Loyalty Programs Are Changing – Here’s How
Most businesses think of loyalty as points, perks, and discounts—but real loyalty is much bigger.
Brands like Orangetheory Fitness don’t just have loyalty programs. They ARE loyalty brands. Their customers love them, yet some still leave.
So what’s the lesson?
Loyalty programs can’t just sit in the marketing team anymore. The entire company—from finance to operations—needs to see loyalty as a business strategy.
📌 What top brands do differently:
✅ Focus on building real connections, not just giving points
✅ Make loyalty part of the brand experience, not just a marketing tool
✅ Get leadership to see loyalty as a long-term investment
Paula Thomas here and I am thrilled to be back today interviewing the ACCOR Group – a brand that is joining us today for their fifth interview on the show. And in fact, ACCOR is the most frequent brand we’ve interviewed on our show, given the incredibly generous insights we’ve
Join Monica Sharma and Juber Shaikh from the Lalit Suri Hospitality Group, one of India’s leading luxury hotel brands. Discover how they’ve built a strong brand, the history of loyalty within the group, and how their loyalty programme is designed to truly reflect the luxury experience—creating a programme with a
Join us for a special live recording of Let's Talk Loyalty and Loyalty TV, captured on stage at the International Loyalty Leaders Summit! In this episode, our wonderful hosts Amanda Cromhout and Carly Neubauer reflect on 10 standout episodes from the past two years, sharing insights, highlights, and lessons learned
