Let's Talk Loyalty

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)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.This episode celebrates Comarch which has become our new title sponsor for Loyalty TV, and we are thrilled to announce this as our biggest partnership so far of 2025.Sponsoring Loyalty TV is how Comarch is showcasing its ambition to be recognised worldwide as the go-to partner for loyalty professionals.In today's episode, Paula Thomas is joined in studio by Marlena Polrola and Joanna Witsch, both based here in Dubai with Comarch's Middle East team.Marlena and Joanna will share why you should be following, learning from and talking to Comarch throughout your loyalty journey, including some real examples of the scale and success of their loyalty projects worldwide over more than 30 years so far.Episode sponsored by Comarch. Show Notes :1) Marlena Polrola2) Joanna Witsch3) Comarch4) The Five Types of Wealth by Sahil Bloom (Book)5) Loyalty Program and the Currency Effect : A Comprehensive Guide to Realizing the Power of Points (Book)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.I'm thrilled to be announcing a new member of the Let's Talk Loyalty family as we continue to grow our network of guest hosts around the world.Today's announcement is incredibly exciting as we're being joined by someone who has led one of the biggest airline loyalty programs in the United States.Bridget Blaise-Shamai is most notably a former President of the American Airlines Advantage Program, the award winning travel rewards program of American Airlines, which of course includes leadership responsibility for the entire proposition and partnerships portfolio, where she led a team of over 700 professionals to deliver that world-class program.Bridget has also worked at V. Group, a leading global shipping services firm, as well as serving as an advisory board member to several loyalty and payments start-ups.She is also a guest speaker at Universities on how to affect consumer preference, loyalty/digital marketing and data analytics.Today Bridget is bringing more than 25 years expertise in loyalty and leadership roles to Let's Talk Loyalty and Loyalty TV, where she will be hosting monthly episodes featuring guests from various lifestyle programs and industries across the United States.Please enjoy our conversation.Show Notes:1) Bridget Blaise-Shamai 2) The Pillars of The Earth -Ken Follett (Book)3) Give and Take: Why Helping Others Drive Our Success (Book)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.For a masterclass in gamification, you can enjoy Yu-Kai Chou's down to earth interview with Amanda Cromhout about gamification and his Octalysis Framework. He is the Founding Partner of The Octalysis Group and the creator of The Octalysis Framework which has been translated into 16 different languages, serving not only the commercial work but also academia. This interview highlights the impact gamification can have on customer engagement and the commercial results it drives in loyalty programmes. Yu-Kai Chou leaves us with three case studies of Porsche, Latam Airlines and La Quinta hotel group, all of which boast positive results worth taking note of.Show Notes 1) Yu-Kai Chou2)Amanda Cromhout3)The Octalysis Group4) Actionable Gamification by Yu-Kai Chou (Book)5) 10,000 Hours of Play by Yu-Kai Chou (Book)6) Thinking Fast and Slow by Daniel Kahneman (Book)

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish. ¿Te has preguntado cómo las grandes marcas de retail están revolucionando su estrategia de marketing y monetización? En este episodio de Let's Talk Loyalty en español, exploramos el fascinante mundo del Retail Media de la mano de un experto de primer nivel: Juan Restrepo, líder de la estrategia de Retail Media para OXXO. Con una trayectoria que incluye roles clave en Google y Falabella, Juan nos desvela la estrecha y poderosa relación entre el Retail Media y los programas de lealtad. Descubre cómo la data de lealtad impulsa campañas efectivas, las claves para monetizar tu programa y las últimas tendencias que están transformando el panorama. ¡No te pierdas esta conversación llena de insights estratégicos!Hosted by Alex SaulShow Notes1) Juan Restrepo2) OXXO3) Died with Zero - Bill Perkins

Carly Neubauer, Managing Director of Elevate Loyalty and OneTap Group, introduces two leading strategists from Mando Connect—Charlie Hills and James Davies. Together, they bring a wealth of experience in loyalty strategy and analytics, shedding light on their collaborative work in the loyalty space.Charlie Hills is the Chief Strategy Officer and Co-Founder of Mando-Connect, WPP's specialist agency for partnerships, loyalty, promotions, and rewards. As a passionate advocate for loyalty, she co-hosts Let's Talk Loyalty, authors multiple white papers on loyalty and promotions, and serves as an Editor at Large for the Wise Marketer.James Davies, Senior Strategist and Analyst, specializes in loyalty and reward analytics, partnerships strategy, and consumer insight. With his expertise, he works alongside Charlie to produce cutting-edge research, including the third edition of the “Understanding Loyalty in Europe” white paper. This white paper explores membership, appeal, and impact across 24 European markets, marking a leading study in the field of loyalty.Show notes:1) Charlie Hills2) James Davies3) Mando-Connect4) YouGov5) Understanding Loyalty in Europe 3.0 - Whitepaper6) Knowledge is Beautiful - Book7) Zero to One Notes on Start Ups, or How to Build the Future by Peter Thiel - Book****************************This episode is sponsored by Phaedon.Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

Martina Lipp, a true expert in the loyalty space with a career spanning some of the most iconic brands. Martina's impressive track record includes leading loyalty programs for Disney, Dollar Shave Club, Nespresso, and T-Mobile.Most notably, Martina is recognized for her groundbreaking work in revamping Disney's international loyalty program, where she spearheaded a strategy that brought together a seamless omni-channel experience. Her efforts in customizing loyalty for fans of Disney, Pixar, Star Wars, and Marvel have set new standards in the industry.Join us as Martina shares her insights on loyalty design, the power of fan engagement, and how to create lasting connections with customers across multiple touchpoints.Hosted by Carly Neubauer Show notes:1) Martina Lipp2) Dare to Lead: Brave Work. Tough Conversations. Whole Hearts. (Book)3) Marketing to Mindstates: The Practical Guide to Applying Behavior Design to Research and Marketing (Book)4) The Culture Map (Book)

In this episode Bill speaks with CLMP™ and recognized industry figure, Steve Allmen, EVP, Strategy and Partnerships, Canadian Automobile Association. Steve is guiding marketing efforts for this large membership organization. His insights in this conversation will shed light on strategies and tactics to grow loyalty and engagement across large member groups and change the way you think about Membership Loyalty. Hosted by Bill Hanifin.Show notes:1) Steve Allmen2) Canadian Automobile Association3) Bill Hanifin4) The Wise Marketer5) Life: Keith Richards (Book)****************************This episode is sponsored by Phaedon.Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

In this episode Charlie Hills interviews Amanda Cromhout, the CEO and Founder of Truth. Based in South Africa, Truth is a boutique consulting business specialising in customer centricity and customer loyalty programmes. Amanda is also a proud co-host for Let's Talk Loyalty!Today we will be learning about her favourite book and loyalty programmes, her background in loyalty and the highlights and key learnings from her new research report on loyalty in South Africa - The Truth and Brand Mapp Loyalty White Paper. It's the only study of its kind in South Africa which is a renowned mature loyalty market.Hosted by Charlie Hills.Show notes:1) Blind Loyalty Trust2) Truth Loyalty Whitepaper download3) Amanda Cromhout Loyalty 4) Follow Amanda Cromhout on Instagram**********************************************************************************This episode is sponsored by Phaedon.Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

In this episode Bill speaks with CLMP™ and recognized industry figure, Steve McClelland, Vice President of Loyalty, WestJet. Steve is guiding the operation of WestJet Rewards, which recently announced significant upgrades to its frequency flyer program. His insights in this conversation will shed light on strategies and tactics to fuel growth in the travel sector, and to optimize frequent flyer program operations.Hosted by Bill HanifinShow notes:1) Steve McClelland2) WestJet3) WestJet Rewards4) Bill Hanifin5) The Wise Marketer6) Moneyball: The Art of Winning an Unfair Game (Book)7) Red Notice: A True Story of High Finance, Murder, and One Man's Fight for Justice (Book)

This episode focuses on Poundland Perks … the new loyalty programme from Poundland in the UK. With Emma Collins, the Head of Digital Loyalty & Engagement for Poundland. Today we will be learning about Emma's favourite loyalty programmes, how Poundland Perks is delivering for customers and the business and all about their plans for the future. Hosted by Charlie Hills. Show Notes:1) Emma Collins2) Poundland Perks3) Poundland4) European Loyalty Whitepaper5) Mando- Connect 6) YouGov7) Return on Courage : A Business Playbook for Courageous Change

This interview with Neetan Chopra from IndiGo is highly insightful from learning about a relatively young airline, a very young loyalty programme and a global market place not to be ignored. IndiGo operates out of India, which is the world's 5th biggest economy. The airline carried over 100m passengers in 2024 and has growth plans for its carrier and frequent flyer programme, BluChip, which launched 5 months ago.Hosted by Amanda CromhoutShow notes:1) Neetan Chopra2) IndiGo3) BluChip4) Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones (Book)5) Accelerated Digital Transformation: How Established Organizations Can Gain Competitive Advantage in the Digital Age (Book)

Han Bailey has worked with some of the largest brands and loyalty programs in Australia and the US, including The Star Entertainment Group, David Jones, NewsCorp, Qantas, Global Red, Brierley & Partners, and Coca-Cola.Now consulting for a range of businesses and mentoring emerging loyalty talent, Han brings a commercial perspective to loyalty and a deep understanding of building programs from the ground up.Today's conversation explores her journey—from an unexpected start in loyalty to developing and delivering some of the industry's most well-known programs.Hosted by Carly Neubauer Show Notes:1) Han Bailey2) Carly Neubauer 3)The Gift: A Survivor's Journey to Freedom by Edith Eger **********************************************************************************This episode is sponsored by Phaedon. Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

This episode focuses on Voyage Loyalty … a fascinating loyalty programme for V.Group. It creates a more engaging and valuable employment experience for seafarers, bringing them respect for their hard work and dedication.With Bridget Blaise-Shamai, Senior Commercial Officer, and Rory Mackenzie, the Loyalty Program Manager, for Voyage Loyalty.Today we will be learning about their favourite loyalty programmes, how Voyage Loyalty is delivering for seafarers, the brand and the business and all about their plans for the future. Hosted by Charlie Hills Show Notes :1) Bridget Blaise-Shamai2) Rory Mackenzie3) Voyage Loyalty4) V.Group5) European Loyalty Whitepaper6) Mando- Connect7) YouGov8) Meditations by Marcus Aurelius9) If- Rudyard Kipling10) The Alchemist by Paulo Coelho

The Wiser Loyalty podcast series is created in partnership between Let's Talk Loyalty and The Wise Marketer™.Throughout 2024, Wise Marketer Group's (WMG) CEO, Bill Hanifin, and CMO, Aaron Dauphinee, shared their insights on loyalty constructs drawn from the Loyalty Academy's™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum.In 2025 we are shifting from an academic focus to seek out insights from practitioners of the trade, such as our CLMPs, and those leading from the C-Suite. Twice a month, we will bring you an interview with a C-level executive or CLMP who has transformed strategy into practical application to generate strong business results from customer loyalty.This week's episode has Aaron speaking with one of our industry's well known loyalty leaders when it comes to loyalty finance and loyalty strategy, Evert de Boer. Evert is the Managing Partner at On Point Loyalty, a global advisory firm exclusively niche to loyalty finance and strategy, as well as he is the CEO at Fidivo, which has built the first off-the-shelf loyalty program financial tool analysis. He shares an executive style summary of his second published book "Loyalty Programs and the Currency Effect" and then flies into his perspective on loyalty in the travel sector, particularly given his expertise in aviation. Hosted by Aaron DauphineeShow Notes: 1) Evert de Boer2) On Point Loyalty3) Fidivo4) Loyalty Programs and the Currency Effect: A Comprehensive Guide to Realizing the Power of Points - By Evert de Boer & Xiao Yao Chin5) A Perfect Spy: A Novel6) Connemara: A Novel 7) German Summer Book (but only available in Dutch)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today's topic is super fun and something we've never done before on the show.We discovered some research that one of our loyal listeners compiled which listed the membership figures of some of the world's largest loyalty programs.That listener and now our guest today is Laurent Guinand PhD, who created the list we're discussing today entitled “The Largest Global Loyalty Programs”.Laurent is the Founder & CEO Founder & CEO of Aramis Advisors LLC based in the United States and today he shares which loyalty programmes came out on top in his research.I hope you enjoy our conversation and if you'd like a copy of the slides discussed in the episode, please do email the show.Show notes:1) Laurent Guinand PhD2) Aramis Advisors LLC3) The E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It (Book)

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish. En el episodio de Let's Talk Loyalty en Español está con nosotros Katia Cortes, líder del programa de lealtad Santander Unique Rewards. El programa sirve a las tarjetas Premium del banco con una propuesta de valor basada en experiencias y momentos especiales que buscansorprender a los usuarios. Gracias a esta nueva propuesta, el banco estáobservando resultados muy alentadores en relación a la utilización del programa, un incremento en el uso de la tarjeta y una mayor facturación a nivel tarjetahabiente, sobre todo cuando hay una redención de puntos.Cenas especiales, viajes, acceso a los mejores eventos preparados especialmente y otras experiencias es lo que ahora ofrece Santander Unique Rewards.Hosted by Alex Saul Show Notes 1) Katia Cortes2)Santander3) Santander Unique Rewards4)“El poder del Cábala”. Author: Yehuda Berg

Kate O' Brien has been the General Manager of Loyalty at Air New Zealand for the past five years. Kate leads and holds responsibility for the Loyalty business including strategy development and execution, partner relationships and negotiations, airline loyalty tiers and benefits, data and analytics and P&L ownership.Hosted by Carly NeubauerShow notes:1) Kate O' Brien2) Air New Zealand3) Air Points4) Dare to Lead: Brave Work. Tough Conversations. Whole Hearts. - Brené Brown

The Wiser Loyalty podcast series is a joint production of Let's Talk Loyalty and The Wise Marketer. Twice a month, WMG CEO Bill Hanifin and CMO Aaron Dauphinee bring you an interview with an executive who has transformed strategy into practical application to generate business results.Our guest today is Ashley Deibert, Chief Marketing Officer, Marigold. Ashley leads marketing at Marigold and oversees global go-to-market strategy, brand positioning, and expanding the company's presence across North America, Latin America, EMEA, APAC, and Japan. Ashley is recognized for her ability to overhaul marketing infrastructures, define go-to-market strategies, and scale multi-million-dollar growth globally.We cover lots of ground in this conversation, while digging into a new report from Marigold, The 2025 Consumer Trends Index (CTI). The report examines what makes today's consumers tick and offers insights across multiple dimensions of cross-channel marketing and explores how brands can create relevant marketing experiences that turn customers from fickle to faithful.Hosted by Bill HanifinShow Notes:1) Ashley Deibert2) Marigold3) The 2025 Consumer Trends Index (CTI).4) The First 90 Days: Critical Success Strategies for New Leaders at All Levels by Michael D

Customer advocacy and emotional loyalty are driven by value-based alignment rather than product, service and price points. Explore a new take on customer loyalty from the latest whitepaper from Yuping Liu-Thompkins, Professor of Marketing at Old Dominion University and Director of Loyalty Science Lab. Her latest whitepaper: The Politics of Brand Loyalty unpacks US consumer views on values alignment and how ideological views impact brand decisions.Hosted by Amanda CromhoutShow Notes:1) Yuping Liu-Thompkins2) Old Dominion University3) Loyalty Science Lab.4) The Politics of Brand Loyalty

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today's topic is an industry favourite – we're here to talk about “Profitability in Loyalty and Strategies for extracting MAXIMUM value from Your Programme.”Our guest is Priyanka Lakhani who is a Senior VP at the Collinson Group.Collinson is perfectly positioned to lead the conversation about “Profitability in Loyalty” as a global company dedicated to helping the world to travel with ease and confidence for more than 30 years. Please enjoy this conversation about programme profitability with Priyanka Lakhani from Collinson.This episode is sponsored by Collinson Group. Show notes:1) Priyanka Lakhani2) Collinson Group3) Let's Talk Loyalty: Priyanka Lakhani on Loyalty Programme Profitability | Collinson Group4) AI and the future of humanity | Yuval Noah Harari at the Frontiers Forum - Yuval Noah Harari5) Sapiens A Brief History Of Humankind By Yuval Noah Harari (Book)6) Let's Talk Loyalty: Priyanka Lakhani on Loyalty Programme Profitability | Collinson Group

In this episode Charlie Hills interviews Kate Wheaton, the Head of Strategy for Ogilvy One. Through her long career, Kate has worked on some of the UK's most effective and loved loyalty programmes for brands such as Sainsbury's, Tesco, Boots, Vodafone, British Airways, Waterstones and Pets at Home. She enjoys the combination of strategic rigour and creativity that modern loyalty demands to be successful.Today we will be learning about her favourite book and loyalty programmes, highlights and key learnings from the programmes she has worked on and all about the new loyalty white paper from Ogilvy One “Loyalty in the Age of the Emotional Consumer”.Hosted by Charlie Hills Show Notes :Kate WheatonOgilvy OneOglivy - Ideas - Loyalty -Age- Emotional ConsumerEuropean Loyalty WhitepaperMando-ConnectThe Power of Moments: Why Certain Experiences Have Extraordinary Impact

The Wiser Loyalty podcast series is produced in partnership between Let's Talk Loyalty and The Wise Marketer™. Throughout 2024, Wise Marketer Group's (WMG) CEO, Bill Hanifin, and CMO, Aaron Dauphinee, shared their insights on topics inspired by courses from the Loyalty Academy's™ Certified Loyalty Marketing Professional™ (CLMP™) curriculum.In 2025 we shift from this academic focus to seek out insights from practitioners of the trade from the C-Suite. Twice a month, we will bring you an interview with a C-level executive who has transformed strategy into practical application to generate business results.In this episode Aaron speaks with CLMP™ and loyalty academic, Darron Kirkley from the University of South Carolina (USC). Darron is one of less than a handful of instructors in the USA who have created a university level class focused on the discipline of loyalty. His course, Hospitality Loyalty Strategy, is taught through USC's College of Hospitality, Retail and Sport Management and Darron is a steward of the hospitality sector. Darron shares his unique perspective into the mindshare of the next generation of loyalty marketers. We also discuss the drivers of loyalty in hospitality and the go-forward state for the loyalty industry.Show notes:1) Darron Kirkley2) USC's College of Hospitality, Retail and Sport Management3) University of South Carolina (USC)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today's episode features a truly global loyalty perspective coming from Indonesia, which is in fact the 4th most populous country in the world!Our featured brand is one of the largest retail conglomerates in Indonesia with nearly 200 stores and a market leadership position particularly in the kids and baby segment.Kanmo Group is the official distributor for Indonesia of multiple world class brands and their portfolio includes global icons such as Mothercare, COACH, Adidas, Havaianas, Liverpool Football Club & Nespresso.Our guest is Rajesh Grover, Kanmo's Group Vice President of AI, Digital and Omnichannel, which includes responsibility for the Kanmo Circle loyalty programme.Separately, Rajesh has also recently written and published a book called “Start Unselling Now” which introduces his customer-first approach that prioritizes the buying journey over sales targets.Please enjoy this episode from the Kanmo Group in Indonesia.Show notes:1) Rajesh Grover2) Kanmo Group3) Kanmo Circle4) Start Unselling Now: The Sales Manifesto for Winning Customers (Book)5) One Click: Jeff Bezos and the Rise of Amazon.com (Book)

This episode is in Spanish and is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.En el episodio de hoy está con nosotros Cristian Ortiz, CEO de LATAM Pass, uno de los programas de viajero frecuente más grande deLatinoamérica con 49 millones de socios. Nos describe cómo ha evolucionado elprograma a lo largo de los últimos años, pasando de un modelo de coalición,anteriormente conocido como Multiplus, a lo que es ahora. Nos comentó comoconectar con los socios del programa para que se mantengan enganchados con lapropuesta de valor y como extenderla para estar presentes con el socio todos losdías.Hosted by Alex Saul.Show Notes:- 1) Cristian Ortiz2) LATAM Pass3) Start with Why by Simon Sinek (Book)

The Wiser Loyalty podcast series is a joint production of Let's Talk Loyalty and The Wise Marketer. Throughout 2024, WMG CEO Bill Hanifin and CMO Aaron Dauphinee shared their insights on topics inspired by courses from the Loyalty Academy™' Certified Loyalty Marketing Professional™ (CLMP™) program.In 2025 we shift from this academic focus to seek out insights from practitioners of the trade such as our CLMPs and/or those operating from the C-Suite. Twice a month, we will bring you an interview with an executive who has transformed strategy into practical application to generate business results.Today's guest is Dave Sims, a well-known professional in North American loyalty circles. Dave is a Navy veteran who started his career with Proctor & Gamble and had early experiences creating business value using customer data while operating a startup. He has since been in a leadership role in the customer loyalty efforts at notable brands including DSW Shoes, GNC Nutrition, LaQuinta Hotels, and Nordstrom. He most recently served as Chief Marketing Officer for a large franchisee of Orange Theory Fitness.Dave shares insights on the future of loyalty, how to get support from the C-Suite, the tension between acquisition and retention, gamification and more. Hosted by Bill HanifinShow Notes: 1) Dave Sims2) Orange Theory Fitness3) Bill Hanifin4) The Wise Marketer.

Arvind Fashions Ltd is a USD 500 m turnover fashion business, which has been in existence for over 30 years. Its loyalty base boasts over 10 million customers across its five different loyalty programmes. Tanya Alexander is AVP loyalty and Operations at Arvind Fashions Ltd and shares her challenges of operating five+ loyalty programmes, using customer-relevant channels and how she sees the role of AI driving faster hyper personalisation to better serve the Indian fashion market.Hosted by Amanda CromhoutShow Notes : 1) Tanya Alexander 2) Arvind Fashions Ltd3) The Ken 4) Forrester Research 5) Mckinsey Insights

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today we're bringing you an incredibly exciting episode with NASCAR which is otherwise known as The National Association for Stock Car Auto Racing.NASCAR is the sanctioning body for the number one form of motor sports in the United States.Based in Daytona Beach, Florida, NASCAR sanctions more than 1,200 races annually in eleven countries and more than thirty U.S. states.Our guest for today's episode is Donald Baal, Senior Director of Fan Loyalty for NASCAR Rewards who explains more about the sport, the multi-generational loyalty that already exists with fans and some of the fantastic reasons why the business made the decision to invest in a formal loyalty programme to build that emotional connection even further.Show notes:1) Donald Baal2) NASCAR3) NASCAR Fan Rewards4) The Ride of a Lifetime: Lessons in Creative Leadership from the CEO of the Walt Disney Company (Book)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.2025 is the time of year that leading industry brands share their incredible insights and research as a way to support our industry, so I'm delighted today to be joined by our longest-standing sponsor and partner of the show as one amazing brand that does exactly that.Comarch is a leading global IT company founded in Poland in 1993 which employs over 6,000 people, powering the technology needs of more than 40,000 companies worldwide.Comarch is also one of the most dedicated software companies in the world when it comes to its focus on loyalty marketing software.As part of that focus, I'm thrilled to be today helping them to launch their Customer Loyalty Predictions 2025 Report – focused on AI, Privacy and Sustainability - which was conducted by Comarch in partnership with the Global Loyalty Organisation.Joining me in the studio today to share insights from this global study are Lukasz Dubiel and Joanna Witsch from Comarch.I hope you enjoy their insights on these key loyalty topics which are so relevant for 2025 and beyond!This episode is sponsored by Comarch.Show Notes :1)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today, we are delighted to be chatting with a leading regional loyalty and lifestyle program in the GCC called Blue Rewards, which is the rewards and lifestyle app for the Al-Futtaim Group.Founded in the 1930s, the Al-Futtaim Group is a family-owned business that has evolved into a leading conglomerate across automotive, retail, real estate, and finance sectors in more than twenty markets.Our guest is Geeta Raghuvanshi, who is the Chief Technology and Data Officer for Blue Rewards, which operates in the GCC, Egypt, Singapore, and Malaysia.In this fun and insightful conversation, Geeta shares with us the overall Blue Rewards Programme and proposition, as well as some major evolutions and enhancements that the Al Futtaim Group have achieved in partnership with our friends in Capillary Technologies. Together, they've grown the program from a simple cash back concept through to a major lifestyle brand which is now operating as an independent business within the group.Please enjoy this conversation with Geeta Raghuvanshi from the Al Futtaim Group.Show notes:1) Geeta Raghuvanshi2) Al-Futtaim Group3) Blue Rewards4) The Upside of Disruption: The Path to Leading and Thriving in the Unknown (Book)

Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons. United Airlines remains the largest airline in the world with 244.4 billion revenue passenger miles flown in 2023, and their loyalty insights, even though recorded in November 2023 are ever-green. This re-release has also given us the chance to publish this on our dedicated Loyalty TV website (previously just available on Youtube) as well as our usual podcast channel (of course). It comes as United Airlines last week announced record fourth quarter profits for Q4 2024 and when we spoke, our guest Luc Bondar COO and President of MileagePlus shared how they achieved some of their superb results for their 110+ million MileagePlus members. Show Notes:1) United Airlines2) MileagePlus® program3) Luc Bondar, COO and President of MileagePlus

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today, we are thrilled to be sharing global loyalty insights from a woman who is truly on a mission to drive our industry forward.Zsuzsa Kecsmar is the Co-Founder & Chief Strategy Officer of Antavo AI Loyalty Cloud, a loyalty software company she co-founded almost 14 years ago.Zsuzsa was also chosen last year as the “International Loyalty Personality of the Year”, partly because of her incredible work creating the Global Customer Loyalty Report which last year was downloaded by over 8,000 loyalty professionals.As you can imagine, Zsuzsa has even greater ambitions for the 2025 Global Customer Loyalty Report which was just released in the last couple of weeks and contains some incredible insights from both loyalty industry professionals as well as direct insights from over 10,000 loyalty programme members.Today Zsuzsa also shares all of the latest AI-led loyalty technology innovations at Antavo which are being designed and built based on feedback from some of their incredible global clients.I hope you enjoy our conversation with Zsuzsa Kecsmar from Antavo AI Loyalty Cloud.This episode is sponsored by Antavo AI Loyalty Cloud. Show notes:1) Zsuzsa Kecsmar2) 2025 Global Customer Loyalty Report3) Antavo AI Loyalty Cloud4) The Definitive Book Of Body Language by Allan Pease (Book)5) Loyalty Programs: The Complete Guide by Philip Shelper (Book)