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Let's Talk Loyalty: Daily Summaries Delivered
by Paula Thomas
“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals. If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world.Check out our website on: http://www.letstalkloyalty.com/
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- 4 days ago32 min
Ahold Delhaize USA: Rethinking Loyalty in the Age of Personalisation & AI (#804)
This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. ------------------------------------------------------------------------------Our guest today is Megan Chickrell, Sr. Manager, Loyalty Strategy Ahold Delhaize USA. Megan is a dynamic marketer and a force in the grocery sector, just named as one of Progressive Grocer's 2026 Top Women in Grocery: Rising Stars! Ahold Delhaize USA is a division of global food retailer Ahold Delhaize operating multiple brands in the US which taken together comprise the largest grocery retail group on the East Coast and the fourth largest in the nation.Megan was interviewed in October 2024 by Paula Thomas, where they talked through current loyalty initiatives at Ahold Delhaize USA. In this episode, host Bill Hanifin, CEO Wise Marketer Group expands on this conversation, discussing the evolution of loyalty and personalization, how customer expectations are evolving alongside technology and AI, and the unique opportunities and challenges for customer marketing in the grocery sector.Note: A small portion of the audio in this episode has been adjusted using AI voice cloning to correct a few mispronounced words. This was used only to fix pronunciation — the content, meaning, and speakers' original statements remain exactly as recorded. No AI-generated commentary or altered content has been added.Show Notes:1) Megan Chickrell2) Ahold Delhaize USA.3) The Calamity Club
- 1 weeks ago40 min
Epsilon: Beyond Points — Why Loyalty Must Become a Long-Term Business Strategy (#803)
This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. ------------------------------------------------------------------------------What happens when points, discounts and rewards are no longer enough to earn lasting customer loyalty?Elie Carrier-Walker, Vice President, International Client Services, Loyalty at Epsilon, explores how loyalty is evolving from a traditional marketing programme into a strategic business capability.Elie shares why successful loyalty strategies need to go beyond transactional rewards to build trust, emotional connection and long-term brand preference. We discuss the balance between transactional and emotional loyalty, the role of brand reliability, and why loyalty needs to be embedded across the wider business — not treated as simply another marketing initiative.We also explore some of the most common reasons loyalty programmes fail to deliver lasting value, and what brands can do differently to create stronger customer relationships and sustainable growth.This episode is sponsored by Epsilon. Epsilon has been helping clients deliver on their loyalty objectives globally for more than 50 years. Today, Epsilon Loyalty combines deep loyalty expertise with market leading technology to create growth-based programmes that fundamentally change habits and deliver measurable long-term value.Hosted by Charlie HillsShow Notes:1)Elie Carrier-Walker2)Epsilon3)The Team of Rivals by Doris Kearns.
- 2 weeks ago41 min
Baker’s Delight: The Recipe for Emotional Loyalty (#802)
This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. ------------------------------------------------------------------------------What happens when a loyalty programme becomes deeply connected to the brand customers already love?In this episode we are joined by Pascale McBain, Head of Digital Customer Experience at Baker’s Delight, to explore how Dough Getters is strengthening customer relationships across more than 500 bakeries in Australia.Pascal shares how Baker’s Delight uses loyalty data to understand customer behaviour, why research revealed that awareness—not rewards—was the biggest opportunity, and how Dough Getters is driving emotional connection, advocacy and commercial value.She also discusses the importance of simplicity and frictionless experiences, the role of personalisation, engaging franchisees across a complex network, and how customer data is shaping the future of the programme.A fascinating conversation about building loyalty by combining brand love, customer insight, simplicity and meaningful rewards.Hosted by Carly Neubauer Show Notes:1) Pascale McBai2)Baker’s Delight3) Dough Getters4) The Chimp Paradox by Professor Steve Peters (Book Recommendation)
- 3 weeks ago44 min
Inside Vinted's CRM Strategy with Timothy Lange (#801)
In this episode, Charlie Hills interviews Timothy Lange, CRM Lead at Vinted, a brand well known and loved by listeners. Tim leads the CRM team's messaging as the company transitions from a fashion resale platform to a multi-category marketplace and continues its expansion across Europe. His focus is on driving engagement, personalisation, and improving the Vinted experience for millions of members.In this episode, listeners will learn all about Vinted, how the brand manages loyalty, and key insights and innovations to look out for.Loyalty marketing professionals are invited to join the show every week to hear the latest ideas and insights from loyalty experts around the world.Show Notes:1) Timothy Lange,2) Vinted3) Quiet by Susan Cain (Book Recommendation)
- 3 weeks ago45 min
Trust, Not Technology: Alice Sesay Pope on Leading AI Transformation That Customers—and Employees—Actually Believe In (#800)
This episode is sponsored by Epsilon.Loyalty Buyer's Guide from Epsilon - a free practical guide to help you evaluate loyalty platform options. Download it here now. -------------------------------------------------------------------------------Today’s episode is in Audio only.In this episode, our host Nyeleti is joined by Alice Sesay Pope, a Fortune 100 executive, former Global Vice President at Amazon, and author of The Trust Algorithm, to explore why the hardest part of AI adoption isn't the technology at all—it's the trust required to use it well.Drawing on more than two decades of leadership across Amazon, Visa, Microsoft, Capital One and USAA, Alice makes the case that transformation succeeds or fails on people, governance and judgment long before it succeeds or fails on technology. The conversation moves from how leaders diagnose which problems genuinely call for AI, to what builds a customer's confidence to engage rather than hesitate, to what effective governance and accountability actually look like once AI moves from framework to lived, high-stakes experience.A central theme is that this wave of transformation is different from those that came before it - not because it changes how work gets done, but because it changes who, or what, is doing the thinking. Nyeleti and Alice discuss what that shift means for how people behave inside organisations, and for loyalty and CX professionals in particular, who are often influencing AI transformation rather than leading it.This episode offers a grounded, leadership-first perspective for anyone building customer loyalty in an environment where trust, not technology, is the real currency of transformation.Show notes:1) Alice Sesay Pope2) The Trust Algorithm3) Good to Great - Jim Collins (Book Recommendation)
- Aug 20, 202642 min
Telstra Plus: Moving Beyond Points to Create Emotional Loyalty and Customer Value (#799)
Tomas Warden, Group Owner of Digital Customer Success at Telstra, shares how Telstra Plus is moving beyond points and rewards to create meaningful customer experiences, drive retention and build emotional loyalty.Discover how Telstra is using digital innovation, travel partnerships and customer-centric experiences to make loyalty a powerful strategic lever.Hosted by Carly Neubauer Show Notes: 1) Tomas Warden2) Telstra3) Telstra Plus4) Diary of a CEO by Stephen Bartlett.
- Aug 18, 202649 min
Best of the Back Catalogue 2020: Paul Smitton on Asia Miles, Innovation & the Future of Airline Loyalty (#798)
As part of our Best of the Back Catalogue, we’re revisiting a fascinating conversation with Paul Smitton, now President, International and Partnerships at Ascenda and formerly CEO of Asia Miles ( now Cathay / the Cathay Membership Programme.)A true loyalty industry veteran, Paul shares insights from his remarkable career, from his “baptism of fire” building Air New Zealand’s first loyalty programme in 1991 to leading one of Asia’s most recognised loyalty programmes, Asia Miles.In this episode, Paul explores the importance of customer focus and innovation, sharing his thinking on blockchain, WhatsApp and the evolution of Asia Miles’ partnerships across dining and eCommerce.It’s a great conversation filled with practical insights, memorable stories and a powerful reminder of what it means to have a true loyalty mindset.The episode was released in 2020.Show Notes:1) Paul Smitton2) Cathay / the Cathay Membership Programme3)#65: Paul Smitton talks Asia Miles, Innovative Ideas in Airline Loyalty and Preparing for Travel's Inevitable Rebound
- Aug 13, 202644 min
Dave Canty: Celebrating One of our Industry's Most Respected Leaders (#797)
Dave Canty needs minimal introduction to the world of loyalty. He is the 2026 International Loyalty Personality of the Year, and this interview we'll engage all loyalty professionals as we learn from Dave and his rich loyalty career.With a career spanning three decades and across multiple industries of airlines, retail, hospitality, and now at Bilt Rewards, Dave shares his approach to all loyalty challenges and what has made a difference in the business he's worked in and his own personal career.The current role he's playing at Bilt Rewards is illustrative of the courageous approach he takes in changing consumers' lives and changing the business through loyalty.Show Notes:1)Dave Canty2)International Loyalty Personality of the Year,3)Bilt Rewards4) The Element: How Finding Your Passion Changes Everything
About Let's Talk Loyalty
“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals. If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world.Check out our website on: http://www.letstalkloyalty.com/
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