35: Winning Tactics for Customer Loyalty

In episode 35 I spoke with Fiona Stevens about how brands can build powerful loyalty program to acquire, engage, and retain customers.

Loyalty programs get a bad reputation at times, and in alot of cases rightly so. It’s unclear how you earn points, it’s unclear how you spend points, and so why bother?

The key to a good loyalty program is making it clear what customers get from it, making it relatively easy to get those rewards (not requiring multiple high value orders), and tying those rewards to your brand and your values.

That’s what customers want these days, and if you do it right then even a basic loyalty program will just tick over on autopilot building value for the business.

Mae Karwowski is the founder and CEO of Obviously, a leading global influencer marketing agency and technology platform. Under her leadership since she launched the agency in 2014, Obviously has become the global standard of influencer marketing by providing the best full service client experience, managing complexity and scale of influencer work, and using data analysis to inform all strategies.

Fiona Stevens is the Head of Marketing at LoyaltyLion, a data-driven loyalty and engagement platform for fast-growth ecommerce merchants. LoyaltyLion helps thousands of retailers worldwide to build fully customised loyalty programs, proven to increase customer engagement, retention and spend.

Fiona has over ten years’ experience in Marketing, having worked in-house and agency side across functions including PR, SEO and content. She has specialised in loyalty for retail and ecommerce brands for the past five years.