Company Facts 

Design creates loyalty programs that change member behaviour and generate a measurable ROI. The work covers loyalty program design, customer journey mapping, market research, data analytics strategy, commercial modelling, lifecycle management strategy, and positioning, with each design built to drive acquisition, spend, engagement, retention, cost savings, advocacy, and insight.

Implement turns a validated design into a live program, efficiently and cost-effectively. It includes tech-agnostic platform sourcing and tender management, platform contracts and statements of work, project management, testing, security and fraud controls, training, and launch strategy, for specialist loyalty platforms, Shopify loyalty apps, and in-house builds.

Evolve keeps a live program performing and financially sustainable as it grows. Ongoing support spans ROI measurement, financial management, reward and partnership sourcing, reporting and analytics, lifecycle optimisation, and strategic program evolution.

Audit is an independent review that identifies the gaps limiting a program’s performance and the order in which to fix them. It assesses design, operations, technology, and performance, and delivers a program score, benchmarking, a prioritised gap analysis, and an evolution roadmap, with project healthchecks available for programs still in implementation.

Innovate helps brands apply emerging loyalty technology where it adds commercial value. Research and advice cover industry trends, AI and machine learning, blockchain and Web3 loyalty, card-linking and open banking, and fractionalised assets.

Loyalty ROI Optimiser™ measures the incremental commercial return of a loyalty program and builds the evidence to grow it. The proprietary methodology combines ROI baseline modelling, drivers and levers analysis, industry benchmarking, liability and breakage analysis, quarterly performance reviews, and an optimisation roadmap.

Agentic Commerce prepares loyalty programs for AI shopping agents that compare offers and buy on a consumer’s behalf. The service includes readiness assessments for Google’s Universal Commerce Protocol (UCP) and the Agentic Commerce Protocol (ACP) developed by OpenAI and Stripe, machine-readable loyalty value, identity linking, real-time incentive decisioning, agentic checkout integration, and governance and fraud controls.

Educate builds in-house loyalty capability through courses, research, and training. It brings together the Loyalty Programs: The Complete Masterclass™ course, tailored workshops and staff training, industry research and publications, and conference speaking.

Partnerships designs and activates loyalty partnerships that add member value and work commercially for both partners. The service covers partnership strategy, partner identification and sourcing, earn and reward partnerships, partner-funded rewards, coalition and ecosystem models, commercial model design, and governance.

Adaptive Loyalty Framework™ (ALF™) is the methodology Loyalty & Reward Co use to run projects. It moves through the Discover, Ideate, and Validate stages of Design, then Implement and Evolve.

The Essential Eight™ are eight proprietary principles common across best-practice loyalty programs, which are Simple, Valuable, Stimulating, Emotional, Complementary, Differentiating, Cost-effective, and Evolving. The team developed them by joining and studying hundreds of loyalty programs, reviewing academic research, and applying consumer psychology.

The Empowered Customer Mandate™ sets out the nine expectations modern consumers use to judge the brands they choose to engage with. Members tend to compare a loyalty program with the best programs they use in any category, so the mandate measures member experience against that wider standard. The nine expectations are protect my data, know my context, remember me, make it effortless, anticipate my needs, be real, stand for something, prove I can trust you, and make my loyalty worth it.

The Seven Core Business Outcomes define what a loyalty program exists to deliver commercially. The outcomes are acquisition, spend, engagement, retention, cost savings, advocacy, and insight, and gains across several of them combine to produce a multiplier effect on member lifetime value.

Loyalty Technology Solutions Directory is a free, vendor-neutral guide to loyalty technology vendors across Asia Pacific, Europe, and North America. Listings are unranked, so brands can compare vendors against their own requirements.