The Importance of Social Media in Loyalty Programmes with Louisa Evans and Zsuzsa Kecsmar

In this episode I am joined by Louisa Evans, Head of Customer Loyalty and Retention at Hornby Hobbies and Zsuzsa Kecsmar, co-founder and Chief Strategy Officer at Antavo.

Louisa posed us a question around the importance of social media in loyalty programmes, especially in relation to Hornby's range of brands including Scalextric, Airfix and Hornby trains. Louisa is absolutely asking the right people as Zsuzsa and I are loyalty experts and we both work very hard to generate a strong social presence for our brands.

The importance of social media cannot be over-emphasised! As Zsuzsa says on the podcast, "Social media is media" and this is simply a channel that programme manager must use within their repertoire of customer communication. Through the podcast we discuss how social media should be used to engage loyalty members and give them opportunities to share their love of Hornby Hobbies, which is a core theme of the brand.

We also investigate how social media can be used for data collection and fun, through competitions, surveys and polls. Tune in to hear how we help Louisa to develop a strong strategy for social media aligned to Hornby Hobbies loyalty programme. And get some great ideas about how you can develop social

media for your programme.

Hope you enjoy the podcast!