10 Deadly Loyalty Program Mistakes

Don’t follow your competitors down a rabbit hole. Make your loyalty program unique, interesting and profitable by avoiding these 10 mistakes.

The Intersection of AI and Loyalty

Generative Artificial Intelligence (AI) solutions, such as ChatGPT and Bard from Google, have democratized the world’s access to AI, both from a consumer and a brand standpoint. Enterprise-level Customer Relationship Management (CRM) solutions providers are seamlessly connecting the dots between data, MarTech, and customer interactions. As such, we marketers and loyalty program operators have no excuse but to leverage our proprietary data, such as transactions, customer contact data, and online behaviour, to personalize customer experiences.

When Should You Re-evaluate Your Loyalty Program?

When is it time to update your loyalty program? Don’t fall into the trap of updating your program just to be trendy. Updating the program needs to be done with careful consideration of member experience and communications, particularly if the changes are not to their benefit.

When To Start a Loyalty Program

You should only start a loyalty program when you can meet the following criteria: You can afford the investment, you need the customer data, the C-suite is aligned on the KPIs and the role of loyalty, and you have operational support throughout the organization
5. You want to engage your existing customers

Loyalty Promotions! Loyalty’s Best-Kept Secret

Loyalty promotions are the best-kept secret of the loyalty industry. They
1. Typically do not count toward compliance days
2. Can be funded by vendors
3. Are highly measurable,
4. Drive traffic back into your store for future redemption

Why Welcome Journeys are Like Sleep Training

When you are sleep training a child, the education starts at the beginning of the night, rather than at wake-ups in the middle. Similarly, customer retention efforts start with proper onboarding at the beginning of the relationship.

Losing Customers Due to Lack of Relevance?

33% of consumers abandon a brand that lacks personalization. Companies that get personalization right have the potential to generate 40% more revenue than those that don’t. Get started on your personalization roadmap to drive metrics, ROI and emotional loyalty

When Personalization Goes Wrong

pointing at a laptop screen

Personalization should feel so seamless to a customer that they shouldn’t even notice when their communication is relevant. But when you do get it wrong, it becomes blatantly obvious.