Description

For Love or Money™ 2024 – Australia: Comprehensive report WITH a presentation from the author

Benefit from both the research and a presentation from the the author of the research, Adam Posner, a loyalty program specialist.

Adam will personally present a summary of the findings and their impact on the future of customer loyalty and loyalty programs.

Please note:

1. Content for the presentation will be adapted to ensure the areas of the research are relevant to the audience.
2. The presentation will be online or in-person subject to location. (If travel is required, all expenses will be charged at cost).
3. The presentation can be attended by up to 15 people. Additional attendees will be quoted on request.

“I commend Adam Posner to any business looking for insight on the Australian retail loyalty landscape.  We have subscribed to his For Love or Money™ research for a number of years now to guide our marketing planning, but chose to have the latest report delivered in person via a tailored presentation. This was a thoroughly worthwhile investment, with Adam’s engaging speaking style and relevant examples really adding to the engagement with the content.  Our marketing team dedicated two hours to the session and really valued the ability to ask questions specific to our industry.  I have received only positive feedback from the team and will look to repeat with future editions.” Lauren McFaul – Head of Customer Relationships – Viva Energy Australia

What’s in this report that will make a difference to your customer loyalty strategies and loyalty program success?

This is the 12th edition of the annual Australian consumer research study tracking key trends and insights on customer loyalty and loyalty program.

The research report has nine sections with 34 areas of research identifying loyalty program members’ views on various dimensions of customer loyalty and loyalty programs impacting strategy, structures, rewards, experiences, technology, and data and so much more.

• 12 of the 34 areas researched are NEW with benchmark results for 2024.
• 22 areas researched track trends of results revealed between 2013 to 2024.
• 52 insights are summarised with a point of view (What’s the Point?)
• 100’s of deeper insights are identified across segments of gender and generations.

Here’s the detail of what’s in the comprehensive report:

Section 1: Loyalty is not a program. What is loyalty?

• Brand loyalty. Achieving the Loyalty Peak
• The 14 dimensions of loyalty: What does loyalty mean to a brand? (NEW DIMENSIONS)
• Brand loyalty and economic uncertainty (benchmark trends)
• Emotional loyalty (NEW)
  • Myth or reality?
  • 12 moments making it real
  • Who cares?
  • The finance of feelings. How do brands benefit?

Section 2: The Australian loyalty program landscape

• Profiles of loyalty program members
• Number of memberships
• Memberships by gender, age and income
• Memberships by generations and age segments
• Who loves loyalty programs? 10 or more memberships
• Active participation in loyalty programs

Section 3: The Loyalty Program Experience Index SPVx

• Ranking three key variables for optimising the loyalty program member’s experience
• The Loyalty Program Experience Index SPVx
• 88 Australian loyalty programs scored with the Loyalty Program Experience Index SPVx

Section 4: The impact of loyalty programs on the brand experience and members

• What’s the deal with subscription programs? Preference, membership and guilt
• Member interaction, identification and payment integration
• Is card-linking hot (or not)?
• Gamification and loyalty programs (NEW)
• Offering exclusive events or entertainment experiences as a reward. What benefits do members want? (NEW)

Section 5: Loyalty program friction: Face up to 21 member frustrations

• 21 friction points of loyalty programs (NEW)

Section 6: Subscriptions, member interaction methods, card-linking, gamification, and exclusive events

• What’s the deal with subscription programs? Preference, membership and guilt
• Member interaction, identification and payment integration
• Is card-linking hot (or not)?
• Gamification and loyalty programs (NEW)
• Offering exclusive events or entertainment experiences as a reward. What benefits do members want? (NEW)

Section 7: The Collection of Six Currencies loyalty program members care about?

Section 8: Joyalty* Programs. For fun or finance?

• What can loyalty programs do to add more Joyalty* to members’ lives?
• Members share their Moments of Magic (NEW)
• Do Joyalty* Moments of Magic create greater expectations (NEW)
• The benefits of Joyalty* Moments of Magic to a brand (NEW)

Section 9: Loyalty programs and data. Collection, protection, trust, and personalisation

• Loyalty program data collection and use: enhancing the experience or invading privacy?
• What do members consider when providing their data to loyalty programs?
• Loyalty program data and trust: the Net Data Trust (NDT) score
• Impact of data security breaches on loyalty program members’ attitude to the data value exchange. How do members feel about sharing their data with loyalty programs?
• What are the concerns members have when sharing their data with loyalty programs?
• Loyalty programs and personalised communications. Is it improving?