Podcast · Business

Let's Talk Loyalty

by Paula Thomas · English · Business

“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/

New episodes: Weekly
Typical length: 45 min
Latest: 15 Oct 2026
Language: English

Latest episode

15 Oct 2026 · 39 minNew

Canningvale: Building More Valuable Loyalty (#808)

This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ---------------------------------------- How can brands balance customer loyalty with profitability? Carly Neubauer speaks with Roz Travers-Hucker , Head of Marketing at Canningvale Australia , about using customer data, relevant rewards and emotional connections to drive sustainable growth. Roz shares lessons from Best Friends Group’s paid membership program and…

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Earlier episodes 29 most recent

S1 · E807 · 8 Oct 2026 · 58 min
TrueLoyal: Building Loyalty That Creates Incremental Value (#807)
What does it take to build a loyalty strategy that delivers more than points, discounts and transactions? Bridget Blaise-Shamai speaks with Jacek Materna , CEO of TrueLoyal , about the evolution of modern loyalty — from customer communities and authentic advocacy to gamification, UGC and connecting online and offline behaviour. Jacek shares real-world examples from brands including Nestlé Purina, Hero Cosmetics and more, while explaining why incrementality and measurable lift should be at the heart of every loyalty investment.They also explore how brands can turn customer communities into a…
S1 · E806 · 1 Oct 2026 · 52 min
Chili’s: Why Simpler Loyalty Is Driving Bigger Growth (#806)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ Chili’s sold close to 30 million margaritas last year — more than any other restaurant brand in the United States. The brand has just closed its twenty-first consecutive quarter of same-store sales growth. And the loyalty program sitting underneath that run has spent the last two years…
S1 · E805 · 24 Sep 2026 · 54 min
Inside the South African Loyalty Awards: What We Learned from a Year of Loyalty Innovation (#805)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com --------------------------------------------------------------------------- Fresh from the 8th South African Loyalty Awards and International Leaders in Loyalty Summit in Cape Town , Lisa Brightwell sits down with Amanda Cromhout , CEO & Founder of Truth Loyalty and Chair of the South African Loyalty Awards, to reflect on one of the biggest moments in the South…
S1 · E804 · 17 Sep 2026 · 31 min
Ahold Delhaize USA: Rethinking Loyalty in the Age of Personalisation & AI (#804)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com --------------------------------------------------------------------------- Our guest today is Megan Chickrell , Sr. Manager, Loyalty Strategy Ahold Delhaize USA . Megan is a dynamic marketer and a force in the grocery sector, just named as one of Progressive Grocer's 2026 Top Women in Grocery: Rising Stars! Ahold Delhaize USA is a division of global food…
S1 · E803 · 10 Sep 2026 · 38 min
Epsilon: Beyond Points — Why Loyalty Must Become a Long-Term Business Strategy (#803)
What happens when points, discounts and rewards are no longer enough to earn lasting customer loyalty? Elie Carrier-Walker , Vice President, International Client Services, Loyalty at Epsilon, explores how loyalty is evolving from a traditional marketing programme into a strategic business capability. Elie shares why successful loyalty strategies need to go beyond transactional rewards to build trust, emotional connection and long-term brand preference. We discuss the balance between transactional and emotional loyalty, the role of brand reliability, and why loyalty needs to be embedded…
S1 · E802 · 3 Sep 2026 · 41 min
Baker’s Delight: The Recipe for Emotional Loyalty (#802)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ What happens when a loyalty programme becomes deeply connected to the brand customers already love? In this episode we are joined by Pascale McBain , Head of Digital Customer Experience at Baker’s Delight , to explore how Dough Getters is strengthening customer relationships across…
S1 · E801 · 27 Aug 2026 · 44 min
Inside Vinted's CRM Strategy with Timothy Lange (#801)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ In this episode, Charlie Hills interviews Timothy Lange , CRM Lead at Vinted , a brand well known and loved by listeners. Tim leads the CRM team's messaging as the company transitions from a fashion resale platform to a multi-category marketplace and continues its expansion across…
S1 · E800 · 25 Aug 2026 · 46 min
Trust, Not Technology: Alice Sesay Pope on Leading AI Transformation That Customers—and Employees—Actually Believe In (#800)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ Today’s episode is in Audio only. In this episode, our host Nyeleti is joined by Alice Sesay Pope , a Fortune 100 executive, former Global Vice President at Amazon, and author of The Trust Algorithm , to explore why the hardest part of AI adoption isn't the technology at all—it's the…
S1 · E799 · 20 Aug 2026 · 42 min
Telstra Plus: Moving Beyond Points to Create Emotional Loyalty and Customer Value (#799)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ Tomas Warden, Group Owner of Digital Customer Success at Telstra , shares how Telstra Plus is moving beyond points and rewards to create meaningful customer experiences, drive retention and build emotional loyalty. Discover how Telstra is using digital innovation, travel partnerships…
S1 · E798 · 18 Aug 2026 · 51 min
Best of the Back Catalogue 2020: Paul Smitton on Asia Miles, Innovation & the Future of Airline Loyalty (#798)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E797 · 13 Aug 2026 · 44 min
Dave Canty: Celebrating One of our Industry's Most Respected Leaders (#797)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E796 · 11 Aug 2026 · 45 min
Best of the Back Catalogue 2020: Vodacom South Africa Launches Vodabucks (#796)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E795 · 6 Aug 2026 · 43 min
Audience Rewards: Transforming Broadway Loyalty Through Fan Engagement (#795)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E794 · 4 Aug 2026 · 43 min
Best of the Back Catalogue: What makes a Coalition Loyalty Programme Truly Successful?(#794)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E793 · 30 Jul 2026 · 48 min
7-Eleven: Loyalty, AI & Redefining Convenience for the Next 100 Years (#793)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E792 · 28 Jul 2026 · 47 min
Best of the Back Catalogue: How BP Built Global Loyalty Beyond Points (#792)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E791 · 23 Jul 2026 · 43 min
The Loyalty Roast: Challenging Loyalty Myths (#791)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E790 · 21 Jul 2026 · 45 min
Best of the Back Catalogue: How Wiiv Rewards United Mauritius Through Loyalty (#790)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E789 · 16 Jul 2026 · 54 min
Beyond the Account Balance with PNC TotalRewards (#789)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E788 · 14 Jul 2026 · 33 min
Best of the Back Catalogue | The Story of Vodafone's VeryMe Rewards #788
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E787 · 9 Jul 2026 · 50 min
ITA Group Research Reveals Powerful Loyalty Drivers (#787)
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…
S1 · E786 · 7 Jul 2026 · 41 min
Best of the Back Catalogue | How Shell Built Global Loyalty Success (#786)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E785 · 2 Jul 2026 · 50 min
Beyond the Points: What Loyalty Really Means | The Nudge Lab (#785)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E784 · 30 Jun 2026 · 35 min
Best of the Back Catalogue | Creating Emotional Connections That Last (#784)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E783 · 25 Jun 2026 · 41 min
Epsilon: Driving Commercial Change Through Gamification (#783)
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…
S1 · E782 · 23 Jun 2026 · 1 hr 6 min
Best of the Back Catalogue | Gamification and Loyalty Innovation at Dell (#782)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.com ------------------------------------------------------------------------------ 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…
S1 · E781 · 18 Jun 2026 · 52 min
Zeta Global: Turning Loyalty Data into a Growth Engine (#781)
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…
S1 · E780 · 16 Jun 2026 · 44 min
Best of the Back Catalogue | How Sky VIP Redefined Customer Loyalty (#780)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.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…
S1 · E779 · 11 Jun 2026 · 49 min
Inside Hyatt's Loyalty Strategy: Why Care Creates Customer Advocacy(#779)
This episode is sponsored by Tally – the loyalty platform from Phaedon . Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end. See what’s possible at TallyLoyalty.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…

About Let's Talk Loyalty

Let's Talk Loyalty is a English business podcast from Paula Thomas. Melo plays each episode straight from the publisher's own feed — no ads added, no account needed — and remembers where you stopped, in this browser only.

Publisher: Paula Thomas
Language: English
Category: Business
New episodes: Weekly
Typical length: 45 min
Latest episode: 15 Oct 2026
Feed: RSS — paste into any podcast app
Apple Podcasts: podcasts.apple.com/podcast/id1477471222
Rights: Paula Thomas

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