Marks & Spencer has relaunched its Sparks loyalty program with a fundamental shift in strategy: real money rewards deposited into a digital wallet, AI-powered...
All the loyalty insights from our expert team.
Articles
Differences in Consumer Behaviour are Driven by Disposable Income, not Generational Cohorts
The loyalty industry has developed a comfortable habit of explaining consumer behaviour through a generational engagement lens. Gen Z want instant rewards. Boomers...
Do Loyalty Programs Work? Just Ask Auchan.
Auchan loyalty programs are not the most visible in global loyalty conversations. That is partly a function of geography; the French hypermarket group operates...
Should Australia Ban Frequent Flyer Programs to Break the Aviation Duopoly?
Tim Jordan built Bonza from an idea formed on his verandah, watching a Qantas plane fly overhead. Fifteen months and one million passengers later, it was gone. In...
Psychological Ownership in Loyalty Programs: The Science Behind “Mine”
There is a feeling that separates the most loyal customers of a brand from everyone else. It is not satisfaction or habit, but the feeling that something belongs...
Building emotional loyalty that goes beyond discounting
Building emotional loyalty is key to a successful loyalty program. As loyalty consultants we know that when margins tighten and consumers start counting every...
When Everyone Has a Loyalty Program, the Program Is Not Enough
Businesses find competitive advantage by creating differentiators in their industry. Products or services that look, feel or behave unlike their competitors make...
Why The Striving Effect is The Next Evolution of Loyalty Program Design
For decades, loyalty programs have been built rewarding customers for what they’ve already done. I.e., Spend, Earn, Redeem. Repeat. But the most effective programs...
Subscription Fatigue Is Real. Can Loyalty Be the Antidote?
The subscription economy is booming. Consumer patience is not. Here's what brands need to consider before layering loyalty and subscriptions together. On paper,...
Designing DTC Loyalty Programs for Scale, Profit and ROI
Stop rewarding everyone. Start rewarding the right ones. Learn how DTC loyalty programs can drive predictable revenue, reduce churn, and scale profitably. For most...
Why Customers Ignore Most Loyalty Programs
Loyalty programs are designed to create a mutually beneficial relationship where brands get repeat business and in return, customers get rewarded. Yet despite...
What Customers Lose When Finance Wins
Companies launch loyalty programs to acquire new customers, drive incremental sales, repeat purchases, frequency, share of wallet, etc... pick your KPI. And yet,...