Is Customer Loyalty Dead? The New Rules of Winning Customers: Insights from Andrew Harrison-Chinn

https://www.podbean.com/media/share/pb-9x3sm-1b5a228

Are consumers really becoming less loyal or are brands simply giving them fewer reasons to stay?

In this episode, we speak with Andrew Harrison-Chinn, CMO of Dragonpass, the world’s leading travel benefits platform, about the changing relationship between consumers and brands.

With more than two decades of experience across banking, loyalty and travel, Andrew explores why customers are becoming more selective about where they spend their money, the impact of subscription fatigue and the growing demand for benefits that feel immediate, relevant and genuinely useful.

We also unpack the crucial difference between customer loyalty and customer inertia: how can brands tell whether customers truly value their proposition or are simply yet to switch?

From banks and supermarkets to retailers and streaming platforms, Andrew shares his perspective on how brands can create meaningful differentiation in an increasingly interchangeable world and where travel benefits, relevant perks and everyday rewards fit into the future of loyalty.

Finally, we look ahead to the next generation of customer loyalty and ask: what will the brands that win understand about consumers that their competitors don’t?

In this episode, we discuss:

• Why consumers are becoming more selective about the brands they stay with

• Whether subscription fatigue is a temporary trend or a deeper shift in consumer behavior

• The difference between genuine loyalty and customer inertia

• Why relevance and immediate value matter more than ever

• How brands can differentiate when products and services become increasingly interchangeable

• The role of travel benefits, perks and rewards in building stronger relationships

Don’t miss this episode to find out what the next generation of loyalty will look like.