Carly Neubauer, Managing Director of Elevate Loyalty and OneTap Group, introduces two leading strategists from Mando Connect—Charlie Hills and James Davies. Together, they bring a wealth of experience in loyalty strategy and analytics, shedding light on their collaborative work in the loyalty space.

Charlie Hills is the Chief Strategy Officer and Co-Founder of Mando-Connect, WPP’s specialist agency for partnerships, loyalty, promotions, and rewards. As a passionate advocate for loyalty, she co-hosts Let’s Talk Loyalty, authors multiple white papers on loyalty and promotions, and serves as an Editor at Large for the Wise Marketer.

James Davies, Senior Strategist and Analyst, specializes in loyalty and reward analytics, partnerships strategy, and consumer insight. With his expertise, he works alongside Charlie to produce cutting-edge research, including the third edition of the “Understanding Loyalty in Europe” white paper. This white paper explores membership, appeal, and impact across 24 European markets, marking a leading study in the field of loyalty.

Show notes:

1) Charlie Hills

2) James Davies

3) Mando-Connect

4) YouGov

5) Understanding Loyalty in Europe 3.0 - Whitepaper

6) Knowledge is Beautiful - Book

7) Zero to One Notes on Start Ups, or How to Build the Future by Peter Thiel - Book

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This episode is sponsored by Phaedon.

Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

Martina Lipp, a true expert in the loyalty space with a career spanning some of the most iconic brands. Martina’s impressive track record includes leading loyalty programs for Disney, Dollar Shave Club, Nespresso, and T-Mobile.

Most notably, Martina is recognized for her groundbreaking work in revamping Disney's international loyalty program, where she spearheaded a strategy that brought together a seamless omni-channel experience. Her efforts in customizing loyalty for fans of Disney, Pixar, Star Wars, and Marvel have set new standards in the industry.

Join us as Martina shares her insights on loyalty design, the power of fan engagement, and how to create lasting connections with customers across multiple touchpoints.

Hosted by Carly Neubauer

Show notes:

1) Martina Lipp

2) Dare to Lead: Brave Work. Tough Conversations. Whole Hearts. (Book)

3) Marketing to Mindstates: The Practical Guide to Applying Behavior Design to Research and Marketing (Book)

4) The Culture Map (Book)

In this episode Bill speaks with CLMP™ and recognized industry figure, Steve Allmen, EVP, Strategy and Partnerships, Canadian Automobile Association. Steve is guiding marketing efforts for this large membership organization.

His insights in this conversation will shed light on strategies and tactics to grow loyalty and engagement across large member groups and change the way you think about Membership Loyalty.

Hosted by Bill Hanifin.

Show notes:

1) Steve Allmen

2) Canadian Automobile Association

3) Bill Hanifin

4) The Wise Marketer

5) Life: Keith Richards (Book)

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This episode is sponsored by Phaedon.

Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

In this episode Charlie Hills interviews Amanda Cromhout, the CEO and Founder of Truth. Based in South Africa, Truth is a boutique consulting business specialising in customer centricity and customer loyalty programmes. Amanda is also a proud co-host for Let’s Talk Loyalty!

Today we will be learning about her favourite book and loyalty programmes, her background in loyalty and the highlights and key learnings from her new research report on loyalty in South Africa - The Truth and Brand Mapp Loyalty White Paper. It’s the only study of its kind in South Africa which is a renowned mature loyalty market.

Hosted by Charlie Hills.

Show notes:

1) Blind Loyalty Trust

2) Truth Loyalty Whitepaper download

3) Amanda Cromhout Loyalty

4) Follow Amanda Cromhout on Instagram

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This episode is sponsored by Phaedon.

Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

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, and to optimize frequent flyer program operations.

Hosted by Bill Hanifin

Show notes:

1) Steve McClelland

2) WestJet

3) WestJet Rewards

4) Bill Hanifin

5) The Wise Marketer

6) Moneyball: The Art of Winning an Unfair Game (Book)

7) Red Notice: A True Story of High Finance, Murder, and One Man's Fight for Justice (Book)

This episode focuses on Poundland Perks … the new loyalty programme from Poundland in the UK.

With Emma Collins, the Head of Digital Loyalty & Engagement for Poundland.

Today we will be learning about Emma’s favourite loyalty programmes, how Poundland Perks is delivering for customers and the business and all about their plans for the future.

Hosted by Charlie Hills.

Show Notes:

1) Emma Collins

2) Poundland Perks

3) Poundland

4) European Loyalty Whitepaper

5) Mando- Connect

6) YouGov

7) Return on Courage : A Business Playbook for Courageous Change

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This episode is sponsored by Phaedon.

Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com

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 for its carrier and frequent flyer programme, BluChip, which launched 5 months ago.

Hosted by Amanda Cromhout

Show notes:

1) Neetan Chopra

2) IndiGo

3) BluChip

4) Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones (Book)

5) Accelerated Digital Transformation: How Established Organizations Can Gain Competitive Advantage in the Digital Age (Book)

Han Bailey has worked with some of the largest brands and loyalty programs in Australia and the US, including The Star Entertainment Group, David Jones, NewsCorp, Qantas, Global Red, Brierley & Partners, and Coca-Cola.

Now consulting for a range of businesses and mentoring emerging loyalty talent, Han brings a commercial perspective to loyalty and a deep understanding of building programs from the ground up.

Today’s conversation explores her journey—from an unexpected start in loyalty to developing and delivering some of the industry's most well-known programs.

Hosted by Carly Neubauer

Show Notes:

1) Han Bailey

2) Carly Neubauer

3)The Gift: A Survivor’s Journey to Freedom by Edith Eger

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This episode is sponsored by Phaedon.

Visit their website to learn more about how they're powering the world's most beloved loyalty programs at www.wearephaedon.com