Category Archives: Rewards Programs

Loyalty Leader Elisse Jones – passionately powering up loyalty for Total Tools

An insightful interview with Elisse Jones – National Loyalty Manager: Total Tools In the first of a series of articles I am writing in 2020 on ‘Loyalty Leaders’, I had the pleasure of interviewing Elisse Jones – National Loyalty Manager of Total Tools. Total Tools is Australia’s leading professional tool retailer with 82 stores nationwide…
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How to mitigate the risks of 13 loyalty program failure factors

Focusing on the success of a loyalty program is important. However, being pessimistic about why a program fails is also prudent. I’d like to share the loyalty program failure factors and how you can plan to mitigate the risks of failure. The failure factors are provided to you with gratitude and reference to The Delphi…
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Joyalty. One word says it all.

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…
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The cost of lost customer loyalty

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…
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