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 published more than two decades ago...
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 competition...
Can Point of Sale Providers ever unlock the multi-billion dollar adverting market?
Manufacturers represents around 75% of the total worldwide advertising spend. To get the highest return from this investment manufacturers are increasingly seeking access to specific SKU (stock keeping unit, or item-level sales data) to further influence the...
Vitality is coming to New Zealand – look (actually be) busy
JANUARY 22, 2019 / SIMONROWLES / EDIT AIA New Zealand is set to launch the Vitality rewards program in New Zealand in 2019. It’s kind of a big deal on two counts: For customers – it’s a very rich offering relative to other rewards and loyalty programs in this market...
What does the future hold for the Food and Beverage sector?
Having spent the best part of a decade working with F&B Operators and their Service Providers here in the UK, I believe the pace of change for how restaurants manage their customers has never been greater. Customers demand seamless, and increasingly digital...
Why is a coffee chain leading our adoption of mobile payments?
So why does Starbucks top the charts for the most used mobile payment apps in the U.S. in 2018*: Starbucks app: 23.4 million users Apple Pay: 22.0 million users Google Pay: 11.1 million users Samsung Pay: 9.9 million users *in-store payments (Source:...
Who will provide the loyalty program of the future?
For the purposes of this article, imagine if you will, I am the newly installed CEO of a 100 plus location national Casual Dining Chain here in the UK. With little or no footfall growth predicted for the UK restaurant sector, except for quick-service, my first real...
Whis is customer loyalty so important for mobile payments
The purpose of any mobile App is to be regularly used to act on key events; such as making a purchase or booking or accessing personalised content. Within the hospitality sector, mobile payments has also been seen as a way to move up the customer value chain in the...
Getting the CVP right!
When I read all the articles and expert comments on why loyalty programmes are not working I often think that many are missing the point! (Excuse the pun!) Many so-calledLoyalty Programmes are not working I.e. not engaging the member, creating high liability rates and...