Loyalty Wired

Is Costco the platonic ideal of a customer-centric business model? Join us as we explore the joys of the world's third-largest retailer.

In which we look at airline loyalty program devaluations from the airline's perspective and ask why airlines are historically such poor communicators.

Rob Burgess, Editor of Head for Points, and Ben Lipsey, SVP at Air France-KLM, share their expertise on recent loyalty program changes. They discuss British Airways' controversial shifts, including higher thresholds for elite statuses, and the potential alienation of its most valuable customers. The conversation dives into how these changes might push frequent flyers to more attractive competing programs. They also examine the evolving landscape of airline loyalty, emphasizing the importance of emotional connections and strategic partnerships in retaining customer loyalty.

The behind-the-scenes story of the recently shuttered Disney Movie Insiders program, told by the former Disney executives who launched it.

In which Iain and Rick unpack the British Airways brouhaha, the exodus of Gen Z shoppers from luxury brands, and the Clash of the Retail Titans.

Is getting healthy one of your New Year’s resolutions? In this episode, our expert panel explores how incorporating health and wellbeing features can help brands build deeper emotional connections with their customers. We’re joined by an incredible line up of guests - Ros Netto of Virgin Active, Kylie Howe of WithU and Anya Jones, formerly of AXA Health and now Head of CRM and Loyalty at Eurostar. Tune in today to get your new year off to a healthy start.

Seven global loyalty experts make their predictions for 2025. Featuring Stuart Melim, Joanne Ward, Pavel Los, Caroline Papadatos, Adam Posner, Rick Ferguson and Iain Pringle.

In this episode, we dive into the data on Black Friday sales and parse the implications. Plus, we unpack the Spirit Airlines bankruptcy and partner with the International Loyalty Awards.

Our panel of experts review their predictions for the loyalty industry in 2024 and we crown the Loyalty Podcast Prediction Person of the Year.

Is loyalty marketing now a legitimate career path? And if so, what are the skills required to succeed? Join our latest Loyalty Round Table. Plus: The Loyalty Launchpad.