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This episode focuses on Caffè Nero's loyalty programme, featuring insights from James Flett, the Marketing Director for Caffè Nero.

James has worked for more than 10 years on some of the UK’s largest and most loved loyalty programmes and has a wealth of experience about what motivates customer behaviour and change.

He heads up the UK Marketing team at Caffè Nero where he has many customer-centred responsibilities including Nero’s famous ‘little blue loyalty stamp card’. In 2017 he launched the Caffè Nero app – the paper card’s digital sister – that’s now used by more than 3 million people globally.

Prior to Caffe Nero he worked at the iconic music retailer, HMV, building Curzon cinemas on top of shops, inserting experiential retail in music festivals, and partnering with Apple to launch their products in-store.

Today we will be learning about James’ favourite loyalty programmes, what the loyalty landscape looks like in the coffee sector and about the Caffe Nero loyalty programme!

Hosted by Charlie Hills.

Show Notes :

1) James Flett⁠

2) Caffè Nero

3) European Loyalty Whitepaper

4) Mando Connect

5) YouGov