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

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 storytelling drives trust, credibility, and long-term loyalty in B2B, within the highly complex world of shipping and logistics.

Our guest is Samantha Almon Adeluwoye, Global Head of Content, Social Media, & Storytelling at A.P. Moller – Maersk.

Samantha shares how storytelling at Maersk is grounded in the company’s values and its responsibility as a trusted custodian of customers’ goods. Rather than being separate from operations, human stories are used to strengthen confidence in Maersk’s reliability, care, and expertise — helping customers connect emotionally while trusting operational excellence.

The conversation also explores how social media functions as a strategic relationship engine in B2B, enabling connection across complex decision-making ecosystems while reinforcing trust over time. Samantha offers insight into how consistent, values-led storytelling supports retention, referral, and long-term partnerships in an industry where credibility is everything.

With a strong track record of delivering engaging, purposeful content at global scale, Samantha provides a thoughtful perspective on how human storytelling and operational capability work together to build loyalty.

This episode is hosted by Nyeleti Sue-Angel Nkuna.

Show Notes:

1) AP Moller - Maesrk

2) Samantha Almon Adeluwoye

3) Thinking Fast & Slow - Book recommendation

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

We are breaking new ground today as we explore the retail Cannabis industry, one that is often discussed, but not very well understood.

Marketing to customers in a regulated industry has complexities and my guest today is one of the most accomplished persons leading marketing innovation in the Cannabis industry. Courtney Zalewski is Chief Brand and Marketing Officer at Embarc, a modern, community-focused cannabis retailer in California with locations across the state.

Courtney pioneered the launch of the Embarc Passport Club two years ago and we talk about the intersection of regulations in Cannabis retail with the most stringent consumer protection laws in the US (the CCPA), where the challenge of creating customer loyalty in the Cannabis industry might be the biggest in all of retail.

Hosted by Bill Hanifin, CLMP™

Show Notes :

1)Courtney Zalewski

2) Embarc

3) Embarc Passport Club

5) Unresonable Hospitality - Book Recommendation

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

In this In this episode we are delighted to interview Polly Jones, Group Head of Digital & Loyalty at ODEON Cinemas Group.

Polly is a digital and loyalty leader with a track record of delivering successful programmes for brands including ODEON Cinemas Group, E.ON, O2, Virgin Media, Rolls Royce Motor Cars, Costa and Dishoom. Today we will be learning about her favourite books, highlights and key learnings from the programmes she has worked on and all what loyalty looks like now and in the future for ODEON.

Hosted by Charlie Hills

Show Notes:

1) Polly Jones

2) ODEON Cinemas Group.

3) The Places We'll Go - Marketing Show - Podcast Recommendation

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

Brandon de Kock is Director of Storytelling for WhyFive Insights, South Africa. At the South African Loyalty Awards 2025, he was recognised at the most influential personality in the industry, with his late-business partner, Stuart Lowe.

They produce a comprehensive view of the South African consumer class which represents 85% of consumer spend, called the BrandMapp study. He

Deeply understands the power of research to help brands understand ‘why' consumers behave in certain ways which adds more insightful direction to the transactional data insight which typically reveals the ‘what’ about consumer spending. This episode is a must watch 45 minutes to understand consumer behaviour in loyalty programmes.

Hosted by Amanda Cromhout

Show Notes:

1) Brandon de Kock

2) WhyFive Insights

3) Book recommendation: The Far Side - Gallery 5

Today we are re-publishing back one of our most popular episodes as our planned episode has been delayed for technical reasons and now also available to watch on www.Loyalty.TV and listen on Let's Talk Loyalty

Bakers Delight won their award for Best Loyalty Program Launch at the 2023/2024 Awards, so we are delighted to share this story with you today.

Our guest is Lucila Braga, who was previously the Head of Digital Customer Experience for Bakers Delight, with overall responsibility for their “Dough Getters” program.

As a brand, quite simply, Baker’s Delight sells freshly baked bread and they’ve been doing so around the country since 1980.

Their loyalty programme is also super simple as you’ll hear in today’s conversation.

Listen to hear the power of simplicity as a winning formula for both customers and program operators.

Hosted by Paula Thomas

Show notes:

1) Lucila Braga

2) Bakers Delight

3) Dough Getters