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Let's Talk Loyalty

Paula Thomas
Loyalty Programs
Loyalty Marketing
Customer Experience
Customer Engagement
Customer Loyalty
Gamification
Artificial Intelligence
Customer Retention
Personalization
Digital Transformation
Consumer Behavior
Brand Loyalty
Capillary Technologies
Data Analytics
South Africa
Community Engagement
Sustainability
Loyalty Currency
Digital Marketing
Emotional Loyalty

“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals. If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world. Check out our website on: www.letstalkloyalty.com/

PublishesTwice weeklyEpisodes779Founded7 years ago
Number of ListenersCategories
BusinessMarketing

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Latest Episodes

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.

Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.

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As loyalty programmes continue to evolve, so... more

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.

Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.

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In this episode we are delighted to intervie... more

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.

Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.

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In this Best of Our Back Catalogue episode, ... more

The World’s Largest Loyalty Programs™ research report from Let’s Talk Loyalty is now available.

Download it by subscribing to our newsletter on the World’s Largest Loyalty Programs™ now.

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Today's episode is with Shikha Narula - Mana... more

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Recent Guests

Rory Sutherland
President Emeritus, Ogilvy Consulting; Senior Partner, Lead of Behavioural Science
Ogilvy Consulting
Episode: Rory Sutherland & Dan Bennett on Behavioural Science, Loyalty & How People Really Decide (#777)
Dan Bennett
Senior Partner, Lead of Behavioural Science
Ogilvy Consulting
Episode: Rory Sutherland & Dan Bennett on Behavioural Science, Loyalty & How People Really Decide (#777)
Kristen Gall
President of Rakuten Rewards (USA and Canada)
Rakuten Rewards
Episode: Best of the Back Catalogue | Rakuten Rewards — Affiliate Marketing, Cashback & Global Partnerships (#776)
Shikha Narula
Managing Director, Head of Consumer Deposit Products Transformation, or Rewards at Bank of America
Bank of America
Episode: Inside BofA Rewards: Bank of America’s New Vision for Customer Loyalty (#775)
Reba Hatcher
Chief Commercial Officer at ButcherBox
ButcherBox
Episode: How ButcherBox Built an Award-Winning Loyalty Program (#773)
Antonio Ricciardi
Senior Vice President Consumer Intelligence and Engagement
E&
Episode: How e& Turned Smiles into a Digital Lifestyle Ecosystem (#772)
Brad Anderson
Vice President of Hilton Honors
Hilton Honors
Episode: Hilton Honors Strategy: Loyalty, Growth,& the Guest Experience at a Global Scale (#771)
Phil Hawkins
Loyalty veteran from Australia, head of loyalty operations at Flybuys
Flybuys
Episode: Best of the Back Catalogue | 5 Loyalty Lessons from Flybuys Australia (#768)
Dr. Nejib Ben Khedher
Divisional Senior Vice President, Emirates Skywards
Emirates Skywards (Emirates & Fly Dubai loyalty program)
Episode: Best of the Back Catalogue | Skywards: Emirates & Flydubai Loyalty – Dr Nejib Ben Khedher (#766)

Host

Paula Thomas
Founder/CEO of Let's Talk Loyalty; lead researcher and co-author for top loyalty programs report; subject-matter expert on loyalty programs

Reviews

4.7 out of 5 stars from 97 ratings
  • Great Content

    As a lover of loyalty programs this podcast gives me ideas and keeps me informed from industry leaders. A great listen each week.

    Apple Podcasts
    5
    Loyalty lover
    Australiaa year ago
  • Yea, yea, yea…

    Listening to one episode of the show as the interview came recommended in the industry circles I’m in and after 10 minutes, I’m done… The guest is great and the topic is fascinating, but the constant “yea… yea… mhmm… yea” from the host (while the guest is speaking) is beyond annoying. Maybe it’s a marketing thing?

    Apple Podcasts
    1
    NotSupposedTo
    United States2 years ago
  • Global Loyalty Experts Teaching Is All

    So thankful for all of the learnings, entertainment, and knowledge sharing with this channel. Paula does an amazing job of pulling together those with a passion for loyalty, asking the right questions, and spreading knowledge around the globe!!

    Apple Podcasts
    5
    Beth Lever
    United States3 years ago
  • Fantastic podcast

    As a CSO of a loyalty, partnerships and rewards agency working across numerous programmes, sectors and markets I have found this podcast series an essential listen - for insight, case studies and industry best practice. I value it so highly that I am now actually a Guest Host for the series, specialising in European loyalty insights. Well done Paula! It's a complete triumph and an essential listen for loyalty marketers everywhere. Thank-you for such a great resource.

    Apple Podcasts
    5
    CharlieHills1
    United Kingdom3 years ago
  • Excellent podcast

    One of the best podcasts out there about loyalty, customer, experience, and related concepts!

    Apple Podcasts
    5
    danielmc999
    United States3 years ago

Listeners Say

Key themes from listener reviews, highlighting what works and what could be improved about the show.

Guests and hosts are repeatedly described as industry leaders delivering valuable, real-world guidance.
Fans highlight the high-quality guest lineup and actionable case studies.
Some listeners critique the host's speaking cadence during interviews.
Listeners praise the global perspective and practical loyalty insights.

Chart Rankings

How this podcast ranks in the Apple Podcasts, Spotify and YouTube charts.

Talking Points

Recent interactions between the hosts and their guests.

Best of the Back Catalogue | Rakuten Rewards — Affiliate Marketing, Cashback & Global Partnerships (#776)
Q: What notable partnerships and sponsorships define Rakuten's global strategy?
Key partnerships include American Express (cash back converted to Membership Rewards), FC Barcelona, and NBA sponsorship with the Golden State Warriors, as well as Live Nation, which collectively expand Rakuten's reach and demonstrate its global brand power across sports and entertainment.
Best of the Back Catalogue | AAdvantage: Loyalty Lessons That Still Matter Today (#774)
Q: What resources would you recommend loyalty managers read for inspiration?
Engage with strong business publications like The Wall Street Journal, The Economist, and Bloomberg, and also draw ideas from on human behavior thinkers such as Simon Sinek and Dan Ariely to apply insights to loyalty programs.
Best of the Back Catalogue | AAdvantage: Loyalty Lessons That Still Matter Today (#774)
Q: How large is the team supporting the AAdvantage program?
There are over 700 professionals across the organization dedicated to the program, including a best-in-class contact center, data insights, analytics, marketing, IT, reservations, and sales.
Best of the Back Catalogue | AAdvantage: Loyalty Lessons That Still Matter Today (#774)
Q: Tell me what is your favorite loyalty statistic?
I look at enrollments, the speed of engagement, and the breadth and depth of engagement, because those together show how well the program is performing and how quickly we can move customers from awareness to active participation.
How e& Turned Smiles into a Digital Lifestyle Ecosystem (#772)
Q: How is personalization shaping the program's future, and how do you balance simplicity with breadth of offerings?
Personalization is being increased step by step, with a goal to move from 20-25% to near 100% personalization. Techniques include progressive profiling, surveys, and persona-building, while simplifying the user experience through bundled offerings like Smiles Unlimited to avoid overwhelming the customer.

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Frequently Asked Questions About Let's Talk Loyalty

What is Let's Talk Loyalty about and what kind of topics does it cover?

The show centers on loyalty marketing and the broader ecosystem of customer engagement, featuring in-depth conversations with practitioners and leaders from airlines, retailers, hospitality, utilities, and tech platforms. Episodes explore how loyalty programs evolve—from coalition structures and data-driven personalization to ecosystem partnerships and omnichannel experiences—often tying strategy to business outcomes like retention, share of wallet, and brand differentiation. A standout pattern is the global, cross-sector perspective, with guests detailing practical implementations, governance, partnerships, and the impact of loyalty on growth. The format tends to blend strategic vision with hands-on lessons, making it useful for practition... more

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Which podcasts are similar to Let's Talk Loyalty?

These podcasts share a similar audience with Let's Talk Loyalty:

1. Inside the Strategy Room
2. The Artificial Intelligence Show
3. Masters of Scale
4. The Diary Of A CEO with Steven Bartlett
5. Business Breakdowns

How many episodes of Let's Talk Loyalty are there?

Let's Talk Loyalty launched 7 years ago and published 779 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.

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What guests have appeared on Let's Talk Loyalty?

Recent guests on Let's Talk Loyalty include:

1. Rory Sutherland
2. Dan Bennett
3. Kristen Gall
4. Shikha Narula
5. Reba Hatcher
6. Antonio Ricciardi
7. Brad Anderson
8. Phil Hawkins

To view more recent guests and their details, simply upgrade your Rephonic account. You'll also get access to a typical guest profile to help you decide if the show is worth pitching.

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