This episode is sponsored by Points, a Plusgrade company.

Read more about their Exchange solution as a growth channel for loyalty programs here.

This Best of the Back Catalogue episode revisits the story of an award-winning UK loyalty programme from British Gas, created to drive real customer appreciation in a highly regulated and competitive market.

Featuring insights from Charlie Hills from Mando and Cathryn (Lewis) Lodwidge, Former Head of Customer Marketing at British Gas we explore how British Gas Rewards moved away from complexity to deliver simplicity, exclusivity, and measurable impact—successfully reducing churn and increasing NPS across millions of customers.

A powerful reminder that with the right vision, data, and leadership support, loyalty programmes can be built at speed and scale while delivering meaningful customer value.

Show Notes:

1) Cathryn (Lewis) Lodwidge

2)British Gas Rewards

3)British Gas

4) #16: British Gas Rewards - Award Winning Loyalty Programme

In this special episode of Let’s Talk Loyalty & Loyalty TV, we introduce The World’s Largest Loyalty Programs™, a first-of-its-kind global report exploring the scale, reach, and influence of the biggest loyalty initiatives in the world.

Created through a year of expert collaboration, authors Paula Thomas, Laurent Guinand, and Rich Long reveal the brands building extraordinary customer communities with memberships reaching into the hundreds of millions.

In this episode, you’ll:

• Discover which are the largest loyalty programs on the planet
• Discover the ONLY program in the world which boasts over half a BILLION members
• Find out the 10 programs with over 200 million members each
• Plus uncover an amazing list of brands with over 100 million members each

If you’re passionate about loyalty like we are, this is an episode you won’t want to miss.

DOWNLOAD this landmark industry publication—bringing together deep industry experience and a shared passion for loyalty at scale.

This episode is sponsored by Capillary Technologies and hosted by Megan (Sherrell) Fiorendino.

Show Notes:

1) The World's Largest Loyalty Programs™

3) Paula Thomas

4) Laurent Guinand

5) Rich Long

This episode is sponsored by Points, a Plusgrade company.

Read more about their Exchange solution as a growth channel for loyalty programs here.

We’re revisiting one of our standout conversations from the archives in this Best of the Back Catalogue episode. Originally released in November 2019, this discussion features insights from KPMG, one of the world’s leading professional services firms and part of the “Big Four,” with operations in over 150 countries.

In this episode, we explore KPMG’s advisory work in customer experience and loyalty, along with key findings from its global research report, “The Truth about Customer Loyalty”. The report uncovers what truly drives consumers to return to brands, challenging conventional thinking around loyalty and engagement.

We also revisit an in-depth interview with Selim Tanfous, Associate Director at KPMG Lower Gulf, who breaks down the findings of the report and shares expert perspectives on how businesses can build stronger, more lasting customer relationships.

A timeless conversation that remains highly relevant for anyone interested in customer experience, loyalty, and brand strategy.

Show Notes:

1) Selim Tanfous

2)The Truth About Customer Loyalty - 2019 edition

3)Customer Experience Report 2019 edition.

4)Me, My Life, My Wallet (2018 KPMG Loyalty Research Report)

Other Loyalty Resources:

5)Loyalty 360 - The Association for Customer Loyalty

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 recent program transformations, including Classic Plus for better flight availability, recognition beyond the air, and initiatives that make the program simpler, more rewarding, and relevant for members. He also explains how technology, AI, and strategic partnerships with banks, retailers, and travel partners are reshaping the loyalty experience.

Learn about the program’s new discoverability tool, which already saw over a million searches in its first 24 hours, making it easier for members to find flights across multiple dates, regions, and cabins. This episode is packed with insights for loyalty professionals, marketers, and frequent flyers who want to understand how to create a profitable, member-focused loyalty program that keeps evolving.

Hosted by Paula Thomas and Carly Neubauer.

Show Notes:

1)Andrew Glance

2) Qantas

3) Qantas Frequent Flyer

4) The Subtle Art of Not Giving a F*ck - Book Recommendation

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 standout episode from our archives, we revisit the award-winning British Airways Executive Club—now known as The British Airways Club—a loyalty programme designed to engage and reward frequent flyers worldwide.

Niall Rooney, Former Loyalty Manager at British Airways, shares valuable insights into the evolving world of loyalty marketing, revealing how customer preferences and performance data shape the airline’s strategy.

From increasing reward seat availability to recognising high-value customers, this episode explores how British Airways continues to differentiate itself in a highly competitive travel landscape.

Show Notes:

1) Niall Rooney,

2) The British Airways Club

3)British Airways

This episode is sponsored by Points, a Plusgrade company.

Read more about their Exchange solution as a growth channel for loyalty programs here.

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 a brand built on surprise, discovery, and in-store experience approaches loyalty and growth at global scale.

Our guest is Mathilde Yung Bruyant, Marketing Director of Flying Tiger Copenhagen. She shares how the brand is translating its distinctive DNA — playful, accessible, and locally relevant — into a modern membership and customer engagement strategy across more than 30 markets.

The conversation centres on a key tension: Flying Tiger’s success is rooted in physical discovery and impulse, yet its loyalty ambitions require structure, data, and continuity. We explore how the Flying Tiger Club is being designed to enhance that experience, not dilute it.

A core theme is the decision to launch before everything is fully defined — using speed, testing, and real customer behaviour to shape the program over time, from onboarding and engagement to long-term value.

We also discuss how digital and in-store experiences reinforce each other, and how global consistency is balanced with local relevance.

This episode offers a perspective on how experience-led brands can build loyalty in motion while staying true to what makes them distinctive.

This episode is hosted by Nyeleti.

Show Notes:

1) Mathilde Yung Bruyant

2) Flying Tiger Copenhagen

3) How Brands Grow - Book Recommendation

This episode is sponsored by Points, a Plusgrade company.

Read more about their Exchange solution as a growth channel for loyalty programs here.

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 sponsored by Points, a Plusgrade company.

Read more about their Exchange solution as a growth channel for loyalty programs here.

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 Neubauer

Show Notes:

1) James Kavanagh

2)Flight Centre Travel Group

3) World360 Rewards

4) Legacy by James Kerr - Book Recommendation