Let's Talk Loyalty

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

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)

In this engaging conversation, Priyanka Lakhani, Senior VP at Collinson Group, shares her extensive expertise in enhancing loyalty program profitability. She discusses the crucial intersection of profitability and customer expectations, urging a shift in mindset to prioritize clear objectives and ROI. The dialogue examines the evolving landscape of loyalty initiatives, emphasizing the importance of data utilization and personalized rewards. Priyanka also highlights innovative strategies that can unlock new revenue opportunities and drive sustained customer engagement.

In this episode Charlie Hills interviews Kate Wheaton, the Head of Strategy for Ogilvy One. Through her long career, Kate has worked on some of the UK’s most effective and loved loyalty programmes for brands such as Sainsbury’s, Tesco, Boots, Vodafone, British Airways, Waterstones and Pets at Home. She enjoys the combination of strategic rigour and creativity that modern loyalty demands to be successful.Today we will be learning about her favourite book and loyalty programmes, highlights and key learnings from the programmes she has worked on and all about the new loyalty white paper from Ogilvy One “Loyalty in the Age of the Emotional Consumer”.Hosted by Charlie Hills Show Notes :Kate WheatonOgilvy OneOglivy - Ideas - Loyalty -Age- Emotional ConsumerEuropean Loyalty WhitepaperMando-ConnectThe Power of Moments: Why Certain Experiences Have Extraordinary Impact

In this episode Aaron Dauphinee speaks with CLMP™ and loyalty academic, Darron Kirkley from the University of South Carolina (USC). Darron is one of less than a handful of instructors in the USA who have created a university level class focused on the discipline of loyalty. His course, Hospitality Loyalty Strategy, is taught through USC's College of Hospitality, Retail and Sport Management and Darron is a steward of the hospitality sector.  Darron shares his unique perspective into the mindshare of the next generation of loyalty marketers. We also discuss the drivers of loyalty in hospitality and the go-forward state for the loyalty industry.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) Darron Kirkley2) USC's College of Hospitality, Retail and Sport Management3) University of South Carolina (USC)