Client feedback on Valuable Loyalty Marketing

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 referrals for our network – a program based on surprise and delight and one, without points!

After Adam had completed some intense data analytics and financial modelling, the program came to life in August 2013. It has now been implemented across the group with great success and terrific feedback from all involved. Through-out the process, Adam shared his insights, passion and dedication to this strategy and together with our team, helped to make this innovative customer loyalty idea – a successful reality.”
Anthea Dimitrakopoulos – Customer Contact Centre Manager, Quest Hotel Apartments

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 session that provided us with the 9 key areas to focus on as we deploy our new program”
Simon O’Mahoney – Chief Operations Manager, Early Settler

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 valuable contributor to our annual review as a workshop facilitator with our key decision makers in 2015, through which we have made a number of improvements to our program”
Brad Swain – Marketing and Communications, RSL Victoria
Adam worked with us to develop a research piece into loyalty in the Australian golf market, then put together an engaging presentation that drew on his extensive expertise and experience, as well as our market research, to provide highly relevant and engaging content for our audience. Throughout the process Adam was acutely aware of our brief, and worked hard to make sure his presentation delivered for our audience. It was a pleasure working with Adam, and we appreciated his support that helped ensure our inaugural Forum well and truly delivered on our goal of a professional event with quality education and content, delivered by effective presenters.”
Andrew Davies – Director, WellPlayed Golf Business Consultancy
Adam Posner has been instrumental in helping Milwaukee research and develop the value and viability of our loyalty program strategy. From the time he facilitated the team workshop, through to his advice on program structure, financial modeling and research, he has been a dedicated loyalty professional. I recommend Adam to any business that is serious about their customer loyalty strategy.”
Marcus Monch – Marketing Manager, Milwaukee Tools Australia
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 tangible benefits of having and promoting a loyalty program.
Adam put together some insightful and inspiring content that was received extremely positively by our franchisees and ultimately has resulted in a dramatic increase in properties enrolling more members which has also led to tangible revenue increases through the program.
I’d highly recommend Adam to any other brand looking to achieve a similar thing. He has been extremely professional in his approach and great to work with”
Matt Taylor -General Manager, Marketing, Choice Hotels Asia-Pac
When we set the task of building a customer care approach to newly acquired customers – understanding the drivers, nuances and levers required to ‘welcome’ them into our fold, then retain their custom into the medium and long term – I knew that Adam would be able to assist us with this task. From a clean sheet, Adam not only helped develop the thinking but also the execution of what we now call our ‘Welcome to Visy Boxes & More’ communication pack.
If customer care and retention is your focus, you need to get in touch with Adam Posner”
Joel Shulkin -Strategic Marketing Manager, Visy Boxes and More
Adam ran an action packed workshop to help the education team determine the structure of a loyalty program. Adam drove the process extremely well managing to keep the team focused. A clear action planned was established by the end of the day”
Simon Whiston – Modern Teaching Aids
We engaged Adam Posner to help us review and revitalise our Member Rewards program. Adam initiated this process with an engaging team workshop that diagnosed the programs strengths and challenges with a focus on our objectives. We have also engaged Adam to help us find a suitable rewards fulfilment partner and his independent view on this has been very valuable. Overall, Adam’s experience in loyalty has been a guiding light in the process and his support to our business has been excellent”
Tom Doolan – Iri_Aztec
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. His knowledge was beneficial in terms of industry programs where we could win and where we could lose. I would highly recommend Adam to work with if you are looking to either introduce or upgrade your existing rewards program.”
Kate Peddie – Marketing Manager – Horseland
Over the past 2 years we have worked closely with Adam Posner to scope and develop loyalty programs for our two leading brands (Medibank Icehouse and Mt Buller Ski Resort). Adam brought with him considerable expertise and insight and was able to think outside the square to create overarching plans which include innovative and brand relevant return visitation strategies. He is personable and committed to the brands he represents and his foresight was valuable in developing strategies that were actionable and relevant.”
Jacqui Whitby – Group Sales & Marketing Manager
After reading Directivity & Citrus’ research, Pharmore Pharmacies as a business identified that there was an enormous opportunity to reinvent our loyalty program and engage with our customers on a more meaningful level. We made this a key strategy for our business for the next 5 years and we aim to deliver an industry best loyalty program, launching in July 2014. We engaged Adam to assist us with the development of our new loyalty program and ensure we could differentiate our offering. Adam’s intimate knowledge of loyalty programs and customers reactions and experiences across many varied industries, proved invaluable in our initial development workshop, where he provided both guidance and facilitation. Following our first workshop, Adam ensured that we had a clear and concise steps to progress with the development of our program in months to come, providing us the tools to ensure we could measure and meet our KPI’s. Adam armed us with a clear road map from Concept through to Execution. Since our initial workshop, Adam has gone well beyond the scope of the original brief, offering assistance and commentary readily to ensure that we would get the best outcomes from every step. Adam has not only willingly shared his vast knowledge and experience, he has changed our views on what a loyalty program should REALLY be. We now keenly share his passion, and are committed to succeeding with what will be an Industry leading loyalty program.
Leah Proud – Merchandise and Marketing Manager – Pharmore Pharmacy Group
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. The research that Adam scoped and the results presented were very insightful and provided a clearer direction on our loyalty strategy. It was a valuable piece of work.”
Brandon Chizik – Managing Director RSEA Safety stores
Adam has provided us with a structured approach to developing our B2B Relationship Marketing Program. His ability to ask the right questions and share his customer loyalty program experience has been crucial in the development of our program.”
Ryan Scott – Creative Manager – NHP Electrical Products
Adam has provided our B2B loyalty program with some actionable strategic insights to help us evolve our program to be more meaningful to our business customers. He has an ability to see the bigger picture of the program’s direction and then add his extensive knowledge and passion for loyalty to ensure we achieve the outcomes we have set.”
Peter Zafiris – National Sales and Marketing Manager at BlueScope Steel
Adam added great value to our strategic planning of our loyalty program
Dana Salim – Marketing Manager – Eastland Shopping Centre
Adam Posner was able to bring all of his experience in developing high quality consumer experiences into the not-for-profit world, where Greenfleet is trying to create a new form of engagement for its supporters. His hosting of a great workshop created an inclusive and strong vision for a new way of increasing the connectivity of Greenfleet
Justin Glass – Greenfleet

Client feedback on Resilient Marketing Strategies

Travel Superstore Management Team worked with Adam to review our marketing and communication strategies. His 7M Marketing Methodolgy is a structured and valuable framework helping us focus our marketing on measureable and profitable activities. It is now our go-to marketing template for success and continues to be referred to and updated as our business changes.

Adam used this methodology during a workshop, seamlessly extracting ideas from the team to ensure it was a collaborative and accountable effort. We would have no hesitation in utilising Adam and Directivity in the future to assist in further development of our marketing and communications strategy.

Kevin Bishop – General Manager – Travel Superstore

Dear Adam, Just a quick note to thank you for your incisive insight and determined drive which lead to the development of our State of Readiness Communications Model. Working with our various stakeholders you have managed to bring clarity to where there was once just complexity, which will now unite and empower people to bring about enhanced outcomes to those people most at risk of bushfire. Your depth of experience in strategy , multi-channel marketing and customer loyalty was enormously comforting and equally matched by your unwavering passion to these disciplines and our project. I look forward to sharing with you some of our case study success stories in the near future.
Kind regards
Paul Harris Team Leader Local Planning
CFA Headquarters – Fire and Emergency Management
We recently enlisted Adam Posner from Directivity to assist our company in consolidating our goals and implementing a path to purchase for our potential client base as we move forward and launch our B2C website. We all found Adam’s energy and passion to be infectious and his ability to challenge and maintain focus with our management team was much appreciated. It is simple decision for us, as we see this as the start of journey that Adam and Directivity will become an integral part of. ! Travel Superstore recently enlisted Adam Posner and Directivity as a result of having a management meeting around client retention. We had a number of preliminary conversations with Adam by phone which gave Directivity a greater understanding of our company and the value proposition we hoped to deliver to our customers upon launching our website. The conversations resulted in an intensely productive workshop. Adam facilitated effectively and kept our management team engaged by challenging our ideals, concepts, processes and beliefs. The end result so far is a framework and clear path for Travel Superstore to progress. We have no doubt that Directivity will be in an integral partner on this journey of progression and growth.
Kevin Bishop – General Manager – Travel Superstore
I’ve known Adam for just on 20 years. In that time he has elevated himself to one of Australia’s foremost authorities on loyalty and data-driven marketing. His analytical skills are tempered with a customer-focused “gutfeel” that allow him to uniquely evolve behavioural lead insights to customer- centric, ROI driven “engagement” strategies. ! If you have the opportunity to work with Adam you will certainly benefit from his ability to create and drive relational marketing programs that enhance long-term, profitable, customer relationships. He’s also not a bad bloke.
Alastair Akhurst – Partner – Solomon Partnership
Adam is an accomplished marketer and strategist. I have worked with Adam on critical business initiatives and he has consistently created, communicated and executed innovative marketing programs. Adam spends the time to truly understand our business, our challenges and always applies a unique view and direction. I highly recommend Adam to any business seeking a point of difference to deliver profitable results.
Peter Zafiris – National Sales & Marketing Manager at BlueScope I Distribution Division
Adam is a great facilitator, adding enormous value to strategy planning sessions and processes. He is extremely thorough in his preparation which leads to great sessions and outcomes. Highly recommended.
Emma O’Halloran – Marketing Manager at The Big Issue
Adam is an outstanding Marketer, Business Marketing Consultant and Marketing Mentor. He has assisted myself and my associates to better understand the purpose and value of our own marketing endeavors and has also assisted us to focus on those marketing exercises which provide us the greatest level of return for our investment. Adam is the consummate professional.
Kane Hammond – CEO and Co-Founder of The Global Beauty Group
I have been working with Adam over the last three or so months with the aim of improving the marketing of my business and its profitability. Adam has developed a methodology that ensures that such improvements are made by following a very structured seven step process. Following, and documenting, this process has been of great value to me and is starting to deliver tangible benefits. It ensures that you look deeply into why your business exists, why you are in that business and how to construct sensible and measurable benefits, moving forward. In addition to having designed a great process, Adam is very insightful and clearly understands what makes the consumer “tick”. I have no hesitation in recommending Adam, whether you have a start up business or one that has matured and is in need of a clearer focus.
Michael Fox – CEO, Fox Conveyancing

Engaged to overhaul and advise us on our current and future marketing strategies, Adam Posner has been working with Overnewton Anglican Community College since early in 2014. Talking with, listening to and seeking information from our community were important activities that enabled Adam to get right to the very heart of our issues, what needed to be addressed and the most effective way to do so. Creative, focussed, efficient and with a brilliant team, Adam “got us” and who are customers are; and he has provided a clever plan that has set an excellent direction.

Adam is easy to work alongside, he asks excellent questions (of me and our customers) and he is able to approach the difficult issues with directness and understanding. He has initiative and drive; always he appeared interested in us; he gave us his complete attention; and we never had to wait for him.

The early simple suggestions he made had an immediate positive impact. We are excited about the roll out of the next stage of his strategy and our ongoing work with him.
Jim Laussen – Principal, Overnewton Anglican Community College