This episode is sponsored by Phaedon.

Download their 2026 research paper on Humanizing Loyalty here now.

In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Javier Marin Martinon, Chief Commercial, Loyalty, and Customer Officer, who shares what Renfe, Spains leading railway company, have implemented for members of its loyalty program.

Railway travel may appear to be a strange environment for loyalty, but Javier explains how loyalty must be seen in terms of the journey, with the competition against plane and car travel, rather than with the destination.

Listen in for tips on how to engage the customer and create loyalty in a difficult sector, where the choices are limited by supply and the benefits are intangible.

Hosted by Tom Peace.

Show Notes:

1) ⁠Javier Marin Martinon⁠

2) ⁠⁠⁠⁠Renfe⁠

3) #254: Loyalty Innovation in the Railway Industry