Bed Bath N’ Table engaged Directivity (Adam Posner) to help navigate our business through the design, development and deployment of our first customer loyalty program.
Adam’s process and experience provided us with the necessary framework to explore all loyalty options and the confidence to launch a program that was right for our business and for our customers.
Guiding our team through loyalty workshops, value proposition development, rigorous evaluation, modelling and ongoing mentorship and support, Adam was a valued partner throughout the experience helping us to tackle the complexities of customer loyalty and launch a program that would have a positive impact on our customers and our business growth plans.
I would highly recommend Adam to any business wanting to explore customer loyalty for a new or existing loyalty program.
Andrew Mackie - Marketing
The Dempsey Group
Bed Bath N’ Table | The Works | Domestic Textile Corporation
Adam Posner was a well prepared and enthusiastic presenter at our recent pharmacy conference. Adam's ability to combine his extensive loyalty research with the unique landscape of pharmacy made for a compelling presentation and encouraged the attendees to think differently about how valuable their loyalty program is currently and what potential future initiatives could add more value for the customer and the pharmacy.Shannon Kerr, Group Marketing & Operations Manager Instigo Pharmacy Group
Adam has been a tremendous resource for BIG4 Holiday Parks as we looked to understand our membership program more and identify ways to improve it. The process was extremely robust and kept us asking the right questions at every stage. His willingness to get in and really understand our product and customers set him apart from other agencies I have worked with. This made the relationship very productive and we landed in a great space with the confidence to take the program forward. I wouldn’t hesitate to recommend Adam and his program for any business looking to evaluate their program or implement one.Cam Davies, General Manager Sales and Marketing - BIG4 Holiday Parks
I engaged Adam to work with our business and franchisees to drive increased engagement in our loyalty program from all staff at all of our hotel properties.
Adam joined the Choice Hotels senior team on a road show across Australia and New Zealand to present to our franchisees on the tangible benefits of having and promoting a loyalty program.
Adam put together some insightful and inspiring content that was received extremely positively by our franchisees and ultimately has resulted in a dramatic increase in properties enrolling more members which has also led to tangible revenue increases through the program.
I’d highly recommend Adam to any other brand looking to achieve a similar thing. He has been extremely professional in his approach and great to work with.Matt Taylor, General Manager, Marketing, Choice Hotels Asia-Pac
We were a little overwhelmed with where to start we already had a loyalty program that needed reviewing. Adam was great helped worked through the objectives and how to go about the revamp. He held a workshop with our key members and was fantastic in getting engagement from the group. His knowledge was beneficial in terms of industry programs where we could win and where we could lose. I would highly recommend Adam to work with if you are looking to either introduce or upgrade your existing rewards program.Kate Peddie, Marketing Manager – Horseland
Before we met with Adam we were not quite sure what loyalty strategy would suit our business. After discussing our needs with him, it became clear that we needed to initiate a customer research study to identify what the opportunity was for our business and the relevance for our customers. The research that Adam scoped and the results presented were very insightful and provided a clearer direction on our loyalty strategy. It was a valuable piece of work.Brandon Chizik, Managing Director RSEA Safety stores
Adam has delivered for our group key presentations on the loyalty landscape which have been overwhelmingly well received. The professional and engaging delivery of Adam’s research and experience is seen as a breath of fresh air in the industry as it is aspirational, informative and realistic. Adam was also a valuable contributor to our annual review as a workshop facilitator with our key decision makers in 2015, through which we have made a number of improvements to our programBrad Swain, Marketing and Communications, RSL Victoria
We partnered with Adam Posner to initiate a review of our existing “Home Club” member program with a view to designing a best-practice customer loyalty program.
His depth of enquiry into our existing program’s strengths and challenges was a great start towards engaging the leadership team in a structured strategy session that provided us with the 9 key areas to focus on as we deploy our new programSimon O’Mahoney, Chief Operations Manager, Early Settler
In late 2012, Quest Serviced Apartment group was looking to review and revamp their loyalty program. We engaged Adam Posner to support us through the strategic process of this review. Adam advised and worked with us to develop a unique and innovative recognition and reward program to drive retention and referrals for our network – a program based on surprise and delight and one, without points!
After Adam had completed some intense data analytics and financial modelling, the program came to life in August 2013. It has now been implemented across the group with great success and terrific feedback from all involved. Through-out the process, Adam shared his insights, passion and dedication to this strategy and together with our team, helped to make this innovative customer loyalty idea – a successful reality.Anthea Dimitrakopoulos, Customer Contact Centre Manager, Quest Hotel Apartments
For Love or Money is the only truly complete and concise report available on the Australian loyalty landscape. It has become a valuable tool in our business for understanding shifts or trends in customer loyalty and how these relate to our brand. It is very clear that the researchers truly understand customer loyalty in detail and are well versed in translating the data collected into valuable insights. We are definitely looking forward to the release of the next study.Tanya Fernandez,
The 'for Love or Money 2016' research is excellent. It’s great insight to how members view loyalty today and has been very useful to quote in support of our initiatives. I really liked the additional 5 insights this year, however would like to see the research push these insights beyond loyalty programs. Also a deeper dive into customer verbatims would add more richness to the facts and figures. Well done Adam!Lee Martin,
At Hairhouse Warehouse we identified the importance of loyalty to our business and that our current program was not able to achieve our strategic business objectives. We have spent the last two years embarking on a critical project to transform and redevelop our loyalty program. This involved completely overhauling the program from its mechanics, functionality right through to the design elements of the and look and feel. This project required extensive research and analysis, and a key part of this research was the consumer study into Australian Loyalty Programs produced by the Directivity group.
These annual loyalty reports are an invaluable insight into the Australian loyalty landscape, which we used to compliment and support our own consumer research. I can highly recommend these reports to anyone working in the loyalty space as they are extremely informative, thorough and presented in an engaging and attractive manner.Sian Paterson ,