Programme Design
Choosing a loyalty programme goal
Set a loyalty programme goal around one defined customer action, a suitable measurement period and checks on cost and member experience.
Section
Programme Design
Programme Design
Deciding when a loyalty programme is not the right solution
Use practical go, revise and stop checks to decide whether a loyalty programme fits the customer problem, the benefit and your delivery capacity.
Programme Design
Designing a customer loyalty programme
Plan a customer loyalty programme around a clear goal, a usable member benefit, workable rules and a way to assess its effect.
Programme Design
Explaining programme value at signup
Write a loyalty signup promise that explains immediate value, future benefits and material limits before a customer joins.
Programme Design
Explaining renewal and cancellation clearly
Explain paid-membership charges, automatic renewal, cancellation steps and the effect on benefits.
Programme Design
Explaining who handles a partner reward problem
Give members a clear contact route for missing partner points, failed vouchers and problems with a supplied reward.
Programme Design
Keeping enrolment forms proportionate to the benefit
Decide which loyalty enrolment fields are needed now, explain each request and keep joining distinct from later data uses.
Programme Design
Loyalty programme economics
Assess a loyalty programme using additional contribution, reward costs, points commitments and realistic redemption scenarios.
Programme Design
Loyalty programme onboarding
Plan loyalty programme onboarding from the signup promise to a member’s first eligible action, with clear account and reward status.
Programme Design
Maintaining a version history of programme terms
Keep loyalty terms, effective dates, member notices and system rules traceable when a programme changes.
Programme Design
Measuring whether new members understand how to participate
Check whether new loyalty members understand eligibility, progress and first reward use through tasks, events and support evidence.
Programme Design
Paid loyalty memberships
Plan a paid loyalty membership around usable benefits, sustainable delivery costs and clear payment terms.
Programme Design
Partner and coalition loyalty
Plan partner and coalition loyalty around a clear member promise, accountable hand-offs, reliable points records and a defined programme purpose.
Programme Design
Testing a new reward before a full programme change
Plan a limited loyalty reward trial, protect current benefits, measure claims and decide what the evidence can support.