EVOLVE Commerce Club #18 Expert Sessions Edilsa Bueno

In this conversation, Edilsa discusses her background and journey in the customer insights and loyalty space. She shares insights on building meaningful customer relationships and the challenges brands face in implementing loyalty programs. Edilsa emphasizes the importance of understanding customer behaviour and creating a loyalty ecosystem that aligns with customer values. She also touches on the impact of corporate values on loyalty and the role of clubs and communities in fostering customer loyalty.

Takeaways
- Understanding customer behaviour is essential for building meaningful customer relationships.
- Creating a loyalty ecosystem that aligns with customer values is crucial for driving sustained customer engagement.
- Corporate values and statements around ESG and D-E&I can impact customer loyalty.
- Discounts and rebates can be effective loyalty strategies when they incentivize the right customer behavior.
- Building a community or club can enhance customer loyalty by providing opportunities for engagement and co-creation.


Chapters
00:00 Introduction and Background
13:00 The Challenges of Loyalty Programs
20:24 Building a Loyalty Ecosystem
28:09 Budgeting for Loyalty Programs
41:30 The Impact of Corporate Values on Loyalty
45:02 The Role of Clubs and Communities in Fostering Loyalty
49:59 Final Considerations and Contact Information

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