On day two of Loyalty Connect Global in Dubai, I had the privilege of delivering a keynote on a topic that sits at the heart of every loyalty professional’s agenda: the KPIs that truly define success.
Titled Loyalty KPIs: The Definitive List, the session was based on one of the most actionable chapters from my book Blind Loyalty. I unpacked ten critical KPIs that every loyalty program should be tracking to understand its true performance and long-term value.
These key metrics ranged from how many customers remain active after enrolment, to how long it takes to activate them once they’ve joined. We looked at what proportion of sales is driven through the loyalty program, how many members are redeeming, and the percentage of rewards that are actually redeemed. And of course, no discussion would be complete without looking at return on investment, the ultimate test of a loyalty program’s effectiveness.
For each of the ten KPIs, I offered the audience practical benchmarks, examples from top-performing global brands, and my personal viewpoint developed through years of experience and shared in Blind Loyalty.
I closed the session with a call to action for the loyalty industry to go beyond the numbers and make a measurable impact in the world. I invited attendees to join me in supporting the Blind Loyalty Trust and our mission to reverse blindness. Whether by purchasing a Blind Loyalty bracelet or book, converting rewards points to donations, or joining our Run for Vision initiative, every action helps raise funds and awareness to give the gift of sight to those who need it most.
