Utter Loyalty Transistor (https://transistor.fm) https://feeds.transistor.fm/utter-loyalty Utter Loyalty brings you live, on-location conversations from the heart of the loyalty and CRM industry. Loyalty leaders speak as themselves — no scripts, no rehearsals, no best-practice theatre. Just raw thinking, real opinions, and the grey areas shaping loyalty right now. The ELA™ c73a2fa3-b65d-52bb-a681-5c190f73155a yes en Fri, 26 Jun 2026 16:28:30 +0100 Fri, 26 Jun 2026 16:29:07 +0100 https://the-ela.org/utter-loyalty-podcast/ https://img.transistorcdn.com/Ytx699fdDvMBl6Y-Fxt4m1GxmTYLE4lsEz5gQ_WOXJg/rs:fill:0:0:1/w:1400/h:1400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS84MWMw/ZThmYmYzMjQ4ZDA3/YzE0ZDY2ZDgwODE4/YWNiMC5wbmc.jpg Utter Loyalty https://the-ela.org/utter-loyalty-podcast/ episodic The ELA™ - Europe's Loyalty Association Utter Loyalty brings you live, on-location conversations from the heart of the loyalty and CRM industry. Loyalty leaders speak as themselves — no scripts, no rehearsals, no best-practice theatre. Just raw thinking, real opinions, and the grey areas shaping loyalty right now. Utter Loyalty brings you live, on-location conversations from the heart of the loyalty and CRM industry. loyalty, marketing, retail Utter Loyalty and The ELA™ hello@the-ela.org No No How Medik8 Turned Customer Insight into Loyalty Growth 7 7 How Medik8 Turned Customer Insight into Loyalty Growth full 6e5d641c-1c6d-45e7-aa96-091ae5ea6043 https://share.transistor.fm/s/956d8601 Utter Loyalty invites you to meet @AnnaLouise-Chambers, Head of Customer Marketing at Medik8. She joins @Emma Collins to explore how a loyalty programme grew from 20,000 to more than 200,000 members in under four years. 

They discuss why personalisation in skincare goes far beyond marketing buzzwords, how customer data helps guide product recommendations, and what happens when loyalty teams actually listen to customer frustrations. Anna also shares the commercial impact of the programme, with members shopping more often, spending more per order, and helping secure greater investment from the business. A candid conversation about loyalty in one of the most competitive and personal sectors of retail. 


Watch on YouTube: 

View on our website: https://the-ela.org/utter-loyalty-podcast/

Listen on Spotify: 

]]> Utter Loyalty invites you to meet @AnnaLouise-Chambers, Head of Customer Marketing at Medik8. She joins @Emma Collins to explore how a loyalty programme grew from 20,000 to more than 200,000 members in under four years. 

They discuss why personalisation in skincare goes far beyond marketing buzzwords, how customer data helps guide product recommendations, and what happens when loyalty teams actually listen to customer frustrations. Anna also shares the commercial impact of the programme, with members shopping more often, spending more per order, and helping secure greater investment from the business. A candid conversation about loyalty in one of the most competitive and personal sectors of retail. 


Watch on YouTube: 

View on our website: https://the-ela.org/utter-loyalty-podcast/

Listen on Spotify: 

]]> Wed, 17 Jun 2026 12:30:00 +0100 The ELA™ - Europe's Loyalty Association The ELA™ - Europe's Loyalty Association 605 Utter Loyalty invites you to meet @AnnaLouise-Chambers, Head of Customer Marketing at Medik8. She joins @Emma Collins to explore how a loyalty programme grew from 20,000 to more than 200,000 members in under four years. 

They discuss why personalisation in skincare goes far beyond marketing buzzwords, how customer data helps guide product recommendations, and what happens when loyalty teams actually listen to customer frustrations. Anna also shares the commercial impact of the programme, with members shopping more often, spending more per order, and helping secure greater investment from the business. A candid conversation about loyalty in one of the most competitive and personal sectors of retail. 


Watch on YouTube: 

View on our website: https://the-ela.org/utter-loyalty-podcast/

Listen on Spotify: 

]]> loyalty, marketing, retail No Odeon’s Loyalty Strategy: Less Noise, More Reasons to Return with Adam from ODEON Cinemas Group 6 6 Odeon’s Loyalty Strategy: Less Noise, More Reasons to Return with Adam from ODEON Cinemas Group full 00fc0afc-59e8-44a2-a2c2-fdf3ab7428af https://share.transistor.fm/s/330bb39e Utter Loyalty invites you to meet @AdamKing, Head of Digital & Loyalty at ODEON Cinemas Group . She joins @Emma Collins to challenge the tired loyalty playbook and talk about the brutal reality of building a loyalty programme people actually care about. 

From shelving weak ideas and surviving internal hesitation to launching Odeon Extras, this is a straight-talking conversation about commercial pressure, customer expectations, frequency-driving benefits, CRM mistakes, and why “points on popcorn” was never going to cut it. We also get into personalisation, film fandom, and the challenge of making loyalty relevant in a world overloaded with content. 

Watch on YouTube: https://youtu.be/tKjAY_72rfw

View on our website: https://the-ela.org/utter-loyalty-podcast/

Listen on Spotify: 

]]> Utter Loyalty invites you to meet @AdamKing, Head of Digital & Loyalty at ODEON Cinemas Group . She joins @Emma Collins to challenge the tired loyalty playbook and talk about the brutal reality of building a loyalty programme people actually care about. 

From shelving weak ideas and surviving internal hesitation to launching Odeon Extras, this is a straight-talking conversation about commercial pressure, customer expectations, frequency-driving benefits, CRM mistakes, and why “points on popcorn” was never going to cut it. We also get into personalisation, film fandom, and the challenge of making loyalty relevant in a world overloaded with content. 

Watch on YouTube: https://youtu.be/tKjAY_72rfw

View on our website: https://the-ela.org/utter-loyalty-podcast/

Listen on Spotify: 

]]> Wed, 03 Jun 2026 12:30:00 +0100 The ELA™ - Europe's Loyalty Association The ELA™ - Europe's Loyalty Association 753 Utter Loyalty invites you to meet @AdamKing, Head of Digital & Loyalty at ODEON Cinemas Group . She joins @Emma Collins to challenge the tired loyalty playbook and talk about the brutal reality of building a loyalty programme people actually care about. 

From shelving weak ideas and surviving internal hesitation to launching Odeon Extras, this is a straight-talking conversation about commercial pressure, customer expectations, frequency-driving benefits, CRM mistakes, and why “points on popcorn” was never going to cut it. We also get into personalisation, film fandom, and the challenge of making loyalty relevant in a world overloaded with content. 

Watch on YouTube: https://youtu.be/tKjAY_72rfw

View on our website: https://the-ela.org/utter-loyalty-podcast/

Listen on Spotify: 

]]> loyalty, marketing, retail No The Loyalty Industry Has Been Selling the Wrong Idea with Suzanne from VoucherCodes 5 5 The Loyalty Industry Has Been Selling the Wrong Idea with Suzanne from VoucherCodes full ebee6e97-ce69-4749-99e7-70528d689b02 https://share.transistor.fm/s/fd8a63b7 Utter Loyalty invites you to meet Suzanne, Director, Customer Loyalty from VoucherCodes. She joins Emma to challenge the tired loyalty playbook. This isn’t another conversation about points, tiers and discounts. It’s about psychology, trust, behaviour and why most brands are still treating loyalty like a short-term sales gimmick instead of a real relationship. Suzanne shares how VoucherCodes is using zero-party data, gamification, loyalty scoring and community thinking to build something far more human — and why brands obsessed with transactions are missing the point entirely. 

]]> Utter Loyalty invites you to meet Suzanne, Director, Customer Loyalty from VoucherCodes. She joins Emma to challenge the tired loyalty playbook. This isn’t another conversation about points, tiers and discounts. It’s about psychology, trust, behaviour and why most brands are still treating loyalty like a short-term sales gimmick instead of a real relationship. Suzanne shares how VoucherCodes is using zero-party data, gamification, loyalty scoring and community thinking to build something far more human — and why brands obsessed with transactions are missing the point entirely. 

]]> Wed, 20 May 2026 12:30:00 +0100 The ELA™ - Europe's Loyalty Association The ELA™ - Europe's Loyalty Association 948 Utter Loyalty invites you to meet Suzanne, Director, Customer Loyalty from VoucherCodes. She joins Emma to challenge the tired loyalty playbook. This isn’t another conversation about points, tiers and discounts. It’s about psychology, trust, behaviour and why most brands are still treating loyalty like a short-term sales gimmick instead of a real relationship. Suzanne shares how VoucherCodes is using zero-party data, gamification, loyalty scoring and community thinking to build something far more human — and why brands obsessed with transactions are missing the point entirely. 

]]> loyalty, marketing, retail No Community Over Points: Rethinking Loyalty with Julia from Tiptapp 4 4 Community Over Points: Rethinking Loyalty with Julia from Tiptapp full 618bda85-6f75-4e4f-92e5-a0ed1636d104 https://share.transistor.fm/s/346344b7 In this episode, Emma chats to Tiptapp’s Julia, about what loyalty looks like when you take away the usual crutches. This is a business built on strangers trusting each other — and somehow making it work at scale. We get into the mechanics behind that: two-way ratings, relentless focus on frictionless experiences, and why word of mouth still beats most marketing plans.

There’s also a sharp take on a reality most brands ignore — not every product is used daily. So how do you stay relevant when customers only need you occasionally? From smart partnerships that show up at the right moment, to nudging users into broader use cases, this is loyalty without the fluff — and a reminder that community, not points, is what actually sticks.

This episode is sponsored by Braze. Visit their website here: https://www.braze.com/

]]> In this episode, Emma chats to Tiptapp’s Julia, about what loyalty looks like when you take away the usual crutches. This is a business built on strangers trusting each other — and somehow making it work at scale. We get into the mechanics behind that: two-way ratings, relentless focus on frictionless experiences, and why word of mouth still beats most marketing plans.

There’s also a sharp take on a reality most brands ignore — not every product is used daily. So how do you stay relevant when customers only need you occasionally? From smart partnerships that show up at the right moment, to nudging users into broader use cases, this is loyalty without the fluff — and a reminder that community, not points, is what actually sticks.

This episode is sponsored by Braze. Visit their website here: https://www.braze.com/

]]> Wed, 06 May 2026 12:00:00 +0100 The ELA™ - Europe's Loyalty Association The ELA™ - Europe's Loyalty Association 826 In this episode, Emma chats to Tiptapp’s Julia, about what loyalty looks like when you take away the usual crutches. This is a business built on strangers trusting each other — and somehow making it work at scale. We get into the mechanics behind that: two-way ratings, relentless focus on frictionless experiences, and why word of mouth still beats most marketing plans.

There’s also a sharp take on a reality most brands ignore — not every product is used daily. So how do you stay relevant when customers only need you occasionally? From smart partnerships that show up at the right moment, to nudging users into broader use cases, this is loyalty without the fluff — and a reminder that community, not points, is what actually sticks.

This episode is sponsored by Braze. Visit their website here: https://www.braze.com/

]]> loyalty, marketing, retail No Loyalty Without Points: How Marshall Is Turning Fans into Believers 3 3 Loyalty Without Points: How Marshall Is Turning Fans into Believers full 8edd5b18-c322-4da9-b9c2-05e83a9e6a5c https://share.transistor.fm/s/1c9c0bba Emma Collins chats to Charlotte Wik on Utter Loyalty about how Marshall has launched a membership built around belonging, not points or discounts, because that approach simply doesn’t fit their brand. Instead of transactional rewards, they focus on emotional connection through music culture, giving members access to experiences, insider moments, and a sense of being part of something bigger. The program is also tied to a clear purpose, with a portion of purchases supporting grassroots music venues, making it feel real rather than performative. Success isn’t judged by short-term revenue but by engagement, whether people show up, take part, and stay connected between purchases. The belief is simple: if people genuinely care and engage, the commercial impact will follow. 

This episode is sponsored by Braze. Visit their website here: https://www.braze.com/

]]> Emma Collins chats to Charlotte Wik on Utter Loyalty about how Marshall has launched a membership built around belonging, not points or discounts, because that approach simply doesn’t fit their brand. Instead of transactional rewards, they focus on emotional connection through music culture, giving members access to experiences, insider moments, and a sense of being part of something bigger. The program is also tied to a clear purpose, with a portion of purchases supporting grassroots music venues, making it feel real rather than performative. Success isn’t judged by short-term revenue but by engagement, whether people show up, take part, and stay connected between purchases. The belief is simple: if people genuinely care and engage, the commercial impact will follow. 

This episode is sponsored by Braze. Visit their website here: https://www.braze.com/

]]> Tue, 14 Apr 2026 12:30:00 +0100 The ELA™ - Europe's Loyalty Association The ELA™ - Europe's Loyalty Association 892 Emma Collins chats to Charlotte Wik on Utter Loyalty about how Marshall has launched a membership built around belonging, not points or discounts, because that approach simply doesn’t fit their brand. Instead of transactional rewards, they focus on emotional connection through music culture, giving members access to experiences, insider moments, and a sense of being part of something bigger. The program is also tied to a clear purpose, with a portion of purchases supporting grassroots music venues, making it feel real rather than performative. Success isn’t judged by short-term revenue but by engagement, whether people show up, take part, and stay connected between purchases. The belief is simple: if people genuinely care and engage, the commercial impact will follow. 

This episode is sponsored by Braze. Visit their website here: https://www.braze.com/

]]> loyalty, marketing, retail No Taking a Brand Through Its First Loyalty Journey With Lush 2 2 Taking a Brand Through Its First Loyalty Journey With Lush full 6a89738e-f0fc-476e-95db-592015de1371 https://share.transistor.fm/s/78decaa5 Emma sits down with Rachel to discuss how Lush approached loyalty on its own terms, launching Lush Rewards after stepping away from social media and doubling down on community. The programme is built around customer feedback, local store autonomy, and brand values like sustainability. From digital wallets to product drops and partnerships, the focus is on engagement over transactions. Early signs are positive, with strong internal buy-in and customer demand, as Lush looks to prove loyalty can drive footfall without compromising its identity. 

]]> Emma sits down with Rachel to discuss how Lush approached loyalty on its own terms, launching Lush Rewards after stepping away from social media and doubling down on community. The programme is built around customer feedback, local store autonomy, and brand values like sustainability. From digital wallets to product drops and partnerships, the focus is on engagement over transactions. Early signs are positive, with strong internal buy-in and customer demand, as Lush looks to prove loyalty can drive footfall without compromising its identity. 

]]> Mon, 30 Mar 2026 09:00:00 +0100 The ELA™ - Europe's Loyalty Association The ELA™ - Europe's Loyalty Association 573 Emma sits down with Rachel to discuss how Lush approached loyalty on its own terms, launching Lush Rewards after stepping away from social media and doubling down on community. The programme is built around customer feedback, local store autonomy, and brand values like sustainability. From digital wallets to product drops and partnerships, the focus is on engagement over transactions. Early signs are positive, with strong internal buy-in and customer demand, as Lush looks to prove loyalty can drive footfall without compromising its identity. 

]]> loyalty, marketing, retail No The Retail Loyalty Flywheel: Data, Leadership and Long-Term Thinking with Emily Wells, Head of Transformation at Sainsbury's 1 1 The Retail Loyalty Flywheel: Data, Leadership and Long-Term Thinking with Emily Wells, Head of Transformation at Sainsbury's full c65fb496-5c1b-481d-ada9-bee7886a8e18 https://share.transistor.fm/s/e8dc2f95 Emma sits down with Emily to unpack what really makes loyalty work in retail. Drawing on her experience at Tesco, John Lewis and now Sainsbury’s, Emily argues that loyalty only succeeds when it sits at the heart of the business – not tucked away in marketing. The conversation explores the power of data, the importance of leadership belief, and how AI, retail media and changing customer behaviour could reshape loyalty in the years ahead. 

]]> Emma sits down with Emily to unpack what really makes loyalty work in retail. Drawing on her experience at Tesco, John Lewis and now Sainsbury’s, Emily argues that loyalty only succeeds when it sits at the heart of the business – not tucked away in marketing. The conversation explores the power of data, the importance of leadership belief, and how AI, retail media and changing customer behaviour could reshape loyalty in the years ahead. 

]]> Mon, 09 Mar 2026 11:02:21 +0000 The ELA™ - Europe's Loyalty Association The ELA™ - Europe's Loyalty Association 920 Emma sits down with Emily to unpack what really makes loyalty work in retail. Drawing on her experience at Tesco, John Lewis and now Sainsbury’s, Emily argues that loyalty only succeeds when it sits at the heart of the business – not tucked away in marketing. The conversation explores the power of data, the importance of leadership belief, and how AI, retail media and changing customer behaviour could reshape loyalty in the years ahead. 

]]> loyalty, marketing, retail No