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Are Loyalty Programs Regularly Re-Evaluating Their Value Proposition?
HERE’S AN UNDENIABLE TRUTH THAT CAN BE APPLIED TO YOUR CUSTOMER LOYALTY STRATEGY: QUITE OFTEN YOU NEED TO RUN JUST TO STAY IN THE SAME PLACE. IN...
My lessons from my favourite game!!!
Sports illustrates life’s lessons in a flash, I have put a few of life’s lessons that I attributed to my participation in sports (although I never excelled in it, participation taught me many lessons that helped me and hope will help those who read this) Sports make for a better society and is part of the UN SDG’s – support your children in sports.
Loyalty Programs offer large Enterprises a solution to transition to Customer-Centric structures…
As business moves from Business & brand centric structure to Customer-Centric structures, Loyalty programs offer a seamless solution towards customer valuation, profitability, and customer centricity… the routes are many and the road is not always smooth. Making this transition needs planning and organisational leadership to be involved in directing the journey.
Let’s Talk Loyalty: #66: Loyalty Statistics & Loyalty Programme Performance in India
On World Statistics Day, a group of loyalty marketers in India collated their favourite loyalty statistics to help define what true success looks...
Loyalty Program Design & Brand Values
"If I gave you a 1% or 2% or even 5% discount on my services, and that not as a straight price-off, but as points to club over 20 or 50 or even 100...
Loyalty Academy Annual Certification Workshop in Mumbai
We are extremely excited to announce the first ever Certified Loyalty Marketing Professional™ (CLMP) workshop in India scheduled for 22-24 June 2020...
Hyper-personalisation begins with Hyper-personalised strategy…
The latest in-thing these days is hyper-personalisation, marketers have now found a great way to increase sales and relevance to customers. AI and...
What ifs….in Loyalty Marketing
https://www.linkedin.com/posts/malaraj63_whatif-loyalty-loyaltymarketing-activity-6623436764344356864-SvDV
Loyalty Trends 2019
#2019inreview #loyaltytrends #customerexpectations #loyaltymarketing Dec 2019. Time to look back and assess what were the defining...
The Importance of Customer Research
No, this is not a treatise to support the market research community. It is simply a bald statement of fact about the criticality of keeping in touch...
Which Coalition Loyalty Program will earn you the highest number of Loyalty Points?
Introduction to Coalition Loyalty Programmes: Coalitions work best when the program partners are all targeting the same target audience or consumer...
Measurement before Culture is like putting the Cart before the Horse.
In a post a while ago, I talked about Culture-Structure-Measurement or People-Processes-Metrics as the 3 pillars of scaling organisations. As you...
Auto Renewal of Membership? Boon or Bane
#loyaltymarketing #loyaltyprograms #autorenewal #customerconsent #transparency Auto-Renewal of loyalty (or subscription) program memberships. Good or...
Desired Brand, Undesired Service
#customerloyalty #brandloyalty #customerservice #customerexperience #touchpointmanagement Why do some of the best brands have the...
Value Proposition – One Size does NOT fit all
Mala Raj Loyalty program design is as much a science as an art. Design principles demand that, once you have frozen your objectives and set...
What is your model?
An important question that arises in the early stages of loyalty program design is the PROGRAM MODEL that will suit the best. Here's a...
Acquire Loyal Customers not Prisoners or Mercenaries?
Customers become loyal, when they stick with you despite temporary inconveniences, or a one-off bad experience, and become prisoners if they stick...
Art of Leadership vs. Science of Management
There once was a very famous horse-breeder and racer in Arabia called Ben Hur. He provided fast horses and splendid chariots for the most famous...
Your loyalty points can change a life
Shiva has two credit cards and two debit cards. His average spends on each of those cards is around Rs.50000. Since he is enrolled in the loyalty...
Loyalty with a Social Cause?
So we have a plethora of loyalty programs today - with various combinations of points, rewards, benefits, recognition, privileges etc. A recent...
An orphaned #JetAirways
The Jet Airways case is a sad but great case study in many ways, and provides many learnings, despite the sad impact on the many employees suffering...
The Royal Runaround-for a packet of poha–part II
A giant e Commerce player with a sterling reputation. A loyal customer An insignificant product with a low-price tag And the much-dreaded...
Can a Loyalty Programme Drive Incremental Revenue?
One question that will invariably get asked by prospects considering a loyalty initiative is, "Will the loyalty programme drive incremental revenue?"...
Loyalty marketing- interesting times?
There is a story about a Chinese saying which goes like this : "May you live in interesting times”. Apparently uninteresting times are filled with...
Does Marketing Automation have to be ‘Automated’
One of my pet peeves. I’m all for automating marketing, making communication timely and precise. My problem is when things get too ‘automated’...
Values, Culture & Metrics is the need of the hour
Creating drill down metrics is a way for organisations to keep it true to its objectives, however a 'metric only' driven organisation can often find...
A Short Story on Customer Centricity
There was a famous training centre in Delhi that produced leading gymnasts for India. Coach Wise had run this training centre for decades...
Paid loyalty programs — manna from heaven?
The world has discovered a new marketing mantra- the paid loyalty program. What does a paid loyalty program mean? Who pays whom? Is it the brand...
What makes #coalitionprograms work well?
#coalitionprograms #loyaltymarketing #loyaltyprograms #payback #airmiles #successfactors A few critical factors: 1) A value proposition that is LONG...
Building Customer Loyalty
As we near the 11th edition of the Customer Loyalty Summit in Mumbai, the key question doing the rounds is - is it the end of the road for Customer...
Should “Like-Minded” Brands Partner?
Would you enthusiastically patronise #apple if it launched a series of apple coffee stores? Conversely, would you buy a #starbucks phone if it...
Paid Loyalty -part 2- challenges
Last week I had posted a brief introduction to the concept of ‘paid loyalty’. If you want to read that post, it is here 'Paid...
Bundling and the Art of Coalition Loyalty Programme Design
When you walk into a food court, do you typically Buy your fries and Pepsi at the same stall you buy your burger? Choose a stall because...
Telemarketing Taboos – How NOT to do Telemarketing
How many of us have been plagued repeatedly by those annoying telemarketing calls – especially on a lazy Sunday afternoon, offering you a holiday...
Forced Redemption
#loyaltyprograms #loyaltymarketing #redemption #forcedredemption #brandvouchers #saksfirst #carrefourmyclub #harrodsrewards #neimanmarcusincircle...
Paid Loyalty-part3- Privilege Paradox
This is the third post in a series on Paid Loyalty. If you would like to read the other posts here are the links: Paid loyalty programs- manna from...