In this episode of Room for Growth, Billie is joined by two WillowTree colleagues, Kate Gallaher (Partner & VP, Head of Financial Services) and Caitlin Watson (Partner, Marketing Services), as they delve into global loyalty in financial services. Focusing on credit card payment processors and retail banks, they explore the complexities of building brand loyalty in a regulated market, discuss the impact of digitization on customer behavior, and share insights into the most effective loyalty programs in today's digital age, competing with digitally-native FinTech upstarts.

Billie, Kate, and Caitlin also unpack our recent research study, authored by WillowTree Senior Product Researcher Rachel Vanderbilt, PhD. The study explores the nuances in credit card loyalty programs across five global markets — North America, South America, Europe, Middle East–Africa, and Asia–Pacific — and underscores the dangers of adopting a US-first mindset on the global stage. 

ADDITIONAL RESOURCES

TOPICS DISCUSSED

• How digitization leads to increased product diversity and brand disloyalty.
• How data integrity and personalization create relevant offers and user-centric experiences.
• How brands can build loyalty in a B2B2C model while keeping CX at the forefront.
• Why considering a global perspective is essential in designing loyalty programs for diverse regional customer bases.

KEEP THE GROWTH GOING

• Preview WillowTree’s forthcoming research study, Global Credit Card Rewards Programs: How Consumer Loyalty Preferences Differ by Region
• Explore WillowTree's Loyalty Strategy & Consulting practice
• Explore WillowTree’s Financial Services expertise
• Connect with Kate Gallaher on LinkedIn
• Connect with Caitlin Watson on LinkedIn
• Follow Billie Loewen on LinkedIn