Let's Talk Loyalty

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 customers and launched the “Relish” rewards program.

Joining us today to share the proposition is Jaimi Farrey, Senior Loyalty & Personalisation Manager for Relish, which is also now a finalist in the Best Social (CSR Initiative) in the upcoming APAC Loyalty Awards.

Show notes:

1) Jaimi Farrey

2) Grill’d

Welcome back for the second episode of the "Wiser Loyalty" podcast series, which is hosted by Bill Hanifin andAaronDauphinee from theLoyalty Academy™.

Listen to another keyconcept for loyalty marketers to understand, Operant Conditioning, which dives into the relationship between behaviors and consequences. Our experts provide their thoughts on its applicationto Loyalty using both sector and brand specific examples.

The constructs discussed each month are taken from theCertified Loyalty Marketing Profressional™ (CLMP™)curriculum and this month's focus is on the Psychology of Human Behavior and its relevance to loyalty.

Show Notes:

1)⁠Bill Hanifin⁠⁠

2)⁠Aaron Dauphinee⁠

3)⁠The Wise Marketer

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 partnered with one of the leading family-owned operators of international franchising brands, the Al Shaya Group, which has operated for over 20 years.

We are joined by Elisabetta Aiello, the Vice President of Marketing and Digital for Starbucks in the MENA and Turkey.

Starbucks Rewards launched in the UAE in February 2022, followed by other key regional markets soon afterwards, and to date, they have registered more than 3 million members.

I hope you enjoy my in-studio conversation all about Starbucks as a world-class brand focused on building customer loyalty in the Middle East and North Africa region.

Show Notes:

1) Elisabetta Aiello

2) Starbucks MENA

3) Starbucks Rewards

4) Al Shaya Group

5) Watch this episode at www.Loyalty.TV

This episode focuses on The Co-Op’s membership programme, featuring insights fromDeanHarris, 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.Deanbegan 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 businesses in a variety of functions.

In his current role he manages the suite of member rewards (personalised offers, gamification, exclusive deals), oversees the retail media proposition and is responsible for ensuring that The Co-op Members’ best interests are considered whenever their data is moved, shared or used.

Today we will be learning aboutDean’s favourite loyalty programmes, the trends he is watching closely and all about The Co-Op’s unique membership programme!

Hosted byCharlieHills.

Show Notes :

1) Dean Harris

2) The Co-Op

3) European Loyalty White Paper

4) Mando-Connect

5) YouGov

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 aconstruct from their Certified Loyalty Marketing Profressional™ (CLMP™)curriculum andexplain 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 examples of brands that are already adopting these underlying drivers, in order to drive their program's performance.

Show Notes:

1) Bill Hanifin⁠

2)Aaron Dauphinee

3) The Wise Marketer

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 Engagement for the Super Retail Group, where he and his colleagues are helping more than 10 million members live out their passions in sport, fashion, automotive & the great outdoors.

Aaron shares their latest exciting propositions already launched, as well as some fascinating insights on the consumer psychology insights that he believes we loyalty professionals need to understand in order to optimize our programmes.

Show Notes:

1) Aaron Fuller

2) Super Retail Group

3) Supercheap Auto

4) rebel⁠

5) ⁠BCF

6) Macpac⁠

7) Watch this episode at www.Loyalty.TV

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 shaped the industry, and gain valuable insights into the tips and hints from this seasoned loyalty professional.

Explore how Ellipsis & Co utilizes proprietary methods and data-driven insights to design, implement, operate, and optimize customer loyalty programs and initiatives, delivering state-of-the-art services that not only grow customer value but also optimize overall performance.

Hosted by Carly Neubauer

Show notes:

1)⁠David Parsons

2)⁠Ellipsis & Co⁠

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 then shares his insights on some great acquisition channels he sees, particularly in the US market – one of which is definitely controversial, and involves effectively leveraging the purchase path for ecommerce transactions as a key opportunity that more brands around the world can explore.

We also talk through some of the trends in co-brand cards that Visa sees from its data (which is one of the largest data sets on the planet), as well as new sectors that are emerging and beginning to explore the financial and engagement potential of co-brand cards.

Listen to enjoy our conversation and learnings from Visa!

Show notes:

1) Luigi Marandola

2) Visa

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 evolution and recent re-launch of Omni's “Select Guest” loyalty program and some of the major changes they’ve implemented and why.

Enjoy!

Show notes:

1) Josh Belkin

2) Omni Hotels & Resorts

3) Select Guest

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 loyalty strategy, and some of the innovative ideas, such as their freemium subscriptions.

Their goal is now to achieve a simpler yet a more fully integrated experience for cinema-lovers, featuring a comprehensive loyalty and digital brand proposition for consumers called Club Pathé.

I hope you enjoy my conversation with Joyce Mense from Pathé cinemas in The Netherlands.

Show notes:

1) Joyce Mense

2) Pathé Theatre

3) Club Pathé

4) ARMIN’S ALL-ACCESS

5) Article: Innovators Break The Mould, At The 2020 Loyalty Magazine Awards