EP312: From Concept to Launch - Crafting Paul Smith's Premium Loyalty Experience, With Head of Digital Hannah Bennett

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

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Podcast summary:

Join us for an insightful episode, where we delve into the intricacies of Paul Smith's innovative loyalty program. Discover how this premium brand navigated the challenges of creating a unique customer experience that aligns with its heritage and values.

We're joined by Paul Smith's Head of Digital, Hannah Bennett, and the owner of their strategic agency partner, Limesharp.

Whether you're a brand strategist, marketer, or simply curious about loyalty programs, this episode offers valuable insights and practical takeaways.

Benefits of listening:

• Gain a deeper understanding of the strategic thinking behind loyalty programs.
• Learn from industry experts about the challenges and successes in implementing a premium loyalty experience.
• Discover how Paul Smith integrates creativity and customer engagement into their loyalty strategy.

Key Discussion Points:

• The evolution of Paul Smith's loyalty program and its strategic goals.
• Challenges faced in aligning different stakeholders and departments.
• The role of gamification and creative concepts in enhancing customer engagement.
• Insights into the integration of online and offline customer experiences.
• Tech stack decisions.
• Future plans and innovations for expanding the loyalty program.

Tune in to explore these topics and more, and see how Paul Smith is setting new standards in customer loyalty.