Category Archives: Customer retention

The ACCC review of loyalty programs (‘schemes’​ …ouch!)

The recent ACCC Customer Loyalty schemes draft report ('schemes' is such a negative word) can be viewed from a defensive point of view (just like my view on the word 'schemes') or from an abundant point of view - an opportunity for programs to improve! Besides the 'schemes' terminology, I am going to focus on some of…
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Subscription guilt – myth or reality?

What do the following have in common? Amazon Prime, Netflix, Bed,Bath & Beyond, Old Pueblo Traders, Gamestop, Deliveroo, Costco, Restoration Hardware, Lululemon, Burger King, Supercheap Auto, Adairs, The Coffee Club, Hoyts Rewards, QFF, Cinemark, Accor Plus, Sam’s Club, Uber, Lyft (US) and not to forget gym memberships. They all provide some variation of a fee-based…
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Two issues impacting the value and viability of loyalty programs

Attention loyalty program marketers. Let’s lift our game. This may be read as a rant. I prefer you understood it as a call to action. If you are a marketer of any type of loyalty or rewards program (see definition at end of article), then please spend a few more moments reviewing this article and…
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