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SEASON 1EPISODE 1043:00 TOTAL

Building customer loyalty in the age of the internet

An executive examination of building customer loyalty in the age of the internet, bringing brand, business and agency leaders together to separate durable practice from fashionable noise. The discussion turns a broad marketing question into decisions leaders can use across strategy, customer experience and growth.

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EXECUTIVE READOUT

Three decisions worth carrying forward.

  1. Loyalty begins with delivered value before it becomes a programme.
  2. Use data to recognise context, not to manufacture intimacy.
  3. Reward behaviour without training customers to wait for discounts.