Loyalty

Delegated Loyalty – Loyalty in an AI World

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File 000000000fa481f4b8cf5b268ddc98f8 Delegated Loyalty 8211 Loyalty in an AI World

I know. Another blog and it’s not even 2027 yet!

Recently Troy, CEO of Zitcha and my ultimate boss, wrote about a conversation he had had about AI shopping with Steve Biddle. The crux was that Steve had wanted new trainers for refereeing football and had delegated the whole process to AI, from initial search to purchase. He got the outcome he wanted without having to think about the brand or the retailer. You can see the original LinkedIn discussion here.

Brand, style, emotion, humanity potentially removed from the buying decision. Or at least, no longer things the customer has to think about directly. He wanted the right trainers with as little hassle as possible. But does handing the decision to AI also remove the bias? Read More ...

Your Cart Abandoned You For a Reason

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Abandoned cart emails are one of those things that sound almost too obvious. Someone puts a shiny new kettle in their basket, forgets about it, and you gently nudge them a day later with an email that says: “Hey, you forgot something.” Simple. Effective. And for retailers, often the lowest-hanging fruit on the tree.

But then, a few days later, things get weird. Suddenly, the kettle has developed friends. Now your inbox is full of toasters, microwaves, sandwich makers, and possibly even a smug little milk jug. Somewhere in the retailer’s system, a switch has been flipped from “remind” to “relentless.” Read More ...

Ecommerce: The Nexus of Delight & Retail Optimisation Mechanics

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Gamification has been a huge focus of my life, but the last few years have seen me change my career quite dramatically. I find myself in a role that no longer revolves around using game mechanics and the like.  Instead, I am focused on improving online retail experiences through testing, optimisation, personalisation, merchandising and so on.

Whilst gamification may seem a million miles away from this, there is actually very little difference. They are both focused on behavioural change – they just use different mechanics. Read More ...

Gamification: Is Loyalty Going Wrong?

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This article is interesting, as it shows consumer groups are converned about loyalty schemes in retail that use challenges to encourage more spending. https://www.bbc.co.uk/news/articles/ceq33z0gxj4o

Consumer groups have raised concerns over new “challenges” introduced by major UK supermarkets, including Tesco, Sainsbury’s, Asda, and Morrisons, that reward shoppers with extra loyalty points for increased spending. These challenges, part of increasingly sophisticated loyalty card schemes, could potentially lead to overspending. While supermarkets claim these schemes offer better value and personalised savings, consumer group Which? and debt charity StepChange warn they could encourage people to spend beyond their means. The caution comes amidst rising food prices and the average person holding loyalty cards for three different supermarkets. Read More ...

The Importance of Offboarding

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A million years ago (well 2013) I did a talk at my first big conference – Gamification World Congress ’13. I chose to talk about a potential framework for a gamified career path, using a game board, constant feedback loops etc.

Career 2.0 Gamification of a Career – GWC Talk

It was a decent talk and the concept was, if I do say so myself, a bit ahead of its time. That said, I do see elements of it in the real world now, which is awesome!

I spent time then and have done a lot since, talking about the importance of onboarding new members of staff. However, I know now, that I missed a very important part of the employee journey – Offboarding

I did a quick search for a definition of offboarding and found this one that I felt was interesting.

Offboarding is the process that leads to the formal separation between an employee and a company through resignation, termination, or retirement. It encompasses all the decisions and processes that take place when an employee leaves.

  • Transferring that employee’s job responsibilities
  • Deactivating access rights and passwords
  • Turning in equipment
  • Conducting exit interviews to gather feedback

https://www.bamboohr.com/blog/offboarding-why-it-matters/

Read More ...

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