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Truth’s 2015 Loyalty & CRM Wrap Up

At the beginning of this year, we highlighted our predictions for loyalty & CRM in 2015. We shared with you how these trends have evolved over the years. In 2012, we learnt all about Big Data. In 2013, Loyalty was no longer just about points and 2014 revolved around everything omni-channel. In 2015, however, we saw how companies took these trends and actually started to adopt them to improve their loyalty strategies. Here’s a recap of the key loyalty trends that have evolved over the last couple of months:

1. Experiential rewards & suprise and delight
2. The analysis of even more granular data
3. Rewards for non-transactional behaviour
4. Mobile payments gain traction
For further details on each trend, read our blog post “Stay nimble and make loyalty trends happen”

CRM and Loyalty gains traction in tertiary education
We are also thrilled to see that the field of CRM and Loyalty is starting to gain traction and interest in tertiary education modules. Truth is proud to partner with UCT GetSmarter to provide insights to their marketing students on loyalty & CRM best practice. Truth’s Managing Director, Lisa Reid, shares her experiences and views about CRM and loyalty in South Africa.

The topics discussed in this interview include: challenges & opportunities relating to the management of loyalty programmes, trends in CRM and loyalty including social rewards, data analytics and CRM best practice.

The rise of ecommerce in South Africa
Another key highlight from 2015 worth mentioning is the increase of adoption in ecommerce in South Africa. It is estimated that the South African ecommerce market is worth R7.6 billion approximately, which equates to 1% of total retail sales. Interestingly, both Woolworths and Pick n Pay were recently quoted as selling approximately 1% of total sales through online.

At Truth, we keep ecommerce close to our hearts. Our sister company, Emerce Commerce specialize in ecommerce, bringing the very latest online shopping solutions to South Africa, ranging from strategy, through to technical development, design, user-experience and fulfillment.

We’re delighted to share a short 101 eCommerce tutorial with you, by Amanda Cromhout, Truth & Emerce Commerce CEO.

What to look forward to in 2016?
In January 2016, Truth will be launching our first South African Loyalty Landscape Whitepaper. The report will explore consumer attitudes towards loyalty programmes and a look at factors influencing loyalty programme usage in the South African market place. We look forward to sharing our Loyalty & CRM insights with you in the new year, so watch this space!

From the Truth team, A big thank you for your on-going support during 2015 . We wish you a wonderful festive season and look forward to continuing our working relationship in 2016.

All the best,
The Truth Team

From the left: Ros, Lisa and Amanda

From the left: Ros, Lisa and Amanda

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