Blog

Saving loyalty programs from extinction

“The future happens very slowly, then all at once” Kevin Kelly – founding executive editor of Wired Magazine The world we live in now moves at such a pace that change from niche to mass seems to hit without notice, changing the status quo of many entrenched ways of living our lives. An area that…
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How do marketers measure the success of their customer loyalty strategies?

In our latest loyalty research study ‘for love or money 2017: Customer loyalty – the marketers’ point of view’ we put forward 16 different metrics to understand how marketers measure the success of their customer loyalty strategies. The 16 measures provided were (in randomised order): Customer satisfaction Repeat purchase rate Return on loyalty investment Profit…
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What does it take for your organisation to be a leader in customer loyalty?

In our loyalty research study ‘for love or money 2017: Customer loyalty – the marketers’ point of view’ we wanted to understand what factors an organisation should focus on to be a leader in customer loyalty. The options for consideration were: Clarity on loyalty objectives Senior executive commitment to loyalty Ongoing reporting of success Total…
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Loyalty programs, blockchain and cryptocurrency – where’s the opportunity?

Frequent flyer programs have popularised loyalty programs worldwide and specifically the “currency of collection” - points. Not only the domain of airlines, points are also often used within loyalty program structures by credit cards, hotels, retailers and other categories of business as a mechanism to allocate value to buying behaviors – I transact, I earn points and I redeem…
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