The Secrets to Finding and Keeping Profitable Customers

Company growth is at the top of the agenda for every business, and of course, customer retention is at the heart of this.

So how do you ensure you’re attracting the right type of customers to help you grow your business? and once you’ve found them, how do you convert them from a transaction into a long-term loyal customer?

Join this panel discussion to learn about practical strategies for any business that wants to grow and nurture customers.

Through this panel discussion, we will reveal:

  • Exactly how customers want to be recognised, rewarded and communicated with
  • How to understand which of your existing customers will help your business grow Strategies to attract the right type of customers and simple retention strategies
  • How to influence customer behaviours and increase purchase & transaction frequency

Time at the end of the session will be provided for Q&A.


About Mark James, CEO, Customology

Mark brings over 20 years of experience in helping brands understand, engage, and keep their customers. Since 1995, Mark has partnered with many leading national and international brands including The Flight Centre Group, The Coffee Club, Michael Hill, Mantra Hotel Group, Suncorp, Bank of Queensland, and Bridgestone to create successful customer programs.

With a key focus on understanding the customer, Mark combines strategy, insight, and innovation to deliver increased customer engagement and build genuine loyalty. A respected industry leader, Mark specialises in translating data into real marketing value with his hands-on, customer-centric approach.

Mark is the CEO of the GJI Group, a house of Brands within the marketing and creative service sectors that help their clients find, keep and grow customers.


Bonnie McCoy

Bonnie is an esteemed thought leader and a specialist in the field of Customer Lifecycle. With a strong professional background in Data Science and a Masters of Business Analytics, Bonnie serves as the General Manager of Customology, the most awarded Customer Lifecycle Agency in Australasia. Through her extensive partnerships with leading brands like Youfoodz, Flight Centre, Suncorp, Telstra, Youi, and Bridgestone, Bonnie has demonstrated her expertise in creating successful customer programs.

Drawing upon her expertise, Bonnie combines strategic thinking, insightful analysis, and innovative approaches to drive enhanced customer engagement and foster genuine loyalty. She assists brands in developing personalized and effective customer lifecycle programs by formulating first-party data strategies, utilizing their existing data, and empowering brands to establish meaningful connections with their customers.

Bonnie is not only a thought leader and specialist in Customer Lifecycle but also an accomplished author. She has co authored a highly regarded research  titled “The Unspoken Customer,” which presents groundbreaking research and insights into customer behavior and preferences.

Chris Preston

Chris is a marketing executive with over 25 years’ experience with some of Australia’s largest and most innovative B2C and B2B companies. He has a passion for brand and the customer which has seen him deliver significant transformation initiatives spanning Brand Strategy, CRM and CX.

As SVP Global Marketing Operations for Flight Centre Travel Group’s Corporate Travel Brands, Chris has a global remit to drive strategic transformation in their quest to deliver world-class marketing solutions.

Flight Centre Travel Group is the largest corporate travel management company in Australia and one of the world’s largest through its network of specialist brands featuring FCM and Corporate Traveller.

Chris’s corporate marketing career also includes senior marketing roles in the dynamic telecommunications sector with Vita Group Limited and with one of Australia’s largest listed property companies, Stockland.

Chris holds a Bachelor of Commerce in Marketing and Human Resource Management from Griffith University.

Kylie Kneale

Kylie Kneale has been at the forefront of marketing and growth strategies across diverse sectors, including banking, fintech, and software. Her journey has seen her hold executive positions across marketing, sales and at leading finance and software companies and BCorps, ranging from startups to publicly listed enterprises.

Customer-Centric Banking: Kylie’s passion lies in the realm of customer-owned banking, where she envisions communities crafting solutions that cater to their unique local needs, particularly in the ever-relevant domain building stronger communities and housing supply. Her commitment to community-driven solutions has not only shaped her career but also inspired positive change in the industries she’s touched.

Startup Enthusiast: Kylie is an active participant in the vibrant startup community. Her invaluable expertise and support have aided founders in scaling their businesses, providing them with the guidance and knowledge needed to navigate the complex world of entrepreneurship.

Beyond her professional accomplishments, Kylie is a dedicated advocate for diversity and inclusivity in the workplace. Her unwavering commitment ensures that exceptional talent from all backgrounds is recognized and celebrated, promoting an environment where no one is left behind.

Board Member of the Risk Management Institute (RMIA): Kylie was appointed to the Board of the Risk Management Institute (RMIA) in May 2023. Her involvement further underscores her dedication to cultivating excellence in customer-centric strategies and risk management.


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