Read more about their Exchange solution as a growth channel for loyalty programs here.

In this episode of Let's Talk Loyalty and Loyalty TV, Andrew Glance CEO of Qantas Loyalty, takes us behind the scenes of one of the world’s most successful loyalty programs. He shares how Qantas Loyalty has evolved from a marketing tool into a standalone business, delivering value to over 18 million members.

Andrew dives into the recent program transformations, including Classic Plus for better flight availability, recognition beyond the air, and initiatives that make the program simpler, more rewarding, and relevant for members. He also explains how technology, AI, and strategic partnerships with banks, retailers, and travel partners are reshaping the loyalty experience.

Learn about the program’s new discoverability tool, which already saw over a million searches in its first 24 hours, making it easier for members to find flights across multiple dates, regions, and cabins. This episode is packed with insights for loyalty professionals, marketers, and frequent flyers who want to understand how to create a profitable, member-focused loyalty program that keeps evolving.

Hosted by Paula Thomas and Carly Neubauer.

Show Notes:

1)Andrew Glance

2) Qantas

3) Qantas Frequent Flyer

4) The Subtle Art of Not Giving a F*ck - Book Recommendation

Read more about their Exchange solution as a growth channel for loyalty programs here.

In this standout episode from our archives, we revisit the award-winning British Airways Executive Club—now known as The British Airways Club—a loyalty programme designed to engage and reward frequent flyers worldwide.

Niall Rooney, Former Loyalty Manager at British Airways, shares valuable insights into the evolving world of loyalty marketing, revealing how customer preferences and performance data shape the airline’s strategy.

From increasing reward seat availability to recognising high-value customers, this episode explores how British Airways continues to differentiate itself in a highly competitive travel landscape.

Show Notes:

1) Niall Rooney,

2) The British Airways Club

3)British Airways

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.

In this episode, we explore how a brand built on surprise, discovery, and in-store experience approaches loyalty and growth at global scale.

Our guest is Mathilde Yung Bruyant, Marketing Director of Flying Tiger Copenhagen. She shares how the brand is translating its distinctive DNA — playful, accessible, and locally relevant — into a modern membership and customer engagement strategy across more than 30 markets.

The conversation centres on a key tension: Flying Tiger’s success is rooted in physical discovery and impulse, yet its loyalty ambitions require structure, data, and continuity. We explore how the Flying Tiger Club is being designed to enhance that experience, not dilute it.

A core theme is the decision to launch before everything is fully defined — using speed, testing, and real customer behaviour to shape the program over time, from onboarding and engagement to long-term value.

We also discuss how digital and in-store experiences reinforce each other, and how global consistency is balanced with local relevance.

This episode offers a perspective on how experience-led brands can build loyalty in motion while staying true to what makes them distinctive.

This episode is hosted by Nyeleti.

Show Notes:

1) Mathilde Yung Bruyant

2) Flying Tiger Copenhagen

3) How Brands Grow - Book Recommendation

Read more about their Exchange solution as a growth channel for loyalty programs here.

Sports fans are some of the most passionate and loyal audiences in the world—often supporting their clubs across generations. So what drives a football club like AS Roma to invest in a structured loyalty programme?

This episode is one of the best of the back catalogue, exploring the smart strategy behind AS Roma’s approach, developed in partnership with Advice Group—an initiative that led to three wins at the 2018 Loyalty Magazine Awards, including Best Regional Champion of the Year (Western Europe).

Paula speaks with Laura Cagnacci about the thinking behind the programme, how it performs in practice, and the cross-industry insights shaping stronger, more direct relationships with fans.

Tune in to revisit a standout episode.

Show Notes:

1) Laura Cagnacci

2)AS Roma

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is also available in video format on www.Loyalty.TV.

In this episode of Let's Talk Loyalty and Loyalty TV, we sit down with James Kavanagh, Global Leisure CEO at the Flight Centre Travel Group, to explore the future of travel loyalty. With 29 years in the travel industry, James shares insights into transforming global leisure operations, scaling brands across eight markets, and launching World360 Rewards—the new travel loyalty program in Australia.

Leadership lessons, loyalty insights, and the books that guide a global CEO—James Kavanagh reveals how Flight Centre makes every journey rewarding for both customers and business.

Hosted by Carly Neubauer

Show Notes:

1) James Kavanagh

2)Flight Centre Travel Group

3) World360 Rewards

4) Legacy by James Kerr - Book Recommendation

Read more about their Exchange solution as a growth channel for loyalty programs here.

7-Eleven Denmark has redefined convenience retail by evolving from a traditional kiosk model into a modern, food-focused destination—earning the title of International Convenience Retailer of the Year.

In this Let’s Talk Loyalty episode, Managing Director Jesper Østergaard shares how shifting customer needs, healthier offerings, and brand innovation are shaping their approach to loyalty.

From our Best of the Back Catalogue, we revisit this conversation on transforming convenience into meaningful customer connection.

Show Notes:

1) Jesper Østergaard

2)7-Eleven

3) Reitan Convenience

4) NACS International Convenience Retailer of the Year Award

5)NACS Europe

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is also available in video format on www.Loyalty.TV.

Join Locky Wright as he shares how the My RYOBI program turns customers into loyal fans.

From data-driven personalisation and AI-powered recommendations to winning back customers and breaking down organisational silos, Locky reveals the secrets to delivering real impact. Learn why progress over perfection, simplicity, and measurable value are key to lasting loyalty.

Hosted by Carly Neubauer

Show Notes:

1) Locky Wright

2) My RYOBI

3) TLDR - Article Recommendation

4) This is Marketing - Book Recommendation

We’re pausing our Spanish-language episodes for now.

In today’s episode, Alex reflects on his experience hosting the Spanish-language episodes of Let’s Talk Loyalty and Loyalty TV. While these episodes are on hold, the voices and ideas from Latin America and Spanish-speaking markets continue to play an important role in our global discussion.

Don’t forget to share your thoughts and feedback. Let’s keep the conversation going!

A heartfelt thank you to everyone for your support throughout this journey.

Hosted by Alex Saul

Show Notes:

1) Alex Saul

2) All Spanish Episodes

Read more about their Exchange solution as a growth channel for loyalty programs here.

Today we are re-publishing back one of our most popular episodes as our planned episode has been delayed for technical reasons

This re-released episode features Evert de Boer, Managing Partner at On Point Loyalty and CEO of Fidivo, sharing key takeaways from his book “Loyalty Programs and the Currency Effect” and his perspective on loyalty in the travel sector.

Hosted by Aaron Dauphinee.

Show Notes:

1) Evert de Boer

2)Fidivo

3)On Point Loyalty

5) Loyalty Programs and the Currency Effect: A Comprehensive Guide to Realizing the Power of Points – By Evert de Boer & Xiao Yao Chin

6) A Perfect Spy: A Novel - Book Recommendation

7) Connemara: A Novel - Book Recommendation

8) German Summer Book (but only available in Dutch) - Book Recommendation

Read more about their Exchange solution as a growth channel for loyalty programs here.

From our Best of the Back Catalogue, we revisit this episode exploring 3Plus, the award-winning loyalty programme from Three Ireland.

In this conversation, Siobhan Lynch, Loyalty Manager at Three Plus Ireland, shares the story behind the programme, what it offers customers, and the impressive results it has delivered.

Show Notes:

1) Siobhan Lynch

2) Three Plus Ireland

Peter joined Collinson in 2013 to add his expertise from a 25-year international career in eCommerce, product, and loyalty management across a wide range of travel companies, including InterContinental Hotels Group and easyJet, for which he launched several significant revenue streams such as Speedy Boarding and the first-ever airline paid loyalty program, easyJet Plus!. He advises clients globally on designing and optimizing loyalty programs and is a leading thinker on paid-for loyalty strategies.

In this episode, Peter shares his insights the loyalty industry, how behavioral science and AI are changing things at Collinson and in the industry and innovations and new ideas that loyalty marketers everywhere should be thinking about.

Hosted by Charlie Hills

Show Notes :

1) Peter Gerstle.

2)Collinson Group

3) Thinking Fast and Slow - Book Recommendation

4) Atomic Habits - Book Recommendation

5) The Hard Thing About Hard Things - Book Recommendation

6) The Loyalty Effect - Book Recommendation

Sanjeev Nichani, a seasoned loyalty marketing professional, has shaped some of India’s most impactful loyalty programmes—from Loyalty Rewardz, serving over 100 million banking customers, to AIMIA, and previously Raymond Rewards, the men’s retail fashion programme spanning 1,000+ stores.

He shares timeless insights on launching loyalty programmes in franchise businesses, engaging members through digital channels, and lessons learned from driving customer-centric growth across industries.

Show Notes:

1)Sanjeev Nichani

2) Raymond Rewards

Nokwanda Khumalo is a seasoned executive with experience across multiple industries, having led fuel retail and loyalty projects for over a decade. In this interview, she shares how loyalty can become a powerful growth enabler when an organisation commits to it at a leadership level.

Reflecting on the 18 months following the loyalty launch at bp, Nokwanda unpacks the measurable business results achieved and explains how success went beyond technology or rewards mechanics. A critical differentiator was the deliberate investment in frontline execution — with bp placing significant emphasis on equipping and energising staff to deliver an exceptional customer experience.

Her insights reinforce a key message: loyalty drives sustainable growth when it is embedded into culture, championed by leadership, and brought to life consistently by those closest to the customer.

Hosted by Amanda Cromhout

Show Notes:

1) Nokwanda Khumalo

2) bp Southern Africa

3) bp rewards

4) Braving the Wilderness

TELUS is one of Canada's largest telecommunications companies, serving millions of customers across mobile, internet, TV, and digital health services. What makes TELUS particularly interesting from a loyalty perspective is how they've evolved their interactions with TELUS Services customers (mobility, internet, security and TV) through a new national tiered program, TELUS Rewards, that combines points and perks with extension into some major leading category partnerships and their programs, including WestJet.

Aaron Dauphinee sat down with Jacob Pullia, Director of Content, Strategy & Business Development is he leads the way in redefining how TELUS thinks about loyalty and their mandate of putting customers first. We also spend some time discussing partnership models and why the connection with WestJet makes sense for both organizations and their joint customers.

Hosted by Aaron Dauphinee

Show notes:

1) Jacob Pullia

2) TELUS Rewards

3) TELUS

4) Book Recommendation: Personalized Customer Strategy in the Age of AI

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is also available in video format on www.Loyalty.TV.

Louisa Evans is Head of Loyalty and Retention for Hornby Hobbies which saw the launch of its Rewards programme, Hobby Rewards, three years ago. In this interview, Louisa talks us through how the product-centric organisation with magnificently created and engineered collectibles turns into a customer-led business.

They had to pivot from a pure B2B company to create a D2C channel during covid, resulting in Hobby Rewards. This is a magnificent inside view into a concept referred to as generational loyalty and data-led decision making, combing transactional and emotional loyalty.

Hosted by Amanda Cromhout

Show Notes:

1) Louisa Evans

2)Hornby Hobbies

3) Scoring Points - Book Recommendation

4) Applying Behavioral Science to Private Sector - Book Recommendation

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.

In this episode, we explore how beer culture, category dynamics, and customer loyalty have evolved in the decade following AB InBev’s acquisition of SABMiller — one of the most significant moments in the global beer industry.

Our guest is DeWet Bisschoff. He has spent more than two decades harnessing the power of business strategy, talented people, and disruptive technology. More recently, he has worked alongside AB InBev across markets and brands, with deep exposure to how loyalty, culture, and customer experience operate at global scale.

The conversation reflects on how loyalty in the beer category extends beyond products or transactions. It is shaped by heritage, local pride, shared rituals, and everyday moments of connection. As global scale and complexity increase, we explore what it takes to protect these emotional loyalty drivers while evolving operating models and customer engagement behind the scenes.

We also discuss how the beer category has changed over the past decade — from digital commerce and personalization to non-alcoholic innovation and more conscious consumption — and what these shifts mean for sustaining relevance and loyalty across generations and geographies.

This episode offers a thoughtful perspective on how global brands can evolve without losing the cultural foundations that loyalty is built on.

This episode is hosted by Nyeleti.

Show Notes:

1) DeWet Bisschoff

2) Lekker Lees

3) The Beer Monopoly

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.

In this episode we are delighted to interview Ben Stirling, an experienced commercial executive with a track record of scaling loyalty platforms, transforming sales organisation and delivering GTM strategies that drive acquisition and ARR growth. He has led commercial transformation at Expedia, Tenerity and Capillary, launched new solutions, expanded into international markets and delivered results across multiple sectors.

He is currently a fractional CRO at TenX Strategy and supports PE-backed and enterprise firms in building predictable revenue systems and exit-ready growth. His impact includes scaling Tenerity’s loyalty marketplace solution to acquisition in two years, providing loyalty solution to Santander, C&A, British Gas, TD Bank and Frontier, and growing commercial channels at Expedia that delivered $200M+ in new revenue.

In this episode, Ben shares his proven insights on how to sell loyalty internally, from aligning feature sets to user needs, to securing C-suite backing with ROI models, and ultimately winning board-level buy-in by linking loyalty to long-term enterprise value. We’ll also be learning about his favourite books and highlights and key learnings from the programmes he has worked on.

Hosted by Charlie Hills

Show Notes :

1) Ben Stirling

2) TenX Strategy

3) TenX Strategy - Budget Sign Off PDF

4) Hooked- Book Recommendation

5) The Road Less Stupid - Book Recommendation

This episode examines how PetSmart uses behavioral science, data, and shared passion to create a loyalty program that feels personal and purposeful. Our guest today is Emily Feldman, Senior Director of Loyalty and Membership Experience at PetSmart.

From rewarding engagement over transactions to moving beyond one-size-fits-all loyalty, the conversation highlights tiered rewards, emotional connection, and the role of associates as loyalty advocates—showing how PetSmart builds long-term relationships with pet parents across every touchpoint.

Hosted by Bridget Blaise-Shamai

Show Notes:

1)Emily Feldman

2) PetSmart

3) Treats Rewards

4) Freakonomics

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.

On this episode of The Wiser Loyalty Podcast, our guest today is Lauri Hart, Loyalty Manager for Club Yogi Rewards. This conversation examines an unexplored area of the entertainment and travel industry – campgrounds and all that the great outdoors has to offer. Club Yogi Rewards is the long-standing loyalty program operated Camp Jellystone, a Franchisor of Yogi Bear Jellystone Park™ Camp-Resorts.

In this interview, we will explore what it takes to sustain success in customer loyalty over decades, not just quarters, and share lessons from an industry veteran that will surely benefit all who listen. If you want to be a survivor in customer loyalty, this is a must listen.

Hosted by Bill Hanifin, CLMP™

Show Notes:

1) Lauri Hart

2) Camp Jellystone

3) Club Yogi Rewards

4) Bible in a year by Fr. Mike Schmitz

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish.

En este episodio de Let’s Talk Loyalty en Español, conversé con Fabio Santoro, una autoridad en fidelización en Brasil con más de 25 años de trayectoria. Fabio, cofundador de Dotz y vicepresidente de la ABEMF, profundiza en las razones por las cuales Brasil se ha consolidado como un mercado altamente maduro y competitivo, destacando el papel de las coaliciones, la profesionalización del sector y el impacto de la inteligencia artificial en el engagement del cliente.

Hosted by Alex Saul

Show Notes:

1) Fabio Santoro

2) Dotz

3) ABEMF

4) El Poder del No Positivo – William Ury

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.

In this episode, we explore how storytelling drives trust, credibility, and long-term loyalty in B2B, within the highly complex world of shipping and logistics.

Our guest is Samantha Almon Adeluwoye, Global Head of Content, Social Media, & Storytelling at A.P. Moller – Maersk.

Samantha shares how storytelling at Maersk is grounded in the company’s values and its responsibility as a trusted custodian of customers’ goods. Rather than being separate from operations, human stories are used to strengthen confidence in Maersk’s reliability, care, and expertise — helping customers connect emotionally while trusting operational excellence.

The conversation also explores how social media functions as a strategic relationship engine in B2B, enabling connection across complex decision-making ecosystems while reinforcing trust over time. Samantha offers insight into how consistent, values-led storytelling supports retention, referral, and long-term partnerships in an industry where credibility is everything.

With a strong track record of delivering engaging, purposeful content at global scale, Samantha provides a thoughtful perspective on how human storytelling and operational capability work together to build loyalty.

This episode is hosted by Nyeleti Sue-Angel Nkuna.

Show Notes:

1) AP Moller - Maesrk

2) Samantha Almon Adeluwoye

3) Thinking Fast & Slow - Book recommendation

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

We are breaking new ground today as we explore the retail Cannabis industry, one that is often discussed, but not very well understood.

Marketing to customers in a regulated industry has complexities and my guest today is one of the most accomplished persons leading marketing innovation in the Cannabis industry. Courtney Zalewski is Chief Brand and Marketing Officer at Embarc, a modern, community-focused cannabis retailer in California with locations across the state.

Courtney pioneered the launch of the Embarc Passport Club two years ago and we talk about the intersection of regulations in Cannabis retail with the most stringent consumer protection laws in the US (the CCPA), where the challenge of creating customer loyalty in the Cannabis industry might be the biggest in all of retail.

Hosted by Bill Hanifin, CLMP™

Show Notes :

1)Courtney Zalewski

2) Embarc

3) Embarc Passport Club

5) Unresonable Hospitality - Book Recommendation

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

In this In this episode we are delighted to interview Polly Jones, Group Head of Digital & Loyalty at ODEON Cinemas Group.

Polly is a digital and loyalty leader with a track record of delivering successful programmes for brands including ODEON Cinemas Group, E.ON, O2, Virgin Media, Rolls Royce Motor Cars, Costa and Dishoom. Today we will be learning about her favourite books, highlights and key learnings from the programmes she has worked on and all what loyalty looks like now and in the future for ODEON.

Hosted by Charlie Hills

Show Notes:

1) Polly Jones

2) ODEON Cinemas Group.

3) The Places We'll Go - Marketing Show - Podcast Recommendation

Read more about their Exchange solution as a growth channel for loyalty programs here.

Brandon de Kock is Director of Storytelling for WhyFive Insights, South Africa. At the South African Loyalty Awards 2025, he was recognised at the most influential personality in the industry, with his late-business partner, Stuart Lowe.

They produce a comprehensive view of the South African consumer class which represents 85% of consumer spend, called the BrandMapp study. He

Deeply understands the power of research to help brands understand ‘why' consumers behave in certain ways which adds more insightful direction to the transactional data insight which typically reveals the ‘what’ about consumer spending. This episode is a must watch 45 minutes to understand consumer behaviour in loyalty programmes.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Hosted by Amanda Cromhout

Show Notes:

1) Brandon de Kock

2) WhyFive Insights

3) Book recommendation: The Far Side - Gallery 5

Read more about their Exchange solution as a growth channel for loyalty programs here.

Today we are re-publishing back one of our most popular episodes as our planned episode has been delayed for technical reasons and now also available to watch on www.Loyalty.TV and listen on Let's Talk Loyalty

Bakers Delight won their award for Best Loyalty Program Launch at the 2023/2024 Awards, so we are delighted to share this story with you today.

Our guest is Lucila Braga, who was previously the Head of Digital Customer Experience for Bakers Delight, with overall responsibility for their “Dough Getters” program.

As a brand, quite simply, Baker’s Delight sells freshly baked bread and they’ve been doing so around the country since 1980.

Their loyalty programme is also super simple as you’ll hear in today’s conversation.

Listen to hear the power of simplicity as a winning formula for both customers and program operators.

Hosted by Paula Thomas

Show notes:

1) Lucila Braga

2) Bakers Delight

3) Dough Getters

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish

En este episodio de Let’s Talk Loyalty, exploramos la evolución de Doters, el innovador programa de lealtad de Viva Aerobus y sus aliados terrestres de Grupo IAMSA. Pablo Sordo nos detalla cómo han logrado consolidar esfuerzos aislados en un ecosistema único que hoy cuenta con 10 millones de miembros.

Descubrimos la estrategia detrás de democratizar la lealtad en el modelo low-cost, los retos de integrar el transporte aéreo con el terrestre y cómo la simplicidad en la redención ha sido la clave del éxito. Una mirada profunda a la tecnología, la cultura organizacional y la visión de convertir a los puntos Doters en la segunda moneda de los mexicanos.

Show Notes:

1) Pablo Sordo

2) Viva Aerobus

3) Grupo IAMSA

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

In this episode, Charlie Hills is joined by Jakub and John from the Global and UK Shell Go+ Teams.

Jakub serves as the Europe & North America Loyalty & CRM Lead at Shell, where he has been driving customer engagement and commercial value since 2021. Before joining Shell, he led the end-to-end design and launch of the Footlocker Membership program in Europe. Jakub is a strong advocate for building meaningful emotional relationships with customers to ensure the long-term success and value of loyalty programs.

John is the Head of Loyalty and CRM for Shell UK. He brings a wealth of experience from across the industry, having worked in both agency and client-side roles for companies including Shell, Vodafone, and in the financial services, home energy, retail, and banking sectors.

In this episode, they share their favourite books, highlights, and key learnings from the loyalty programmes they have worked on, offering insights into what loyalty looks like today and how it is evolving for Shell.

Hosted by Charlie Hills

Show Notes :

1) Jakub Krzakala

2) Jonathan Kelly

3) Shell GO+ Rewards

3) Surrounded by Idiots - Book Recommendation

4) Thinking in Bets - Book recommendation

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Welcome to the first episode of 2026 on Let’s Talk Loyalty & Loyalty TV! We’re starting the year by exploring how Cashpoints is transforming loyalty programs with instant rewards that drive engagement and growth.

Ian Sutcliffe, co-creator of Cashpoints, shares the journey of building a real-time, multi-partner loyalty ecosystem from the ground up—covering instant point issuance, flexible redemption, partner-first technology, and the smart use of physical and digital touchpoints.

Discover why real-time rewards are the future of loyalty, how they create moments of delight for customers, and what brands can do to innovate in 2026. A perfect episode to start your year with actionable insights and inspiration for the loyalty space!

Hosted by Carly Neubauer

Show Notes:

1) Ian Sutcliffe

2)Cashpoints

3) Book recommendation: Grit by Angela Duckworth

4) #141: Loyalty Excellence and Innovation with AA Smartfuel New Zealand

Read more about their Exchange solution as a growth channel for loyalty programs here.

This short episode explains our plans for the holidays this year and when we'll be back with new episodes for you.

Happy Christmas and Happy New Year from all at Let's Talk Loyalty and Loyalty TV.

In today's episode, Ros Netto, Global Head of Rewards at Virgin Active, shares how their program motivates members through gamification, milestones, and personalized experiences. She discusses the challenges of scaling globally while creating meaningful connections that go beyond points, inspiring loyalty that truly transforms members’ wellness journeys.

Hosted by Joanna Witsch

This episode is sponsored by Comarch

Show Notes:

1) Ros Netto

2) Virgin Active

3) Book recommendation: The Happiness Project

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Steve Habbi , award-winning brand leader, shares how loyalty goes beyond points. Discover how utility, seamless experiences, emotional resonance, and AI-driven personalization can turn customers into lifelong fans. From HSBC and the London Stock Exchange to Formula One, learn actionable insights on building loyalty through memorable experiences.

Hosted by Nyeleti Sue-Angel Nkuna

Show notes:

1) Steve Habbi

2) Soler Coaster

3) Book Recommendation: Guns, Germs, and Steel: The Fates of Human Societies

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Over the past year Choice Hotels has made changes to their customer loyalty and rewards program, Choice Privileges, and following their most recent announcement we were fortunate to reconnect with Nandika Suri who is their Vice President of Loyalty, Cobrand Card and Partnerships for Choice Hotels International.

The conversation flows from her impressive career in Travel and Retail loyalty at leading brands beyond Choice Hotels, which include Under Armour and United Airlines, to the reasons why she's implementing changes to the program. Nandika shares the impact already seen by the hotelier, most of which are franchise owned and operated, and the new value exchanges available to all customer types - those staying only a few times a year through to their new Titanium level members.

Hosted by Aaron Dauphinee

Show Notes:

1) Nandika Suri

2) Choice Hotels International

3) Choice Privileges

4) Book recommendation: The Loyalty Effect

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Dr Melanie Van Rooy talks openly in this podcast about what it takes to run a 30 year old leading loyalty programme which delights almost 13 million active members. Clicks ClubCard won three awards at this year’s South African Loyalty Awards and most notably Team of the Year.

Clicks Clubcard represents 84% of sales of its iconic mother brand, Clicks and members enjoy a 90% redemption rate. These are hard-hitting loyalty KPIs which position perfectly as South Africa’s most used loyalty programme.

Hosted by Amanda Cromhout

Show Notes:-

1) Melanie Van Rooy

2) Clicks

3) Clicks ClubCard

4) Book recommendation : Primal Leadership

5) Book recommendation: Never Split the Difference

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

In this episode we are delighted to interview Shaun Hatrick, the Director of Partnerships and Business development for Nectar.

Shaun is an expert in the loyalty and marketing space with almost two decades of experience shaping partnership and customer engagement strategies. Over his career, he’s led the development and launch of innovative loyalty and marketing propositions for some of the world’s most recognised brands — including American Express, British Airways, Sobeys, Esso, and more.

As Director of Nectar Partnerships and Business Development, he brings together data, creativity, and commercial insight to build meaningful, high-value relationships across the Nectar coalition. His focus is on driving growth through collaboration — connecting brands with millions of customers in ways that deliver real, measurable impact.

Today we will be learning about his favourite books, highlights and key learnings from the programmes he has worked on and all what loyalty looks like now and in the future for Nectar.

Hosted by Charlie Hills

Show Notes :

1) Shaun Hatrick

2) Nectar

3) Podcast Recommendation: Good Hang with Amy Poehler

4) Podcast Recommendation: Las Culturistas

DLF is a 78 year old real-estate development, management and investment services firm in India. It is the largest publicly listed real estate company in India with residential, commercial and retail properties across 15 states and 24 cities.

This conversation is an intriguing look at how human and digital program delivery is coming together to create experiences that elevate the ideology of loyalty and move it beyond the programmatic in some very novel ways.

Hosted by Aaron Dauphinee

Show notes:

1) Shivaji Choudhary

2) DLF Mall Rewards

3) DLF

4) Book Recommendation: Barking Up the Wrong Tree

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

In this episode of Let's Talk Loyalty and Loyalty TV, we sit down with Aoun Raza and Emily Ong from Landmark Group’s Shukran program, one of the GCC’s most successful loyalty programs with over 14 million active members.

They also discuss Shukran’s program revamp, its impact on engagement, and strategies for building lasting loyalty.

Hosted by Lisa Brightwell.

Show Notes:

1) Aoun Raza

2) Emily Ong

3) Landmark Group

4) How to Lead in Product Management by Roman Pickler - Book recommendation

5) Never Lose A Customer Again by Joey Coleman - Book recommendation

In this episode of Let’s Talk Loyalty and Loyalty TV, Oleksandr Koliakin and Kanan Nabar from Shell share how they build and run a loyalty program across 25 markets worldwide. They discuss program design, regional and cultural adaptations, measurement, technology choices, lessons learned, and delivering seamless, rewarding customer experiences that drive engagement and business value.

Hosted by Carly Neubauer

Show notes:

1) Oleksandr Koliakin

2) Kanan Nabar

3) Shell

4) Book recommendation: Personalized: Customer Strategy in the Age of AI

5) Book recommendation: Strengths Based Parenting

Read more about their Exchange solution as a growth channel for loyalty programs here.

Canada is very well known for its coalition loyalty programs and proprietary programs that expand earn and redemption opportunities through strong partnerships. RMG Loyalty, nearing its 25th year, specializes in small business loyalty solutions and manages partnerships that link SMBs to major rewards programs. Specifically, they have managed SMB programs for the AIR MILES rewards program and More Rewards, which has extended the earning opportunities for members of these programs.

Kate Booth is the President of RMG Loyalty and she has been instrumental in creating successful customer programs, consumer and small business, for RMG Loyalty’s clients. We will get her perspective on the value of B2B/SMB loyalty programs and how consumer programs can benefit from an integrated strategy that considers both consumers and small business owners.

Hosted by Aaron Dauphinee

Show notes:

1) Kate Booth

2) RMG Loyalty

3) AIR MILES rewards program

4) More Rewards

5) Book recommendations: The Science of Scaling

Today's interview features insights from MSET, a UAE based digital solution company that is helping brands build smarter and more meaningful loyalty experiences, with an amazing client list in FMCG (fast-moving consumer goods) and telecommunications.

We're joined by Co-Founder Suky Bal, and Lead Campaign Manager Rajesh Srimalani, who enjoyed a great conversation in person in our studio with host Lisa Brightwell.

With SO much opportunity for innovation in the fast-moving consumer goods sector in particular, MSET shares some incredible insights from their global clients.

Together, they share the story behind MSET as an ambitious loyalty marketing platform, and explore how they've developed innovative concepts in partnership with their clients that are driving growth and success worldwide.

They also explored the challenges of managing loyalty in the telecommunications sector, and how applying psychological drivers helps deepen engagement and strengthen loyalty at every step of the journey - no matter what industry you're in.

Enjoy!

Hosted by Lisa Brightwell.

Show notes:

1) Suky Bal

2) Rajesh Srimalani

3) MSET

4) Book Recommendation: Predictably Irrational

5) Book Recommendation: Outliers

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

In its 3rd year, the Australian Loyalty Insights Report reveals three main themes. This report is brought to the loyalty industry by The Australian Loyalty Association and the Association's CEO, Sarah Richardson unveils the insights to us in this podcast.

The top three themes revolve around The AI revolution, cost of living crisis and the role loyalty plays to combat this and the need for programme delivery to be seamlessly executed. The report is sponsored by Mastercard and showcases the views of over 3700 Australians surveyed, combined with social listening and trend analysis.

Hosted by Amanda Cromhout

Show Notes :

1) Sarah Richardson

2)The Australian Loyalty Association

3) Australian Loyalty Insights Report

4) Thick Face, Black Heart : Book Recommendation

Read more about their Exchange solution as a growth channel for loyalty programs here.

In this episode of Let’s Talk Loyalty & Loyalty TV we sit down with Kristoffer Windall Juhl , Managing Director and CEO of Tekla, to explore how a digitally-first, Scandinavian brand has built an unwaveringly loyal customer base.

From the meticulous care put into Tekla’s products to creating immersive retail experiences, Kristoffer shares insights on brand-led growth, the power of gifting, and how meaningful interactions drive loyalty without relying on conventional points-based programs. Discover the strategy, storytelling, and patience behind cultivating a brand that resonates across generations and geographies, and hear the story behind the name “Tekla.”

Hosted by Nyeleti Sue-Angel Nkuna

Show Notes

1) Kristoffer Windall Juhl

2) Tekla

3) Acquired Podcast - Podcast Recommendation

4) The Knowledge Project - Podcast Recommendation

Tune into Let’s Talk Loyalty and Loyalty TV to hear from Sid Krishna, Vice President of Carnival Cruise Line, on how Carnival is elevating the customer experience as a key party of earning customer loyalty through fleet innovations, exclusive island enhancements and a reimagined loyalty program launching in 2026, Carnival Rewards.

Sid shares how new and upgraded ships, destination developments like Celebration Key, and a simplified, more engaging loyalty program structure are designed to build trust and emotional connection with guests. Sid also provides insights and reflections on the strong early customer response to Carnival Rewards and how Carnival heard and addressed this feedback in a trusting and respectful fashion as a part of how Carnival is leading the industry in customer experience, trust, and loyalty.

Hosted by Bridget Blaise-Shamai

Show Notes:-

1) Sid Krishna

2)Carnival Cruise Line

3) Book recommendation: Bring the Noise: The Jürgen Klopp Story

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish

Hoy en Let’s Talk Loyalty en español converso con Max Everett, Director de Lealtad en Enterprise Mobility. Desmenuzamos Enterprise Plus, la estrategia de lealtad de la marca, su relación con Emerald Club y Emerald Aisle, y cómo juntos crean valor real para el viajero. Hablamos del rol del loyalty en la estrategia de la empresa, sus líneas de negocio y su posición de liderazgo en EE. UU.

También abordamos métricas clave y cómo aprenden del cliente para mejorar la experiencia. Un episodio con ideas accionables sobre cultura, datos y experiencias que construyen lealtad.

Hosted by Alex Saul

Show Notes:

1) Max Everett

2) Enterprise Mobility

3) Book recommendation: Leaders eat last de Simón Sinek.

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Paula Thomas here - proud Founder and CEO of Let's Talk Loyalty and Loyalty TV.... with my final ever episode for you as a host of our show.

It's been an incredible experience to interview so many incredible guests and loyalty leaders but now it's time for me to let our amazing global panel of hosts take over.

I hope you enjoy listening (or watching) as I exit from behind the microphone to focus on growing our business.

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Paula Thomas here today, hosting perhaps the most special and significant episode of our show for me personally - and I can't imagine a more perfect guest and topic today than the Silver Jubilee of the Emirates Skywards programme - the very programme that inspired my career in loyalty 25 years ago!

To celebrate this incredible milestone, we’ve recorded a VERY special episode which we shot on location for the first time ever.

For those of you watching on Loyalty TV, you will see that I’m sitting in Emirates Group Headquarters in Dubai with the busy runway behind me, and I’m joined in person by Dr Nejib Ben Kheder, Head of Emirates Skywards, who will share some of their strategies and successes over the last 25 years as well as what lies ahead for this iconic programme.

It's also my final episode as a host of our show!

Six years after I launched "Let's Talk Loyalty", it’s time today for me to hang up my microphone and leave the hosting side of Let's Talk Loyalty and Loyalty TV to our amazing global panel of loyalty marketing professionals.

I hope you enjoy my final show as a host, but don’t worry, I’m still here producing the show and leading the business to bring you even more loyalty marketing insights in both audio and video format in the months and years ahead.

Now, on with today’s interview with Dr Nejib Ben Kheder from Emirates Skywards.

Show notes:

1) Emirates

2) Emirates Skywards

3) Dr Nejib Ben Kheder

4) Book Recommendation: Blue Ocean Strategy

5) Book Recommendation: Extreme Ownership

6) Book Recommendation: From Strength to Strength

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Paula Thomas here and I am thrilled to be back today interviewing the ACCOR Group – a brand that is joining us today for their fifth interview on the show.

And in fact, ACCOR is the most frequent brand we’ve interviewed on our show, given the incredibly generous insights we’ve had over the years directly from Mehdi Hemici, the Chief Loyalty and eCommerce officer of ACCOR.

Mehdi joins me again today along with Emilie Couton, the CEO of ACCOR Plus, the subscription product from the ACCOR Group, which you’ll hear today is going from strength to strength!

Today is also my penultimate episode as a host of our show.

I’m hanging up my microphone after six years of conducting interviews to allow our global panel of hosts to continue creating remarkable content for you.

It will also allow me time to focus on growing our business, and I’ll be doing from behind the scenes.

Exciting times ahead!

I hope you enjoy my interview today with Mehdi Hemici and Emilie Couton from the ACCOR Group.

Show Notes :

1) Mehdi Hemici

2) Emilie Couton

3) ACCOR.

4) ACCOR Plus

5) Book recommendation(Mehdi): Unreasonable Hospitality

6) Book recommendation(Emilie): The Thin Book of Trust

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.

Join us as we chat with Mel Grafton, Head of Digital and CRM at SHEIKE about launching SHEIKE Society , the brand’s first-ever loyalty program.

Discover how putting the customer first, creating memorable experiences, and fostering a strong community can transform loyalty in retail.

Mel shares insights from her 20-year journey across fashion, beauty, and e-commerce, and how determination and collaboration made Chic Society a reality in just 9 months.

Hosted by Carly Neubauer

Show Notes:

1) Mel Grafton

2) SHEIKE

3) SHEIKE Society

4) Book recommendation: The Five Dysfunctions of a Team

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

It’s Paula Thomas hosting today and I’m delighted to be chatting with Nyeleti Sue-Angel Nkuna, a customer loyalty strategist with a proven record helping blue-chip global brands forge deeper connections with their customers.

Nyeleti is originally from South Africa and she's now based in Copenhagen.

In today’s episode, we are announcing Nyeleti as our latest HOST of LTL and LTV.

Throughout our conversation, she shares her professional background and how she fell in love with loyalty, as well as some of the extraordinary guests she has coming up for us, particularly focused on Scandinavia.

I hope you enjoy today’s conversation with Nyeleti Sue-Angel Nkuna.

Show notes:

1) Nyeleti Sue-Angel Nkuna

2) Book Recommendation: Mindset: The New Psychology of Success

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.

This episode was recorded in 2024 and features one of the few brands we’ve had on the show for a third time.

BILT Rewards is the first ever loyalty program that rewards people for simply paying their rent and spending locally in their neighbourhood, no matter where they live.

BILT Members can earn points and access exclusive benefits on rent payments, and now also at local restaurants, pharmacies, fitness studios and other merchants, and it is ranked the highest-value point currency by top consumer loyalty publications.

As a company, *BILT Rewards has raised several rounds of funding, valuing the company most recently at $3.25 BN.

Our guest, Dave Canty, is SVP and Head of Loyalty for BILT Rewards, someone with truly impressive loyalty credentials in brands including Jetblue and IHG.

I hope you enjoy our conversation.

Note* Bilt has fully evolved into a housing and neighborhood commerce platform, with its most recent valuation close to $11 billion.

Show Notes:

1) Dave Canty

2) BILT Rewards

3) LTL #135: Loyalty Industry Innovation – RENT Should Be Rewarding

4) LTL #261: Building Bilt Rewards from Strength to Strength

Read more about their Exchange solution as a growth channel for loyalty programs here.

Join Monika Sharma and Juber Shaikh from the Lalit Suri Hospitality Group, one of India’s leading luxury hotel brands.

Discover how they’ve built a strong brand, the history of loyalty within the group, and how their loyalty programme is designed to truly reflect the luxury experience—creating a programme with a difference.

Hosted by Paula Thomas

Show notes:

1) Lalit Suri Hospitality Group

2) The LaLit Loyalty

3) Juber Shaikh

4) Monika Sharma

5) Book recommendation: Thinking Out Loud - Keeping Nothing Behind

6) Book recommendation: Grand Central Publishing Delivering Happiness: A Path to Profits, Passion and Purpose

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV.

Join us for a special live recording of Let's Talk Loyalty and Loyalty TV, captured on stage at the International Loyalty Leaders Summit!

In this episode, our wonderful hosts Amanda Cromhout and Carly Neubauer reflect on 10 standout episodes from the past two years, sharing insights, highlights, and lessons learned from some of the most inspiring leaders in loyalty. This is a celebration of connection, storytelling, and the power of loyalty in action—live and unfiltered!

Show Notes:

1) Amanda Cromhout

2) Carly Neubauer

3) Truth Loyalty

4) Elevate Loyalty

5) OneTapGroup

6) Amanda's Episodes

7) Carly's Episodes

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV.

MAXOL is Ireland's leading, family-owned forecourt and convenience retailer. It was founded in 1920 by William McMullan and operates over 250 service stations across Ireland, offering fuel, convenience items, and food through its proprietary ROSA coffee and Maxol Deli brands.

Maxol introduced a new mobile loyalty app in 2022 that integrates a digital loyalty program FuelPay, a carbon offset program, and loyalty offers centered on ROSA coffee and its car wash business.

This interview with Brian Donaldson, CEO Maxol Group looks deeply into the strategic vision for customer loyalty held by MAXOL and will give you an insider’s view of why customer loyalty is important to the C-Suite.

Hosted by Bill Hanifin

Show Notes:

1)Brian Donaldson

2) MAXOL

3) Paddy Mayne: Lt Col Blair 'Paddy' Mayne

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV.

Join us with Dustyn Smith and Luke Cann, founders of HEMOdata, as they share how organizations can turn fragmented data into actionable insights. Learn about purposeful data collection, breaking silos, AI done right, and building loyalty programs that truly engage customers.

Hosted by Lisa Brightwell

Show Notes:

1) Dustyn Smith

2) Luke Cann

3) HEMOdata

4) Book Recommendation: The ONE Thing

5) Book Recommendation: Business Stripped Bare

Read more about their Exchange solution as a growth channel for loyalty programs here.

To mark the 25th PAYBACK anniversary, we are delighted to show you once again our interview with Berni Brugger, CEO of the PAYBACK Group.

This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV.

PAYBACK is an award-winning customer loyalty program which began in German twenty-five years ago, and now operates in multiple countries worldwide.

The business is part of the American Express Group and it also operates as a multi-channel marketing platform and TECH company.

When it comes to coalition loyalty, the PAYBACK programme is undoubtedly one of the best in the world.

Today, the program boasts over 700 partners, 35 million customers and 16 million app users. The new major partners Edeka, Netto and Sparkassen have now successfully become partners. I hope you enjoy my conversation with Bernhard Brugger from PAYBACK.

Hosted by Paula Thomas

Show notes:

1) Berni Brugger

2) PAYBACK Group

3) Edeka

4) Netto

5) Marktkauf

6) Watch the full video interview at www.Loyalty.TV

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is also available in video format on www.Loyalty.TV and on our Youtube channel.

In today's episode Mariana Fonseca Medina shares how Walmart Mexico & Central America builds customer loyalty through everyday low prices, the right assortment, convenience, and deep customer insights—without traditional points programs. Learn how omnichannel shopping, financial services, telco solutions, health offerings, and AI-driven CRM create trust, relevance, and habitual engagement with customers.

Hosted by Bridget Blaise-Shamai

Show Notes:

1) Mariana Fonseca Medina

2) Walmart Mexico

3) Walmart Pass

4) Think Again

5) Mindset

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish and this episode was recorded live.

Bienvenidos al panel de Customer Loyalty. Hoy queremos elevar la conversación: la lealtad no es puntos, cupones ni cashback; es una ciencia y un arte con metodología que genera conocimiento del cliente y rentabilidad. Debatiremos la tesis: la lealtad de las marcas a sus clientes no es un tema de marketing; es un factor fundamental de generación de EBITDA. Comúnmente las empresas confunden los programas de lealtad como generadores de costos y gastos y pocas veces tienen la visión de que pueden ser una fuente de ingresos incrementales para el negocio. Para llegar a este conocimiento, es necesario desmitificar varios preceptos incorrectos que existen en esta materia. Se requiere tener una estrategia clara para que el diseño del programa cumpla con la encomienda de ser un centro de ingresos y no de costo.

Nos acompañan tres expertos que han diseñado, implementado y operado programas de lealtad reales: Fernando Jiménez, Carlos SanRomán y Raziel Rocha. Vamos a explorar variables financieras, gestión eficiente del pasivo, gamificación, efecto “loyalty currency”, redención y cómo llevar un programa al siguiente nivel, entre otros temas.

Hosted by Alex Saul.

Show Notes:

1) Fernando Jimenez

2) Carlos SanRomán

3) Raziel Rocha

4) The Business of Expertise – David C Baker

5) Carlos SanRomán: Loyalty Programs Currency Effect – Evert De Boer / Xiao Yao Chin

6) Freedom from the Known– J. Krishnamurti

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is also available in video format on www.Loyalty.TV and on our Youtube channel.

South Africa is home to one of the world’s most mature and competitive loyalty markets, particularly in retail banking. In this episode, Dharmesh Bhana, Executive of Loyalty & Rewards at Nedbank shares the 20-year evolution of the Greenbacks programme,its transformation into a bank-wide loyalty initiative, and how it has been performing since its latest re-launch early last year.

Hosted by Amanda Cromhout

Show Notes:

1) Dharmesh Bhana

2) Nedbank

3) Greenbacks programme

4) The Remarkable Rocket

5)#120: Innovative Ideas Driving Banking Loyalty in South Africa

Loyalty Methods was last on our show almost two years in late 2023, when they described themselves as “Loyalty’s Best Kept Secret” .

Right now, they are successfully powering some of the industry’s MOST engaged loyalty programs including 7-Eleven’s 7 Rewards, MGM Resorts & Casinos, Western Union, BP USA and Speedway, among others.

Chris Sandstrom, Vice President of Sales and Marketing at Loyalty Methods, and CEO and CTO Emil Sarkissian, join us to share some of their unique strategies which have allowed them achieve this incredible client list.

They also share their outlook on AI and some exciting insights on what the future holds for Loyalty Methods now that "their moment has come".

This episode is sponsored by Loyalty Methods.

Show notes:

1) Loyalty Methods

2) Emil Sarkissian

3) Chris Sandstrom

4) First, Break All the Rules (Book)

5) Winning (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is also available in video format on www.Loyalty.TV and on our Youtube channel.

Jitendra Jain is VP PRISMA EMEA for Marriott Bonvoy.

PRISMA stands for Partnerships, Revenue Operations, Insights, Strategy Marriott Bonvoy & Analytics.

Marriott Bonvoy is the largest hospitality loyalty brand in the world with 248 million members. Two out of three stays are loyalty members at Marriotthotels worldwide. Marriott Bonvoy has an impressive ecosystem of partnerships, as well as a rational-based customer value proposition, coupled with tying emotional loyalty into members’ lives through its Moments platform.

Hosted by Amanda Cromhout

Show Notes:

1) Jitendra Jain

2) Marriott Bonvoy

3) Co- Intelligence

This republished episode features the SAS Group, the Swedish airline holding company originally formed in 1946 after the merger of the three Scandinavian flag carriers serving Sweden, Denmark and Norway.

It is now Scandinavia’s leading airline, offering the most departures to, from and within Scandinavia.

Like many airlines, the SAS Group has made significant changes to its corporate structure over the years and particularly this year to its global alliance strategy.

SAS was one of the original founding members of the Star Alliance in 1997 which it left on 31 August 2024 and it then joined Skyteam the very next day on September 1st 2024! It’s an incredible story.

Joining us to share some insights on their loyalty program and some recent award-winning loyalty-led campaigns is Olivia Wasniewski, who is the Head of the EuroBonus Program operated by SAS.

Show notes:

1) Olivia Wasniewski

2) SAS Group

3) SAS EuroBonus

4) Watch the full video interview for free

Read more about their Exchange solution as a growth channel for loyalty programs here.

In this episode Charlie Hills is delighted to interview Chris Frost, the Senior Product Manager for Customer Experience & Loyalty for Travelex.

Chris is a Senior Product Manager specialising in customer experience, personalisation, and loyalty at Travelex, where he leads the development of martech and CRM platforms to unlock customer data and drive long-term value. With a career spanning customer engagement, personalisation, and product innovation, he helps global brands turn data into impactful, loyalty-building experiences.

Today we’ll be learning about his favourite books, all about the new Travelex Plus programme and his unique insights from a Product Manager’s point of view on how to launch programmes.

Hosted by Charlie Hills

Show Notes:

1) Chris Frost

2) Travelex

3) Travelex Plus

4) Inspired by Marty Kagan

5) Radical Focus

Read more about their Exchange solution as a growth channel for loyalty programs here.

In this episode of Let’s Talk Loyalty and Loyalty TV, Carly Neubauer speaks with Claudia van de Tonnekreek, Head of the relaunched IGA Rewards program at Metcash.

With over a decade of experience leading the American Express rewards program, Claudia brings deep expertise in creating customer-centric loyalty strategies. She shares how IGA is focusing on targeted offers and cashback rewards while ensuring customers feel seen, heard, and understood.

From her early inspiration with cereal box promotions to today’s challenge of delivering value without overwhelming customers, Claudia discusses the importance of curiosity, authenticity, and human connection in loyalty marketing.

Hosted by Carly Neubauer

Show Notes:

1) Claudia van de Tonnekreek

2) MetCash

3) IGA Rewards

4) Eleven Rings

In this episode Charlie is delighted to welcome Andy Chalcroft, the Vice President, Head of North America Co-brand and Global Center of Excellence for VISA. Andy leads the co-brand program development across US and Canada, and supports globally.

He helps in market, regional and global teams deliver world leading co-brands and partnerships for Visa clients, focusing on every aspect from new business development to existing portfolio enhancement. Andy brings a deep experience of Co-brand, Cards, Loyalty, and banking having led the Visa Co-brand partnership development function in the Asia Pacific region before relocating to the North America.

Today we’ll be learning about his favourite books, the secrets behind co-branded cards, all about VISA and loyalty programs that actually work, and how to engage Gen Z.

Hosted by Charlie Hills

Show Notes :

1) Andy Chalcroft

2) VISA

3) European Loyalty Whitepaper

4) Mando-Connect

5) A Brief History of Time by Stephen Hawking (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish.

En el nuevo episodio de Let’s Talk Loyalty en Español conversé con María Romero Panizo, de MeliáRewards (Hoteles Meliá). Hablamos de cómo está diseñado el programa, cómo se opera en la red global de hoteles, y del rol de la data y del apoyo C-level para convertir la lealtad en una verdadera palanca de negocio. En este episodio:

· La estructura de MeliáRewards y sus pilares.

· Cómo escalar la operación del programa a nivel mundial sin perder cercanía con el huésped.

· La data como base para personalizar, medir y decidir.

· Por qué el patrocinio del C-suite puede marcar la diferencia entre “un programa más” y una estrategia de crecimiento.

Hosted by Alex Saul

Show Notes:

1) María Romero Panizo

2) MeliáRewards

3) Start with Why . Simon Sinek

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

In today's episode Aaron Dauphinee, from the Wise Marketer Group speaks with Lisa Copeland who is the VP of Loyalty and Customer Engagement for Amtrak.

Amtrak is the national passenger railroad company for the United States with more than 32 million passengers stepping aboard Amtrak’s trains in 2024 and the rail line also sees 87K rides on 300+ trains daily.

Prior to Lisa's career she held a balance of Customer Engagement and Brand roles at powerhouse brands such as Lowe's, Hilton and Pandora. This has her bringing forward a set of changes at Amtrak that will properly see Brand Marketing and Customer Loyalty delivered in unison to provide their customers with experiences, benefits and rewards, and product innovation (i.e. new train design and features) to create a viable alternative to air and car travel. It's a conversation about delivering big "L" loyalty that you will not want to miss.

Show Notes:

1) Lisa Copeland

2) Amtrak

3) The Wise Marketer™

4) Unreasonable Hospitality - AudioBook

5) Unreasonable Hospitality - Book

Read more about their Exchange solution as a growth channel for loyalty programs here.

Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons.

Our guest Joy Das Gupta has built an incredible career in loyalty, spending over thirteen years shaping many of the most exciting and innovative propositions at Starbucks in the US market.

Now an independent loyalty consultant, Joy works with clients such as Brooks Running and has previously supported global brands including Coca-Cola, Stanley Black & Decker, Cisco Systems, and Samsung during his time at Merkle.

In this episode, Joy shares valuable insights along with common pitfalls that loyalty professionals should watch out for, making this conversation as relevant today as ever.

Listen to enjoy our conversation with Joy Das Gupta from Das Gupta Consulting LLC.

Show Notes:

1) Joy Das Gupta

2) Watch the full interview at www.Loyalty.TV

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Recognised as the most decorated loyalty brand in global awards, Myer One has been on an extraordinary journey of transformation since 2019.

In this episode, Rob Pope, GM Customer at Myer, reveals how the program has evolved into the ‘beating heart’ and ‘engine room’ of Australia’s second-largest apparel retailer. With data as the driving force, Myer One has crafted a powerful, customer-first success story.

Hosted by Amanda Cromhout.

Show Notes:

1) Myer One

2) Intrapreneuring (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Hosted by Paula Thomas, today's episode features the announcement of guest host Lisa Brightwell – the Founder and Managing Director of Bright Insights Consulting - a boutique loyalty consultancy firm based in the UAE.

Bright Insights is a renowned consulting firm who are designing, building and running loyalty programs for some of the best known and most respected brands in this region.

In today’s episode, you’ll hear the extraordinary expertise that Lisa will be sharing with you each month, including her own insights, insights from her guests and her extended team of industry experts.

Please enjoy today’s conversation with Lisa Brightwell from Bright Insights Consulting.

Show notes:

1) Lisa Brightwell

2) Bright Insights Consulting

3) The Monk Who Sold His Ferrari

Read more about their Exchange solution as a growth channel for loyalty programs here.

In this heartfelt episode, we welcome Jacqui Solly, Loyalty Manager at Australian Red Cross Lifeblood, to explore a truly unique loyalty program that goes beyond points and rewards. Jackie shares how simple acts of giving blood translate into hundreds of thousands of lives saved, alongside personal stories that reveal the deep emotional impact behind every donation.

We discuss how Lifeblood balances humor, advocacy, and intrinsic motivation to create a compelling donor experience, applying loyalty marketing principles in a life-changing context. Whether you’re a loyalty professional or simply curious about how small actions can create massive impact, this episode will inspire you to see loyalty in a whole new light.

Hosted by Carly Neubauer

Show Notes:

1)Jacqui Solly

2)Australian Red Cross Lifeblood,

3) Start with Why

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode of Let's Talk Loyalty and Loyalty TV is in Spanish.

¿Quieres llevar tu estrategia de lealtad al siguiente nivel? En el episodio más reciente de "Let's Talk Loyalty en Español", contamos con la valiosa perspectiva de Federico Rosas Couret, Consultor Principal en Loyalty & Reward Co. y un experto de primera línea en Customer Loyalty. Federico nos revela cómo diseñar programas de lealtad que ofrezcan mucho más que solo puntos, la receta para lograr un desarrollo exitoso y cómo asegurar un compromiso que impregne cada rincón de tu organización. Además, compartiremos insights sobre la medición del desempeño adaptada a la madurez del programa, y cómo la data y la inteligencia artificial se convierten en tus mayores aliados.

Hosted by Alejandro Gonzalez-Saul

Show Notes:

1) Federico Rosas Couret

2) Loyalty & Reward Co

3) “El Ladrón de Arte” de Michael Finkel

They explore how innovative companies are using AI to drive hyper-personalization, respond to evolving customer expectations, and embed loyalty across the customer journey.

The conversation touches on navigating investment risks, overcoming legacy system challenges, and the rising influence of content creators in an increasingly fragmented marketing landscape.

Case studies and real-world examples highlight how IBM and Salesforce help clients innovate, implement faster, and deliver measurable business value in an increasingly complex and fast-paced digital and AI powered environment.

This episode is sponsored by IBM and Salesforce.

Hosted by Bridget Blaise-Shamai.

Shownotes:

1) Shannon Miller

2) IBM

3) Tom Bockholt

4) Salesforce

5) Book: Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty by Patrick Lencioni

6) Book: Trailblazer: The Power of Business as the Greatest Platform for Change by Marc Benioff

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV

The Wiser Loyalty podcast series is produced in partnership between Let’s Talk Loyalty and The Wise Marketer™. Twice a month, we bring you an interview with a C-level executive who has transformed strategy into practical application to generate business results.

In this episode Bill Hanifin speaks with recognized industry figure Peter Menges, SVP Customer Engagement and Loyalty with Sandals Resorts International. Sandals is a boutique luxury resort,brand that is Caribbean based and global in its appeal.

In this session, you’ll hear Peter’s take on why loyalty is a by product of behavior, how to build and nurture vibrant customer communities and how customer experience is central to maintaining long term customer loyalty.

Show Notes:-

1) Peter Menges

2) Sandals Resorts International

3) The Storyteller: Tales of Life and Music

4) George Marshall: Defender of the Republic

Read more about their Exchange solution as a growth channel for loyalty programs here.

Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons.

In this archived episode, Ben Lipsey — Senior Vice President of Customer Loyalty and President of Flying Blue, the joint loyalty program of Air France, KLM, and Transavia — shares a fascinating look into the evolution of airline loyalty.

Originally recorded at a time when Flying Blue had just surpassed 22 million members, Ben talks through their bold program updates, including new member propositions, pricing changes, and the creation of a dedicated legal structure for Flying Blue. He also reveals their plans to explore a subscription-based loyalty model.

Revisit this conversation for timeless insights on innovation, structure, and strategy in one of Europe’s most dynamic airline loyalty programs.

This episode was published on 11 January 2024

Show Notes:

1)⁠ Ben Lipsey⁠

2) ⁠Air France⁠

3) ⁠KLM⁠⁠

4) ⁠Transavia⁠⁠

5) ⁠⁠Flying Blue⁠⁠

Read more about their Exchange solution as a growth channel for loyalty programs here.

Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons.

As Ford Motor Company celebrates 120 years of innovation, we’re bringing back one of our standout conversations — this time with Beth Leverton, Director of Rewards, Loyalty & CX at the Ford Motor Company.

Originally recorded after the Comarch User Group conference in Poland, this episode dives into what it takes to build customer loyalty for a global giant that operates in over 126 countries.

Beth shares the evolving vision behind Ford’s loyalty strategy — how they’re balancing legacy with future-focused thinking, and what loyalty looks like beyond the dealership floor.

Whether you missed it the first time or are tuning in again, this conversation is packed with insights into customer experience, emotional loyalty, and brand trust at scale.

Hosted by Paula Thomas

Show Notes :-

1) The Ford Motor Company

2) Beth Leverton⁠

3) www.Loyalty TV⁠

Read more about their Exchange solution as a growth channel for loyalty programs here.

]Join us as Heather Garboden, Chief Customer Officer at American Airlines, reveals how the airline is reshaping customer loyalty beyond traditional rewards programs. From enhancing digital tools to elevating premium experiences, Heather shares how data-driven insights and cross-team collaboration are driving initiatives that make travel easier, more personalized, and truly seamless across the OneWorld alliance.

Discover how small operational changes—like improved boarding processes and reduced gate-checked bags—are creating big wins for both customers and the airline. This episode dives into the emotional connection, trust, and reliability that American Airlines fosters to turn everyday travelers into lifelong advocates.

Hosted by Bridget Blaise-Shamai

Show Notes:

1) Heather Garbodin

2) American Airlines

3) Grit: The Power of Passion and Perseverance

4) Moments of Truth

5) AAdvantage from American Airlines - Insight-led Innovation & Industry Leadership

6) AAdvantage - Caring for Loyal Customers through Challenging Times.

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

eBucks Rewards is truly an exceptional programme as you’ll hear so we're delighted to welcome Pieter Woodhatch - CEO of eBucks Rewards in South Africa as today's guest

Owned and operated by First National Bank, it is one of South Africa's leading rewards programmes which has now been rewarding banking customers for 25 years!

Pieter today explains how members can earn eBucks while doing everyday things – like filling up with fuel, buying airtime and shopping in their partner retailers including important categories like pharmacy and grocery shopping - and then they can spend those eBucks on anything from a dream holiday to monthly essentials or the latest gadget.

Please enjoy our conversation with Pieter Woodhatch from eBucks Rewards.

Hosted by Paula Thomas.

Show Notes:

1) Pieter Woodhatch

2) eBucks

3) Rassie: Stories of Life and Rugby

4) #416: South Africa’s FNB eBucks Rewards is the biggest winner at The International Awards

In this episode Bill Hanifin, CEO Wise Marketer Group, speaks with recognized industry figure Deepak Pradhan, Head of Loyalty Program & CRM at ADNOC Distribution.

This conversation will share a vision for the future of convenience and fuel retailing and will surely create “store envy” among many retailers. The state of the art at ADNOC is incredible.

Listen as we dig into how ADNOC is innovating in customer loyalty in this new retail model.

The episode is sponsored by Comarch.

Show Notes:-

1) Deepak Pradhan

2)ADNOC Distribution

Read more about their Exchange solution as a growth channel for loyalty programs here.

Matt Zimmerman, a loyalty professional with years of experience across hospitality, gaming and travel.Matt’sloyalty journey began for with sheer persistence —after two years of consistently calling, they finally secured a role as a Loyalty Analyst at Albertsons (the U.S. equivalent of Woolworths).

From there, the moved into the fast-paced world of Caesars casinos, followed by several loyalty consulting roles that honed their strategic expertise. A move to Australia opened new opportunities, including leading the loyalty program at HotelClub, then joining Menulog during the height of COVID.

Most recently, they transitioned to the product space at Endeavour X, where he designed and launched a new loyalty program, pub+, and app from the ground up.

Hosted by Carly Neubauer

Show notes:

1) Matt Zimmerman

2) pub+

3) Peter Principle

In this episode of the Wiser Loyalty podcast series, Aaron Dauphinee, the CMO of Wise Marketer Group, talks with the VP of Marketing at Cadillac Fairview, Craig Flannagan.

Craig is one a senior marketing executive that has successfully stitched his customer and community marketing savvy across IBM and Microsoft into curating customer experiences at Canada's premier commercial real estate agent that operates some of the countries highest-performing shopping centres.

He shares his perspective on loyalty being immersive of the human element, which begins from creating experiences that draw people into their spaces and then sees them return.

A very progressive conversation on what loyalty looks like in a non-traditional sector (mall loyalty) that is intertwined with one more core (retail loyalty).

This episode is sponsored by Comarch.

Show Notes:

1) Craig Flannagan.

2)Cadillac Fairview

3)Aaron Dauphinee

4) The Power of Moments * (Book)

*In this episode, the guest mistakenly refers to the book by an incorrect title. The correct title is The Power of Moments

We appreciate your understanding and hope you enjoy the conversation.

Read more about their Exchange solution as a growth channel for loyalty programs here.

In this episode, Charlie Hills interviews Dayoán Daumont, Head of Strategy at Ogilvy One, where he leads consumer engagement and loyalty strategy across the entire brand ecosystem for clients such as FIFA, Nestlé, and Michelin. Dayoán blends behavioural insight with creative precision to transform fleeting moments into lasting relationships.

The conversation explores his favourite book and loyalty programmes, key highlights and learnings from the initiatives he has led, and an in-depth look at Ogilvy One’s new loyalty research, The Four Dimensions of Loyalty.

Show Notes:

1) Charlie Hills

2) Dayoán Daumont,

3) Ogilvy One

4) The Four Dimensions of Loyalty

5) Neuromancer

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

In this episode, Bill Hanifin, Managing Editor, The Wise Marketer, speaks with Mitch Walden, Sr. Director Digital Marketing & Loyalty, Scooter’s Coffee. Scooter’s Coffee was founded in Nebraska over 25 years ago and now operates over 800 locations in 29 states in the US.

Mitch is responsible for driving success for digital, loyalty, customer activation and owned social media strategies for Scooter’s coffee. His insights in this conversation will shed light on how this major coffee brand is creating growth and profitability through application of a coordinated digital strategy and a focus on customer loyalty.

Episode is sponsored by Comarch.

Show notes:

1) Mitch Walden

2)Scooter’s Coffee

3) Bill Hanifin

4) The Wise Marketer

5) The Energy Bus (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish.

Hoy nos adentramos en el fascinante mundo del lujo y la lealtad con una invitada excepcional, Esther Subias Hernandez. Exploraremos cómo Puntos Palacio, más allá de ser un programa transaccional, es una estrategia holística que integra experiencias exclusivas, comunidades vibrantes y una profunda personalización basada en la data, elevando la relación con sus clientes a un nivel Totalmente Palacio.

¡Prepárense para descubrir los secretos de la lealtad en el segmento más exclusivo del retail!

Hosted by Alex Saul

Show notes:

1) Esther Subias Hernandez

2) El Palacio de Hierro

3) Pour Your Heart Into It – Howard Schultz

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Udhara De Silva is the Head Loyalty Marketing for Singapore Airlines in Australia, being involved in the successful launch of Kris+ in in November 2023, and growing the Australian KrisFlyer member base to become the largest outside of Singapore and localising the global KrisFlyer programme content to resonate with Australian consumers and anchor the Singapore Airline brand.

Hosted by Carly Neubauer

This episode is sponsored by Comarch

Show Notes:

1) Udhara De Silva

2) Singapore Airlines

3) KrisFlyer

4) Kris+

5) Hidden Potential (Book)

6) Singapore Airlines Launches Kris+ Loyalty Program in Australia -2024 episode

Read more about their Exchange solution as a growth channel for loyalty programs here.

In this episode, Charlie Hills is delighted to interview Madeline Shaw, the Marketing Director of Pets at Home.

Madeline and her team develop and deliver the Pets Club programme for Pets at Home, the UK’s leading pet care business. The company is dedicated to providing the best products, services, and advice to support pet owners throughout their pet care journey.

In this conversation, we’ll learn about Madeline’s favourite books, her career highlights, key learnings from the programmes she’s worked on, and a deep dive into the Pets Club loyalty programme.

Show Notes:

1) Madeline Shaw

2) Pets at Home

3) Pets Club

4) Charlie Hills

5) Black Box Thinking (Book)

Today's episode features Raffael Fappiano Neto, the Product Manager for Loyalty at Azul Airlines.

Founded in 2008, Azul Airlines is now the largest airline in Brazil in terms of number of flights and cities served, and in 2020, they won the award for best airline in the world by TripAdvisor Travellers' Choice.

Raffael is responsible for Airline Products and Loyalty Projects at Azul Airlines, and he joins us today to share some highly innovative and even disruptive ideas - such as the option for members to burn their miles BEFORE they even EARN them!

He also shares insights on their paid program – a subscription product which includes an option to pay a monthly fee and potentially earn tier status even without flying frequently.

I hope you enjoy our conversation and a huge thanks to Comarch for the introduction!

Episode is sponsored by Comarch.

Hosted by Paula Thomas.

Show Notes:

1) Raffael Fappiano Neto

2) Azul Airlines

3) Don't believe in Everything you Feel (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

Today we are re-publishing back one of our most popular episodes as our planned episode has been delayed for technical reasons and ow also available to watch on www.Loyalty.TV and listen on Let's Talk Loyalty

Today’s conversation features Circle K, one of the world’s leading convenience and fuel retail businesses, operating over 14,200 stores in 26 countries.

In this episode, we explore how Circle K launched a cutting-edge global concept powered by gamification, strategic partnerships, and technology – all designed to deliver on their biggest commercial goal: driving both loyal and new customers into store.

We also highlight a major accolade: Circle K Norway was named the 2023 NACS European Technology of the Year, a testament to their industry leadership.

And with many of Circle K’s senior marketers based in my hometown of Dublin, it was a pleasure to speak with MJ Tierney, Head of European Marketing at Circle K.

Tune in to hear how innovation and loyalty go hand in hand at Circle K.

This episode was recorded and previously released in 2023.

Hosted by Paula Thomas.

Show Notes:

1) Circle K

2) MJ Tierney

3)2023 NACS European Technology of the Year

3) Inner Circle Rewards Program

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

In this episode Charlie Hills interviews Pablo Sardina, the Global Loyalty Senior Product Manager for Decathlon Membership. Pablo is a Growth and CX Expert in Sports Retail, focused on loyalty and relational models.

He has spent the last 7 years dedicated to drive digital products business value by delivering the optimal marketing strategy, including customer insights gathering, go to market strategies and campaigns and activations planning.

Today we will be learning about his favourite books, highlights and key learnings from the programmes he has worked on and all about Decathlon membership.

Hosted by Charlie Hills

Show Notes :

1) Pablo Sardiña

2) Decathlon Membership

3) European Loyalty Whitepaper

4) Mando - Connect

5) The Lean Start Up (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

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 is hosted by Amanda Cromhout, featuring a special guest – our very own Paula Thomas.

In this conversation, Paula shares the inspiring origin story of Let’s Talk Loyalty – from spotting a gap in the market to launching the industry’s first podcast dedicated to loyalty, and eventually expanding into Loyalty TV.

Now over five years old, Let’s Talk Loyalty has evolved into a powerful voice in the B2B space. Paula reflects on the journey so far and how, with its impressive reach and engagement, the show continues to outperform typical industry benchmarks.

Naturally, the conversation also touches on a proud recent milestone: Paula’s recognition as the International Loyalty Personality of the Year 2025 – a moment of celebration for both her and the entire team behind the scenes.

Show Notes :

1) Amanda Cromhout

2) Paula Thomas

3) Let’s Talk Loyalty

4) Loyalty TV

5) Wishes Fulfilled by Dr. Wayne Dyer

Today we welcome a new guest host – Joanna Witsch - who has been on the show a few times as one of our expert guests.

Joanna Witsch is hosting today's episode which features one of Comarch’s most loyal clients - Emirates National Oil Company (ENOC).

Her guest is Suryaveer Singh who is the Head of Loyalty CRM and Data at ENOC (more often simply known as Suri).

Suri was previously on the show in 2021 and since then the YES Rewards programme has grown dramatically.

This UAE-based fuel-led loyalty programme now has over a million members and includes a co-branded credit card, a subscription tier and also a consumer travel proposition, effectively evolving in to a comprehensive lifestyle programme.

Please enjoy this conversation between Joanna Witsch from Comarch and Suri Singh from ENOC.

This episode is sponsored by Comarch.

Show Notes:

1) Suryaveer Singh

2) Joanna Witsch

3) YES Rewards

4) Emirates National Oil Company

5) Comarch

6) The Psychology of Money (Book)

7) Yes Rewards from ENOC - Fuel, Food & Convenience Loyalty in UAE - 2021 Episode

Read more about their Exchange solution as a growth channel for loyalty programs here.

Hadie Perkas is an inspiring entrepreneur with a career starting in recruitment, before founding The Gift Club & The European Loyalty Association. Hadie is known for her business drive, while identifying gaps in the market.

The communities she builds empowers businesses to build connections lasting relationships. The latest exciting news from the ELA is the launch of the Jobs Board, matching experienced loyalty professionals with job opportunities in the industry.

Hosted by Carly Neubauer

Show Notes:-

1) Hadie Perkas

2) The Gift Club

3) The European Loyalty Association.

4) Jobs Board

5) Atomic Habits (Book)

6) Cold: ExtremeAdventures at the Lowest Temperature on Earth (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

In the latest Wiser Loyalty podcast, Aaron Dauphinee of the Wise Marketer Group, speaks with industry loyalty operations expert, Nadine Rubin. Nadine shares her thoughts on the characteristics and skills needed to be successful in loyalty operations after a 25+ year career in the industry.

She also shares her vast experience, in particular while launching the Shoppers Drug Mart Optimum program in Canada as an alternative to coalition loyalty models that were dominating the market. Nadine does a compare and contrast of then versus now in loyalty and outlines some successes and wins: ensuring the immediacy of rewarding members, establishing program ambassadorship, testing with employees, etc.

Nadine closes by providing some thoughts and advice to a younger version of herself working in the 'loyalty industry'. This conversation is chalked full of insights and learning from someone that specializes in the unique area of Loyalty Operations.

Show Notes:

1) Nadine Rubin

2) Aaron Dauphinee

3) Wise Marketer Group

4) Drug Mart Optimum

5) The Invitation by Oriah (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

Today's episode of Let's Talk Loyalty & Loyalty TV is in Spanish.

Descubre las estrategias de lealtad que están marcando la pauta en el sector viajes online en nuestro nuevo episodio de Let's Talk Loyalty/

Recibimos a Alex Sánchez, líder del programa Pasaporte de Despegar y con una valiosa trayectoria en Club Premier. Alex nos comparte cómo Despegar fideliza a sus usuarios a través de beneficiostangibles como la acumulación de puntos y su innovadora tarjeta Invex.

En esta conversación, exploraremos cómo se pueden crear tiers de forma estructurada y alineada a los objetivos, además de la clave para combinar transacciones y experiencias en un programa de lealtad exitoso. ¡No te pierdas los insights de un experto! Escúchalo ahora.

Hosted by Alex Saul.

Show Notes:-

1)Alex Sánchez

2) Despegar

3)From Eternity to Here: The Quest for the Ultimate Theory of Time (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

I’m delighted to be today meeting with another Fortune 500 brand as we meet with Bank of America, one the world's largest banks.

According to its latest annual report, Bank of America now serves approximately 69 million consumer and small business clients, and surpassed $100 billion in revenue in 2024, with net income in excess of $27 BILLION.

As part of the bank’s celebrations for the ten year anniversary of its Preferred Rewards program, I am joined today by Shikha Narula, the Managing Director, Head of Consumer & Small Business Product Strategy, Transformation and Rewards at Bank of America.

Shikha shares some of their key achievements including a membership base of over 11 million members, a 99% retention rate, and some of their flagship partnerships such as their coffee / cash-back program with Starbucks in the US market.

Shikha also shares how their award-winning Preferred Rewards program really differs from other programs in the financial services industry.

Please enjoy our conversation.

Show Notes:

1) Shikha Narula

2) Bank of America

3) Bank of America Preferred Rewards® program

4) Coffee, meet Cash Back - Bank of America Promotion | Starbucks Rewards

5) Smart Brevity: The Power of Saying More with Less (Book)

Don shares his expertise around optimising some of the common KPI’s for loyalty professionals, the importance of the “mental mantle” of loyalty, as well as some of the big nuggets he learned from the recent Capillary Captivate Conference in Mumbai.

As one of the loyalty industry’s most respected brands, I’m thrilled to bring you some of Brierley’s unique frameworks and perspectives that can help us all build better programs. We also discuss Capillary's most recent news as they acquire Kognitiv Corporation, to enhance both their client portfolio and their position in the US market.

Please enjoy our conversation.

This episode is sponsored by Capillary Technologies.

Show notes:

1) Don Smith

2) Brierley

3) Capillary Captivate Conference

4) An Economic Theory of Democracy (Book)

This episode celebrates Comarch which has become our new title sponsor for Loyalty TV, and we are thrilled to announce this as our biggest partnership so far of 2025.

Sponsoring Loyalty TV is how Comarch is showcasing its ambition to be recognised worldwide as the go-to partner for loyalty professionals.

In today’s episode, Paula Thomas is joined in studio by Marlena Polrola and Joanna Witsch, both based here in Dubai with Comarch’s Middle East team.

Marlena and Joanna will share why you should be following, learning from and talking to Comarch throughout your loyalty journey, including some real examples of the scale and success of their loyalty projects worldwide over more than 30 years so far.

Episode sponsored by Comarch.

Show Notes :

1) Marlena Polrola

2) Joanna Witsch

3) Comarch

4) The Five Types of Wealth by Sahil Bloom (Book)

5) Loyalty Program and the Currency Effect : A Comprehensive Guide to Realizing the Power of Points (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

I’m thrilled to be announcing a new member of the Let's Talk Loyalty family as we continue to grow our network of guest hosts around the world.

Today’s announcement is incredibly exciting as we’re being joined by someone who has led one of the biggest airline loyalty programs in the United States.

Bridget Blaise-Shamai is most notably a former President of the American Airlines Advantage Program, the award winning travel rewards program of American Airlines, which of course includes leadership responsibility for the entire proposition and partnerships portfolio, where she led a team of over 700 professionals to deliver that world-class program.

Bridget has also worked at V. Group, a leading global shipping services firm, as well as serving as an advisory board member to several loyalty and payments start-ups.

She is also a guest speaker at Universities on how to affect consumer preference, loyalty/digital marketing and data analytics.

Today Bridget is bringing more than 25 years expertise in loyalty and leadership roles to Let’s Talk Loyalty and Loyalty TV, where she will be hosting monthly episodes featuring guests from various lifestyle programs and industries across the United States.

Please enjoy our conversation.

Show Notes:

1) Bridget Blaise-Shamai

2) The Pillars of The Earth -Ken Follett (Book)

3) Give and Take: Why Helping Others Drive Our Success (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

For a masterclass in gamification, you can enjoy Yu-Kai Chou’s down to earth interview with Amanda Cromhout about gamification and his Octalysis Framework. He is the Founding Partner of The Octalysis Group and the creator of The Octalysis Framework which has been translated into 16 different languages, serving not only the commercial work but also academia.

This interview highlights the impact gamification can have on customer engagement and the commercial results it drives in loyalty programmes. Yu-Kai Chou leaves us with three case studies of Porsche, Latam Airlines and La Quinta hotel group, all of which boast positive results worth taking note of.

Show Notes

1) Yu-Kai Chou

2)Amanda Cromhout

3)The Octalysis Group

4) Actionable Gamification by Yu-Kai Chou (Book)

5) 10,000 Hours of Play by Yu-Kai Chou (Book)

6) Thinking Fast and Slow by Daniel Kahneman (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish.

¿Te has preguntado cómo las grandes marcas de retail están revolucionando su estrategia de marketing y monetización?

En este episodio de Let's Talk Loyalty en español, exploramos el fascinante mundo del Retail Media de la mano de un experto de primer nivel: Juan Restrepo, líder de la estrategia de Retail Media para OXXO.

Con una trayectoria que incluye roles clave en Google y Falabella, Juan nos desvela la estrecha y poderosa relación entre el Retail Media y los programas de lealtad.

Descubre cómo la data de lealtad impulsa campañas efectivas, las claves para monetizar tu programa y las últimas tendencias que están transformando el panorama. ¡No te pierdas esta conversación llena de insights estratégicos!

Hosted by Alex Saul

Show Notes

1) Juan Restrepo

2) OXXO

3) Died with Zero - Bill Perkins

Read more about their Exchange solution as a growth channel for loyalty programs here.

Carly Neubauer, Managing Director of Elevate Loyalty and OneTap Group, introduces two leading strategists from Mando Connect—Charlie Hills and James Davies. Together, they bring a wealth of experience in loyalty strategy and analytics, shedding light on their collaborative work in the loyalty space.

Charlie Hills is the Chief Strategy Officer and Co-Founder of Mando-Connect, WPP’s specialist agency for partnerships, loyalty, promotions, and rewards. As a passionate advocate for loyalty, she co-hosts Let’s Talk Loyalty, authors multiple white papers on loyalty and promotions, and serves as an Editor at Large for the Wise Marketer.

James Davies, Senior Strategist and Analyst, specializes in loyalty and reward analytics, partnerships strategy, and consumer insight. With his expertise, he works alongside Charlie to produce cutting-edge research, including the third edition of the “Understanding Loyalty in Europe” white paper. This white paper explores membership, appeal, and impact across 24 European markets, marking a leading study in the field of loyalty.

Show notes:

1) Charlie Hills

2) James Davies

3) Mando-Connect

4) YouGov

5) Understanding Loyalty in Europe 3.0 - Whitepaper

6) Knowledge is Beautiful - Book

7) Zero to One Notes on Start Ups, or How to Build the Future by Peter Thiel - Book

****************************

This episode is sponsored by Phaedon.

Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

Read more about their Exchange solution as a growth channel for loyalty programs here.

Martina Lipp is a true expert in the loyalty space with a career spanning some of the most iconic brands. Martina’s impressive track record includes leading customer loyalty and loyalty programs for Disney, Dollar Shave Club, Nespresso, and T-Mobile.

Most notably, Martina is recognized for her groundbreaking work in revamping Disney's international loyalty program, where she spearheaded a strategy that brought together a seamless omni-channel experience. Her efforts in customizing loyalty for fans of Disney, Pixar, Star Wars, and Marvel have set new standards in the industry.

Join us as Martina shares her insights on loyalty design, the power of fan engagement, and how to create lasting connections with customers across multiple touchpoints.

Hosted by Carly Neubauer

Show notes:

1) Martina Lipp

2) Dare to Lead: Brave Work. Tough Conversations. Whole Hearts. (Book)

3) Marketing to Mindstates: The Practical Guide to Applying Behavior Design to Research and Marketing (Book)

4) The Culture Map (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

In this episode Bill speaks with CLMP™ and recognized industry figure, Steve Allmen, EVP, Strategy and Partnerships, Canadian Automobile Association. Steve is guiding marketing efforts for this large membership organization.

His insights in this conversation will shed light on strategies and tactics to grow loyalty and engagement across large member groups and change the way you think about Membership Loyalty.

Hosted by Bill Hanifin.

Show notes:

1) Steve Allmen

2) Canadian Automobile Association

3) Bill Hanifin

4) The Wise Marketer

5) Life: Keith Richards (Book)

****************************

This episode is sponsored by Phaedon.

Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

Read more about their Exchange solution as a growth channel for loyalty programs here.

In this episode Charlie Hills interviews Amanda Cromhout, the CEO and Founder of Truth. Based in South Africa, Truth is a boutique consulting business specialising in customer centricity and customer loyalty programmes. Amanda is also a proud co-host for Let’s Talk Loyalty!

Today we will be learning about her favourite book and loyalty programmes, her background in loyalty and the highlights and key learnings from her new research report on loyalty in South Africa - The Truth and Brand Mapp Loyalty White Paper. It’s the only study of its kind in South Africa which is a renowned mature loyalty market.

Hosted by Charlie Hills.

Show notes:

1) Blind Loyalty Trust

2) Truth Loyalty Whitepaper download

3) Amanda Cromhout Loyalty

4) Follow Amanda Cromhout on Instagram

5)The Wealth Money Can't Buy: The 8 Hidden Habits to Live Your Richest Life

6) Becoming SuperNatural

**********************************************************************************

This episode is sponsored by Phaedon.

Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

Read more about their Exchange solution as a growth channel for loyalty programs here.

In this episode Bill speaks with CLMP™ and recognized industry figure, Steve McClelland, Vice President of Loyalty, WestJet. Steve is guiding the operation of WestJet Rewards, which recently announced significant upgrades to its frequency flyer program.

His insights in this conversation will shed light on strategies and tactics to fuel growth in the travel sector, and to optimize frequent flyer program operations.

Hosted by Bill Hanifin

Show notes:

1) Steve McClelland

2) WestJet

3) WestJet Rewards

4) Bill Hanifin

5) The Wise Marketer

6) Moneyball: The Art of Winning an Unfair Game (Book)

7) Red Notice: A True Story of High Finance, Murder, and One Man's Fight for Justice (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode focuses on Poundland Perks … the new loyalty programme from Poundland in the UK.

With Emma Collins, the Head of Digital Loyalty & Engagement for Poundland.

Today we will be learning about Emma’s favourite loyalty programmes, how Poundland Perks is delivering for customers and the business and all about their plans for the future.

Hosted by Charlie Hills.

Show Notes:

1) Emma Collins

2) Poundland Perks

3) Poundland

4) European Loyalty Whitepaper

5) Mando- Connect

6) YouGov

7) Return on Courage : A Business Playbook for Courageous Change

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This episode is sponsored by Phaedon.

Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

IndiGo operates out of India, which is the world’s 5th biggest economy.

The airline carried over 100m passengers in 2024 and has growth plans for its carrier and frequent flyer programme, BluChip, which launched 5 months ago.

Hosted by Amanda Cromhout

Show notes:

1) Neetan Chopra

2) IndiGo

3) BluChip

4) Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones (Book)

5) Accelerated Digital Transformation: How Established Organizations Can Gain Competitive Advantage in the Digital Age (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

Han Bailey has worked with some of the largest brands and loyalty programs in Australia and the US, including The Star Entertainment Group, David Jones, NewsCorp, Qantas, Global Red, Brierley & Partners, and Coca-Cola.

Now consulting for a range of businesses and mentoring emerging loyalty talent, Han brings a commercial perspective to loyalty and a deep understanding of building programs from the ground up.

Today’s conversation explores her journey—from an unexpected start in loyalty to developing and delivering some of the industry's most well-known programs.

Hosted by Carly Neubauer

Show Notes:

1) Han Bailey

2) Carly Neubauer

3)The Gift: A Survivor’s Journey to Freedom by Edith Eger

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode focuses on Voyage Loyalty … a fascinating loyalty programme for V.Group. It creates a more engaging and valuable employment experience for seafarers, bringing them respect for their hard work and dedication.

With Bridget Blaise-Shamai, Senior Commercial Officer, and Rory Mackenzie, the Loyalty Program Manager, for Voyage Loyalty.

Today we will be learning about their favourite loyalty programmes, how Voyage Loyalty is delivering for seafarers, the brand and the business and all about their plans for the future.

Hosted by Charlie Hills

Show Notes :

1) Bridget Blaise-Shamai

2) Rory Mackenzie

3) Voyage Loyalty

4) V.Group

5) European Loyalty Whitepaper

6) Mando- Connect

7) YouGov

8) Meditations by Marcus Aurelius

9) If- Rudyard Kipling

10) The Alchemist by Paulo Coelho

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode features one of our industry's well known loyalty leaders when it comes to loyalty finance and loyalty strategy, Evert de Boer.

Evert is the Managing Partner at On Point Loyalty, a global advisory firm exclusively niche to loyalty finance and strategy.

He is the CEO at Fidivo, which has built the first off-the-shelf loyalty program financial tool analysis.

Evert shares an executive style summary of his second published book "Loyalty Programs and the Currency Effect" and his perspective on loyalty in the travel sector, particularly given his expertise in aviation.

The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Aaron Dauphinee.

Show Notes:

1) Evert de Boer

2) On Point Loyalty

3) Fidivo

4) Loyalty Programs and the Currency Effect: A Comprehensive Guide to Realizing the Power of Points - By Evert de Boer & Xiao Yao Chin

5) A Perfect Spy: A Novel

6) Connemara: A Novel

7) German Summer Book (but only available in Dutch)

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This episode is sponsored by Phaedon.

Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Today’s topic is super fun and something we’ve never done before on the show.

We discovered some research that one of our loyal listeners compiled which listed the membership figures of some of the world’s largest loyalty programs.

That listener and now our guest today is Laurent Guinand PhD, who created the list we’re discussing today entitled “The Largest Global Loyalty Programs”.

Laurent is the Founder & CEO Founder & CEO of Aramis Advisors LLC based in the United States and today he shares which loyalty programmes came out on top in his research.

I hope you enjoy our conversation and if you’d like a copy of the slides discussed in the episode, please do email the show.

Show notes:

1) Laurent Guinand PhD

2) Aramis Advisors LLC

3) The E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish.

En el episodio de Let’s Talk Loyalty en Español está con nosotros Katia Cortes, líder del programa de lealtad Santander Unique Rewards. El programa sirve a las tarjetas Premium del banco con una propuesta de valor basada en experiencias y momentos especiales que buscansorprender a los usuarios.

Gracias a esta nueva propuesta, el banco estáobservando resultados muy alentadores en relación a la utilización del programa, un incremento en el uso de la tarjeta y una mayor facturación a nivel tarjetahabiente, sobre todo cuando hay una redención de puntos.

Cenas especiales, viajes, acceso a los mejores eventos preparados especialmente y otras experiencias es lo que ahora ofrece Santander Unique Rewards.

Hosted by Alex Saul

Show Notes

1) Katia Cortes

2)Santander

3) Santander Unique Rewards

4)“El poder del Cábala”. Author: Yehuda Berg

Read more about their Exchange solution as a growth channel for loyalty programs here.

Kate O' Brien has been the General Manager of Loyalty at Air New Zealand for the past five years.

Kate leads and holds responsibility for the Loyalty business including strategy development and execution, partner relationships and negotiations, airline loyalty tiers and benefits, data and analytics and P&L ownership.

Hosted by Carly Neubauer

Show notes:

1) Kate O' Brien

2) Air New Zealand

3) Air Points

4) Dare to Lead: Brave Work. Tough Conversations. Whole Hearts. - Brené Brown

Ashley leads marketing at Marigold and oversees global go-to-market strategy, brand positioning, and expanding the company’s presence across North America, Latin America, EMEA, APAC, and Japan.

Ashley is recognized for her ability to overhaul marketing infrastructures, define go-to-market strategies, and scale multi-million-dollar growth globally.

We cover lots of ground in this conversation, while digging into a new report from Marigold, The 2025 Consumer Trends Index (CTI).

The report examines what makes today’s consumers tick and offers insights across multiple dimensions of cross-channel marketing and explores how brands can create relevant marketing experiences that turn customers from fickle to faithful.

The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™ and this episode is hosted by Bill Hanifin.

Show Notes:

1) Ashley Deibert

2) Marigold

3) The 2025 Consumer Trends Index (CTI).

4) The First 90 Days: Critical Success Strategies for New Leaders at All Levels by Michael D

Read more about their Exchange solution as a growth channel for loyalty programs here.

Customer advocacy and emotional loyalty are driven by value-based alignment rather than product, service and price points. Explore a new take on customer loyalty from the latest whitepaper from Yuping Liu-Thompkins, Professor of Marketing at Old Dominion University and Director of Loyalty Science Lab.

Her latest whitepaper: The Politics of Brand Loyalty unpacks US consumer views on values alignment and how ideological views impact brand decisions.

Hosted by Amanda Cromhout

Show Notes:

1) Yuping Liu-Thompkins

2) Old Dominion University

3) Loyalty Science Lab.

4) The Politics of Brand Loyalty

5) Marketplace Dignity Transforming How We Engage with Customers Across Their Journey (Book)

Today’s topic is an industry favourite – we’re here to talk about “Profitability in Loyalty and Strategies for extracting MAXIMUM value from Your Programme.”

Our guest is Priyanka Lakhani who is a Senior VP at the Collinson Group.

Collinson is perfectly positioned to lead the conversation about “Profitability in Loyalty” as a global company dedicated to helping the world to travel with ease and confidence for more than 30 years.

Please enjoy this conversation about programme profitability with Priyanka Lakhani from Collinson.

This episode is sponsored by Collinson Group.

Show notes:

1) Priyanka Lakhani

2) Collinson Group

3) Let’s Talk Loyalty: Priyanka Lakhani on Loyalty Programme Profitability | Collinson Group

4) AI and the future of humanity | Yuval Noah Harari at the Frontiers Forum - Yuval Noah Harari

5) Sapiens A Brief History Of Humankind By Yuval Noah Harari (Book)

6) Let’s Talk Loyalty: Priyanka Lakhani on Loyalty Programme Profitability | Collinson Group

Read more about their Exchange solution as a growth channel for loyalty programs here.

In this episode Charlie Hills interviews Kate Wheaton, the Head of Strategy for Ogilvy One. Through her long career, Kate has worked on some of the UK’s most effective and loved loyalty programmes for brands such as Sainsbury’s, Tesco, Boots, Vodafone, British Airways, Waterstones and Pets at Home. She enjoys the combination of strategic rigour and creativity that modern loyalty demands to be successful.

Today we will be learning about her favourite book and loyalty programmes, highlights and key learnings from the programmes she has worked on and all about the new loyalty white paper from Ogilvy One “Loyalty in the Age of the Emotional Consumer”.

Hosted by Charlie Hills

Show Notes :

1. Kate Wheaton
2. Ogilvy One
3. Oglivy - Ideas - Loyalty -Age- Emotional Consumer
4. European Loyalty Whitepaper
5. Mando-Connect
6. The Power of Moments: Why Certain Experiences Have Extraordinary Impact

Read more about their Exchange solution as a growth channel for loyalty programs here.

In this episode Aaron Dauphinee speaks with CLMP™ and loyalty academic, Darron Kirkley from the University of South Carolina (USC).

Darron is one of less than a handful of instructors in the USA who have created a university level class focused on the discipline of loyalty.

His course, Hospitality Loyalty Strategy, is taught through USC's College of Hospitality, Retail and Sport Management and Darron is a steward of the hospitality sector.

Darron shares his unique perspective into the mindshare of the next generation of loyalty marketers.

We also discuss the drivers of loyalty in hospitality and the go-forward state for the loyalty industry.

The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Aaron Dauphinee.

Show notes:

1) Darron Kirkley

2) USC's College of Hospitality, Retail and Sport Management

3) University of South Carolina (USC)

Today's episode features a truly global loyalty perspective coming from Indonesia, which is in fact the 4th most populous country in the world!

Our featured brand is one of the largest retail conglomerates in Indonesia with nearly 200 stores and a market leadership position particularly in the kids and baby segment.

Kanmo Group is the official distributor for Indonesia of multiple world class brands and their portfolio includes global icons such as Mothercare, COACH, Adidas, Havaianas, Liverpool Football Club & Nespresso.

Our guest is Rajesh Grover, Kanmo’s Group Vice President of AI, Digital and Omnichannel, which includes responsibility for the Kanmo Circle loyalty programme.

Separately, Rajesh has also recently written and published a book called “Start Unselling Now” which introduces his customer-first approach that prioritizes the buying journey over sales targets.

Please enjoy this episode from the Kanmo Group in Indonesia.

Show notes:

1) Rajesh Grover

2) Kanmo Group

3) Kanmo Circle

4) Start Unselling Now: The Sales Manifesto for Winning Customers (Book)

5) One Click: Jeff Bezos and the Rise of Amazon.com (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

This episode is in Spanish and is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

En el episodio de hoy está con nosotros Cristian Ortiz, CEO de LATAM Pass, uno de los programas de viajero frecuente más grande de

Latinoamérica con 49 millones de socios. Nos describe cómo ha evolucionado el

programa a lo largo de los últimos años, pasando de un modelo de coalición,

anteriormente conocido como Multiplus, a lo que es ahora. Nos comentó como

conectar con los socios del programa para que se mantengan enganchados con la

propuesta de valor y como extenderla para estar presentes con el socio todos los

días.

Hosted by Alex Saul.

Show Notes:-

1) Cristian Ortiz

2) LATAM Pass

3) Start with Why by Simon Sinek (Book)

Read more about their Exchange solution as a growth channel for loyalty programs here.

Today’s guest is Dave Sims, a well-known professional in North American loyalty circles. Dave is a Navy veteran who started his career with Proctor & Gamble and had early experiences creating business value using customer data while operating a startup.

He has since been in a leadership role in the customer loyalty efforts at notable brands including DSW Shoes, GNC Nutrition, LaQuinta Hotels, and Nordstrom. He most recently served as Chief Marketing Officer for a large franchisee of Orange Theory Fitness.

Dave shares insights on the future of loyalty, how to get support from the C-Suite, the tension between acquisition and retention, gamification and more.

The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Bill Hanifin.

Show Notes:

1) Dave Sims

2) Orange Theory Fitness

3) Bill Hanifin

4) The Wise Marketer.