Loyalty Wired

Has British Airways opened a Pandora’s box, or will the airline emerge largely unscathed from the status war they started?

Loyalty currency has become a massive parallel economy and big business for global brands. How can your company get in on the action? By exploiting the Currency Effect.

In our latest podcast, David Canty, Pavel Loss, and Iain Pringle dive into the strategies, challenges, and best practices for managing major program transformations. With expertise from JetBlue, IAG Airlines, Shell, IHG, and Starwood Hotels, this conversation is a must-listen for anyone navigating loyalty program evolution this year.

Is Costco the platonic ideal of a customer-centric business model? Join us as we explore the joys of the world's third-largest retailer.

In which we look at airline loyalty program devaluations from the airline's perspective and ask why airlines are historically such poor communicators.

2025 kicked off with a loyalty shake-up as British Airways made waves with a major move. In this episode our expert panel dive into the changes, dissecting their impact on the wider market. Joining the discussion are special guests Rob Burgess (Head for Points) and Ben Lipsey (Air France-KLM), bringing insider insights on the expected customer and market response.

The behind-the-scenes story of the recently shuttered Disney Movie Insiders program, told by the former Disney executives who launched it.

In which Iain and Rick unpack the British Airways brouhaha, the exodus of Gen Z shoppers from luxury brands, and the Clash of the Retail Titans.

Is getting healthy one of your New Year’s resolutions? In this episode, our expert panel explores how incorporating health and wellbeing features can help brands build deeper emotional connections with their customers. We’re joined by an incredible line up of guests - Ros Netto of Virgin Active, Kylie Howe of WithU and Anya Jones, formerly of AXA Health and now Head of CRM and Loyalty at Eurostar....

Seven global loyalty experts make their predictions for 2025. Featuring Stuart Melim, Joanne Ward, Pavel Los, Caroline Papadatos, Adam Posner, Rick Ferguson and Iain Pringle.

In this episode, we dive into the data on Black Friday sales and parse the implications. Plus, we unpack the Spirit Airlines bankruptcy and partner with the International Loyalty Awards.

Our panel of experts review their predictions for the loyalty industry in 2024 and we crown the Loyalty Podcast Prediction Person of the Year.

Is loyalty marketing now a legitimate career path? And if so, what are the skills required to succeed? Join our latest Loyalty Round Table. Plus: The Loyalty Launchpad.

In this episode, we look at the eventual demise of the physical payment cards and the implications for issuer loyalty. Plus, Email personalization and Loyalty Gripes.

In this podcast we explore how loyalty professionals can get started using AI at work. To helps us with this I am joined by David Rose of Papa Johns and Ed Child of Costa Coffee who have studied the subject and offer real practical advice for how we can all start using AI to make our lives easier and more productive.

A veritable grab bag of loyalty goodness with a look at fashion loyalty, TikTok Shop, and Virgin Atlantic’s move to dynamic reward pricing.

Airlines facing unprecedented pressure from shareholders, finance teams, disgruntled members, and the government have devalued their loyalty programs. If this trend happens, will the entire airline loyalty ecosystem collapse?

In response to the closure of several high profile loyalty programs and criticism from authors like Byron Sharp, we explore the case for loyalty backed with evidence. With special guests, Tom Hill, Jessie Stuart, Dicken Doe and Phil Gunter.

This week we devote our entire episode to one of the hottest topics in customer loyalty. In this featured segment, Rick Ferguson speaks to an all-star roster of experts to answer an existential question: If marketing personalization is so important, then why aren’t more companies better at it?

In this special segment, Rick Ferguson stands inside of Starbucks’ original Pike Place Market store in Seattle and asks: Can Starbucks leverage its loyalty program and its vaunted digital wizardry to recapture its corporate soul? Plus, we dive into research on Australian customer loyalty and chat with the VP of Marketing for Canada's Air Miles Reward Program.

In this podcast we examine the growth of TikTok Shop, with Mark Ross of Konsort Social, and ask if social enterprise platforms could allow loyalty programs to turn top customers into a meaningful sales channel.

A decade ago, the global loyalty landscape was ruled by big multi-merchant coalition program operators. Today, most of those operators are gone. Rick Ferguson convenes our Loyalty Roundtable to discuss the past, present, and future of coalition loyalty. Plus, we talk to a loyalty player in the legal cannabis market and explore the changes to the Qantas frequent-flyer program.

In the saturated world of hotel loyalty, how can you make an impact in best-customer relationships? Rick Ferguson chats with Sonesta Hotels' Kevin McCarthy about the opportunities and challenges of relaunching a loyalty program in a crowded marketplace. Also, Rick debuts the launch of the Empire State Building Ambassador program and Iain Pringle explores the explosive growth of retail media with S...

In this podcast we explore making the case for loyalty in the boardroom. How do you prove value and make a case for long-term investment. With special guests Amy Barnett of VP of Loyalty at Cracker Barrel and Jay Weinberg.

In this podcast we explore the explosive growth of the retail media industry which was worth over $128 billion in 2023. With special guests Steve Gray and Katie Streeter-Hurle of SMG we explore the conditions that led to this growth, what benefits it brings customers and brands and provide advice for those considering a retail media strategy.