Sometimes, I drive to a new store an hour away because I need a specific item. Sometimes I download an app to order one thing. Sometimes I'll join a loyalty program for a sign-up bonus I can use right away.
A member emails your office asking whether the organization offers any travel discounts. You forward it to two colleagues. Nobody knows.
Many ecommerce brands spend their time chasing the wrong thing. They're watching their traffic climb, celebrating spikes in new customers, and treating revenue...
You know that feeling right after you buy or sign up for something. That quick little jolt of "wait, did I just do that?" Maybe it's joining a gym, subscribing...
I buy Oreos a lot: for the treat cabinet, for parties, for gifts. No one complains about Oreos. But as prices for everything keep rising, I’ve been trying out...
Here's something I've noticed after years of working in loyalty and retention: the brands that struggle most with churn aren't the ones ignoring it. They're...
Why the Recurring Revenue Model Changes Everything Let's be honest about the way most businesses think about sales.
The CFO didn't ask it aggressively. He just asked: "Is this program making us money?" The loyalty director had enrollment numbers. Redemption totals. Open...
Associations are under more pressure than ever to prove their value. Not just once a year at renewal time, but constantly, in ways members can actually feel....
Winning new B2B customers is becoming more and more expensive every year, and that’s something most companies are experiencing right now. In fact, studies show...
I've seen this movie before. An organization decides they want to launch a B2B (business to business) reward program, kicks off an RFP (request for proposal),...
At some point in most membership organizations' history, someone in a planning meeting used "loyalty program" and "member reward program" interchangeably, the...
Kendra Lusty
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