Season 8, Episode 4: The Shifting Dynamics of Customer Loyalty

Join Helen Bywater-Smith as she dives into the crucial aspect of customer Loyalty with Andrew Custage, Head of Research Insights at Medallia, and Jean Francois Damais, Global Chief Research Officer at Ipsos CX.

Based on insight from the recent collaborative paper between Ipsos and Medallia, Beyond Transactions: The Shifting Dynamics of Customer Loyalty, the trio discuss the evolving landscape of customer loyalty and the crucial shift beyond transactional metrics to emotional attachment and customer sentiment.

Listen to gain actionable strategies to enhance loyalty programmes and understand the new dynamics of customer engagement. Explore generational differences in loyalty and understand the growing influence of artificial intelligence in loyalty programmes.

This episode provides valuable insights into creating authentic, emotionally resonant loyalty strategies that align with brand vision, enhance customer experience, and foster long-lasting customer relationships.