From scale to significance, everything you need to know about the Australian loyalty market
Wiser Perspectives brings you interviews with executives who are influencing growth and change in digital and customer loyalty marketing.
This is the final part of a three-part discussion with Adam Posner, CEO and founder of The Point of Loyalty, hosted by Bill Hanifin, CEO Wise Marketer Group.
Since 2013, Adam has authored nineteen in-depth consumer research studies under the title of For Love or Money™. The studies track the pulse of customer loyalty and loyalty programs in Australia and New Zealand and are instructive to both brands and loyalty marketers.
In Part One, Adam walked through the most provocative findings of the 2026 report and shared his perspectives on where loyalty is heading.
Part Two shared a discussion on why loyalty programs continue to be data rich and relevance poor, whether agentic shopping will kill customer loyalty, and we had a sneak peek into JOY.LT, the agent created by Adam for those who want to query the report and customize the way they can use the results in their business.
In this final segment, Adam and Bill unpack “Big L and Little L” loyalty, Adam shares his favorite part of the report and his interpretation of how we should define Trust.
Time Stamps for the Time Starved
:34 – The Three Zones of Loyalty Impact
7:36 – Nine Psychological Levers to Influence Customer Purchase Behavior
10:15 – How do you define Trust?
11:43 – The most important thing loyalty program operators need to know
14:18 – Adam's biggest surprise in this year's research
15:47 – Adam's Loyalty Marketing Epiphany
18:14 – C-Suite Reliance on Customer Loyalty