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Guardrails and Metrics: Knowing When to Intervene
Every loyalty program needs freedom to evolve, but it also…
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The Messaging Overlay: Don’t Leave a Vacuum
When you change a loyalty program, silence becomes the biggest…
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Prospect Theory in Practice: How to Neutralize Loss Aversion
Designing—or redesigning—a loyalty program is as much about psychology as…
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Design (or redesign) to the Customer Journey
Great loyalty programs don’t start with perks; they start with…
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The Risks When You Change a Loyalty Program—and How to Control Them
Changing a loyalty program is closer to surgery than a…
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The Cost of Leaving a Bad Loyalty Program in Place
TL;DR: A misaligned loyalty program isn’t neutral—it’s a negative‑value asset. It taxes…
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Diagnosing Loyalty Failure: A Fast Framework for Clarity, Coupling, and Confidence
This article is the first in a series exploring what…
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What Is at the End of the Rainbow?
Hint: It’s not gold—it’s growth. In business, loyalty isn’t just…
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Why Your Customers Deserve (and Need) the Right Loyalty Program (and the Right Tech)
In today’s hyper-competitive marketplace, it’s not enough to simply have…
