Let's Talk Loyalty

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.

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) Emirates2) Emirates Skywards3) Dr Nejib Ben Kheder4) Book Recommendation: Blue Ocean Strategy5) Book Recommendation: Extreme Ownership6) Book Recommendation: From Strength to Strength

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 Hemici2) Emilie Couton3) ACCOR.4) ACCOR Plus5) Book recommendation(Mehdi): Unreasonable Hospitality 6) Book recommendation(Emilie): The Thin Book of Trust

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 Grafton2) SHEIKE3) SHEIKE Society4) Book recommendation: The Five Dysfunctions of a Team

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 Nkuna2) Book Recommendation: Mindset: The New Psychology of Success

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 Canty2) BILT Rewards3) LTL #135: Loyalty Industry Innovation – RENT Should Be Rewarding4) LTL #261: Building Bilt Rewards from Strength to Strength

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 ThomasShow notes:1) Lalit Suri Hospitality Group2) The LaLit Loyalty3) Juber Shaikh4) Monika Sharma5) Book recommendation: Thinking Out Loud - Keeping Nothing Behind6) Book recommendation: Grand Central Publishing Delivering Happiness: A Path to Profits, Passion and Purpose

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 Cromhout2) Carly Neubauer3) Truth Loyalty4) Elevate Loyalty5) OneTapGroup6) Amanda's Episodes 7) Carly's Episodes

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 HanifinShow Notes:1)Brian Donaldson2) MAXOL3) Paddy Mayne: Lt Col Blair 'Paddy' Mayne

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 BrightwellShow Notes:1) Dustyn Smith2) Luke Cann3) HEMOdata4) The ONE Thing5) Business Stripped Bare

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 Brugger2) PAYBACK Group3) Edeka4) Netto5) Marktkauf6) Watch the full video interview at www.Loyalty.TV

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 Mexico3) Walmart Pass4) Think Again5) Mindset

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 Jimenez2) Carlos SanRomán3) Raziel Rocha4) The Business of Expertise – David C Baker5) Carlos SanRomán: Loyalty Programs Currency Effect – Evert De Boer / Xiao Yao Chin6) Freedom from the Known– J. Krishnamurti

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 Bhana2) Nedbank3) Greenbacks programme4) The Remarkable Rocket 5)#120: Innovative Ideas Driving Banking Loyalty in South Africa

This episode is also available in video format on www.Loyalty.TV and on our Youtube channel. 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 Methods2) Emil Sarkissian3) Chris Sandstrom4) First, Break All the Rules (Book)5) Winning (Book)

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 CromhoutShow Notes:1) Jitendra Jain2) Marriott Bonvoy3) Co- Intelligence

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.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 Wasniewski2) SAS Group3) SAS EuroBonus4) Watch the full video interview for free

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 HillsShow Notes:1) Chris Frost2) Travelex3) Travelex Plus 4) Inspired by Marty Kagan 5) Radical Focus

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 Tonnekreek2) MetCash3) IGA Rewards4) Eleven Rings

This episode is also available on Loyalty TV.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 Chalcroft2) VISA 3) European Loyalty Whitepaper4) Mando-Connect 5) A Brief History of Time by Stephen Hawking (Book)

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 Panizo2) MeliáRewards3) Start with Why . Simon Sinek

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 Copeland2) Amtrak3) The Wise Marketer™4) Unreasonable Hospitality - AudioBook5) Unreasonable Hospitality - Book

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 Gupta2) Watch the full interview at www.Loyalty.TV

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 One2) Intrapreneuring (Book)

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 Brightwell2) Bright Insights Consulting3) The Monk Who Sold His Ferrari

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 Solly2)Australian Red Cross Lifeblood,3) Start with Why

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 Couret2) Loyalty & Reward Co3) “El Ladrón de Arte” de Michael Finkel

In this episode, Shannon Miller from IBM and Tom Bockholt from Salesforce discuss how they are enabling clients to accelerate the adoption of AI to transform and elevate customer loyalty strategies and the end to end customer experience.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 Miller2) IBM3) Tom Bockholt4) Salesforce5) Book: Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty by Patrick Lencioni6) Book: Trailblazer: The Power of Business as the Greatest Platform for Change by Marc Benioff

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TVThe 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 Menges2) Sandals Resorts International3) The Storyteller: Tales of Life and Music4) George Marshall: Defender of the Republic

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 2024Show Notes:1)⁠ Ben Lipsey⁠2) ⁠Air France⁠3) ⁠KLM⁠⁠4) ⁠Transavia⁠⁠5) ⁠⁠Flying Blue⁠⁠

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 ThomasShow Notes :-1) The Ford Motor Company2) Beth Leverton⁠3) www.Loyalty TV⁠

Join us as Heather Garbodin, 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 Garbodin2) American Airlines3) Grit: The Power of Passion and Perseverance 4) Moments of Truth 5) AAdvantage from American Airlines - Insight-led Innovation & Industry Leadership6) AAdvantage - Caring for Loyal Customers through Challenging Times.

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 guestOwned 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) eBucks3) Rassie: Stories of Life and Rugby4) #416: South Africa's FNB eBucks Rewards is the biggest winner at The International Awards

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, 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 Pradhan2)ADNOC Distribution

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 NeubauerShow notes:1) Matt Zimmerman2) pub+3) Peter Principle

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 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 Fairview3)Aaron Dauphinee4) 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.

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 One4) The Four Dimensions of Loyalty5) Neuromancer

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 Walden2)Scooter's Coffee3) Bill Hanifin4) The Wise Marketer5) The Energy Bus (Book)

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 Hernandez2) El Palacio de Hierro3) Pour Your Heart Into It – Howard Schultz

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 ComarchShow Notes:1) Udhara De Silva2) Singapore Airlines3) KrisFlyer4) Kris+5) Hidden Potential (Book)6) Singapore Airlines Launches Kris+ Loyalty Program in Australia -2024 episode

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 Shaw2) Pets at Home3) Pets Club4) Charlie Hills5) Black Box Thinking (Book)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today's episode features 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 Neto2) Azul Airlines3) Don't believe in Everything you Feel (Book)

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 K2) MJ Tierney3)2023 NACS European Technology of the Year3) Inner Circle Rewards Program

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 Membership3) European Loyalty Whitepaper4) Mando - Connect5) The Lean Start Up (Book)

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 Cromhout2) Paula Thomas3) Let's Talk Loyalty 4) Loyalty TV5) Wishes Fulfilled by Dr. Wayne Dye

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.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 Rewards4) Emirates National Oil Company5) Comarch6) The Psychology of Money (Book)7) Yes Rewards from ENOC - Fuel, Food & Convenience Loyalty in UAE - 2021 Episode

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 Perkas2) The Gift Club3) The European Loyalty Association.4) Jobs Board5) Atomic Habits (Book) 6) Cold: ExtremeAdventures at the Lowest Temperature on Earth (Book)

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 Rubin2) Aaron Dauphinee3) Wise Marketer Group4) Drug Mart Optimum5) The Invitation by Oriah (Book)

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 Sánchez2) Despegar3)From Eternity to Here: The Quest for the Ultimate Theory of Time (Book)

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 Narula2) Bank of America3) Bank of America Preferred Rewards® program4) Coffee, meet Cash Back - Bank of America Promotion | Starbucks Rewards5) Smart Brevity: The Power of Saying More with Less (Book)

Today I'm chatting with Don Smith - well known to many of you for his role as the Chief Consulting Officer of Brierley which is now a Capillary Services Company.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 Smith2) Brierley3) Capillary Captivate Conference4) An Economic Theory of Democracy (Book)