“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals.
If you work in loyalty marketing, join me every week to learn the latest ideas and marketing insights from loyalty specialists around the world.
#54: The Role of Simplicity in Driving Customer Loyalty - B2B Marketer of the Year - Margaret Molloy
As winner of the "B2B Marketer of the Year" award, Margaret Molloy is recognised globally as a marketing thought leader. She is the Chief Marketing Officer of Siegel + Gale, a top global branding firm based in New York renowned for delivering global insights through its annual Simplicity Index.
In this interview, we explore how simplicity drives business performance and enhances the customer experience. We also discuss the role of brands in the customer journey, as well as the power shift from buyers to users, employee loyalty and some intriguing statistics that help explain the role of simplicity in driving consumer loyalty.
Margaret is a true believer of keeping things simple, and she highlights how Covid-19 has made it even more important for brands to simplify.
We also discuss the role and impact of GEN Z on current marketing trends, and characteristics that define this critical consumer segment including the crucial role they play in the future loyalty market.
Listen to this episode of Let's Talk Loyalty to understand how simplicity is as an increasingly powerful (yet underestimated) factor that drives loyalty in every business.
We also announce the winner of the first ever Loyalty Academy Scholarship Competition in partnership with our friends in the Loyalty Academy!
1) Margaret Molloy: Chief Marketing Officer - Siegel + Gale
2) Margaret Molloy on Twitter - twitter.com/margaretmolloy
3) World's Simplest Brands website
4) Simplicity at Work study
5) How CMOs Commit newsletter
6) How CMOs Commit podcast
7) Future of Branding Events page
8) Siegel + Gale
9) “In their words” article by Siegel+Gale: The skills used by global CMOs to navigate COVID-19
10) Gen Z and Brand Building podcast episode
#53: Driving Loyalty in Shell worldwide - Pavel Los shares insights on his award-winning loyalty programmes
Pavel Los is the Global Loyalty Manager for Shell, the world-renowned oil company running loyalty programmes in 21 countries.
Shell recently topped the leader board at the Loyalty Magazine Awards, winning awards for Shell Go+ in the UK, as well as Shell Club Smart programme in China that integrates with the WeChat platform. Pavel talks us through those value propositions and also shares some insights around the use of carbon offset programmes in key markets such as the Netherlands and the UK.
With the increasingly role of loyalty programme to protect commercial revenue, Pavel shares the key statistics and loyalty metrics that Shell focuses on from their central team of loyalty subject matter experts.
We also discuss the concept of coalitions and the important ingredients for success for any brand when it comes to marketing partnerships.
Listen to this episode of Let's Talk Loyalty for a truly global loyalty perspective from one of the world's leading retailers.
1) Pavel Los - Global Loyalty Manager Shell
2) Shell Go+ - Shell's new UK Loyalty Programme
3) Shell Clubsmart - China
#52: Connecting with Community for Local Loyalty - with Dr Chris Arnold
As a former Creative Director and senior board director of Saatchi & Saatchi, Dr Chris Arnold is a business strategist, innovative thinker and a "proudly dyslexic" champion of thinking differently.
With a deeply held belief in the power of community, Dr Chris highlights the challenges of relying on digital marketing and short-term measurable metrics that limit the full potential of a truly customer-centric mindset.
Dr Chris reminds us of the power of communities as a way to create true customer loyalty, including the opportunity to connect our loyal customers with each other in a way that builds powerful brands and businesses.
1) Dr Chris Arnold
2) Connect 2 UK
#51: The Loyalty Magazine Awards
Every year, loyalty marketers around the world send off their programmes to compete with the best in the industry for the annual Loyalty Magazine Awards.
With 23 categories, the entries are carefully evaluated by a panel of loyalty experts from around the world and one winner gets to celebrate being the best in the world in their industry or region!
In this episode of Let's Talk Loyalty, I interview Annich McIntosh, CEO of the Loyalty Magazine Awards about the great entries that came out on top this year, as well as the very special Loyalty Magazine Awards 2020 online global party. Loyalty Magazine is a leading international title providing coverage of the world loyalty business.
We also discuss some of the key trends she's seeing in the world of loyalty as an industry commentator and expert.
1) Annich McIntosh, CEO of the Loyalty Magazine Awards
2) Loyalty Magazine Awards
#50: KPMG Customer Research - Connecting with The New Customer
As customers respond to our dramatically different world, trust is becoming an essential ingredient in business, not just to ensure customer loyalty, but to ensure business survival.
In its fascinating reports on the "New Customer", KPMG reveal some dramatic findings - for example, 91% of customers do NOT want to return to the pre-Covid world.
Listen to this episode of Let's Talk Loyalty, as Nathan Beaver, Partner at KPMG UK, shares the latest insights on the "integrity economy", and how consumer behaviour is evolving, as well as the principles that loyalty programme managers need to keep in mind to connect with, and keep their most valuable customers.
1) Customer Connections in Uncertain Times
2) Meet Your New Customer. The UK Customer Experience Excellence report 2020
3) Customer Connections: Competing in the New Reality
#49: ONE YEAR BIRTHDAY - Let's Talk Loyalty - Loyalty Academy Competition
Let's Talk Loyalty is one year old on August 22nd so today we are celebrating!
It’s been an incredible roller-coaster year, filled with fun, extra-ordinary guests, incredible sponsors and partners and of course an amazing audience so I’m truly grateful for every listener and every message of support that you've sent.
To celebrate our first birthday, this episode features my first competition in partnership with my friends in the Loyalty Academy – offering one lucky listener the chance to enjoy a FREE Loyalty Academy Scholarship worth $1,750!
To enter the competition, simply sign up to our newsletter here: http://letstalkloyalty.com/competition/