Want Real Loyalty? Focus on Retention, Not Just Perks
March 11, 2025
Summary
Loyalty programs don’t create loyalty—great products do. Use them to change customer behavior and drive repeat purchases instead.
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Transcript
Think of a loyalty program as a way to change customer behavior, not as a way to generate loyalty. So loyalty is going to be generated by your product and how much customers love the products. That's what's gonna elicit brand loyalty. A program is not going to create loyalty out of thin air, but what it can do is change customer behavior. So I think you should think of a loyalty program almost as a retention program and how you wanna change and modify customer behavior. Don't be under the illusion that you're going to create a brand or loyalty.