customer loyalty Archives | Customer First Thinking

A Question of Loyalty: An Interview with Fred Reichheld, Loyalty Guru and Creator of the Net Promoter System

Fred Reichheld is a Bain & Company Senior Advisor and the Creator of the Net Promoter System. It’s been touted as the “one number a business needs to grow”. A number based on asking just one survey question – the so-called “Ultimate Question”: “How likely are you to recommend our brand to a friend or […]

Reimagining Loyalty Programs: An Interview with Bryan Pearson, Loyalty Marketing Pioneer

Most loyalty programs today do little to make people feel more loyal to the brand. They are mainly promotional tools designed to drive repeat sales by giving away margin in the form of redeemable currency or discounts. Which is why it may be time to reimagine loyalty programs, according to Bryan Pearson, transforming them into dynamic platforms that are a more integral part of the customer experience.