Let's Talk Loyalty

To mark the 25th PAYBACK anniversary, we are delighted to show you once again our interview with Berni Brugger, CEO of the PAYBACK Group.This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV.PAYBACK is an award-winning customer loyalty program which began in German  twenty-five years ago, and now operates in multiple countries worldwide.The business is part of the American Express Group and it also operates as a multi-channel marketing platform and TECH company.When it comes to coalition loyalty, the PAYBACK programme is undoubtedly one of the best in the world.Today, the program boasts over 700 partners, 35 million customers and 16 million app users. The new major partners Edeka, Netto and Sparkassen have now successfully become partners. I hope you enjoy my conversation with Bernhard Brugger from PAYBACK.Hosted by Paula Thomas Show notes:1) Berni Brugger2) PAYBACK Group3) Edeka4) Netto5) Marktkauf6) Watch the full video interview at www.Loyalty.TV 

This episode is also available in video format on www.Loyalty.TV and on our Youtube channel.In today's episode Mariana Fonseca Medina  shares how Walmart Mexico & Central America builds customer loyalty through everyday low prices, the right assortment, convenience, and deep customer insights—without traditional points programs. Learn how omnichannel shopping, financial services, telco solutions, health offerings, and AI-driven CRM create trust, relevance, and habitual engagement with customers.Hosted by Bridget Blaise-Shamai Show Notes:1) Mariana Fonseca Medina 2) Walmart Mexico3) Walmart Pass4) Think Again5) Mindset

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish and this episode was recorded live. Bienvenidos al panel de Customer Loyalty. Hoy queremos elevar la conversación: la lealtad no es puntos, cupones ni cashback; es una ciencia y un arte con metodología que genera conocimiento del cliente y rentabilidad. Debatiremos la tesis: la lealtad de las marcas a sus clientes no es un tema de marketing; es un factor fundamental de generación de EBITDA. Comúnmente las empresas confunden los programas de lealtad como generadores de costos y gastos y pocas veces tienen la visión de que pueden ser una fuente de ingresos incrementales para el negocio. Para llegar a este conocimiento, es necesario desmitificar varios preceptos incorrectos que existen en esta materia. Se requiere tener una estrategia clara para que el diseño del programa cumpla con la encomienda de ser un centro de ingresos y no de costo.Nos acompañan tres expertos que han diseñado, implementado y operado programas de lealtad reales: Fernando Jiménez, Carlos SanRomán y Raziel Rocha. Vamos a explorar variables financieras, gestión eficiente del pasivo, gamificación, efecto “loyalty currency”, redención y cómo llevar un programa al siguiente nivel, entre otros temas.Hosted by Alex Saul.Show Notes:1) Fernando Jimenez2) Carlos SanRomán3) Raziel Rocha4) The Business of Expertise – David C Baker5) Carlos SanRomán: Loyalty Programs Currency Effect – Evert De Boer / Xiao Yao Chin6) Freedom from the Known– J. Krishnamurti

This episode is also available in video format on www.Loyalty.TV and on our Youtube channel. South Africa is home to one of the world’s most mature and competitive loyalty markets, particularly in retail banking. In this episode, Dharmesh Bhana, Executive of Loyalty & Rewards at Nedbank  shares the 20-year evolution of the  Greenbacks programme,its transformation into a bank-wide loyalty initiative, and how it has been performing since its latest re-launch early last year.Hosted by Amanda Cromhout Show Notes:1) Dharmesh Bhana2) Nedbank3) Greenbacks programme4) The Remarkable Rocket 5)#120: Innovative Ideas Driving Banking Loyalty in South Africa

This episode is also available in video format on www.Loyalty.TV and on our Youtube channel. Loyalty Methods was last on our show almost two years in late 2023, when they described themselves as “Loyalty’s Best Kept Secret” .Right now, they are successfully powering some of the industry’s MOST engaged loyalty programs including 7-Eleven’s 7 Rewards, MGM Resorts & Casinos, Western Union, BP USA and Speedway, among others.Chris Sandstrom, Vice President of Sales and Marketing at Loyalty Methods, and CEO and CTO Emil Sarkissian, join us to share some of their unique strategies which have allowed them achieve this incredible client list.They also share their outlook on AI and some exciting insights on what the future holds for Loyalty Methods now that "their moment has come".This episode is sponsored by Loyalty Methods. Show notes:1) Loyalty Methods2) Emil Sarkissian3) Chris Sandstrom4) First, Break All the Rules (Book)5) Winning (Book)

This episode is also available in video format on www.Loyalty.TV and on our Youtube channel. Jitendra Jain is VP PRISMA EMEA for Marriott Bonvoy. PRISMA stands for Partnerships, Revenue Operations, Insights, Strategy Marriott Bonvoy & Analytics.Marriott Bonvoy is the largest hospitality loyalty brand in the world with 248 million members. Two out of three stays are loyalty members at Marriotthotels worldwide. Marriott Bonvoy has an impressive ecosystem of partnerships, as well as a rational-based customer value proposition, coupled with tying emotional loyalty into members’ lives through its Moments platform.Hosted by Amanda CromhoutShow Notes:1) Jitendra Jain2) Marriott Bonvoy3) Co- Intelligence

This episode is available in audio format on our Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.This republished episode features the SAS Group, the Swedish airline holding company originally formed in 1946 after the merger of the three Scandinavian flag carriers serving Sweden, Denmark and Norway.It is now Scandinavia’s leading airline, offering the most departures to, from and within Scandinavia.Like many airlines, the SAS Group has made significant changes to its corporate structure over the years and particularly this year to its global alliance strategy.SAS was one of the original founding members of the Star Alliance in 1997 which it left on 31 August 2024 and it then joined Skyteam the very next day on September 1st 2024! It’s an incredible story.Joining us to share some insights on their loyalty program and some recent award-winning loyalty-led campaigns is Olivia Wasniewski, who is the Head of the EuroBonus Program operated by SAS.Show notes:1) Olivia Wasniewski2) SAS Group3) SAS EuroBonus4) Watch the full video interview for free

In this episode Charlie Hills is delighted to interview Chris Frost, the Senior Product Manager for Customer Experience & Loyalty for Travelex.Chris is a Senior Product Manager specialising in customer experience, personalisation, and loyalty at Travelex, where he leads the development of martech and CRM platforms to unlock customer data and drive long-term value. With a career spanning customer engagement, personalisation, and product innovation, he helps global brands turn data into impactful, loyalty-building experiences.Today we’ll be learning about his favourite books, all about the new Travelex Plus programme and his unique insights from a Product Manager’s point of view on how to launch programmes. Hosted by Charlie HillsShow Notes:1) Chris Frost2) Travelex3) Travelex Plus 4) Inspired by Marty Kagan 5) Radical Focus

In this episode of Let’s Talk Loyalty and Loyalty TV, Carly Neubauer speaks with Claudia van de Tonnekreek, Head of the relaunched IGA Rewards program at Metcash. With over a decade of experience leading the American Express rewards program, Claudia brings deep expertise in creating customer-centric loyalty strategies. She shares how IGA is focusing on targeted offers and cashback rewards while ensuring customers feel seen, heard, and understood. From her early inspiration with cereal box promotions to today’s challenge of delivering value without overwhelming customers, Claudia discusses the importance of curiosity, authenticity, and human connection in loyalty marketing.Hosted by Carly Neubauer Show Notes:1) Claudia van de Tonnekreek2) MetCash3) IGA Rewards4) Eleven Rings

This episode is also available on Loyalty TV.In this episode Charlie is delighted to welcome Andy Chalcroft, the Vice President, Head of North America Co-brand and Global Center of Excellence for VISA. Andy leads the co-brand program development across US and Canada, and supports globally. He helps in market, regional and global teams deliver world leading co-brands and partnerships for Visa clients, focusing on every aspect from new business development to existing portfolio enhancement. Andy brings a deep experience of Co-brand, Cards, Loyalty, and banking having led the Visa Co-brand partnership development function in the Asia Pacific region before relocating to the North America. Today we’ll be learning about his favourite books, the secrets behind co-branded cards, all about VISA and loyalty programs that actually work, and how to engage Gen Z.  Hosted by Charlie Hills  Show Notes :1) Andy Chalcroft2) VISA 3) European Loyalty Whitepaper4) Mando-Connect 5) A Brief History of Time by Stephen Hawking (Book)