News & Insights

THE CHALLENGE: Bridgestone Australia wanted to grow customer retention and spend in their retail store network by redesigning their customer ‘Tyre Maintenance Program’. Their existing program contacted customers via direct mail, advising them to visit a store for a tyre check. Appointments were generally made via...

Customology’s General Manager, Michael Barnard recently presented at the Australian Loyalty Association's Customer Engagement and Loyalty Conference in Melbourne. Michael presented to hundreds of loyalty professionals at the ALA Loyalty Conference in Melbourne joining the likes of Flybuys, MasterCard, Total Tools and Metcash to name a...

Recent reports state that in order to drive customer loyalty, brands must have a loyalty program in place. We disagree!  Don’t get me wrong, we think some loyalty programs are fantastic. As long as they have a clear purpose, a strong strategy behind them and deliver...

Customology's Head of Growth, Michael Woodruff recently presented at the Franchise Advisory Centre’s Management Forum in Brisbane. Michael's presentation included valuable insights on: The difference between a customer program and a loyalty program, and the value of each to a franchisor. How understanding customer behaviour can...

Wikipedia’s definition of a loyalty program is: ‘Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program.’ If you were a customer about to sign your details up to...

Our co-founder Mark James recently joined the Network Brisbane panel, sharing his thoughts on customer journeys. Fellow panel members included Michael Joo, General Manager at Datarati and Suzanne Carr, Customer Strategy Director at Customer Frame. Mark focused on the retention stage of the journey, revealing the...