Major Financial Institution


Increase customer loyalty by understanding it through the eyes of thought leaders, industry practitioners, and Australian consumers.


We conducted a multi-phase research program, with the ultimate objective being to identify, test and refine current future perspectives on loyalty, to deliver the client a validated loyalty framework plus guidance on its application in a local market context. By delivering a 360º view, we were able to balance theory with consumer perspective and commercial realities.


Helped the client drive emotional connection to its brand amongst consumers and provided the framework for the client to create experiences that drive memory over transaction.