Let's Talk Loyalty

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 NeubauerShow Notes:1) James Kavanagh2)Flight Centre Travel Group3) World360 Rewards4) 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.Show Notes:1) Jesper Østergaard 2)7-Eleven3) Reitan Convenience4) NACS International Convenience Retailer of the Year Award5)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 Wright2) My RYOBI 3) TLDR - Article Recommendation4) 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 reasonsThis 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 Boer2)Fidivo3)On Point Loyalty5) Loyalty Programs and the Currency Effect: A Comprehensive Guide to Realizing the Power of Points – By Evert de Boer & Xiao Yao Chin6) A Perfect Spy: A Novel - Book Recommendation 7) Connemara: A Novel - Book Recommendation8) 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.Show Notes:1) Siobhan Lynch2) Three Plus Ireland

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 Group3) Thinking Fast and Slow - Book Recommendation4) Atomic Habits - Book Recommendation5) The Hard Thing About Hard Things - Book Recommendation6) 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 Nichani2) 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 CromhoutShow Notes:1) Nokwanda Khumalo2) bp Southern Africa 3) bp rewards4) Braving the Wilderness