165 episodes

“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.

Let's Talk Loyalty Paula Thomas

    • Business
    • 5.0 • 2 Ratings

“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.

    #165: 2022 Loyalty Trends, Gamification and Subscription with Epsilon's Vice President of Loyalty Strategy

    #165: 2022 Loyalty Trends, Gamification and Subscription with Epsilon's Vice President of Loyalty Strategy

    As 2021 comes to a close, we reflect on the key consumer trends that arose in loyalty in 2021 and discuss insights and predictions for loyalty professionals in 2022. 

    With examples and case studies that include Dunkin (formerly Dunkin Donuts), Dell, Carters and Duolingo, I"m joined by Epsilon's Vice President of Loyalty Strategy Brad Macdonald, who shares the importance of human connection in the context of digital transformation. 

    Brad also shares the ever-increasing focus on having a loyalty "mindset", and his views on what's working - and what's not - for loyalty professionals. 



    Show Notes:

    1) Brad Macdonald - Vice President of Loyalty Strategy @ Epsilon

    3) Dunkin'

    4) Carter's 

    5) Duolingo 

    6) Epsilon

    • 51 min
    #164: Loyalty Magazine Awards - now the International Loyalty Awards (Short Show Summary)

    #164: Loyalty Magazine Awards - now the International Loyalty Awards (Short Show Summary)

    Today's episode is a short summary of my interview in 2020 with Annich Macintosh, the Editor and CEO of the "Loyalty Magazine Group" in the UK, focusing on their loyalty awards.

    Annich explains the approach, some notable winners in 2020, and also some key trends and changes she noticed in consumer behaviour that loyalty professionals need to notice and factor in to their plans in a pandemic-changed world. 

    As these awards have now been re-branded, I also share the new positioning and remind everyone to enter for the new International Loyalty Awards being awarded in London in 2022.



    Show Notes:

    1) Annich Macintosh Editor and CEO, Loyalty Magazine Group

    2) International Loyalty Awards 

    • 7 min
    #163: Accor's Live Limitless Programme Focuses on Passion and Partnerships

    #163: Accor's Live Limitless Programme Focuses on Passion and Partnerships

    Accor Live Limitless (ALL) is a loyalty programme that spans 51 brands and almost 7,000 hotels across different customer segments at different price points, yet who share common needs and passions. 

    With a vision to offer much more than simply a place to stay, ALL is focused on becoming a day to day companion for travellers as well as local communities, based on compelling partnerships and delighting each and every guest when they arrive in any Accor property. 

    Isabelle Birem is the Senior Vice-President Loyalty at Accor Group, and she joins me in today's episode of "Let's Talk Loyalty" to share the challenges and opportunities of driving loyalty at such scale globally, ensuring staff and owners understand the power of the loyalty programme to drive their businesses forward and deliver on the brand promise for every guest. 

    Isabelle shares the reasons behind their sports sponsorship with Paris St Germain and the "money can't buy" experiences this creates, as well as the innovative "double-dip" partnerships launched with Air France / KLM and Qantas.

    Show Notes: 

    1) Isabelle Birem Senior Vice-President Loyalty at Accor

    2) Accor Live Limitless 

    • 43 min
    #162: KPMG Consumer Research Post-Covid Priorities (Short Summary Show)

    #162: KPMG Consumer Research Post-Covid Priorities (Short Summary Show)

    Nathan Beaver is a Partner at KPMG UK and in 2020, he shared his insights on the "integrity economy", and how consumer behaviour evolved during the global pandemic.

    With 91% of customers saying they do NOT want to return to the pre-Covid world, he explained some of the principles that loyalty programme managers need to keep in mind to connect with their most valuable customers.

    Trust has become an essential ingredient in business and KPMG revealed some dramatic research findings on what they are calling the "New Customer".

    Listen to this short show to capture the key highlights of my interview with KPMG UK.

    Show Notes:

    1) Nathan Beaver - Partner at KPMG UK

    2) Let's Talk Loyalty Episode #50 with KPMG 

    • 7 min
    #161: 7-Eleven Shares Secrets to Success & Driving Loyalty with 7REWARDS.

    #161: 7-Eleven Shares Secrets to Success & Driving Loyalty with 7REWARDS.

     7-Eleven is renowned as the world's largest retailer, with over 77,000 stores globally, serving an incredible 10 million customers every day.

    The brand is proud to have invented the convenience store itself, creating the concept in 1927, with a vision to delight local communities with speed and simplicity. 

    In this episode of "Let's Talk Loyalty", Chief Digital Officer of 7-Eleven Inc, Raghu Mahadevan, explains the firm's focus on customer loyalty, and how that entire journey is being supported by its loyalty program 7REWARDS. 

    This incredible loyalty program already supports over 55 million members and today we discuss some of their latest inventions and award-winning strategies that are engaging customers both outside the store as well as inside, with a consistent "obsession" to delight them.



    Show Notes:

    1) Raghu Mahadevan, Chief Digital Officer at 7-Eleven

    2) 7 Eleven USA 

    3) 7 Rewards

    • 40 min
    #160: Let's Talk Loyalty's First Birthday Episode (Short Show Summary)

    #160: Let's Talk Loyalty's First Birthday Episode (Short Show Summary)

    Let's Talk Loyalty celebrated its first birthday in August 2020, so in episode 49, I was celebrating this milestone with some special guests. 

    It featured my friends from the Loyalty Academy, with a focus on the scholarship competition that listeners could enter, with one lucky listener winning a FREE Loyalty Academy Scholarship worth $1,750!

    My two guests on this show - Graeme Thomson, a Director of the Loyalty Academy, and Emily Ong who was a recent graduate of the course. 

    In this short summary episode, I summarise the background and approach taken by the Loyalty Academy for anyone studying the CLMP, which is designed to support loyalty professionals with ideas and concepts they can use immediately in their day to day roles around the world.

    Show Notes:

    1) Let's Talk Loyalty Episode 49 - One Year Anniversary 

    2) Graeme Thomson - Director of the Loyalty Academy

    3) Emily Ong - CLMP 

    • 8 min

Customer Reviews

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2 Ratings

2 Ratings

pierce-simms ,

Loyalty expertise

With the way more than the requisite 100hrs of experience to achieve mastery, Paula Thomas’s podcast looks set to shape up to be a fantastic resource for learning and new ideas for anyone with an interest in loyalty marketing. Her worldwide expertise places her at the cutting edge of this industry... clearly a voice to be listened to and reckoned with!

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