Episode 16

#16: British Gas Rewards - Award Winning Loyalty Programme

Published on: 18th December, 2019

Today's episode of "Let's Talk Loyalty" features exclusive insights from an award-winning UK loyalty programme that's loved by millions.

The brief: How can you make customers feel truly recognised and appreciated when faced with negative media perceptions, industry regulations and an intensely competitive landscape? British Gas Rewards set out in 2017 to do exactly that. 


Instead of a points-based coalition programme, customers were asking for simplicity and exclusivity and so the new British Gas Rewards team created a unique format and customer proposition in record time. 


In partnership with detailed data and UK loyalty market insights from their partnerships/marketing agency Mando-Connect, British Gas built an award-winning loyalty programme that has successfully reduced churn and increased NPS with millions of customers. 


Listen in to the last episode of our first season of "Let's Talk Loyalty" to learn lessons on how a passionate team can achieve speed and scale when driven by a vision of excellence and empowered by C-Suite support. 


 


 


Show Notes:


British Gas Rewards: https://www.britishgas.co.uk/rewards.html


British Gas Rewards Partnership Agency: www.Mando-Connect.co.uk


Report/research: What UK consumers think about loyalty: 


https://www.mando-connect.co.uk/research-yougov-what-brits-think-of-loyalty/


Let's Talk Loyalty Webinar Details

If you'd like to register for our webinar on January 22nd 2025 to learn how to leverage world-class games to drive daily engagement and bottom-line revenue, simply sign up here:


https://us02web.zoom.us/webinar/register/6417364267736/WN_aHWt5hkbR6uPWc2SfzD6xg

Even if you can't join live, we'll share the recording with you.

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About the Podcast

Let's Talk Loyalty
“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals.

If you work in loyalty marketing, join us every week to learn the latest ideas and marketing insights from loyalty specialists around the world.

Check out our website on: http://www.letstalkloyalty.com/

About your host

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Paula Thomas

Paula Thomas is the Founder and CEO of Let’s Talk Loyalty and Loyalty TV

Paula Thomas is an award-winning podcaster who founded the “Let’s Talk Loyalty” podcast and business in 2019, and Loyalty TV in 2023.

She has over twenty-five years blue-chip marketing experience, including almost a decade leading consumer loyalty programmes in multiple sectors including telecommunications, the energy sector, banking and airline loyalty programmes.

She is from Ireland and lives in Dubai.

Paula is a former judge for the “International Loyalty Awards”, and the author of the book “Driving Loyalty in Convenience Retail”.

She holds an Executive MBA from Smurfit Business College, one of Ireland’s top universities, and is a “Certified Loyalty Marketing Professional”.