Loyalty & Retention thinking
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When loyalty program engagement drops, the first call most marketing teams make is to their platform vendor. Open a support ticket. Request a roadmap update. Start evaluating alternatives. The assumption is that the technology is underperforming and that a better platform will fix the problem. It almost never does. In over a decade of working […]
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The Situation For a growing DTC beauty brand built around premium natural skincare, the product was never the problem. Customers who tried it loved it. Reviews were strong. Word of mouth was positive. The brand had done the hard work of creating something genuinely worth buying. The problem was what happened after the first purchase. […]