Let's Talk Loyalty

In this episode of Let’s Talk Loyalty and Loyalty TV, Carly Neubauer speaks with Claudia van de Tonnekreek, Head of the relaunched IGA Rewards program at Metcash. With over a decade of experience leading the American Express rewards program, Claudia brings deep expertise in creating customer-centric loyalty strategies. She shares how IGA is focusing on targeted offers and cashback rewards while ensuring customers feel seen, heard, and understood. From her early inspiration with cereal box promotions to today’s challenge of delivering value without overwhelming customers, Claudia discusses the importance of curiosity, authenticity, and human connection in loyalty marketing.Hosted by Carly Neubauer Show Notes:1) Claudia van de Tonnekreek2) MetCash3) IGA Rewards4) Eleven Rings

This episode is also available on Loyalty TV.In this episode Charlie is delighted to welcome Andy Chalcroft, the Vice President, Head of North America Co-brand and Global Center of Excellence for VISA. Andy leads the co-brand program development across US and Canada, and supports globally. He helps in market, regional and global teams deliver world leading co-brands and partnerships for Visa clients, focusing on every aspect from new business development to existing portfolio enhancement. Andy brings a deep experience of Co-brand, Cards, Loyalty, and banking having led the Visa Co-brand partnership development function in the Asia Pacific region before relocating to the North America. Today we’ll be learning about his favourite books, the secrets behind co-branded cards, all about VISA and loyalty programs that actually work, and how to engage Gen Z.  Hosted by Charlie Hills  Show Notes :1) Andy Chalcroft2) VISA 3) European Loyalty Whitepaper4) Mando-Connect 5) A Brief History of Time by Stephen Hawking (Book)

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish. En el nuevo episodio de Let’s Talk Loyalty en Español conversé con María Romero Panizo, de MeliáRewards (Hoteles Meliá). Hablamos de cómo está diseñado el programa, cómo se opera en la red global de hoteles, y del rol de la data y del apoyo C-level para convertir la lealtad en una verdadera palanca de negocio. En este episodio:·      La estructura de MeliáRewards y sus pilares.·      Cómo escalar la operación del programa a nivel mundial sin perder cercanía con el huésped.·      La data como base para personalizar, medir y decidir. ·      Por qué el patrocinio del C-suite puede marcar la diferencia entre “un programa más” y una estrategia de crecimiento.Hosted by Alex Saul Show Notes:1) María Romero Panizo2) MeliáRewards3) Start with Why . Simon Sinek

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.In today's episode  Aaron Dauphinee, from the Wise Marketer Group  speaks with Lisa Copeland who is the VP of Loyalty and Customer Engagement for Amtrak. Amtrak is the national passenger railroad company for the United States with more than 32 million passengers stepping aboard Amtrak’s trains in 2024 and the rail line also sees 87K rides on 300+ trains daily.  Prior to Lisa's career she held a balance of Customer Engagement and Brand roles at powerhouse brands such as Lowe's, Hilton and Pandora. This has her bringing forward a set of changes at Amtrak that will properly see Brand Marketing and Customer Loyalty delivered in unison to provide their customers with experiences, benefits and rewards, and product innovation (i.e. new train design and features) to create a viable alternative to air and car travel. It's a conversation about delivering big "L" loyalty that you will not want to miss.Show Notes:1) Lisa Copeland2) Amtrak3) The Wise Marketer™4) Unreasonable Hospitality - AudioBook5) Unreasonable Hospitality - Book

Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons. Our guest Joy Das Gupta has built an incredible career in loyalty, spending over thirteen years shaping many of the most exciting and innovative propositions at Starbucks in the US market.Now an independent loyalty consultant, Joy works with clients such as Brooks Running and has previously supported global brands including Coca-Cola, Stanley Black & Decker, Cisco Systems, and Samsung during his time at Merkle.In this episode, Joy shares valuable insights along with common pitfalls that loyalty professionals should watch out for, making this conversation as relevant today as ever. Listen to enjoy our conversation with Joy Das Gupta from Das Gupta Consulting LLC. Show Notes:1) Joy Das Gupta2) Watch the full interview at www.Loyalty.TV

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Recognised as the most decorated loyalty brand in global awards, Myer One has been on an extraordinary journey of transformation since 2019.In this episode, Rob Pope, GM Customer at Myer, reveals how the program has evolved into the ‘beating heart’ and ‘engine room’ of Australia’s second-largest apparel retailer. With data as the driving force, Myer One has crafted a powerful, customer-first success story.Hosted by Amanda Cromhout.Show Notes:1) Myer One2) Intrapreneuring   (Book)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Hosted by Paula Thomas, today's episode features the announcement of guest host Lisa Brightwell – the Founder and Managing Director of Bright Insights Consulting - a boutique loyalty consultancy firm based in the UAE.Bright Insights is a renowned consulting firm who are designing, building and running loyalty programs for some of the best known and most respected brands in this region.In today’s episode, you’ll hear the extraordinary expertise that Lisa will be sharing with you each month, including her own insights, insights from her guests and her extended team of industry experts.Please enjoy today’s conversation with Lisa Brightwell from Bright Insights Consulting.Show notes:1) Lisa Brightwell2) Bright Insights Consulting3) The Monk Who Sold His Ferrari

In this heartfelt episode, we welcome Jacqui Solly, Loyalty Manager at Australian Red Cross Lifeblood, to explore a truly unique loyalty program that goes beyond points and rewards. Jackie shares how simple acts of giving blood translate into hundreds of thousands of lives saved, alongside personal stories that reveal the deep emotional impact behind every donation. We discuss how Lifeblood balances humor, advocacy, and intrinsic motivation to create a compelling donor experience, applying loyalty marketing principles in a life-changing context. Whether you’re a loyalty professional or simply curious about how small actions can create massive impact, this episode will inspire you to see loyalty in a whole new light.Hosted by Carly Neubauer Show Notes:1)Jacqui Solly2)Australian Red Cross Lifeblood,3) Start with Why

This episode of Let's Talk Loyalty and Loyalty TV is in Spanish. ¿Quieres llevar tu estrategia de lealtad al siguiente nivel? En el episodio más reciente de "Let's Talk Loyalty en Español", contamos con la valiosa perspectiva de Federico Rosas Couret, Consultor Principal en Loyalty & Reward Co. y un experto de primera línea en Customer Loyalty. Federico nos revela cómo diseñar programas de lealtad que ofrezcan mucho más que solo puntos, la receta para lograr un desarrollo exitoso y cómo asegurar un compromiso que impregne cada rincón de tu organización. Además, compartiremos insights sobre la medición del desempeño adaptada a la madurez del programa, y cómo la data y la inteligencia artificial se convierten en tus mayores aliados.Hosted by Alejandro Gonzalez-Saul Show Notes:1) Federico Rosas Couret2) Loyalty & Reward Co3) “El Ladrón de Arte” de Michael Finkel

In this episode, Shannon Miller from IBM and Tom Bockholt from Salesforce discuss how they are enabling clients to accelerate the adoption of AI to transform and elevate customer loyalty strategies and the end to end customer experience.They explore how innovative companies are using AI to drive hyper-personalization, respond to evolving customer expectations, and embed loyalty across the customer journey.The conversation touches on navigating investment risks, overcoming legacy system challenges, and the rising influence of content creators in an increasingly fragmented marketing landscape.Case studies and real-world examples highlight how IBM and Salesforce help clients innovate, implement faster, and deliver measurable business value in an increasingly complex and fast-paced digital and AI powered environment.This episode is sponsored by IBM and Salesforce.Hosted by Bridget Blaise-Shamai.Shownotes:1) Shannon Miller2) IBM3) Tom Bockholt4) Salesforce5) Book: Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty by Patrick Lencioni6) Book: Trailblazer: The Power of Business as the Greatest Platform for Change by Marc Benioff

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TVThe Wiser Loyalty podcast series is produced in partnership between Let’s Talk Loyalty and The Wise Marketer™. Twice a month, we bring you an interview with a C-level executive who has transformed strategy into practical application to generate business results.In this episode Bill Hanifin speaks with recognized industry figure Peter Menges, SVP Customer Engagement and Loyalty with Sandals Resorts International. Sandals is a boutique luxury resort,brand that is Caribbean based and global in its appeal.In this session, you’ll hear Peter’s take on why loyalty is a by product of behavior, how to build and nurture vibrant customer communities and how customer experience is central to maintaining long term customer loyalty.Show Notes:- 1) Peter Menges2) Sandals Resorts International3) The Storyteller: Tales of Life and Music4) George Marshall: Defender of the Republic

Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons. In this archived episode, Ben Lipsey — Senior Vice President of Customer Loyalty and President of Flying Blue, the joint loyalty program of Air France, KLM, and Transavia — shares a fascinating look into the evolution of airline loyalty.Originally recorded at a time when Flying Blue had just surpassed 22 million members, Ben talks through their bold program updates, including new member propositions, pricing changes, and the creation of a dedicated legal structure for Flying Blue. He also reveals their plans to explore a subscription-based loyalty model.Revisit this conversation for timeless insights on innovation, structure, and strategy in one of Europe’s most dynamic airline loyalty programs.This episode was published on 11 January 2024Show Notes:1)⁠ Ben Lipsey⁠2) ⁠Air France⁠3) ⁠KLM⁠⁠4) ⁠Transavia⁠⁠5) ⁠⁠Flying Blue⁠⁠

Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons. As Ford Motor Company celebrates 120 years of innovation, we’re bringing back one of our standout conversations — this time with Beth Leverton, Director of Rewards, Loyalty & CX at the Ford Motor Company.Originally recorded after the Comarch User Group conference in Poland, this episode dives into what it takes to build customer loyalty for a global giant that operates in over 126 countries.Beth shares the evolving vision behind Ford’s loyalty strategy — how they’re balancing legacy with future-focused thinking, and what loyalty looks like beyond the dealership floor.Whether you missed it the first time or are tuning in again, this conversation is packed with insights into customer experience, emotional loyalty, and brand trust at scale.Hosted by Paula ThomasShow Notes :-1) The Ford Motor Company2) Beth Leverton⁠3) www.Loyalty TV⁠

Join us as Heather Garboden, Chief Customer Officer at American Airlines, reveals how the airline is reshaping customer loyalty beyond traditional rewards programs. From enhancing digital tools to elevating premium experiences, Heather shares how data-driven insights and cross-team collaboration are driving initiatives that make travel easier, more personalized, and truly seamless across the OneWorld alliance.Discover how small operational changes—like improved boarding processes and reduced gate-checked bags—are creating big wins for both customers and the airline. This episode dives into the emotional connection, trust, and reliability that American Airlines fosters to turn everyday travelers into lifelong advocates.Hosted by Bridget Blaise-Shamai Show Notes:1) Heather Garbodin2) American Airlines3) Grit: The Power of Passion and Perseverance 4) Moments of Truth 5) AAdvantage from American Airlines - Insight-led Innovation & Industry Leadership6) AAdvantage - Caring for Loyal Customers through Challenging Times.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.eBucks Rewards is truly an exceptional programme as you’ll hear so we're delighted to welcome Pieter Woodhatch - CEO of eBucks Rewards in South Africa as today's guestOwned and operated by First National Bank, it is one of South Africa's leading rewards programmes which has now been rewarding banking customers for 25 years! Pieter today explains how members can earn eBucks while doing everyday things – like filling up with fuel, buying airtime and shopping in their partner retailers including important categories like pharmacy and grocery shopping - and then they can spend those eBucks on anything from a dream holiday to monthly essentials or the latest gadget. Please enjoy our conversation with Pieter Woodhatch from eBucks Rewards.  Hosted by Paula Thomas.Show Notes:1) Pieter Woodhatch 2) eBucks3) Rassie: Stories of Life and Rugby4) #416: South Africa’s FNB eBucks Rewards is the biggest winner at The International Awards