A global player in the finance space wanted to bring loyalty to life, to understand how it is seen through the eyes of thought leaders, industry practitioners and Australian consumers.
We conducted a multi-phase research program, with the ultimate objective being to identify, test and refine current future perspectives on loyalty, to deliver the client a validated loyalty framework plus guidance on its application in a local market context. By delivering a 360 degree view, we were able to balance theory with consumer perspective and commercial realities.
Our results helped the client move beyond the transactional to solve consumer problems, and drive an emotional connection to the brand.
By understanding the fundamental ingredients that contribute to loyalty, the client was able to focus on designing experiences that create lasting memories.