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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
  • Mar 20, 2025 · 43 min

    The World's LARGEST Loyalty Programs? (#653)

    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 PhD 2) Aramis Advisors LLC 3) The E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It (Book)

  • Mar 18, 2025 · 54 min

    Santander Unique Rewards #(652)

    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 Cortes 2)Santander 3) Santander Unique Rewards 4)“El poder del Cábala”. Author: Yehuda Berg

  • Mar 13, 2025 · 34 min

    The Three ‘F’s of Loyalty at Air New Zealand (#651)

    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 Neubauer Show notes: 1) Kate O' Brien 2) Air New Zealand 3) Air Points 4) Dare to Lead: Brave Work. Tough Conversations. Whole Hearts. - Brené Brown

  • Mar 11, 2025 · 48 min

    Winning Over the Fickle Customer: Marigold CMO Ashley Deibert shares insights from the 2025 Consumer Trends Index (#650)

    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. The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™ and this episode is hosted by Bill Hanifin. Show Notes: 1) Ashley Deibert 2) Marigold 3) The 2025 Consumer Trends Index (CTI). 4) The First 90 Days: Critical Success Strategies for New Leaders at All Levels by Michael D

  • Mar 6, 2025 · 41 min

    Customer Advocacy and Emotional Loyalty Driven by Value-Based Alignment (#649)

    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 Cromhout Show Notes: 1) Yuping Liu-Thompkins 2) Old Dominion University 3) Loyalty Science Lab. 4) The Politics of Brand Loyalty 5) Marketplace Dignity Transforming How We Engage with Customers Across Their Journey (Book)

  • Mar 4, 2025 · 39 min

    Profitability in Loyalty Programmes - Powered by Collinson (Ep 648)

    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 Lakhani 2) Collinson Group 3) Let’s Talk Loyalty: Priyanka Lakhani on Loyalty Programme Profitability | Collinson Group 4) AI and the future of humanity | Yuval Noah Harari at the Frontiers Forum - Yuval Noah Harari 5) Sapiens A Brief History Of Humankind By Yuval Noah Harari (Book) 6) Let’s Talk Loyalty: Priyanka Lakhani on Loyalty Programme Profitability | Collinson Group

  • Feb 27, 2025 · 44 min

    #647:Loyalty in the Age of the Emotional Consumer – Insights from Kate Wheaton, Ogilvy One

    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 Wheaton Ogilvy One Oglivy - Ideas - Loyalty -Age- Emotional Consumer European Loyalty Whitepaper Mando-Connect The Power of Moments: Why Certain Experiences Have Extraordinary Impact

  • Feb 25, 2025 · 20 min

    #646: Bridging Academia and Industry: Exploring the Future of Loyalty with Darron Kirkley

    In this episode Aaron Dauphinee 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. The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Aaron Dauphinee. Show notes: 1) Darron Kirkley 2) USC's College of Hospitality, Retail and Sport Management 3) University of South Carolina (USC)

  • Feb 20, 2025 · 46 min

    Mothercare, Adidas & Liverpool FC - Capturing Brand Loyalty in Indonesia (Ep #645)

    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 Grover 2) Kanmo Group 3) Kanmo Circle 4) Start Unselling Now: The Sales Manifesto for Winning Customers (Book) 5) One Click: Jeff Bezos and the Rise of Amazon.com (Book)

  • Feb 18, 2025 · 54 min

    #644: LATAM Pass– La evolución constante de un Programa de Lealtad (Spanish Episode)

    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 de Latinoamérica con 49 millones de socios. Nos describe cómo ha evolucionado el programa a lo largo de los últimos años, pasando de un modelo de coalición, anteriormente conocido como Multiplus, a lo que es ahora. Nos comentó como conectar con los socios del programa para que se mantengan enganchados con la propuesta de valor y como extenderla para estar presentes con el socio todos los días. Hosted by Alex Saul. Show Notes:- 1) Cristian Ortiz 2) LATAM Pass 3) Start with Why by Simon Sinek (Book)

  • Feb 13, 2025 · 39 min

    #643: Wiser Loyalty in 2025: Real-World Strategies from C-Suite Leaders

    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. The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Bill Hanifin. Show Notes: 1) Dave Sims 2) Orange Theory Fitness 3) Bill Hanifin 4) The Wise Marketer.

  • Feb 11, 2025 · 35 min

    #642: Managing 5 loyalty programmes into a new era of hyper personalisation in India: Arvind Fashions Ltd.

    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 Cromhout Show Notes : 1) Tanya Alexander 2) Arvind Fashions Ltd 3) The Ken 4) Forrester Research 5) Mckinsey Insights

  • Feb 6, 2025 · 42 min

    #641: NASCAR Nurtures Auto-Racing Excitement with Fans at Home or at the Track

    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 Baal 2) NASCAR 3) NASCAR Fan Rewards 4) The Ride of a Lifetime: Lessons in Creative Leadership from the CEO of the Walt Disney Company (Book)

  • Feb 4, 2025 · 40 min

    #640: Comarch Shares Its Customer Loyalty Predictions 2025 Report

    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) Comarch 2) Customer Loyalty Predictions 2025 Report – focused on AI, Privacy and Sustainability 3) Lukasz Dubiel 4) Joanna Witsch 5) The Heart-Led Leader (Book) 6) Loyalty.com (Book)

  • Jan 30, 2025 · 35 min

    #639: C-Suite Guest - Blue Rewards from Al Futtaim Group Shares Loyalty Success Stories and Evolution

    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 Raghuvanshi 2) Al-Futtaim Group 3) Blue Rewards 4) The Upside of Disruption: The Path to Leading and Thriving in the Unknown (Book)

  • Jan 28, 2025 · 49 min

    #638: United Airlines Industry-Leading Loyalty Program MileagePlus (Archive Episode)

    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 Airlines 2) MileagePlus® program 3) Luc Bondar, COO and President of MileagePlus

  • Jan 23, 2025 · 41 min

    #637: Antavo's 2025 Global Customer Loyalty Report

    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 Kecsmar 2) 2025 Global Customer Loyalty Report 3) Antavo AI Loyalty Cloud 4) The Definitive Book Of Body Language by Allan Pease (Book) 5) Loyalty Programs: The Complete Guide by Philip Shelper (Book)

  • Jan 21, 2025 · 51 min

    #636:- Fundamentos para gestionar estrategias de lealtad exitosas

    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 compartimos con un panel de expertos en Loyalty en donde se comentan algunos de los fundamentos importantes que se deben considerar a la hora de construir y/o gestionar estrategias de lealtad. Se señaló la importancia de combinar elementos transaccionales con momentos emocionales, la innovación, el uso de la data, la visión Customer First, entre otros. Esperamos que disfruten la conversación con Gerardo y Franz. Hosted by Alex Saul. Show Notes:- 1) Gerardo 2) Franz 3)Crear o Morir (Book) 4) Great by Choice (Book)

  • Jan 16, 2025 · 27 min

    #635: A Future Look at Loyalty Technologies with Tim Murphy

    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 November 2024. The Wiser Loyalty podcast series for Let’s Talk Loyalty shifts its focus in 2025 to interview a series of C-Level executives who are influential in leading change in customer loyalty and loyalty marketing. Loyalty Academy™ Executive faculty members Bill Hanifin, CEO Wise Marketer Group, and Aaron Dauphinee CMO Wise Marketer Group will be hosting conversations with executives from a wide range of disciplines that impact the development of customer strategy and contribute to overall corporate profitability. In this week’s episode Bill and Aaron talk with a special guest and known loyalty SME, Tim Murphy, to share his thoughts on what the future of loyalty technology may look like in the nearer-term but also with an eye to the horizon. Tim has been a C-suite executive at 5 fortune 500 companies that include time as CIO and CTO to lead technology shared services and divisional to enterprise transformations. The conversation touches on the impact of artificial intelligence on loyalty technology, explores new concepts implied by the term "composable commerce" and looks into the future of how the tech stack required to support digital customer strategy will evolve in the coming year. Show notes: 1) Tim Murphy 2) Bill Hanifin 3) Aaron Dauphinee 4) Wise Marketer Group

  • Jan 14, 2025 · 42 min

    #634: Mastering Loyalty Commerce: Insights from Valuedynamx

    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 Mary Beth Bell, a Senior Advisor at Valuedynamx, focused on driving growth in the U.S. market. With nearly 25 years of experience in the pay-for-performance space, MB has developed a deep expertise and passion for all things loyalty commerce. MB is also a true rewards enthusiast, racking up over 500,000 rewards points, miles, and cashback over the past two decades just by shopping. Today we will be learning about her favourite books and loyalty programmes, highlights and key learnings from the programmes she has worked on and all about Valuedynamx. Hosted by Charlie Hills This show is sponsored by ValueDynamx. Show Notes : 1) Mary Beth Bell 2) Valuedynamx 3) The Alchemist 4) The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value 5) European Loyalty Whitepaper 6) Mando Connect