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How are you? How have you coped during this topsy turvy year? Have you managed to get to know your members even deeper than ever before? Have you managed to influence some of their behaviours and beliefs (remember the definition of loyalty I provided you?). Have you still delivered to the expectations your business has…

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…

“The barista at my regular café stamps my card with each purchase. When I get to my freebie (which takes me 9 days @ 1/day) I do feel a sense of achievement. However, here’s the kicker… when he gives me my new card to start all over again (my mind says…oh well another 9 days…