Get Personal with Loyalty
Coming through the digital transformation era, we’re now equipped to deliver the experiences our customers desire. Listen in to this podcast to learn from the experts and practitioners elevating customer experiences by leveraging loyalty strategy, data and technology.
ABOUT YOUR HOST
Erin Raese
SVP of Growth & Strategy, Annex Cloud
Erin Raese is the SVP of Growth & Strategy at Annex Cloud and responsible for the partner development and corporate marketing functions at Annex Cloud Erin is a commercial growth executive with proven expertise in taking small and mid-size organizations to the next level: InteQ, Cartera Commerce, Aimia’s ILS division, and Loyalty360. She also brings an unparalleled customer loyalty strategy and innovation expertise. As a passionate loyalty strategist, Erin has focused her career on helping organizations build profitable relationships with their customers, develop long-term brand loyalty, and increase customer retention and revenue in both B2B and B2C environments. She is equally passionate about spending quality time with her son and golden retriever and giving back through mentoring.
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Redefining B2B Profitability with Loyalty
September 19, 2023
David Slavick
Co-founder & Partner of Ascendant Loyalty
David provides highly precise and accountable loyalty consulting services to customer-centric omnichannel firms. His combination of strategic vision and technology expertise in the B2B space, as well as experience on the client side, give him a unique perspective on how to B2B enterprises in any industry benefit from an effective loyalty program. In this episode, we discuss the ways loyalty drives growth across all B2B markets and how to redefine profitability by looking beyond price incentives and diving into the world of B2B loyalty programs.
The Harmony of Joy and Loyalty with Adam Posner
June 6, 2023
Adam Posner
CEO, The Point of Loyalty
Never heard of the term ‘joyalty’? Then tune in to our latest podcast episode to hear Adam Posner, CEO of The Point of Loyalty, define it. Don’t miss Adam’s insider tips gained from joining and studying more than 113 loyalty programs and conducting his “For Love or Money” research annually for 16 years running. Learn about the three Bs of loyalty, the six key currencies loyalty members care about, the six questions your brand should be able to answer around customer data and much more. Listen and subscribe today and let’s forge a path to success with loyalty!
Mastering Personalized Marketing with Stephen Stone
May 30, 2023
Stephen Stone
CRM and customer loyalty expert, Stephen Stone, has worked for mega brands—including Bank of America, Toys “R” Us, Bath and Body Works, and Lane Bryant. Join us for this episode to gain his unique insights on how to align personalization efforts with business objectives, why you should always be testing, why a roadmap is essential for growth and improvement, and the importance of company-wide support and collaboration.
How Media Companies Can Maximize Growth through Loyalty
May 23, 2023
Ray Chelstowski
Director of Agency Partnerships at Annex Cloud
Accomplished media expert and Director of Agency Partnerships at Annex Cloud, Ray Chelstowski, shares invaluable strategies for transitioning from ad dependency to powerful membership models, breathing new life into customer connections. Discover how top TV networks captivate audiences through gamification. You’ll also learn why loyalty checks all the boxes when it comes to collecting zero-party data, and how to monetize that data and improve ad performance. Listen now to start creating laser-focused campaigns that build emotional bonds while also boosting acquisition.
Who Needs AI When You Have SaaS?
May 16, 2023
Scott Shurson
Product and Solutions Director at Annex Cloud
Join our host Erin Raese and Scott Shurson, Product and Solutions Director at Annex Cloud, as they delve into the evolution of customer loyalty from the early days of paper-based systems to the cutting-edge solutions at Annex Cloud. Learn how SaaS platforms enable marketers to more easily engage with their audience, the value and limitations of AI, why a custom loyalty solution may not be necessary, how to approach the build versus buy decision and how service organizations can add value and reward customers. Tune in now for an eye-opening discussion on loyalty innovation and technology.
Taking Loyalty Global while Remaining Local
May 9, 2023
Steve Sickel
Product and Solutions Director at Annex Cloud
In this podcast episode, Steve Sickel, Managing Partner at The Mallett Group, shares insights on how to manage loyalty programs for multinational companies with both local and international customer bases, and how to balance global benefits with localized extras to meet and exceed your customers’ expectations. We’ll also cover the cost considerations that go into designing a successful program. Get ready to get personal!
Building Trust and Loyalty with Your Customers
May 2, 2023
Andreanne Rondeau
Founder, stratLX
Andreanne Rondeau, Founder of stratLX, brings more than 20 years in the loyalty space to this insightful conversation. In this episode, you’ll learn how to more effectively implement personalization, gain practical tips for collecting the right customer data, and get inspired by some real-life examples from brands like Sephora and Neiman Marcus. Andreanne brings more than 20 years of experience in the loyalty space to this discussion. Don’t miss out on her insider tips. Get ready to get personal!
Driving Customer Loyalty and Repeat Business
APRIL 25, 2023
Olga Lopategui
Founder, Restaurant Loyalty Specialists
Olga Lopategui, the founder of Restaurant Loyalty Specialists, is a true expert in the restaurant industry with more than 15 years of experience. In this episode, Olga shares practical tips and insights on building customer habits and cultivating emotional loyalty. She dives into the nuances of emotional versus transactional loyalty, helping you to understand what truly motivates your customers to keep coming back. Whether you’re a restaurateur, a marketer or just someone looking to learn more about the power of loyalty, tune in now to gain expert insights and takeaways you can put into action today.
Going Beyond Transactional Loyalty
APRIL 18, 2023
Matt Reeves
SVP of Product Management
Maciek Gorzkowski
SVP of Customer Success
Join the Annex Cloud team as we unpack some real-life examples of how brands are leveraging loyalty to stand out and drive growth. In this episode, Annex Cloud’s SVP of Customer Success, Maciek Gorzkowski and SVP of Product Management Matt Reeves delve into how loyalty is an enabler for deepening your customer relationships, how to create urgency and personalization. They also share tips on program design, subscriptions, data collection and incentives, as well as highlight the benefits of a SaaS-based loyalty platform. Don’t miss out on these actionable insights to level up your loyalty game!
How to Apply Today’s Customer Loyalty Trends
APRIL 11, 2023
Jodi Rausch
Managing Director, Loyalty Solutions, Concentrix Catalyst
Jodi is a strategic marketing and loyalty leader with exceptional customer focus. She has deep experience in developing, transforming and managing differentiated loyalty programs, marketing activities and customer experiences driven by data, insights and financial rigor. In this episode, you’ll learn about ways your brand can deliver value without points and discounts and why that’s important, the danger of collecting customer data and not using it, why testing is key and important tips about paid loyalty programs.
Using Partnerships for Loyalty Growth
APRIL 4, 2023
David Slavick
Co-founder & Partner of Ascendant Loyalty
David provides highly precise and accountable loyalty consulting services to customer-centric omnichannel firms. His combination of strategic vision and technology expertise on a global scale, as well as experience on the client side, give him a unique perspective on how to build an effective loyalty program. In this episode, you’ll learn why you should be analyzing data and insights daily, how brands can start to connect the dots, what experiential loyalty looks like, key steps to launching a loyalty partnership program and the six key criteria of an effective loyalty program.
Personalizing the Retail Loyalty Experience
MARCH 28, 2023
Sandra Gudat
CEO, Customer Communications Group Editor-in-Chief of customer.com
Sandra helps Fortune 2000 companies leverage data to build loyalty and improve retention. She’s personally designed loyalty programs for nearly 100 retailers—including Petco, Kohls and Ulta Beauty. She brings more than three decades of experience and a unique view on loyalty best practices to this conversation. In this episode, you’ll learn about the opportunities to integrate loyalty across all your customer touchpoints, gain three key loyalty strategies, understand the biggest hurdles to delivering the experiences consumers expect and hear some great examples of brands getting it right.
Harnessing the Power of Card-linking & Gamification
MARCH 21, 2023
Tom Peace
Customer Loyalty Expert, The Loyalty People
Tom has been at the forefront of the loyalty industry for more than 15 years, covering the latest trends—including paid and card-linking programs, real-time data analytics, and experiential and emotional techniques. His expertise spans many industries, including financial services, retail, travel and FMCG. In this episode, you’ll learn about loyalty similarities and differences across countries, the relationship of loyalty to marketing and other core business functions and discover the advantages of card-linking and gamification strategies.
Leveraging Loyalty for Your Digital Transformation
MARCH 14, 2023
Philip Shelper
CEO & Founder, Loyalty & Reward Co.
Phil has more than 13 years of experience in the loyalty industry, including key roles at Qantas Frequent Flyer and Vodafone. He has consulted with 100s of brands, belongs to 100s on programs and researches loyalty psychology and history to understand the essential dynamics of successful programs. Listen in to learn about 3 key aspects of personalization to consider, key challenges around effectively collecting and leveraging data, where most get stuck and simple steps brands can take to make loyalty more manageable and less scary.