Media, Videos & Podcasts

New World Loyalty Podcast #8

Practical advice on what loyalty programs can do in times of trouble.

Dots, Lines & Destinations

DLD 274: Inside the data of loyalty

Topics in the podcast interview with Mark Ross-Smith.

  • Just how different is “loyalty” in North America versus other markets?
  • Baby steps in elite status or other tipping points that make travel better and getting passengers hooked
  • Some interesting games that can be played with data and how programs are mining details

And lots, lots more.  Full link here.


Australian Frequent Flyer interview – Loyalty Data Privacy

The ACCC recently released a damning draft report into Australian loyalty schemes, calling out practices that it says may shock consumers and putting loyalty program operators on notice. In this episode, Matt chats to airline loyalty and data expert Mark Ross-Smith about the ACCC’s findings and recommendations. This interview covers topics including data privacy, the expiration and devaluation of frequent flyer points, carrier charges and much more.


Episode contents:

  • 1:09 – Fortnightly news round-up
  • 8:07 – Interview with Mark Ross-Smith

Full track and details available at AFF on AIR


London Loyalty Summit – Episode 3

Summary of key take-outs from the Loyalty Summit in London featuring Mark Ross-Smith, David Feldman and Iain Pringle.


Careers in Loyalty – Episode 2

The team looks at how to build a career in loyalty – how to get started, how has the industry evolved, where is it going and how to get ahead? Featuring David Canty, Phil Gunter, Alan Lias and Iain Pringle.


Brand Loyalty – Episode 1

In the first New World Loyalty podcast the team explores when loyalty is right or wrong for a brand, where have we seen loyalty work best and if programs are so great why do they close?



Media Requests

For media and event speaker requests, email: [email protected]

Mark Ross-Smith – Speaker Bio [pdf]