Let's Talk Loyalty

In this episode, we speak with Brad Anderson, Vice President of Hilton Honors at Hilton about how one of the world’s largest hospitality loyalty programs is evolving to deliver more value, flexibility and recognition for its more than 250 million members.Brad shares how Hilton Honors fuels direct bookings, and strengthens hotel owner economics, while creating more meaningful experiences for guests through benefits, partnerships and news ways to stay. He also discuss recent updates to the award-winning program, including enhanced elite tiers and new rewards designed to give members more certainty and choice when they travel.The conversation explores Hilton’s expansion across key international markets and its focus on delivering consistent yet locally relevant experiences across more than 9,200+ properties globally, while still reflecting the unique character of each destination. At it’s core, Hilton’s approach is rooted in listening to members and delivering stays that are not just seamless, but memorable – turning travel moments into lasting connections.Hosted by Bridget Blaise-ShamaiShow Notes:1)Brad Anderson2)Hilton Honors3)Hilton Worldwide Holdings4)The Ride of a LifeTime - Book Recommendation

From premium rewards to unforgettable luxury experiences, this back catalogue episode explores how the Chalhoub Group built MUSE — a loyalty programme designed for high-value customers and luxury brands alike.Join Nida Unas, Former Head of Group Loyalty at Chalhoub Group as she shares how the brand adapted customer engagement strategies, introduced innovative loyalty solutions, and reimagined premium experiences across the Middle East.Show Notes:1) Nida Unas2) Chalhoub Group3) MUSE 4)#29: Rewarding Loyalty with Luxury Experiences.

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------In this conversation, Miranda Bliss, Head of Loyalty, CRM and Performance Manager explores how Miele’s loyalty strategy reflects the future of customer engagement—shifting from transactional programs to seamless, omnichannel experiences built on trust, simplicity, and long-term value. The discussion covers meaningful value exchange, the risks of over-engineered loyalty, and how data, AI, and privacy are shaping the next era of loyalty strategy.Hosted by Carly Neubauer Show Notes:1) Miranda Bliss2) Miele3) Mindset by Carol Dweck - Book recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------From our best of the back catalogue, this episode is a must-listen for anyone serious about loyalty strategy.Coalition programmes are famously difficult to execute—balancing multiple partners, complex data, and a compelling value proposition. But when done right, their impact can be extraordinary. Few examples prove this better than flybuys Australia, which signed up one million members in its very first week.In this episode of Let’s Talk Loyalty, Phil Hawkins, Former Operations Director at flybuys, shares five powerful lessons from over 25 years in loyalty marketing. From managing partner ecosystems to delivering meaningful customer value at scale, Phil offers practical insights grounded in real-world success.If you’re looking to understand what it really takes to build and sustain a high-performing loyalty programme, this episode remains as relevant today as ever.Show Notes:1) Phil Hawkins2) flybuys3)#26: Australia’s Favourite Loyalty Programme: flybuys — 5 Lessons Learned in 25 Years

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.In this episode, we unpack the fourth edition of the Understanding Loyalty in Europe 4.0 white paper — exploring what it reveals about loyalty across 24 European markets and what it means for brands today.Our guests are Charlie Hills, Chief Strategy Officer, and James Davies, Strategy Director at Mando Together with YouGov, they’ve built a longitudinal view of loyalty across Europe, using a consistent loyalty gauge measuring programme membership, appeal, and impact.The conversation centres on a key tension highlighted in the research: participation in loyalty programmes is widespread, yet emotional connection remains limited. We explore what sits behind this gap, and how it varies across markets.A core takeaway from the white paper is that there is no single European loyalty strategy — only different levels of maturity shaped by local context. We discuss what this means in practice, and whether loyalty programmes still differentiate or have become an expectation, with many brands over-relying on mechanics over meaningful connection.We also reflect on what the research signals for the future — reinforcing the need for continuous evolution, test-and-learn approaches, and programmes that are built around real customer value.This episode offers a clear perspective on how to interpret the findings of Understanding Loyalty in Europe 4.0 — and how leaders can move beyond participation towards meaningful impact.Hosted by Nyeleti Sue-Angel NkunaShow Notes:1) Charlie Hills2)James Davies3)Mando.4) Understanding Loyalty in Europe 4.0 5) The Lean Startup : Book Recommendation6) Knowledge is Beautiful : Book Recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------In this episode of Best of the Back Catalogue, airline loyalty programmes set the benchmark for scale, data, and revenue — and Emirates Skywards stands out as a leading example. Dr. Nejib Ben Khedher shares how the programme has evolved over time, from digital transformation to delivering real value for both members and the business. A sharp, insight-led look at what’s working today — and what’s next for loyalty.Show Notes:1)Dr. Nejib Ben Khedher2)Emirates Skywards

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------Scene+ is a Canadian customer loyalty the program that was born from the union of Cineplex's SCENE program and Scotiabank's Scotia Rewards, and it has grown dramatically since. Today, Scene+ has more than 15 million members and is co-owned by Scotiabank, Empire Company Limited (2nd largest food retailer, Sobeys and other brands), and Cineplex (largest movie theatre operator). It spans categories including entertainment, groceries, travel, banking, home improvement — and now, as of early 2026 in partnership with Shell, fuel — making it one of the most comprehensive loyalty ecosystems in Canada.Wise Marketer Group's CMO Aaron Dauphinee sits down with the President of Scene+, Tracey Pearce to have a candid conversation about the growth at Scene+, how and why the loyalty landscape has shifted in Canada, and her focus on maximizing value for her members.Show Notes:1) Tracey Pearce2)Scene+3) Wolf Hall - Book Recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This Best of the Back Catalogue episode revisits the story of an award-winning UK loyalty programme from British Gas, created to drive real customer appreciation in a highly regulated and competitive market.Featuring insights from Charlie Hills from Mando and Cathryn (Lewis) Lodwidge, Former Head of Customer Marketing at British Gas we explore how British Gas Rewards moved away from complexity to deliver simplicity, exclusivity, and measurable impact—successfully reducing churn and increasing NPS across millions of customers.A powerful reminder that with the right vision, data, and leadership support, loyalty programmes can be built at speed and scale while delivering meaningful customer value.Show Notes:1) Cathryn (Lewis) Lodwidge2)British Gas Rewards3)British Gas4) #16: British Gas Rewards - Award Winning Loyalty Programme

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

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

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------In this episode of Let's Talk Loyalty and Loyalty TV, Andrew Glance CEO of Qantas Loyalty, takes us behind the scenes of one of the world’s most successful loyalty programs. He shares how Qantas Loyalty has evolved from a marketing tool into a standalone business, delivering value to over 18 million members.Andrew dives into the recent program transformations, including Classic Plus for better flight availability, recognition beyond the air, and initiatives that make the program simpler, more rewarding, and relevant for members. He also explains how technology, AI, and strategic partnerships with banks, retailers, and travel partners are reshaping the loyalty experience.Learn about the program’s new discoverability tool, which already saw over a million searches in its first 24 hours, making it easier for members to find flights across multiple dates, regions, and cabins. This episode is packed with insights for loyalty professionals, marketers, and frequent flyers who want to understand how to create a profitable, member-focused loyalty program that keeps evolving.Hosted by Paula Thomas and Carly Neubauer.Show Notes:1)Andrew Glance2) Qantas 3) Qantas Frequent Flyer 4) The Subtle Art of Not Giving a F*ck - Book Recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------In this standout episode from our archives, we revisit the award-winning British Airways Executive Club—now known as The British Airways Club—a loyalty programme designed to engage and reward frequent flyers worldwide.Niall Rooney, Former Loyalty Manager at British Airways, shares valuable insights into the evolving world of loyalty marketing, revealing how customer preferences and performance data shape the airline’s strategy.From increasing reward seat availability to recognising high-value customers, this episode explores how British Airways continues to differentiate itself in a highly competitive travel landscape.Show Notes:1) Niall Rooney,2) The British Airways Club3)British Airways

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.In this episode, we explore how a brand built on surprise, discovery, and in-store experience approaches loyalty and growth at global scale.Our guest is Mathilde Yung Bruyant, Marketing Director of Flying Tiger Copenhagen. She shares how the brand is translating its distinctive DNA — playful, accessible, and locally relevant — into a modern membership and customer engagement strategy across more than 30 markets.The conversation centres on a key tension: Flying Tiger’s success is rooted in physical discovery and impulse, yet its loyalty ambitions require structure, data, and continuity. We explore how the Flying Tiger Club is being designed to enhance that experience, not dilute it.A core theme is the decision to launch before everything is fully defined — using speed, testing, and real customer behaviour to shape the program over time, from onboarding and engagement to long-term value.We also discuss how digital and in-store experiences reinforce each other, and how global consistency is balanced with local relevance.This episode offers a perspective on how experience-led brands can build loyalty in motion while staying true to what makes them distinctive.This episode is hosted by Nyeleti.Show Notes:1) Mathilde Yung Bruyant2) Flying Tiger Copenhagen3) How Brands Grow - Book Recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------Sports fans are some of the most passionate and loyal audiences in the world—often supporting their clubs across generations. So what drives a football club like AS Roma to invest in a structured loyalty programme?This episode is one of the best of the back catalogue, exploring the smart strategy behind AS Roma’s approach, developed in partnership with Advice Group—an initiative that led to three wins at the 2018 Loyalty Magazine Awards, including Best Regional Champion of the Year (Western Europe).Paula speaks with Laura Cagnacci about the thinking behind the programme, how it performs in practice, and the cross-industry insights shaping stronger, more direct relationships with fans.Tune in to revisit a standout episode.Show Notes: 1) Laura Cagnacci 2)AS Roma

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is also available in video format on www.Loyalty.TV.In this episode of Let's Talk Loyalty and Loyalty TV, we sit down with James Kavanagh, Global Leisure CEO at the Flight Centre Travel Group, to explore the future of travel loyalty. With 29 years in the travel industry, James shares insights into transforming global leisure operations, scaling brands across eight markets, and launching World360 Rewards—the new travel loyalty program in Australia.Leadership lessons, loyalty insights, and the books that guide a global CEO—James Kavanagh reveals how Flight Centre makes every journey rewarding for both customers and business.Hosted by Carly NeubauerShow Notes:1) James Kavanagh2)Flight Centre Travel Group3) World360 Rewards4) Legacy by James Kerr - Book Recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------7-Eleven Denmark has redefined convenience retail by evolving from a traditional kiosk model into a modern, food-focused destination—earning the title of International Convenience Retailer of the Year.In this Let’s Talk Loyalty episode, Managing Director Jesper Østergaard shares how shifting customer needs, healthier offerings, and brand innovation are shaping their approach to loyalty.From our Best of the Back Catalogue, we revisit this conversation on transforming convenience into meaningful customer connection.Show Notes:1) Jesper Østergaard 2)7-Eleven3) Reitan Convenience4) NACS International Convenience Retailer of the Year Award5)NACS Europe

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is also available in video format on www.Loyalty.TV.Join Locky Wright as he shares how the My RYOBI program turns customers into loyal fans.From data-driven personalisation and AI-powered recommendations to winning back customers and breaking down organisational silos, Locky reveals the secrets to delivering real impact. Learn why progress over perfection, simplicity, and measurable value are key to lasting loyalty.Hosted by Carly Neubauer Show Notes:1) Locky Wright2) My RYOBI 3) TLDR - Article Recommendation4) This is Marketing - Book Recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is in Spanish.We’re pausing our Spanish-language episodes for now.In today’s episode, Alex reflects on his experience hosting the Spanish-language episodes of Let’s Talk Loyalty and Loyalty TV. While these episodes are on hold, the voices and ideas from Latin America and Spanish-speaking markets continue to play an important role in our global discussion.Don’t forget to share your thoughts and feedback. Let’s keep the conversation going!A heartfelt thank you to everyone for your support throughout this journey.Hosted by Alex Saul Show Notes:1) Alex Saul 2) All Spanish Episodes

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------Today we are re-publishing back one of our most popular episodes as our planned episode has been delayed for technical reasonsThis re-released episode features Evert de Boer, Managing Partner at On Point Loyalty and CEO of Fidivo, sharing key takeaways from his book “Loyalty Programs and the Currency Effect” and his perspective on loyalty in the travel sector.Hosted by Aaron Dauphinee.Show Notes:1) Evert de Boer2)Fidivo3)On Point Loyalty5) Loyalty Programs and the Currency Effect: A Comprehensive Guide to Realizing the Power of Points – By Evert de Boer & Xiao Yao Chin6) A Perfect Spy: A Novel - Book Recommendation 7) Connemara: A Novel - Book Recommendation8) German Summer Book (but only available in Dutch) - Book Recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------From our Best of the Back Catalogue, we revisit this episode exploring 3Plus, the award-winning loyalty programme from Three Ireland.In this conversation, Siobhan Lynch, Loyalty Manager at Three Plus Ireland, shares the story behind the programme, what it offers customers, and the impressive results it has delivered.Show Notes:1) Siobhan Lynch2) Three Plus Ireland

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------In this episode we are delighted to interview Peter Gerstle. He’s the Loyalty Consulting Director at Collinson responsible for shaping and delivering the strategy and management of Collinson’s loyalty products and driving loyalty innovation in travel, financial service, retail and other industries globally.Peter joined Collinson in 2013 to add his expertise from a 25-year international career in eCommerce, product, and loyalty management across a wide range of travel companies, including InterContinental Hotels Group and easyJet, for which he launched several significant revenue streams such as Speedy Boarding and the first-ever airline paid loyalty program, easyJet Plus!. He advises clients globally on designing and optimizing loyalty programs and is a leading thinker on paid-for loyalty strategies.In this episode, Peter shares his insights the loyalty industry, how behavioral science and AI are changing things at Collinson and in the industry and innovations and new ideas that loyalty marketers everywhere should be thinking about.Hosted by Charlie Hills Show Notes :1) Peter Gerstle.2)Collinson Group3) Thinking Fast and Slow - Book Recommendation4) Atomic Habits - Book Recommendation5) The Hard Thing About Hard Things - Book Recommendation6) The Loyalty Effect - Book Recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------We’re rewinding to some of the best from our back catalogue! If you missed it long back, this is the perfect time to catch the episode.Sanjeev Nichani, a seasoned loyalty marketing professional, has shaped some of India’s most impactful loyalty programmes—from Loyalty Rewardz, serving over 100 million banking customers, to AIMIA, and previously Raymond Rewards, the men’s retail fashion programme spanning 1,000+ stores.He shares timeless insights on launching loyalty programmes in franchise businesses, engaging members through digital channels, and lessons learned from driving customer-centric growth across industries.Show Notes:1)Sanjeev Nichani2) Raymond Rewards

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is also available in video format on www.Loyalty.TV.Nokwanda Khumalo is a seasoned executive with experience across multiple industries, having led fuel retail and loyalty projects for over a decade. In this interview, she shares how loyalty can become a powerful growth enabler when an organisation commits to it at a leadership level.Reflecting on the 18 months following the loyalty launch at bp, Nokwanda unpacks the measurable business results achieved and explains how success went beyond technology or rewards mechanics. A critical differentiator was the deliberate investment in frontline execution — with bp placing significant emphasis on equipping and energising staff to deliver an exceptional customer experience.Her insights reinforce a key message: loyalty drives sustainable growth when it is embedded into culture, championed by leadership, and brought to life consistently by those closest to the customer.Hosted by Amanda CromhoutShow Notes:1) Nokwanda Khumalo2) bp Southern Africa 3) bp rewards4) Braving the Wilderness

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.TELUS is one of Canada's largest telecommunications companies, serving millions of customers across mobile, internet, TV, and digital health services. What makes TELUS particularly interesting from a loyalty perspective is how they've evolved their interactions with TELUS Services customers (mobility, internet, security and TV) through a new national tiered program, TELUS Rewards, that combines points and perks with extension into some major leading category partnerships and their programs, including WestJet.Aaron Dauphinee sat down with Jacob Pullia, Director of Content, Strategy & Business Development is he leads the way in redefining how TELUS thinks about loyalty and their mandate of putting customers first. We also spend some time discussing partnership models and why the connection with WestJet makes sense for both organizations and their joint customers.Hosted by Aaron DauphineeShow notes:1) Jacob Pullia2) TELUS Rewards3) TELUS4) Book Recommendation: Personalized Customer Strategy in the Age of AI

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is also available in video format on www.Loyalty.TV.Louisa Evans is Head of Loyalty and Retention for Hornby Hobbies which saw the launch of its Rewards programme, Hobby Rewards, three years ago. In this interview, Louisa talks us through how the product-centric organisation with magnificently created and engineered collectibles turns into a customer-led business.They had to pivot from a pure B2B company to create a D2C channel during covid, resulting in Hobby Rewards. This is a magnificent inside view into a concept referred to as generational loyalty and data-led decision making, combing transactional and emotional loyalty.Hosted by Amanda CromhoutShow Notes:1) Louisa Evans2)Hornby Hobbies3) Scoring Points - Book Recommendation4) Applying Behavioral Science to Private Sector - Book Recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.In this episode, we explore how beer culture, category dynamics, and customer loyalty have evolved in the decade following AB InBev’s acquisition of SABMiller — one of the most significant moments in the global beer industry.Our guest is DeWet Bisschoff. He has spent more than two decades harnessing the power of business strategy, talented people, and disruptive technology. More recently, he has worked alongside AB InBev across markets and brands, with deep exposure to how loyalty, culture, and customer experience operate at global scale.The conversation reflects on how loyalty in the beer category extends beyond products or transactions. It is shaped by heritage, local pride, shared rituals, and everyday moments of connection. As global scale and complexity increase, we explore what it takes to protect these emotional loyalty drivers while evolving operating models and customer engagement behind the scenes.We also discuss how the beer category has changed over the past decade — from digital commerce and personalization to non-alcoholic innovation and more conscious consumption — and what these shifts mean for sustaining relevance and loyalty across generations and geographies.This episode offers a thoughtful perspective on how global brands can evolve without losing the cultural foundations that loyalty is built on.This episode is hosted by Nyeleti.Show Notes:1) DeWet Bisschoff2) Lekker Lees 3) The Beer Monopoly

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.In this episode we are delighted to interview Ben Stirling, an experienced commercial executive with a track record of scaling loyalty platforms, transforming sales organisation and delivering GTM strategies that drive acquisition and ARR growth. He has led commercial transformation at Expedia, Tenerity and Capillary, launched new solutions, expanded into international markets and delivered results across multiple sectors.He is currently a fractional CRO at TenX Strategy and supports PE-backed and enterprise firms in building predictable revenue systems and exit-ready growth. His impact includes scaling Tenerity’s loyalty marketplace solution to acquisition in two years, providing loyalty solution to Santander, C&A, British Gas, TD Bank and Frontier, and growing commercial channels at Expedia that delivered $200M+ in new revenue.In this episode, Ben shares his proven insights on how to sell loyalty internally, from aligning feature sets to user needs, to securing C-suite backing with ROI models, and ultimately winning board-level buy-in by linking loyalty to long-term enterprise value. We’ll also be learning about his favourite books and highlights and key learnings from the programmes he has worked on.Hosted by Charlie HillsShow Notes :1) Ben Stirling2) TenX Strategy3) TenX Strategy - Budget Sign Off PDF4) Hooked- Book Recommendation5) The Road Less Stupid - Book Recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.This episode examines how PetSmart uses behavioral science, data, and shared passion to create a loyalty program that feels personal and purposeful. Our guest today is Emily Feldman, Senior Director of Loyalty and Membership Experience at PetSmart.From rewarding engagement over transactions to moving beyond one-size-fits-all loyalty, the conversation highlights tiered rewards, emotional connection, and the role of associates as loyalty advocates—showing how PetSmart builds long-term relationships with pet parents across every touchpoint.Hosted by Bridget Blaise-ShamaiShow Notes:1)Emily Feldman2) PetSmart3) Treats Rewards4) Freakonomics

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.On this episode of The Wiser Loyalty Podcast, our guest today is Lauri Hart, Loyalty Manager for Club Yogi Rewards. This conversation examines an unexplored area of the entertainment and travel industry – campgrounds and all that the great outdoors has to offer. Club Yogi Rewards is the long-standing loyalty program operated Camp Jellystone, a Franchisor of Yogi Bear Jellystone Park™ Camp-Resorts.In this interview, we will explore what it takes to sustain success in customer loyalty over decades, not just quarters, and share lessons from an industry veteran that will surely benefit all who listen. If you want to be a survivor in customer loyalty, this is a must listen.Hosted by Bill Hanifin, CLMP™Show Notes:1) Lauri Hart2) Camp Jellystone3) Club Yogi Rewards4) Bible in a year by Fr. Mike Schmitz

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode of Let's Talk Loyalty & Loyalty TV is in Spanish.En este episodio de Let’s Talk Loyalty en Español, conversé con Fabio Santoro, una autoridad en fidelización en Brasil con más de 25 años de trayectoria. Fabio, cofundador de Dotz y vicepresidente de la ABEMF, profundiza en las razones por las cuales Brasil se ha consolidado como un mercado altamente maduro y competitivo, destacando el papel de las coaliciones, la profesionalización del sector y el impacto de la inteligencia artificial en el engagement del cliente.Hosted by Alex SaulShow Notes:1) Fabio Santoro2) Dotz3) ABEMF4) El Poder del No Positivo – William Ury

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on the Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.In this episode, we explore how storytelling drives trust, credibility, and long-term loyalty in B2B, within the highly complex world of shipping and logistics.Our guest is Samantha Almon Adeluwoye, Global Head of Content, Social Media, & Storytelling at A.P. Moller – Maersk.Samantha shares how storytelling at Maersk is grounded in the company’s values and its responsibility as a trusted custodian of customers’ goods. Rather than being separate from operations, human stories are used to strengthen confidence in Maersk’s reliability, care, and expertise — helping customers connect emotionally while trusting operational excellence.The conversation also explores how social media functions as a strategic relationship engine in B2B, enabling connection across complex decision-making ecosystems while reinforcing trust over time. Samantha offers insight into how consistent, values-led storytelling supports retention, referral, and long-term partnerships in an industry where credibility is everything.With a strong track record of delivering engaging, purposeful content at global scale, Samantha provides a thoughtful perspective on how human storytelling and operational capability work together to build loyalty.This episode is hosted by Nyeleti Sue-Angel Nkuna.Show Notes: 1) AP Moller - Maesrk 2) Samantha Almon Adeluwoye3) Thinking Fast & Slow - Book recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.We are breaking new ground today as we explore the retail Cannabis industry, one that is often discussed, but not very well understood.Marketing to customers in a regulated industry has complexities and my guest today is one of the most accomplished persons leading marketing innovation in the Cannabis industry. Courtney Zalewski is Chief Brand and Marketing Officer at Embarc, a modern, community-focused cannabis retailer in California with locations across the state.Courtney pioneered the launch of the Embarc Passport Club two years ago and we talk about the intersection of regulations in Cannabis retail with the most stringent consumer protection laws in the US (the CCPA), where the challenge of creating customer loyalty in the Cannabis industry might be the biggest in all of retail.Hosted by Bill Hanifin, CLMP™Show Notes : 1)Courtney Zalewski2) Embarc3) Embarc Passport Club5) Unresonable Hospitality - Book Recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.In this In this episode we are delighted to interview Polly Jones, Group Head of Digital & Loyalty at ODEON Cinemas Group.Polly is a digital and loyalty leader with a track record of delivering successful programmes for brands including ODEON Cinemas Group, E.ON, O2, Virgin Media, Rolls Royce Motor Cars, Costa and Dishoom. Today we will be learning about her favourite books, highlights and key learnings from the programmes she has worked on and all what loyalty looks like now and in the future for ODEON.Hosted by Charlie Hills Show Notes:1) Polly Jones2) ODEON Cinemas Group.3) The Places We'll Go - Marketing Show - Podcast Recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------Brandon de Kock is Director of Storytelling for WhyFive Insights, South Africa. At the South African Loyalty Awards 2025, he was recognised at the most influential personality in the industry, with his late-business partner, Stuart Lowe.They produce a comprehensive view of the South African consumer class which represents 85% of consumer spend, called the BrandMapp study. HeDeeply understands the power of research to help brands understand ‘why' consumers behave in certain ways which adds more insightful direction to the transactional data insight which typically reveals the ‘what’ about consumer spending. This episode is a must watch 45 minutes to understand consumer behaviour in loyalty programmes.This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Hosted by Amanda CromhoutShow Notes: 1) Brandon de Kock2) WhyFive Insights3) Book recommendation: The Far Side - Gallery 5

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------Today we are re-publishing back one of our most popular episodes as our planned episode has been delayed for technical reasons and now also available to watch on www.Loyalty.TV and listen on Let's Talk Loyalty Bakers Delight won their award for Best Loyalty Program Launch at the 2023/2024 Awards, so we are delighted to share this story with you today.Our guest is Lucila Braga, who was previously the Head of Digital Customer Experience for Bakers Delight, with overall responsibility for their “Dough Getters” program.As a brand, quite simply, Baker’s Delight sells freshly baked bread and they’ve been doing so around the country since 1980.Their loyalty programme is also super simple as you’ll hear in today’s conversation.Listen to hear the power of simplicity as a winning formula for both customers and program operators.Hosted by Paula Thomas Show notes:1) Lucila Braga2) Bakers Delight3) Dough Getters

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode of Let's Talk Loyalty & Loyalty TV is in SpanishEn este episodio de Let’s Talk Loyalty, exploramos la evolución de Doters, el innovador programa de lealtad de Viva Aerobus y sus aliados terrestres de Grupo IAMSA. Pablo Sordo nos detalla cómo han logrado consolidar esfuerzos aislados en un ecosistema único que hoy cuenta con 10 millones de miembros.Descubrimos la estrategia detrás de democratizar la lealtad en el modelo low-cost, los retos de integrar el transporte aéreo con el terrestre y cómo la simplicidad en la redención ha sido la clave del éxito. Una mirada profunda a la tecnología, la cultura organizacional y la visión de convertir a los puntos Doters en la segunda moneda de los mexicanos.Show Notes:1) Pablo Sordo 2) Viva Aerobus3) Grupo IAMSA

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.In this episode, Charlie Hills is joined by Jakub and John from the Global and UK Shell Go+ Teams.Jakub serves as the Europe & North America Loyalty & CRM Lead at Shell, where he has been driving customer engagement and commercial value since 2021. Before joining Shell, he led the end-to-end design and launch of the Footlocker Membership program in Europe. Jakub is a strong advocate for building meaningful emotional relationships with customers to ensure the long-term success and value of loyalty programs.John is the Head of Loyalty and CRM for Shell UK. He brings a wealth of experience from across the industry, having worked in both agency and client-side roles for companies including Shell, Vodafone, and in the financial services, home energy, retail, and banking sectors.In this episode, they share their favourite books, highlights, and key learnings from the loyalty programmes they have worked on, offering insights into what loyalty looks like today and how it is evolving for Shell.Hosted by Charlie HillsShow Notes :1) Jakub Krzakala2) Jonathan Kelly3) Shell GO+ Rewards3) Surrounded by Idiots - Book Recommendation4) Thinking in Bets - Book recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Welcome to the first episode of 2026 on Let’s Talk Loyalty & Loyalty TV! We’re starting the year by exploring how Cashpoints is transforming loyalty programs with instant rewards that drive engagement and growth.Ian Sutcliffe, co-creator of Cashpoints, shares the journey of building a real-time, multi-partner loyalty ecosystem from the ground up—covering instant point issuance, flexible redemption, partner-first technology, and the smart use of physical and digital touchpoints.Discover why real-time rewards are the future of loyalty, how they create moments of delight for customers, and what brands can do to innovate in 2026. A perfect episode to start your year with actionable insights and inspiration for the loyalty space!Hosted by Carly Neubauer Show Notes:1) Ian Sutcliffe2)Cashpoints3) Book recommendation: Grit by Angela Duckworth4) #141: Loyalty Excellence and Innovation with AA Smartfuel New Zealand

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This short episode explains our plans for the holidays this year and when we'll be back with new episodes for you.Happy Christmas and Happy New Year from all at Let's Talk Loyalty and Loyalty TV.

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.In today's episode, Ros Netto, Global Head of Rewards at Virgin Active, shares how their program motivates members through gamification, milestones, and personalized experiences. She discusses the challenges of scaling globally while creating meaningful connections that go beyond points, inspiring loyalty that truly transforms members’ wellness journeys.Hosted by Joanna WitschThis episode is sponsored by Comarch Show Notes:1) Ros Netto2) Virgin Active3) Book recommendation: The Happiness Project

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Steve Habbi , award-winning brand leader, shares how loyalty goes beyond points. Discover how utility, seamless experiences, emotional resonance, and AI-driven personalization can turn customers into lifelong fans. From HSBC and the London Stock Exchange to Formula One, learn actionable insights on building loyalty through memorable experiences.Hosted by Nyeleti Sue-Angel NkunaShow notes:1) Steve Habbi2) Soler Coaster3) Book Recommendation: Guns, Germs, and Steel: The Fates of Human Societies

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Over the past year Choice Hotels has made changes to their customer loyalty and rewards program, Choice Privileges, and following their most recent announcement we were fortunate to reconnect with Nandika Suri who is their Vice President of Loyalty, Cobrand Card and Partnerships for Choice Hotels International.The conversation flows from her impressive career in Travel and Retail loyalty at leading brands beyond Choice Hotels, which include Under Armour and United Airlines, to the reasons why she's implementing changes to the program. Nandika shares the impact already seen by the hotelier, most of which are franchise owned and operated, and the new value exchanges available to all customer types - those staying only a few times a year through to their new Titanium level members.Hosted by Aaron DauphineeShow Notes:1) Nandika Suri2) Choice Hotels International3) Choice Privileges4) Book recommendation: The Loyalty Effect

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Dr Melanie Van Rooy talks openly in this podcast about what it takes to run a 30 year old leading loyalty programme which delights almost 13 million active members. Clicks ClubCard won three awards at this year’s South African Loyalty Awards and most notably Team of the Year.Clicks Clubcard represents 84% of sales of its iconic mother brand, Clicks and members enjoy a 90% redemption rate. These are hard-hitting loyalty KPIs which position perfectly as South Africa’s most used loyalty programme.Hosted by Amanda CromhoutShow Notes:- 1) Melanie Van Rooy2) Clicks3) Clicks ClubCard 4) Book recommendation : Primal Leadership5) Book recommendation: Never Split the Difference

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------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 HillsShow Notes :1) Shaun Hatrick2) Nectar3) Podcast Recommendation: Good Hang with Amy Poehler4) Podcast Recommendation: Las Culturistas

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------In this Wiser Loyalty episode we speak with Shivaji Choudhary, Assistant General Manager of Marketing at DLF Malls and one of the key principles in building out and recently launching DLF Mall Rewards. He talks about 'the DLF way' and how his team is combining experience and experimentation to create delight at their destination malls.DLF is a 78 year old real-estate development, management and investment services firm in India. It is the largest publicly listed real estate company in India with residential, commercial and retail properties across 15 states and 24 cities.This conversation is an intriguing look at how human and digital program delivery is coming together to create experiences that elevate the ideology of loyalty and move it beyond the programmatic in some very novel ways.Hosted by Aaron DauphineeShow notes:1) Shivaji Choudhary2) DLF Mall Rewards3) DLF4) Book Recommendation: Barking Up the Wrong Tree

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.In this episode of Let's Talk Loyalty and Loyalty TV, we sit down with Aoun Raza and Emily Ong from Landmark Group’s Shukran program, one of the GCC’s most successful loyalty programs with over 14 million active members.They also discuss Shukran’s program revamp, its impact on engagement, and strategies for building lasting loyalty.Hosted by Lisa Brightwell.Show Notes:1) Aoun Raza2) Emily Ong 3) Landmark Group4) How to Lead in Product Management by Roman Pickler - Book recommendation5) Never Lose A Customer Again by Joey Coleman - Book recommendation

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.In this episode of Let’s Talk Loyalty and Loyalty TV, Oleksandr Koliakin and Kanan Nabar from Shell share how they build and run a loyalty program across 25 markets worldwide. They discuss program design, regional and cultural adaptations, measurement, technology choices, lessons learned, and delivering seamless, rewarding customer experiences that drive engagement and business value.Hosted by Carly Neubauer Show notes:1) Oleksandr Koliakin2) Kanan Nabar3) Shell 4) Book recommendation: Personalized: Customer Strategy in the Age of AI5) Book recommendation: Strengths Based Parenting

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------Canada is very well known for its coalition loyalty programs and proprietary programs that expand earn and redemption opportunities through strong partnerships. RMG Loyalty, nearing its 25th year, specializes in small business loyalty solutions and manages partnerships that link SMBs to major rewards programs. Specifically, they have managed SMB programs for the AIR MILES rewards program and More Rewards, which has extended the earning opportunities for members of these programs.Kate Booth is the President of RMG Loyalty and she has been instrumental in creating successful customer programs, consumer and small business, for RMG Loyalty’s clients. We will get her perspective on the value of B2B/SMB loyalty programs and how consumer programs can benefit from an integrated strategy that considers both consumers and small business owners.Hosted by Aaron DauphineeShow notes:1) Kate Booth2) RMG Loyalty3) AIR MILES rewards program4) More Rewards5) Book recommendations: The Science of Scaling

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today's interview features insights from MSET, a UAE based digital solution company that is helping brands build smarter and more meaningful loyalty experiences, with an amazing client list in FMCG (fast-moving consumer goods) and telecommunications.We're joined by Co-Founder Suky Bal, and Lead Campaign Manager Rajesh Srimalani, who enjoyed a great conversation in person in our studio with host Lisa Brightwell.With SO much opportunity for innovation in the fast-moving consumer goods sector in particular, MSET shares some incredible insights from their global clients.Together, they share the story behind MSET as an ambitious loyalty marketing platform, and explore how they've developed innovative concepts in partnership with their clients that are driving growth and success worldwide.They also explored the challenges of managing loyalty in the telecommunications sector, and how applying psychological drivers helps deepen engagement and strengthen loyalty at every step of the journey - no matter what industry you're in.Enjoy!Hosted by Lisa Brightwell.Show notes:1) Suky Bal2) Rajesh Srimalani3) MSET4) Book Recommendation: Predictably Irrational5) Book Recommendation: Outliers

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.---------------This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.In its 3rd year, the Australian Loyalty Insights Report reveals three main themes. This report is brought to the loyalty industry by The Australian Loyalty Association and the Association's CEO, Sarah Richardson unveils the insights to us in this podcast.The top three themes revolve around The AI revolution, cost of living crisis and the role loyalty plays to combat this and the need for programme delivery to be seamlessly executed. The report is sponsored by Mastercard and showcases the views of over 3700 Australians surveyed, combined with social listening and trend analysis.Hosted by Amanda Cromhout Show Notes :1) Sarah Richardson2)The Australian Loyalty Association3) Australian Loyalty Insights Report4) Thick Face, Black Heart : Book Recommendation