customer retention | The Point of Loyalty

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…

It’s disappointing to see how loyalty programs create friction points to fracture the very purpose of their existence. The antidotes to all the friction points are identified in the 24 ingredients to a successful loyalty program found in the research study ‘for love or money 2016’. The 24 ingredients are classified into SPV factors: S…

If you are considering the value of developing a loyalty program or even if you already have one, then each of the steps of our framework ‘9 steps to a valuable loyalty program’ will help you. A program must start with the view that there is a sensitive balance between it being: 1. Profitable to…

I was in a well-known department store a few weeks back and arriving at the counter to pay, I was surprised and delighted how enthusiastic ‘Rebecca – Team Member’ (as per her name badge) was about their loyalty program. After the standard pleasantries were exchanged and whilst processing my purchase, Rebecca stopped for a moment,…

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