Customer loyalty in marketing insights

Review and revitalise your loyalty program’s six zones of performance for the new reality

(This article is a follow up and a slight refresh to this one I posted on April 17th) No matter how you see the world today and how you think it will be tomorrow or the next day – “the future ain’t what it used to be” (Yogi Berra). The reality is, we are in…

Loyalty is not a program. What is loyalty? It’s a mission of mine to help brands realise the value of customer loyalty as an outcome. To achieve this, I believe we need to first understand what loyalty is - beyond enrolling in a loyalty program. Why? When you have clarity and alignment in your business…

Recognition and reward programs with surprise and delight

A call out to all brands and businesses who have customers you care about. Evolve your transactional relationship of revenue to an emotional connection of care. Why? The brutal reality is, many of us are feeling some sense of anxiousness, concern, frustration or all of these at the moment and your customers need a little…

Typically, brands who manufacture and wholesale through a reseller channel or intermediary, have access to aggregated sales data. However, they will have little or no data to really know their end customer more deeply - data that is identifiable, consented and contactable, with the opportunity for dynamic dialogue. Why is it important to really know…

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