What happens when points, discounts and rewards are no longer enough to earn lasting customer loyalty?

Elie Carrier-Walker, Vice President, International Client Services, Loyalty at Epsilon, explores how loyalty is evolving from a traditional marketing programme into a strategic business capability.

Elie shares why successful loyalty strategies need to go beyond transactional rewards to build trust, emotional connection and long-term brand preference. We discuss the balance between transactional and emotional loyalty, the role of brand reliability, and why loyalty needs to be embedded across the wider business — not treated as simply another marketing initiative.

We also explore some of the most common reasons loyalty programmes fail to deliver lasting value, and what brands can do differently to create stronger customer relationships and sustainable growth.

This episode is sponsored by Epsilon. Epsilon has been helping clients deliver on their loyalty objectives globally for more than 50 years. Today, Epsilon Loyalty combines deep loyalty expertise with market leading technology to create growth-based programmes that fundamentally change habits and deliver measurable long-term value.

Hosted by Charlie Hills

Show Notes:

1)Elie Carrier-Walker

2)Epsilon

3)The Team of Rivals by Doris Kearns.