Episode 10: Jane Fisher, Group Director for Financial Services and TFG Rewards.
Loyalty during COVID-19 and beyond: Jane Fisher shares the work which TFG have done to help their 16 million TFG Rewards customers during lockdown. TFG has implemented new channels for payments for the 3 million credit customers who are also members of TFG Rewards. Enjoy Jane’s openness on how TFG has partnered with a grocery retailer to offer more to their customers and how they adapted business as usual to help their members.
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Episode 9: Roxanne Homes, Head of Marketing mrpmoney
Loyalty during COVID-19 and beyond: Roxanne Holmes shares a different perspective to serving the mr price’s most loyal credit customers. In the absence of a traditional loyalty programme, mrpmoney manages their portfolio of customers through focused CRM and the introduction of innovative payment channels to service their customers during lockdown. Focused integration into their well-established ecommerce stores is also key for mrpmoney.
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Episode 8: Loyalty during COVID-19 and beyond - Cecile Henry, IBL Group Loyalty Manager (wiiv rewards)
Loyalty during COVID-19 and beyond: Cecile Henry brings an international touch to this podcast series by explaining what actions they have put in place for www.wiivrewards.com loyalty members – the largest loyalty programme in Mauritius and the only multi-partner programme in the country.
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Episode 7: Loyalty during COVID-19 and beyond: Johan Moolman, eBucks
Loyalty during COVID-19 and beyond: Johan Moolman, CEO of eBucks describes how eBucks has seen its members use their eBucks on more of life’s basic necessities like food, airtime and electricity. eBucks has also set up the capability for its members to contribute their eBucks currency to the Solidarity Fund during COVID-19.
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Episode 6: Do loyalty programmes actually influence customer behaviour?
Strategically, brands cannot jump into the world of loyalty lightly. It is a long term commitment to their consumers and not a short term marketing campaign. The number 1 question we are asked by brands wishing to either create a new loyalty programme or improve upon an existing loyalty offering, is “will the loyalty programme change our customers’ behaviour?”
Commercially, when Truth helps our clients to create business cases regarding loyalty programmes, the magic number for changed behaviour is typically between 2-6% incremental revenue change. Obviously, this varies massively by industry and maturity of programme, market place, etc. As a broad-brush estimate, we use 4% incremental revenue performance but how is this achieved?
In this episode, Amanda Cromhout talks about customer behaviour and how loyalty programmes definitively influence this.
To download the 2019/20 Truth & BrandMapp Loyalty Landscape Whitepaper simply click here.
Happy listening!
The Truth behind Loyalty is a knowledge-sharing series of podcasts, where Amanda Cromhout, founder and CEO of Truth shares her almost 25+ years of experience and learnings in the field of loyalty & CRM. This series is aimed at all professionals working in loyalty and marketing.
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