112. Loblaw's VP and GM of Loyalty, Noah Goldberg: “The best loyalty programs don’t reward spend. They reward behavior.”

Everyone has a loyalty program, but very few brands actually create loyalty. In this episode of OFFBounds, Paula Macaggi sits down with Noah Goldberg from Loblaw Companies Limited to unpack what it really takes to build one of the most widely used programs in the world. As the leader behind PC Optimum, with nearly 16 million members, Noah shares how loyalty operates at scale and why it goes far beyond points and discounts.

The conversation explores the shift from rewarding transactions to rewarding engagement, and how digital behavior has become the foundation of modern loyalty programs. It also dives into the complexity behind creating a simple customer experience, the role of first-party data and retail media, and how AI will change the way customers interact with loyalty in the future.

Creators and Guests

Host

Paula Macaggi

Informing Commerce Leaders | Founder of OFFBounds - #1 Podcast for Commerce Leaders | Speaker | Reta Awards Judge | Top Retail Expert 2024

Editor

Bicho de Goiaba Podcasts

A Brazilian podcast producer. Main clients: Coca-Cola, PepsiCo, Grant Thornton, SKF and Alelo.

What is OFFBounds Retail?

OFFBounds is a podcast where commerce executives share their perspectives, successes, and lessons learned in their careers to inspire other global leaders in their journey and decision-making.

Every week, the host Paula Macaggi meets industry leaders to discuss business strategies, careers, and leadership in one-on-one conversations challenging the limits of borders and boundaries.

Paula unveils the person behind the leader and brings to her audience of commerce executives experiences to relate, motivate, and reflect on decisions that are shaping commerce.

OFFBounds is the first podcast recorded in person with audio and video featuring executives in commerce from around the world.