The first 90 days for welcoming and settling in new loyalty or rewards program members is a critical time for entrenching a required behaviour. I have changed this commonly known period from “honeymoon” to “moneymoon”. Moneymoon makes me realise that these first 90 days have a critical impact on the longer-term value exchange between the…
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To simplify your loyalty and rewards program take a look at the terms and conditions
As I continue on the quest to simplify customer loyalty and rewards programs, I often find that the length and wordiness of a program’s terms and conditions is an indication of its simplicity – or not! I understand the need for loyalty programs to have various terms, conditions and rules of engagement, however if there…
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How to plan your customer loyalty and retention strategies – with clarity and accountability
As December rolls in and 2017 shows up, it’s like ‘Groundhog Day*’ for organisations to take a look at their customer loyalty and retention strategies and plan for their next 90,120 or 365 days. One of the most practical methodologies used (and has been for many years) to assess the current situation of your customer…
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