Loyalty programme managers nod along to funding rates in meetings - and quietly find them confusing. What's a point actually worth? What does a bonus campaign really cost? Get the answer wrong and you're either leaving engagement on the table or building a liability that blindsides finance at year-end. Here's how point exchange value, funding rates, and segment-level bonus budgets actually work - and why the split between base and bonus is the lever that holds the whole econo

Engagement rates. NPS scores. Redemption ratios. None of them answer the one question that actually matters: is this program making us money? And yet, those are exactly the metrics we reach for when the pressure comes. But answer lies in building a proper Loyalty ROI model. Read the article to know more.

Most loyalty programs are built on mechanics: earn, burn, repeat. But the most powerful ones are built like stories. Using the Hero’s Journey framework, I explore how narrative transforms loyalty from transactional to transformational - comparing Stranger Things and Sephora’s Beauty Insider to show how program concept, identity, and progression drive emotional loyalty and long-term growth.

Loyalty and Retail Media Integration Let’s be real—most brands are leaving value on the table. Why? Because they’re keeping loyalty programmes and retail media in separate silos. That’s a mistake. A BIG one. But also, a difficult problem to solve. If you're serious about growth, it’s time to think bigger — more connected, more strategic. When loyalty and retail media join forces, brands don’t just see incremental improvements. They unlock exponential performance. Retail Media

With all the buzz around AI, I’ve been pondering over if and how loyalty program structures will change in the future. The question is around Personalized vs. One-Size-Fits-All constructs and Dynamic vs. Static Rewards or Benefits. We know that in general traditional loyalty programs often have fixed program structures, where members progress through these predetermined tiers by meeting various criteria either based on purchase frequency, spend thresholds, or currency accumul

When you think of customer loyalty, what comes to mind? For most executives, it’s likely the typical mechanics of loyalty programs—points, rewards, and incentives. But here’s a radical thought: customer loyalty doesn’t just start with your customers. It starts at home—with your employees. And if you’re not leveraging their voices, you’re sitting on an untapped gold mine of potential. Consider this: your employees are your most authentic advocates. Every single one of them has

As someone deeply immersed in consumer psychology and crafting customer-centric strategies, I've realized that gamification extends far beyond superficial game mechanics like quests and leaderboards. And the misconception that it's all about spin-the-wheel or scratch cards to meet business goals only skims the surface of the concept. As a child, I was obsessed with Nintendo’s Mario Brothers video game. As an adult, I am intrigued by the complexity within the simplicity of The

In today's fiercely competitive marketplace, I find myself constantly on the lookout for innovative strategies to foster customer loyalty...

If there’s one thing I’ve learned, both as a professional dealing with loyalty programs and as someone navigating my marriage, it’s that the parallels between the two are strikingly similar. In fact, romantic relationships might just be the most successful loyalty programs in existence! Would you agree? From unlocking rewards to levelling up your emotional status, relationships are loyalty systems of give and take, engagement, and, of course, the ultimate pursuit of a long-te