Let's Talk Loyalty

Paula Thomas
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  • Marketing
  • Updated twice weekly

“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/

  1. Rory Sutherland & Dan Bennett on Behavioural Science, Loyalty & How People Really Decide (#777)

    1 day ago

    Rory Sutherland & Dan Bennett on Behavioural Science, Loyalty & How People Really Decide (#777)

    The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available. Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now. --------------- In this episode we are delighted to interview Rory Sutherland and Dan Bennett, respectively the President Emeritus and the Senior Partner, Lead of Behavioural Science, for Ogilvy Consulting. Rory has a fascination with the vagaries of human decision making – he sees the world of advertising, marketing and loyalty as a sort of Galapagos Island for behavioural science. An accidental TikTok star as well as a celebrated speaker and writer, Rory has found his blend of wit and behavioural insight resonates with audiences far beyond the boardroom. It’s this same passion that inspired him to found Ogilvy’s Behavioural Science Practice and to write his Book Alchemy: the Surprising Power of Ideas that don’t quite make sense. His 12-week CPD accredited MAD//Masters course helps marketers make sense of accelerated disruption and use a tried and tested mix of creativity, innovation and behavioural science to their competitive advantage. Dan is the global lead of behavioural science at Ogilvy Consulting, pioneering the creative application of behavioural science to solve complex challenges. He has managed over 1000 behaviour change projects with a portfolio spanning 100+ major brands. He also curates Nudgestock, the world’s largest behavioural science festival. In this episode, Rory and Dan share their insights on loyalty, behavioural science and cover hot topics from their favourite programmes, to generosity to subscriptions to partnerships and more. We’ll also be learning about their favourite books and highlights and key learnings from the many sectors and programmes they have worked on. Hosted by Charlie Hills Show Notes:- 1) Rory Sutherland 2) Dan Bennett 3) Ogilvy Consulting 4) Nudge Stock 5) MAD//Masters 6) Obvious Adams (Book Recommendation) 7) Creativity (Book Recommendation) 8) Alchemy (Book Recommendation) 9) Positioning: The Battle of Your Mind ( Book Recommendation) 10) Reimagining Cinema Loyalty: Polly Jones on Digital, Data & the Future of ODEON (#739)

    57 min
  2. Best of the Back Catalogue | Rakuten Rewards — Affiliate Marketing, Cashback & Global Partnerships (#776)

    3 days ago

    Best of the Back Catalogue | Rakuten Rewards — Affiliate Marketing, Cashback & Global Partnerships (#776)

    The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available. Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now. --------------- In this Best of Our Back Catalogue episode, we speak with Kristen Gall about how Rakuten Rewards became one of the world’s largest cashback programs. We explore affiliate marketing, major brand partnerships, global sports sponsorships, and emerging retail trends shaping consumer spending today. Show Notes: 1) Kristen Gall 2) Rakuten 3) Rakuten US 4) Rakuten Group 5) Rakuten Optimism Conference 6) Marketplace 3.0 – by Hiroshi Mikitani (Author) 7) #36: Rakuten Rewards

    39 min
  3. Inside BofA Rewards: Bank of America’s New Vision for Customer Loyalty (#775)

    28 May

    Inside BofA Rewards: Bank of America’s New Vision for Customer Loyalty (#775)

    The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available. Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now. --------------- Today's episode is with Shikha Narula - Managing Director, Head of Consumer Deposit Products, Transformation and Rewards – Bank of America. Bank of America recently announced BofA Rewards, a no fee program designed to reward clients throughout their financial journey. The program went live on May 27, 2026, and represents an evolution of Preferred Rewards that embodies a comprehensive approach to customer loyalty. Shikha and we dig in to why this approach is well suited to build strong and lasting relationships with banking customers and how it is strategically positioned into BofA’s overall growth strategy. Shikha and her team are responsible for developing and delivering client-centric strategies and innovative solutions to meet Bank of America’s clients’ current and emerging financial needs. Prior to joining Bank of America in March 2022, Shikha was the head of US Consumer Lending Products at American Express and previously worked with Citigroup for 16 years. Hosted by Bill Hanifin - Wiser Loyalty podcast, a series produced in partnership between Let’s Talk Loyalty and The Wise Marketer™. *Please note the episode was recorded on March 31 2026 prior to the new BofA Rewards launch* Show Notes :- 1) Shikha Narula 2) Bank of America. 3) BofA Rewards 5) Smart Brevity (Book Recommendation) 6) The Wall Street Journal (Article Recommendation)

    34 min
  4. Best of the Back Catalogue | AAdvantage: Loyalty Lessons That Still Matter Today (#774)

    26 May

    Best of the Back Catalogue | AAdvantage: Loyalty Lessons That Still Matter Today (#774)

    The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available. Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now. --------------- This week, we’re revisiting one of our most insightful conversations with Bridget Blaise-Shamai, former President of the AAdvantage Program at American Airlines — and now one of our wonderful Let’s Talk Loyalty hosts. In this episode, Bridget shares timeless lessons on customer engagement, personalization, loyalty ecosystems, and why relevance is at the heart of every successful loyalty strategy. From building emotional connection with customers to creating value beyond travel, this conversation remains incredibly relevant for loyalty marketers today. A must-listen episode for anyone thinking about the future of loyalty, trust, and customer relationships. Show Notes: 1) Bridget Blaise-Shamai 2) AAdvantage Program 3) American Airlines 4)#32: AAdvantage - Caring for Loyal Customers through Challenging Times.

    36 min
  5. How ButcherBox Built an Award-Winning Loyalty Program (#773)

    21 May

    How ButcherBox Built an Award-Winning Loyalty Program (#773)

    The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available. Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now. --------------- Our guest today is Reba Hatcher, Chief Commercial Officer, ButcherBox. Launched in 2015, ButcherBox set out to do something deceptively simple: deliver high-quality, humanely raised meat and seafood directly to consumers who were tired of compromising at the grocery store. A decade later, the company is one of the central options of the American grocery shopping experience. In this conversation we learn the answer to one big question: “what does loyalty look like for a brand whose business is subscription based? Reba talks about the development and launch of “Sizzle Society”, explaining how ButcherBox designed a loyalty program that fits the rhythms of a subscription business. The program has registered impressive results to date - a 2x ROI, near-universal opt-in, and a flagship experience, the Chef’s Table dinner series. Hosted by Bill Hanifin Show Notes 1)Reba Hatcher 2) ButcherBox 3) Walk Through Fire (Book Reccomendation)

    50 min
  6. How e& Turned Smiles into a Digital Lifestyle Ecosystem (#772)

    19 May

    How e& Turned Smiles into a Digital Lifestyle Ecosystem (#772)

    The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available. Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now. --------------- Smiles by e& is a leading UAE lifestyle and loyalty ecosystem that has evolved far beyond traditional telecom rewards into a full-scale digital engagement platform. Antonio Ricciardi explains how Smiles transformed from a conventional telecom loyalty programme into one of the UAE’s most connected lifestyle ecosystems. The platform now extends beyond telco customers, delivering everyday relevance through grocery, strategic partnerships, personalization, and AI. This shift reflects a broader vision of loyalty — moving from standalone rewards to integrated digital commerce ecosystems that shape daily consumer behaviour. Hosted by Lisa Brightwell Show Notes: 1) Antonio Ricciardi 2) e& 3) Smiles 4) The Mamba Mentality (Book Recommendation)

    45 min
  7. Hilton Honors Strategy: Loyalty, Growth,& the Guest Experience at a Global Scale (#771)

    14 May

    Hilton Honors Strategy: Loyalty, Growth,& the Guest Experience at a Global Scale (#771)

    The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available. Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now. --------------- In this episode, we speak with Brad Anderson, Vice President of Hilton Honors at Hilton about how one of the world’s largest hospitality loyalty programs is evolving to deliver more value, flexibility and recognition for its more than 250 million members. Brad shares how Hilton Honors fuels direct bookings, and strengthens hotel owner economics, while creating more meaningful experiences for guests through benefits, partnerships and news ways to stay. He also discuss recent updates to the award-winning program, including enhanced elite tiers and new rewards designed to give members more certainty and choice when they travel. The conversation explores Hilton’s expansion across key international markets and its focus on delivering consistent yet locally relevant experiences across more than 9,200+ properties globally, while still reflecting the unique character of each destination. At it’s core, Hilton’s approach is rooted in listening to members and delivering stays that are not just seamless, but memorable – turning travel moments into lasting connections. Hosted by Bridget Blaise-Shamai Show Notes: 1)Brad Anderson 2)Hilton Honors 3)Hilton Worldwide Holdings 4)The Ride of a LifeTime - Book Recommendation

    45 min
  8. Best of the Back Catalogue | Luxury Loyalty Redefined: Inside Chalhoub Group’s MUSE Programme (#770)

    12 May

    Best of the Back Catalogue | Luxury Loyalty Redefined: Inside Chalhoub Group’s MUSE Programme (#770)

    From premium rewards to unforgettable luxury experiences, this back catalogue episode explores how the Chalhoub Group built MUSE — a loyalty programme designed for high-value customers and luxury brands alike. Join Nida Unas, Former Head of Group Loyalty at Chalhoub Group as she shares how the brand adapted customer engagement strategies, introduced innovative loyalty solutions, and reimagined premium experiences across the Middle East. Show Notes: 1) Nida Unas 2) Chalhoub Group 3) MUSE 4)#29: Rewarding Loyalty with Luxury Experiences.

    43 min
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About

“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/

Information

  • Creator
    Paula Thomas
  • Years Active
    2019 - 2026
  • Episodes
    778
  • Rating
    Clean
  • Copyright
    © Paula Thomas
  • Show Website
    Let's Talk Loyalty

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