talk
Digital Adelaide 2025
Day 2
Loyalty Beyond Points: Building CX That Earns Repeat Business
NV
Nadia Volkov
Head of Customer Experience, Strata Retail
Recording coming soon
Digital Adelaide releases recordings free 6–12 months after each event. This session will be available from August 2026 .
About This Talk
Nadia challenged the assumption that loyalty programmes drive loyalty, arguing that the strongest predictor of repeat purchase is resolution speed — not rewards. She shared how Strata Retail reduced churn by 22% by redesigning the post-purchase experience around effort reduction, and offered a practical CX audit framework any team can run in a single sprint.
CX customer experience loyalty retention churn post-purchase