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Customer Engagement

Is it time for your loyalty transformation?

Loyalty Surgery Speaker

Two full days when loyalty takes centre stage

It’s time to book your place for The Loyalty Surgery 2019

Last year's Loyalty Surgery was a big success with delegates telling us it was their favourite loyalty conference of the year. Now it’s time to book your place for this year's event.

Venue for 2019 is 1, America Square, London and the all important dates are 16th & 17th October. Yes two days this year! Why? Last year's delegates asked for more time … [Read more...] about Is it time for your loyalty transformation?

Focus on Australia -1

Amazon – friend or foe on prime day?David Jones launches, but Australians remain convenience focussed

Australians were the first to participate in Amazon Prime Day this week, which leads us to ponder two questions. How can retailers use the Amazon model to their own loyalty advantage, and why do surveys suggest Australians have never been LESS loyal? 

Amazon has been a thorn in the flesh of retailers generally since its creation. It only arrived in Australia for Christmas … [Read more...] about Focus on Australia -1

Was the customer EVER ‘always right’?

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Uber says it will deactivate riders if their rating drops below a certain level, which raises the question whether this heralds the end of the notion that ‘the customer is always right’. But was the customer EVER always in the right?

Hotels and restaurants have a way of being fully booked if an obnoxious customer wants to use their services, and so do most other service industries.

Even in retail stores, staff are adept at removing those who are difficult, … [Read more...] about Was the customer EVER ‘always right’?

If you are not relaunching your loyalty programme, you are in a minority

Across the globe companies are re-evaluating their offering to customers to make them more relevant to the end-users and more valuable to the business.

Loyalty practitioners and the executive boards they report to are considering which technologies to employ, to please their customers, to learn more from this valuable but often untapped store of loyalty data – and crucially – to gain a march on competitors.

Loyalty is in transition and emerging from this … [Read more...] about If you are not relaunching your loyalty programme, you are in a minority