Insurer AIA has appointed Mike Loftus to the senior role of market retention manager, with responsibility for the development of initiatives designed to retain and reward adviser channel and customer networks. Loftus has worked extensively on Qantas' customer loyalty and rewards strategies, including the redevelopment of the Frequent Flyer programme and the creation of the 'Sharing the Spirit' community initiative. He has consulted on sponsorship and loyalty to Delta Air Lines, Cox Communications, Telstra and National Australia Bank.
The enhancement of customer loyalty and increasing the awareness of AIA in the New Zealand market are two of Loftus' big visions for his role; he will be devoting time to talking to both advisers and policy holders about enhancing their relationship with the company.
He sees the strengthening of AIA's relationships with advisers and intermediaries as a key platform for the ongoing evolution of the business, and will be introducing new programmes to this end.
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