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 ,
For Love or Money 2016 is a highly useful and informative research report, and the most comprehensive insight on Australian loyalty I've seen to date. The loyalty research studies from Directivity have quickly become the go-to resource for loyalty marketers in Australia.Phil Hawkins,
“The research studies from Directivity and Citrus on Australians’ attitudes to loyalty programs are comprehensive and valuable, and this most recent study is an excellent piece of work, adding depth and greater insight.” Phil Hawkins - Head of Loyalty Operations, ColesPhil Hawkins,
From a B2B loyalty perspective, the 'Share the Love' report provided me with deeper insights into the drivers and motivations of loyalty program members. I will use these insights to connect back to how loyalty is formed in a business to business framework. Specifically, understanding the reasons for defection from a program and the impact this will have on the brand, has given me the opportunity to ensure the success of our loyalty program. Well done Adam Posner and Pete Noble - you have truly shared the love with this report.Peter Zafiris,
Share the Love is a hugely valuable study, shedding light on some key vital statistics of loyalty marketing in Australia. Both client organisations and their advisers are likely to find this research challenges the ‘received wisdom’ of studies conducted overseas.Alistair Wright,
Share the Love provides deep insights into how and why Australians use loyalty programs. This is an invaluable piece of current local research for anyone taking a close look at loyalty in Australia.Angela Heck,
Share the Love provides an insightful view into Australian consumer’s perceptions on loyalty programs. As Marketing Director of Thirsty Camel’s Hump Club loyalty program I found the information broken down by demographic (age and gender) particularly interesting, proving that a ‘one-size fits all’ model is ineffective in today’s environment. ‘Share the Love’ is a must-read for anyone running, or considering developing, a loyalty program for their business. I certainly have a few pages of notes and actions to follow up on for our program after reading it.Leah Grinter,
Share the Love really lifts the lid on what motivates members to be closer to the program they are a member of. There are some actionable insights for marketers to enhance the connection to their customers which translates into more revenue for their business. This is a valuable report for any marketer who wants more loyal customers.Dave Prior,