#79 - The Psychology Behind Customer Loyalty | David Parsons

David Parsons is an award-winning expert in customer loyalty and the CEO of Ellipsis, a consultancy helping global brands like Audi, eBay, Visa, and Australia’s major banks drive growth through customer science. In this episode of The Agency Podcast, David breaks down the difference between emotional and behavioural loyalty, reveals why most brands misread what their customers really want, and shares how loyalty programs are evolving into powerful front-line brand strategies. A must-listen for anyone building customer relationships that last.

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(00:00) Introduction
(08:23) Engaging Creatively with Influencers
(13:05) The Importance of Authenticity in Content
(24:29) The Evolution of Influencer Trends
(31:04) Addressing Challenges
(39:00) Building Influencer Networks
(44:19) The Transition to Product-Based Ventures
(50:41) Effective Branding
(53:26) Honesty and Transparency
(01:01:37) Navigating AI's Role
(01:08:06) The Emerging Role of Creativity
(01:12:43) Future Trends in Influencer Marketing