29 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

    • Marketing

“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.

    #29: Rewarding Loyalty with Luxury Experiences.

    #29: Rewarding Loyalty with Luxury Experiences.

    The Chalhoub Group is the largest retailer for luxury across the Middle East since 1955 with over 12,000 employees and a portfolio of some of the most exclusive brands in the world. With over 700 stores, the Group has spent the last two years defining and developing a unique loyalty programme proposition to appeal to premium customers and the luxury brands themselves. 

    In this episode of "Let's Talk Loyalty", I interview Nida Unas, Head of Group Loyalty at Chalhoub Group who tells us about MUSE - the programme that has been developed to reward premium Chalhoub customers with luxury experiences. 

    She shares with us some of the new ideas and solutions emerging through the programme as malls in the Middle East remain closed for now.

    Show Notes: 

    https://www.linkedin.com/in/nidaunas/

    https://www.experience-muse.com/

    • 40 min
    #28: Corona Virus Challenges - Solutions for Convenience Retailers

    #28: Corona Virus Challenges - Solutions for Convenience Retailers

    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)

    • 25 min
    #27: Customer Loyalty and Landscape Research - South African Insights

    #27: Customer Loyalty and Landscape Research - South African Insights

    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.

    • 42 min
    #26: Australia’s Favourite Loyalty Programme - flybuys – 5 Lessons Learned in 25 Years

    #26: Australia’s Favourite Loyalty Programme - flybuys – 5 Lessons Learned in 25 Years

    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

    • 41 min
    #25: Skywards - Loyalty Programme for Emirates and Fly Dubai - Interview with Dr Nejib Ben Khedher

    #25: Skywards - Loyalty Programme for Emirates and Fly Dubai - Interview with Dr Nejib Ben Khedher

    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

    • 45 min
    #24: Loyalty Academy and The Wise Marketer - Partnership Announcement

    #24: Loyalty Academy and The Wise Marketer - Partnership Announcement

    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.

    • 54 min

Customer Reviews

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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