Philip Shelper has extensive experience within the loyalty industry, including roles at Qantas Frequent Flyer and Vodafone. He is CEO and Founder of leading loyalty consulting agency Loyalty & Reward Co, which serves clients such as McDonald’s, Klarna, NPD Group, Schneider Electric, and P&G. As a member of several hundred loyalty programs himself—and an obsessive researcher of loyalty psychology and loyalty history—Phil understands the essential dynamics of what makes a successful loyalty program.
Listen in as he discusses the benefits, challenges, and psychology behind loyalty programs, including how emotions come into play and the behavioral theories that are particularly powerful for successful programs. You’ll learn why the concept of “surprise and delight” is a cornerstone and a challenge of many programs, as well as how the pandemic has not only affected loyalty programs and their offerings, but also exposed the vulnerabilities within many companies and sectors.
Learn the benefits, challenges, and psychology behind loyalty programs with @pshelper, author of LOYALTY PROGRAMS. #loyalty #customerloyalty Click To Tweet
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On Today’s Episode We’ll Learn:
- What makes a loyalty program work—and what doesn’t.
- Why good quality segmentation is important, now and in the future.
- Strategies to get more loyal customers.
- How to innovate without disenfranchising a current loyalty base.
Key Resources for Philip Shelper:
- Connect with Philip Shelper: Website | Twitter | LinkedIn
- Amazon: Loyalty Programs: The Complete Guide
- Kindle: Loyalty Programs: The Complete Guide
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Full Episode Transcript: