Customer loyalty programs and retention metrics.
The average consumer belongs to 19 loyalty programs, but most points go unused. Here's why earn-and-burn is broken and what to do instead.
Points programs are everywhere, but 26.2% of points go unused. I compare points, tiers, and paid memberships to see which one really keeps customers c...
Stop blaming points. The real retention killer is customer effort. Use CES, fix redemption friction, and watch loyalty grow.
Imagine you're choosing between three loyalty programs: points, tiers, or paid. Each has strengths, but only one actually builds emotional loyalty. He...
Your points program may be quietly driving customers away. The real loyalty driver isn't delight—it's making the experience effortless. Here's how to ...
Consumers sit in 18 programs but actively use 9. Is your rewards scheme one they ignore? Here's how to pivot from points hoarding to actual retention.
Most brands think expiration dates push people to spend. But the data says otherwise: it's a trust killer. Here's why scrapping expiry might be your b...
You think delighting customers builds loyalty? Wrong. The data says effort kills loyalty faster than a bad experience. Stop trying to wow, and start r...
Points programs are everywhere, but they're terrible at keeping customers. Paid memberships actually work—here's what the data says and how to make th...
Most loyalty programs are built on points that expire and rewards nobody wants. Here's how to fix yours before it drives customers away.
Points expire, rewards are ignored, and personalization is rare. The fix? Focus on reducing customer effort and building trust, not adding more gamifi...
A quarter of loyalty points go unspent. Here's a practical, opinionated walkthrough for fixing your points program to genuinely retain customers.
Points and discounts are table stakes, not loyalty drivers. We debunk the earn-and-burn myth and explain why emotional connection, ease, and personali...