Let's Talk Loyalty

Kate O' Brien has been the General Manager of Loyalty at Air New Zealand for the past five years.

Kate leads and holds responsibility for the Loyalty business including strategy development and execution, partner relationships and negotiations, airline loyalty tiers and benefits, data and analytics and P&L ownership.

Hosted by Carly Neubauer

Show notes:

1) Kate O' Brien

2) Air New Zealand

3) Air Points

4) Dare to Lead: Brave Work. Tough Conversations. Whole Hearts. - Brené Brown

Our guest today is Ashley Deibert, Chief Marketing Officer, Marigold.

Ashley leads marketing at Marigold and oversees global go-to-market strategy, brand positioning, and expanding the company’s presence across North America, Latin America, EMEA, APAC, and Japan.

Ashley is recognized for her ability to overhaul marketing infrastructures, define go-to-market strategies, and scale multi-million-dollar growth globally.

We cover lots of ground in this conversation, while digging into a new report from Marigold, The 2025 Consumer Trends Index (CTI).

The report examines what makes today’s consumers tick and offers insights across multiple dimensions of cross-channel marketing and explores how brands can create relevant marketing experiences that turn customers from fickle to faithful.

The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™ and this episode is hosted by Bill Hanifin.

Show Notes:

1) Ashley Deibert

2) Marigold

3) The 2025 Consumer Trends Index (CTI).

4) The First 90 Days: Critical Success Strategies for New Leaders at All Levels by Michael D

Customer advocacy and emotional loyalty are driven by value-based alignment rather than product, service and price points. Explore a new take on customer loyalty from the latest whitepaper from Yuping Liu-Thompkins, Professor of Marketing at Old Dominion University and Director of Loyalty Science Lab.

Her latest whitepaper: The Politics of Brand Loyalty unpacks US consumer views on values alignment and how ideological views impact brand decisions.

Hosted by Amanda Cromhout

Show Notes:

1) Yuping Liu-Thompkins

2) Old Dominion University

3) Loyalty Science Lab.

4) The Politics of Brand Loyalty

5) Marketplace Dignity Transforming How We Engage with Customers Across Their Journey (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 topic is an industry favourite – we’re here to talk about “Profitability in Loyalty and Strategies for extracting MAXIMUM value from Your Programme.”

Our guest is Priyanka Lakhani who is a Senior VP at the Collinson Group.

Collinson is perfectly positioned to lead the conversation about “Profitability in Loyalty” as a global company dedicated to helping the world to travel with ease and confidence for more than 30 years.

Please enjoy this conversation about programme profitability with Priyanka Lakhani from Collinson.

This episode is sponsored by Collinson Group.

Show notes:

1) Priyanka Lakhani

2) Collinson Group

3) Let’s Talk Loyalty: Priyanka Lakhani on Loyalty Programme Profitability | Collinson Group

4) AI and the future of humanity | Yuval Noah Harari at the Frontiers Forum - Yuval Noah Harari

5) Sapiens A Brief History Of Humankind By Yuval Noah Harari (Book)

6) Let’s Talk Loyalty: Priyanka Lakhani on Loyalty Programme Profitability | Collinson Group

In this episode Charlie Hills interviews Kate Wheaton, the Head of Strategy for Ogilvy One. Through her long career, Kate has worked on some of the UK’s most effective and loved loyalty programmes for brands such as Sainsbury’s, Tesco, Boots, Vodafone, British Airways, Waterstones and Pets at Home. She enjoys the combination of strategic rigour and creativity that modern loyalty demands to be successful.

Today we will be learning about her favourite book and loyalty programmes, highlights and key learnings from the programmes she has worked on and all about the new loyalty white paper from Ogilvy One “Loyalty in the Age of the Emotional Consumer”.

Hosted by Charlie Hills

Show Notes :

1. Kate Wheaton
2. Ogilvy One
3. Oglivy - Ideas - Loyalty -Age- Emotional Consumer
4. European Loyalty Whitepaper
5. Mando-Connect
6. The Power of Moments: Why Certain Experiences Have Extraordinary Impact

In this episode Aaron Dauphinee speaks with CLMP™ and loyalty academic, Darron Kirkley from the University of South Carolina (USC).

Darron is one of less than a handful of instructors in the USA who have created a university level class focused on the discipline of loyalty.

His course, Hospitality Loyalty Strategy, is taught through USC's College of Hospitality, Retail and Sport Management and Darron is a steward of the hospitality sector.

Darron shares his unique perspective into the mindshare of the next generation of loyalty marketers.

We also discuss the drivers of loyalty in hospitality and the go-forward state for the loyalty industry.

The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Aaron Dauphinee.

Show notes:

1) Darron Kirkley

2) USC's College of Hospitality, Retail and Sport Management

3) University of South Carolina (USC)

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 a truly global loyalty perspective coming from Indonesia, which is in fact the 4th most populous country in the world!

Our featured brand is one of the largest retail conglomerates in Indonesia with nearly 200 stores and a market leadership position particularly in the kids and baby segment.

Kanmo Group is the official distributor for Indonesia of multiple world class brands and their portfolio includes global icons such as Mothercare, COACH, Adidas, Havaianas, Liverpool Football Club & Nespresso.

Our guest is Rajesh Grover, Kanmo’s Group Vice President of AI, Digital and Omnichannel, which includes responsibility for the Kanmo Circle loyalty programme.

Separately, Rajesh has also recently written and published a book called “Start Unselling Now” which introduces his customer-first approach that prioritizes the buying journey over sales targets.

Please enjoy this episode from the Kanmo Group in Indonesia.

Show notes:

1) Rajesh Grover

2) Kanmo Group

3) Kanmo Circle

4) Start Unselling Now: The Sales Manifesto for Winning Customers (Book)

5) One Click: Jeff Bezos and the Rise of Amazon.com (Book)

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

En el episodio de hoy está con nosotros Cristian Ortiz, CEO de LATAM Pass, uno de los programas de viajero frecuente más grande de

Latinoamérica con 49 millones de socios. Nos describe cómo ha evolucionado el

programa a lo largo de los últimos años, pasando de un modelo de coalición,

anteriormente conocido como Multiplus, a lo que es ahora. Nos comentó como

conectar con los socios del programa para que se mantengan enganchados con la

propuesta de valor y como extenderla para estar presentes con el socio todos los

días.

Hosted by Alex Saul.

Show Notes:-

1) Cristian Ortiz

2) LATAM Pass

3) Start with Why by Simon Sinek (Book)

Today’s guest is Dave Sims, a well-known professional in North American loyalty circles. Dave is a Navy veteran who started his career with Proctor & Gamble and had early experiences creating business value using customer data while operating a startup.

He has since been in a leadership role in the customer loyalty efforts at notable brands including DSW Shoes, GNC Nutrition, LaQuinta Hotels, and Nordstrom. He most recently served as Chief Marketing Officer for a large franchisee of Orange Theory Fitness.

Dave shares insights on the future of loyalty, how to get support from the C-Suite, the tension between acquisition and retention, gamification and more.

The Wiser Loyalty podcast series is created in partnership between Let’s Talk Loyalty™ and The Wise Marketer™. This episode is hosted by Bill Hanifin.

Show Notes:

1) Dave Sims

2) Orange Theory Fitness

3) Bill Hanifin

4) The Wise Marketer.

Arvind Fashions Ltd is a USD 500 m turnover fashion business, which has been in existence for over 30 years. Its loyalty base boasts over 10 million customers across its five different loyalty programmes.

Tanya Alexander is AVP loyalty and Operations at Arvind Fashions Ltd and shares her challenges of operating five+ loyalty programmes, using customer-relevant channels and how she sees the role of AI driving faster hyper personalisation to better serve the Indian fashion market.

Hosted by Amanda Cromhout

Show Notes :

1) Tanya Alexander

2) Arvind Fashions Ltd

3) The Ken

4) Forrester Research

5) Mckinsey Insights