An interview by Adam Posner with Loyalty Insights Leader – Nicola Shawyer, Senior Insights Manager COTTON:ON Group (COTTON:ON & CO. Perks) This is the 32nd interview in the series on Loyalty Leaders that I continue to have the pleasure and privilege of doing. This one is a little different and is good (great) different! The Loyalty Leader in this interview is an Insights Leader, rather than the leader of a loyalty program. And wow! This one is packed with (dare I say it) insights! Nicola Shawyer is a Loyalty Insights Leader with extensive experience and expertise in leveragi ..read more

An interview by Adam Posner with Loyalty Leader – Carolyn Pierre Head of Product & Ancillary Revenue (including Club Jetstar) at Jetstar Airways. This is interview #31 in the series on Loyalty Leaders that I have had the pleasure and privilege of doing. And this interview, for me, was refreshing. Carolyn has a focused and direct approach to ensuring Club Jetstar is a successful membership program. There is no fluffing about in this interview which is reflective of Carolyn’s leadership style (so I can gather). Her dedication to the membership program is based on a single-minded focus on sim ..read more

An interview by Adam Posner with Loyalty Leader – Matt Zimmerman, Head of Loyalty pub+ This is the 30th interview in the series on Loyalty Leaders that I have had the pleasure and privilege of doing. Every time I do these Loyalty Leader interviews, I get blown away! The leaders I chat to are living with loyalty programs all day, every day, sharing their learnings, wisdom and passion. And this interview is another one of those special Moments of Magic (MoMs) that surprised, delighted and added Joyalty* (plus more learnings) to my loyalty life and I hope it does to yours as well. Matt Zimmerman ..read more

Welcome to Episode 3 of The Professor and The Practitioner, a limited mini-series vlogcast (video+blog+podcast) where we discuss and debate the myths and realities of customer loyalty and loyalty programs from a professor and a practitioner's point of view. In Episode 3 (https://lnkd.in/evVwp_JR), the discussion and debate continues with Professor Gary Mortimer – Professor of Marketing and Consumer Behaviour at QUT Business School. In this episode we continue from episode 1’s discussion on ‘What is loyalty?’ going deeper on emotional loyalty dissecting and discussing the myths and realities ..read more

Episode 2 of The Professor and The Practitioner: Loyalty programs on the therapy couch. Welcome to Episode 2 of The Professor and The Practitioner, a limited mini-series vlogcast (video+blog+podcast) where we discuss and debate the myths and realities of customer loyalty and loyalty programs from a professor and a practitioner's point of view. In episode 2, the discussion and debate continues with Professor Gary Mortimer – Professor of Marketing and Consumer Behaviour at QUT Business School. In this episode we place loyalty programs (not so gently) on the therapy couch (for about 13 minutes ..read more

An interview by Adam Posner with Chris Mills - VP Loyalty & Partnerships - Middle East, Africa, Asia Pacific at Accor. This Loyalty Leader interview (#29) captured my heart in many ways. It started with a little bit of envy when Chris explained that his passion in life is travel and how it is part of his everyday loyalty role at Accor. Living your personal passion in your day job, that’s almost 247365[1] joy! Then when Chris went on to explain how the focus on creating emotional connections with members permeates their loyalty program Accor Live Limitless, my heart skipped a ..read more

Zombie = a person who has no energy, seems to act without thinking, and does not notice what is happening (Cambridge Dictionary definition). Adam Posner definition: Zombie loyalty program members = members of a program who don’t know why they are members, what’s in for them, don’t really identify or scan (or if they do, don't know why) and rarely redeem…with little or no care factor or knowledge of the program. (In one of favourite Loyalty Leader interviews, Glenn Baker (who at the time of the interview was General Manager of Everyday Rewards) spoke about active engagement in loyalty prog ..read more

An interview by Adam Posner with Rosie McFarlane – Head of Loyalty at MECCA Brands. If you have not heard of Beauty Loop – the membership program of MECCA , then you have been hiding under a rock for way too long! A loved rewards program for many (could be million+), the Beauty Loop membership program of MECCA delivers “access to some truly beautiful rewards”, connects a passionate community and from what this interview reveals some results that may bring tears to your eyes. I have been waiting for this Loyalty Leader interview (#28) with Rosie for many moons now and to have had the ..read more

Edition #3 II February 2024 Welcome to Edition #3 of What’s the point? - the February 2024 Viewsletter with a collection of ideas, insights and interviews on customer loyalty and loyalty programs to help lift your loyalty strategies and programs out of the sea of sameness. They have been collated from our interview series with Loyalty Leaders, the ongoing For Love or MoneyTM customer loyalty and loyalty program research and our experience in designing and deploying customer loyalty and loyalty programs since 2007. Hey loyalty programs, it's time to break up with breaka ..read more

An interview by Adam Posner with Locky Wright - Loyalty and CRM Manager, ANZ Techtronic Industries (Australia) Pty Ltd – Consumer Division I’ve been looking forward to this Loyalty Leader interview (#27) with Locky, who is leading My Ryobi, the member experience program of the Ryobi Brand part of the TTI Group. With 2024 in progress, the timing was just right for this interview as the new My Ryobi member experience program launched in August 2023 has had some time to engage customers and provide insights, learnings and results (some of which are shared in this article). I love these intervie ..read more