There was a time when waiting was part of the reward experience. You earned your points, browsed the catalog, placed your order, and a few weeks later, a package arrived at your door. The anticipation was part of the magic.
That era is fading, and fast!
Today's program members expect rewards the way they expect everything else: immediately. A recognition moment that ends with "your reward will arrive next week" feels disconnected from the achievement it's meant to....