- 28:54
Interview
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📍Toronto, Canada
Everyone has a loyalty program. Airlines, coffee shops, grocery stores, pharmacies. It has become almost expected. But if you think about your own behavior, you’re probably only loyal to a handful of brands. That gap between having a loyalty program and actually creating loyalty is where most companies struggle. It’s also what made the conversation with Noah Goldberg from Loblaw Companies Limited so interesting. Because when you operate PC Optimum at the scale of nearly 16 million members, you see very quickly what works and what doesn’t.
What stands out is that loyalty is not really about points. Points are just the visible layer. The real engine is engagement. Opening the app, loading offers, interacting weekly, building habits around the experience. That is where value is created, both for the customer and for the business. It’s also where most programs fall short. They exist, but they are not part of people’s routines. And without that routine, there is no real loyalty, just occasional transactions.
Book Author
Drawing from her experience in merchandising and the ideas explored in her book The Material Life, Liza points to the concept to market journey as the root cause of many of these breakdowns.
Drawing from her experience in merchandising and the ideas explored in her book The Material Life, Liza points to the concept to market journey as the root cause of many of these breakdowns.
Book Author
Drawing from her experience in merchandising and the ideas explored in her book The Material Life, Liza points to the concept to market journey as the root cause of many of these breakdowns.
Drawing from her experience in merchandising and the ideas explored in her book The Material Life, Liza points to the concept to market journey as the root cause of many of these breakdowns.
Interview
Lerman highlights the importance of strong discovery during the selection process, alignment between vendors and retailers, and clarity around what success should actually look like once a system is implemented.
Lerman highlights the importance of strong discovery during the selection process, alignment between vendors and retailers, and clarity around what success should actually look like once a system is implemented.
Interview
Lerman highlights the importance of strong discovery during the selection process, alignment between vendors and retailers, and clarity around what success should actually look like once a system is implemented.
Lerman highlights the importance of strong discovery during the selection process, alignment between vendors and retailers, and clarity around what success should actually look like once a system is implemented.
Interview
Founder Sammy Nussdorf chose to build the brand in public, documenting the entire journey online. From signing the lease to designing the space and curating the assortment, the process unfolded openly on social media.
Founder Sammy Nussdorf chose to build the brand in public, documenting the entire journey online. From signing the lease to designing the space and curating the assortment, the process unfolded openly on social media.
Interview
Founder Sammy Nussdorf chose to build the brand in public, documenting the entire journey online. From signing the lease to designing the space and curating the assortment, the process unfolded openly on social media.
Founder Sammy Nussdorf chose to build the brand in public, documenting the entire journey online. From signing the lease to designing the space and curating the assortment, the process unfolded openly on social media.
Interview
Hospitality is not reserved for luxury hospitality brands. It can exist in mid-market retail when leadership makes it intentional.
Hospitality is not reserved for luxury hospitality brands. It can exist in mid-market retail when leadership makes it intentional.
Interview
Hospitality is not reserved for luxury hospitality brands. It can exist in mid-market retail when leadership makes it intentional.
Hospitality is not reserved for luxury hospitality brands. It can exist in mid-market retail when leadership makes it intentional.
Interview
Emily Ketchen, SVP and CMO of Lenovo’s Intelligent Devices Group and International Markets, is leading marketing at one of the world’s largest technology companies during a moment of profound transformation.
Emily Ketchen, SVP and CMO of Lenovo’s Intelligent Devices Group and International Markets, is leading marketing at one of the world’s largest technology companies during a moment of profound transformation.
Interview
Emily Ketchen, SVP and CMO of Lenovo’s Intelligent Devices Group and International Markets, is leading marketing at one of the world’s largest technology companies during a moment of profound transformation.
Emily Ketchen, SVP and CMO of Lenovo’s Intelligent Devices Group and International Markets, is leading marketing at one of the world’s largest technology companies during a moment of profound transformation.
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