Loyalty Management

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Ask the Experts: Surprise & Delight Campaigns

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Q: We’d like to build on surprise & delight offerings to improve the customer experience and engender loyalty, without the commitment and liability of a points (or miles) based program. How do I best approach this type of program structure? A: Our culture is so accustomed to points-driven loyalty programs, we may bypass other types of rewards and recognition.   It is important to consider that customer loyalty can be developed and enhanced by other activities.  Providing other types of rewards can actually differentiate a program and make it more memorable. What makes non-point-driven programs stand…

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