Zombie = a person who has no energy, seems to act without thinking, and does not notice what is happening (Cambridge Dictionary definition). Adam Posner definition: Zombie loyalty program members = members of a program who don’t know why they are members, what’s in for them, don’t really identify or scan (or if they do, don't…
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Locky Wright – a Loyalty Leader powering Ryobi’s new member experience program
An interview by Adam Posner with Locky Wright - Loyalty and CRM Manager, ANZ Techtronic Industries (Australia) Pty Ltd – Consumer Division I’ve been looking forward to this Loyalty Leader interview (#27) with Locky, who is leading My Ryobi, the member experience program of the Ryobi Brand part of the TTI Group.With 2024 in progress,…
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Customer service VS loyalty program^ OR customer service AND loyalty program?
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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