I don’t just work for a company that operates in the loyalty program space, I’m a huge fan of them myself. I’m attracted to the idea of getting something – points, a “punch,” anything – for spending my dollars with a company. Like most people (78% in fact), I’m more likely to pull the trigger on a purchase if I know it’ll be recognized somehow.
I’m not in the majority, however, when it comes to redeeming points (just 35% of members redeem points, according to Forrester). I like something for my points, even if it’s just a branded beer koozie.
So it was that I found myself on the phone with a national retailer that operates a fairly prominent points program. Looking through their online portal, I noticed I had accumulated enough points to acquire a $50 gift card. Except, the site wouldn’t let me redeem my points for that reward. According to the rep on the phone, it seems some of the points I had accumulated during a recent promotion weren’t eligible toward the gift card.
Huh? I didn’t know rules like that existed, but she told me it was all right there in the fine print of that particular promotion, naturally.
She went on to explain that I could redeem most of my points for a $35 gift card and my “promotional” points for a $5 card, putting me just $10 away from the $50 card I had fallen in love with. Conversely, if I spent a couple hundred bucks in-store that week I could earn points that would actually count toward the $50. [Continue reading]