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 […]
Recent posts
Loyalty is not just a system of transactions. It is the core of your customer relationship. In the world of retail and ecommerce, your tiered loyalty program should be clear and easy to use. But often, the experience gets interrupted. Instead of a strong relationship between brand and buyer, we see a mess of complex […]
Transactional loyalty is failing your brand because it ignores the heartbeat of your customer. In the world of modern retail, we have become obsessed with the math of the matter. We calculate burn rates, we obsess over redemption velocity, and we measure success by the number of coupons issued. But if your strategy is built […]
In the current retail landscape, the “points for purchases” model is no longer a competitive advantage; it is the bare minimum. As ecommerce and retail environments become increasingly crowded, brands are finding that transactional loyalty (where a customer only sticks around for the next discount) is a lose lose. To build a brand that thrives, […]