Customer loyalty in marketing insights

26 years of living (and loving) the loyalty program landscape

An interview with Phil Hawkins – Head of Loyalty Operations at flybuys I had the pleasure of meeting up with Phil to chat about his experience over the past 26 years in the world of loyalty programs. It was a privilege for me to listen to his wisdom and views on the past, present and future…

One of the most powerful motivators of a tiered loyalty program is what happens “on the other side of the rope”. Being rewarded with the benefits earned in a higher tier of a loyalty or rewards program creates a sense of: “I feel special” (exclusivity); “Look at me” (status) and “I’ve earned this” (achievement). The…

Many loyalty and rewards programs offer their members a range of benefits and rewards that can be earned and/or redeemed with external partners and their products and services. Adding an external partner and relevant benefits can sometimes be seen to be an easy way to add value to members and often the revenue opportunity can…

You can break open a loyalty program fortune cookie (or 5) and hope that the wisdom revealed will become your reality. Alternatively, you can focus your energy, time, team and investment on these five actions to help you realise the loyalty program fortune you desire: 1. Create a vision for your loyalty or rewards program.…

What’s the point? Ideas, insights and interviews

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