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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/

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  • 793 episodes
  • Updated Thursday

Episodes793

Newest first
  • Oct 16, 2025 · 40 min

    BILT Rewards Surges Forward | Archive episode (#713)

    This episode is available in audio format on our Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV. This episode was recorded in 2024 and features one of the few brands we’ve had on the show for a third time. BILT Rewards is the first ever loyalty program that rewards people for simply paying their rent and spending locally in their neighbourhood, no matter where they live. BILT Members can earn points and access exclusive benefits on rent payments, and now also at local restaurants, pharmacies, fitness studios and other merchants, and it is ranked the highest-value point currency by top consumer loyalty publications. As a company, *BILT Rewards has raised several rounds of funding, valuing the company most recently at $3.25 BN. Our guest, Dave Canty, is SVP and Head of Loyalty for BILT Rewards, someone with truly impressive loyalty credentials in brands including Jetblue and IHG. I hope you enjoy our conversation. Note* Bilt has fully evolved into a housing and neighborhood commerce platform, with its most recent valuation close to $11 billion. Show Notes: 1) Dave Canty 2) BILT Rewards 3) LTL #135: Loyalty Industry Innovation – RENT Should Be Rewarding 4) LTL #261: Building Bilt Rewards from Strength to Strength

  • Oct 14, 2025 · 35 min

    Crafting Loyalty with a Luxury Touch: Inside Lalit Suri Hospitality Group (#712)

    Join Monika Sharma and Juber Shaikh from the Lalit Suri Hospitality Group, one of India’s leading luxury hotel brands. Discover how they’ve built a strong brand, the history of loyalty within the group, and how their loyalty programme is designed to truly reflect the luxury experience—creating a programme with a difference. Hosted by Paula Thomas Show notes: 1) Lalit Suri Hospitality Group 2) The LaLit Loyalty 3) Juber Shaikh 4) Monika Sharma 5) Book recommendation: Thinking Out Loud - Keeping Nothing Behind 6) Book recommendation: Grand Central Publishing Delivering Happiness: A Path to Profits, Passion and Purpose

  • Oct 9, 2025 · 45 min

    10 Standout Episodes: Live Reflections from International Loyalty Leaders Summit (#711)

    This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV. Join us for a special live recording of Let's Talk Loyalty and Loyalty TV, captured on stage at the International Loyalty Leaders Summit! In this episode, our wonderful hosts Amanda Cromhout and Carly Neubauer reflect on 10 standout episodes from the past two years, sharing insights, highlights, and lessons learned from some of the most inspiring leaders in loyalty. This is a celebration of connection, storytelling, and the power of loyalty in action—live and unfiltered! Show Notes: 1) Amanda Cromhout 2) Carly Neubauer 3) Truth Loyalty 4) Elevate Loyalty 5) OneTapGroup 6) Amanda's Episodes 7) Carly's Episodes

  • Oct 7, 2025 · 39 min

    Inside Maxol: A CEO’s Vision for Customer Loyalty (#710)

    This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV. MAXOL is Ireland's leading, family-owned forecourt and convenience retailer. It was founded in 1920 by William McMullan and operates over 250 service stations across Ireland, offering fuel, convenience items, and food through its proprietary ROSA coffee and Maxol Deli brands. Maxol introduced a new mobile loyalty app in 2022 that integrates a digital loyalty program FuelPay, a carbon offset program, and loyalty offers centered on ROSA coffee and its car wash business. This interview with Brian Donaldson, CEO Maxol Group looks deeply into the strategic vision for customer loyalty held by MAXOL and will give you an insider’s view of why customer loyalty is important to the C-Suite. Hosted by Bill Hanifin Show Notes: 1)Brian Donaldson 2) MAXOL 3) Paddy Mayne: Lt Col Blair 'Paddy' Mayne

  • Oct 2, 2025 · 46 min

    From Data Chaos to Loyalty Success: Insights with HEMOdata (#709)

    This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV. Join us with Dustyn Smith and Luke Cann, founders of HEMOdata, as they share how organizations can turn fragmented data into actionable insights. Learn about purposeful data collection, breaking silos, AI done right, and building loyalty programs that truly engage customers. Hosted by Lisa Brightwell Show Notes: 1) Dustyn Smith 2) Luke Cann 3) HEMOdata 4) Book Recommendation: The ONE Thing 5) Book Recommendation: Business Stripped Bare

  • Sep 30, 2025 · 39 min

    PAYBACK (Germany) Shares Its Latest World Class Successes | Archive episode (#708)

    To mark the 25th PAYBACK anniversary, we are delighted to show you once again our interview with Berni Brugger, CEO of the PAYBACK Group. This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV. PAYBACK is an award-winning customer loyalty program which began in German twenty-five years ago, and now operates in multiple countries worldwide. The business is part of the American Express Group and it also operates as a multi-channel marketing platform and TECH company. When it comes to coalition loyalty, the PAYBACK programme is undoubtedly one of the best in the world. Today, the program boasts over 700 partners, 35 million customers and 16 million app users. The new major partners Edeka, Netto and Sparkassen have now successfully become partners. I hope you enjoy my conversation with Bernhard Brugger from PAYBACK. Hosted by Paula Thomas Show notes: 1) Berni Brugger 2) PAYBACK Group 3) Edeka 4) Netto 5) Marktkauf 6) Watch the full video interview at www.Loyalty.TV

  • Sep 25, 2025 · 53 min

    Walmart Mexico: Loyalty Through Trust, Not Points (#707)

    This episode is also available in video format on www.Loyalty.TV and on our Youtube channel. In today's episode Mariana Fonseca Medina shares how Walmart Mexico & Central America builds customer loyalty through everyday low prices, the right assortment, convenience, and deep customer insights—without traditional points programs. Learn how omnichannel shopping, financial services, telco solutions, health offerings, and AI-driven CRM create trust, relevance, and habitual engagement with customers. Hosted by Bridget Blaise-Shamai Show Notes: 1) Mariana Fonseca Medina 2) Walmart Mexico 3) Walmart Pass 4) Think Again 5) Mindset

  • Sep 23, 2025 · 47 min

    Panel: Loyalty no es marketing; es EBITDA (#706)

    This episode of Let's Talk Loyalty & Loyalty TV is in Spanish and this episode was recorded live. Bienvenidos al panel de Customer Loyalty. Hoy queremos elevar la conversación: la lealtad no es puntos, cupones ni cashback; es una ciencia y un arte con metodología que genera conocimiento del cliente y rentabilidad. Debatiremos la tesis: la lealtad de las marcas a sus clientes no es un tema de marketing; es un factor fundamental de generación de EBITDA. Comúnmente las empresas confunden los programas de lealtad como generadores de costos y gastos y pocas veces tienen la visión de que pueden ser una fuente de ingresos incrementales para el negocio. Para llegar a este conocimiento, es necesario desmitificar varios preceptos incorrectos que existen en esta materia. Se requiere tener una estrategia clara para que el diseño del programa cumpla con la encomienda de ser un centro de ingresos y no de costo. Nos acompañan tres expertos que han diseñado, implementado y operado programas de lealtad reales: Fernando Jiménez, Carlos SanRomán y Raziel Rocha. Vamos a explorar variables financieras, gestión eficiente del pasivo, gamificación, efecto “loyalty currency”, redención y cómo llevar un programa al siguiente nivel, entre otros temas. Hosted by Alex Saul. Show Notes: 1) Fernando Jimenez 2) Carlos SanRomán 3) Raziel Rocha 4) The Business of Expertise – David C Baker 5) Carlos SanRomán: Loyalty Programs Currency Effect – Evert De Boer / Xiao Yao Chin 6) Freedom from the Known– J. Krishnamurti

  • Sep 18, 2025 · 34 min

    Nedbank Greenbacks delights its clients through bank-wide loyalty (#705)

    This episode is also available in video format on www.Loyalty.TV and on our Youtube channel. South Africa is home to one of the world’s most mature and competitive loyalty markets, particularly in retail banking. In this episode, Dharmesh Bhana, Executive of Loyalty & Rewards at Nedbank shares the 20-year evolution of the Greenbacks programme,its transformation into a bank-wide loyalty initiative, and how it has been performing since its latest re-launch early last year. Hosted by Amanda Cromhout Show Notes: 1) Dharmesh Bhana 2) Nedbank 3) Greenbacks programme 4) The Remarkable Rocket 5)#120: Innovative Ideas Driving Banking Loyalty in South Africa

  • Sep 16, 2025 · 1 hr

    From Best Kept Secret to Industry Movement: Loyalty Methods Powering 7-Eleven, MGM, BP, and More (Ep 704)

    This episode is also available in video format on www.Loyalty.TV and on our Youtube channel. Loyalty Methods was last on our show almost two years in late 2023, when they described themselves as “Loyalty’s Best Kept Secret” . Right now, they are successfully powering some of the industry’s MOST engaged loyalty programs including 7-Eleven’s 7 Rewards, MGM Resorts & Casinos, Western Union, BP USA and Speedway, among others. Chris Sandstrom, Vice President of Sales and Marketing at Loyalty Methods, and CEO and CTO Emil Sarkissian, join us to share some of their unique strategies which have allowed them achieve this incredible client list. They also share their outlook on AI and some exciting insights on what the future holds for Loyalty Methods now that "their moment has come". This episode is sponsored by Loyalty Methods. Show notes: 1) Loyalty Methods 2) Emil Sarkissian 3) Chris Sandstrom 4) First, Break All the Rules (Book) 5) Winning (Book)

  • Sep 11, 2025 · 44 min

    Marriott Bonvoy Leads the Way in Global Hospitality Loyalty (#703)

    This episode is also available in video format on www.Loyalty.TV and on our Youtube channel. Jitendra Jain is VP PRISMA EMEA for Marriott Bonvoy. PRISMA stands for Partnerships, Revenue Operations, Insights, Strategy Marriott Bonvoy & Analytics. Marriott Bonvoy is the largest hospitality loyalty brand in the world with 248 million members. Two out of three stays are loyalty members at Marriotthotels worldwide. Marriott Bonvoy has an impressive ecosystem of partnerships, as well as a rational-based customer value proposition, coupled with tying emotional loyalty into members’ lives through its Moments platform. Hosted by Amanda Cromhout Show Notes: 1) Jitendra Jain 2) Marriott Bonvoy 3) Co- Intelligence

  • Sep 9, 2025 · 39 min

    SAS Group in Scandinavia - Global Alliance Strategy and an Award-Winning Campaign (#702)

    This episode is available in audio format on our Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV. This republished episode features the SAS Group, the Swedish airline holding company originally formed in 1946 after the merger of the three Scandinavian flag carriers serving Sweden, Denmark and Norway. It is now Scandinavia’s leading airline, offering the most departures to, from and within Scandinavia. Like many airlines, the SAS Group has made significant changes to its corporate structure over the years and particularly this year to its global alliance strategy. SAS was one of the original founding members of the Star Alliance in 1997 which it left on 31 August 2024 and it then joined Skyteam the very next day on September 1st 2024! It’s an incredible story. Joining us to share some insights on their loyalty program and some recent award-winning loyalty-led campaigns is Olivia Wasniewski, who is the Head of the EuroBonus Program operated by SAS. Show notes: 1) Olivia Wasniewski 2) SAS Group 3) SAS EuroBonus 4) Watch the full video interview for free

  • Sep 4, 2025 · 44 min

    Inside Travelex Plus: Chris Frost on Personalisation and Customer Experience (#701)

    In this episode Charlie Hills is delighted to interview Chris Frost, the Senior Product Manager for Customer Experience & Loyalty for Travelex. Chris is a Senior Product Manager specialising in customer experience, personalisation, and loyalty at Travelex, where he leads the development of martech and CRM platforms to unlock customer data and drive long-term value. With a career spanning customer engagement, personalisation, and product innovation, he helps global brands turn data into impactful, loyalty-building experiences. Today we’ll be learning about his favourite books, all about the new Travelex Plus programme and his unique insights from a Product Manager’s point of view on how to launch programmes. Hosted by Charlie Hills Show Notes: 1) Chris Frost 2) Travelex 3) Travelex Plus 4) Inspired by Marty Kagan 5) Radical Focus

  • Sep 2, 2025 · 33 min

    How Metcash is Redefining Loyalty with the Relaunched IGA Rewards Program (#700)

    In this episode of Let’s Talk Loyalty and Loyalty TV, Carly Neubauer speaks with Claudia van de Tonnekreek, Head of the relaunched IGA Rewards program at Metcash. With over a decade of experience leading the American Express rewards program, Claudia brings deep expertise in creating customer-centric loyalty strategies. She shares how IGA is focusing on targeted offers and cashback rewards while ensuring customers feel seen, heard, and understood. From her early inspiration with cereal box promotions to today’s challenge of delivering value without overwhelming customers, Claudia discusses the importance of curiosity, authenticity, and human connection in loyalty marketing. Hosted by Carly Neubauer Show Notes: 1) Claudia van de Tonnekreek 2) MetCash 3) IGA Rewards 4) Eleven Rings

  • Aug 28, 2025 · 49 min

    Visa’s Andy Chalcroft: Co-Brands, Loyalty Programs, and Engaging the Next Generation (#699)

    This episode is also available on Loyalty TV. In this episode Charlie is delighted to welcome Andy Chalcroft, the Vice President, Head of North America Co-brand and Global Center of Excellence for VISA. Andy leads the co-brand program development across US and Canada, and supports globally. He helps in market, regional and global teams deliver world leading co-brands and partnerships for Visa clients, focusing on every aspect from new business development to existing portfolio enhancement. Andy brings a deep experience of Co-brand, Cards, Loyalty, and banking having led the Visa Co-brand partnership development function in the Asia Pacific region before relocating to the North America. Today we’ll be learning about his favourite books, the secrets behind co-branded cards, all about VISA and loyalty programs that actually work, and how to engage Gen Z. Hosted by Charlie Hills Show Notes : 1) Andy Chalcroft 2) VISA 3) European Loyalty Whitepaper 4) Mando-Connect 5) A Brief History of Time by Stephen Hawking (Book)

  • Aug 26, 2025 · 48 min

    Fidelización a escala global en hotelería: el caso MeliáRewards (Spanish Episode) #698

    This episode of Let's Talk Loyalty & Loyalty TV is in Spanish. En el nuevo episodio de Let’s Talk Loyalty en Español conversé con María Romero Panizo, de MeliáRewards (Hoteles Meliá). Hablamos de cómo está diseñado el programa, cómo se opera en la red global de hoteles, y del rol de la data y del apoyo C-level para convertir la lealtad en una verdadera palanca de negocio. En este episodio: · La estructura de MeliáRewards y sus pilares. · Cómo escalar la operación del programa a nivel mundial sin perder cercanía con el huésped. · La data como base para personalizar, medir y decidir. · Por qué el patrocinio del C-suite puede marcar la diferencia entre “un programa más” y una estrategia de crecimiento. Hosted by Alex Saul Show Notes: 1) María Romero Panizo 2) MeliáRewards 3) Start with Why . Simon Sinek

  • Aug 21, 2025 · 37 min

    Amtrak’s Embarking on its New Ambition (#697)

    This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. In today's episode Aaron Dauphinee, from the Wise Marketer Group speaks with Lisa Copeland who is the VP of Loyalty and Customer Engagement for Amtrak. Amtrak is the national passenger railroad company for the United States with more than 32 million passengers stepping aboard Amtrak’s trains in 2024 and the rail line also sees 87K rides on 300+ trains daily. Prior to Lisa's career she held a balance of Customer Engagement and Brand roles at powerhouse brands such as Lowe's, Hilton and Pandora. This has her bringing forward a set of changes at Amtrak that will properly see Brand Marketing and Customer Loyalty delivered in unison to provide their customers with experiences, benefits and rewards, and product innovation (i.e. new train design and features) to create a viable alternative to air and car travel. It's a conversation about delivering big "L" loyalty that you will not want to miss. Show Notes: 1) Lisa Copeland 2) Amtrak 3) The Wise Marketer™ 4) Unreasonable Hospitality - AudioBook 5) Unreasonable Hospitality - Book

  • Aug 19, 2025 · 40 min

    Loyalty Lessons ex Starbucks USA – Joy Das Gupta (#696)

    Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons. Our guest Joy Das Gupta has built an incredible career in loyalty, spending over thirteen years shaping many of the most exciting and innovative propositions at Starbucks in the US market. Now an independent loyalty consultant, Joy works with clients such as Brooks Running and has previously supported global brands including Coca-Cola, Stanley Black & Decker, Cisco Systems, and Samsung during his time at Merkle. In this episode, Joy shares valuable insights along with common pitfalls that loyalty professionals should watch out for, making this conversation as relevant today as ever. Listen to enjoy our conversation with Joy Das Gupta from Das Gupta Consulting LLC. Show Notes: 1) Joy Das Gupta 2) Watch the full interview at www.Loyalty.TV

  • Aug 14, 2025 · 45 min

    Head of Myer One Shows Why It’s the World’s Best Loyalty Programme (#695)

    This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Recognised as the most decorated loyalty brand in global awards, Myer One has been on an extraordinary journey of transformation since 2019. In this episode, Rob Pope, GM Customer at Myer, reveals how the program has evolved into the ‘beating heart’ and ‘engine room’ of Australia’s second-largest apparel retailer. With data as the driving force, Myer One has crafted a powerful, customer-first success story. Hosted by Amanda Cromhout. Show Notes: 1) Myer One 2) Intrapreneuring (Book)

  • Aug 12, 2025 · 41 min

    Lisa Brightwell from Bright Insights Consulting Joins the LTL / LTV Hosting Team (694)

    This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Hosted by Paula Thomas, today's episode features the announcement of guest host Lisa Brightwell – the Founder and Managing Director of Bright Insights Consulting - a boutique loyalty consultancy firm based in the UAE. Bright Insights is a renowned consulting firm who are designing, building and running loyalty programs for some of the best known and most respected brands in this region. In today’s episode, you’ll hear the extraordinary expertise that Lisa will be sharing with you each month, including her own insights, insights from her guests and her extended team of industry experts. Please enjoy today’s conversation with Lisa Brightwell from Bright Insights Consulting. Show notes: 1) Lisa Brightwell 2) Bright Insights Consulting 3) The Monk Who Sold His Ferrari