A scenario recently played out in our household. A birthday. Record player wanted. A sizeable purchase (in the $100’s). Where should we get it? “I have a gift voucher for JB Hifi and I have a $10 welcome coupon from JB Hifi Perks. Let’s go there.” Did the gift voucher stimulate the decision to visit…
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Attention loyalty programs! Volume is for vanity, activity is for sanity
In our latest For Love or Money 2020 customer loyalty and loyalty program research, we benchmark members activity in their loyalty programs. In 2020, 46% of members indicate they are active in all of their programs. With this n mind, we believe programs need to focus on improving the activity of their members in their…
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Joyalty
“A magic moment of delight at delivery” With the huge increase in online purchases and delivery of orders, a simple opportunity often overlooked is what I have termed “a magic moment of delight at delivery” It’s the moment when you open up the delivery and instead of the boring box or bag, there’s a sprinkle…
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Loyalty is not a program. What is loyalty? (video)
As we develop customer loyalty in marketing, loyalty programs and retention marketing programs, we provide some of these insights in a loyalty insight of the week. “Loyalty is not a program. What is loyalty?” We have researched loyalty from a consumer’s point of view (beyond enrolling in a loyalty program) for the past 4 years…
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