Lessons in loyalty with Fiona Stevens

Resilient Retails invited LoyaltyLion‘s head of markering, Fiona Stevens, to share the lessons in loyalty she has learned throughout the years.

The podcast is dedicated to breaking down the concepts and tools in the retails industry and how to use them in your business. Broken down in an easy-accessible way, the podcast will help you build a resilient business plan.

This episode is all about loyalty and it highlights the importance of loyalty priotisation for your business. Loyalty, in traditional business terms, is ultimately about repeat purchases. But during this podcast episode Fiona Stevens explains, it is also about engaging with customers between purchases.

Fiona shares what customer loyalty is and how to build a solid relationship with your customers. She also shares that to build a community that shares a love for your brand is the pinnacle of loyalty.

“Your existing customers are the biggest revenue source… and are extremelly valuable to you not just in terms of a repeat purchase, but in terms of a halo effect as well.”

Loyalty, in traditional business terms, is ultimately about repeat purchases. But during this podcast episode Fiona Stevens explains, it is also about engaging with customers between purchases.

Customers are no longer shopping on price, but are becoming concious consumers shopping with brands that align with thier values. Fiona explores the different ways you can demonstrate you are with them on that journey.

They also take a look at how a loyalty mindset can help support your wider business goals and the importance of balancing customer acquisition and retention.  

Other crucial lessons in loyalty discussed during the podcast episode are:

• how easy and beneficial a loyalty program can be;
• who is a loyalty program for;
• how are shopping behaviours changing and can you use this in your advantage;
• examples and insightful tips for using a loyalty program;
• why is personalization the key.

Listen to the full podcast episode here.