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We had a mind bobbling opening from Peter Dorrington from Antholytics taking us through the science of our decision making psyche while Marc Berman from The Mallet Group in the US, kept us all on the psychology straight and narrow of loyalty and kept us wondering about what rewarding really is. Karen Oosthuizen, Director of Inside Sales at Blackhawk Network taught us about transactional loyalty and how rewarding needs to be personalised while Paul Dillon, Head of Sales at Merit Incentives threw in some knowledge around data and how the emotional connection is the utopia of loyalty. 69% of our audience ranked emotional connection in a loyalty transaction as high while 31% ranked it the highest priority.
