Mark Sage

5 Lessons to learn from Woolworths loyalty meltdown

What a difference a month makes in the world of loyalty. Back in October, Australian grocery retailer Woolworths announced the relaunch of their loyalty program and its transformation from the points based “Everyday Rewards” scheme to a new cash back scheme called “Woolworths Rewards”. The…

Enhancing digital coupon recall and usage

If asked, could you draw the Apple logo unaided?   Can you remember all it’s simple features?  Is there a leaf or not?  Is there a bite out of it?  Which side? Given the ubiquity of the logo on our devices and in the media,…

Periscope and Meerkat lead the way on creating a new kind of shared experience

"What if you could see through the eyes of a protester in Ukraine? Or watch the sunrise from a hot-air balloon in Cappadocia? It may sound crazy, but we wanted to build the closest thing to teleportation." Rather poetically (and much quoted), this is how...

Loyalty – Building a better mousetrap

Ask someone how many loyalty programs they are a member of and they can probably name 3 or 4 big programs they use regularly. However, in the US, loyalty program membership is now over 23 per household and between 2008 and 2012 it grew...

Digital – A Coming of Age

Within any generation there is always someone who is a link between the old order of things and the new. We’ve just commemorated 100 years since the First World War started, and for me it feels remote, but real.  I didn’t know anyone who served,...

The rise of the alternative (loyalty) currency

You can’t have failed in recent months to see the rise of alternative currencies like Bitcoin. With SIBOS, one of the worlds premier financial services events dedicating a whole day to Bitcoin discussions and Paypal enabling Bitcoin support amongst it’s digital merchants, there is no doubt...

Challenge for CPG: Focus on the basket, not the trolley

I have to admit I love Shreddies. Little woven parcels of wholegrain goodness which, if you listen to the marketing blurb from Nestle, are lovingly hand knitted by a nana called Pearl and her friends.  They have their own Facebook page and Twitter account.  Part...

Changing the choice context can change the game

I saw a number of presentations from various UK startups in the last few weeks and one really caught my attention. Playmob is a startup focused on linking charitable giving to the purchase of game items/actions.  When CEO/Founder Jude Ower presented she described the positive...

Tesco Bag-For-Life outlasts customer life time

What’s interesting about modern grocery shopping in the UK today is that the disposable plastic bag, so vilified by many, has been replaced with “lifetime” bags - thick plastic bags that last a long, long time.   If you purchased one these bags you’d tend...

Airlines show how tablets create loyalty ESP

There’s a lot of talk within loyalty about the increasing volume of customer interactions and how these are being enabled through mobile devices, wearables and the Internet of things. Indeed, Microsoft consider it so important that they’ve apparently setup a special task force to develop...

Amazon – A dash for loyalty

Dash, the latest technical innovation from Amazon threatens to totally change the whole shopping experience… and retail loyalty.   Using a combination of voice recognition and bar code scanning, the standalone “wand” allows anyone in the household to add to the shopping list when an...

Sales Promotion Comes of Age

I was speaking at the Retail Business Technology Expo last week and what was interesting is how payments, coupons and loyalty have all merged into a single entity. Whether you were a POS vendor or a payments solution, everyone had a solution that included coupons...

5 Key Trends for 2014 – The Year of “Now”

The pace of change bounds on and 2014 will be no different. Picking up on key trends that have been maturing during 2013, the following are my thoughts on how some of the trends are all coalescing around a single vision of "now". 1....

Will Shell’s re-introduction of service revitalise loyalty

There seems to be a never ending trend to automate and self-serve. Retailers are introducing self-scanning solutions. Train stations are introducing 24hr ticket machines. Health care has introduced self-service diagnosis such as NHS Direct Amazon has introduced automated delivery drones (well, not quite yet…) There…

Remarketing – Loyalty’s “Groundhog Day”

On February 2nd 2013, famous groundhog Punxsutawney Phil didn't see his shadow in Pennsylvania. This apparently meant that spring would come early this year - although i'm not sure anyone actually told spring about that as we had a long, drawn out winter - but...

Is opt-in simply a cop-out?

When marketers talk about wider customer interactions they tend to focus on language about consumers "opting in" – letting consumers choose to tell you about their interactions, transactions and viewing habits in exchange for rewards – typically framed as "exclusive" discounts or some other...

Loyalty vs Lock-in (Current Account Switch)

In September there will be a big shakeup in the UK personal banking market. The launch of the Current Account Switch Service will enable consumers to more easily move their current accounts from one bank to another - for free. The switch has a...

Customer engagement reinvented through the crowd?

There is a real trend at the moment about empowering the crowd. Back in 2012, UK Deputy Prime Minister set out his vision for a "John Lewis" economy - making reference to the popular UK department store which is owned by it's employees. It...

Loyalty has to keeping up with ever increasing customer expectations

Back in 2010, pioneering restaurant inamo launched a whole new user experience for diners. Using a combination of computers, projectors and software, inamo provides an immersive ordering solution that literally cuts out the middleman (the waiter) from the process and enables each individual diner to...

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