Mission: Loyalty — The Secret Behind Experiential Rewards

If you ask a person about the most cherished memory they had as a loyalty program member, it’s unlikely that they would say “It’s that time I got that $10 coupon”. That’s because financial benefits are incentives that appeal to our rationality, not our heart. If you wish to build emotional loyalty by capturing the hearts of customers, the incentive you are looking for is experiential rewards. Offering experiences as rewards isn’t new, but there are....

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