Let's Talk Loyalty

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, Managing Editor, The Wise Marketer, speaks with Mitch Walden, Sr. Director Digital Marketing & Loyalty, Scooter’s Coffee. Scooter’s Coffee was founded in Nebraska over 25 years ago and now operates over 800 locations in 29 states in the US.

Mitch is responsible for driving success for digital, loyalty, customer activation and owned social media strategies for Scooter’s coffee. His insights in this conversation will shed light on how this major coffee brand is creating growth and profitability through application of a coordinated digital strategy and a focus on customer loyalty.

Episode is sponsored by Comarch.

Show notes:

1) Mitch Walden

2)Scooter’s Coffee

3) Bill Hanifin

4) The Wise Marketer

5) The Energy Bus (Book)

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

Hoy nos adentramos en el fascinante mundo del lujo y la lealtad con una invitada excepcional, Esther Subias Hernandez. Exploraremos cómo Puntos Palacio, más allá de ser un programa transaccional, es una estrategia holística que integra experiencias exclusivas, comunidades vibrantes y una profunda personalización basada en la data, elevando la relación con sus clientes a un nivel Totalmente Palacio.

¡Prepárense para descubrir los secretos de la lealtad en el segmento más exclusivo del retail!

Hosted by Alex Saul

Show notes:

1) Esther Subias Hernandez

2) El Palacio de Hierro

3) Pour Your Heart Into It – Howard Schultz

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

Udhara De Silva is the Head Loyalty Marketing for Singapore Airlines in Australia, being involved in the successful launch of Kris+ in in November 2023, and growing the Australian KrisFlyer member base to become the largest outside of Singapore and localising the global KrisFlyer programme content to resonate with Australian consumers and anchor the Singapore Airline brand.

Hosted by Carly Neubauer

This episode is sponsored by Comarch

Show Notes:

1) Udhara De Silva

2) Singapore Airlines

3) KrisFlyer

4) Kris+

5) Hidden Potential (Book)

6) Singapore Airlines Launches Kris+ Loyalty Program in Australia -2024 episode

In this episode, Charlie Hills is delighted to interview Madeline Shaw, the Marketing Director of Pets at Home.

Madeline and her team develop and deliver the Pets Club programme for Pets at Home, the UK’s leading pet care business. The company is dedicated to providing the best products, services, and advice to support pet owners throughout their pet care journey.

In this conversation, we’ll learn about Madeline’s favourite books, her career highlights, key learnings from the programmes she’s worked on, and a deep dive into the Pets Club loyalty programme.

Show Notes:

1) Madeline Shaw

2) Pets at Home

3) Pets Club

4) Charlie Hills

5) Black Box Thinking (Book)

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

Today's episode features Raffael Fappiano Neto, the Product Manager for Loyalty at Azul Airlines.

Founded in 2008, Azul Airlines is now the largest airline in Brazil in terms of number of flights and cities served, and in 2020, they won the award for best airline in the world by TripAdvisor Travellers' Choice.

Raffael is responsible for Airline Products and Loyalty Projects at Azul Airlines, and he joins us today to share some highly innovative and even disruptive ideas - such as the option for members to burn their miles BEFORE they even EARN them!

He also shares insights on their paid program – a subscription product which includes an option to pay a monthly fee and potentially earn tier status even without flying frequently.

I hope you enjoy our conversation and a huge thanks to Comarch for the introduction!

Episode is sponsored by Comarch.

Hosted by Paula Thomas.

Show Notes:

1) Raffael Fappiano Neto

2) Azul Airlines

3) Don't believe in Everything you Feel (Book)

Today we are re-publishing back one of our most popular episodes as our planned episode has been delayed for technical reasons and ow also available to watch on www.Loyalty.TV and listen on Let's Talk Loyalty

Today’s conversation features Circle K, one of the world’s leading convenience and fuel retail businesses, operating over 14,200 stores in 26 countries.

In this episode, we explore how Circle K launched a cutting-edge global concept powered by gamification, strategic partnerships, and technology – all designed to deliver on their biggest commercial goal: driving both loyal and new customers into store.

We also highlight a major accolade: Circle K Norway was named the 2023 NACS European Technology of the Year, a testament to their industry leadership.

And with many of Circle K’s senior marketers based in my hometown of Dublin, it was a pleasure to speak with MJ Tierney, Head of European Marketing at Circle K.

Tune in to hear how innovation and loyalty go hand in hand at Circle K.

This episode was recorded and previously released in 2023.

Hosted by Paula Thomas.

Show Notes:

1) Circle K

2) MJ Tierney

3)2023 NACS European Technology of the Year

3) Inner Circle Rewards Program

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 Charlie Hills interviews Pablo Sardina, the Global Loyalty Senior Product Manager for Decathlon Membership. Pablo is a Growth and CX Expert in Sports Retail, focused on loyalty and relational models.

He has spent the last 7 years dedicated to drive digital products business value by delivering the optimal marketing strategy, including customer insights gathering, go to market strategies and campaigns and activations planning.

Today we will be learning about his favourite books, highlights and key learnings from the programmes he has worked on and all about Decathlon membership.

Hosted by Charlie Hills

Show Notes :

1) Pablo Sardiña

2) Decathlon Membership

3) European Loyalty Whitepaper

4) Mando - Connect

5) The Lean Start Up (Book)

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

Today’s episode is hosted by Amanda Cromhout, featuring a special guest – our very own Paula Thomas.

In this conversation, Paula shares the inspiring origin story of Let’s Talk Loyalty – from spotting a gap in the market to launching the industry’s first podcast dedicated to loyalty, and eventually expanding into Loyalty TV.

Now over five years old, Let’s Talk Loyalty has evolved into a powerful voice in the B2B space. Paula reflects on the journey so far and how, with its impressive reach and engagement, the show continues to outperform typical industry benchmarks.

Naturally, the conversation also touches on a proud recent milestone: Paula’s recognition as the International Loyalty Personality of the Year 2025 – a moment of celebration for both her and the entire team behind the scenes.

Show Notes :

1) Amanda Cromhout

2) Paula Thomas

3) Let’s Talk Loyalty

4) Loyalty TV

5) Wishes Fulfilled by Dr. Wayne Dyer

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

Today we welcome a new guest host – Joanna Witsch - who has been on the show a few times as one of our expert guests.

Joanna Witsch is hosting today's episode which features one of Comarch’s most loyal clients - Emirates National Oil Company (ENOC).

Her guest is Suryaveer Singh who is the Head of Loyalty CRM and Data at ENOC (more often simply known as Suri).

Suri was previously on the show in 2021 and since then the YES Rewards programme has grown dramatically.

This UAE-based fuel-led loyalty programme now has over a million members and includes a co-branded credit card, a subscription tier and also a consumer travel proposition, effectively evolving in to a comprehensive lifestyle programme.

Please enjoy this conversation between Joanna Witsch from Comarch and Suri Singh from ENOC.

This episode is sponsored by Comarch.

Show Notes:

1) Suryaveer Singh

2) Joanna Witsch

3) YES Rewards

4) Emirates National Oil Company

5) Comarch

6) The Psychology of Money (Book)

7) Yes Rewards from ENOC - Fuel, Food & Convenience Loyalty in UAE - 2021 Episode

Hadie Perkas is an inspiring entrepreneur with a career starting in recruitment, before founding The Gift Club & The European Loyalty Association. Hadie is known for her business drive, while identifying gaps in the market.

The communities she builds empowers businesses to build connections lasting relationships. The latest exciting news from the ELA is the launch of the Jobs Board, matching experienced loyalty professionals with job opportunities in the industry.

Hosted by Carly Neubauer

Show Notes:-

1) Hadie Perkas

2) The Gift Club

3) The European Loyalty Association.

4) Jobs Board

5) Atomic Habits (Book)

6) Cold: ExtremeAdventures at the Lowest Temperature on Earth (Book)