For the first 90 days of 2017, did your loyalty program achieve its metrics of success?

Breaking up the year into 90-day periods makes the accountability of any strategy more visible and accountable. For a loyalty program a 90-day period also gives you the opportunity to measure and report movement in the metrics of success that you have set for your program. Have a look at our Metrics of Success list … Read More

Millennials and loyalty programs – do they care?

The talk about Millennials as a powerful and unique cohort of consumers continues to add to the pixeldust of online content. Are they proving to be so different in their views and behaviours than any other generational cohort that a dedicated focus on them is required? (Just Google “Millennials and marketing” and you will find … Read More

Why are brands bothering to revitalise their loyalty and rewards programs (some are even starting new ones)

A recent article by CMO – “How brands are ramping up customer loyalty program spending in 2017”, highlighted how brands across different categories are reviewing, re-inventing, revitalising, refreshing, whatever “re….” helps them focus on the value and viability of their loyalty or rewards program. David Jones are also imminently launching their rewards program, potentially called … Read More

Take an extra 30%, 40%, 50% and more off!

What’s the impact of intense short-term discount periods on long-term customer loyalty? A frenetic December retail period has just passed, with big discounts on offer.(At the time of writing January sales continue on…) The National Retail Association report that “Nationally, consumers have spent around $2.28 billion nationwide in the Boxing Day sales, which is up … Read More

Surprise them*, delight them…emotionalise** them

*them are customers and or members of your loyalty program **emotionalise is a word according to Collins Dictionary What can you do differently this time of year to create a greater emotional connection with your customers? Do something out of the ordinary, maybe a random act of kindness (and it’s not always about money). Sending … Read More

How to plan your customer loyalty and retention strategies in 2017 – with clarity and accountability

As December rolls in and 2017 shows up, it’s like ‘Groundhog Day*’ for organisations to take a look at their customer loyalty and retention strategies and plan for their next 90,120 or 365 days. One of the most practical methodologies used (and has been for many years) to assess the current situation of your customer … Read More

Are loyalty programs serious about ‘Points for Purpose’?

In our latest loyalty research study ‘for love or money 2016‘, 32% of members think that its important for loyalty programs to give their members opportunities to donate to charities or local community initiatives. From fact to reality This research fact was recently made a reality by the awesome initiative of a few people who … Read More

If you are on a journey to build customer loyalty, start with answering 2 questions

Being deeply involved in customer loyalty strategies, customer retention and growth programs, loyalty programs or variations on these, often brings me to two questions that I always ask clients when they are considering “customer loyalty” as a business growth strategy: Question 1: What does customer loyalty mean to you (the business/brand)? Question 2: What does … Read More