The people
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Working at Bond Brand Loyalty
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About
Bond builds the mechanics behind loyalty programmes — how points, tiers and rewards are structured — and the research behind them, publishing The Loyalty Report on what actually keeps customers coming back. Chief strategy officer Sean Claessen, with the firm since 2008, brought its working theory to RetailTO in October 2019: great experiences come from combining loyalty mechanics, human-centred design and data science, and it is experiences, not points, that create the bond.
Backers
Privately held agency; ownership not publicly disclosed
Quick answers
What does Bond Brand Loyalty do?
It designs and runs loyalty and customer-experience programmes for large brands, and publishes The Loyalty Report, an annual study of what drives customer loyalty.
Is it still called Bond Brand Loyalty?
It now trades as Bond; bondbrandloyalty.com redirects to bondbl.com.
Who spoke for it at TechTO?
Sean Claessen, executive vice-president and chief strategy officer, at RetailTO in October 2019.