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Let's Talk Loyalty: Daily Summaries Delivered
by Paula Thomas
“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: http://www.letstalkloyalty.com/
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- Today46 min
7-Eleven: Loyalty, AI & Redefining Convenience for the Next 100 Years (#793)
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, Nyeleti reconnects with Raghu Mahadevan, Executive Vice President, Chief Digital Officer and Chief Information Officer at 7-Eleven, five years after his first appearance on the show, to explore how one of the world's most iconic retailers is evolving its loyalty, digital, and AI strategy.The conversation explores the growth of 7Rewards, the integration of Speedy Rewards, and how personalization is expanding across fuel, in-store, and digital experiences to create more connected customer journeys.A key theme is that innovation is rarely a straight line. From mobile checkout and conversational AI to customer engagement and loyalty, Nyeleti and Raghu discuss why successful innovation depends on continuous testing, learning, and knowing when to pivot as customer expectations evolve.Looking ahead to 7-Eleven's centenary, they explore what the future of convenience looks like—and how loyalty, technology, and customer insight will shape the next 100 years.This episode offers a practical perspective on building loyalty at scale while continuously redefining convenience.Hosted by Nyeleti Sue-Angel Nkuna.Show Notes:1) Raghu Mahadevan2) 7-Eleven3) 7Rewards4) Proximity - Book recommendation5)#161: 7-Eleven Shares Secrets to Success & Driving Loyalty with 7REWARDS.
- 2 days ago45 min
Best of the Back Catalogue: How BP Built Global Loyalty Beyond Points (#792)
In this Best of the Back Catalogue episode of Let's Talk Loyalty, we revisit a conversation with BP, one of the world's largest fuel retailers.Olivier Martinet, who led BP's loyalty initiatives for more than 26+years, shares how the company tailors its digital platforms and loyalty strategies to different market needs while maintaining global standards. From moving beyond points to delivering mass-personalised experiences, this episode explores how BP drives meaningful customer loyalty at a global scale.Show Notes:1)Olivier Martinet - Former VP Global Retail Marketing, Insights & Loyalty2) BP3) #60: BP Discusses Driving Loyalty in Fuel & Convenience Globally
- 1 weeks ago41 min
The Loyalty Roast: Challenging Loyalty Myths (#791)
What happens when two loyalty experts stop agreeing and start challenging everything?Adam Posner and Carly Neubauer bring their bold, unscripted Loyalty Roast format to Let's Talk Loyalty & Loyalty TV , tackling the biggest debates shaping the industry today.From whether friction can actually strengthen experiences, to the truth behind emotional loyalty and the risks of disguising benefit cuts as improvements, this episode delivers honest opinions, fresh perspectives, and a provocative look at the future of loyalty in the age of AI.Hosted by Charlie Hills Show Notes:1) Adam Posner2) Carly Neubauer3) Unreasonable Hospitality - Book recommendation4) Behave - Book recommendation
- 1 weeks ago43 min
Best of the Back Catalogue: How Wiiv Rewards United Mauritius Through Loyalty (#790)
In this Best of the Back Catalogue episode of Let's Talk Loyalty, we revisit the story of Wiiv Rewards, Mauritius' pioneering coalition loyalty programme launched by IBL Group.Designed to unite leading brands across grocery, pharmacy, transport and leisure, Wiiv built a community-first loyalty ecosystem that quickly gained international recognition. In 2018, the programme won the Regional Loyalty Champion Award for the Middle East & Africa and was Highly Commended for Best New Loyalty Programme Launch at the Loyalty Magazine Awards.A timeless conversation exploring coalition loyalty, community engagement and the strategies behind one of Africa's most celebrated loyalty programme launches.Show Notes:1)Wiiv Rewards, Mauritius2)Delphine Lagesse3) Cécile Henry4)#57: Award-winning loyalty programme in Mauritius - Wiiv Rewards
- 2 weeks ago51 min
Beyond the Account Balance with PNC TotalRewards (#789)
Wise Marketer Group's CMO, Aaron Dauphinee, connects with PNC Bank's Head of Loyalty Strategy and Platforms, Victoria Dravneek, to talk about how PNC Bank is building genuine customer loyalty in a category where trust is the product - and what the launch of PNC TotalRewards tell us about the future of relationship banking.In April 2026, PNC Bank officially launched PNC TotalRewards — a new relationship-based loyalty program that gives clients a clear, structured way to see the value of their banking relationship and earn greater benefits as that relationship grows. With Silver, Gold, and Platinum tiers tied to relationship depth — and benefits spanning enhanced credit card rewards, elevated savings rates, cash rewards on lending, and priority servicing — PNC TotalRewards represents one of the most substantive loyalty moves a major U.S. bank has made in years.Show Notes:1) Victoria Dravneek2) PNC Bank3) PNC TotalRewards4) Ultimate Question by Fred Reichheld
- 2 weeks ago31 min
Best of the Back Catalogue | The Story of Vodafone's VeryMe Rewards #788
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 Best of the Back Catalogue episode, we revisit our conversation with Camilo Courtenay, Former Loyalty Product Manager for Vodafone UK's award-winning VeryMe Rewards programme.Launched in 2018, VeryMe Rewards has become a standout example of customer loyalty in the highly competitive telecommunications sector, delivering personalised experiences and driving nearly 30 million reward redemptions in just two years.Camilo shares how Vodafone uses partnerships, personalisation and customer feedback to create meaningful rewards that go beyond transactions. He also explores the brand's innovative gifting strategy, designed to build emotional loyalty by delighting customers and even extending value to their family and friends.This episode is packed with practical insights for loyalty professionals looking to strengthen retention, create emotional connections and design loyalty programmes that stand out in crowded markets.Show Notes:1) Camilo Courtenay2) Vodafone UK3) VeryMe Rewards 4) #55: Vodafone UK's Loyalty Programme - Very Me Rewards with Camilo Courtenay
- 3 weeks ago49 min
ITA Group Research Reveals Powerful Loyalty Drivers (#787)
Today’s edition of Let’s Talk Loyalty and Loyalty TV discusses ITA Group’s latest loyalty research “Quantifying Customer Loyalty’s Hidden Drivers”, featuring educational and actionable insights around the power and importance of emotional connection.Our guest is Chris Jones, Senior Vice-President for ITA Group.Based in the USA and 100% employee owned, ITA Group is a global engagement and loyalty consulting company that helps clients improve business performance through experiences, incentives, loyalty programs, research, and technology.Chris unpacks this research showing that emotionally connected customers visit 8x more often and spend about a third more than other customers, using real examples from leading brands like Casey's, North Face, and Chewy.The research also shows why frontline employees can make or break a program, and where AI genuinely adds value in personalization at scale.Hosted by Bridget Blaise-ShamaiThis episode is sponsored by ITA Group,Inc.Show Notes: 1)Chris Jones2) ITA Group Research: Quantifying customer loyalty’s hidden drivers3) ITA Group Research: Transforming Customer Loyalty Programs4) For more information about ITA Group’s Customer Loyalty Solutions: https://www.itagroup.com/what-we-do/customer-loyalty5)Book recommendation: How Great Ideas Happen: The Hidden Steps Behind Breakthrough Success:
- 3 weeks ago39 min
Best of the Back Catalogue | How Shell Built Global Loyalty Success (#786)
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.--------------------------------This week, we're revisiting a standout episode from the Let's Talk Loyalty's back catalogue, first released in 2020. Pavel Los, Former Global Loyalty Manager at Shell, shares how one of the world's largest brands built award-winning loyalty programmes across multiple markets—covering customer value, partnerships, meaningful measurement and sustainability.Six years on, these insights remain just as relevant for anyone designing loyalty strategies today.Show Notes:1) Pavel Los2) Shell Go+3) Shell Clubsmart4) #53: Driving Loyalty in Shell worldwide - Pavel Los shares insights on his award-winning loyalty programmes
About Let's Talk 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: http://www.letstalkloyalty.com/
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