Corona Virus Challenges – Solutions for Convenience Retailers
With much of the world locked down for the forseeable future, the conversations around loyalty are changing. Safeguarding our customers, our staff and ourselves has become our biggest concern. While businesses adapt and loyalty programmes evolve, agile retailers who may never have needed to allow their customers to “pre-order and pre-pay” are now recognising the power of digital platforms to support social distancing, particularly in convenience retail. As a consultant to the convenience industry, working with Liquid Barcodes, this episode unapologetically promotes a unique online solution and a tool that can be implemented by any retailer in just one week, in order to help retailers protect their customers and staff, and further build trust and loyalty long-term. This article was first published by Let’s Talk Loyalty. Permission to use has been granted by the publisher.
Rewarding Loyalty with Luxury Experiences.
The Chalhoub Group is the largest retailer for luxury across the Middle East since 1955 with over 12,000 employees and a portfolio of some of the most exclusive brands in the world. With over 700 stores, the Group has spent the last two years defining and developing a unique loyalty programme proposition to appeal to premium customers and the luxury brands themselves. In this episode of “Let’s Talk Loyalty”, I interview Nida Unas, Head of Group Loyalty at Chalhoub Group who tells us about MUSE – the programme that has been developed to reward premium Chalhoub customers with luxury experiences. She shares with us some of the new ideas and solutions emerging through the programme as malls in the Middle East remain closed for now. This article was first published by Let’s Talk Loyalty. Permission to use has been granted by the publisher.
7 Lessons from 7 Loyalty Experts
After seven incredible interviews, this episode looks back at the seven key lessons I’ve learned from my expert guests on the show. “Let’s Talk Loyalty” is designed to be educational and inspiring for any of us focused on engaging customers and retaining them to drive profitable business growth. This summary episode is perfect if you’ve missed any of the great interviews – so you can listen back to anything relevant – or simply catch up with some inspiring statistics about our industry. This article was first published by Let’s Talk Loyalty. Permission to use has been granted by the publisher.
Leveraging customer passions for your loyalty programme.
Film, music and games are all assets that loyalty programme owners can leverage to drive emotional engagement with members. Listen to this episode to hear partnerships expert Tom Sugg from Brand Culture London explain how to leverage the power of the world’s most popular entertainment brands as partners to engage your customers around their passion points. This article was first published by Let’s Talk Loyalty. Permission to use has been granted by the publisher.
Driving Loyalty Using CX or “Customer Experience” Mindset
CX – or “customer experience” has exploded in recent years as a powerful business tool that truly drives customer loyalty and advocacy – not “just” using structured loyalty programmes, but by re-engineering your whole business in order to delight customers. Today’s episode of “Let’s Talk Loyalty” features an interview with Michael Killeen, founder of the “CX Academy” to figure out why so many companies are appointing CX professionals in their senior management teams, and how we as loyalty professionals can leverage our expertise in customer retention in order to lead CX initiatives. Listen to learn what brands are seen as the global leaders in CX and how you can upskill and apply similar powerful frameworks in your company. This article was first published by Let’s Talk Loyalty. Permission to use has been granted by the publisher.
Award-winning Insights from India – Sanjeev Nichani, Raymond Rewards
As a loyalty marketing professional, Sanjeev Nichani has worked with some of India’s top loyalty programmes, including Loylty Rewardz – a programme for over 100 million banking customers in India, AIMIA, and now Raymond Rewards, a men’s retail fashion proposition that recognises and rewards customers across all markets segments and across 1,000 retail stores. Includes insights on launching a loyalty programme within a franchise business, upcoming ideas to engage with members in digital channels and where Raymond Limited is focusing its commercial strategy in 2019 through to 2025. This article was first published by Let’s Talk Loyalty. Permission to use has been granted by the publisher.
Loyalty Experts Worldwide – An Interview with the “Customer Strategy Network”
Running a loyalty programme can be challenging in many ways – with so many internal stakeholders and members to manage. From platform decisions, through to legal and privacy management and of course increasing expectations for programmes to drive measurable returns. Who can you turn to for advice, a second opinion and access to global loyalty brain power? One place is the “Customer Strategy Network” – of which I’m delighted to be a member. Our organisation is a global network of loyalty practitioners available to support loyalty projects on a freelance and flexible basis as needed. Today I chat to Nick Chambers who leads the Customer Strategy Network and we discuss the types of projects we support and work we do – for those time when you might need some extra support to optimise your loyalty programme. With fifteen loyalty experts across 11 countries worldwide, there’s always help on hand…