This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV . For a masterclass in gamification, you can enjoy Yu-Kai Chou’s down to earth interview with Amanda Cromhout about gamification and his Octalysis Framework. He is the Founding Partner of The Octalysis Group and the creator of The Octalysis Framework which has been translated into 16 different languages, serving not only the commercial work but also academia. This interview highlight...
May 01, 2025•42 min•Season 1Ep. 665
This episode of Let's Talk Loyalty & Loyalty TV is in Spanish. ¿Te has preguntado cómo las grandes marcas de retail están revolucionando su estrategia de marketing y monetización? En este episodio de Let's Talk Loyalty en español, exploramos el fascinante mundo del Retail Media de la mano de un experto de primer nivel: Juan Restrepo , líder de la estrategia de Retail Media para OXXO . Con una trayectoria que incluye roles clave en Google y Falabella, Juan nos desvela la estrecha y poderosa r...
Apr 29, 2025•52 min•Season 1Ep. 664
Carly Neubauer , Managing Director of Elevate Loyalty and OneTap Group, introduces two leading strategists from Mando Connect —Charlie Hills and James Davies. Together, they bring a wealth of experience in loyalty strategy and analytics, shedding light on their collaborative work in the loyalty space. Charlie Hills is the Chief Strategy Officer and Co-Founder of Mando-Connect, WPP’s specialist agency for partnerships, loyalty, promotions, and rewards. As a passionate advocate for loyalty, she co...
Apr 24, 2025•37 min•Season 1Ep. 663
Martina Lipp is a true expert in the loyalty space with a career spanning some of the most iconic brands. Martina’s impressive track record includes leading customer loyalty and loyalty programs for Disney, Dollar Shave Club, Nespresso, and T-Mobile. Most notably, Martina is recognized for her groundbreaking work in revamping Disney's international loyalty program, where she spearheaded a strategy that brought together a seamless omni-channel experience. Her efforts in customizing loyalty for fa...
Apr 22, 2025•28 min•Season 1Ep. 662
In this episode Bill speaks with CLMP™ and recognized industry figure, Steve Allmen , EVP, Strategy and Partnerships, Canadian Automobile Association . Steve is guiding marketing efforts for this large membership organization. His insights in this conversation will shed light on strategies and tactics to grow loyalty and engagement across large member groups and change the way you think about Membership Loyalty. Hosted by Bill Hanifin . Show notes: 1) Steve Allmen 2) Canadian Automobile Associat...
Apr 17, 2025•35 min•Season 1Ep. 661
In this episode Charlie Hills interviews Amanda Cromhout , the CEO and Founder of Truth . Based in South Africa, Truth is a boutique consulting business specialising in customer centricity and customer loyalty programmes. Amanda is also a proud co-host for Let’s Talk Loyalty! Today we will be learning about her favourite book and loyalty programmes, her background in loyalty and the highlights and key learnings from her new research report on loyalty in South Africa - The Truth and Brand Mapp Lo...
Apr 15, 2025•33 min•Season 1Ep. 660
In this episode Bill speaks with CLMP™ and recognized industry figure, Steve McClelland , Vice President of Loyalty, WestJet . Steve is guiding the operation of WestJet Rewards , which recently announced significant upgrades to its frequency flyer program. His insights in this conversation will shed light on strategies and tactics to fuel growth in the travel sector, and to optimize frequent flyer program operations. Hosted by Bill Hanifin Show notes: 1) Steve McClelland 2) WestJet 3) WestJet Re...
Apr 10, 2025•37 min•Season 1Ep. 659
This episode focuses on Poundland Perks … the new loyalty programme from Poundland in the UK. With Emma Collins , the Head of Digital Loyalty & Engagement for Poundland. Today we will be learning about Emma’s favourite loyalty programmes, how Poundland Perks is delivering for customers and the business and all about their plans for the future. Hosted by Charlie Hills. Show Notes: 1) Emma Collins 2) Poundland Perks 3) Poundland 4) European Loyalty Whitepaper 5) Mando- Connect 6) YouGov 7) Ret...
Apr 08, 2025•43 min•Season 1Ep. 658
This interview with Neetan Chopra from IndiGo is highly insightful from learning about a relatively young airline, a very young loyalty programme and a global market place not to be ignored. IndiGo operates out of India, which is the world’s 5th biggest economy. The airline carried over 100m passengers in 2024 and has growth plans for its carrier and frequent flyer programme, BluChip , which launched 5 months ago. Hosted by Amanda Cromhout Show notes: 1) Neetan Chopra 2) IndiGo 3) BluChip 4) Ato...
Apr 03, 2025•35 min•Season 1Ep. 657
Han Bailey has worked with some of the largest brands and loyalty programs in Australia and the US, including The Star Entertainment Group, David Jones, NewsCorp, Qantas, Global Red, Brierley & Partners, and Coca-Cola. Now consulting for a range of businesses and mentoring emerging loyalty talent, Han brings a commercial perspective to loyalty and a deep understanding of building programs from the ground up. Today’s conversation explores her journey—from an unexpected start in loyalty to dev...
Apr 01, 2025•46 min•Season 1Ep. 656
This episode focuses on Voyage Loyalty … a fascinating loyalty programme for V.Group . It creates a more engaging and valuable employment experience for seafarers, bringing them respect for their hard work and dedication. With Bridget Blaise-Shamai , Senior Commercial Officer, and Rory Mackenzie , the Loyalty Program Manager, for Voyage Loyalty. Today we will be learning about their favourite loyalty programmes, how Voyage Loyalty is delivering for seafarers, the brand and the business and all a...
Mar 27, 2025•43 min•Season 1Ep. 655
This episode features one of our industry's well known loyalty leaders when it comes to loyalty finance and loyalty strategy, Evert de Boer. Evert is the Managing Partner at On Point Loyalty , a global advisory firm exclusively niche to loyalty finance and strategy. He is the CEO at Fidivo , which has built the first off-the-shelf loyalty program financial tool analysis. Evert shares an executive style summary of his second published book "Loyalty Programs and the Currency Effect" and his perspe...
Mar 25, 2025•43 min•Season 1Ep. 654
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...
Mar 20, 2025•43 min•Season 1Ep. 653
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 increm...
Mar 18, 2025•54 min•Season 1Ep. 652
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 13, 2025•35 min•Season 1Ep. 651
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 fr...
Mar 11, 2025•48 min•Season 1Ep. 650
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...
Mar 06, 2025•43 min•Season 1Ep. 649
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 ...
Mar 04, 2025•39 min•Season 1Ep. 648
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 ...
Feb 27, 2025•44 min•Season 1Ep. 647
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 mindshar...
Feb 25, 2025•21 min•Season 1Ep. 646
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 ...
Feb 20, 2025•47 min•Season 1Ep. 645
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 conect...
Feb 18, 2025•54 min•Season 1Ep. 644
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 ...
Feb 13, 2025•39 min•Season 1Ep. 643
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...
Feb 11, 2025•36 min•Season 1Ep. 642
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 gues...
Feb 06, 2025•43 min•Season 1Ep. 641
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 tec...
Feb 04, 2025•41 min•Season 1Ep. 640
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 twent...
Jan 30, 2025•34 min•Season 1Ep. 639
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 ...
Jan 28, 2025•48 min•Season 1Ep. 638
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 beca...
Jan 23, 2025•42 min•Season 1Ep. 637
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, ent...
Jan 21, 2025•49 min•Season 1Ep. 636
