In the latest Wiser Loyalty podcast, Aaron Dauphinee of the Wise Marketer Group, speaks with industry loyalty operations expert, Nadine Rubin. Nadine shares her thoughts on the characteristics and skills needed to be successful in loyalty operations after a 25+ year career in the industry.

She also shares her vast experience, in particular while launching the Shoppers Drug Mart Optimum program in Canada as an alternative to coalition loyalty models that were dominating the market. Nadine does a compare and contrast of then versus now in loyalty and outlines some successes and wins: ensuring the immediacy of rewarding members, establishing program ambassadorship, testing with employees, etc.

Nadine closes by providing some thoughts and advice to a younger version of herself working in the 'loyalty industry'. This conversation is chalked full of insights and learning from someone that specializes in the unique area of Loyalty Operations.

Show Notes:

1) Nadine Rubin

2) Aaron Dauphinee

3) Wise Marketer Group

4) Drug Mart Optimum

5) The Invitation by Oriah (Book)

Today's episode of Let's Talk Loyalty & Loyalty TV is in Spanish.

Descubre las estrategias de lealtad que están marcando la pauta en el sector viajes online en nuestro nuevo episodio de Let's Talk Loyalty/

Recibimos a Alex Sánchez, líder del programa Pasaporte de Despegar y con una valiosa trayectoria en Club Premier. Alex nos comparte cómo Despegar fideliza a sus usuarios a través de beneficiostangibles como la acumulación de puntos y su innovadora tarjeta Invex.

En esta conversación, exploraremos cómo se pueden crear tiers de forma estructurada y alineada a los objetivos, además de la clave para combinar transacciones y experiencias en un programa de lealtad exitoso. ¡No te pierdas los insights de un experto! Escúchalo ahora.

Hosted by Alex Saul.

Show Notes:-

1)Alex Sánchez

2) Despegar

3)From Eternity to Here: The Quest for the Ultimate Theory of Time (Book)

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

I’m delighted to be today meeting with another Fortune 500 brand as we meet with Bank of America, one the world's largest banks.

According to its latest annual report, Bank of America now serves approximately 69 million consumer and small business clients, and surpassed $100 billion in revenue in 2024, with net income in excess of $27 BILLION.

As part of the bank’s celebrations for the ten year anniversary of its Preferred Rewards program, I am joined today by Shikha Narula, the Managing Director, Head of Consumer & Small Business Product Strategy, Transformation and Rewards at Bank of America.

Shikha shares some of their key achievements including a membership base of over 11 million members, a 99% retention rate, and some of their flagship partnerships such as their coffee / cash-back program with Starbucks in the US market.

Shikha also shares how their award-winning Preferred Rewards program really differs from other programs in the financial services industry.

Please enjoy our conversation.

Show Notes:

1) Shikha Narula

2) Bank of America

3) Bank of America Preferred Rewards® program

4) Coffee, meet Cash Back - Bank of America Promotion | Starbucks Rewards

5) Smart Brevity: The Power of Saying More with Less (Book)

Today I'm chatting with Don Smith - well known to many of you for his role as the Chief Consulting Officer of Brierley which is now a Capillary Services Company.

Don shares his expertise around optimising some of the common KPI’s for loyalty professionals, the importance of the “mental mantle” of loyalty, as well as some of the big nuggets he learned from the recent Capillary Captivate Conference in Mumbai.

As one of the loyalty industry’s most respected brands, I’m thrilled to bring you some of Brierley’s unique frameworks and perspectives that can help us all build better programs.

Please enjoy our conversation.

This episode is sponsored by Capillary Technologies.

Show notes:

1) Don Smith

2) Brierley

3) Capillary Captivate Conference

4) An Economic Theory of Democracy (Book)

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

This episode celebrates Comarch which has become our new title sponsor for Loyalty TV, and we are thrilled to announce this as our biggest partnership so far of 2025.

Sponsoring Loyalty TV is how Comarch is showcasing its ambition to be recognised worldwide as the go-to partner for loyalty professionals.

In today’s episode, Paula Thomas is joined in studio by Marlena Polrola and Joanna Witsch, both based here in Dubai with Comarch’s Middle East team.

Marlena and Joanna will share why you should be following, learning from and talking to Comarch throughout your loyalty journey, including some real examples of the scale and success of their loyalty projects worldwide over more than 30 years so far.

Episode sponsored by Comarch.

Show Notes :

1) Marlena Polrola

2) Joanna Witsch

3) Comarch

4) The Five Types of Wealth by Sahil Bloom (Book)

5) Loyalty Program and the Currency Effect : A Comprehensive Guide to Realizing the Power of Points (Book)

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

I’m thrilled to be announcing a new member of the Let's Talk Loyalty family as we continue to grow our network of guest hosts around the world.

Today’s announcement is incredibly exciting as we’re being joined by someone who has led one of the biggest airline loyalty programs in the United States.

Bridget Blaise-Shamai is most notably a former President of the American Airlines Advantage Program, the award winning travel rewards program of American Airlines, which of course includes leadership responsibility for the entire proposition and partnerships portfolio, where she led a team of over 700 professionals to deliver that world-class program.

Bridget has also worked at V. Group, a leading global shipping services firm, as well as serving as an advisory board member to several loyalty and payments start-ups.

She is also a guest speaker at Universities on how to affect consumer preference, loyalty/digital marketing and data analytics.

Today Bridget is bringing more than 25 years expertise in loyalty and leadership roles to Let’s Talk Loyalty and Loyalty TV, where she will be hosting monthly episodes featuring guests from various lifestyle programs and industries across the United States.

Please enjoy our conversation.

Show Notes:

1) Bridget Blaise-Shamai

2) The Pillars of The Earth -Ken Follett (Book)

3) Give and Take: Why Helping Others Drive Our Success (Book)

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

For a masterclass in gamification, you can enjoy Yu-Kai Chou’s down to earth interview with Amanda Cromhout about gamification and his Octalysis Framework. He is the Founding Partner of The Octalysis Group and the creator of The Octalysis Framework which has been translated into 16 different languages, serving not only the commercial work but also academia.

This interview highlights the impact gamification can have on customer engagement and the commercial results it drives in loyalty programmes. Yu-Kai Chou leaves us with three case studies of Porsche, Latam Airlines and La Quinta hotel group, all of which boast positive results worth taking note of.

Show Notes

1) Yu-Kai Chou

2)Amanda Cromhout

3)The Octalysis Group

4) Actionable Gamification by Yu-Kai Chou (Book)

5) 10,000 Hours of Play by Yu-Kai Chou (Book)

6) Thinking Fast and Slow by Daniel Kahneman (Book)

This episode of Let's Talk Loyalty & Loyalty TV is in Spanish.

¿Te has preguntado cómo las grandes marcas de retail están revolucionando su estrategia de marketing y monetización?

En este episodio de Let's Talk Loyalty en español, exploramos el fascinante mundo del Retail Media de la mano de un experto de primer nivel: Juan Restrepo, líder de la estrategia de Retail Media para OXXO.

Con una trayectoria que incluye roles clave en Google y Falabella, Juan nos desvela la estrecha y poderosa relación entre el Retail Media y los programas de lealtad.

Descubre cómo la data de lealtad impulsa campañas efectivas, las claves para monetizar tu programa y las últimas tendencias que están transformando el panorama. ¡No te pierdas esta conversación llena de insights estratégicos!

Hosted by Alex Saul

Show Notes

1) Juan Restrepo

2) OXXO

3) Died with Zero - Bill Perkins