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.

Please enjoy our conversation.

This episode is sponsored by Capillary Technologies.