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Summary:
Join us for an insightful episode, where we delve into the intricacies of Paul Smith’s innovative loyalty program. Discover how this premium brand navigated the challenges of creating a unique customer experience that aligns with its heritage and values.
Why you should tune in:
- Gain a deeper understanding of the strategic thinking behind loyalty programs.
- Learn from industry experts about the challenges and successes in implementing a premium loyalty experience.
- Discover how Paul Smith integrates creativity and customer engagement into their loyalty strategy.
We’re joined by Paul Smith’s Head of Digital, Hannah Bennett, and Ed Bull, owner of their strategic agency partner, Limesharp.
Whether you’re a brand strategist, marketer, or simply curious about loyalty programs, this episode offers valuable insights and practical takeaways.
Key discussion points you’ll enjoy:
🔎 The evolution of Paul Smith’s loyalty program and its strategic goals.
👩🏽 Challenges faced in aligning different stakeholders and departments.
👀 The role of gamification and creative concepts in enhancing customer engagement.
🔗 Insights into the integration of online and offline customer experiences.
⚙️ Tech stack decisions.
🙏 Future plans and innovations for expanding the loyalty program.
Watch / listen now
Listen on your favourite player
Chapters:
- [00:40] Introduction to Hannah Bennett & Ed Bull
- [03:00] Overview of Paul Smith’s Loyalty Program
- [06:10] Challenges in Developing the Program
- [11:45] Innovative Features and Gamification
- [16:00] Integration of Online and Offline Experiences
- [26:00] Future Plans and Expansion
Want to suggest a topic or guest for a future episode? Contact us via the website or on LinkedIn.