Category: Capillary Open

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…

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…

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…

This episode is also available in audio format on our Let’s Talk Loyalty podcast. Today’s episode features a truly global loyalty perspective coming from Indonesia, which is in fact the 4th most populous country in the world! Our featured brand is one of the largest retail conglomerates in Indonesia with nearly 200 stores and a…

Arvind Fashions Ltd is a USD 500 m turnover fashion business, which has been in existence for over 30 years. Its loyalty base boasts over 10 million customers across its five different loyalty programmes. Tanya Alexander is AVP loyalty and Operations at Arvind Fashions Ltd and shares her challenges of operating five+ loyalty programmes, using…

This episode is also available in audio format on our Let’s Talk Loyalty podcast. Today we’re bringing you an incredibly exciting episode with NASCAR which is otherwise known as The National Association for Stock Car Auto Racing. NASCAR is the sanctioning body for the number one form of motor sports in the United States. Based…