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Podcast: Let's Talk Loyalty
Episode: #37: A Compelling Concept - Return on Loyalty
Description: This episode is sponsored by Points, a Plusgrade company. Read more about their Exchange solution as a growth channel for loyalty programs here. Statisticians are familiar with the concept of “self-selection” but it’s rarely discussed, understood or accounted for when determining your “return on loyalty”.Simply because your most loyal customers have joined your programme, does not mean your programme improved or caused them to become more loyalty. In today’s fascinating discussion around the challenge of “self-selection”, my two guests who co-founded the "customer science" firm Ellipsis, discuss how they isolate, measure and defi...