S1 E3: How Customer Loyalty will change in a post-COVID world
Episode 5, Oct 01, 2020, 10:00 AM
In this week’s episode of ‘Digital Careers Meets’, we discuss: ‘How Customer Loyalty will change in a post-COVID world’.
My guest is Paul Smitton, CEO at Asia Miles, part of Cathay Pacific. He is responsible for managing Asia’s leading travel and lifestyle rewards programme, which has a portfolio of over 12 million members and more than 800 business partners worldwide.
In this episode we cover:
- What's changed around customer loyalty through COVID-19
- The importance of earning trust and taking a long-term view towards customer relationships
- Digital innovation including improving customer loyalty through a better digital experience
- Why data is a powerful asset for personalisation but also needs to be deployed appropriately
- How managing data privacy is so critical to reinforcing brand trust
- Recognising that values and culture are intrinsic to employee loyalty
- Hiring within digital is difficult so how to make your employer brand attractive to digital talent
If you’re looking to hire within digital get in touch with me on guy@bartonrock.com or visit my website www.bartonrock.com