Category Archives: Customer retention

I’ve been presenting the full research findings from For Love or MoneyTM 2020 to various brands and I am always asked for an insight from the findings, a recommendation or my point of view. Below are 25 findings, insights and a few teasers I have gleaned from For Love or MoneyTM 2020. Some are just…

This week Woolworths have been fined by ACMA for spam emails. As we all dive in and debate the do’s and don’ts, what’s right, what’s wrong and start to review the systems and processes to avoid this, one of the many lessons here for me is realising the truth of the cost of lost members.…

BP Rewards is being promoted everywhere or so it seems to me. Perhaps it's confirmation bias in that all I see everyday are rewards and loyalty programs and because of BP's vast and visible network (plus a TV campaign), all I see everywhere is BP Rewards. They have made BP Rewards even more accessible with…

How is your program different vs competitors? How is your program distinctive to match your brand? At the intersection of different and distinctive lies uniqueness. Challenge yourself to find uniqueness for your program so you are no longer lost in the sea of sameness. https://youtu.be/4HGZKZxQCuI