Category Archives: Customer retention

I came across this word when reading the book ‘Brand Currency’ by Steve Susi (a former Amazon Exec). It’s an insightful and enjoyable read and in it he suggests ‘loyalty’ is the amplifier currency when optimising three other currencies: Money – the most popularInformation – the most powerful and Time – the most scarce In…

I’ve had the pleasure of working with a wide spectrum of brands and businesses on their customer loyalty strategies and specifically their current and future customer loyalty and rewards programs. When we discuss measures of success, the common measures defined are focused on ‘growth and gain’. In general terms, they are: Increasing member volume and…

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…