Let's Talk Loyalty
Episodes
#270: Crypto-Based Rewards - Insights and Inspiration for Travel and Hospitality
31 Aug 2022
Contributed by Lukas
This episode showcases an innovative crypto-based rewards option that's focused on loyalty programmes in the travel and hospitality sector.Flycoin is ...
#269: HEMA's Heritage and Values Drive Customer Loyalty
30 Aug 2022
Contributed by Lukas
Today’s episode features another retail success story, this time from a much-loved Dutch brand called HEMA.With an incredible heritage of almost 100...
#268: Lessons from the Loyalty Science Lab - Short Summary Show
29 Aug 2022
Contributed by Lukas
The Loyalty Science Lab works with loyalty industry leaders to identify and research commercially important concepts that drive loyal customer behavio...
#267: Floor & Decor Shares the "Pro Premier Rewards" Program
24 Aug 2022
Contributed by Lukas
Today’s episode of Let's Talk Loyalty features another huge US retail success story!“Floor and Decor” is one of the country’s leading flooring...
#266: "Sleep Number" Leverages Loyalty to Drive Advocacy
23 Aug 2022
Contributed by Lukas
Today's episode features an award-winning loyalty program for people who value an exceptional night’s sleep!*Sleep Number* is a 35-year-old retail b...
#265: Greenbacks Loyalty Programme from Nedbank (Short Summary Show)
22 Aug 2022
Contributed by Lukas
The Greenbacks Loyalty Programme has evolved as a powerful way for Nedbank to reward its complete banking relationships with its customers.In thi...
#264: Let's Talk Loyalty is 3 Years Old - Birthday NEWS Announcement
17 Aug 2022
Contributed by Lukas
Today’s episode of Let's Talk Loyalty features an exciting announcement about how we’re growing the show, now that we're three years old and all g...
#263: Sharing Data, Sharing Ownership & Renting Fashion - New Models Driving Loyalty
16 Aug 2022
Contributed by Lukas
"Beyonde" is a customer experience consulting firm based in Sydney Australia, with a single-minded focus on identifying, evaluating, and implementing ...
#262: A Reality Check for Your Loyalty Program (Short Summary Show)
15 Aug 2022
Contributed by Lukas
In this short summary show, I review my interview with Mike Atkin, also known as the "Loyalty Guru", in which he shared the framework that he uses to ...
#261: Building Bilt Rewards from Strength to Strength
10 Aug 2022
Contributed by Lukas
Bilt Rewards is an innovative US-based loyalty program that was created in 2021 to make rent more rewarding! The program is just one year old, ye...
#260: Short Summary Show of Bart Demczuk Interview from Comarch Middle East
09 Aug 2022
Contributed by Lukas
Today is a short summary show of our interview with Bart Demczuk, Managing Director at Comarch Middle East, who joined "Let's Talk Loyalty" in 2021 to...
#259: eCommerce Excellence with Adore Beauty and Adore Society (Short Summary Show)
08 Aug 2022
Contributed by Lukas
Adore Beauty has had incredible growth and success in recent years, and is now Australia's top online pure-play beauty retailer.In 2020, the eCommerce...
#258: Web 3.0, Crypto-currencies, Metaverse and NFT's - Loyalty Insights
03 Aug 2022
Contributed by Lukas
Web 3.0 is of the hottest topics in business right now, but most of us have yet to figure out what the potential could be for these newest technologie...
#257: Airline Loyalty Programs - their Role, Positioning and Potential for Even Greater Profits
02 Aug 2022
Contributed by Lukas
Today, "Let's Talk Loyalty" meets airline industry thought-leader Mark Ross-Smith, who shares his insights on global airline loyalty programmes – th...
#256: Loyalty Innovation in Financial Services - Old Mutual Earns Loyalty by Educating
01 Aug 2022
Contributed by Lukas
How can a financial services firm like Old Mutual compete against a powerful market leader, in an industry that consumers often find confusing and exp...
#255: The Loyalty Report 2022 - Essential Insights and Innovations for Loyalty Professionals
27 Jul 2022
Contributed by Lukas
Today’s episode features key insights from the industry's best-known research report that’s produced every year by Bond Brand Loyalty.Featuring in...
#254: Loyalty Innovation in the Railway Industry
26 Jul 2022
Contributed by Lukas
Today's episode discusses the increasing need for customer loyalty in the railway industry for the first time!Renfe is the leading train company in Sp...
#253: Human Psychology and It's Role in Loyalty Programmes
25 Jul 2022
Contributed by Lukas
This short summary explains how a better understanding of the psychology of human beings can help us design better loyalty programmes! Dr. Anil V...
#252: The Irish Times, an Iconic Irish Brand, Wins Customer Loyalty through Innovation
20 Jul 2022
Contributed by Lukas
Few industries have been as dramatically affected by the internet as the publishing industry, when free news and the instant availability of global in...
#251: Digital Transformation with RSVP Rewards from the Sandman Hotel Group
20 Jul 2022
Contributed by Lukas
One of Canada's best kept secrets, Northland Properties is a family business that operates an impressive portfolio of businesses including restaurants...
#250: Star Alliance - Short Summary Show
18 Jul 2022
Contributed by Lukas
This episode celebrates the 250th episodes of Let's Talk Loyalty! The Star Alliance is an extra-ordinary example of how global partnerships ...
#249: UAE Telecoms Giant "Etisalat" Leverages Customer Loyalty for Growth
13 Jul 2022
Contributed by Lukas
In today’s hyper-competitive environment, telecommunications companies around the world are increasingly looking to customer loyalty mechanics to gr...
#248: Leading Loyalty for Telecoms Giant Verizon
12 Jul 2022
Contributed by Lukas
Verizon is one of the largest telecommunications companies in the United States and is of course a huge company with a huge customer base to retain in...
#247: Whatsapp and Card-Linking - Innovative Ideas for Loyalty Professionals (Short Summary Show)
11 Jul 2022
Contributed by Lukas
This episode is a summary of some of my favorite ideas that have exciting potential for loyalty marketing professionals. From Whatsapp as a messa...
#246: Getting Loyalty Unstuck in 2022
06 Jul 2022
Contributed by Lukas
In many ways, today's loyalty landscape looks a lot like it did 40 years ago! So why is that? And how can businesses truly win over their customers' h...
#245: Tupperware Leveraging Loyalty in Mexico
05 Jul 2022
Contributed by Lukas
Tupperware is truly a household name with consumers around the world, famous for its innovative food storage and preparation containers. The bran...
#244: IAG Loyalty - Powerful Propositions in Turbulent Times (Short Summary Show)
04 Jul 2022
Contributed by Lukas
In this summary episode, we discuss our key learnings from our conversation in early 2021 with the CEO of IAG Loyalty Limited, the company that operat...
#243: How Can Loyalty Marketers Support Sustainability Goals?
29 Jun 2022
Contributed by Lukas
Sustainability is both an urgent and an important focus for businesses, and one that loyalty marketers can play an important role in supporting. But h...
#242: Driving Direct & Indirect Revenue from Loyalty Marketing - Insights from Epsilon’s Loyalty Labs
28 Jun 2022
Contributed by Lukas
Not enough time and attention is devoted to understand the incredible value that loyalty programmes are driving indirectly for organisations – build...
#241: Payback Germany - A World Famous Coalition Program (Short Summary Show)
27 Jun 2022
Contributed by Lukas
Payback is widely respected as one of the most innovative companies in Germany, with over 80 million members in six international markets and an impre...
#240: Collinson's Daniel Cantorna Shares Loyalty Insights and Innovation from the Asia Pacific Region
22 Jun 2022
Contributed by Lukas
In the Asia Pacific region, pioneering brands lead the way for digitally-demanding consumers by personalizing their experiences using big data and art...
#239: Hong Kong's Leading Loyalty & Lifestyle Platform - Yuu Rewards
21 Jun 2022
Contributed by Lukas
Yuu Rewards is a leading loyalty program launched in Hong Kong in 2020 which prides itself on its innovative digital-first strategy. Created init...
#238: Cookies Causing Chaos - with Epsilon's Elliott Clayton (Short Summary Show)
20 Jun 2022
Contributed by Lukas
In January 2020, Google announced that it would no longer support third-party cookies for users of the Chrome browser. What sounded like a massiv...
#237: Del Yeah Rewards: Del Taco's Key Component for Business Growth
15 Jun 2022
Contributed by Lukas
Del Taco is the world's second-largest Mexican fast-food restaurant chain, and its loyalty program is playing a vital role in its popularity and growt...
#236: David’s Bridal - The World's First "Crowdsourced " Loyalty Program
14 Jun 2022
Contributed by Lukas
David's Bridal is a US-based retailer that specializes in wedding gowns, prom gowns and formal wear, and offers an extraordinary collection of beautif...
#235: Subscriptions Driving Restaurant Loyalty in South Africa
13 Jun 2022
Contributed by Lukas
As one of the most exciting loyalty markets in the world, South Africa boasts plenty of compelling concepts and innovative ideas - and this summary sh...
#234: Driving Loyalty in Convenience Retail with Sheetz USA
08 Jun 2022
Contributed by Lukas
Sheetz Inc. is one of North America's fastest-growing convenience store chains, already operating over 600 locations.In this episode of Let’s Talk L...
#233: Etihad Guest - Powerful Propositions Building Emotional Loyalty
07 Jun 2022
Contributed by Lukas
Etihad Guest is a world-leader in airline loyalty, renowned for delivering innovative ideas that delight members in unexpected ways!In today's episode...
#232: Innovation in China with Lagardère Travel Retail (Short Summary Show)
06 Jun 2022
Contributed by Lukas
The global Covid crisis challenged many businesses to the brink of survival, especially in the travel industry. Across airlines, hotels, hospital...
#231: Building Your Program's Profitability - Loyalty's Hidden Potential
01 Jun 2022
Contributed by Lukas
Sonder Media is a consulting firm that specializes in identifying, valuing, and optimizing the media value of loyalty programs, and in today’s episo...
#230: The Boots Iconic "Advantage" Programme in the UK Celebrates Its 25th Birthday
31 May 2022
Contributed by Lukas
When it comes to loyalty programmes in the UK, the gold standard programme that consumers say they love the most is often the Boots Advantage Program....
#229: Coalition Loyalty in Colombia (Short Summary Show)
30 May 2022
Contributed by Lukas
“To make the customer fall in love with the brands.” This is how Alejandro Gonzalez Saul, CEO of Puntos Columbia described the purpose and goal of...
#228: Loyalty Insights from IAG Loyalty
25 May 2022
Contributed by Lukas
The International Airline Group is one of the world's largest airline groups, formed by the merger of British Airways and the Spanish Airline Iberia. ...
#227: Measuring the Value of Loyalty Marketing Investment with Epsilon
24 May 2022
Contributed by Lukas
How do you measure and prove the value of your investment in loyalty marketing?In this episode, we are joined by Brad Macdonald, Vice President of Loy...
#226: Virgin Red - Where Customers Genuinely Come First (Short Summary Show)
23 May 2022
Contributed by Lukas
In today’s short summary episode of Let’s Talk Loyalty, Paula Thomas looked back on her conversation with Virgin Reds Chief Marketing Officer, Kel...
#225: Insights from the "2022 Global Report on Loyalty Marketing & Rewards Programs"
18 May 2022
Contributed by Lukas
In this episode, Łukasz Słoniewski of Comarch joins Let's Talk Loyalty to discuss the "2022 Global Report on Loyalty Marketing & Rewards Program...
#224: Celebrating the Freddie Awards - The "Oscars" of Travel Loyalty
17 May 2022
Contributed by Lukas
The winners of the 2022 "Freddie Awards" have just been announced, the awards created to recognise the gold standard in travel loyalty programs worldw...
#223: Announcing - The Winner of the Loyalty Academy Scholarship is ...
16 May 2022
Contributed by Lukas
The Loyalty Academy is the world's leading loyalty marketing training platform, run by and for loyalty marketers. Let's Talk Loyalty is the world...
#222: Loyalty Leads the Transformation of Albertsons
11 May 2022
Contributed by Lukas
Albertsons is one of the largest food and drug retailers in the United States. In today’s episode, "Let's Talk Loyalty" meets Matthew Stevens, ...
#221: What We've Learned About Loyalty
10 May 2022
Contributed by Lukas
In today’s episode, Paula was joined by fellow podcaster Iain Pringle, to share what we've each learned in our combined five years of podcasting abo...
#220: Aviation Loyalty Program Insights with Evert de Boer (Short Summary Show)
09 May 2022
Contributed by Lukas
In this short summary episode, Paula Thomas looks back on a fascinating conversation with Evert de Boer, Managing Partner of On Point Loyalty, who dis...
#219: "For Love or Money" - Australian Consumer's Loyalty Perspectives For 2022
04 May 2022
Contributed by Lukas
In this episode, Adam Posner, joins us to talk about his hugely popular "For Love or Money™ Australia" research report and insights for 2022.Adam ex...
#218: Anantara, Avani, Kempinski - Leveraging the GHA "Discovery" Program To Drive Customer Loyalty for Independent Hotel Brands
03 May 2022
Contributed by Lukas
The Global Hotel Alliance (GHA) is the world's largest alliance of independent hotel brands, supporting 35 hotel brands with more than 500 hotels acro...
#217: Insights on Loyalty Innovation with Epsilon (Short Summary Show)
02 May 2022
Contributed by Lukas
In this short summary episode of "Let's Talk Loyalty", we looked back on an episode from early 2021 when we talked about loyalty programmes as they ev...
#216: Everyday Loyalty - Connecting Customers, Members and Merchants
27 Apr 2022
Contributed by Lukas
In this episode, James Berry, Commercial Director, Valuedynamx at Collinson shares game-changing concepts he believes are becoming pivotal for loyalty...
#215: Loyalty Insights from Asia - Speak Like a CEO
26 Apr 2022
Contributed by Lukas
Today's episode of "Let's Talk Loyalty", features LInkedIn loyalty guru and independent loyalty consultant, Henry Christian.Henry has many years of ex...
#214: ENOC's Successful Loyalty Program in the UAE (Short Summary Show)
25 Apr 2022
Contributed by Lukas
In today's short summary show, "Let's Talk Loyalty" looks back on an interview with Suri Singh, Head of Loyalty for Emirates National Oil Company (ENO...
#213: Relaunching The Shangri-La Hotel Rewards Program
20 Apr 2022
Contributed by Lukas
In today's episode, "Let's Talk Loyalty" talks with Kevin Siew, Vice President and Head of Shangri-La Circle, the latest innovation from the Shangri-L...
#212: Circle K's Award-Winning "PLAY or PARK" Programme in Ireland
19 Apr 2022
Contributed by Lukas
This episode of "Let's Talk Loyalty" features a conversation with Eadaoin Keane, Head of Marketing for Circle K Ireland who won the "Best Loyalty Prog...
#211: Loyalty Programme Liability Modeling (Short Summary Show)
18 Apr 2022
Contributed by Lukas
In this short summary show, "Let's Talk Loyalty" revisited an episode with Len Llaguno, founder of Kyros Insights. Len uses his professional training ...
#210: Digital Consumer Trends for 2022
13 Apr 2022
Contributed by Lukas
Cheetah Digital's 2022 Digital Consumer Trends Index was recently released and reveals what consumers expect from the brands they do business with.&nb...
#209: Loyalty & Awards Conference News for Travel Loyalty Professionals
12 Apr 2022
Contributed by Lukas
The Loyalty & Awards Conference is the largest international loyalty conference for the travel industry.In this episode of "Let's Talk Loyalty", w...
#208: Keeping Customers Happy and Engaged (Short Summary Show)
11 Apr 2022
Contributed by Lukas
In this short summary show, "Let's Talk Loyalty" looks back on an interview with Mark James, the CEO of Customology in Australia who shared some insig...
#207: The "Australian Loyalty Association" Expands and Partners with "Let's Talk Loyalty"
06 Apr 2022
Contributed by Lukas
The "Australian Loyalty Association" (ALA) is the highly respected organisation that provides thought leadership, education and networking opportuniti...
#206: Global Loyalty Academy Workshops in 2022 and FREE Competition to Win
05 Apr 2022
Contributed by Lukas
This episode is all about The Loyalty Academy and the latest updates and in-person workshops to become a "Certified Loyalty Marketing Professional™️...
#205: Loyalty Insights from the IKEA Family Club (Short Summary Show)
04 Apr 2022
Contributed by Lukas
"Let's Talk Loyalty" is today looking back on our conversation with IKEA's global vice president of loyalty, Aaron Mitchell. As one of the world'...
#204: Loyalty Lessons from "USA Convenience Chain of the Year" - Yesway
30 Mar 2022
Contributed by Lukas
Today "Let's Talk Loyalty" talks with one of the leading marketers in U.S. convenience retail, Derek Gaskins, Chief Marketing Officer of Yesway.Yesway...
#203: Groundbreaking Research on What Brits Want From Loyalty
29 Mar 2022
Contributed by Lukas
Today "Let's Talk Loyalty" discusses the latest loyalty insights from a brand new research report, "What Brits Want From Loyalty Programs Now".This co...
#202: Loyalty Insights from Scandinavia (Short Summary Show)
28 Mar 2022
Contributed by Lukas
In this short summary show, I look back on an interview exploring “mindful marketing” and how it relates to loyalty from an interview with Maths M...
#201: Leveraging Known Customer Data to Acquire New Members
23 Mar 2022
Contributed by Lukas
In this episode, we talk with Joseph Taylor, SVP of Strategic Consulting and Operations for Epsilon and hear how to use the data and profiles of your ...
#200: Circle K's Subscription Car Wash Loyalty Programme
22 Mar 2022
Contributed by Lukas
As we celebrate our 200th episode, we discovered the power of subscriptions to drive loyalty in the car wash category in an insightful interview with ...
#199: Loyalty Ideas for Small Companies by Creating Customer Connections (Short Summary Show)
21 Mar 2022
Contributed by Lukas
In today's short show, we review our interview with Ali Cudby, author of "Keep your Customers" and Managing Director of Alignmint Growth Strategies.Fr...
#198: Driving Loyalty Beyond Cookies with Loyalty Expert Billy Loizou
16 Mar 2022
Contributed by Lukas
In today's episode, we talk with one of the most creative and insightful practitioners in the loyalty industry with a deep understanding of business i...
#197: Loyalty Insights from Poland
15 Mar 2022
Contributed by Lukas
Today's guest, Tomasz Makaruk, holds a Ph D in Marketing and has spent more than a decade specialising in loyalty.In this episode, we will hear a comp...
#196: Loyalty Statistics and KPI's for Success (Short Summary Show)
14 Mar 2022
Contributed by Lukas
In this short summary show, we look back on an interview with Mala Raj discussing the key statistics that every loyalty marketer should be measuring, ...
#195: Virgin Red - The Red Thread Connecting the Virgin Brand Globally
09 Mar 2022
Contributed by Lukas
In this episode, we explore the latest lessons from Virgin Red, the loyalty programme for the Virgin group as it continues its impressive global growt...
#194: Air Canada’s Award-Winning Aeroplan Program
08 Mar 2022
Contributed by Lukas
Air Canada has reimagined their points promise, offering flexible and unique rewards unlike any other airline.In this episode, we talk with Derek Whit...
#193: Asia Miles Insights from Cathay Pacific Airways (Short Summary Show)
07 Mar 2022
Contributed by Lukas
In this short summary show, I look back on my 2020 interview with Paul Smitton, CEO of Asia Miles with Cathay Pacific Airways.Paul shared Cathay Pacif...
#192: Talking Loyalty with Tom Peace of The Loyalty People
02 Mar 2022
Contributed by Lukas
Being a professional loyalty professional can be a lonely job in a big corporation, but by growing our network and community through thought leadershi...
#191: Let's Talk Loyalty Bonus Episode - Show Update
01 Mar 2022
Contributed by Lukas
Let's Talk Loyalty is growing in 2022 and I wanted to share a quick update with you about our newest partner which includes more fascinating interview...
#190: Customer-Based Corporate Valuation with Professor Daniel McCarthy (Short Summary Show)
28 Feb 2022
Contributed by Lukas
In this short summary show, I look back on an interview with Assistant Professor of Marketing at Emory University, Dan McCarthy, about key marketing t...
#189: Cathay Pacific Airways Launches Lifestyle & Wellness Innovations
23 Feb 2022
Contributed by Lukas
Hong Kong's Cathay Pacific Airways recently celebrated 75 years of flying, and in this episode, we hear about their latest innovations from Paul Smitt...
#188: VodaBucks: Loyalty Programme of South Africa’s Vodacom Group (Short Summary Show)
21 Feb 2022
Contributed by Lukas
In this short summary episode, I am looking back on an interview with George Mendes, Chief Officer Consumer Business with Vodacom in South Africa.Laun...
#187: Microsoft Rewards - Insights and Ideas
16 Feb 2022
Contributed by Lukas
Microsoft is one of the world’s most successful companies in technology, entertainment and in recent years, a leading platform in gaming. This ...
#186: Loyalty Programmes as Media Owners (Short Summary Show)
14 Feb 2022
Contributed by Lukas
In this short summary episode, I am looking back on a fascinating episode I conducted with Jonathan Hopkins of Sonder Media, all about the revenue pot...
#185: Create Emotional Loyalty With Points For Good
09 Feb 2022
Contributed by Lukas
Points for Good is a programme partner for brand loyalty programmes that allow customers to donate reward points toward a social purpose. Started in I...
#184: Hong Kong's Groundbreaking Yuu Rewards, A Hong Kong Coalition Loyalty Program (Short Summary Show)
07 Feb 2022
Contributed by Lukas
Yuu Rewards is the first coalition loyalty program ever launched in Hong Kong and we had the opportunity to speak with Chief Operating Officer and loy...
#183: Denmark's Salling Group Customer Program's Highly Successful Launch
02 Feb 2022
Contributed by Lukas
In this week's episode, we explore the launch of a customer reward program by Denmark's largest retailer.We are joined by Andras Szocs, Head of Custom...
#182: BP Fueling Customer Loyalty Around the World (Short Summary Show)
31 Jan 2022
Contributed by Lukas
BP is one of the world’s largest oil companies, operating service stations in nearly every corner of the world. In this short summary episode, I am ...
#181: International Loyalty Awards 2022
26 Jan 2022
Contributed by Lukas
The global loyalty landscape has dramatically shifted in the wake of the global pandemic. Customers think differently, privacy laws and policies have ...
#180: Loyalty Partner Insights from Epsilon’s Tamara Oliverio and Julie Smith (Short Summary Show)
24 Jan 2022
Contributed by Lukas
In this short summary episode, I looked back on an episode with two rising Epsilon executives, Tamara Oliverio and Julie Smith, to hear about how bran...
#179: Irish Loyalty Summit and Awards 2022
19 Jan 2022
Contributed by Lukas
Join us to discover the Irish Loyalty Summit and Irish Loyalty Awards 2022, with Eileen McGuinness, Co-Founder of the Irish Loyalty Awards. The S...
#178: Loyalty Partner Insights from Comarch’s Sidney Dunn (Short Summary Show)
17 Jan 2022
Contributed by Lukas
In this short summary, I looked back on an episode with a Comarch executive, Sidney Dunn to hear this global loyalty technology leader share some key ...
#177: Subscription Programmes as a Must-Have Tool for Brand Success
12 Jan 2022
Contributed by Lukas
In this episode, I talk with Robbie Kellman Baxter, the world's leading expert on subscription pricing and membership models.Robbie is a bestselling a...
#176: Award-Winning Coalition Loyalty Program in Mauritius (Short Summary Show)
10 Jan 2022
Contributed by Lukas
Wiiv Rewards is a coalition loyalty programme in Mauritius, created by the country’s largest private company IBL Group and boast...
#175: eBucks South Africa Wins Best Loyalty Programme of the Year 2021 AGAIN!
05 Jan 2022
Contributed by Lukas
Listen and learn some impressive ideas and insights from eBucks, the loyalty program that was just awarded the title of “Best Programme of the Year”...
#174: UK Travel Loyalty Expert Insights from "Head for Points" (Short Summary Show)
03 Jan 2022
Contributed by Lukas
Let's Talk Loyalty talked with Rob Burgess, a leading travel loyalty expert in the UK, who created HeadForPoints.com to share his ideas on how to get ...
#173: Education and Inspiration - Ideas for Airline Loyalty Professionals
30 Dec 2021
Contributed by Lukas
Australia is a fascinating loyalty market led by two dominant airlines who have successfully built partner networks to make it incredibly easy for Aus...
#172: Vodafone's Very Me Programme - Partnerships Loyalty Strategy (Short Show Summary)
27 Dec 2021
Contributed by Lukas
"Very Me Rewards" was launched by one of the UK's top telecommunications companies in 2018, as a non-points-based programme, instead leveraging partne...
#171: Loyalty Insights from Italy
22 Dec 2021
Contributed by Lukas
Cristina Ziliani is the Professor of Loyalty Marketing and CRM at the University of Parma, Italy, where she has been leading the "Loyalty Observatory"...