Lockdown has seriously impacted the way brands service their customers, requiring many to rapidly adapt the customer experience to meet new habits and needs. One prime...
Scott Harrison
Moral Self-Licensing: Why We Reward Good Behaviour With Indulgence
“I’ve been running every day, but I haven’t had this many snacks in years” is what the creator of the hit sci-fi show ‘Black Mirror’ said in a recent interview about...
Why personalisation is essential to customer loyalty
Brands and marketers are increasingly recognising that personalisation is essential to building customer loyalty. Loyalty programs provide a great opportunity to reward...
Time for Dymocks Booklovers to turn the page?
Dymocks Booksellers is one of Australia's leading brands when it comes to books. In a retailing space where many have failed, constant innovation has allowed the brand...
BP Rewards: Earning frequent flyer points on petrol
BP Rewards is the new customer loyalty program rewarding members for filling up at the service station. As part of the launch, the multinational has struck up a...
The Psychology of Surprise & Delight in Loyalty
Surprise and delight is very powerful from a consumer psychology perspective. A marketing strategy designed to increase customer loyalty and engagement through...
Why Preference Centres are an important part of any loyalty program
Communication is a central part of any customer loyalty program. When we consider the basic stages of any member lifecycle engagement strategy, effective communication...
Mad Mex, let’s not burrito around the bush
It was lunch time and I had a mission: get some food and join a new loyalty program. I knew there was one place to go. As a fan of Mexican fast food, Mad Mex is a place...