Let's Talk Loyalty

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Paula Thomas here - proud Founder and CEO of Let's Talk Loyalty and Loyalty TV.... with my final ever episode for you as a host of our show. It's been an incredible experience to interview so many incredible guests and loyalty leaders but now it's time for me to let our amazing global panel of hosts take over. I hope you enjoy listening (or watching) as I exit from behind the microphone to focus on growing our business.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Paula Thomas here today, hosting perhaps the most special and significant episode of our show for me personally - and I can't imagine a more perfect guest and topic today than the Silver Jubilee of the Emirates Skywards programme - the very programme that inspired my career in loyalty 25 years ago! To celebrate this incredible milestone, we’ve recorded a VERY special episode which we shot on location for the first time ever.For those of you watching on Loyalty TV, you will see that I’m sitting in Emirates Group Headquarters in Dubai with the busy runway behind me, and I’m joined in person by Dr Nejib Ben Kheder, Head of Emirates Skywards, who will share some of their strategies and successes over the last 25 years as well as what lies ahead for this iconic programme.It's also my final episode as a host of our show! Six years after I launched "Let's Talk Loyalty", it’s time today for me to hang up my microphone and leave the hosting side of Let's Talk Loyalty and Loyalty TV to our amazing global panel of loyalty marketing professionals.I hope you enjoy my final show as a host, but don’t worry, I’m still here producing the show and leading the business to bring you even more loyalty marketing insights in both audio and video format in the months and years ahead.Now, on with today’s interview with Dr Nejib Ben Kheder from Emirates Skywards. Show notes:1) Emirates2) Emirates Skywards3) Dr Nejib Ben Kheder4) Book Recommendation: Blue Ocean Strategy5) Book Recommendation: Extreme Ownership6) Book Recommendation: From Strength to Strength

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Paula Thomas here and I am thrilled to be back today interviewing the ACCOR Group – a brand that is joining us today for their fifth interview on the show.And in fact, ACCOR is the most frequent brand we’ve interviewed on our show, given the incredibly generous insights we’ve had over the years directly from Mehdi Hemici, the Chief Loyalty and eCommerce officer of ACCOR.Mehdi joins me again today along with Emilie Couton, the CEO of ACCOR Plus, the subscription product from the ACCOR Group, which you’ll hear today is going from strength to strength!Today is also my penultimate episode as a host of our show.I’m hanging up my microphone after six years of conducting interviews to allow our global panel of hosts to continue creating remarkable content for you.It will also allow me time to focus on growing our business, and I’ll be doing from behind the scenes.Exciting times ahead!I hope you enjoy my interview today with Mehdi Hemici and Emilie Couton from the ACCOR Group.Show Notes :1) Mehdi Hemici2) Emilie Couton3) ACCOR.4) ACCOR Plus5) Book recommendation(Mehdi): Unreasonable Hospitality 6) Book recommendation(Emilie): The Thin Book of Trust

This episode is available in audio format on our Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.Join us as we chat with Mel Grafton, Head of Digital and CRM at SHEIKE about launching SHEIKE Society , the brand’s first-ever loyalty program.Discover how putting the customer first, creating memorable experiences, and fostering a strong community can transform loyalty in retail. Mel shares insights from her 20-year journey across fashion, beauty, and e-commerce, and how determination and collaboration made Chic Society a reality in just 9 months.Hosted by Carly Neubauer Show Notes:1) Mel Grafton2) SHEIKE3) SHEIKE Society4) Book recommendation: The Five Dysfunctions of a Team

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.It’s Paula Thomas hosting today and I’m delighted to be chatting with Nyeleti Sue-Angel Nkuna, a customer loyalty strategist with a proven record helping blue-chip global brands forge deeper connections with their customers.Nyeleti is originally from South Africa and she's now based in Copenhagen.In today’s episode, we are announcing Nyeleti as our latest HOST of LTL and LTV.Throughout our conversation, she shares her professional background and how she fell in love with loyalty, as well as some of the extraordinary guests she has coming up for us, particularly focused on Scandinavia.I hope you enjoy today’s conversation with Nyeleti Sue-Angel Nkuna.Show notes:1) Nyeleti Sue-Angel Nkuna2) Book Recommendation: Mindset: The New Psychology of Success

This episode is available in audio format on our Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.This episode was recorded in 2024 and features one of the few brands we’ve had on the show for a third time.BILT Rewards is the first ever loyalty program that rewards people for simply paying their rent and spending locally in their neighbourhood, no matter where they live.BILT Members can earn points and access exclusive benefits on rent payments, and now also at local restaurants, pharmacies, fitness studios and other merchants, and it is ranked the highest-value point currency by top consumer loyalty publications.As a company, *BILT Rewards has raised several rounds of funding, valuing the company most recently at $3.25 BN.Our guest, Dave Canty, is SVP and Head of Loyalty for BILT Rewards, someone with truly impressive loyalty credentials in brands including Jetblue and IHG.I hope you enjoy our conversation.Note* Bilt has fully evolved into a housing and neighborhood commerce platform, with its most recent valuation close to $11 billion.Show Notes:1) Dave Canty2) BILT Rewards3) LTL #135: Loyalty Industry Innovation – RENT Should Be Rewarding4) LTL #261: Building Bilt Rewards from Strength to Strength

Join Monika Sharma and Juber Shaikh from the Lalit Suri Hospitality Group, one of India’s leading luxury hotel brands. Discover how they’ve built a strong brand, the history of loyalty within the group, and how their loyalty programme is designed to truly reflect the luxury experience—creating a programme with a difference.Hosted by Paula ThomasShow notes:1) Lalit Suri Hospitality Group2) The LaLit Loyalty3) Juber Shaikh4) Monika Sharma5) Book recommendation: Thinking Out Loud - Keeping Nothing Behind6) Book recommendation: Grand Central Publishing Delivering Happiness: A Path to Profits, Passion and Purpose

This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV.Join us for a special live recording of Let's Talk Loyalty and Loyalty TV, captured on stage at the International Loyalty Leaders Summit! In this episode, our wonderful hosts Amanda Cromhout and Carly Neubauer reflect on 10 standout episodes from the past two years, sharing insights, highlights, and lessons learned from some of the most inspiring leaders in loyalty. This is a celebration of connection, storytelling, and the power of loyalty in action—live and unfiltered!Show Notes:1) Amanda Cromhout2) Carly Neubauer3) Truth Loyalty4) Elevate Loyalty5) OneTapGroup6) Amanda's Episodes 7) Carly's Episodes

This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV.MAXOL is Ireland's leading, family-owned forecourt and convenience retailer. It was founded in 1920 by William McMullan and operates over 250 service stations across Ireland, offering fuel, convenience items, and food through its proprietary ROSA coffee and Maxol Deli brands. Maxol introduced a new mobile loyalty app in 2022 that integrates a digital loyalty program FuelPay, a carbon offset program, and loyalty offers centered on ROSA coffee and its car wash business.This interview with Brian Donaldson, CEO Maxol Group looks deeply into the strategic vision for customer loyalty held by MAXOL and will give you an insider’s view of why customer loyalty is important to the C-Suite.Hosted by Bill HanifinShow Notes:1)Brian Donaldson2) MAXOL3) Paddy Mayne: Lt Col Blair 'Paddy' Mayne

This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV.Join us with Dustyn Smith and Luke Cann, founders of HEMOdata, as they share how organizations can turn fragmented data into actionable insights. Learn about purposeful data collection, breaking silos, AI done right, and building loyalty programs that truly engage customers.Hosted by Lisa BrightwellShow Notes:1) Dustyn Smith2) Luke Cann3) HEMOdata4) Book Recommendation: The ONE Thing5) Book Recommendation: Business Stripped Bare