84% Admit They’re Still Not Doing The Real Thing Personalisation has become one of the most talked-about topics in loyalty, CRM and customer engagement. It’s featured in strategy decks, conference presentations and technology roadmaps for years. But how close are organisations to actually delivering it? That was the question explored during the latest ELA™ Loyalty …
Loyalty Brunch – Personalisation: Dream vs Reality Read More »
Loyalty program enrolment is tightening. Active engagement is steady. AI and agentic commerce hit a trust nerve. Results from the 14th edition of the annual Australian customer loyalty and loyalty program research study, For Love or MoneyTM 2026, reveals market penetration of programs remains high with 93% of Australian consumers indicating they are a member …
I was getting my usual haircut earlier this month when the conversation turned from football to my studies at Cambridge. I asked my barber a question many in our industry are currently losing sleep over: “Do you think AI will take away our jobs one day?” He smiled and shared a profound insight without using …
Loyalty may be emotional, but measuring its success is all about the numbers. If you’ve ever struggled to answer a CFO’s question about program performance or want to know how to calculate things like Customer Lifetime Value (CLV) or true ROI, this one’s for you. These three articles break down the formulas and frameworks that …
Key Formulas Every Loyalty Marketer Should Know by Loyalty Economics Read More »
The momentum behind customer loyalty programs has never been stronger. According to data from Mintel, the UK has seen a sharp increase in loyalty program participation in 2025, with 80 percent of consumers actively engaging in at least one scheme. For enterprise brands, this shift reflects a broader realization. Discounts alone are no longer a …
Three loyalty trends that will define 2026 by Talon.One Read More »
Back in 2017, when I was appointed to lead a Nike team to launch their first membership & commerce app across Europe, nobody handed me a brief that said “sell more shoes.” In fact, I knew intuitively that the primary aim had nothing to do with the “shoes” themselves. We all knew the real question …
Exclusive webinar, Trust Over Hype: How to Design Sustainable Loyalty Programs,April 22, 2026, at 1:00 PM CEST. Register here to secure your spot and claim your e-book. According to Bain & Company, 70% of consumers want to live sustainably, yet few actually do. This difference between consumer intent and action is one of the greatest …
Trust Over Hype: Sustainable Loyalty in a Post-Greenwashing Era by Comarch Read More »
On 25th March 2026, we hosted our first Loyalty Brunch, bringing together brand-side practitioners for a 45-minute, no-nonsense conversation under Chatham House rules. Hosted by our Founding Contributor, Pauline van Dongen-Deckers, the session focused on a question many teams quietly wrestle with: How do you know when your loyalty program needs an upgrade? Across industries …
Loyalty Brunch #1: When is your program actually working? Read More »
The most powerful loyalty moment doesn’t happen in emails, apps or ads; it happens at the checkout. Retail history offers plenty of proof. In Delivering Happiness, former Zappos CEO Tony Hsieh described how employees would often upgrade shipping to overnight at no extra cost simply to create a memorable moment for customers. Small gestures like …
Entry: March 2026 After years in digital roles across the sports industry, earlier this year I made the leap from corporate life to join the scale-up BLACKROLL to build their membership programme from the ground up. The timing couldn’t have been more exciting as BLACKROLL is evolving from a sports recovery pioneer into a longevity …
The BLACKROLL Membership Build: Priya’s Launch Diary Read More »
