Loyalty Wired

Most loyalty programmes are built on rational exchanges: points, rewards and incentives. But that is only part of the story.

In this episode Iain Pringle is joined by Max Kenkel, Vicky Elliot and Adam Posner to explore emotional loyalty — the moments of recognition, surprise, service and human connection that make customers feel something, not just earn something.

They discuss why emotional loyalty matters now, where brands get it right and wrong, and how loyalty teams can start building more meaningful moments without losing commercial discipline.

If you work in loyalty, customer experience or brand strategy, this episode is full of practical ideas.

Loyalty is shifting… but not in just one place.

In this episode, Rob Burgess (Head for Points), Ben Lipsey (Air France-KLM) and Phil Gunter (Loyalty Status Co) explore what British Airways’ move to spend-based status means — and why competitors are already moving to take advantage.

At the same time, Jan Pieter Lips (Capillary) and Tom Shapira (Wellesley Hills Financial) unpack Capillary’s acquisition of SessionM, and what it reveals about scale, valuation and the future of loyalty technology.

If you run a loyalty programme, this episode matters.

Sponsored by Loyalty Status Co.

Retail media is booming… But here is the real question for loyalty leaders: are you sitting on the most valuable media asset in your business?

In this episode, Matt Hanlon from Boots, Paul Stafford from Very and Rosie Houston from SMG explore how loyalty data powers modern retail media — and why the next competitive edge is not ad inventory, it is customer insight.

We discuss trust, first-party data, measurement, and what happens when loyalty moves from cost centre to growth engine.

If you run a loyalty programme, this episode matters.

In our latest Newscast we round up the latest in global loyalty before diving into the metrics that matter . Featuring Caroline Papadatos on KPI lifecycle, Kashkick on scaling to 12M+ members, Max Kenkel (ITA Group) on measuring what moves behaviour, and Phil Hawkins myth-busting loyalty’s favourite metric.

Loyalty marketing only works because humans don’t behave like machines.

In this episode, Rory Sutherland and behavioural scientist Jordan Buck unpack the seemingly irrational behaviour we see in real loyalty programmes — and explain the psychology that makes it predictable, repeatable, and commercially useful.

If you design rewards, communications, or loyalty strategy, this episode will change how you think about what really drives response.