Let's Talk Loyalty

In this episode Charlie Hills is delighted to interview Chris Frost, the Senior Product Manager for Customer Experience & Loyalty for Travelex.

Chris is a Senior Product Manager specialising in customer experience, personalisation, and loyalty at Travelex, where he leads the development of martech and CRM platforms to unlock customer data and drive long-term value. With a career spanning customer engagement, personalisation, and product innovation, he helps global brands turn data into impactful, loyalty-building experiences.

Today we’ll be learning about his favourite books, all about the new Travelex Plus programme and his unique insights from a Product Manager’s point of view on how to launch programmes.

Hosted by Charlie Hills

Show Notes:

1) Chris Frost

2) Travelex

3) Travelex Plus

4) Inspired by Marty Kagan

5) Radical Focus

In this episode of Let’s Talk Loyalty and Loyalty TV, Carly Neubauer speaks with Claudia van de Tonnekreek, Head of the relaunched IGA Rewards program at Metcash.

With over a decade of experience leading the American Express rewards program, Claudia brings deep expertise in creating customer-centric loyalty strategies. She shares how IGA is focusing on targeted offers and cashback rewards while ensuring customers feel seen, heard, and understood.

From her early inspiration with cereal box promotions to today’s challenge of delivering value without overwhelming customers, Claudia discusses the importance of curiosity, authenticity, and human connection in loyalty marketing.

Hosted by Carly Neubauer

Show Notes:

1) Claudia van de Tonnekreek

2) MetCash

3) IGA Rewards

4) Eleven Rings

This episode is also available on Loyalty TV.

In this episode Charlie is delighted to welcome Andy Chalcroft, the Vice President, Head of North America Co-brand and Global Center of Excellence for VISA. Andy leads the co-brand program development across US and Canada, and supports globally.

He helps in market, regional and global teams deliver world leading co-brands and partnerships for Visa clients, focusing on every aspect from new business development to existing portfolio enhancement. Andy brings a deep experience of Co-brand, Cards, Loyalty, and banking having led the Visa Co-brand partnership development function in the Asia Pacific region before relocating to the North America.

Today we’ll be learning about his favourite books, the secrets behind co-branded cards, all about VISA and loyalty programs that actually work, and how to engage Gen Z.

Hosted by Charlie Hills

Show Notes :

1) Andy Chalcroft

2) VISA

3) European Loyalty Whitepaper

4) Mando-Connect

5) A Brief History of Time by Stephen Hawking (Book)

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

En el nuevo episodio de Let’s Talk Loyalty en Español conversé con María Romero Panizo, de MeliáRewards (Hoteles Meliá). Hablamos de cómo está diseñado el programa, cómo se opera en la red global de hoteles, y del rol de la data y del apoyo C-level para convertir la lealtad en una verdadera palanca de negocio. En este episodio:

· La estructura de MeliáRewards y sus pilares.

· Cómo escalar la operación del programa a nivel mundial sin perder cercanía con el huésped.

· La data como base para personalizar, medir y decidir.

· Por qué el patrocinio del C-suite puede marcar la diferencia entre “un programa más” y una estrategia de crecimiento.

Hosted by Alex Saul

Show Notes:

1) María Romero Panizo

2) MeliáRewards

3) Start with Why . Simon Sinek

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

In today's episode Aaron Dauphinee, from the Wise Marketer Group speaks with Lisa Copeland who is the VP of Loyalty and Customer Engagement for Amtrak.

Amtrak is the national passenger railroad company for the United States with more than 32 million passengers stepping aboard Amtrak’s trains in 2024 and the rail line also sees 87K rides on 300+ trains daily.

Prior to Lisa's career she held a balance of Customer Engagement and Brand roles at powerhouse brands such as Lowe's, Hilton and Pandora. This has her bringing forward a set of changes at Amtrak that will properly see Brand Marketing and Customer Loyalty delivered in unison to provide their customers with experiences, benefits and rewards, and product innovation (i.e. new train design and features) to create a viable alternative to air and car travel. It's a conversation about delivering big "L" loyalty that you will not want to miss.

Show Notes:

1) Lisa Copeland

2) Amtrak

3) The Wise Marketer™

4) Unreasonable Hospitality - AudioBook

5) Unreasonable Hospitality - Book

Today we are re-publishing this fantastic episode from our archive as our planned episode has been delayed for technical reasons.

Our guest Joy Das Gupta has built an incredible career in loyalty, spending over thirteen years shaping many of the most exciting and innovative propositions at Starbucks in the US market.

Now an independent loyalty consultant, Joy works with clients such as Brooks Running and has previously supported global brands including Coca-Cola, Stanley Black & Decker, Cisco Systems, and Samsung during his time at Merkle.

In this episode, Joy shares valuable insights along with common pitfalls that loyalty professionals should watch out for, making this conversation as relevant today as ever.

Listen to enjoy our conversation with Joy Das Gupta from Das Gupta Consulting LLC.

Show Notes:

1) Joy Das Gupta

2) Watch the full interview at www.Loyalty.TV

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

Recognised as the most decorated loyalty brand in global awards, Myer One has been on an extraordinary journey of transformation since 2019.

In this episode, Rob Pope, GM Customer at Myer, reveals how the program has evolved into the ‘beating heart’ and ‘engine room’ of Australia’s second-largest apparel retailer. With data as the driving force, Myer One has crafted a powerful, customer-first success story.

Hosted by Amanda Cromhout.

Show Notes:

1) Myer One

2) Intrapreneuring (Book)

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

Hosted by Paula Thomas, today's episode features the announcement of guest host Lisa Brightwell – the Founder and Managing Director of Bright Insights Consulting - a boutique loyalty consultancy firm based in the UAE.

Bright Insights is a renowned consulting firm who are designing, building and running loyalty programs for some of the best known and most respected brands in this region.

In today’s episode, you’ll hear the extraordinary expertise that Lisa will be sharing with you each month, including her own insights, insights from her guests and her extended team of industry experts.

Please enjoy today’s conversation with Lisa Brightwell from Bright Insights Consulting.

Show notes:

1) Lisa Brightwell

2) Bright Insights Consulting

3) The Monk Who Sold His Ferrari

In this heartfelt episode, we welcome Jacqui Solly, Loyalty Manager at Australian Red Cross Lifeblood, to explore a truly unique loyalty program that goes beyond points and rewards. Jackie shares how simple acts of giving blood translate into hundreds of thousands of lives saved, alongside personal stories that reveal the deep emotional impact behind every donation.

We discuss how Lifeblood balances humor, advocacy, and intrinsic motivation to create a compelling donor experience, applying loyalty marketing principles in a life-changing context. Whether you’re a loyalty professional or simply curious about how small actions can create massive impact, this episode will inspire you to see loyalty in a whole new light.

Hosted by Carly Neubauer

Show Notes:

1)Jacqui Solly

2)Australian Red Cross Lifeblood,

3) Start with Why

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

¿Quieres llevar tu estrategia de lealtad al siguiente nivel? En el episodio más reciente de "Let's Talk Loyalty en Español", contamos con la valiosa perspectiva de Federico Rosas Couret, Consultor Principal en Loyalty & Reward Co. y un experto de primera línea en Customer Loyalty. Federico nos revela cómo diseñar programas de lealtad que ofrezcan mucho más que solo puntos, la receta para lograr un desarrollo exitoso y cómo asegurar un compromiso que impregne cada rincón de tu organización. Además, compartiremos insights sobre la medición del desempeño adaptada a la madurez del programa, y cómo la data y la inteligencia artificial se convierten en tus mayores aliados.

Hosted by Alejandro Gonzalez-Saul

Show Notes:

1) Federico Rosas Couret

2) Loyalty & Reward Co

3) “El Ladrón de Arte” de Michael Finkel