Let's Talk Loyalty

This interview with Neetan Chopra from IndiGo is highly insightful from learning about a relatively young airline, a very young loyalty programme and a global market place not to be ignored.  IndiGo operates out of India, which is the world’s 5th biggest economy. The airline carried over 100m passengers in 2024 and has growth plans for its carrier and frequent flyer programme, BluChip, which launched 5 months ago.Hosted by Amanda CromhoutShow notes:1) Neetan Chopra2) IndiGo3) BluChip4) Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones (Book)5) Accelerated Digital Transformation: How Established Organizations Can Gain Competitive Advantage in the Digital Age (Book)

Han Bailey has worked with some of the largest brands and loyalty programs in Australia and the US, including The Star Entertainment Group, David Jones, NewsCorp, Qantas, Global Red, Brierley & Partners, and Coca-Cola.Now consulting for a range of businesses and mentoring emerging loyalty talent, Han brings a commercial perspective to loyalty and a deep understanding of building programs from the ground up.Today’s conversation explores her journey—from an unexpected start in loyalty to developing and delivering some of the industry's most well-known programs.Hosted by Carly Neubauer Show Notes:1) Han Bailey2) Carly Neubauer 3)The Gift: A Survivor’s Journey to Freedom by Edith Eger 

Bridget Blaise-Shamai, who led the successful Advantage program for American Airlines, and Rory Mackenzie, a former naval architect turned Loyalty Program Manager, dive into the innovative Voyage Loyalty program for seafarers. They discuss the emotional connections that drive loyalty and reveal how community engagement enriches the experience for crew members. The conversation touches on their favorite leadership books, evolving loyalty strategies, and the unique ways they’re enhancing the employment experience for those at sea.

This episode features one of our industry's well known loyalty leaders when it comes to loyalty finance and loyalty strategy, Evert de Boer.  Evert is the Managing Partner at On Point Loyalty, a global advisory firm exclusively niche to loyalty finance and strategy.He is the CEO at Fidivo, which has built the first off-the-shelf loyalty program financial tool analysis. Evert shares an executive style summary of his second published book "Loyalty Programs and the Currency Effect" and his perspective on loyalty in the travel sector, particularly given his expertise in aviation. The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Aaron Dauphinee.Show Notes: 1)  Evert de Boer2) On Point Loyalty3) Fidivo4) Loyalty Programs and the Currency Effect: A Comprehensive Guide to Realizing the Power of Points - By Evert de Boer &  Xiao Yao Chin5) A Perfect Spy: A Novel6) Connemara: A Novel 7)  German Summer Book (but only available in Dutch)**********************************************************************************This episode is sponsored by Phaedon.Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today’s topic is super fun and something we’ve never done before on the show.We discovered some research that one of our loyal listeners compiled which listed the membership figures of some of the world’s largest loyalty programs.That listener and now our guest today is Laurent Guinand PhD, who created the list we’re discussing today entitled “The Largest Global Loyalty Programs”.Laurent is the Founder & CEO Founder & CEO of Aramis Advisors LLC based in the United States and today he shares which loyalty programmes came out on top in his research.I hope you enjoy our conversation and if you’d like a copy of the slides discussed in the episode, please do email the show.Show notes:1) Laurent Guinand PhD2) Aramis Advisors LLC3) The E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It (Book)

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish. En el episodio de Let’s Talk Loyalty en Español está con nosotros Katia Cortes, líder del programa de lealtad Santander Unique Rewards. El programa sirve a las tarjetas Premium del banco con una propuesta de valor basada en experiencias y momentos especiales que buscansorprender a los usuarios. Gracias a esta nueva propuesta, el banco estáobservando resultados muy alentadores en relación a la utilización del programa, un incremento en el uso de la tarjeta y una mayor facturación a nivel tarjetahabiente, sobre todo cuando hay una redención de puntos.Cenas especiales, viajes, acceso a los mejores eventos preparados especialmente y otras experiencias es lo que ahora ofrece Santander Unique Rewards.Hosted by Alex Saul Show Notes 1) Katia Cortes2)Santander3) Santander Unique Rewards4)“El poder del Cábala”. Author: Yehuda Berg

Kate O' Brien has been the General Manager of Loyalty at Air New Zealand for the past five years. Kate leads and holds responsibility for the Loyalty business including strategy development and execution, partner relationships and negotiations, airline loyalty tiers and benefits, data and analytics and P&L ownership.Hosted by Carly NeubauerShow notes:1) Kate O' Brien2) Air New Zealand3) Air Points4) Dare to Lead: Brave Work. Tough Conversations. Whole Hearts. - Brené Brown

Our guest today is Ashley Deibert, Chief Marketing Officer, Marigold. Ashley leads marketing at Marigold and oversees global go-to-market strategy, brand positioning, and expanding the company’s presence across North America, Latin America, EMEA, APAC, and Japan. Ashley is recognized for her ability to overhaul marketing infrastructures, define go-to-market strategies, and scale multi-million-dollar growth globally.We cover lots of ground in this conversation, while digging into a new report from Marigold, The 2025 Consumer Trends Index (CTI). The report examines what makes today’s consumers tick and offers insights across multiple dimensions of cross-channel marketing and explores how brands can create relevant marketing experiences that turn customers from fickle to faithful.The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™ and this episode is hosted by Bill Hanifin.Show Notes:1) Ashley Deibert2) Marigold3) The 2025 Consumer Trends Index (CTI).4) The First 90 Days: Critical Success Strategies for New Leaders at All Levels by Michael D

Customer advocacy and emotional loyalty are driven by value-based alignment rather than product, service and price points. Explore a new take on customer loyalty from the latest whitepaper from Yuping Liu-Thompkins, Professor of Marketing at Old Dominion University and Director of Loyalty Science Lab. Her latest whitepaper: The Politics of Brand Loyalty unpacks US consumer views on values alignment and how ideological views impact brand decisions.Hosted by Amanda CromhoutShow Notes:1) Yuping Liu-Thompkins2) Old Dominion University3) Loyalty Science Lab.4) The Politics of Brand Loyalty5) Marketplace Dignity Transforming How We Engage with Customers Across Their Journey (Book)

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Today’s topic is an industry favourite – we’re here to talk about “Profitability in Loyalty and Strategies for extracting MAXIMUM value from Your Programme.”Our guest is Priyanka Lakhani who is a Senior VP at the Collinson Group.Collinson is perfectly positioned to lead the conversation about “Profitability in Loyalty” as a global company dedicated to helping the world to travel with ease and confidence for more than 30 years. Please enjoy this conversation about programme profitability with Priyanka Lakhani from Collinson.This episode is sponsored by Collinson Group. Show notes:1) Priyanka Lakhani2) Collinson Group3) Let’s Talk Loyalty: Priyanka Lakhani on Loyalty Programme Profitability | Collinson Group4) AI and the future of humanity | Yuval Noah Harari at the Frontiers Forum - Yuval Noah Harari5) Sapiens A Brief History Of Humankind By Yuval Noah Harari (Book)6) Let’s Talk Loyalty: Priyanka Lakhani on Loyalty Programme Profitability | Collinson Group