Dec 23, 2025 · 2 min
LT
Business
Let's Talk Loyalty
Paula Thomas
“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals.
If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world.
Check out our website on: http://www.letstalkloyalty.com/
- 793 episodes
- Updated Thursday
Episodes793
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Dec 18, 2025 · 51 minVirgin Active Rewards: Turning Wellness into Lasting Habits (#732)
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 Witsch This episode is sponsored by Comarch Show Notes: 1) Ros Netto 2) Virgin Active 3) Book recommendation: The Happiness Project
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Dec 16, 2025 · 48 minLoyalty Beyond Points: Designing Experiences That Truly Connect (#731)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Steve Habbi , award-winning brand leader, shares how loyalty goes beyond points. Discover how utility, seamless experiences, emotional resonance, and AI-driven personalization can turn customers into lifelong fans. From HSBC and the London Stock Exchange to Formula One, learn actionable insights on building loyalty through memorable experiences. Hosted by Nyeleti Sue-Angel Nkuna Show notes: 1) Steve Habbi 2) Soler Coaster 3) Book Recommendation: Guns, Germs, and Steel: The Fates of Human Societies
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Dec 11, 2025 · 37 minNow Built the Way People Travel – Choice Hotels’ Choice Privileges has Changed! (#730)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Over the past year Choice Hotels has made changes to their customer loyalty and rewards program, Choice Privileges, and following their most recent announcement we were fortunate to reconnect with Nandika Suri who is their Vice President of Loyalty, Cobrand Card and Partnerships for Choice Hotels International. The conversation flows from her impressive career in Travel and Retail loyalty at leading brands beyond Choice Hotels, which include Under Armour and United Airlines, to the reasons why she's implementing changes to the program. Nandika shares the impact already seen by the hotelier, most of which are franchise owned and operated, and the new value exchanges available to all customer types - those staying only a few times a year through to their new Titanium level members. Hosted by Aaron Dauphinee Show Notes: 1) Nandika Suri 2) Choice Hotels International 3) Choice Privileges 4) Book recommendation: The Loyalty Effect
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Dec 9, 2025 · 47 min30 years of Award-Winning Loyalty Leadership in Health & Beauty Retail (#729)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Dr Melanie Van Rooy talks openly in this podcast about what it takes to run a 30 year old leading loyalty programme which delights almost 13 million active members. Clicks ClubCard won three awards at this year’s South African Loyalty Awards and most notably Team of the Year. Clicks Clubcard represents 84% of sales of its iconic mother brand, Clicks and members enjoy a 90% redemption rate. These are hard-hitting loyalty KPIs which position perfectly as South Africa’s most used loyalty programme. Hosted by Amanda Cromhout Show Notes:- 1) Melanie Van Rooy 2) Clicks 3) Clicks ClubCard 4) Book recommendation : Primal Leadership 5) Book recommendation: Never Split the Difference
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Dec 4, 2025 · 51 minThe Art of Loyalty: Insights from Nectar (#728)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. In this episode we are delighted to interview Shaun Hatrick, the Director of Partnerships and Business development for Nectar. Shaun is an expert in the loyalty and marketing space with almost two decades of experience shaping partnership and customer engagement strategies. Over his career, he’s led the development and launch of innovative loyalty and marketing propositions for some of the world’s most recognised brands — including American Express, British Airways, Sobeys, Esso, and more. As Director of Nectar Partnerships and Business Development, he brings together data, creativity, and commercial insight to build meaningful, high-value relationships across the Nectar coalition. His focus is on driving growth through collaboration — connecting brands with millions of customers in ways that deliver real, measurable impact. Today we will be learning about his favourite books, highlights and key learnings from the programmes he has worked on and all what loyalty looks like now and in the future for Nectar. Hosted by Charlie Hills Show Notes : 1) Shaun Hatrick 2) Nectar 3) Podcast Recommendation: Good Hang with Amy Poehler 4) Podcast Recommendation: Las Culturistas
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Dec 2, 2025 · 45 minDLF Mall Rewards: Blending Human and Digital to Delight Customers (#727)
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 Dauphinee Show notes: 1) Shivaji Choudhary 2) DLF Mall Rewards 3) DLF 4) Book Recommendation: Barking Up the Wrong Tree
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Nov 27, 2025 · 38 minHow Landmark Reimagined Loyalty: The Shukran Program Story (#726)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. In this episode of Let's Talk Loyalty and Loyalty TV, we sit down with Aoun Raza and Emily Ong from Landmark Group’s Shukran program, one of the GCC’s most successful loyalty programs with over 14 million active members. They also discuss Shukran’s program revamp, its impact on engagement, and strategies for building lasting loyalty. Hosted by Lisa Brightwell. Show Notes: 1) Aoun Raza 2) Emily Ong 3) Landmark Group 4) How to Lead in Product Management by Roman Pickler - Book recommendation 5) Never Lose A Customer Again by Joey Coleman - Book recommendation
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Nov 25, 2025 · 42 minGlobal Loyalty at Shell: Insights, Strategy & Impact (#725)
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 Koliakin 2) Kanan Nabar 3) Shell 4) Book recommendation: Personalized: Customer Strategy in the Age of AI 5) Book recommendation: Strengths Based Parenting
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Nov 20, 2025 · 38 minConnecting Consumers and SMBs: Insights on Loyalty Programs with Kate Booth (#724)
Canada is very well known for its coalition loyalty programs and proprietary programs that expand earn and redemption opportunities through strong partnerships. RMG Loyalty, nearing its 25th year, specializes in small business loyalty solutions and manages partnerships that link SMBs to major rewards programs. Specifically, they have managed SMB programs for the AIR MILES rewards program and More Rewards, which has extended the earning opportunities for members of these programs. Kate Booth is the President of RMG Loyalty and she has been instrumental in creating successful customer programs, consumer and small business, for RMG Loyalty’s clients. We will get her perspective on the value of B2B/SMB loyalty programs and how consumer programs can benefit from an integrated strategy that considers both consumers and small business owners. Hosted by Aaron Dauphinee Show notes: 1) Kate Booth 2) RMG Loyalty 3) AIR MILES rewards program 4) More Rewards 5) Book recommendations: The Science of Scaling
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Nov 18, 2025 · 40 minLoyalty Innovation in Global FMCG and Telecommunication Brands with MSET (#723)
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 Bal 2) Rajesh Srimalani 3) MSET 4) Book Recommendation: Predictably Irrational 5) Book Recommendation: Outliers
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Nov 13, 2025 · 29 minAustralian Loyalty Insights Report 2025 (#722)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. In its 3rd year, the Australian Loyalty Insights Report reveals three main themes. This report is brought to the loyalty industry by The Australian Loyalty Association and the Association's CEO, Sarah Richardson unveils the insights to us in this podcast. The top three themes revolve around The AI revolution, cost of living crisis and the role loyalty plays to combat this and the need for programme delivery to be seamlessly executed. The report is sponsored by Mastercard and showcases the views of over 3700 Australians surveyed, combined with social listening and trend analysis. Hosted by Amanda Cromhout Show Notes : 1) Sarah Richardson 2)The Australian Loyalty Association 3) Australian Loyalty Insights Report 4) Thick Face, Black Heart : Book Recommendation
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Nov 11, 2025 · 57 minBrand Before Business: How Tekla Turns Experience into Loyalty (#721)
In this episode of Let’s Talk Loyalty & Loyalty TV we sit down with Kristoffer Windall Juhl , Managing Director and CEO of Tekla, to explore how a digitally-first, Scandinavian brand has built an unwaveringly loyal customer base. From the meticulous care put into Tekla’s products to creating immersive retail experiences, Kristoffer shares insights on brand-led growth, the power of gifting, and how meaningful interactions drive loyalty without relying on conventional points-based programs. Discover the strategy, storytelling, and patience behind cultivating a brand that resonates across generations and geographies, and hear the story behind the name “Tekla.” Hosted by Nyeleti Sue-Angel Nkuna Show Notes 1) Kristoffer Windall Juhl 2) Tekla 3) Acquired Podcast - Podcast Recommendation 4) The Knowledge Project - Podcast Recommendation
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Nov 6, 2025 · 44 minHow Carnival Cruise Line is Redefining Customer Experience with Carnival Rewards (#720)
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 Krishna 2)Carnival Cruise Line 3) Book recommendation: Bring the Noise: The Jürgen Klopp Story
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Nov 4, 2025 · 49 minEnterprise Plus: la estrategia de lealtad de Enterprise Mobility (Spanish Episode) (#719)
This episode of Let's Talk Loyalty & Loyalty TV is in Spanish Hoy en Let’s Talk Loyalty en español converso con Max Everett, Director de Lealtad en Enterprise Mobility. Desmenuzamos Enterprise Plus, la estrategia de lealtad de la marca, su relación con Emerald Club y Emerald Aisle, y cómo juntos crean valor real para el viajero. Hablamos del rol del loyalty en la estrategia de la empresa, sus líneas de negocio y su posición de liderazgo en EE. UU. También abordamos métricas clave y cómo aprenden del cliente para mejorar la experiencia. Un episodio con ideas accionables sobre cultura, datos y experiencias que construyen lealtad. Hosted by Alex Saul Show Notes: 1) Max Everett 2) Enterprise Mobility 3) Book recommendation: Leaders eat last de Simón Sinek.
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Oct 31, 2025 · 7 minPaula's Final Episode (#718)
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.
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Oct 30, 2025 · 55 minEmirates Skywards Silver Jubilee - 25 Years Celebrating Emirates Loyalty Success (#717)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Paula Thomas here today, hosting perhaps the most special and significant episode of our show for me personally - and I can't imagine a more perfect guest and topic today than the Silver Jubilee of the Emirates Skywards programme - the very programme that inspired my career in loyalty 25 years ago! To celebrate this incredible milestone, we’ve recorded a VERY special episode which we shot on location for the first time ever. For those of you watching on Loyalty TV, you will see that I’m sitting in Emirates Group Headquarters in Dubai with the busy runway behind me, and I’m joined in person by Dr Nejib Ben Kheder, Head of Emirates Skywards, who will share some of their strategies and successes over the last 25 years as well as what lies ahead for this iconic programme. It's also my final episode as a host of our show! Six years after I launched "Let's Talk Loyalty", it’s time today for me to hang up my microphone and leave the hosting side of Let's Talk Loyalty and Loyalty TV to our amazing global panel of loyalty marketing professionals. I hope you enjoy my final show as a host, but don’t worry, I’m still here producing the show and leading the business to bring you even more loyalty marketing insights in both audio and video format in the months and years ahead. Now, on with today’s interview with Dr Nejib Ben Kheder from Emirates Skywards. Show notes: 1) Emirates 2) Emirates Skywards 3) Dr Nejib Ben Kheder 4) Book Recommendation: Blue Ocean Strategy 5) Book Recommendation: Extreme Ownership 6) Book Recommendation: From Strength to Strength
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Oct 28, 2025 · 43 minACCOR Plus Innovates Again as a Leading Lifestyle Subscription (#716)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Paula Thomas here and I am thrilled to be back today interviewing the ACCOR Group – a brand that is joining us today for their fifth interview on the show. And in fact, ACCOR is the most frequent brand we’ve interviewed on our show, given the incredibly generous insights we’ve had over the years directly from Mehdi Hemici, the Chief Loyalty and eCommerce officer of ACCOR. Mehdi joins me again today along with Emilie Couton, the CEO of ACCOR Plus, the subscription product from the ACCOR Group, which you’ll hear today is going from strength to strength! Today is also my penultimate episode as a host of our show. I’m hanging up my microphone after six years of conducting interviews to allow our global panel of hosts to continue creating remarkable content for you. It will also allow me time to focus on growing our business, and I’ll be doing from behind the scenes. Exciting times ahead! I hope you enjoy my interview today with Mehdi Hemici and Emilie Couton from the ACCOR Group. Show Notes : 1) Mehdi Hemici 2) Emilie Couton 3) ACCOR. 4) ACCOR Plus 5) Book recommendation(Mehdi): Unreasonable Hospitality 6) Book recommendation(Emilie): The Thin Book of Trust
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Oct 23, 2025 · 33 minSHEIKE Society & the Art of Customer-Centric Loyalty with Mel Grafton (#715)
This episode is available in audio format on our Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV. Join us as we chat with Mel Grafton, Head of Digital and CRM at SHEIKE about launching SHEIKE Society , the brand’s first-ever loyalty program. Discover how putting the customer first, creating memorable experiences, and fostering a strong community can transform loyalty in retail. Mel shares insights from her 20-year journey across fashion, beauty, and e-commerce, and how determination and collaboration made Chic Society a reality in just 9 months. Hosted by Carly Neubauer Show Notes: 1) Mel Grafton 2) SHEIKE 3) SHEIKE Society 4) Book recommendation: The Five Dysfunctions of a Team
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Oct 21, 2025 · 31 minHost Announcement - Nyeleti Nkuna Joins Let's Talk Loyalty & Loyalty TV (#714)
This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. It’s Paula Thomas hosting today and I’m delighted to be chatting with Nyeleti Sue-Angel Nkuna, a customer loyalty strategist with a proven record helping blue-chip global brands forge deeper connections with their customers. Nyeleti is originally from South Africa and she's now based in Copenhagen. In today’s episode, we are announcing Nyeleti as our latest HOST of LTL and LTV. Throughout our conversation, she shares her professional background and how she fell in love with loyalty, as well as some of the extraordinary guests she has coming up for us, particularly focused on Scandinavia. I hope you enjoy today’s conversation with Nyeleti Sue-Angel Nkuna. Show notes: 1) Nyeleti Sue-Angel Nkuna 2) Book Recommendation: Mindset: The New Psychology of Success