Let's Talk Loyalty

In this episode, Shannon Miller from IBM and Tom Bockholt from Salesforce discuss how they are enabling clients to accelerate the adoption of AI to transform and elevate customer loyalty strategies and the end to end customer experience.

They explore how innovative companies are using AI to drive hyper-personalization, respond to evolving customer expectations, and embed loyalty across the customer journey.

The conversation touches on navigating investment risks, overcoming legacy system challenges, and the rising influence of content creators in an increasingly fragmented marketing landscape.

Case studies and real-world examples highlight how IBM and Salesforce help clients innovate, implement faster, and deliver measurable business value in an increasingly complex and fast-paced digital and AI powered environment.

This episode is sponsored by IBM and Salesforce.

Hosted by Bridget Blaise-Shamai.

Shownotes:

1) Shannon Miller

2) IBM

3) Tom Bockholt

4) Salesforce

5) Book: Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty by Patrick Lencioni

6) Book: Trailblazer: The Power of Business as the Greatest Platform for Change by Marc Benioff

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

The Wiser Loyalty podcast series is produced in partnership between Let’s Talk Loyalty and The Wise Marketer™. Twice a month, we bring you an interview with a C-level executive who has transformed strategy into practical application to generate business results.

In this episode Bill Hanifin speaks with recognized industry figure Peter Menges, SVP Customer Engagement and Loyalty with Sandals Resorts International. Sandals is a boutique luxury resort,brand that is Caribbean based and global in its appeal.

In this session, you’ll hear Peter’s take on why loyalty is a by product of behavior, how to build and nurture vibrant customer communities and how customer experience is central to maintaining long term customer loyalty.

Show Notes:-

1) Peter Menges

2) Sandals Resorts International

3) The Storyteller: Tales of Life and Music

4) George Marshall: Defender of the Republic

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

In this archived episode, Ben Lipsey — Senior Vice President of Customer Loyalty and President of Flying Blue, the joint loyalty program of Air France, KLM, and Transavia — shares a fascinating look into the evolution of airline loyalty.

Originally recorded at a time when Flying Blue had just surpassed 22 million members, Ben talks through their bold program updates, including new member propositions, pricing changes, and the creation of a dedicated legal structure for Flying Blue. He also reveals their plans to explore a subscription-based loyalty model.

Revisit this conversation for timeless insights on innovation, structure, and strategy in one of Europe’s most dynamic airline loyalty programs.

This episode was published on 11 January 2024

1)⁠ Ben Lipsey⁠

2) ⁠Air France⁠

3) ⁠KLM⁠⁠

4) ⁠Transavia⁠⁠

5) ⁠⁠Flying Blue⁠⁠

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

As Ford Motor Company celebrates 120 years of innovation, we’re bringing back one of our standout conversations — this time with Beth Leverton, Director of Rewards, Loyalty & CX at the Ford Motor Company.

Originally recorded after the Comarch User Group conference in Poland, this episode dives into what it takes to build customer loyalty for a global giant that operates in over 126 countries.

Beth shares the evolving vision behind Ford’s loyalty strategy — how they’re balancing legacy with future-focused thinking, and what loyalty looks like beyond the dealership floor.

Whether you missed it the first time or are tuning in again, this conversation is packed with insights into customer experience, emotional loyalty, and brand trust at scale.

Hosted by Paula Thomas

Show Notes :-

1) The Ford Motor Company

2) Beth Leverton⁠

3) www.Loyalty TV⁠

]Join us as Heather Garboden, Chief Customer Officer at American Airlines, reveals how the airline is reshaping customer loyalty beyond traditional rewards programs. From enhancing digital tools to elevating premium experiences, Heather shares how data-driven insights and cross-team collaboration are driving initiatives that make travel easier, more personalized, and truly seamless across the OneWorld alliance.

Discover how small operational changes—like improved boarding processes and reduced gate-checked bags—are creating big wins for both customers and the airline. This episode dives into the emotional connection, trust, and reliability that American Airlines fosters to turn everyday travelers into lifelong advocates.

Hosted by Bridget Blaise-Shamai

Show Notes:

1) Heather Garbodin

2) American Airlines

3) Grit: The Power of Passion and Perseverance

4) Moments of Truth

5) AAdvantage from American Airlines - Insight-led Innovation & Industry Leadership

6) AAdvantage - Caring for Loyal Customers through Challenging Times.

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

eBucks Rewards is truly an exceptional programme as you’ll hear so we're delighted to welcome Pieter Woodhatch - CEO of eBucks Rewards in South Africa as today's guest

Owned and operated by First National Bank, it is one of South Africa's leading rewards programmes which has now been rewarding banking customers for 25 years!

Pieter today explains how members can earn eBucks while doing everyday things – like filling up with fuel, buying airtime and shopping in their partner retailers including important categories like pharmacy and grocery shopping - and then they can spend those eBucks on anything from a dream holiday to monthly essentials or the latest gadget.

Please enjoy our conversation with Pieter Woodhatch from eBucks Rewards.

Hosted by Paula Thomas.

Show Notes:

1) Pieter Woodhatch

2) eBucks

3) Rassie: Stories of Life and Rugby

4) #416: South Africa’s FNB eBucks Rewards is the biggest winner at The International Awards

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

In this episode Bill Hanifin, CEO Wise Marketer Group, speaks with recognized industry figure Deepak Pradhan, Head of Loyalty Program & CRM at ADNOC Distribution.

This conversation will share a vision for the future of convenience and fuel retailing and will surely create “store envy” among many retailers. The state of the art at ADNOC is incredible.

Listen as we dig into how ADNOC is innovating in customer loyalty in this new retail model.

The episode is sponsored by Comarch.

Show Notes:-

1) Deepak Pradhan

2)ADNOC Distribution

Matt Zimmerman, a loyalty professional with years of experience across hospitality, gaming and travel.Matt’sloyalty journey began for with sheer persistence —after two years of consistently calling, they finally secured a role as a Loyalty Analyst at Albertsons (the U.S. equivalent of Woolworths).

From there, the moved into the fast-paced world of Caesars casinos, followed by several loyalty consulting roles that honed their strategic expertise. A move to Australia opened new opportunities, including leading the loyalty program at HotelClub, then joining Menulog during the height of COVID.

Most recently, they transitioned to the product space at Endeavour X, where he designed and launched a new loyalty program, pub+, and app from the ground up.

Hosted by Carly Neubauer

Show notes:

1) Matt Zimmerman

2) pub+

3) Peter Principle

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

In this episode of the Wiser Loyalty podcast series, Aaron Dauphinee, the CMO of Wise Marketer Group, talks with the VP of Marketing at Cadillac Fairview, Craig Flannagan.

Craig is one a senior marketing executive that has successfully stitched his customer and community marketing savvy across IBM and Microsoft into curating customer experiences at Canada's premier commercial real estate agent that operates some of the countries highest-performing shopping centres.

He shares his perspective on loyalty being immersive of the human element, which begins from creating experiences that draw people into their spaces and then sees them return.

A very progressive conversation on what loyalty looks like in a non-traditional sector (mall loyalty) that is intertwined with one more core (retail loyalty).

This episode is sponsored by Comarch.

Show Notes:

1) Craig Flannagan.

2)Cadillac Fairview

3)Aaron Dauphinee

4) The Power of Moments * (Book)

*In this episode, the guest mistakenly refers to the book by an incorrect title. The correct title is The Power of Moments

We appreciate your understanding and hope you enjoy the conversation.

In this episode, Charlie Hills interviews Dayoán Daumont, Head of Strategy at Ogilvy One, where he leads consumer engagement and loyalty strategy across the entire brand ecosystem for clients such as FIFA, Nestlé, and Michelin. Dayoán blends behavioural insight with creative precision to transform fleeting moments into lasting relationships.

The conversation explores his favourite book and loyalty programmes, key highlights and learnings from the initiatives he has led, and an in-depth look at Ogilvy One’s new loyalty research, The Four Dimensions of Loyalty.

Show Notes:

1) Charlie Hills

2) Dayoán Daumont,

3) Ogilvy One

4) The Four Dimensions of Loyalty

5) Neuromancer