With a background running customer programs and platforms for leading brands like Adidas and Nokia, Joseph explains how to manage complex global data privacy requirements, program design evolution and even the sensitive but important area of managing program liability in the current challenging climate of COVID-19.
They discuss how loyalty programs are becoming an even more critical tool for brands to build trust and relationships - beyond just transactions and rewards.
With fascinating insights on loyalty preferences around the world, Joseph shares his experience how members have vastly different expectations of brands and their loyalty programs in countries such as China, Japan and France. A truly global perspective with plenty of ideas for program managers worldwide.
Want to learn more about customer loyalty? Check out the Forrester Loyalty Marketing Maturity Assessment.