Let's Talk Loyalty

In this episode of Let’s Talk Loyalty & Loyalty TV we sit down with Kristoffer Windall Juhl , Managing Director and CEO of Tekla, to explore how a digitally-first, Scandinavian brand has built an unwaveringly loyal customer base.

From the meticulous care put into Tekla’s products to creating immersive retail experiences, Kristoffer shares insights on brand-led growth, the power of gifting, and how meaningful interactions drive loyalty without relying on conventional points-based programs. Discover the strategy, storytelling, and patience behind cultivating a brand that resonates across generations and geographies, and hear the story behind the name “Tekla.”

Hosted by Nyeleti Sue-Angel Nkuna

Show Notes

1) Kristoffer Windall Juhl

2) Tekla

3) Acquired Podcast - Podcast Recommendation

4) The Knowledge Project - Podcast Recommendation

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Tune into Let’s Talk Loyalty and Loyalty TV to hear from Sid Krishna, Vice President of Carnival Cruise Line, on how Carnival is elevating the customer experience as a key party of earning customer loyalty through fleet innovations, exclusive island enhancements and a reimagined loyalty program launching in 2026, Carnival Rewards.

Sid shares how new and upgraded ships, destination developments like Celebration Key, and a simplified, more engaging loyalty program structure are designed to build trust and emotional connection with guests. Sid also provides insights and reflections on the strong early customer response to Carnival Rewards and how Carnival heard and addressed this feedback in a trusting and respectful fashion as a part of how Carnival is leading the industry in customer experience, trust, and loyalty.

Hosted by Bridget Blaise-Shamai

Show Notes:-

1) Sid Krishna

2)Carnival Cruise Line

3) Book recommendation: Bring the Noise: The Jürgen Klopp Story

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish

Hoy en Let’s Talk Loyalty en español converso con Max Everett, Director de Lealtad en Enterprise Mobility. Desmenuzamos Enterprise Plus, la estrategia de lealtad de la marca, su relación con Emerald Club y Emerald Aisle, y cómo juntos crean valor real para el viajero. Hablamos del rol del loyalty en la estrategia de la empresa, sus líneas de negocio y su posición de liderazgo en EE. UU.

También abordamos métricas clave y cómo aprenden del cliente para mejorar la experiencia. Un episodio con ideas accionables sobre cultura, datos y experiencias que construyen lealtad.

Hosted by Alex Saul

Show Notes:

1) Max Everett

2) Enterprise Mobility

3) Book recommendation: Leaders eat last de Simón Sinek.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Paula Thomas here - proud Founder and CEO of Let's Talk Loyalty and Loyalty TV.... with my final ever episode for you as a host of our show.

It's been an incredible experience to interview so many incredible guests and loyalty leaders but now it's time for me to let our amazing global panel of hosts take over.

I hope you enjoy listening (or watching) as I exit from behind the microphone to focus on growing our business.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Paula Thomas here today, hosting perhaps the most special and significant episode of our show for me personally - and I can't imagine a more perfect guest and topic today than the Silver Jubilee of the Emirates Skywards programme - the very programme that inspired my career in loyalty 25 years ago!

To celebrate this incredible milestone, we’ve recorded a VERY special episode which we shot on location for the first time ever.

For those of you watching on Loyalty TV, you will see that I’m sitting in Emirates Group Headquarters in Dubai with the busy runway behind me, and I’m joined in person by Dr Nejib Ben Kheder, Head of Emirates Skywards, who will share some of their strategies and successes over the last 25 years as well as what lies ahead for this iconic programme.

It's also my final episode as a host of our show!

Six years after I launched "Let's Talk Loyalty", it’s time today for me to hang up my microphone and leave the hosting side of Let's Talk Loyalty and Loyalty TV to our amazing global panel of loyalty marketing professionals.

I hope you enjoy my final show as a host, but don’t worry, I’m still here producing the show and leading the business to bring you even more loyalty marketing insights in both audio and video format in the months and years ahead.

Now, on with today’s interview with Dr Nejib Ben Kheder from Emirates Skywards.

Show notes:

1) Emirates

2) Emirates Skywards

3) Dr Nejib Ben Kheder

4) Book Recommendation: Blue Ocean Strategy

5) Book Recommendation: Extreme Ownership

6) Book Recommendation: From Strength to Strength

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

Paula Thomas here and I am thrilled to be back today interviewing the ACCOR Group – a brand that is joining us today for their fifth interview on the show.

And in fact, ACCOR is the most frequent brand we’ve interviewed on our show, given the incredibly generous insights we’ve had over the years directly from Mehdi Hemici, the Chief Loyalty and eCommerce officer of ACCOR.

Mehdi joins me again today along with Emilie Couton, the CEO of ACCOR Plus, the subscription product from the ACCOR Group, which you’ll hear today is going from strength to strength!

Today is also my penultimate episode as a host of our show.

I’m hanging up my microphone after six years of conducting interviews to allow our global panel of hosts to continue creating remarkable content for you.

It will also allow me time to focus on growing our business, and I’ll be doing from behind the scenes.

Exciting times ahead!

I hope you enjoy my interview today with Mehdi Hemici and Emilie Couton from the ACCOR Group.

Show Notes :

1) Mehdi Hemici

2) Emilie Couton

3) ACCOR.

4) ACCOR Plus

5) Book recommendation(Mehdi): Unreasonable Hospitality

6) Book recommendation(Emilie): The Thin Book of Trust

This episode is available in audio format on our Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.

Join us as we chat with Mel Grafton, Head of Digital and CRM at SHEIKE about launching SHEIKE Society , the brand’s first-ever loyalty program.

Discover how putting the customer first, creating memorable experiences, and fostering a strong community can transform loyalty in retail.

Mel shares insights from her 20-year journey across fashion, beauty, and e-commerce, and how determination and collaboration made Chic Society a reality in just 9 months.

Hosted by Carly Neubauer

Show Notes:

1) Mel Grafton

2) SHEIKE

3) SHEIKE Society

4) Book recommendation: The Five Dysfunctions of a Team

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.

It’s Paula Thomas hosting today and I’m delighted to be chatting with Nyeleti Sue-Angel Nkuna, a customer loyalty strategist with a proven record helping blue-chip global brands forge deeper connections with their customers.

Nyeleti is originally from South Africa and she's now based in Copenhagen.

In today’s episode, we are announcing Nyeleti as our latest HOST of LTL and LTV.

Throughout our conversation, she shares her professional background and how she fell in love with loyalty, as well as some of the extraordinary guests she has coming up for us, particularly focused on Scandinavia.

I hope you enjoy today’s conversation with Nyeleti Sue-Angel Nkuna.

Show notes:

1) Nyeleti Sue-Angel Nkuna

2) Book Recommendation: Mindset: The New Psychology of Success

This episode is available in audio format on our Let’s Talk Loyalty podcast and in video format on www.Loyalty.TV.

This episode was recorded in 2024 and features one of the few brands we’ve had on the show for a third time.

BILT Rewards is the first ever loyalty program that rewards people for simply paying their rent and spending locally in their neighbourhood, no matter where they live.

BILT Members can earn points and access exclusive benefits on rent payments, and now also at local restaurants, pharmacies, fitness studios and other merchants, and it is ranked the highest-value point currency by top consumer loyalty publications.

As a company, *BILT Rewards has raised several rounds of funding, valuing the company most recently at $3.25 BN.

Our guest, Dave Canty, is SVP and Head of Loyalty for BILT Rewards, someone with truly impressive loyalty credentials in brands including Jetblue and IHG.

I hope you enjoy our conversation.

Note* Bilt has fully evolved into a housing and neighborhood commerce platform, with its most recent valuation close to $11 billion.

Show Notes:

1) Dave Canty

2) BILT Rewards

3) LTL #135: Loyalty Industry Innovation – RENT Should Be Rewarding

4) LTL #261: Building Bilt Rewards from Strength to Strength

Join Monika Sharma and Juber Shaikh from the Lalit Suri Hospitality Group, one of India’s leading luxury hotel brands.

Discover how they’ve built a strong brand, the history of loyalty within the group, and how their loyalty programme is designed to truly reflect the luxury experience—creating a programme with a difference.

Hosted by Paula Thomas

Show notes:

1) Lalit Suri Hospitality Group

2) The LaLit Loyalty

3) Juber Shaikh

4) Monika Sharma

5) Book recommendation: Thinking Out Loud - Keeping Nothing Behind

6) Book recommendation: Grand Central Publishing Delivering Happiness: A Path to Profits, Passion and Purpose