Loyalty services

Retain the best. Grow the rest.

Do you want to design a new program?

Do you want to revitalise and future-proof an existing program?

"Working with Adam has opened our eyes to the unexpectedly huge world of loyalty. He has helped us to discover exactly what we want to get out of our loyalty program and how it can enhance our customers experience with our brand." Kate Save - CEO & Founder | Be Fit Food

Loyalty strategy and leadership alignment
Build your program strategy with leadership & team alignment on program vision, goals and measures of success
Design a distinctive and unique program proposition
Design a program structure with a differentiated and distinctive proposition utilising our proprietary Quality Program Proposition (QPP) to move your members from transactional to emotional connections.
Member and non-member research + Data Analytics = deeper loyalty insights to support strategy
Assess customer behaviour data for insights, combined with member & non-member research based on benchmarks from our ongoing For Love or Money™ studies
Evaluate the value and viability of existing and new program partners
Access our proprietary program partner evaluation model for revenue gain and member value-add
Identify and evaluate required loyalty technology
Identify and evaluate technology partners for the required program strategy and structure

What’s the problem with your program?
Identify the gaps and opportunities with your existing program with our 37-point future-proof diagnostic
Avoid the risks of changing a program structure
Evaluate the risks of changing a program with our unique risk mitigation model to identify the impact of loyalty program changes to the business and members
Build a team of loyalty champions
Develop a loyalty champion strategy and action plan to gain alignment, excitement and commitment
Assess your program's financial viability
Build a program financial model based on the program structure and member behaviour to deliver a positive Return on Loyalty investment
Avoid program failure with our Failure Factors Risk Mitigation and action plan process
We've identified up to 17 failure factors to provide our clients with a Failure Factor Risk Mitigation Model and action plan to avoid the death of a program (dramatic but realistic).

Other loyalty services
Ongoing loyalty mentoring
Supporting loyalty teams for ongoing program optimisation

Speaking, keynotes and tailored workshops
Tailored topics to educate and inspire participants on the power of loyalty and rewards programs

Bespoke Industry loyalty research
Tailored industry research on customer loyalty

Testimonials

Fitness and Recreation Industry Technology Summit

"It was an absolute pleasure having Adam on the Virtual Fitness & Recreation Industry Technology Summit in 2021. The content he shared was game changing as he talked through the nuances of loyalty programs. Nothing was lost in the educational value through using Zoom. The post event feedback has been very positive with…

Toyota

Hi Adam, I wanted to take the opportunity to sincerely thank you for presentation at yesterday’s SRO Loyalty & Retention Conference. Post the event we have received some very positive feedback from the Dealer Network. Specifically with regards to the loyalty messaging you provided, and how this tied in nicely…

Pearson

Hi Adam, Thank you for such an engaging and rich presentation. It was tremendous fun presenting with you, but even more than that, it is evident that your knowledge of the material was what made the presentation run so smoothly and delivered real value for the folks on the call.…

Global Custom Retail

We engaged Adam Posner as a strategic advisor to work with us to identify and quantify our current and potential customer growth opportunities. He has a unique ability to ask the hard questions in order to gain clarity on the opportunities to focus on. His understanding of the retail shopping…

GlobeWest

Adam very quickly grasped the nuances of our business, using understandable frameworks to enrich our understanding of customer engagement techniques and related commercial opportunities. He has a collaborative approach to internally upskilling businesses to action quick wins whilst considering broader strategic and technological needs. Adam’s input has already been felt with strong…

Baby Bunting

I worked closely with Adam over a period of 5 months defining the strategy for the new Baby Bunting Loyalty program. Adam has a wealth of knowledge in the Loyalty space and his proprietary models and frameworks helped us define what we believe is the best program for our business…

API (Soul Pattinsons and Pharmacist Advice)

Adam, The dust has settled (the exhaustion remains), but wanted to say thanks. A sincere thank you for your energy and attendance last week. We’ve had a lot of great feedback from that loyalty session, it sets us up well for the next iteration of our loyalty program offering. My feeling…

Bakers Delight

To whom it may concern, I cannot recommend Adam Posner highly enough as a true professional and expert in the loyalty space. As a Loyalty Manager with over 8 years of experience in the retail industry, I have had the pleasure of working with Adam in a consultant capacity on…

Be Fit Food

‘Working with Adam has opened our eyes to the unexpectedly huge world of loyalty. He has helped us to discover exactly what we want to get out of our loyalty program and how it can enhance our customers experience with our brand. Adam has taught us that although it’s easy…

For Love or Money 2018

‘I look forward to the For Love Or Money research study every year, and this year was no different. It's one of very few relevant retail studies I enjoy tracking that gives me actionable insights regarding whats changing, whats trending and what will be ‘mission critical’ considerations in the year…

Advantage Pharmacy Group

The Advantage Group sought Adam Posner’s engagement in a research project specific to the pharmacy industry. Adam was able to bring his knowledge of consumer behaviour and dimensions of loyalty, and expertly applied it to our niche market in order to obtain meaningful results. The processes to undertake the research…

For Love or Money 2018

Congratulations Adam Posner on today's publication of For Love or Money 2018. For Australian loyalty marketers, it's by far the most valuable annual consumer study and this year’s, is no exception. Delighted that Australian households continue to cite flybuys as Australia's favourite program.

Bed Bath N’ Table

Bed Bath N’ Table engaged Directivity (Adam Posner) to help navigate our business through the design, development and deployment of our first customer loyalty program. Adam’s process and experience provided us with the necessary framework to explore all loyalty options and the confidence to launch a program that was right…

Instigo Pharmacy Group

Adam Posner was a well prepared and enthusiastic presenter at our recent pharmacy conference. Adam's ability to combine his extensive loyalty research with the unique landscape of pharmacy made for a compelling presentation and encouraged the attendees to think differently about how valuable their loyalty program is currently and what…

BIG4 Holiday Parks

Adam has been a tremendous resource for BIG4 Holiday Parks as we looked to understand our membership program more and identify ways to improve it. The process was extremely robust and kept us asking the right questions at every stage. His willingness to get in and really understand our product…

Choice Hotels Asia-Pac

I engaged Adam to work with our business and franchisees to drive increased engagement in our loyalty program from all staff at all of our hotel properties. Adam joined the Choice Hotels senior team on a road show across Australia and New Zealand to present to our franchisees on the…

Horseland

We were a little overwhelmed with where to start we already had a loyalty program that needed reviewing. Adam was great helped worked through the objectives and how to go about the revamp. He held a workshop with our key members and was fantastic in getting engagement from the group.…

RSEA Safety stores

Before we met with Adam we were not quite sure what loyalty strategy would suit our business. After discussing our needs with him, it became clear that we needed to initiate a customer research study to identify what the opportunity was for our business and the relevance for our customers.…

RSL Victoria

Adam has delivered for our group key presentations on the loyalty landscape which have been overwhelmingly well received. The professional and engaging delivery of Adam’s research and experience is seen as a breath of fresh air in the industry as it is aspirational, informative and realistic. Adam was also a…

Early Settler

We partnered with Adam Posner to initiate a review of our existing “Home Club” member program with a view to designing a best-practice customer loyalty program. His depth of enquiry into our existing program’s strengths and challenges was a great start towards engaging the leadership team in a structured strategy…

Quest Hotel Apartments

In late 2012, Quest Serviced Apartment group was looking to review and revamp their loyalty program. We engaged Adam Posner to support us through the strategic process of this review. Adam advised and worked with us to develop a unique and innovative recognition and reward program to drive retention and…

For Love or Money

For Love or Money is the only truly complete and concise report available on the Australian loyalty landscape. It has become a valuable tool in our business for understanding shifts or trends in customer loyalty and how these relate to our brand. It is very clear that the researchers truly…

For Love or Money

The 'for Love or Money 2016' research is excellent. It’s great insight to how members view loyalty today and has been very useful to quote in support of our initiatives. I really liked the additional 5 insights this year, however would like to see the research push these insights beyond…

For Love or Money

At Hairhouse Warehouse we identified the importance of loyalty to our business and that our current program was not able to achieve our strategic business objectives. We have spent the last two years embarking on a critical project to transform and redevelop our loyalty program. This involved completely overhauling the…

For Love or Money

For Love or Money 2016 is a highly useful and informative research report, and the most comprehensive insight on Australian loyalty I've seen to date. The loyalty research studies from Directivity have quickly become the go-to resource for loyalty marketers in Australia.

For Love or Money

“The research studies from Directivity and Citrus on Australians’ attitudes to loyalty programs are comprehensive and valuable, and this most recent study is an excellent piece of work, adding depth and greater insight.”

BlueScope Australia and New Zealand

From a B2B loyalty perspective, the 'Share the Love' report provided me with deeper insights into the drivers and motivations of loyalty program members. I will use these insights to connect back to how loyalty is formed in a business to business framework. Specifically, understanding the reasons for defection from…

Share the Love

Share the Love is a hugely valuable study, shedding light on some key vital statistics of loyalty marketing in Australia. Both client organisations and their advisers are likely to find this research challenges the ‘received wisdom’ of studies conducted overseas.

Share the Love

Share the Love provides deep insights into how and why Australians use loyalty programs. This is an invaluable piece of current local research for anyone taking a close look at loyalty in Australia.

Share the Love

Share the Love provides an insightful view into Australian consumer’s perceptions on loyalty programs. As Marketing Director of Thirsty Camel’s Hump Club loyalty program I found the information broken down by demographic (age and gender) particularly interesting, proving that a ‘one-size fits all’ model is ineffective in today’s environment. ‘Share…

Share the Love

Share the Love really lifts the lid on what motivates members to be closer to the program they are a member of. There are some actionable insights for marketers to enhance the connection to their customers which translates into more revenue for their business. This is a valuable report for…

Share the Love

It’s a great piece, and there are some terrific insights, especially relevant to those already in the loyalty game and wanting to extract maximum value from their program.

Share the love

The research studies from Directivity and Citrus on Australians’ attitudes to loyalty programs are comprehensive and valuable, and this most recent study is an excellent piece of work, adding depth and greater insight.