Sr. Director, Loyalty Solutions
Scott Robinson leads our loyalty consulting & solutions discipline and is our thought leader for consumer loyalty strategy engagements. His focus is enabling clients with the best possible solutions for their specific objectives and environments, and ensuring Bond Brand Loyalty maintains market leadership in terms of loyalty and CRM innovation, technique and approach. Scott has over 10 years’ experience designing, implementing and optimizing large-scale loyalty and CRM programs, and helping clients understand how to use them as stepping stones for inspiring powerful relationships with their customers. Along with his strong experience across a number of industries, including consumer retail and financial services, Scott brings a highly disciplined analytics approach to strategy development for clients. Earlier in his career, Scott launched and developed Maritz’ Consumer Insights and Strategy Group, and spearheaded the development of the CRM principles and techniques, campaign management protocols and consumer data-driven strategy development tied to some of North America’s most celebrated loyalty programs. Scott’s current focus is the intersection of marketing and neuroscience, through his involvement with The Maritz Institute. Scott is frequently called upon to comment in the media, and is a frequent speaker at industry events including conferences by Loyalty360, eTail, CMO Exchange, CMA and AMA. Scott holds an MBA from the Richard Ivey School of Business at the University of Western Ontario.
Update on the Rise of Paid: Our Loyalty Report 2019 research found that interest in paid memberships continue to rise. 43% of members are willing to pay a fee for enhanced benefits.
As featured in TotalRetail.
“To fee or not to fee?” will be the question many retailers ask themselves this year, as paid loyalty programs steadily take hold. While the paid model isn’t new — Costco is a pioneer in this space and game-changer Amazon Prime launched back in 2005 — more retailers are viewing pay-to-play as a compelling option for both members and their businesses. Restoration Hardware, GameStop, Bed Bath & Beyond, and GNC have all jumped on board, and the pay-to-play movement will only grow from here.
It’s a truth that retailers have lived by for decades: To have a successful year, you have to have a successful holiday shopping season. And sales figures tend to bear this out. While it can vary widely by category, across the board a retailer can expect 20 percent of annual sales to come from the holiday shopping season.
As featured in Quirks Marketing Research Media.
Scott Robinson leads our loyalty consulting and solutions discipline, and is our thought leader for consumer loyalty strategy engagements. His focus is enabling clients with the best possible solutions for their specific objectives and environments, and ensuring Bond Brand Loyalty maintains market leadership in terms of loyalty and CRM innovation, technique and approach.
There is more to engaging customers than points, discounts and rebates.
According to the 2014 Loyalty Report, the average American is enrolled in 10.9 loyalty programs, but are only active in 7.8 of them.
Something is getting in the way of a higher level of engagement among program Members. The answer lies in values alignment.