Let's Talk Loyalty

Best of the Back Catalogue 2020: Paul Smitton on Asia Miles, Innovation & the Future of Airline Loyalty (#798) 18.08.2026 51min

As part of our Best of the Back Catalogue, we’re revisiting a fascinating conversation with Paul Smitton, now President, International and Partnerships at Ascenda and formerly CEO of Asia Miles ( now Cathay / the Cathay Membership Programme.)A true loyalty industry veteran, Paul shares insights from his remarkable career, from his “baptism of fire” building Air New Zealand’s first loyalty programme in 1991 to leading one of Asia’s most recognised loyalty programmes, Asia Miles.In this episode, Paul explores the importance of customer focus and innovation, sharing his thinking on blockchain, WhatsApp and the evolution of Asia Miles’ partnerships across dining and eCommerce.It’s a great conversation filled with practical insights, memorable stories and a powerful reminder of what it means to have a true loyalty mindset.The episode was released in 2020.Show Notes:1) Paul Smitton2) Cathay / the Cathay Membership Programme3)#65: Paul Smitton talks Asia Miles, Innovative Ideas in Airline Loyalty and Preparing for Travel's Inevitable Rebound

Dave Canty: Celebrating One of our Industry's Most Respected Leaders (#797) 13.08.2026 45min

Dave Canty needs minimal introduction to the world of loyalty. He is the 2026 International Loyalty Personality of the Year, and this interview we'll engage all loyalty professionals as we learn from Dave and his rich loyalty career.With a career spanning three decades and across multiple industries of airlines, retail, hospitality, and now at Bilt Rewards, Dave shares his approach to all loyalty challenges and what has made a difference in the business he's worked in and his own personal career.The current role he's playing at Bilt Rewards is illustrative of the courageous approach he takes in changing consumers' lives and changing the business through loyalty.Show Notes:1)Dave Canty2)International Loyalty Personality of the Year,3)Bilt Rewards4) The Element: How Finding Your Passion Changes Everything

Best of the Back Catalogue 2020: Vodacom South Africa Launches Vodabucks (#796) 11.08.2026 45min

This episode from our Best of The Back Catalogue explores how Vodacom South Africa launched Vodabucks back in 2020, an innovative loyalty programme designed to recognise, reward and drive customer behaviour.Jorge Mendes, Former Chief Officer, Consumer Business Unit, shares how Vodacom uses gamification, brand partnerships and global loyalty best practices to build engagement and drive profitable customer behaviour.Mr. Mendes is now the Chief Executive Officer of Cell C and has been since July 2023.Show Notes:1) Vodabucks2)Jorge Mendes - now Chief Executive Officer of Cell C South Africa3)#63: Vodacom South Africa Launches Vodabucks

Audience Rewards: Transforming Broadway Loyalty Through Fan Engagement (#795) 06.08.2026 44min

In this episode, we bring Audience Rewards President Katie Dalton to center stage. Katie leads the ongoing development and operation of Audience Rewards, while also serving as Co-Founder of The Broadway Women’s Alliance.Audience Rewards is the only loyalty programme dedicated to Broadway and has continued to evolve into a best-in-class audience engagement platform. Founded by the primary theatre owners, the programme helps shows better understand, engage and retain theatregoers, while creating new opportunities to connect Broadway with audiences and partners in meaningful ways.Under Katie’s leadership, Audience Rewards has expanded its role in transforming how Broadway connects with fans—leveraging loyalty, partnerships and customer insights to create deeper relationships with theatre audiences.Hosted by Bill HanifinShow Notes:1) Katie Dalton2)Audience Rewards3) Broadway4) Tiny Beautiful Things (Book Recommendation)

Best of the Back Catalogue: What makes a Coalition Loyalty Programme Truly Successful?(#794) 04.08.2026 42min

In this Best of the Back Catalogue episode, former Yuu Rewards COO Mark Sage shares the story behind building one of Hong Kong's most successful loyalty programmes, from complex technology integrations to creating a customer experience that truly resonated.🎧 Listen now to discover the lessons behind a standout loyalty launch.Show Notes:1) Yuu Rewards2) Mark Sage3) #61: Yuu Rewards, Hong Kong's New Coalition Programme

7-Eleven: Loyalty, AI & Redefining Convenience for the Next 100 Years (#793) 30.07.2026 49min

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, Nyeleti reconnects with Raghu Mahadevan, Executive Vice President, Chief Digital Officer and Chief Information Officer at 7-Eleven, five years after his first appearance on the show, to explore how one of the world's most iconic retailers is evolving its loyalty, digital, and AI strategy.The conversation explores the growth of 7Rewards, the integration of Speedy Rewards, and how personalization is expanding across fuel, in-store, and digital experiences to create more connected customer journeys.A key theme is that innovation is rarely a straight line. From mobile checkout and conversational AI to customer engagement and loyalty, Nyeleti and Raghu discuss why successful innovation depends on continuous testing, learning, and knowing when to pivot as customer expectations evolve.Looking ahead to 7-Eleven's centenary, they explore what the future of convenience looks like—and how loyalty, technology, and customer insight will shape the next 100 years.This episode offers a practical perspective on building loyalty at scale while continuously redefining convenience.Hosted by Nyeleti Sue-Angel Nkuna.Show Notes:1) Raghu Mahadevan2) 7-Eleven3) 7Rewards4) Proximity - Book recommendation5)#161: 7-Eleven Shares Secrets to Success & Driving Loyalty with 7REWARDS.

Best of the Back Catalogue: How BP Built Global Loyalty Beyond Points (#792) 28.07.2026 48min

In this Best of the Back Catalogue episode of Let's Talk Loyalty, we revisit a conversation with BP, one of the world's largest fuel retailers.Olivier Martinet, who led BP's loyalty initiatives for more than 26+years, shares how the company tailors its digital platforms and loyalty strategies to different market needs while maintaining global standards. From moving beyond points to delivering mass-personalised experiences, this episode explores how BP drives meaningful customer loyalty at a global scale.Show Notes:1)Olivier Martinet - Former VP Global Retail Marketing, Insights & Loyalty2) BP3) #60: BP Discusses Driving Loyalty in Fuel & Convenience Globally

The Loyalty Roast: Challenging Loyalty Myths (#791) 23.07.2026 44min

What happens when two loyalty experts stop agreeing and start challenging everything?Adam Posner and Carly Neubauer bring their bold, unscripted Loyalty Roast format to Let's Talk Loyalty & Loyalty TV , tackling the biggest debates shaping the industry today.From whether friction can actually strengthen experiences, to the truth behind emotional loyalty and the risks of disguising benefit cuts as improvements, this episode delivers honest opinions, fresh perspectives, and a provocative look at the future of loyalty in the age of AI.Hosted by Charlie Hills Show Notes:1) Adam Posner2) Carly Neubauer3) Unreasonable Hospitality - Book recommendation4) Behave - Book recommendation

Best of the Back Catalogue: How Wiiv Rewards United Mauritius Through Loyalty (#790) 21.07.2026 46min

In this Best of the Back Catalogue episode of Let's Talk Loyalty, we revisit the story of Wiiv Rewards, Mauritius' pioneering coalition loyalty programme launched by IBL Group.Designed to unite leading brands across grocery, pharmacy, transport and leisure, Wiiv built a community-first loyalty ecosystem that quickly gained international recognition. In 2018, the programme won the Regional Loyalty Champion Award for the Middle East & Africa and was Highly Commended for Best New Loyalty Programme Launch at the Loyalty Magazine Awards.A timeless conversation exploring coalition loyalty, community engagement and the strategies behind one of Africa's most celebrated loyalty programme launches.Show Notes:1)Wiiv Rewards, Mauritius2)Delphine Lagesse3) Cécile Henry4)#57: Award-winning loyalty programme in Mauritius - Wiiv Rewards

Beyond the Account Balance with PNC TotalRewards (#789) 16.07.2026 54min

Wise Marketer Group's CMO, Aaron Dauphinee, connects with PNC Bank's Head of Loyalty Strategy and Platforms, Victoria Dravneek, to talk about how PNC Bank is building genuine customer loyalty in a category where trust is the product - and what the launch of PNC TotalRewards tell us about the future of relationship banking.In April 2026, PNC Bank officially launched PNC TotalRewards — a new relationship-based loyalty program that gives clients a clear, structured way to see the value of their banking relationship and earn greater benefits as that relationship grows. With Silver, Gold, and Platinum tiers tied to relationship depth — and benefits spanning enhanced credit card rewards, elevated savings rates, cash rewards on lending, and priority servicing — PNC TotalRewards represents one of the most substantive loyalty moves a major U.S. bank has made in years.Show Notes:1) Victoria Dravneek2) PNC Bank3) PNC TotalRewards4) Ultimate Question by Fred Reichheld

Best of the Back Catalogue | The Story of Vodafone's VeryMe Rewards #788 14.07.2026 33min

In this Best of the Back Catalogue episode, we revisit our conversation with Camilo Courtenay, Former Loyalty Product Manager for Vodafone UK's award-winning VeryMe Rewards programme.Launched in 2018, VeryMe Rewards has become a standout example of customer loyalty in the highly competitive telecommunications sector, delivering personalised experiences and driving nearly 30 million reward redemptions in just two years.Camilo shares how Vodafone uses partnerships, personalisation and customer feedback to create meaningful rewards that go beyond transactions. He also explores the brand's innovative gifting strategy, designed to build emotional loyalty by delighting customers and even extending value to their family and friends.This episode is packed with practical insights for loyalty professionals looking to strengthen retention, create emotional connections and design loyalty programmes that stand out in crowded markets.Show Notes:1) Camilo Courtenay2) Vodafone UK3) VeryMe Rewards 4) #55: Vodafone UK's Loyalty Programme - Very Me Rewards with Camilo Courtenay

ITA Group Research Reveals Powerful Loyalty Drivers (#787) 09.07.2026 49min

Today’s edition of Let’s Talk Loyalty and Loyalty TV discusses ITA Group’s latest loyalty research “Quantifying Customer Loyalty’s Hidden Drivers”, featuring educational and actionable insights around the power and importance of emotional connection.Our guest is Chris Jones, Senior Vice-President for ITA Group.Based in the USA and 100% employee owned, ITA Group is a global engagement and loyalty consulting company that helps clients improve business performance through experiences, incentives, loyalty programs, research, and technology.Chris unpacks this research showing that emotionally connected customers visit 8x more often and spend about a third more than other customers, using real examples from leading brands like Casey's, North Face, and Chewy.The research also shows why frontline employees can make or break a program, and where AI genuinely adds value in personalization at scale.Hosted by Bridget Blaise-ShamaiThis episode is sponsored by ITA Group,Inc.Show Notes: 1)Chris Jones2) ITA Group Research: Quantifying customer loyalty’s hidden drivers3) ITA Group Research: Transforming Customer Loyalty Programs4) For more information about ITA Group’s Customer Loyalty Solutions: https://www.itagroup.com/what-we-do/customer-loyalty5)Book recommendation: How Great Ideas Happen: The Hidden Steps Behind Breakthrough Success:

Best of the Back Catalogue | How Shell Built Global Loyalty Success (#786) 07.07.2026 40min

This week, we're revisiting a standout episode from the Let's Talk Loyalty's back catalogue, first released in 2020. Pavel Los, Former Global Loyalty Manager at Shell, shares how one of the world's largest brands built award-winning loyalty programmes across multiple markets—covering customer value, partnerships, meaningful measurement and sustainability.Six years on, these insights remain just as relevant for anyone designing loyalty strategies today.Show Notes:1) Pavel Los2) Shell Go+3) Shell Clubsmart4) #53: Driving Loyalty in Shell worldwide - Pavel Los shares insights on his award-winning loyalty programmes

Beyond the Points: What Loyalty Really Means | The Nudge Lab (#785) 02.07.2026 48min

Dr Kaveer Maharaj, CEO of The Nudge Lab, who holds a PhD in Loyalty and Behavioural Science joins Let's Talk Loyalty and Loyalty TV to challenge how the industry defines and measures loyalty.Together we explore whether "loyalty programmes" is even the right term, the three types of loyalty (including the one often overlooked), and why brands struggle to measure true customer value beyond transactions and points. The discussion also highlights key industry challenges, from capability gaps to quantifying emotional and behavioural loyalty in a commercially meaningful way.A thought-provoking conversation on whether the industry is truly measuring what matters.Hosted by Lisa Brightwell.Show Notes: 1) Dr Kaveer Maharaj2)The Nudge Lab3)The Psychology of Money by Morgan Housel

Best of the Back Catalogue | Creating Emotional Connections That Last (#784) 30.06.2026 34min

This week, we revisit our conversation with Kim Hardaker Former Vice President of Loyalty & Partnership from Etihad Guest, now VP of Loyalty & Sustainability at Riyadh Air. Kim shares how Etihad Guest — with 7M+ members worldwide — evolved through unprecedented disruption, including the launch of its standout "World of Thoughtfulness" campaign.Show Notes:1)Kim Hardaker2)Etihad Guest3) #48: Etihad Guest - Loyalty Insights from Etihad Airways

Epsilon: Driving Commercial Change Through Gamification (#783) 25.06.2026 44min

This episode of Let’s Talk Loyalty and Loyalty TV is a Perfect Master Class in Gamification. We had the pleasure of talking to Mrinalini Chowdhary, Director of Strategy and Insights at EMEA Epsilon.Epsilon has been helping clients deliver loyalty objectives globally for more than 50 years. Epsilon Loyalty combines deep loyalty expertise with enterprise-grade technology to create growth-based programs that fundamentally change habits and deliver measurable long-term value to its clients.However, today's podcast is not about technology. It is not about points, tiers, business rules.It is about gamification, changing customer behavior through truly understanding consumer psychology.Hosted by Amanda CromhoutThis episode is sponsored by Epsilon.Epsilon has been helping clients deliver on their loyalty objectives globally for more than 50 years. Today, Epsilon Loyalty combines deep loyalty expertise with enterprise-grade technology to create growth-based programmes that fundamentally change habits and deliver measurable long-term value.Show Notes:1)Mrinalini Chowdhary2)Epsilon3)Atomic Habits - James Clear

Best of the Back Catalogue | Gamification and Loyalty Innovation at Dell (#782) 23.06.2026 1u 7min

We revisit insights from Dell’s Mitch Kennedy on how one of the world’s most iconic technology companies is “powering the next technological revolution” through loyalty and engagement innovation.With a strong focus on clear and measurable business outcomes, Mitch shares perspectives on the effectiveness of transactional rewards, the growing role of gamification, and the importance of understanding human psychology in shaping customer behaviour. The conversation also highlights the evolution and global impact of Dell’s Advantage Rewards programme and broader loyalty initiatives.Show Notes:1) Mitch Kennedy2) Dell Advantage Programme3) Book: Drive: The Surprising Truth about What Motivates Us by Daniel Pink4) Book: Actionable Gamification by Yu-Kai Chou5) #46: Dell's Global Loyalty Lead - Exploring Gamification

Zeta Global: Turning Loyalty Data into a Growth Engine (#781) 18.06.2026 54min

Zeta Global explores how organisations can unlock the full value of loyalty data and turn it into a powerful driver of customer growth, in conversation with Georgia Gkolfinopoulou and Chad S.White. Despite widespread recognition of loyalty programs as key engagement engines, many brands still struggle to translate data into action.Drawing on insights from a Forrester Consulting study, the discussion highlights persistent challenges including fragmented MarTech stacks, siloed systems, and limited data integration. While most organisations collect first- and zero-party data, many lack the infrastructure and alignment needed to activate it effectively across channels.Georgia and Chad, outline a clear path forward—centralised customer data, advanced analytics, and true omnichannel orchestration—alongside the growing role of AI, data augmentation, and intent signals. Together, these capabilities are reshaping loyalty from a transactional tool into a long-term customer relationship and growth engine.Hosted by Bridget Blaise-ShamaiThis episode is sponsored by Zeta Global Show Notes:1)Zeta Global 2)Georgia Gkolfinopoulou3)Chad S.White4)Forrester Consulting study5) Start with Why - Simon Sinek - Book Recommendation by Georgia6) The Checklist Manifesto - Book Recommendation by Chad7) Email Marketing Rules book by Chad S. White

Best of the Back Catalogue | How Sky VIP Redefined Customer Loyalty (#780) 16.06.2026 44min

When Sky recognised that loyal customers didn't always feel rewarded for their commitment, it transformed its approach to customer loyalty.In this classic Let's Talk Loyalty episode, Rob Chandler , Former Head of Customer Loyalty shares the story behind Sky VIP – the industry's first tenure-based programme built on the promise that "the longer you stay, the better it gets."From exclusive experiences to innovative ways of saying thank you, this episode offers timeless insights into creating loyalty that lasts.Show Notes:-1) Rob Chandler2) Sky VIP3) #39: Sky VIP UK with Head of Customer Loyalty, Rob Chandler

Inside Hyatt's Loyalty Strategy: Why Care Creates Customer Advocacy(#779) 11.06.2026 49min

Laurie Blair, SVP of Global Marketing & Loyalty at Hyatt, joins us today to unpack how Hyatt is redefining loyalty through its purpose of care. From “Empathy + Action = Care” to AI-driven personalization, strategic partnerships, and transparent reward design, Lloyd reveals how World of Hyatt continues to outpace expectations in hospitality loyalty. This episode explores how emotional connection, not just points, is shaping the future of loyalty.Hosted by Bridget Blaise – ShamaiShow Notes:1) Laurie Blair2) Hyatt3) Unreasonable Hospitality.

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