Surprise and Delight is a promotional tactic that has proven successful in many applications, but which also generates significant debate when suggested as a core strategy to engage, maintain, and grown value from a customer group. The announcement by Caribou Coffee of its Caribou Perks loyalty program put the question firmly in our sites at LoyaltyTruth. Caribou is direct in its messaging about how customers will benefit from its new program. Paraphrased, the message is &ldquo....

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