In this period of widespread transformation, as companies realise the potential of new technologies and indeed new regulations, customer loyalty is being given much more than just a fresh coat of paint. It is being re-defined. If this resonates with you, then consider the following: Entries into this category must demonstrate how their organisation is approaching customer loyalty differently. This may be through the use of customer analytics together with creative and tempting customer communications to prompt enquiries, sales and repeat business. It may be through more exciting use of mobile & social. It may be through experiences or the subscription model. The judges would like to see evidence of what the program is achieving, such as a rise in customer responses, examples of increased social media conversations, and a widening in reach of the business proposition. Nothing is out of bounds, beyond scope or outside of the rules, because in the online world, accepted, tried and tested practice no longer applies.
This is a perfect category for those changing the rules, adapting the business model and carving a business in the new world of ‘online, available and willing to adapt’ commerce.
Entries will be accepted from all sectors including retail, travel & hospitality, financial services and B2B.
Entrants will need to demonstrate a true customer first strategy and demonstrate a clear investment in customer needs. Judges are looking for companies that excel in customer experience from a holistic perspective which has driven loyalty among customers by the sum of their experiences with the organisation, across all touch points and across all experiential elements: presales, order and delivery process, product / service experience and post-sales support.
In addition to interactions and brand perceptions judges are keen to see evidence of building true conversations that are personalized, interactive and consistent across multiple channels with their customers that has resulted in a greater level of customer self-affirmation, and with it, a higher level of loyalty.
We are looking for brands that have seized the opportunity closed the engagement gaps and cemented relationships to drive loyalty and customer advocacy. These need not necessarily be within a loyalty program, but must lead to greater customer loyalty. Examples of surprise & delight plus strategies that seek to attract and nurture customers by enhancing interactions with them and offering unexpected rewards is also of key interest.
The judges will expect to see evidence of one or
more of the following: value to the customer,
commercial benefits for the brand owner and
program manager, enhancement of the brand
for the program partner, creativity, innovation,
emotional engagement and an innovative and
The judges welcome entries from airlines, hotels,
comparison sites and any company involved in the
travel industry. Evidence must be demonstrated
in one or more of the following: value to the
customer, commercial benefits for the brand
owner and program manager, enhancement
of the brand for the program partner, creativity,
innovation, emotional engagement and an
innovative and omnichannel approach.
Entries are invited from all businesses operating
in the financial sector (Banking, Investing &
Insurance) including Neobanks and Fintech that
are generating value and customer engagement
through loyalty initiatives. With the rapidly
changing financial landscape and evolving
consumer expectations, Judges are keen to see
fresh thinking and loyalty initiatives that secured
high levels of customer engagement, retention
and delivered true value to the customer as
well as lift and shift of spend. This category is
open to all loyalty initiatives including payment
related customer experiences and multi partner
programs.Judges will be looking for differentiated
propositions, attractive or compelling offers to
the customer and initiatives that demonstrate
creativity and innovation while delivering true
value to the customer. Within this sector we
expect to receive entries from brands that
have embraced the digital transformation in
this industry and integrated more modern and
mobile native experiences. All loyalty initiatives
including co-brands, card linking, cash backs,
loyalty programs, rewards and benefits are
eligible to enter.
The judges will be looking for a project with illustrating results achieved during 2020 & 2021 which has effectively delivered its corporate and social responsibility objectives. This could be an international, national, or local project and should demonstrate a coherent and integrated approach to the practical demonstration of CSR policies around community, social, ethical or reputational issues in action. Judges will also welcome programmes which aim to improve responsibility or education to key stakeholder groups, such as customers or employees. We welcome schemes that are innovative and fun.
Judges will be looking for the initiative or a
number of short term campaigns that were
running during 2020 & 2021, which resulted
in increased customer loyalty to the brand.
Results which illustrate increased basket
value, shopper visits, a propensity to remain
loyal to the brand and increased market share
for the brand will be viewed favourably by
the judges. Short term loyalty is defined as
a campaign which runs for a limited time.
Entrants should also be able to show how the
scheme encourages long term loyalty. Data
to prove an increase in customer retention,
return visits and an increase in sales is
important in this category.
Entry to the Regional Awards are different from the other categories in that there is no direct entry. Brands qualify by entering one or more of the other categories. All entries into the International Loyalty Awards are then considered by the judges in competition with those from their region.
For the purposes of choosing the Regional Loyalty Winners, the territories are split into the following:
Western Europe – defined as all countries within the European Union plus Switzerland, Norway, Iceland, Liechtenstein, the UK etc
Central and Eastern Europe – including Greece and Turkey
The Middle East – including Iran, Iraq, Israel, Jordan, Saudi Arabia, Syria, Lebanon, the Gulf States and Africa
Asia – including Australia, New Zealand, the Indian sub-continent and all areas East
The Americas – including Alaska, Canada and all countries in North, Central and South America and the surrounding islands and territories