Let's Talk Loyalty

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 keys to success, but also pepper in a few more recent known enablers, before diving into “program member enrollment” to kick-off.

In the Wiser Loyalty series, Bill and Aaron draw a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation and this is now the third month of this global loyalty education series.

Show Notes:

1) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Aaron Dauphinee⁠⁠⁠⁠

2) ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠⁠

3)  ⁠⁠⁠⁠⁠⁠⁠The Wise Marketer 

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 Global Corporate Sustainability Assessment.​

Melia Hotels launched its first loyalty proposition for guests 30 years ago, so 2024 represents a year of celebration, evolution and further expansion.

Joining us today to share their journey is Sara Matarrubia, the Global Loyalty Director for Meliá Rewards.

I hope you enjoy our conversation.

Show Notes:

1) Meliá Hotels International

2) Sara Matarrubia

3) Meliá Rewards⁠

4) Watch the full interview episode at www.Loyalty TV

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 marketing channels and how different demographics are choosing to engage with brands while protecting their privacy, while also focusing on building greater brand loyalty.

I hope you enjoy this year's insights from the 2024 Marigold Consumer Trends Index.

Show notes:

1) Wendy Werve

2) 2024 Marigold Consumer Trends Index⁠

3) Marigold⁠

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 theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, featuring the latest thinking on customer loyalty, backed up by market examples.

Next Month’s topic: Key Performance Indicators.

Show Notes:

1)⁠⁠⁠⁠⁠⁠⁠AaronDauphinee⁠⁠⁠

2)⁠⁠⁠⁠⁠⁠⁠Bill Hanifin⁠⁠⁠

3)⁠⁠⁠⁠⁠⁠The Wise Marketer

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 developments in the Chinese market.

Show Notes:

1) Paul Smitton⁠

2) Cathay Pacific Group

3) Asia Miles

4) Watch the full interview episode at www.Loyalty.TV

The launch of the 4thedition 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 toCharlieHills,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 in terms of activity rates.

There is also an increased play on loyalty partnerships benefiting consumers and brands alike. The whitepaper also serves up quality statistics around transactional KPIs and emotional KPIs.

Show Notes:

1)CharlieHills⁠

2)⁠⁠⁠⁠⁠⁠⁠James Davies⁠

3)Nick Fishbourne

4) Mando Connect⁠

5) YouGov

6) What Brits want from Loyalty Programmes 4.0

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 showcases a theme each month based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, featuring the latest thinking on customer loyalty, backed up by market examples.

Show Notes:

1)⁠⁠⁠⁠AaronDauphinee⁠⁠

2)⁠⁠⁠⁠Bill Hanifin⁠⁠

3)⁠⁠⁠⁠⁠The Wise Marketer

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 insights on the Epsilon Loyalty Index is Senior Vice President of Business Development Epsilon UK, Maria Giacobbe.

Listen to enjoy our conversation about her insights on how to drive customer loyalty in the UK in 2024!

Show notes:

1) “⁠Epsilon Loyalty Index⁠” (UK edition)

2) Epsilon

3) Maria Giacobbe

4) Loyalty Connect Dubai 2024

5) Watch the full interview at www.Loyalty.TV

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 innovations precedes her. Renowned for her data-driven approach, Aussie shares her expertise in crafting loyalty programs that not only prioritize customer intelligence but also foster meaningful engagement. Tune in as we delve into the strategies and insights that have made Aussie a trailblazer in the loyalty space.

Hosted by Carly Neubauer

Show notes:

1)⁠⁠⁠⁠Aussie Merciadez⁠

2)⁠⁠⁠⁠ANZ Bank

AaronDauphineefromtheLoyalty Academy™ flies solo in this week'sof the “Wiser Loyalty” podcast series whileBill Hanifinis 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' loyaltyprogram business models that have served the full spectrum of Customer Loyalty to-date: Proprietary, Player, and Coalition models. This sets the stage for back-to-back weeks of digging deeper into and stress testing each of these models, introducing and evaluating new models, and discussing the viability and relevance of all of them for the loyalty landscapes of today and tomorrow.

In the Wiser Loyalty series, our experts discuss constructs each month that are taken from the Certified Loyalty Marketing Professional™ (CLMP™) curriculum. This month respectfully challenges concepts known to be foundational to Loyalty to set up for next month's conversation on Key Success Factors in Loyalty.

Show Notes:

1)⁠AaronDauphinee⁠

2)⁠Bill Hanifin⁠

3)⁠⁠⁠⁠The Wise Marketer