Resources

Why reactive win-back campaigns are the wrong fight — and what predictive retention looks like in practice

AI platforms are changing how customers discover brands. Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you. Sign up for their live session at loyaltyinsiders.com. -------------------------------- In this episode, we speak with Brad Anderson, Vice President of Hilton Honors at Hilton about how one of the world’s largest hospitality loyalty programs is evolving to deliver more value, flexibility and recognition for its more than

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. --------------- In this conversation, Miranda Bliss, Head of Loyalty, CRM and Performance Manager explores how Miele’s loyalty strategy reflects the future of customer engagement—shifting from transactional programs to seamless, omnichannel experiences built on trust, simplicity, and long-ter

The total cost of ownership (TCO) of a loyalty program varies widely. Variables include the brand’s business category, geographical reach, size and scale of their partner networks, frequency of engagement with members, and the nature of technology used. Due to this variation, it’s not useful to attempt to give indicative figures for the TCO. Instead, the purpose of this article is to indicate the major components of the TCO, focusing especially on the areas where companies ca

This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. 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 rec

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 progr

Fintech companies are now embracing loyalty marketing en masse, launching unique propositions in product and service niches where they can be best in class, and pick off valuable customers from traditional banks. A ‘fintech’ is basically an early-stage company using advanced technology to offer financial products and services in innovative, accessible, and agile ways. These firms deliver solutions like digital payments, online banking, automated investing, and crowdfunding. P

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

You’d hope that the C-suite would be enthusiastic to fund growth in the loyalty program, because effective loyalty marketing represents huge upside potential, when the program aligns with company objectives and shared values with customers. In the case of the most popular programs, they also represent a major share of companies’ current enterprise value. Yet historically, winning backing from the C-suite for loyalty initiatives has been difficult. Loyalty best-practices are l

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Listen To This Episode Here In this episode, Charlie Hills is joined by Jakub and John from the Global and UK Shell Go+ Teams. Jakub serves as the Europe & North America Loyalty & CRM Lead at Shell, where he has been driving customer engagement and commercial value since 2021. Before joining Shell, he led the end-to-end design and launch of the Footlocker Members

For the past 10 years, Currency Alliance has published a loyalty trends article which reflects a bit on what has been working to drive customer engagement. We’ve also reflected on how market dynamics and technology will change the industry. But 2026 is the first year where we would argue the market itself is driving the biggest prevailing trend. While most businesses experiment with AI, consumers are demonstrably already using the technology to shop around for better value. T

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Listen To This Episode Here In this episode of Let's Talk Loyalty and Loyalty TV, we sit down with Aoun Raza and Emily Ong from Landmark Group’s Shukran program, one of the GCC’s most successful loyalty programs with over 14 million active members. They also discuss Shukran’s program revamp, its impact on engagement, and strategies for building lasting loyalty. H

The relevance of loyalty marketing to ‘ecommerce’ depends on what aspect of ecommerce you’re talking about. Are you a retailer? Do you sell ecommerce technology? Or are you from one of the many non-retail brands, associations or networks introducing ecommerce touchpoints to its various online and offline channels? Depending on your line of work, you may wish to skip to different sections of this article using these links:. reward programs for ecommerce retailers the technolog

Health, wellness, and fitness has become increasingly important across the world. As the demand for related products and services booms, the global wellness market is forecasted to reach a staggering $8.5 trillion USD by 2027. HEALTH, WELLNESS, AND FITNESS With 44% of consumers actively seeking products promoting a healthy lifestyle, it’s no surprise competition is becoming intense. Whether you’re an eCommerce, DTC, or multichannel retailer, your brand needs to become a beaco

This episode is available in audio format on our Let’s Talk Loyalty podcast, and in video format on www.Loyalty.TV. Listen To This Episode Here Join us with Dustyn Smith and Luke Cann, founders of HEMOdata, as they share how organizations can turn fragmented data into actionable insights. Learn about purposeful data collection, breaking silos, AI done right, and building loyalty programs that truly engage customers. Hosted by Lisa Brightwell Show Notes: 1) Dustyn Smith 2) Luk

CPG and FMCG brands have long used loyalty marketing to identify individual customers who purchase their products in retail stores that are not directly controlled by them. The earliest examples were vouchers or coupons that you could collect from cereal boxes etc. and send off for a prize. This can still be fun for kids, but most brands today are interested in more effective digital loyalty solutions which capture data from more customers, and quickly use that zero-party dat

Today's episode features a truly global loyalty perspective coming from Indonesia, which is in fact the 4th most populous country in the world! This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV. Listen To This Episode Here 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

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. This actually is not true. The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Offering your own points could be less desirable than other options at your disposal. Points and miles are a dominant and popular form of loyalty value. They’re a low-cost incentive compared to other forms of incentives such a

How C-Suite leaders are reshaping customer loyalty across major brands. You can listen to this conversation below, or it is available to watch on Loyalty TV. Listen To The Orangetheory Fitness Episode Here About The Orangetheory Fitness Episode The Wiser Loyalty podcast launches its 2025 C-Suite series featuring veteran loyalty strategist Dave Sims, whose executive leadership has transformed customer engagement at major brands including DSW Shoes, GNC Nutrition, LaQuinta Hote

Explore how United Airlines drives record growth with insights from its 110+ million MileagePlus members. You can listen to this conversations below, or it is available to watch on Loyalty TV. Listen To The United Airlines’ MileagePlus Episode Here About MileagePlus Episode United Airlines COO Reveals MileagePlus Success Strategies | (Archive Episode) Experience key insights from Luc Bondar, COO and President of MileagePlus at United Airlines – the world’s largest airline wit