The Power of Digital EQ
I wanted to share an excellent example of acknowledgement, personalisation and customer engagement by Uber Eats – all thanks to a combination of really smart thinking and the use of …
The curious absence of the ‘IKEA Effect’ from the IKEA Family loyalty program
What is the IKEA Effect? Norton et al (2011)[1] coined the ‘IKEA Effect’ as the title of their research paper, which detailed the value consumers placed on products they partially created. …
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 and retain their customers, but they do not …
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 to withstand the test of time …
4 consumer expectations for loyalty programs post COVID-19
Like many people enduring lockdown, I’ve had plenty of time to think. One of the questions I’ve been grappling with for loyalty program operators, is how will consumer expectations change once …
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 customer loyalty …
Are my Velocity Points safe?
Virgin Australia has been forced into voluntary administration after the coronavirus restrictions have crippled their cash flow. The airline communicated to the ASX that the move would help “recapitalise the …
The true history of loyalty programs
Image: ‘S&H Green Stamps’ by Andy Warhol (1962) Loyalty programs have been around for many years, but when did they first appear? Ancient Egypt In Ancient Egypt: Anatomy of A …
Loyalty can save your small business. Read this.
Since the rapid on-set of the COVID_19 pandemic, many retails stores have been forced to close or have been hard hit by a drastic reduction in sales. A number of …
The big brands doing their bit to combat COVID-19
The COVID-19 pandemic has had a terrible impact on many businesses and indeed, on the economy as a whole. As a result, many companies have been looking to explore new …