Perspectives
Privilege in Loyalty Programs
27 February 2024
We share why past spending is not always the best predictor of future value. If spending history is not a reliable guide to future purchasing value, consider adopting a more robust predictive model.
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Coalition Loyalty Programs
14 September 2023
We briefly examine the history, transformations, and emerging future of multi-partner loyalty programs and present the critical questions to ask as you ponder the loyalty program dilemma: order in, meal kit or dinner from scratch?
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The Future of Loyalty Programs
15 June 2023
The proposed changes to Australian privacy laws will restrict how customer data can be harvested for digital marketing. We predict the loyalty market will divide into three distinct types of companies. Decide which you are.
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What Exactly is a Customer Loyalty Strategy?
16 February 2023
You want your customers to buy from you every time they need what you sell, correct? Profitably. This may paper may help, as we break down customer purchase steps with our observations on how to be the preferred choice for customers
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A Recipe for Customer Success Instalment 1
19 October 2022
Welcome to our new content series! There are 4 instalments, in this first instalment learn about different types of competitive advantage and how they can affect customer loyalty. Look out for the next instalment.
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A Recipe for Customer Success Instalment 2
18 October 2022
We hope you enjoyed the first instalment, in this next instalment Elsi and the team immerse themselves in the Sue Chef business and apply a customer lens to Sue-Chef ’s first-party customer data to gain insight into the customer experience.
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A Recipe for Customer Success Instalment 3
17 October 2022
In instalment 3 Elsi and the team present their findings from the customer analysis to the Sue-Chef team. The team have constructed a picture of the customer base. Which group of customers will Elsi highlight as most valuable?
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A Recipe for Customer Success Instalment 4
16 October 2022
In our final instalment we catch up with the team 12 months later. What have they learned, what happened? What worked, what changes did they make? Is Sue-Chef thriving from a more personalised customer offering? Let’s find out...
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Something strange in the neighbourhood
14 March 2022
The ‘rise’ of First Party Data markets is good news for the large retailers, large banks, global payment schemes... but how do you compete if you are not in this category of corporations?
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The Critical Skill For A Data-Led Culture
24 February 2021
We discuss how organisations typically create a data-led culture in 5 steps, and the importance of storytelling. Find out how to become more data led and how to fully exploit the potential of data
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