Category Archives: customer loyalty and retention

“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…

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…

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…