Money Majlis Ep 29. Loyalty is dead. Long live loyalty. A discussion with Ajay Row, the guru of customer loyalty
Welcome to a special episode on customer loyalty where Suvo Sarkar is in deep discussion with Ajay Row, a globally acknowledged expert on loyalty programs and the founder & chairman of Customer Capital.
Why is data the most valuable commodity but is freely given away? What are the 6 key assets of a loyalty program? Are points better than discounts? Should we try to dazzle and delight every single customer? And how are digitisation and AI transforming the “card-points-rewards” principles of loyalty?
Ajay analyses the economics of pan-bank loyalty programs and explains why they mostly fail to take off. And he lays out the future factors for success, and argues that marketers need to redefine their job roles.
Join Suvo & Ajay for a thoughtful discussion on unboxing loyalty programs, enhancing email open rates and sailing in Mumbai harbour every weekend. If you are in the business of banking, marketing, sales or loyalty, or believe making money from customers by delivering affordable value is important, this is one episode you can’t afford to miss.
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Research by : Shekhar Krishnamurthy
Production : Poddster
Giving partner : Goodworld