Episode 668

Loyalty KPI's with Brierley PLUS Capillary's Latest Acquisition Announced (#668)

Published on: 13th May, 2025

Today I'm chatting with Don Smith - well known to many of you for his role as the Chief Consulting Officer of Brierley which is now a Capillary Services Company.

Don shares his expertise around optimising some of the common KPI’s for loyalty professionals, the importance of the “mental mantle” of loyalty, as well as some of the big nuggets he learned from the recent Capillary Captivate Conference in Mumbai.

As one of the loyalty industry’s most respected brands, I’m thrilled to bring you some of Brierley’s unique frameworks and perspectives that can help us all build better programs. We also discuss Capillary's most recent news as they acquire Kognitiv Corporation, to enhance both their client portfolio and their position in the US market. 

Please enjoy our conversation.

This episode is sponsored by Capillary Technologies.

Show notes:

1) Don Smith

2) Brierley

3) Capillary Captivate Conference

4) An Economic Theory of Democracy (Book)

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About the Podcast

Let's Talk Loyalty
“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals.

If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world.

Check out our website on: http://www.letstalkloyalty.com/

About your host

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Paula Thomas

Paula Thomas is the Founder and CEO of Let’s Talk Loyalty and Loyalty TV.

Paula Thomas is an award-winning podcaster who founded the “Let’s Talk Loyalty” podcast and business in 2019, and Loyalty TV in 2023.

She has over twenty-five years blue-chip marketing experience, including almost a decade leading consumer loyalty programmes in multiple sectors including telecommunications, the energy sector, banking and airline loyalty programmes.

She is from Ireland and lives in Dubai.

Paula is a former judge for the “International Loyalty Awards”, and the author of the book “Driving Loyalty in Convenience Retail”.

She holds an Executive MBA from Smurfit Business College, one of Ireland’s top universities, and is a “Certified Loyalty Marketing Professional”.