Let's Talk Loyalty

In this episode of Let's Talk Loyalty and Loyalty TV, Andrew Glance CEO of Qantas Loyalty, takes us behind the scenes of one of the world’s most successful loyalty programs. He shares how Qantas Loyalty has evolved from a marketing tool into a standalone business, delivering value to over 18 million members.

Andrew dives into the recent program transformations, including Classic Plus for better flight availability, recognition beyond the air, and initiatives that make the program simpler, more rewarding, and relevant for members. He also explains how technology, AI, and strategic partnerships with banks, retailers, and travel partners are reshaping the loyalty experience.

Learn about the program’s new discoverability tool, which already saw over a million searches in its first 24 hours, making it easier for members to find flights across multiple dates, regions, and cabins. This episode is packed with insights for loyalty professionals, marketers, and frequent flyers who want to understand how to create a profitable, member-focused loyalty program that keeps evolving.

Hosted by Paula Thomas and Carly Neubauer.

Show Notes:

1)Andrew Glance

2) Qantas

3) Qantas Frequent Flyer

4) The Subtle Art of Not Giving a F*ck - Book Recommendation

In this standout episode from our archives, we revisit the award-winning British Airways Executive Club—now known as The British Airways Club—a loyalty programme designed to engage and reward frequent flyers worldwide.

Niall Rooney, Former Loyalty Manager at British Airways, shares valuable insights into the evolving world of loyalty marketing, revealing how customer preferences and performance data shape the airline’s strategy.

From increasing reward seat availability to recognising high-value customers, this episode explores how British Airways continues to differentiate itself in a highly competitive travel landscape.

Show Notes:

1) Niall Rooney,

2) The British Airways Club

3)British Airways

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

In this episode, we explore how a brand built on surprise, discovery, and in-store experience approaches loyalty and growth at global scale.

Our guest is Mathilde Yung Bruyant, Marketing Director of Flying Tiger Copenhagen. She shares how the brand is translating its distinctive DNA — playful, accessible, and locally relevant — into a modern membership and customer engagement strategy across more than 30 markets.

The conversation centres on a key tension: Flying Tiger’s success is rooted in physical discovery and impulse, yet its loyalty ambitions require structure, data, and continuity. We explore how the Flying Tiger Club is being designed to enhance that experience, not dilute it.

A core theme is the decision to launch before everything is fully defined — using speed, testing, and real customer behaviour to shape the program over time, from onboarding and engagement to long-term value.

We also discuss how digital and in-store experiences reinforce each other, and how global consistency is balanced with local relevance.

This episode offers a perspective on how experience-led brands can build loyalty in motion while staying true to what makes them distinctive.

This episode is hosted by Nyeleti.

Show Notes:

1) Mathilde Yung Bruyant

2) Flying Tiger Copenhagen

3) How Brands Grow - Book Recommendation

Sports fans are some of the most passionate and loyal audiences in the world—often supporting their clubs across generations. So what drives a football club like AS Roma to invest in a structured loyalty programme?

This episode is one of the best of the back catalogue, exploring the smart strategy behind AS Roma’s approach, developed in partnership with Advice Group—an initiative that led to three wins at the 2018 Loyalty Magazine Awards, including Best Regional Champion of the Year (Western Europe).

Paula speaks with Laura Cagnacci about the thinking behind the programme, how it performs in practice, and the cross-industry insights shaping stronger, more direct relationships with fans.

Tune in to revisit a standout episode.

Show Notes:

1) Laura Cagnacci

2)AS Roma

This episode is also available in video format on www.Loyalty.TV.

In this episode of Let's Talk Loyalty and Loyalty TV, we sit down with James Kavanagh, Global Leisure CEO at the Flight Centre Travel Group, to explore the future of travel loyalty. With 29 years in the travel industry, James shares insights into transforming global leisure operations, scaling brands across eight markets, and launching World360 Rewards—the new travel loyalty program in Australia.

Leadership lessons, loyalty insights, and the books that guide a global CEO—James Kavanagh reveals how Flight Centre makes every journey rewarding for both customers and business.

Hosted by Carly Neubauer

Show Notes:

1) James Kavanagh

2)Flight Centre Travel Group

3) World360 Rewards

4) Legacy by James Kerr - Book Recommendation

7-Eleven Denmark has redefined convenience retail by evolving from a traditional kiosk model into a modern, food-focused destination—earning the title of International Convenience Retailer of the Year.

In this Let’s Talk Loyalty episode, Managing Director Jesper Østergaard shares how shifting customer needs, healthier offerings, and brand innovation are shaping their approach to loyalty.

From our Best of the Back Catalogue, we revisit this conversation on transforming convenience into meaningful customer connection.

1) Jesper Østergaard

2)7-Eleven

3) Reitan Convenience

4) NACS International Convenience Retailer of the Year Award

5)NACS Europe

This episode is also available in video format on www.Loyalty.TV.

Join Locky Wright as he shares how the My RYOBI program turns customers into loyal fans.

From data-driven personalisation and AI-powered recommendations to winning back customers and breaking down organisational silos, Locky reveals the secrets to delivering real impact. Learn why progress over perfection, simplicity, and measurable value are key to lasting loyalty.

Hosted by Carly Neubauer

Show Notes:

1) Locky Wright

2) My RYOBI

3) TLDR - Article Recommendation

4) This is Marketing - Book Recommendation

This episode is in Spanish.

We’re pausing our Spanish-language episodes for now.

In today’s episode, Alex reflects on his experience hosting the Spanish-language episodes of Let’s Talk Loyalty and Loyalty TV. While these episodes are on hold, the voices and ideas from Latin America and Spanish-speaking markets continue to play an important role in our global discussion.

Don’t forget to share your thoughts and feedback. Let’s keep the conversation going!

A heartfelt thank you to everyone for your support throughout this journey.

Hosted by Alex Saul

Show Notes:

1) Alex Saul

2) All Spanish Episodes

Today we are re-publishing back one of our most popular episodes as our planned episode has been delayed for technical reasons

This re-released episode features Evert de Boer, Managing Partner at On Point Loyalty and CEO of Fidivo, sharing key takeaways from his book “Loyalty Programs and the Currency Effect” and his perspective on loyalty in the travel sector.

Hosted by Aaron Dauphinee.

Show Notes:

1) Evert de Boer

2)Fidivo

3)On Point Loyalty

5) Loyalty Programs and the Currency Effect: A Comprehensive Guide to Realizing the Power of Points – By Evert de Boer & Xiao Yao Chin

6) A Perfect Spy: A Novel - Book Recommendation

7) Connemara: A Novel - Book Recommendation

8) German Summer Book (but only available in Dutch) - Book Recommendation

From our Best of the Back Catalogue, we revisit this episode exploring 3Plus, the award-winning loyalty programme from Three Ireland.

In this conversation, Siobhan Lynch, Loyalty Manager at Three Plus Ireland, shares the story behind the programme, what it offers customers, and the impressive results it has delivered.

1) Siobhan Lynch

2) Three Plus Ireland