What’s the point? Ideas, insights and interviews

When I saw the brand that I love in red - so bold and so bright, it triggered an emotion, a feeling of being connected with the brand and dare I say it…’love for the brand’. It also had a compounding impact by the relevance of red as one of the colours of the time…

2019 look back and learn The loyalty and rewards program landscape in 2019 was vibrant with a few moments worth remarking on. Here are 11 with some key learnings (my point of view):    1. ACCC report on loyalty programs (‘scheme’s) The ACCC released a ‘Customer loyalty schemes draft report’ with findings and recommendations on consumer…

My model for building thriving loyalty programs has three dependent ingredients that need to operate in harmony. 1. Meaningful and desirable for the members 2. Profitable and sustainable for the business 3. Believed in by the team The program is meaningful and desirable for the members: The program's proposition(structure, benefits and experience) need to motivate behaviours that…

One of the most common questions I receive on my loyalty travels relates to program structures and benefits...which loyalty program structure and benefits do members prefer? Before answering this question I begin with a set of 'strategy before structure' questions to gain clarity on: Why a program? Do you really need a program? (This is…