Educational resources for self-learners
Why Do Some Loyalty Programs Fail To Build True Customer Loyalty?
This video from Business Guide 360 explains why traditional loyalty programs often fail and highlights the importance of emotional connections and engagement over transactional rewards for true customer loyalty.
The Key to Customer Loyalty with Joseph Michelli
Dive into this insightful discussion with Joseph Michelli, a renowned psychologist and bestselling author on customer experience. This video delves into the crucial shift from transactional loyalty (based on rewards) to emotional loyalty, emphasizing the 300% greater impact of personal connections. You'll explore the pitfalls of traditional loyalty programs that often ignore emotional drivers and learn about balancing AI and human interaction to foster genuine engagement in startups and brands.
Marketing Analytics: Customer Analytics
Learn to use marketing analytics to understand customer behavior and improve customer loyalty.
Transactional VS Emotional Customer Loyalty Featuring Mark Ross-Smith
An insightful episode where Mark Ross-Smith (a top loyalty expert) discusses why brands must balance transactional incentives (points, perks) with emotional engagement (personalized experiences, positive brand relationships) for sustainable loyalty.
Customer Loyalty Programmes... Why Bother! : Lance Walker at TEDx
A TEDx talk exploring why traditional loyalty programs often fail and the importance of emotional connection.
Master Class: Managing Customer Loyalty
Explains the Wheel of Loyalty and explains on how to build a Foundation for Loyalty, create Loyalty Bonds, and reduce Churn Drivers. Discusses Tiering of Services and related acquisition and retention strategies. Explains why having loyalty programs that mostly give freebies or discounts are generally not a good way to build customer loyalty. Discusses the difference between attitudinal loyalty (ie share of heart) and behavioral loyalty (ie share of wallet).
The Psychology of Customer Loyalty
Explains how personalization, customer health scores, and sentiment analysis drive loyalty in SaaS and tech environments. Shows why engagement (not just transactions) is the key signal of loyalty and how to spot at-risk customers early. Highlights the shift from transactional to emotional loyalty by focusing on customer success, not just discounts or points. Uses a real B2B/SaaS example (HubSpot) that’s easy to relate to if you’re interested in startups and product-led growth.
How Apple Builds Loyalty (It’s Not Just the Product)
Explore how Apple cultivates deep customer loyalty through brand identity, community, and experience, moving beyond transactional rewards. This video offers insights into emotional loyalty and its impact on business value.
Beyond Points: Designing Loyalty That Feels Personal
This session from the Loyalty Leaders Podcast examines how iGaming (and related sectors like casinos and airlines) create loyalty through emotional connection, surprise rewards, VIP experiences, and tiered elite benefits. It analyzes thoughtful program design and psychological triggers to deliver lasting player loyalty—key for business growth and marketing optimization.
iGaming Pulse: Trends, News & Analysis
Dive into this episode of "iGaming Pulse" to understand how operators are evolving their loyalty strategies from VIP-focused to mass-market, mobile-first approaches. Explore the role of automation and data-driven retention in modern iGaming reward systems, gaining insights directly applicable to designing effective player loyalty programs for your startup. This podcast will deepen your understanding of gamification and AI-driven loyalty strategies.
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