{"href":"http://player.captivate.fm/services/oembed?url=http%3A%2F%2Fplayer.captivate.fm%2Fepisode%2F10652013-0c2c-49f8-ba70-ebceb79d21d9","version":"1.0","provider_name":"Captivate.FM","provider_url":"https://www.captivate.fm","width":600,"height":200,"type":"rich","html":"","title":"#93: KPMG and The Truth About Customer Loyalt\u202ay\u202c","description":"In this episode, I\u2019m summarizing my interview with Selim Tanfous of KPMG, who shared insights from a survey of 18,520 consumers from more than 20 countries, called \u201cThe Truth About Customer Loyalty\u201d. Selim explained the key \u201cpillars\u201d that drive customer loyalty, the importance of personalization compared to the power of your loyalty currency, as well as consumer-led factors such as the power of social media, online reviews and recommendations from friends and influencers in certain markets, particularly in Asia. \r\n\nWe learn some of the key issues, including ongoing frustration around the lack of simplicity, and the reality that most programmes are still more relevant to baby boomers and generation x, rather than the consumers of the future.\r\n\nWe discuss the power of paid loyalty programmes, and the importance of innovation, and for brands to demonstrate a clear purpose, as well as potential for more coalition loyalty programmes and brand partnerships in many markets.\r\n\nTo learn more about this very interesting research from KPMG, you can listen to the full interview \u2013 it\u2019s episode #15 on letstalkloyalty.com\r\n\n\r\n\r\n\nShow Notes: \r\n\n1) Lets' Talk Loyalty Episode https://podcasts.apple.com/ie/podcast/15-kpmg-global-report-the-truth-about-customer-loyalty/id1477471222?i=1000459337194 (#15: KPMG Global Report - The Truth About Customer Loyalt\u202ay\u202c)\r\n\n2) https://home.kpmg/xx/en/home/insights/2019/11/customer-loyalty-survey.html (The Truth About Customer Loyalty - 2019 edition)","thumbnail_width":300,"thumbnail_height":300,"thumbnail_url":"https://artwork.captivate.fm/2a010f19-4799-4530-98a1-839f931fe7fb/2953009-1613915738691-6b7ba330058bb.jpg"}