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LOYALTY
You’re Doing it Wrong
+10

Your loyalty program is
more than just a point
earning experience.
It’s about creating
the perfect relationship…
at every touch point…
@
with an entire community
who shares those same
values.
But even the best designed
programs will see engagement
rates decline if any of these
mistakes are made:
1

Barrier
to Entry
ONBOARDING

Simple

First impressions are difficult to change. When a
customer opts into your loyalty program, are they
ex...
2

One Size
Fits All
Tailor the experience
to the individual

It’s not just about communication preferences (but
that’s a good start). There is...
3

Lengthy
Feedback
Cycles

?
Feedback {noun}
/ˈfēdˈbak
/
Feedback is a process in which information about the
past or the present influences the
same p...
In other words…
In other words…
FEEDBACK CHANGES BEHAVIOR
Motivation Principle:
In order to receive maximum
benefit from feedback, it should
be delivered as soon as possible
after ...
4

Sucky
Rewards
It’s not about offering
the most rewards

It’s about offering the right rewards.
Motivation Principle:
Rewards need not always provide
economic benefit to the end user.
Motivation Principle:
Rewards need not always provide
economic benefit to the end user.
(status is an emotional reward in ...
5

No Social
Proof

329

1,598

4,827
Human interaction matters more
than you can imagine.

@
Motivation Principle:
Experiencing social acceptance
amongst peers activates the
same centers of the brain as
earning mone...
The bandwagon effect is very real.
CONCLUSION
By leveraging these best practices,
your loyalty program has the
power to drive high value
behaviors.
Got questions?
Tweet them!
mention us
@MaritzMotivates
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Loyalty You're Doing It Wrong

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Loyalty You're Doing It Wrong

  1. 1. LOYALTY You’re Doing it Wrong
  2. 2. +10 Your loyalty program is more than just a point earning experience.
  3. 3. It’s about creating the perfect relationship…
  4. 4. at every touch point… @
  5. 5. with an entire community who shares those same values.
  6. 6. But even the best designed programs will see engagement rates decline if any of these mistakes are made:
  7. 7. 1 Barrier to Entry
  8. 8. ONBOARDING Simple First impressions are difficult to change. When a customer opts into your loyalty program, are they expected to fill out a 16 page profile? Is there a complex onboarding process? Keep this experience easy, fun, and focused on the customer. Offer an early win to spark engagement immediately. Complicated
  9. 9. 2 One Size Fits All
  10. 10. Tailor the experience to the individual It’s not just about communication preferences (but that’s a good start). There is a strong link between personal values and program engagement. Realize what drives and sustains engagement is unique to each customer.
  11. 11. 3 Lengthy Feedback Cycles ?
  12. 12. Feedback {noun} /ˈfēdˈbak / Feedback is a process in which information about the past or the present influences the same phenomenon in the present or future.
  13. 13. In other words…
  14. 14. In other words… FEEDBACK CHANGES BEHAVIOR
  15. 15. Motivation Principle: In order to receive maximum benefit from feedback, it should be delivered as soon as possible after performance of the activity.
  16. 16. 4 Sucky Rewards
  17. 17. It’s not about offering the most rewards It’s about offering the right rewards.
  18. 18. Motivation Principle: Rewards need not always provide economic benefit to the end user.
  19. 19. Motivation Principle: Rewards need not always provide economic benefit to the end user. (status is an emotional reward in itself)
  20. 20. 5 No Social Proof 329 1,598 4,827
  21. 21. Human interaction matters more than you can imagine. @
  22. 22. Motivation Principle: Experiencing social acceptance amongst peers activates the same centers of the brain as earning money.
  23. 23. The bandwagon effect is very real.
  24. 24. CONCLUSION By leveraging these best practices, your loyalty program has the power to drive high value behaviors.
  25. 25. Got questions? Tweet them! mention us @MaritzMotivates

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