549 episodes

“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals.

If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world.

Check out our website on: http://www.letstalkloyalty.com/

Let's Talk Loyalty Paula Thomas

    • Business
    • 3.7 • 3 Ratings

“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals.

If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world.

Check out our website on: http://www.letstalkloyalty.com/

    #550: Practice Checking for Sanity to Sustain Your Program

    #550: Practice Checking for Sanity to Sustain Your Program

    Each month in the Wiser Loyalty series, Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide. This month, they are talking about financial planning for loyalty programs and the material is based on the Loyalty Academy™ course: Loyalty Financial Modeling (#105).
    Ensuring that your investment in planning and modeling is rewarded by a program that stands the test of time is the focus this week. To help you achieve what they call Sustainable Loyalty, Aaron and Bill look into the important “sanity check” questions you should ask to test your work and make recommendations on how to create a measurement dashboard with the right metrics to keep the CFO at ease. 

    Show notes:
    1) Bill Hanifin
    2) Aaron Dauphinee
    3) The Loyalty Academy™
    4) The Wise Marketer

    • 15 min
    #549: WestJet's Loyalty Transformation & Evolution

    #549: WestJet's Loyalty Transformation & Evolution

    This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
    Today’s episode features a fascinating conversation with WestJet, Canada’s second biggest airline, as they embark on a significant transformation journey.
    WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Today, they operate to more than 100 destinations worldwide, with a team of over 14,000 people and nearly 200 aircraft.
    Leading the loyalty evolution is Steve McClelland, Vice President of Loyalty Commercial & Business Development, and we are delighted to have him join us to share his early thoughts on how he plans to grow WestJet Rewards.
    With thanks to the Loyalty and Awards conference team for this introduction.

    Show notes:
    1) WestJet
    2) WestJet Rewards
    3) Steve McClelland
    4) Watch the full interview episode at www.Loyalty.TV.com

    • 37 min
    #548: Inside the Relaunched Carter’s Rewards Program with Kevin Severs

    #548: Inside the Relaunched Carter’s Rewards Program with Kevin Severs

    This episode focuses on the newly relaunched Carter’s Rewards - the loyalty programme of a $3Bn children’s apparel retail business. The successful relaunch lowered customer thresholds, added tiers, and accelerated its personalization strategy.
    With Kevin Severs, the Director of Retention for Carter’s. Kevin is a seasoned Director with 18 years of marketing experience spanning retail, CPG, automotive, and consulting. Previously, he was a Director of E-commerce at Hertz and spent nearly a decade CPG consulting with General Mills and working in brand management at Procter & Gamble.
    Today we will be learning about Kevin’s favourite loyalty programmes, how Carter’s Rewards is building real customer engagement and all about their plans for the future.

    Show notes:
    1) Kevin Severs
    2) Carter’s Rewards
    3) Carters Inc.

    • 36 min
    #547: Winning the CFO’s Heart in Loyalty Finance

    #547: Winning the CFO’s Heart in Loyalty Finance

    Last week we kicked off a month-long discussion of Loyalty Financial Modeling with Loyalty Academy™ senior faculty members Bill Hanifin and Aaron Dauphinee. Drawing from material in Course #105 – Introduction to Loyalty Finance, Aaron and Bill are walking you through the essentials that you need to know to break through the “black box” of loyalty finance. 
    This week, Bill goes solo and takes a close look at the assumptions that matter most for your financial model and how to create an assumption set that will pass the credibility test with your CFO and win the budget you seek. He shares the “check digit” questions that you must ask to make sure your model will pass the toughest tests with your stakeholders.
    Each month in the Wiser Loyalty series, Bill and Aaron draw a theme based on the courses required to earn the Certified Loyalty Marketing Professional™ (CLMP™) designation, which is nearing 1,000 individuals across 53 countries worldwide.
    Show notes:
    1) Bill Hanifin
    2) Aaron Dauphinee
    3) The Loyalty Academy™
    4) The Wise Marketer

    • 15 min
    #546: Loyalty TV LIVE with Mastercard - Influencing and Winning Loyalty in an Age of Choice

    #546: Loyalty TV LIVE with Mastercard - Influencing and Winning Loyalty in an Age of Choice

    This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.
    Mastercard recently hosted its latest Excellence in Customer Engagement Summit in Dubai, and Loyalty TV was delighted to attend.
    Against the backdrop of market uncertainties and a rapidly evolving consumer landscape, this Summit brought together industry experts and thought leaders to discuss perspectives and share success stories on how organizations can win over the consumers of today and tomorrow.
    As our first "Loyalty TV Live" event, Paula Thomas hosted a panel entitled "Influencing and Winning Loyalty in an Age of Choice" featuring Jill Moser, SVP, Global Loyalty, Offers at Mastercard, as well as Murat Ungun, Chief Executive Officer at Kudu Company for Food and Catering, for an engaging session on loyalty.
    Topics include:
    Rethinking customer loyalty and loyalty programs in 2024Transforming customer loyalty with emerging technologyBalancing act between digital innovation and customer trust
    This event was co-created by the Loyalty TV team together with Mastercard. For more information about the product or services discussed please contact the Mastercard team at mastercardservices.com
    Show notes:
    1) Mastercard
    2) Jill Moser
    3) Kudu Company for Food and Catering
    4) Murat Ungun
    5) mastercardservices.com
    6) Influencing and winning loyalty in an age of choice - Slide Deck
    7) Watch the full interview episode at www.Loyalty.TV

    • 32 min
    #545: Loyalty Simplified: Beyond Metrics and Into Meaningful Engagement

    #545: Loyalty Simplified: Beyond Metrics and Into Meaningful Engagement

    In this insightful episode, we delve into the true essence of customer loyalty with Mark Proctor  who is the Head of Loyalty & Retention at BIG4, Holiday Parks of Australia.
    Mark Proctor challenges the conventional metrics often used to gauge loyalty, advocating instead for a focus on emotional connection and customer convenience. Through personal anecdotes and industry examples, Mark Proctor discusses the journey of creating successful loyalty programs, the importance of embracing failure for innovation, and the need to simplify customer interactions in an increasingly complex digital world.
    Join us as we explore how loyalty is not just a program but a holistic, organization-wide commitment to enhancing customer experience and trust.
    Hosted by Carly Neubauer 

    Show notes:
    1) Mark Proctor
    2) BIG4, Holiday Parks

    • 59 min

Customer Reviews

3.7 out of 5
3 Ratings

3 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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