Guest bio
- Founder and chairman of Customer Capital, a B2B loyalty company in Mumbai, with nearly 40 years in data-driven marketing.
- Launched one of the first loyalty programmes anywhere in the 1980s and has built programmes in more than 65 countries.
- Was vice president of CRM at the Taj Group and CEO for India of the Wunderman group, and lectures at the IIMs and NYU Stern.
Ajay Row is the founder and chairman of Customer Capital, a B2B loyalty company in Mumbai, and has nearly 40 years of experience in data-driven marketing, digital, loyalty, analytics and CRM. He launched one of the first loyalty and data-driven marketing programmes anywhere in the 1980s and has since built programmes in more than 65 countries, from the Taj InnerCircle and Mauritius tourism to Landmark Group's Shukran. He was vice president of CRM at the Taj Group and CEO for India of the Wunderman group, and has built several companies and delivered many globally recognised case studies. He lectures at the IIMs and at NYU Stern. An alumnus of IIM Calcutta, he is a classical guitarist, a dog lover and a sailor.
Show notes
Welcome to a special episode on customer loyalty where Suvo Sarkar is in deep discussion with Ajay Row, a globally acknowledged expert on loyalty programs and the founder & chairman of Customer Capital.
Why is data the most valuable commodity but is freely given away? What are the 6 key assets of a loyalty program? Are points better than discounts? Should we try to dazzle and delight every single customer? And how are digitisation and AI transforming the “card-points-rewards” principles of loyalty?
Ajay analyses the economics of pan-bank loyalty programs and explains why they mostly fail to take off. And he lays out the future factors for success, and argues that marketers need to redefine their job roles.
Join Suvo & Ajay for a thoughtful discussion on unboxing loyalty programs, enhancing email open rates and sailing in Mumbai harbour every weekend. If you are in the business of banking, marketing, sales or loyalty, or believe making money from customers by delivering affordable value is important, this is one episode you can’t afford to miss.
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