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Let's Talk Loyalty

Let's Talk Loyalty

Hosted by Paula Thomas

BusinessExplicit
WebsiteRSS feed

Episodes

780

Latest episode

Jun 2026

Language

EN

About the show

“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals. If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world. Check out our website on: http://www.letstalkloyalty.com/

Listen to episodes

60 recent
June 16, 202644 min

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

AI platforms are changing how customers discover brands.Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.Sign up for their live session at loyaltyinsiders.com.--------------------------------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

June 11, 202649 min

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

AI platforms are changing how customers discover brands.Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.Sign up for their live session at loyaltyinsiders.com.--------------------------------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.

June 9, 202640 min

Best of the Back Catalogue | ebookers Bonus+ Rewards Programme (#778)

AI platforms are changing how customers discover brands.Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.Sign up for their live session at loyaltyinsiders.com.--------------------------------As loyalty programmes continue to evolve, some of the most valuable lessons come from brands that focused on simplicity and customer value from the start.In this episode of Let's Talk Loyalty, we revisit the story of the ebookers Bonus+ Rewards Programme, launched by online travel agency ebookers in 2016. Designed to be straightforward, generous, and mobile-first, Bonus+ demonstrated how travel brands could use loyalty to create meaningful differentiation in a highly competitive market.Listen back as the team shares how they built the programme, the key performance indicators that mattered most, and how they adapted their thinking around member needs and expectations during the unprecedented challenges of the COVID-19 pandemic.Since this conversation was first recorded, ebookers' parent company, Expedia Group, has continued to consolidate its loyalty strategy across its portfolio of travel brands. Looking back, this episode provides a fascinating snapshot of a period when individual travel brands were developing distinctive loyalty propositions of their own, offering lessons that remain highly relevant for loyalty professionals today.Whether you're interested in travel loyalty, digital engagement, or the enduring power of keeping loyalty simple, this episode is well worth revisiting.Show Notes:1) Nicki Helfet2) ebookers Bonus+ Rewards Programme3) Expedia Group4) #38: ebookers Bonus+ Rewards Programme

June 4, 202656 min

Rory Sutherland & Dan Bennett on Behavioural Science, Loyalty & How People Really Decide (#777)

AI platforms are changing how customers discover brands.Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.Sign up for their live session at loyaltyinsiders.com.--------------------------------In this episode we are delighted to interview Rory Sutherland and Dan Bennett, respectively the President Emeritus and the Senior Partner, Lead of Behavioural Science, for Ogilvy Consulting.Rory has a fascination with the vagaries of human decision making – he sees the world of advertising, marketing and loyalty as a sort of Galapagos Island for behavioural science. An accidental TikTok star as well as a celebrated speaker and writer, Rory has found his blend of wit and behavioural insight resonates with audiences far beyond the boardroom. It’s this same passion that inspired him to found Ogilvy’s Behavioural Science Practice and to write his Book Alchemy: the Surprising Power of Ideas that don’t quite make sense. His 12-week CPD accredited MAD//Masters course helps marketers make sense of accelerated disruption and use a tried and tested mix of creativity, innovation and behavioural science to their competitive advantage.Dan is the global lead of behavioural science at Ogilvy Consulting, pioneering the creative application of behavioural science to solve complex challenges. He has managed over 1000 behaviour change projects with a portfolio spanning 100+ major brands. He also curates Nudgestock, the world’s largest behavioural science festival.In this episode, Rory and Dan share their insights on loyalty, behavioural science and cover hot topics from their favourite programmes, to generosity to subscriptions to partnerships and more. We’ll also be learning about their favourite books and highlights and key learnings from the many sectors and programmes they have worked on.Hosted by Charlie HillsShow Notes:- 1) Rory Sutherland2) Dan Bennett3) Ogilvy Consulting4) Nudge Stock5) MAD//Masters6) Obvious Adams (Book Recommendation)7) Creativity (Book Recommendation)8) Alchemy (Book Recommendation)9) Positioning: The Battle of Your Mind ( Book Recommendation)10) Reimagining Cinema Loyalty: Polly Jones on Digital, Data & the Future of ODEON (#739)

June 2, 202639 min

Best of the Back Catalogue | Rakuten Rewards — Affiliate Marketing, Cashback & Global Partnerships (#776)

AI platforms are changing how customers discover brands.Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.Sign up for their live session at loyaltyinsiders.com.--------------------------------In this Best of Our Back Catalogue episode, we speak with Kristen Gall about how Rakuten Rewards became one of the world’s largest cashback programs. We explore affiliate marketing, major brand partnerships, global sports sponsorships, and emerging retail trends shaping consumer spending today.Show Notes: 1) Kristen Gall2) Rakuten3) Rakuten US 4) Rakuten Group 5) Rakuten Optimism Conference6) Marketplace 3.0 – by Hiroshi Mikitani (Author)7) #36: Rakuten Rewards

May 28, 202633 min

Inside BofA Rewards: Bank of America’s New Vision for Customer Loyalty (#775)

AI platforms are changing how customers discover brands.Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.Sign up for their live session at loyaltyinsiders.com.--------------------------------Today's episode is with Shikha Narula - Managing Director, Head of Consumer Deposit Products, Transformation and Rewards – Bank of America.Bank of America recently announced BofA Rewards, a no fee program designed to reward clients throughout their financial journey. The program went live on May 27, 2026, and represents an evolution of Preferred Rewards that embodies a comprehensive approach to customer loyalty.Shikha and we dig in to why this approach is well suited to build strong and lasting relationships with banking customers and how it is strategically positioned into BofA’s overall growth strategy.Shikha and her team are responsible for developing and delivering client-centric strategies and innovative solutions to meet Bank of America’s clients’ current and emerging financial needs. Prior to joining Bank of America in March 2022, Shikha was the head of US Consumer Lending Products at American Express and previously worked with Citigroup for 16 years.Hosted by Bill Hanifin - Wiser Loyalty podcast, a series produced in partnership between Let’s Talk Loyalty and The Wise Marketer™.*Please note the episode was recorded on March 31 2026 prior to the new BofA Rewards launch*Show Notes :-1) Shikha Narula2) Bank of America.3) BofA Rewards5) Smart Brevity (Book Recommendation)6) The Wall Street Journal (Article Recommendation)

May 26, 202636 min

Best of the Back Catalogue | AAdvantage: Loyalty Lessons That Still Matter Today (#774)

AI platforms are changing how customers discover brands.Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.Sign up for their live session at loyaltyinsiders.com.--------------------------------This week, we’re revisiting one of our most insightful conversations with Bridget Blaise-Shamai, former President of the AAdvantage Program at American Airlines — and now one of our wonderful Let’s Talk Loyalty hosts.In this episode, Bridget shares timeless lessons on customer engagement, personalization, loyalty ecosystems, and why relevance is at the heart of every successful loyalty strategy.From building emotional connection with customers to creating value beyond travel, this conversation remains incredibly relevant for loyalty marketers today.A must-listen episode for anyone thinking about the future of loyalty, trust, and customer relationships.Show Notes:1) Bridget Blaise-Shamai2) AAdvantage Program3) American Airlines4)#32: AAdvantage - Caring for Loyal Customers through Challenging Times.

May 21, 202650 min

How ButcherBox Built an Award-Winning Loyalty Program (#773)

AI platforms are changing how customers discover brands.Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.Sign up for their live session at loyaltyinsiders.com.--------------------------------Our guest today is Reba Hatcher, Chief Commercial Officer, ButcherBox. Launched in 2015, ButcherBox set out to do something deceptively simple: deliver high-quality, humanely raised meat and seafood directly to consumers who were tired of compromising at the grocery store. A decade later, the company is one of the central options of the American grocery shopping experience.In this conversation we learn the answer to one big question: “what does loyalty look like for a brand whose business is subscription based? Reba talks about the development and launch of “Sizzle Society”, explaining how ButcherBox designed a loyalty program that fits the rhythms of a subscription business. The program has registered impressive results to date - a 2x ROI, near-universal opt-in, and a flagship experience, the Chef’s Table dinner series.Hosted by Bill HanifinShow Notes1)Reba Hatcher2) ButcherBox3) Walk Through Fire (Book Reccomendation)

May 19, 202644 min

How e& Turned Smiles into a Digital Lifestyle Ecosystem (#772)

AI platforms are changing how customers discover brands.Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.Sign up for their live session at loyaltyinsiders.com.--------------------------------Smiles by e& is a leading UAE lifestyle and loyalty ecosystem that has evolved far beyond traditional telecom rewards into a full-scale digital engagement platform.Antonio Ricciardi explains how Smiles transformed from a conventional telecom loyalty programme into one of the UAE’s most connected lifestyle ecosystems.The platform now extends beyond telco customers, delivering everyday relevance through grocery, strategic partnerships, personalization, and AI. This shift reflects a broader vision of loyalty — moving from standalone rewards to integrated digital commerce ecosystems that shape daily consumer behaviour.Hosted by Lisa BrightwellShow Notes:1) Antonio Ricciardi2) e&3) Smiles4) The Mamba Mentality (Book Recommendation)

May 14, 202645 min

Hilton Honors Strategy: Loyalty, Growth,& the Guest Experience at a Global Scale (#771)

AI platforms are changing how customers discover brands.Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.Sign up for their live session at loyaltyinsiders.com.--------------------------------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

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