2014 Customer Loyalty ASEAN Conference: Lassu (lassuloyalty.com)Jim D Griffin
Jim Griffin discusses three levels of maturity in customer loyalty marketing. He then presents the results of a cross-sectional household survey in the Philippines, concluding with two case studies that illustrate customer loyalty marketing at a cross-roads between mediocrity and excellence. Jim is the founder of Lassu (lassuloyalty.com). He has helped dozens of clients and programs across multiple verticals, including healthcare, travel, retail, telecommunications, banking and business-to-business.
The Autonomous Customer: Trends shaping the future of customer serviceNicola Millard
Based on research from both the UK and the US, this presentation explores the trends that are challenging the delivery of customer contact and contact centres into the future.
2014 Customer Loyalty ASEAN Conference: Lassu (lassuloyalty.com)Jim D Griffin
Jim Griffin discusses three levels of maturity in customer loyalty marketing. He then presents the results of a cross-sectional household survey in the Philippines, concluding with two case studies that illustrate customer loyalty marketing at a cross-roads between mediocrity and excellence. Jim is the founder of Lassu (lassuloyalty.com). He has helped dozens of clients and programs across multiple verticals, including healthcare, travel, retail, telecommunications, banking and business-to-business.
The Autonomous Customer: Trends shaping the future of customer serviceNicola Millard
Based on research from both the UK and the US, this presentation explores the trends that are challenging the delivery of customer contact and contact centres into the future.
Critical Channels of Engagement: What Consumers WantPrecisely
After this session, you’ll be able to:
- Understand the key channels of engagement for consumers
- Explore how different demographics – Generation Z, Millennials, Generation X, Baby Boomers, and the Silent Generation – wish to engage with companies
- Outperform your competitors by better engaging clients through THEIR channels of choice
Software Advice IndustryView: Encouraging Millennial Participation in Hotel L...Software Advice
Millennials are a valuable marketing target for hoteliers. This report analyzes the preferences of this demographic as they relate to loyalty programs to help hotels boost enrollment.
11 Stats You Didn’t Know About Employee RecognitionOfficevibe
Recognizing employees is one of the most overlooked facets of managements that even great leaders sometimes forget about. Without a good employee recognition strategy, people will feel unappreciated and build up stress.
In fact, the number 1 reason why most Americans leave their jobs is that they don’t feel appreciated . The last thing you want is to have high employee turnover because of poor employee recognition.
Officevibe put together some incredible statistics about employee recognition.
Read more on Officevibe blog:
https://www.officevibe.com/blog/employee-recognition-infographic
Learn more about Officevibe, the simplest tool for a greater workplace:
https://www.officevibe.com/
Follow us on Facebook:
https://www.facebook.com/officevibe
eTail east 2014 Philadelphia - Cross Channel Loyalty Program KruidvatLars Crama
Lars Crama, Director at 2organize, together with Selligent, omnichannel audience engagement solution, explain the multichannel approach and other key success factors of the loyalty program launched by A.S.Watson, the world's largest health, beauty & lifestyle retailer, for its brand Kruidvat in the Benelux.
While more than ever marketers are eager to engage their customers, few Loyalty cards survive. So how has A.S.Watson been able to activate this card active in more than 25% of all households in the Netherlands? Showing great conversions and results?
CMO Council & Vince Ferraro Trends, Directions and InsightsVINCE FERRARO
The leader of global and consumer marketing for both Eastman Kodak and HP during great technological shifts, Vince
Ferraro is truly a marketing pioneer. He's also a digital and social media innovator. In this special session presented in
conjunction with the CMO Council, he'll share his insights on creating game-changing results as marketing evolves from
a traditional to hyper-digital world.
Social Listening in Practice: Customer ServiceBrandwatch
In our Customer Service Guide we provide an overview for all sectors on taking customer service social - covering why businesses should be - and need to be - doing it, as well as including case studies on businesses who have implemented effective changes.
SMS Marketing More Than Just LOLs & OMGsSimplyCast
You have no doubt heard how important mobile marketing and sending well-timed SMS messages have become. This guide will fill you in on why.
There is more to typing in your message and sending a text to the masses. Learn more about:
What SMS Marketing Is
All The Best Practices
Building A List
Reports and Tracking
Industry Examples
How Insurance Agents Build Relationships Through Content MarketingOutboundEngine
Watch the webinar recording: http://youtu.be/oCFzjJo9uuw
The number one goal of content marketing for insurance agents is to increase your referrals through better policyholder relationships. There are 5 benefits of content marketing too, each of which helps grow your overall approach to policyholder retention.
La Agencia SM Digital presenta el resumen de Tendencias Digitales 2017, resultado de una investigación sobre todas las corrientes que prometen ser tendencia en el mundo del marketing digital.
Tendencia #1: Economía de plataformas.
Los Ecommerce y las tiendas online cada vez son más populares, las ventas por internet gracias a sus facilidades de compra, múltiples opciones de pago y entregas relámpago, hacen que esta tendencia se posicione cada vez más y que las compras online sean cada vez más frecuentes.
Tendencia #2: Súper-contenidos
Esta tendencia aplica la ley “mayor calidad, menor cantidad”, el marketing de contenidos por parte de las marcas estará totalmente alineado con los temas de conversación de los usuarios de las marcas, haciendo del marketing en redes sociales un lugar donde el contenido web demostrará su eficacia por medio del análisis de data gracias al comportamiento del usuarios.
Tendencia #3: El Boom del comercio social y móvil.
Una vez más somos testigos de cómo el comercio electrónico se posiciona día a día en nuestro cotidiano, los pagos con el móvil, las compras online y las ventas por internet van consolidando sistemas y comunidades en donde los usuarios pueden interactuar, hacer transferencia, consumir contenido e intercambiar experiencias.
Tendencia #4: Inteligencia artificial.
Más cerca de lo que imaginamos, la inteligencia artificial está presente en muchas de nuestras actividades diarias revolucionando y generando nuevos sistemas que permitan procesar la información mucho más rápido, si aún no lo crees, pregúntale a Siri.
¿Te interesan las Tendencias Digitales de este año?
Te invitamos a hacer zoom sobre cada una de ellas en nuestro evento, inscríbete ahora https://goo.gl/ZyWfUB
The Evolution of Advertising: How Consumers Won the War for Their AttentionHubSpot
You're more likely to survive a plane crash than click a banner ad. Crazy, right? Consumers have learned to tune out advertising, but believe it or not, there was a time when products weren't branded, ad agencies didn't exist, and advertising as a profession was unheard of.
In this epic, must-see presentation, we explore the ENTIRE history and evolution of advertising to unveil how a comprehensive (yet digestible) timeline of advertising milestones led to an epidemic of consumer indifference, as well as what marketers can do about it to reach consumers in the years ahead.
Don't be discouraged by the 472 slides -- 29.39% of those are dedicated to awesome pictures and animations that make this a breeze to get through.
Download a free copy of this presentation + a printable advertising timeline right here: http://hub.am/16F877d
Critical Channels of Engagement: What Consumers WantPrecisely
After this session, you’ll be able to:
- Understand the key channels of engagement for consumers
- Explore how different demographics – Generation Z, Millennials, Generation X, Baby Boomers, and the Silent Generation – wish to engage with companies
- Outperform your competitors by better engaging clients through THEIR channels of choice
Software Advice IndustryView: Encouraging Millennial Participation in Hotel L...Software Advice
Millennials are a valuable marketing target for hoteliers. This report analyzes the preferences of this demographic as they relate to loyalty programs to help hotels boost enrollment.
11 Stats You Didn’t Know About Employee RecognitionOfficevibe
Recognizing employees is one of the most overlooked facets of managements that even great leaders sometimes forget about. Without a good employee recognition strategy, people will feel unappreciated and build up stress.
In fact, the number 1 reason why most Americans leave their jobs is that they don’t feel appreciated . The last thing you want is to have high employee turnover because of poor employee recognition.
Officevibe put together some incredible statistics about employee recognition.
Read more on Officevibe blog:
https://www.officevibe.com/blog/employee-recognition-infographic
Learn more about Officevibe, the simplest tool for a greater workplace:
https://www.officevibe.com/
Follow us on Facebook:
https://www.facebook.com/officevibe
eTail east 2014 Philadelphia - Cross Channel Loyalty Program KruidvatLars Crama
Lars Crama, Director at 2organize, together with Selligent, omnichannel audience engagement solution, explain the multichannel approach and other key success factors of the loyalty program launched by A.S.Watson, the world's largest health, beauty & lifestyle retailer, for its brand Kruidvat in the Benelux.
While more than ever marketers are eager to engage their customers, few Loyalty cards survive. So how has A.S.Watson been able to activate this card active in more than 25% of all households in the Netherlands? Showing great conversions and results?
CMO Council & Vince Ferraro Trends, Directions and InsightsVINCE FERRARO
The leader of global and consumer marketing for both Eastman Kodak and HP during great technological shifts, Vince
Ferraro is truly a marketing pioneer. He's also a digital and social media innovator. In this special session presented in
conjunction with the CMO Council, he'll share his insights on creating game-changing results as marketing evolves from
a traditional to hyper-digital world.
Social Listening in Practice: Customer ServiceBrandwatch
In our Customer Service Guide we provide an overview for all sectors on taking customer service social - covering why businesses should be - and need to be - doing it, as well as including case studies on businesses who have implemented effective changes.
SMS Marketing More Than Just LOLs & OMGsSimplyCast
You have no doubt heard how important mobile marketing and sending well-timed SMS messages have become. This guide will fill you in on why.
There is more to typing in your message and sending a text to the masses. Learn more about:
What SMS Marketing Is
All The Best Practices
Building A List
Reports and Tracking
Industry Examples
How Insurance Agents Build Relationships Through Content MarketingOutboundEngine
Watch the webinar recording: http://youtu.be/oCFzjJo9uuw
The number one goal of content marketing for insurance agents is to increase your referrals through better policyholder relationships. There are 5 benefits of content marketing too, each of which helps grow your overall approach to policyholder retention.
La Agencia SM Digital presenta el resumen de Tendencias Digitales 2017, resultado de una investigación sobre todas las corrientes que prometen ser tendencia en el mundo del marketing digital.
Tendencia #1: Economía de plataformas.
Los Ecommerce y las tiendas online cada vez son más populares, las ventas por internet gracias a sus facilidades de compra, múltiples opciones de pago y entregas relámpago, hacen que esta tendencia se posicione cada vez más y que las compras online sean cada vez más frecuentes.
Tendencia #2: Súper-contenidos
Esta tendencia aplica la ley “mayor calidad, menor cantidad”, el marketing de contenidos por parte de las marcas estará totalmente alineado con los temas de conversación de los usuarios de las marcas, haciendo del marketing en redes sociales un lugar donde el contenido web demostrará su eficacia por medio del análisis de data gracias al comportamiento del usuarios.
Tendencia #3: El Boom del comercio social y móvil.
Una vez más somos testigos de cómo el comercio electrónico se posiciona día a día en nuestro cotidiano, los pagos con el móvil, las compras online y las ventas por internet van consolidando sistemas y comunidades en donde los usuarios pueden interactuar, hacer transferencia, consumir contenido e intercambiar experiencias.
Tendencia #4: Inteligencia artificial.
Más cerca de lo que imaginamos, la inteligencia artificial está presente en muchas de nuestras actividades diarias revolucionando y generando nuevos sistemas que permitan procesar la información mucho más rápido, si aún no lo crees, pregúntale a Siri.
¿Te interesan las Tendencias Digitales de este año?
Te invitamos a hacer zoom sobre cada una de ellas en nuestro evento, inscríbete ahora https://goo.gl/ZyWfUB
The Evolution of Advertising: How Consumers Won the War for Their AttentionHubSpot
You're more likely to survive a plane crash than click a banner ad. Crazy, right? Consumers have learned to tune out advertising, but believe it or not, there was a time when products weren't branded, ad agencies didn't exist, and advertising as a profession was unheard of.
In this epic, must-see presentation, we explore the ENTIRE history and evolution of advertising to unveil how a comprehensive (yet digestible) timeline of advertising milestones led to an epidemic of consumer indifference, as well as what marketers can do about it to reach consumers in the years ahead.
Don't be discouraged by the 472 slides -- 29.39% of those are dedicated to awesome pictures and animations that make this a breeze to get through.
Download a free copy of this presentation + a printable advertising timeline right here: http://hub.am/16F877d
22 really useful customer retention stats from across the web covering customer retention, customer service, customer feedback, customer profitability and more.
For love or_money_loyalty_research_2015Adam Posner
Consumer research study taking the pulse on Australian loyalty programs and their impact on customer loyalty.
70 page insight-packed report
Tracks the pulse of change to benchmark results from 2014 and 2013 research studies
Reveals new insights that impact on brand loyalty and loyalty program success
For the first time, reviews 28 Australian loyalty programs
For love or_money_loyalty_research_2015Adam Posner
Consumer research study taking the pulse on Australian loyalty programs and their impact on customer loyalty.
70 page insight-packed report
Tracks the pulse of change to benchmark results from 2014 and 2013 research studies
Reveals new insights that impact on brand loyalty and loyalty program success
The customers overall commitment to the brand or service, in part because of an emotional attachment to that relationship, and the consistency of the brand that ensures an elite level of trust between the brand and the consumer.
Loyalty is more than just a program it is becoming a vehicle for brand philosophy. The new breed of successful loyalty programs go beyond perks to build impactful emotional connections with customers. Unparalleled customer loyalty begins and ends with the quality of your relationships with customers.
Loyalty Programs are going mobile. This presentation lays out some of the reasons why we're seeing a shift in Loyalty to mobile, and the best way businesses can take advantage of it.
Fixing the Cracks: Reinventing Loyalty Programs for the Digital AgeCapgemini
Launching a loyalty program is expensive and it’s complex. In the US alone, companies spend a staggering $2 billion on loyalty programs every year. But does this translate into increased customer engagement? Research suggests the answer is “probably not”. The average household in the US has over 21 loyalty program memberships. But, the household only actively uses 44% of these. More than half of consumers in a 2013 survey admitted they had abandoned at least one loyalty program in the past year. Our own analysis of customer sentiment on social media revealed pronounced dissatisfaction. Almost 90% of social media sentiment on loyalty programs was negative.
We assessed loyalty programs on a number of parameters. These included their central objective, their use of digital channels, and their ability to provide a seamless experience across channels (more detail on the approach is at the end of this paper). We found, in short, that companies have a lot of catching up to do. 97% of loyalty programs rely on transactional rewards, i.e. a customer makes a purchase and takes their points in exchange for gifts, merchandise or cash. The issue is that 77% of those transaction-based programs actually fail in the first two years. According to our research, only 25% of loyalty programs reward customers for some form of engagement. Where loyalty programs are also lacking is advanced personalization: only 11% of loyalty programs offer personalized rewards based on a customer’s purchase history or location data.
This research highlights why organizations need to think beyond points and how they can implement well-designed, engagement-based loyalty programs.
CRM and loyalty marketers at all major retailers know that today’s mobile consumers are evolving rapidly, and have heightened expectations for their favorite retailers. What they may not know is that new mobile technologies, such as Google Wallet and Apple’s Passbook, are transforming retailer’s ability do deliver value to their most loyal customers. When used in tandem with loyalty programs, these innovative mobile wallets can amplify loyalty programs by making them more relevant, contextual, timely and useable.
Featuring: Emily Collins, analyst at Forrester Inc., and Julie Novack, Senior Vice President of Mobile Solutions at Vibes.
The environment in which today's
brands connect and build loyalty with
their customers and program Members are
markedly different than the environment that
existed even a few short years ago. In fact, it
is markedly different than it was even just a
year ago. The pace at which today’s marketing
landscape is changing is remarkable – there
is a chronic torrent of macro trends exerting
their influences on the market. Economic,
social, technological, and political factors
are affecting brand loyalty and programs,
Members’ interactions with programs, how
Members perceive programs, as well as
the role that programs play in the lives
of consumers.
This white paper is focused around the way companies are redesigning their approach to loyalty, as traditional rewards programs fail to address customer expectations in terms of convenience, speed, and relevance.
In a world where we are always logged in and customer loyalties can switch with a few taps on a mobile phone, leading brands are rethinking the entire experience they deliver to their most loyal customers, in order to make repeat purchases a habit.
Our research, based on an analysis of 40 leading brands, examines how experiences designed to increase loyalty are evolving now and into the future.
Consumers are interacting, sharing and purchasing across multiple channels. Is it possible to create, foster and maintain loyalty in such an open and fast moving marketplace and have the rules changed?
"Real loyalty isn’t created at the close of the sale. It’s created when the brand & the customer become intimate through multiple interactions before, during & after the purchase." Read more in Aimia's report, 'Rewarding Interactions; Are You Ready for Customer Intimacy'
University of Connecticut Fees, Courses, Acceptance Rate, Admission deadline,...dvividconsultant15
Back in 1881, the University of Connecticut (UConn) came into existence as a private land-grant research institution, quickly earning a spot among the top academic players in the United States. UConn isn't just about academics—it's a key player in the economic and cultural landscape. In fact, as a founding member of the New England's Knowledge Corridor, a collaborative effort between Hartford and Springfield, the university is deeply involved in fostering regional development, economic growth, and cultural richness.
12 Conversion Rate Optimization Strategies for Ecommerce Websites.pdfSOFTTECHHUB
Did you know that the average ecommerce conversion rate is a mere 2.86%? That means for every 100 visitors to an online store, only about 3 make a purchase. With so much competition and an ever-increasing number of online shoppers, optimizing your website for higher conversions is crucial for the success of your ecommerce business.
In this comprehensive guide, we'll dive into 12 powerful conversion rate optimization (CRO) strategies that can help you turn more website visitors into paying customers. From improving website speed and optimizing for mobile devices to leveraging social proof and utilizing analytics, we'll cover actionable tips and best practices to help you maximize your ecommerce website's potential.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
IPTV Subscription UK: Your Guide to Choosing the Best ServiceDragon Dream Bar
"IPTV Subscription UK" (Internet Protocol Television) has revolutionized the way people watch TV, offering a vast array of channels and on-demand content delivered over the internet. If you’re considering an IPTV subscription in the UK, here’s a comprehensive guide to help you choose the best service for your needs.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Using Generative AI for Content MarketingChuck Aikens
Using Generative AI for Content Marketing starts with developing out your Foundational Docs and then understanding how to properly work through various steps to produce quality branded content that will attract and engage your audience.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
3. Welcome to the
first Australian
research study
into consumers’
relationships with
loyalty programs.
4. 1.0 Introduction 1
2.0 Executive Summary 3
3.0 Research methodology and profile of participants 7
4.0 Findings in detail 9
4.1 Reach of loyalty programs in Australia 9
4.2 Who loves loyalty programs? 11
4.3 Who is more actively interacting with loyalty programs? 15
4.4 What behaviour does the love of loyalty programs drive? 19
4.5 Where can loyalty programs improve? 25
4.6 For love or money? What features and benefits of loyalty programs do
consumers care about? 29
4.7 Who cares about which benefits? 37
4.8 The love of loyalty programs vs the benefits offered 39
4.9 Which communication channels do they love? 41
4.10 Which loyalty programs do they care about? 43
4.11 Consumers’ comments about loyalty programs – the good and not so good 45
5.0 Behind the research – the people who love loyalty programs 47
Contents
6. 2
We sought to find out if being a member
of a loyalty program was for the love (of
the brand) or for the money (rewards). We
wanted to find out if being a member made
them care enough to:
Influence their buying behaviour.
Be more loyal to the brand whose program
they were a member of.
This research study conducted with more
than 1,000 consumers answers these two
questions and explores:
1. the penetration of loyalty programs with
some demographic differences
2. who is more actively involved with their
programs
3. their view on the value that programs offer
4. what’s important to them with regard to
program structures, features and benefits
and
5. communication preferences
Thank you for your interest in the Australian
consumer’s point of view on loyalty programs.
Directivity and Citrus together with
First Point Research and Consulting are
pleased to present what we believe is
the first research study into consumer
relationships with loyalty programs in
Australia.
Loyalty programs, frequent buyer programs, VIP
clubs, discount rewards and any combination
of these are continuing to clutter the Australian
market and scream for the attention of their
members.
There are many programs in the market and
brands continue to evaluate why they should have
a program (if they don’t) or how to continuously
improve (if they do). While there have been
a number of overseas research studies, we
could not find any in Australia that provided a
consumer’s perspective on loyalty programs they
engage in – or don’t.
With this in mind, we wanted to get to the heart
of how consumers in Australia really feel about
loyalty programs and specifically those they are
members of.
Whether you are planning to implement a loyalty
program or already have a program, we are
confident you will find insights that will make you
think more about how your program can be even
more relevant and valuable to your members, and
therefore more profitable for your business.
Please read on and find out if Australian
consumers really care about the loyalty programs
they are a member of.
1
2
1
2
3
4
5
Adam Posner
CEO
Directivity
Pete Noble
CEO
Citrus
8. 4
Buying behaviour
Australian consumers certainly do buy more from
companies whose programs they are a member of.
In fact, 80% buy more.
They also tend to buy from companies who have a
loyalty program versus those who don’t. When faced
with choosing two similar products/companies – one
with a loyalty program and one without – 55% of
consumers tend buy from the one that has a loyalty
program.
So if you are facing a competitive environment
and the behaviour you want is for your
customers to choose you over a competitor,
then a loyalty program does influence the
choice of who they buy from.
This means if you don’t have a program, you should
seriously consider one.
If you do have a program, then dig a bit deeper into
this research and see what customers value from
their loyalty programs and see if you match up.
Let’s get to the point.
Firstly, loyalty programs do influence buying behaviour – consumers buy more from companies whose
program they are a member of and they choose to buy from companies with a program vs those without.
However, loyalty programs do not equal customer loyalty.
Feeling of loyalty
As for ‘feeling more loyal to a brand whose program
they are member of’ - less than half (46%) tend to
feel more loyal. This is a close call on whether a
loyalty program actually drives a feeling of loyalty.
It’s our view that loyalty programs on their own do
not engender loyalty, as there are many factors
that influence loyalty, not just a program.
Therefore loyalty programs do not equal customer
loyalty.
80%
buy more from
companies whose
programs they
are a member of
55%
will choose a product/company with a
loyalty program over one without
46%
feel more loyal
to a brand
because of a
loyalty program
9. 5
Key insights.
It’s crowded - find your
crowd.
Loyalty programs are well established in the
Australian shopping community, with 88% of
consumers over the age of 16 being members of
a loyalty program. So you need to really find a way
through the crowd and be valuable to your crowd.
There are some loyalty lovers out there, with 11% of
consumers being members of more than 10 loyalty
programs.
Not all customers
are equal.
Men are members of fewer programs (average 3)
but more active with the memberships, presenting
their card at the point of purchase or actively
looking to accrue points. Women are members of
more programs (average 5) and tend to spread their
spend across more programs. Keep an eye on older
customers (55+) as they tend to buy more, choose
from brands that have a program, but believe more
strongly that programs don’t provide any real value.
Just because you have a loyalty program, doesn’t
mean it’s working.
Only 41% of consumers feel that loyalty programs have improved in recent years and offer good
benefits to members. This presents a great opportunity for loyalty programs to strive to be more
valuable. Program features and benefits that consumers prefer are still financial, although ‘surprise
and delight’ are also well regarded.
88%
belong to a
loyalty
program
12%
don’t belong
to a loyalty
program
11%
belong to more
than 10 loyalty
programs
NO. OF CARDS
1
2
3
10. 6
Talk to me.
At 81%, personalised email is by far the most
preferred channel to communicate with members,
followed by direct mail (37%). Mail particularly
appeals to tech-savvy consumers under 25 due
to the novelty factor and the association of ‘good
news’ rather than older members who are likely to
associate letters with bills!
Surprising members with unexpected rewards are
highly sought after. Programs which offer ‘surprise
and delight’ benefits will go a long way to overcoming
consumers’ belief that programs don’t offer any real
value.
Show me the money.
Financial benefits are still the most sought after
program benefit, with 80% of consumers seeking
immediate price discounts when making purchases.
Points-based programs that enable members to
redeem points for vouchers or other rewards are
also important (77%). Exclusive offers (64%) and
access to more rewards based on spend (62%)
also rank highly with consumers.
The key to a
successful
loyalty
program
4
5
Surprise!Surprise!
A winning program is one with multiple emotional and transactional benefits.
Consumers who ‘tend to feel more loyal to the company/brand when I am a member of their loyalty
program’ consistently place higher importance (than the average consumer) on ALL listed loyalty
program features - from transactional to emotional.
Programs with multiple financial and emotional benefits in their program framework are better placed
to build genuine loyalty with their members.
81%
37%
<25s
prefer
personalised
email
prefer
direct mail
like personalised
letters
80%
feel the
discount
is most
important
77%
feel the
points for
rewards
are more
important
12. 8
Research
method
and profile
of research
participants.
The research was conducted
independently by First Point Research
and Consulting in February 2013
through an online panel of Australian
consumers, men and women 16 years+.
The research was structured to gain some
quantitative results with comparative analysis as
well as free form questions to gain a sentiment
of how consumers feel towards the programs
they are a member of and how programs should
improve.
Programs were named - some shamed, some
cheered. The richness of the free-form responses
is enlightening.
The total sample of N=1010, provides a margin
of error of +/- 3% at a 95% level of confidence.
Broad quotas were set for age and gender.
Gender Location
Marital Status
57% Married
68% No dependent children
9% Widowed/divorced/
separated
32% Single
32% Dependent children
2% Prefer not to say
Age
Dependent children
Household income
52%
48%
35%
18%
part of
NSW
9%
10%
25%
3%
16-24
years
9%
26%
18%
15% 17%
9%
15%
25-34
years
29%
45-54
years
16%
55-64
years
17%
65+
years
8%
35-44
years
21%
$50,000
- $74,999
$75,000-
$99,999
$100,000
- $149,999
$150,000
or more
Refused
to say
Under
$50,000
14. 10
Loyalty
programs in
Australia reach
far and wide.
Not too surprising, however we now
have a benchmark.
of Australian
consumers over
the age of 16 are
members of a
loyalty program.
88%
NoYesTotal sample (N = 1010)
16. 12
Female (N = 525) Male (N = 485)
93%
82%
Warning!
Don’t let this mislead you! Further in the report findings
reveal that men are more actively involved with programs
they are a member of.
of women are much
more likely to be
members of a loyalty
program than men.
93%
17. 13
CHILDREN: AGE:
of people with dependent children are members
of at least one loyalty program which for those
families looking for savings or rewards, loyalty
programs make sense.
There is a fairly even spread of age groups who participate in
loyalty programs.
92%
16-24
years
25-34
years
45-54
years
55-64
years
65+
years
35-44
years
83%
88%
91%
88%
85%
85%
92%
18. 14
How many programs
are Australians a
member of?
Men are members of about 3 programs
on average and women closer to 5
programs.
Interestingly, 11% of all respondents are
members of 10 or more programs.
(Again, don’t let the volume of programs
mislead you, as the level of activity in their
programs is more enlightening).
Male (N = 396) Female (N = 488)
3.3 4.7
loyalty
programs
loyalty
programs
Clutter?
Perhaps our wallets/purses are not as cluttered
as you may think, which still presents an
opportunity for loyalty marketers.
20. 16
Active = “you present
your card or membership
number when making
purchases”.
ACTIVE:
of consumers are active
in all of their programs,
by presenting their
cards or membership
number when making
purchases.
Only
45%
Active = engaged?
If active = engaged, then there is certainly room to improve.
It’s fair to say that if your program is one of a few in your category, then it’s clear that
you need to evaluate how to get your members to be ACTIVE in yours. More insights on
how to do that follows.
I try to keep my card handy.
I am cross when I don’t get
to add points because I have
forgotten my card.
Female, 45-54yo, NSW
Some don’t engage with their
members as much as others &
therefore I tend to not use those
brands so much.
Female, 25-34yo, NSW
45%
30%
15%
9%
1%
Use all of them Use most of
them
Use about half of
them
Use not many of
them
Use none of
them
Base: Members of a loyalty program (N=884)
21. 17
Men are more
committed to
their loyalty
programs.
MEN:
of men are active in all
of their loyalty programs
vs 41% of women.
With fewer cards, its clear that men are more
deeply committed to the loyalty programs they
belong to than women.
49%
We ignored Flybuys for many years when it took a huge amount of expenditure to get any benefit.
Now, combined with fuel vouchers and Frequent Flyer points on the credit card, shopping at Flybuys
retailers makes sense. So keep the rewards at an achievable and worthwhile level.
Male, 55-64yo, QLD
Nearly everyone has a loyalty programme – and that diminishes the value of what they are for. You
seem to be treated liked an alien if you are not a member and use a business that has one.”
35-44 YO male, NSW
Use all of them Use most of
them
Use about half of
them
Use not many of
them
Use none of
them
Total Men Women
15%45% 30% 9% 1%
Base: Members of a loyalty program (N=884)
49% 29% 12% 8% 2%
41% 31% 18% 9% 1%
22. 18
Women are
less engaged
with their loyalty
programs.
WOMEN:
of women are active
in all of the loyalty
programs they belong to.
of women are active in
half or less than half of
the loyalty programs
they are members of.
While women belong to more loyalty
programs than men, only
As the primary shopper in most cases, women
are exposed to more opportunities for loyalty
programs, which in turn motivates women
to spread their loyalty across those various
programs.
In competitive categories, the program really
needs to differentiate itself to gain a woman’s
total commitment.
41%
28%
Please remember that Loyalty programs are a two-way street. It can’t just be about collecting
information about the way a person shops – there needs to be a benefit for the cardholder as well.”
35-44 YO female, NSW
Use all of them Use most of
them
Use about half of
them
Use not many of
them
Use none of
them
15%45% 30% 9% 1%
Base: Members of a loyalty program (N=884)
49% 29% 12% 8% 2%
41% 31% 18% 9% 1%
24. 20
of consumers buy more
from companies whose
program they are a
member of.
80%
They buy more.
Consumers who are a member of a
loyalty program do buy more.
BUY MORE:
If you are developing a loyalty
program, here is one very good reason
for a program – consumers buy more.
I tend to buy more from the companies whose program I
am a member of
When choosing between two similar products/companies,
one who has a loyalty program and one who does not, I
tend to buy from the one that has a loyalty program.
I tend to feel more loyal to the company/brand when I am
a member of their program
Loyalty programs have improved a lot in recent years and
tend to offer good benefits to members
Most loyalty programs don’t offer me any real value
Most loyalty programs just don’t seem to understand how
to communicate appropriately with their members
% Strongly Agree / Agree
80%
55%
46%
41%
40%
27%
The more that customers are rewarded, the more likely they are to shop at a particular store. If retail
sales are in such a slump, retailers have a perfect opportunity to offer loyal customers incentive to
spend.” 25-34 YO female, Victoria
I like it when they give you 10% discount if
you spend over $50 and it is taken off your
grocery bill immediately. When that happens I
will make a special effort to spend $50 (which
is more than my regular weekly spend).”
55-64 YO female, NSW
Base: Members of a loyalty program (N=884)
25. 21
of consumers when faced with choosing two similar products/
companies, one who has a loyalty program and one who does
not, tend to buy from the one that has a loyalty program.55%
They choose
to buy from the
company with a
program.
More than half of Australian consumers
tend to buy from companies who have a
loyalty program vs those that don’t.
CHOOSING:
If your competitors have a loyalty program and you do not, good chance
you are losing business.
Base: Members of a loyalty program (N = 884)
I tend to buy more from the companies whose program I
am a member of
When choosing between two similar products/companies,
one who has a loyalty program and one who does not, I
tend to buy from the one that has a loyalty program.
I tend to feel more loyal to the company/brand when I am
a member of their program
Loyalty programs have improved a lot in recent years and
tend to offer good benefits to members
Most loyalty programs don’t offer me any real value
Most loyalty programs just don’t seem to understand how
to communicate appropriately with their members
% Strongly Agree / Agree
80%
55%
46%
41%
40%
27%
Don’t create a program for the sake of it. Loyalty needs to be earned. While the benefits don’t have
to be big, they have to be in proportion to what the company does or sells. One free coffee in 10 is
generous. $10 off a $200 grocery bill is not.” 45-54 YO female, NSW
26. 22
of consumers strongly agree/agree that they
tend to feel more loyal to the company/brand
when they are a member of their loyalty program,
which leaves the rest who are neutral or do not
agree.
Consumers are not loyal
to a brand just because
they are a member of
their loyalty program.
Loyalty programs do not equal customer loyalty.
Less than half feel more loyal to a brand when a member of their program.
FEELINGS OF LOYALTY:
I tend to buy more from the companies whose program I
am a member of
When choosing between two similar products/companies,
one who has a loyalty program and one who does not, I
tend to buy from the one that has a loyalty program.
I tend to feel more loyal to the company/brand when I am
a member of their program
Loyalty programs have improved a lot in recent years and
tend to offer good benefits to members
Most loyalty programs don’t offer me any real value
Most loyalty programs just don’t seem to understand how
to communicate appropriately with their members
% Strongly Agree / Agree
80%
55%
46%
41%
40%
27%
Although it’s a close call on whether a loyalty program actually
drives loyalty, it’s our view that it does not as there many other
factors that influence loyalty, not just a program.
As a pensioner on a limited income any kind or reward is a bonus but the
low rewards do not make me want to be loyal to the business.”
45-54 YO female QLD
46%
only
27. 23
A loyalty ‘card’ does not maketh a loyalty
program. Unless being a part of this program
entitles you to rewards, discounts, free gifts,
exclusive invitations or something special over
and above what other customers receive, I
have no incentive to give retailers all my details.
I am happy to give them this information for
sales and statistical analysis of purchasing,
however I deserve something in return.”
Female, 25-34 yo, Victoria
28. 24
Which age groups care about
loyalty programs even more?
I tend to buy more from the companies whose program I
am a member of
When choosing between two similar products/companies,
one who has a loyalty program and one who does not, I
tend to buy from the one that has a loyalty program.
I tend to feel more loyal to the company/brand when I am
a member of their program
Loyalty programs have improved a lot in recent years and
tend to offer good benefits to members
Most loyalty programs don’t offer me any real value
Most loyalty programs just don’t seem to understand how
to communicate appropriately with their members
80%
77%
80%
85%
55%
49%
55%
63%
46%
46%
46%
48%
41%
41%
39%
45%
40%
41%
43%
54%
27%
31%
27%
22%
Total
N = 884
<35 years
N = 338
35-54 years
N = 340
55+ years
N = 206
More mature Australians stand out.
When cross analysing the different age groups to
the behaviours and beliefs, some interesting and
significant differences were highlighted.
55 YO +
• tend to buy more than the rest
• choose more from those brands
who have a program
• believe more strongly that
programs don’t offer them any
real value
30. 26
of consumers feel that loyalty programs have
improved in recent years and tend to offer
good benefits to members. There is certainly
room to improve.41%
only
Loyalty programs have
room to improve –
what a great opportunity.
IMPROVEMENT:
I tend to buy more from the companies whose program I
am a member of
When choosing between two similar products/companies,
one who has a loyalty program and one who does not, I
tend to buy from the one that has a loyalty program.
I tend to feel more loyal to the company/brand when I am
a member of their program
Loyalty programs have improved a lot in recent years and
tend to offer good benefits to members
Most loyalty programs don’t offer me any real value
Most loyalty programs just don’t seem to understand how
to communicate appropriately with their members
% Strongly Agree / Agree
80%
55%
46%
41%
40%
27%
Flybuys is far and away the best loyalty program for me.... I get the most cash back from it. Millers give generous discounts. Video Ezy also have special
offers for members only, although they are spasmodic. Everyday Rewards is a disappointment - seems all you get is a fuel discount. I expect to be
contacted by stores with whom I have a card, yet Blooms, Noni B, Target, Adairs, Rockmans, bras N Things never contact me with product information.
To me, that’s a wasted opportunity for them. Female, 45-54yo, NSW
Base: Members of a loyalty program (N=884)
31. 27
of consumers strongly agree/agree that loyalty programs don’t offer any
real value. 36% are neutral and 24% disagree, which means there are
more consumers who are either on the fence (ready to be proven that
there is value) and the rest who think they are getting value.40%
WHERE’S THE VALUE?
I tend to buy more from the companies whose program I
am a member of
When choosing between two similar products/companies,
one who has a loyalty program and one who does not, I
tend to buy from the one that has a loyalty program.
I tend to feel more loyal to the company/brand when I am
a member of their program
Loyalty programs have improved a lot in recent years and
tend to offer good benefits to members
Most loyalty programs don’t offer me any real value
Most loyalty programs just don’t seem to understand how
to communicate appropriately with their members
% Strongly Agree / Agree
80%
55%
46%
41%
40%
27%
I have some cards that don’t do anything.
Needs to have a value to make it worth my
while.” 25-34 YO female, Victoria
They can be
more valuable.
There are great opportunities for
loyalty programs to strive to be more
valuable to their members.
There are more insights into what
consumers love (what they value) about
loyalty programs further along in this report.
only
32. 28
Programs with minimum number of
purchases before you earn points, rewards
programs where you need to pay annual
membership fees erode the value gained.”
45-54 YO female, NSW
34. 30
It’s all about the money!
financial benefits are still highly sought after by consumers.
Immediate price discounts when making purchases
Point based programs that allow members to redeem
‘points’ for vouchers, products or other rewards
Surprise gifts or surprise rewards that arrive without you
making a redemption
Exclusive offers available to members only
Sending me information that is tailored and personal to
me
Access to more rewards based on the more you spend
with the company
Updates on relevant news about the company and its
products or services
Partnerships with other businesses/brands that can
increase the opportunity to accrue rewards or points
Different levels of reward based on different levels of
spending (eg Gold, Silver and Bronze membership tiers)
% Very important /
80%
77%
67%
64%
46%
62%
37%
61%
36%
Base: Members of a loyalty program (N = 884)
It’s clear that members of loyalty programs are looking for the
hard benefits - especially financial, as a reward for their loyalty.
35. 31
“Offering a change to go in a draw or lottery
is not a reward. Cash and decent discounts
have value. Most other offers have very little
value.” 35-44 YO male, NT
Offers that have an immediate discount
are better than non-tangible and confusing
schemes such as points.
16-24 YO male, Tasmania
Cash is king and all of these reward programs
offer a choice of cash or store vouchers so I
can choose what to buy are better.
35-44 YO male, NSW
36. 32
Surprise! Surprise!
Share the love!
Surprising your loyalty members with rewards that are not expected, are highly sought after!
Base: Members of a loyalty program (N = 884)
Immediate price discounts when making purchases
Point based programs that allow members to redeem
‘points’ for vouchers, products or other rewards
Surprise gifts or surprise rewards that arrive without you
making a redemption
Exclusive offers available to members only
Sending me information that is tailored and personal to
me
Access to more rewards based on the more you spend
with the company
Updates on relevant news about the company and its
products or services
Partnerships with other businesses/brands that can
increase the opportunity to accrue rewards or points
Different levels of reward based on different levels of
spending (eg Gold, Silver and Bronze membership tiers)
% Very important /
80%
77%
67%
64%
46%
62%
37%
61%
36%
37. 33
There could be things given randomly from
time to time – eg: bonus points after shopping
or monetary voucher or just for being a
‘valued customer’. 45-54 YO female, VIC
I buy all my cosmetics and healthcare
products in this store and receive a loyalty
cheque in the mail which comes as a nice
surprise. 65-74 YO female, NSW
The (MYERone) gift cards are automatically sent
out, you don’t have to log on and ‘redeem’ anything
so it’s a nice surprise to open the letterbox and
have a gift card waiting.” 25 YO female, QLD
38. 34
They also care about exclusivity and a lot more.
They also care about the love they get through exclusive offers for being a loyalty program member,
Access to more rewards based on their spend and more opportunities accrue rewards/points through partners.
Base: Members of a loyalty program (N = 884)
Immediate price discounts when making purchases
Point based programs that allow members to redeem
‘points’ for vouchers, products or other rewards
Surprise gifts or surprise rewards that arrive without you
making a redemption
Exclusive offers available to members only
Sending me information that is tailored and personal to
me
Access to more rewards based on the more you spend
with the company
Updates on relevant news about the company and its
products or services
Partnerships with other businesses/brands that can
increase the opportunity to accrue rewards or points
Different levels of reward based on different levels of
spending (eg Gold, Silver and Bronze membership tiers)
% Very important /
80%
77%
67%
64%
46%
62%
37%
61%
36%
39. 35
They DON’T care that much about the company
and tiered rewards are not important.
Consumers are NOT that interested in news about your company, they are more focused on WIIFM.
Immediate price discounts when making purchases
Point based programs that allow members to redeem
‘points’ for vouchers, products or other rewards
Surprise gifts or surprise rewards that arrive without you
making a redemption
Exclusive offers available to members only
Sending me information that is tailored and personal to
me
Access to more rewards based on the more you spend
with the company
Updates on relevant news about the company and its
products or services
Partnerships with other businesses/brands that can
increase the opportunity to accrue rewards or points
Different levels of reward based on different levels of
spending (eg Gold, Silver and Bronze membership tiers)
% Very important /
80%
77%
67%
64%
46%
62%
37%
61%
36%
Only a third of consumers feel that tiered rewards are important.
Base: Members of a loyalty program (N = 884)
40. 36
Levels (bronze, silver and gold) are no
longer relevant. All members should be
treated as Gold.” 35-44 YO male, QLD
42. 38
Consumers over 55 are more
focused on transactional benefits.
77%
72%
68%
64%
62%
60%
41%
33%
37%
80%
78%
69%
63%
61%
61%
49%
36%
35%
85%
64%
64%
63%
63%
36%
Total
N = 884
<35 years
N = 338
35-54 years
N = 340
55+ years
N = 206
They also place significantly
greater importance on the ongoing
communications from loyalty programs.
Point based programs that allow members to redeem
‘points’ for vouchers, products or other rewards
Surprise gifts or surprise rewards that arrive without you
making a redemption
Exclusive offers available to members only
Sending me information that is tailored and personal to
me
Access to more rewards based on the more you spend
with the company
Updates on relevant news about the company and its
products or services
Partnerships with other businesses/brands that can
increase the opportunity to accrue rewards or points
Different levels of reward based on different levels of
spending (eg Gold, Silver and Bronze membership tiers)
80%
77%
67%
64%
46%
62%
37%
61%
36%
51%
43%
84%
I can use the points on other things and the
points are valuable.
Male, 65-74 yo, Victoria, member of QFF and
everyday rewards
The immediate discount at the register is a
great incentive to shop.
Female, 65-74 yo, Victoria, member of
Spotlight
Good communication and excellent rewards
system when compared to other similar
competitors. Great recognition of customers.
Male, 55-64 yo, Tasmania, member of Virgin’s
Velocity program
Immediate price discounts when making purchases
44. 40
Cross analysing how they feel to
which benefits are important.
84%
78%
74%
66%
60%
62%
45%
36%
36%
Total
N = 884
“Most loyalty
programs
don’t offer me
any real value”
N = 338
“I tend to feel more
loyal to companies/
brands when I am
a member of their
program”
N = 340
Programs which have a core element of
‘surprise and delight’ will go a long way
to overcome consumers’ belief (74%) that
programs do not offer any real value.
Consumers who feel that ‘loyalty programs don’t
offer any real value’ are far more likely to place high
importance on ‘surprise gifts or surprise rewards
that arrive without you making a redemption’.
Point based programs that allow members to redeem
‘points’ for vouchers, products or other rewards
Surprise gifts or surprise rewards that arrive without you
making a redemption
Exclusive offers available to members only
Sending me information that is tailored and personal to
me
Access to more rewards based on the more you spend
with the company
Updates on relevant news about the company and its
products or services
Partnerships with other businesses/brands that can
increase the opportunity to accrue rewards or points
Different levels of reward based on different levels of
spending (eg Gold, Silver and Bronze membership tiers)
80%
77%
67%
64%
46%
62%
37%
61%
36%
Loyalty also appears to be more likely
when programs implement a multi-
faceted approach.
Consumers who ‘tend to feel more loyal to the
company/brand when I am a member of their
programs’ consistently place higher importance
than the average consumer on ALL listed loyalty
program benefits (transactional and emotional
rewards).
This suggests that those programs with multiple
financial and emotional benefits in their program
framework are better placed to build genuine
loyalty with their members.
Immediate price discounts when making purchases 88%
87%
75%
76%
77%
78%
58%
49%
47%
45. 4.0
Findings in
detail
4.9 WHICH
COMMUNICATION
CHANNELS DO
THEY LOVE?
Email then mail.
EMAIL:
of consumers prefer
personalised email.
81%
Text Message/
SMS
20%
81%
Personalised
email
37%
Personalised
letter
10%
Facebook
alert or update
41
Base: Members of a loyalty program (N=884). Option to select more than one channel
provided in this survey question.
(Woolworths)
emails are fantastic
and makes you
feel updated as
a member. Their
communication is
the best out of the
clubs. 35-44 YO
female, QLD
46. 42
Older = email vs
younger = mail.
78%
77%
69%
38%
36%
43%
17%
28%
34%
12%
14%
16%
87%
39%
18%
7%
9%
4%
Total
N = 884
35-44 years
N = 338
25-34 years
N = 338
<24 years
N = 338
45-54 years
N = 340
55+ years
N = 206
Personalised
letter
Personalised
email
Text message
/ SMS
Facebook alert
or update
81%
37%
20%
10%
34%
Several differences can be observed
across the age groups:
89%
The theme overall is that younger consumers are likely to be open to engaging in a variety of different
platforms, whereas consumers over 45 years have a distinct preference for email.
Personalised email is favoured far more by
consumers aged 45+, relative to younger
consumers.
Personalised letters are very appealing to
consumers under 25.
The insight here is that old style letters are of
more novel value to younger consumers and are
more likely to be associated with ‘good news’ as
opposed to older consumers who are more likely
to associate letters with bills!
This highlights a little used opportunity to engage
with younger consumers via mail.
Text message or SMS is considered to be
a good option for engagement amongst
the Under 35s in particular.
Similarly, Facebook alerts and updates are
far more appealing to the Under 35s.
From my own experiences, personalised
emails are completely ignored. Contacting by
other means would draw more attention.
16-24 YO male, VIC
47. 43
4.0
Findings in
detail
4.10 WHICH
LOYALTY
PROGRAMS
DO THEY CARE
ABOUT?
Programs and brands
mentioned.
843 consumers commented on the programs they are a
member of.
Accor
Airmiles
AliBaba
Altitude Rewards
Amex
Amcal
ANZ Rewards
Autograph
Athletes Foot
Coffee Club
BB’s
Betts Kids
Boost Juice
Brumbys
Choice Hotels
CBA credit card
Crown Signature
Club
EB Games
Emirates
Event Cinema
Everyday rewards
Fusion
Flybuys
Gloria Jeans
Horseland
Hoyts
Hudsons
IGA
IKEA family
Jeans West
Katies
Millers
Mychemist
MYERone
Muffin Break
National Pharmacy
Oxford
Pet Barn
Priceline
QFF
Rewards Central
Rivers
Rockmans
Snowys Outdoors
Sportscraft VIP
Spotlight
Sumo Salad
Supabarn
Terry White
Toys r Us
Village
Virgin
48. 44
Programs that got the nod as
doing a ‘good job’.
The most mentioned loyalty programs as doing a “particularly good job” are:
Flybuys / Coles
Everyday Rewards, Woolworths
Qantas
MYERone
Priceline
Virgin
CBA Credit Card
IGA
Millers
Rewards Central
Spotlight
All Others
None
37%
22%
11%
6%
5%
2%
1%
1%
1%
1%
1%
<1%
12%
Base: Members of a loyalty program (N = 884)
The fact that 78% of
respondents, without being
given a list of options, provided
the name of a program they
considered to be doing a
‘good job’, suggests that the
vast majority of Australians do
actually see merit in joining a
loyalty program.
49. 4.0
Findings in
detail
4.11
CONSUMERS’
COMMENTS
ABOUT
LOYALTY
PROGRAMS
Priceline
They are constantly in contact with me, letting
me know what’s on sale and what’s going to
be available and what competitions, bonus
buys and offers that members can utilise.
Keeping the brand in my mind by being in
touch all the time.
Female, 24-34 years
MYERone
I like that you don’t need your card to
redeem points in store (via app is great) I
have received vouchers from them - tangible
rewards for spending. It is easy to collect
points as they sell a broad range of products.
Also have had Myer VIP shopping nights as a
reward to customers.
Female, 25-34 years
Sportscraft VIP program
I think it’s quite good value that when you sign
in online as a VIP you get instant discount on
all items on the website. They also have lots
of sales online just for VIP members. I think it
was also great that the sign up was so simple
and could also be done online.
Female, 16-24 years
Millers
Millers is great because not only do they have
cheap clothes, they give you discounts off
sale items too..
Female, 45-64 years
flybuys
Because they update regularly, send
emails with my points balance and discount
vouchers.
Female, 25-34 years
Everyday rewards
I like that it can be linked to my Qantas FF
program. I also like that you can accrue points
simply by purchasing your everyday items,
you don’t need to go out and buy something
that you may never use to accrue points.
Recently, they sent me a keychain to use
as well as my card, this is really handy as
sometimes you don’t have your purse with you,
but you almost always have your keys.
Female, 25-35 years
843 customers gave their point of view.
A few of the good.
45
50. 46
Just make the rewards worth staying with you
for. Don’t make the customer need to spend
millions to redeem chicken feed.”
45-54 yo male, QLD
Some rewards programs are designed for
big spenders in the higher income brackets.
People with low funds, small spenders can
never hope to accrue enough points etc. to
benefit from the program.
55-64 yo female SA
Points that expire are one of the biggest turn
offs. Paying to belong to a loyalty program...
I’m already spending my money at your
business and you expect me to pay you to
belong to your program too??
45-54yo female, SA
I do feel negatively when asked to pay to be
a part of a loyalty program. I did pay $10 I
think to join Bras N Things, but I have to buy
2 bras a year to benefit, so don’t think I will
bother again. I expect a loyalty program to
be free, and to actually have a benefit to me.
I think Just Cuts, for example, is fairly lame,
as they keep no records of me on their pc,
so if I forgot to offer up my discount card,
then it’s as if I never got a haircut. It’s like they
know people will forget, so one never earns
that free hair cut. I don’t think I have ever
benefited from some of the cards I have, so
why do they even bother to have them?
45-54 yo female NSW
Please don’t make the programs too
complicated or time intensive to gain rewards.
And reward points that expire are a waste of
time and misleading.
16-24 YO female, QLD
I just think loyalty programs are all about the
company selling more. It’s not about rewarding
the customers as it’s really aimed at people
who are big buyers.
45-54 YO female, WA.
A few of the NOT so good.
52. 48
Directivity was established in 2007 to provide
customer acquisition and loyalty strategies
for organisations in financial services, energy,
tourism, manufacturing, education, IT and retail.
Adam Posner (CEO) has been involved in a range
of loyalty programs from large retail programs
such as the new flybuys program launched in
2012 as well as the development of self-funding
financial modelling for loyalty programs for
pharmacy and large accommodation networks.
Adam’s obsession with loyalty drove him to initiate
this research study as the first of its kind that digs
deep to understand what Australian consumers
really feel about loyalty programs.
Adam is also the author of the practical book
on loyalty ‘Give-back to Get-back - 9 steps to a
profitable loyalty program’.
Citrus is a specialist digital agency focused on
growing the value of the relationship between
brands and their consumers through key digital
touch points.
With more than 15 years’ experience and a strong
heritage in retail, Citrus has delivered award
winning solutions to leading brands including
Sportsgirl, Metalicus, Review, adidas, Coopers,
Samsonite, TaylorMade, John Frieda, and the
Victoria Racing Club.
Our full service digital capabilities enable us
to build and enhance consumer relationships
through digital communications and loyalty
programs across web, email, mobile and social.
Adam Posner
CEO
Directivity
Pete Noble
CEO
Citrus
53. 49
Directivity
t. 0433 818190
e. adam@directivity.com.au
Level 7, 390 St Kilda Road
Melbourne
Victoria Australia 3004
www.directivity.com.au
Citrus
t. +613 9681 5333
e. info@citrus.com.au
Level 8, 100 Albert Road
South Melbourne
Victoria Australia 3205
www.citrus.com.au