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…
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Loyalty programs – please rise above the points and perks and solve a customer problem
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…
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Before, during and after reward redemption – three moments to leverage loyalty program success
“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…
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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…
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