90% Renewal Rate?! How CAA Built Real Loyalty That Lasts

🚗 True loyalty isn’t built on points alone. It’s built on trust, relevance, and showing up—every single day.

That’s exactly what CAA is doing.

From roadside assistance to travel and fuel services, they’re there for their members across all parts of the journey. No flashy gimmicks—just consistent value across multiple touchpoints.

📈 The results speak volumes:
✅ 90% renewal rate
✅ 85 average NPS
✅ 2%+ YoY growth
✅ And they’re still growing—with more partnerships on the horizon

In a market where customer expectations are higher than ever, CAA is a shining example of how to build loyalty that lasts.

🔑 Real loyalty is proactive, not reactive.

I’m delighted to be today meeting with another Fortune 500 brand as we meet with Bank of America, one the world’s largest banks. According to its latest annual report, Bank of America now serves approximately 69 million consumer and small business clients, and surpassed $100 billion in revenue in 2024,
Today I'm chatting with Don Smith - well known to many of you for his role as the Chief Consulting Officer of Brierley which is now a Capillary Services Company. Don shares his expertise around optimising some of the common KPI’s for loyalty professionals, the importance of the “mental mantle”
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