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loyalty blog

Who are your members really?

My youngest daughter loves grocery shopping with me, but only at the local small-town grocery store. She’ll choose shopping over the park, over the library,...

I pay a yearly fee for the privilege of shopping at a warehouse club, and I’ve never once questioned it. I also have a free rewards app for a coffee chain that...

It usually starts in a meeting. Someone asks, "Why don't we have a loyalty program?" Everyone nods. Someone else asks, "How long would that take?" Everyone...

Every business seems to have a loyalty program now. Your pharmacy has one. Your sneaker store has one. Your big-box retailer has one, and it comes with a...

Somewhere in your program right now is a branded travel mug priced at 4,000 points. It has been there since launch. Nobody has redeemed it since launch.

Every brand puts loyalty program sign-ups in the board deck. Almost nobody puts redemption rate on the same slide.

Here is an uncomfortable number. McKinsey has found that roughly two-thirds of established loyalty programs fail to deliver value.

Your members don't wake up thinking, "Time to engage with my loyalty program." They wake up, grab their phone, check email, make coffee, run errands, and...

Open your wallet. Not the digital one, the physical one.

It's late September. The pumpkin spice lattes are back, the Halloween displays are already up, and somewhere in almost every growing company's life, someone in...

A professional association wants to scale member renewals by giving people a reason to think about their membership more than once a year, at renewal time.