Let's Talk Loyalty

In this episode we are delighted to interview Peter Gerstle. He’s the Loyalty Consulting Director at Collinson responsible for shaping and delivering the strategy and management of Collinson’s loyalty products and driving loyalty innovation in travel, financial service, retail and other industries globally.

Peter joined Collinson in 2013 to add his expertise from a 25-year international career in eCommerce, product, and loyalty management across a wide range of travel companies, including InterContinental Hotels Group and easyJet, for which he launched several significant revenue streams such as Speedy Boarding and the first-ever airline paid loyalty program, easyJet Plus!. He advises clients globally on designing and optimizing loyalty programs and is a leading thinker on paid-for loyalty strategies.

In this episode, Peter shares his insights the loyalty industry, how behavioral science and AI are changing things at Collinson and in the industry and innovations and new ideas that loyalty marketers everywhere should be thinking about.

Hosted by Charlie Hills

Show Notes :

1) Peter Gerstle.

2)Collinson Group

3) Thinking Fast and Slow - Book Recommendation

4) Atomic Habits - Book Recommendation

5) The Hard Thing About Hard Things - Book Recommendation

6) The Loyalty Effect - Book Recommendation

We’re rewinding to some of the best from our back catalogue! If you missed it long back, this is the perfect time to catch the episode.

Sanjeev Nichani, a seasoned loyalty marketing professional, has shaped some of India’s most impactful loyalty programmes—from Loyalty Rewardz, serving over 100 million banking customers, to AIMIA, and previously Raymond Rewards, the men’s retail fashion programme spanning 1,000+ stores.

He shares timeless insights on launching loyalty programmes in franchise businesses, engaging members through digital channels, and lessons learned from driving customer-centric growth across industries.

Show Notes:

1)Sanjeev Nichani

2) Raymond Rewards

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

Nokwanda Khumalo is a seasoned executive with experience across multiple industries, having led fuel retail and loyalty projects for over a decade. In this interview, she shares how loyalty can become a powerful growth enabler when an organisation commits to it at a leadership level.

Reflecting on the 18 months following the loyalty launch at bp, Nokwanda unpacks the measurable business results achieved and explains how success went beyond technology or rewards mechanics. A critical differentiator was the deliberate investment in frontline execution — with bp placing significant emphasis on equipping and energising staff to deliver an exceptional customer experience.

Her insights reinforce a key message: loyalty drives sustainable growth when it is embedded into culture, championed by leadership, and brought to life consistently by those closest to the customer.

Hosted by Amanda Cromhout

Show Notes:

1) Nokwanda Khumalo

2) bp Southern Africa

3) bp rewards

4) Braving the Wilderness

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

TELUS is one of Canada's largest telecommunications companies, serving millions of customers across mobile, internet, TV, and digital health services. What makes TELUS particularly interesting from a loyalty perspective is how they've evolved their interactions with TELUS Services customers (mobility, internet, security and TV) through a new national tiered program, TELUS Rewards, that combines points and perks with extension into some major leading category partnerships and their programs, including WestJet.

Aaron Dauphinee sat down with Jacob Pullia, Director of Content, Strategy & Business Development is he leads the way in redefining how TELUS thinks about loyalty and their mandate of putting customers first. We also spend some time discussing partnership models and why the connection with WestJet makes sense for both organizations and their joint customers.

Hosted by Aaron Dauphinee

Show notes:

1) Jacob Pullia

2) TELUS Rewards

3) TELUS

4) Book Recommendation: Personalized Customer Strategy in the Age of AI

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

Louisa Evans is Head of Loyalty and Retention for Hornby Hobbies which saw the launch of its Rewards programme, Hobby Rewards, three years ago. In this interview, Louisa talks us through how the product-centric organisation with magnificently created and engineered collectibles turns into a customer-led business.

They had to pivot from a pure B2B company to create a D2C channel during covid, resulting in Hobby Rewards. This is a magnificent inside view into a concept referred to as generational loyalty and data-led decision making, combing transactional and emotional loyalty.

Hosted by Amanda Cromhout

Show Notes:

1) Louisa Evans

2)Hornby Hobbies

3) Scoring Points - Book Recommendation

4) Applying Behavioral Science to Private Sector - Book Recommendation

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 beer culture, category dynamics, and customer loyalty have evolved in the decade following AB InBev’s acquisition of SABMiller — one of the most significant moments in the global beer industry.

Our guest is DeWet Bisschoff. He has spent more than two decades harnessing the power of business strategy, talented people, and disruptive technology. More recently, he has worked alongside AB InBev across markets and brands, with deep exposure to how loyalty, culture, and customer experience operate at global scale.

The conversation reflects on how loyalty in the beer category extends beyond products or transactions. It is shaped by heritage, local pride, shared rituals, and everyday moments of connection. As global scale and complexity increase, we explore what it takes to protect these emotional loyalty drivers while evolving operating models and customer engagement behind the scenes.

We also discuss how the beer category has changed over the past decade — from digital commerce and personalization to non-alcoholic innovation and more conscious consumption — and what these shifts mean for sustaining relevance and loyalty across generations and geographies.

This episode offers a thoughtful perspective on how global brands can evolve without losing the cultural foundations that loyalty is built on.

This episode is hosted by Nyeleti.

Show Notes:

1) DeWet Bisschoff

2) Lekker Lees

3) The Beer Monopoly

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 are delighted to interview Ben Stirling, an experienced commercial executive with a track record of scaling loyalty platforms, transforming sales organisation and delivering GTM strategies that drive acquisition and ARR growth. He has led commercial transformation at Expedia, Tenerity and Capillary, launched new solutions, expanded into international markets and delivered results across multiple sectors.

He is currently a fractional CRO at TenX Strategy and supports PE-backed and enterprise firms in building predictable revenue systems and exit-ready growth. His impact includes scaling Tenerity’s loyalty marketplace solution to acquisition in two years, providing loyalty solution to Santander, C&A, British Gas, TD Bank and Frontier, and growing commercial channels at Expedia that delivered $200M+ in new revenue.

In this episode, Ben shares his proven insights on how to sell loyalty internally, from aligning feature sets to user needs, to securing C-suite backing with ROI models, and ultimately winning board-level buy-in by linking loyalty to long-term enterprise value. We’ll also be learning about his favourite books and highlights and key learnings from the programmes he has worked on.

Hosted by Charlie Hills

Show Notes :

1) Ben Stirling

2) TenX Strategy

3) TenX Strategy - Budget Sign Off PDF

4) Hooked- Book Recommendation

5) The Road Less Stupid - Book Recommendation

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

This episode examines how PetSmart uses behavioral science, data, and shared passion to create a loyalty program that feels personal and purposeful. Our guest today is Emily Feldman, Senior Director of Loyalty and Membership Experience at PetSmart.

From rewarding engagement over transactions to moving beyond one-size-fits-all loyalty, the conversation highlights tiered rewards, emotional connection, and the role of associates as loyalty advocates—showing how PetSmart builds long-term relationships with pet parents across every touchpoint.

Hosted by Bridget Blaise-Shamai

Show Notes:

1)Emily Feldman

2) PetSmart

3) Treats Rewards

4) Freakonomics

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

On this episode of The Wiser Loyalty Podcast, our guest today is Lauri Hart, Loyalty Manager for Club Yogi Rewards. This conversation examines an unexplored area of the entertainment and travel industry – campgrounds and all that the great outdoors has to offer. Club Yogi Rewards is the long-standing loyalty program operated Camp Jellystone, a Franchisor of Yogi Bear Jellystone Park™ Camp-Resorts.

In this interview, we will explore what it takes to sustain success in customer loyalty over decades, not just quarters, and share lessons from an industry veteran that will surely benefit all who listen. If you want to be a survivor in customer loyalty, this is a must listen.

Hosted by Bill Hanifin, CLMP™

Show Notes:

1) Lauri Hart

2) Camp Jellystone

3) Club Yogi Rewards

4) Bible in a year by Fr. Mike Schmitz

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

En este episodio de Let’s Talk Loyalty en Español, conversé con Fabio Santoro, una autoridad en fidelización en Brasil con más de 25 años de trayectoria. Fabio, cofundador de Dotz y vicepresidente de la ABEMF, profundiza en las razones por las cuales Brasil se ha consolidado como un mercado altamente maduro y competitivo, destacando el papel de las coaliciones, la profesionalización del sector y el impacto de la inteligencia artificial en el engagement del cliente.

Hosted by Alex Saul

Show Notes:

1) Fabio Santoro

2) Dotz

3) ABEMF

4) El Poder del No Positivo – William Ury