Category: Capillary Locked

The most decorated loyalty brand in global awards is Myer One. Rob Pope, GM Customer at Myer talks us through the turnaround. Myer has been through since 2019 and how loyalty is now the ‘beating heart’ and ‘engine room’ of Australia’s 2nd largest apparel retailer. There is no question that data is at the heart…

In this heartfelt episode, we welcome Jacqui Solly, Loyalty Manager at Australian Red Cross Lifeblood, to explore a truly unique loyalty program that goes beyond points and rewards. Jackie shares how simple acts of giving blood translate into hundreds of thousands of lives saved, alongside personal stories that reveal the deep emotional impact behind every…

Join us as Heather Garboden, Chief Customer Officer at American Airlines, reveals how the airline is reshaping customer loyalty beyond traditional rewards programs. From enhancing digital tools to elevating premium experiences, Heather shares how data-driven insights and cross-team collaboration are driving initiatives that make travel easier, more personalized, and truly seamless across the OneWorld alliance.…

In this episode Bill Hanifin, CEO Wise Marketer Group, speaks with recognized industry figure Deepak Pradhan, Head of Loyalty Program & CRM at ADNOC Distribution. This conversation will share a vision for the future of convenience and fuel retailing and will surely create “store envy” among many retailers. The state of the art at ADNOC…

In this episode of the Wiser Loyalty podcast series, Aaron Dauphinee, the CMO of Wise Marketer Group, talks with the VP of Marketing at Cadillac Fairview, Craig Flannagan. Craig is one a senior marketing executive that has successfully stitched his customer and community marketing savvy across IBM and Microsoft into curating customer experiences at Canada’s…

In this episode Bill speaks with CLMP™ and recognized industry figure, Steve McClelland, Vice President of Loyalty, WestJet. Steve is guiding the operation of WestJet Rewards, which recently announced significant upgrades to its frequency flyer program. His insights in this conversation will shed light on strategies and tactics to fuel growth in the travel sector,…

This interview with Neetan Chopra from IndiGo is highly insightful from learning about a relatively young airline, a very young loyalty programme and a global market place not to be ignored. IndiGo operates out of India, which is the world’s 5th biggest economy. The airline carried over 100m passengers in 2024 and has growth plans…

This episode is also available in audio format on our Let’s Talk Loyalty podcast. Today’s topic is super fun and something we’ve never done before on the show. We discovered some research that one of our loyal listeners compiled which listed the membership figures of some of the world’s largest loyalty programs. That listener and…

Kate O’ Brien has been the General Manager of Loyalty at Air New Zealand for the past five years. Kate leads and holds responsibility for the Loyalty business including strategy development and execution, partner relationships and negotiations, airline loyalty tiers and benefits, data and analytics and P&L ownership. Hosted by Carly Neubauer

Customer advocacy and emotional loyalty are driven by value-based alignment rather than product, service and price points. Explore a new take on customer loyalty from the latest whitepaper from Yuping Liu-Thompkins, Professor of Marketing at Old Dominion University and Director of Loyalty Science Lab. Her latest whitepaper: The Politics of Brand Loyalty unpacks US consumer…