Monthly Archives: September 2020

I’ve written about ‘surprise and delight’ before. I’ve written about ‘joyalty’ before. Both of these cover the opportunity for a magic moment at delivery. When I experience the reality of this, it makes me realise how some brands have worked out that every moment has an opportunity for magic. A recent delivery of some wine…

It’s a rant, it’s a plea, it’s really just a matter of longevity for loyalty programs to move beyond benefits and bonuses and solve a customer pain point. Programs are disappearing into the sea of sameness with all the usual points and perks, bonuses and benefits, birthdays and sales events, tiers and transactional offers. It’s…