In this episode of the Built By Me Podcast, Taina and Mo sit down with Andreanne Rondeau, founder of StratLX and a leading expert in loyalty marketing with over 20 years of experience designing and launching successful loyalty programs across retail, hospitality, telecom, and more.

Andreanne shares her insights on the significant shifts in loyalty marketing over the past two decades, from technological advancements making loyalty programs more accessible to smaller brands, to the elevation of loyalty from a marketing initiative to a business strategy discussed at the C-suite level.

The conversation explores how AI is transforming loyalty programs, with surprising research showing that over 30% of consumers (and 55% of younger generations) are more likely to join a loyalty program if it uses AI to help them maximize their benefits. Andreanne emphasizes the importance of transparency in how brands use AI and customer data.

A significant portion of the discussion focuses on the challenges of omnichannel integration and personalization. Andreanne explains that true personalization can't exist without seamless integration across all customer touchpoints, highlighting the frustration customers feel when recognized in one channel but treated as a stranger in another.

The episode also covers subscription-based loyalty models, with Andreanne providing insights on when they make sense and how to ensure the value provided exceeds the subscription cost. She shares Nike as an example of a brand excelling at loyalty through community building and providing tools that support customers in their product usage, rather than just focusing on transactions.

Whether you're a business owner looking to improve customer retention or a marketer interested in the latest loyalty trends, this episode offers valuable insights into creating meaningful, lasting customer relationships in today's digital landscape.

Key Topics Discussed:

The evolution of loyalty from marketing initiative to business strategy (00:04:00)

How AI is transforming loyalty programs and consumer perceptions (00:07:00)

The challenges of omnichannel integration for personalization (00:11:00)

The data trade-off: customer expectations when sharing information (00:13:00)

Subscription-based loyalty models: when they make sense (00:16:00)

Nike's approach to loyalty through community and tools (00:20:00)

The importance of transparency and trust in loyalty programs (00:25:00)

The future of loyalty as an enterprise-wide strategy (00:35:00)

Guest Information:

Andreanne Rondeau, Founder of StratLX

Website: StratLX.com

Connect with Andreanne on LinkedIn

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Until next time, keep building!