Let's Talk Loyalty

In this episode Bill speaks with CLMP™ and recognized industry figure, Steve McClelland, Vice President of Loyalty, WestJet. Steve is guiding the operation of WestJet Rewards, which recently announced significant upgrades to its frequency flyer program. His insights in this conversation will shed light on strategies and tactics to fuel growth in the travel sector, and to optimize frequent flyer program operations.Hosted by Bill HanifinShow notes:1) Steve McClelland2) WestJet3) WestJet Rewards4) Bill Hanifin5) The Wise Marketer6) Moneyball: The Art of Winning an Unfair Game (Book)7) Red Notice: A True Story of High Finance, Murder, and One Man's Fight for Justice (Book)

This episode focuses on Poundland Perks … the new loyalty programme from Poundland in the UK. With Emma Collins, the Head of Digital Loyalty & Engagement for Poundland. Today we will be learning about Emma’s favourite loyalty programmes, how Poundland Perks is delivering for customers and the business and all about their plans for the future. Hosted by Charlie Hills. Show Notes:1) Emma Collins2) Poundland Perks3) Poundland4) European Loyalty Whitepaper5) Mando- Connect 6) YouGov7) Return on Courage : A Business Playbook for Courageous Change**********************************************************************************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 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

Laurent Guinand, Founder & CEO of Aramis Advisors LLC, shares fascinating insights on the world's largest loyalty programs. He reveals which programs, like McDonald's and Nike, boast memberships over 100 million. The conversation delves into modern strategies for loyalty management, the automotive industry's unique challenges, and the power of collaboration among brands. Additionally, they discuss leveraging AI for enhanced member experiences and innovative ways to unlock new revenue streams through loyalty initiatives.

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