driver of profits for so many loyalty programs.

Nik Laming is an independent consultant and strategic advisor who has spent his whole career dedicated to loyalty programs, including roles as the former head of AIMIA and Carlson Marketing in Asia, as well as the former head of loyalty for Cebu Pacific airline in the Philippines.

Nik is now based between Singapore and the Philippines, where his new business Loyalty ConnectOS enables loyalty, digital and data businesses to access resources offshore to extend their teams for data analytics, operations and marketing execution.

Listen today to enjoy my conversation with Nik Laming, all about creating successful co-brand partnerships that deliver value for programme owners, programme members and of course their banking partners!

Show Notes:

1) Nik Laming

2) Loyalty ConnectOS

3) #417: Viva Aerobus Launches Compelling Loyalty Concept in Mexico

Today’s episode is available in audio format as "Let's Talk Loyalty" and on video as "Loyalty TV".

This interview features the latest news about one of the most exciting loyalty programs in Asia, based in Hong Kong.

yuu Rewards was launched by DFI Retail Group in 2020, and now serves almost 5 million members.

The group is a leading pan-Asian retailer that covers food, health and beauty, home furnishings, restaurants and other retail businesses, with interests in 13 countries and territories, operating over 10,500 outlets, and employing more than 216,000 team members.

yuu Rewards allows members to earn points at over 2,500 outlets such as 7-Eleven, IKEA, KFC and Pizza Hut.

Our guest today is Anushree Khosla, yuu Rewards Director.

Anushree shares all of the latest propositions including the launch of yuu Stamps and their gamification and mission-based propositions.

Listen to enjoy my conversation with Anushree Khosla.

Show Notes :

1) yuu Rewards⁠

2) DFI Retail Group

3) Anushree Khosla⁠

4) Watch this episode at www.Loyalty.TV.