The document discusses the evolution of customer loyalty programs, emphasizing how technology and digital payments have transformed customer engagement strategies. It highlights key thought leaders in the industry, including Colin Shaw, Sarah Robinson, and Don Peppers, who are shaping the future of loyalty marketing through their expertise and insights. The document also encourages readers to stay updated on customer loyalty trends and influential figures in the field.

1. THE MOST IMPORTANT VOICES IN
CUSTOMER LOYALTY

2. Customer loyalty programs have been around
for decades – and with good reason:

3. Consumers are over 80 percent more likely
to shop at stores with a loyalty program.

4. As consumers embrace digital and mobile
payments, the nature of incentive programs
is changing.

5. Technology has transformed the way businesses
think about (and reward) loyalty.

6. Customer loyalty isn’t just a punch card
tucked away in someone’s wallet.

7. • fostering community and engagement
• building stronger relationships
• and raising the customer lifetime value
It means:

8. As the industry grows and changes, emerging
thought leaders are guiding the customer
loyalty dialogue into new territory.

9. While you may recognize some influential names in
this slideshow, this list also details some of the
newcomers paving the way for the next
developments in loyalty.

10. Colin Shaw
Founder of the customer experience
consultancy, Beyond Philosophy
Author of The DNA of Customer
Experience: How Emotions Drive Value
Keynote speaker + shares his
expertise regularly on LinkedIn

11. Twitter:
@ColinShaw_CX
Blog:
beyondphilosophy.com/blog
LinkedIn:
linkedin.com/in/colinrjshaw
Must-read post:
5 Ways to Gain Customers’ Trust in Data
Security

12. Sarah
RobinsonPresident and CEO of Sarah Robinson Co
Keynote speaker, as well as the Best-Selling
Author behind Fierce Loyalty: Unlocking the
DNA of Wildly Successful Communities
Helps clients build thriving communities
and foster employee engagement

13. Twitter:
@SarahRobinson
Blog:
fierce-loyalty.com/blog
Linkedin:
linkedin.com/in/sarahrobinson
Must-listen podcast:
Entrepreneur on Fire Interview with Sarah
Robinson

14. Barry Kirk
VP of Loyalty Strategy at Maritz, a
marketing services company
His experience as Senior Director of Digital
Strategy at Bunchball brings unique and
valuable insight to those interested in
loyalty marketing
Shares his expertise weekly as the co-host
of the podcast, The Customer Loyalty
Space

15. Twitter:
@BarryKirk
Blog:
maritzmotivation.com/blog
Linkedin:
linkedin.com/in/barrykirk
Must read post:
Keep Them Guessing:
Loyalty Programs Need Randomness

16. Ashley Tate
Director of Marketing at BigDoor, where
she shares insights on the company blog
Her Loyalty Leaders series provides
refreshing interviews with industry experts
Co-hosts the podcast, The Customer
Loyalty Space

17. Twitter:
@ashtate /@bigdoor
Blog:
bigdoor.com/blog/
Linkedin:
linkedin.com/pub/ashley-tate/2b/122/551
Must read post:
Top 10 Retail Loyalty Programs

18. Don Peppers
Author of 11 books on customer strategy,
including Extreme Trust: Honesty as a
Competitive Advantage
Global authority on marketing and business
competition and was listed by The Times of
London as one of the “Top 50 Business Brains”
He shares thought-provoking articles on his
influential LinkedIn account

19. Twitter:
@DonPeppers
Blog:
peppersandrogersgroup.com/blog
Linkedin:
linkedin.com/in/donpeppers
Must read post:
Turn Customer Frustration Into an
Opportunity

20. Mark
JohnsonPresident and CEO of Loyalty360
Loyalty360 is a resource for loyalty,
customer experience, and
brand/customer engagement strategy
The company offers research, reports,
webinars, conferences, expert articles,
and more

21. Twitter:
@MJohnsonLoyalty
Blog:
loyalty360.org
Linkedin:
linkedin.com/in/loyaltyexpo
Must-read post:
Interview with Solutions to
Fuel Your Bottom Line: Part 1 and Part 2

22. Erin Raese
Co-Founder of aforementioned Loyalty
360, as well as the Editor-in-Chief of
Loyalty Management magazine
Loyalty Management is a one of a kind,
customer driven quarterly-publication
that focuses on loyalty,
incentive/reward, and engagement
marketing opportunities

23. Twitter:
@erinraese
Blog:
loyalty360.org
Linkedin:
linkedin.com/in/erinraese
Must-read post:
Loyalty Strategy Should Come
With a KIS — Keep it Simple, That Is

24. Celiea Brown
Senior Director of Content Marketing and
Customer Engagement at SAP
Editor of The Customer Edge, a website
focused on the future of customer
engagement
The Customer Edge features both original
and curated digital content from thought
leaders and publications across the globe

25. Twitter:
@celiabrown
Blog:
custedge.com
Linkedin:
linkedin.com/in/celiabrown
Must read post:
Top 30 Customer
Engagement Influencers on Twitter

26. Evan
HamiltonEvan Hamilton is the Director of
Community & Customer Loyalty at ZOZI.
His blog is a goldmine of information on
how to build value through customer
retention, brand awareness, and
loyalty.

27. Twitter:
@evanhamilton
Blog:
evanhamilton.com
Linkedin:
linkedin.com/in/evanhamilton
Must read post: Loyalty Leader Series:
Interview with Evan Hamilton from ZOZI

28. Thomas
KnollFounder and CEO of Primeloop, Online
community advisor and consultant
Thomas has been building online
communities for brands and
organizations for over 17 years and
regularly shares valuable resources on
Twitter

29. Twitter:
@thomasknoll
Blog:
cmty.primeloop.com
Linkedin:
linkedin.com/in/thomasknoll
Must read post:
An Interview with Thomas Knoll

30. What customer loyalty thought leaders
or experts do you follow online?

31. To stay up to date on customer loyalty
news, trends, and technology, visit:
www.TechnologyAdvice.com