Let's Talk Loyalty

In this special episode of Let's Talk Loyalty & Loyalty TV, we introduce The World's Largest Loyalty Programs™, a first-of-its-kind global report exploring the scale, reach, and influence of the biggest loyalty initiatives in the world.Created through a year of expert collaboration, authors Paula Thomas, Laurent Guinand, and Rich Long reveal the brands building extraordinary customer communities with memberships reaching into the hundreds of millions.In this episode, you'll:Discover which are the largest loyalty programs on the planetDiscover the ONLY program in the world which boasts over half a BILLION membersFind out the 10 programs with over 200 million members eachPlus uncover an amazing list of brands with over 100 million members eachIf you're passionate about loyalty like we are, this is an episode you won't want to miss.DOWNLOAD this landmark industry publication—bringing together deep industry experience and a shared passion for loyalty at scale.This episode is sponsored by Capillary Technologies and hosted by Megan (Sherrell) Fiorendino.Show Notes:1) The World's Largest Loyalty Programs™3) Paula Thomas4) Laurent Guinand5) Rich Long

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here.We're revisiting one of our standout conversations from the archives in this Best of the Back Catalogue episode. Originally released in November 2019, this discussion features insights from KPMG, one of the world's leading professional services firms and part of the “Big Four,” with operations in over 150 countries.In this episode, we explore KPMG's advisory work in customer experience and loyalty, along with key findings from its global research report, “The Truth about Customer Loyalty”. The report uncovers what truly drives consumers to return to brands, challenging conventional thinking around loyalty and engagement.We also revisit an in-depth interview with Selim Tanfous, Former Associate Director at KPMG Lower Gulf, who breaks down the findings of the report and shares expert perspectives on how businesses can build stronger, more lasting customer relationships.A timeless conversation that remains highly relevant for anyone interested in customer experience, loyalty, and brand strategy.Show Notes:1) Selim Tanfous2)The Truth About Customer Loyalty - 2019 edition3)Customer Experience Report 2019 edition.4)Me, My Life, My Wallet (2018 KPMG Loyalty Research Report)Other Loyalty Resources:5)Loyalty 360 - The Association for Customer Loyalty

This episode is sponsored by Points, a Plusgrade company. 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 Glance2) Qantas 3) Qantas Frequent Flyer 4) The Subtle Art of Not Giving a F*ck - Book Recommendation

This episode is sponsored by Points, a Plusgrade company. 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 Club3)British Airways

This episode is sponsored by Points, a Plusgrade company. 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 Bruyant2) Flying Tiger Copenhagen3) How Brands Grow - Book Recommendation

This episode is sponsored by Points, a Plusgrade company. 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

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 NeubauerShow Notes:1) James Kavanagh2)Flight Centre Travel Group3) World360 Rewards4) Legacy by James Kerr - Book Recommendation

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-Eleven3) Reitan Convenience4) NACS International Convenience Retailer of the Year Award5)NACS Europe

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 Wright2) My RYOBI 3) TLDR - Article Recommendation4) This is Marketing - Book Recommendation

This episode is sponsored by Phaedon.Download their 2026 research paper on Humanizing Loyalty here now.This episode is in Spanish.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

This episode is sponsored by Phaedon.Download their 2026 research paper on Humanizing Loyalty here now.Today we are re-publishing back one of our most popular episodes as our planned episode has been delayed for technical reasonsThis 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 Boer2)Fidivo3)On Point Loyalty5) Loyalty Programs and the Currency Effect: A Comprehensive Guide to Realizing the Power of Points – By Evert de Boer & Xiao Yao Chin6) A Perfect Spy: A Novel - Book Recommendation 7) Connemara: A Novel - Book Recommendation8) German Summer Book (but only available in Dutch) - Book Recommendation

This episode is sponsored by Phaedon.Download their 2026 research paper on Humanizing Loyalty here now.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 Lynch2) Three Plus Ireland

In this episode we are delighted to interview Peter Gerstle. He's the Loyalty Consulting Director at Collinson responsible for shaping and delivering the strategy and management of Collinson's loyalty products and driving loyalty innovation in travel, financial service, retail and other industries globally.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 Group3) Thinking Fast and Slow - Book Recommendation4) Atomic Habits - Book Recommendation5) The Hard Thing About Hard Things - Book Recommendation6) The Loyalty Effect - Book Recommendation

This episode is sponsored by Phaedon.Download their 2026 research paper on Humanizing Loyalty here now.We're rewinding to some of the best from our back catalogue! If you missed it long back, this is the perfect time to catch the episode.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 Nichani2) Raymond Rewards

This episode is sponsored by Phaedon.Download their 2026 research paper on Humanizing Loyalty here now.This episode is also available in video format on www.Loyalty.TV.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 CromhoutShow Notes:1) Nokwanda Khumalo2) bp South Africa 3) bp rewards4) Braving the Wilderness

This episode is available in audio format on the Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.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 DauphineeShow notes:1) Jacob Pullia2) TELUS Rewards3) TELUS4) Book Recommendation: Personalized Customer Strategy in the Age of AI

This episode is sponsored by Phaedon.Download their 2026 research paper on Humanizing Loyalty here now.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 CromhoutShow Notes:1) Louisa Evans2)Hornby Hobbies3) Scoring Points - Book Recommendation4) Applying Behavioral Science to Private Sector - Book Recommendation

This episode is sponsored by Phaedon.Download their 2026 research paper on Humanizing Loyalty here now.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 Bisschoff2) Lekker Lees 3) The Beer Monopoly

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 HillsShow Notes :1) Ben Stirling,2) TenX Strategy3) TenX Strategy - Budget Sign Off PDF4) Hooked- Book Recommendation5) The Road Less Stupid - Book Recommendation

This episode is available in audio format on the Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.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-ShamaiShow Notes:1)Emily Feldman2) PetSmart3) Treats Rewards4) Freakonomics

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 Hart2) Camp Jellystone3) Club Yogi Rewards4) Bible in a year by Fr. Mike Schmitz

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 SaulShow Notes:1) Fabio Santoro2) Dotz3) ABEMF4) El Poder del No Positivo – William Ury

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 Adeluwoye3) Thinking Fast & Slow - Book recommendation

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 Zalewski2) Embarc3) Embarc Passport Club5) Unresonable Hospitality - Book Recommendation

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 Jones2) ODEON Cinemas Group.3) The Places We'll Go - Marketing Show - Podcast Recommendation

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.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. HeDeeply 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.Hosted by Amanda CromhoutShow Notes: 1) Brandon de Kock2) WhyFive Insights3) Book recommendation: The Far Side - Gallery 5

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 Braga2) Bakers Delight3) Dough Getters

This episode of Let's Talk Loyalty & Loyalty TV is in SpanishEn 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 Aerobus3) Grupo IAMSA

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 HillsShow Notes :1) Jakub Krzakala2) Jonathan Kelly3) Shell GO+ Rewards3) Surrounded by Idiots - Book Recommendation4) Thinking in Bets - Book recommendation

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 Sutcliffe2)Cashpoints3) Book recommendation: Grit by Angela Duckworth4) #141: Loyalty Excellence and Innovation with AA Smartfuel New Zealand

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.

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, 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 WitschThis episode is sponsored by Comarch Show Notes:1) Ros Netto2) Virgin Active3) Book recommendation: The Happiness Project

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 NkunaShow notes:1) Steve Habbi2) Soler Coaster3) Book Recommendation: Guns, Germs, and Steel: The Fates of Human Societies

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 DauphineeShow Notes:1) Nandika Suri2) Choice Hotels International3) Choice Privileges4) Book recommendation: The Loyalty Effect

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 CromhoutShow Notes:- 1) Melanie Van Rooy2) Clicks3) Clicks ClubCard 4) Book recommendation : Primal Leadership5) Book recommendation: Never Split the Difference

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 wea 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 HillsShow Notes :1) Shaun Hatrick2) Nectar3) Podcast Recommendation: Good Hang with Amy Poehler4) Podcast Recommendation: Las Culturistas

In this Wiser Loyalty episode we speak with Shivaji Choudhary, Assistant General Manager of Marketing at DLF Malls and one of the key principles in building out and recently launching DLF Mall Rewards. He talks about 'the DLF way' and how his team is combining experience and experimentation to create delight at their destination malls. 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 DauphineeShow notes:1) Shivaji Choudhary2) DLF Mall Rewards3) DLF4) Book Recommendation: Barking Up the Wrong Tree

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 Raza2) Emily Ong 3) Landmark Group4) How to Lead in Product Management by Roman Pickler - Book recommendation 5) Never Lose A Customer Again by Joey Coleman - Book recommendation

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, 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 Koliakin2) Kanan Nabar3) Shell 4) Book recommendation: Personalized: Customer Strategy in the Age of AI5) Book recommendation: Strengths Based Parenting

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 DauphineeShow notes:1) Kate Booth2) RMG Loyalty3) AIR MILES rewards program4) More Rewards5) Book recommendations: The Science of Scaling

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.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 Bal2) Rajesh Srimalani3) MSET4) Book Recommendation: Predictably Irrational5) Book Recommendation: Outliers

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 Richardson2)The Australian Loyalty Association3) Australian Loyalty Insights Report4) Thick Face, Black Heart : Book Recommendation

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 Juhl2) Tekla3) Acquired Podcast - Podcast Recommendation4) The Knowledge Project - Podcast Recommendation

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.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 Krishna2)Carnival Cruise Line3) Book recommendation: Bring the Noise: The Jürgen Klopp Story

This episode of Let's Talk Loyalty & Loyalty TV is in SpanishHoy 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 Everett2) Enterprise Mobility3) Book recommendation: Leaders eat last de Simón Sinek.

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