Let's Talk Loyalty

With much of the world locked down for the forseeable future, the conversations around loyalty are changing. Safeguarding our customers, our staff and ourselves has become our biggest concern.  

While businesses adapt and loyalty programmes evolve, agile retailers who may never have needed to allow their customers to "pre-order and pre-pay" are now recognising the power of digital platforms to support social distancing, particularly in convenience retail. 

As a consultant to the convenience industry, working with Liquid Barcodes, this episode unapologetically promotes a unique online solution and a tool that can be implemented by any retailer in just one week, in order to help retailers protect their customers and staff, and further build trust and loyalty long-term. 

Show Notes: 

Bob Stein

The (pre) "Order and Pay" solution from Liquid Barcodes (loyalty platform for convenience retail)

With an extra-ordinary career spanning almost 30 years for some of the world's top loyalty brands, Amanda Cromhout is a recognised leader in loyalty. Now based in South Africa, she has created a dedicated loyalty agency which publishes an annual white paper on the key trends in loyalty with South African consumers.

Listen to this week's episode to learn why some consumers in South Africa DON'T use loyalty programmes, and which ONE programme they rate above all others (if they HAVE to choose). Plus hear about the grocery programme that launched in late 2019 and signed up an amazing one MILLION members in just their first week.

Show Notes: 

1) Truth Loyalty Agency South Africa 

2) Truth White Papers 

With an extra-ordinary career spanning almost 30 years for some of the world's top loyalty brands, Amanda Cromhout is a recognised leader in loyalty. Now based in South Africa, she has created a dedicated loyalty agency which publishes an annual white paper on the key trends in loyalty with South African consumers.

Listen to this week's episode to learn why some consumers in South Africa DON'T use loyalty programmes, and which ONE programme they rate above all others (if they HAVE to choose). Plus hear about the grocery programme that launched in late 2019 and signed up an amazing one MILLION members in just their first week.

Show Notes: 

1) Truth Loyalty Agency South Africa 

2) Truth White Papers 

Coalition programmes are notoriously difficult to get right. Managing partners, data and a compelling value proposition are extremely difficult to do – but the power and potential of these programmes is extra-ordinary – as proven by flybuys Australia when it recruited a million members in its first week alone!

Phil Hawkins is Operations Director for flybuys and has spent much of his career supporting its incredible success.

In this episode of “Let’s Talk Loyalty” Phil talks us through 5 lessons he has learned about loyalty marketing over the last twenty-five years.

Show Notes:

Phil Hawkins

flybuys Australia

Coalition programmes are notoriously difficult to get right. Managing partners, data and a compelling value proposition are extremely difficult to do – but the power and potential of these programmes is extra-ordinary – as proven by flybuys Australia when it recruited a million members in its first week alone!

Phil Hawkins is Operations Director for flybuys and has spent much of his career supporting its incredible success.

In this episode of “Let’s Talk Loyalty” Phil talks us through 5 lessons he has learned about loyalty marketing over the last twenty-five years.

Show Notes:

Phil Hawkins

flybuys Australia

Coalition programmes are notoriously difficult to get right. Managing partners, data and a compelling value proposition are extremely difficult to do – but the power and potential of these programmes is extra-ordinary – as proven by flybuys Australia when it recruited a million members in its first week alone!

Phil Hawkins is Operations Director for flybuys and has spent much of his career supporting its incredible success.

In this episode of “Let’s Talk Loyalty” Phil talks us through 5 lessons he has learned about loyalty marketing over the last twenty-five years.

Show Notes:

Phil Hawkins

flybuys Australia

Airline loyalty programmes around the world are recognised and respected as the pioneers of the industry, driving billions of dollars of ancillary revenue for those that truly delight their members.

As one of the largest airlines in the world, Emirates Airline is approaching the 20 year anniversary of its loyalty programme Skywards which now boasts over 27 million members around the world.

Today's episode features an exciting conversation with Dr Nejib Ben Khedher, Divisional Senior Vice President in Emirates who has led the digital transformation of Skywards in recent years - including some key statistics and incredible insights on what's working well for Skywards already and what to expect in the industry in the years to come.

Show Notes: 

Skywards Loyalty Programme

Dr Nejib Ben Khedher, Divisional Senior Vice President, Emirates Skywards at Emirates

This week I am super excited to announce a partnership with my friends in "The Wise Marketer™" - the world's most widely read source of news, and insights on everything to do with loyalty and customer-centric marketing. 

Both they and I are equally passionate about sharing knowledge in the loyalty industry and this partnership is the perfect way to do that.

Today's episode features an interview with the CEO of The Wise Marketer - Bill Hanifin - a group which also includes the "Loyalty Academy™" and the Loyalty Guide, known as the bible in the loyalty industry.

I am extremely proud to be working with the team there to add my "voice" and interviews from around the world as weekly content for their audience and excited to be part of the world's biggest loyalty community.

Loyalty programmes are best known as a powerful tool to drive consumers to buy more and spend more however in some rare cases such as "Bella Mossa" in Italy, the programme is drive social change and sustainable behaviour. 

In this episode, Dan Gipple, founder of Better Points, together with Marco Amadori of the City of Bologna Public Transport Authority, created a unique programme to incentivise residents of Bologna to cycle, walk and use public transport instead of driving - and with remarkable results. This loyalty programme was even featured by the BBC in their "World Hacks" series!

We discuss human behaviour, the psychology of consumer loyalty and some ways in which programmes can be funded when the objectives are non- commercial.

Show Notes:

BBC News - Clip featuring the city of Bologna's loyalty programme. 

Bella Mossa - Using Rewards to incentivise citizens of Bologna to drive less frequently,

Dan Gipple.

Better Points Platform. 

CX – or “customer experience” has exploded in recent years as a powerful business tool that truly drives customer loyalty and advocacy – not “just” using structured loyalty programmes, but by re-engineering your whole business in order to delight customers.

Today’s episode of “Let’s Talk Loyalty” features an interview with Michael Killeen, founder of the “CX Academy” to figure out why so many companies are appointing CX professionals in their senior management teams, and how we as loyalty professionals can leverage our expertise in customer retention in order to lead CX initiatives.

Listen to learn what brands are seen as the global leaders in CX and how you can upskill and apply similar powerful frameworks in your company.

Show Notes: 

https://thecxacademy.org/

https://www.linkedin.com/in/michael-killeen-cx/