Beyond the Points: What Loyalty Really Means | The Nudge Lab (#785)
About this episode
Dr Kaveer Maharaj discusses the true meaning of loyalty and the challenges in measuring it beyond traditional loyalty programs.
Dr Kaveer Maharaj , CEO of The Nudge Lab, who holds a PhD in Loyalty and Behavioural Science joins Let's Talk Loyalty and Loyalty TV to challenge how the industry defines and measures loyalty. Together we explore whether "loyalty programmes" is even the right term, the three types of loyalty (including the one often overlooked), and why brands struggle to measure true customer value beyond transactions and points. The discussion also highlights key industry challenges, from capability gaps to quantifying emotional and behavioural loyalty in a commercially meaningful way. A thought-provoking conversation on whether the industry is truly measuring what matters. Hosted by Lisa Brightwell. Show Notes: 1) Dr Kaveer Maharaj 2) The Nudge Lab 3) The Psychology of Money by Morgan Housel
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