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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Amazon Prime is the most studied paid loyalty program in the world. It has also become the most misunderstood template for brands trying to replicate its success. The core lesson most brands take from Prime is that customers will pay for access if the value is obvious enough. That is true. The lesson most brands […]
In loyalty marketing, we have spent decades relying on a mechanical spend and get approach. We are at a crossroads where the old ways of keeping customers close are being tested. The question is not just about whether a points program works. Are basic rewards dead. Not quite. But they have become the background noise […]
The Starbucks refresh signals a strategic pivot toward high margin efficiency, testing the delicate balance between technical precision and human connection. Starbucks, a company that many consider a leader in loyalty program strategy, announced a complete overhaul of its rewards system. This update is not just a minor change in how people earn stars. It […]