The Key Question of Loyalty

From a loyalty marketing perspective, few business tools are as useful as NPS – or Net Promoter Score – described by Harvard Business Review as “the one number you need to grow” – and the industry standard since the model was first...

The Customer Strategy Network ‘Playbook’

In this age of digitalisation, where profitability increasingly depends on the effectiveness of a company’s open ecosystem, the Customer Strategy Network provides a strategic framework to ensure data privacy & profitable customer management successfully coexist:...

Payment-Led Loyalty – Simply Rewarding

A favourite approach for many marketers is known as the KISS Principle – “keep it simple stupid”. It surprised me the first time I heard it, but once I learned it was the design approach used by the US Navy, it quickly impressed me. With increasing...