This episode is also available in video format onwww.Loyalty.TV.
Louisa Evans is Head of Loyalty and Retention for Hornby Hobbies which saw the launch of its Rewards programme, Hobby Rewards, three years ago. In this interview, Louisa talks us through how the product-centric organisation with magnificently created and engineered collectibles turns into a customer-led business.
They had to pivot from a pure B2B company to create a D2C channel during covid, resulting in Hobby Rewards. This is a magnificent inside view into a concept referred to as generational loyalty and data-led decision making, combing transactional and emotional loyalty.
