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loyalty blog

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.

Most loyalty programs are great at the "earn" part. Members rack up points, the number on their account goes up, everyone feels good for a second. Then what?...

I bet you've watched a customer you were sure was loyal just up and leave one day. No complaint, no warning. Just gone. Oof, does that sting. It's probably not...

We're all creatures of habit, are we not?

Most ecommerce brands treat “place order” as the finish line, but it's actually the starting line.

Many businesses spend their entire budget chasing new leads while ignoring the people who already support them. Shifting your focus toward long-term growth...

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...

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...