Dont Forget About Emotion

Hi Everyone,

It's easy to get so involved in the intricacies and technicalities of loyalty programmes that the most important part - the human aspect - gets neglected.

The technology involved is a marvellous tool - without it, loyalty programmes as we know them would not be possible.

But we must remember that loyalty (and its opposite, the desire to simply walk away) are both intensely human emotions. And, unless the programme generates the right feeling in people, it won't work.

That’s why programmes that “actively work” for the customer by impressing them every week are successful and those that don’t involve emotion but instead juts rebate 1% are unsuccessful.

Cheers

 

 

 

 

Finbarr Malone M.Sc. Hospitality

Director

T (353) 1 485 3203

F (353) 1 5261012

M (353) 87 2368956

E finbarr@customerconnectireland.com

 

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