The document discusses common mistakes made with loyalty programs. It identifies 5 key mistakes: 1) Having a complex onboarding process rather than keeping it simple; 2) Having a "one size fits all" approach rather than tailoring the experience to individuals; 3) Having lengthy feedback cycles rather than providing feedback as soon as possible; 4) Offering rewards that are not the "right" rewards for customers rather than focusing on motivation; 5) Lacking social elements rather than leveraging the power of human interaction and social proof. The document advocates designing loyalty programs based on motivation principles to drive high customer engagement and value.

1. LOYALTY
You’re Doing it Wrong

2. +10
Your loyalty program is
more than just a point
earning experience.

3. It’s about creating
the perfect relationship…

4. at every touch point…
@

5. with an entire community
who shares those same
values.

6. But even the best designed
programs will see engagement
rates decline if any of these
mistakes are made:

7. 1
Barrier
to Entry

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. 2
One Size
Fits All

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. 3
Lengthy
Feedback
Cycles
?

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. In other words…

14. In other words…
FEEDBACK CHANGES BEHAVIOR

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. 4
Sucky
Rewards

17. It’s not about offering
the most rewards
It’s about offering the right rewards.

18. Motivation Principle:
Rewards need not always provide
economic benefit to the end user.

19. Motivation Principle:
Rewards need not always provide
economic benefit to the end user.
(status is an emotional reward in itself)

20. 5
No Social
Proof
329
1,598
4,827

21. Human interaction matters more
than you can imagine.
@

22. Motivation Principle:
Experiencing social acceptance
amongst peers activates the
same centers of the brain as
earning money.

23. The bandwagon effect is very real.

24. CONCLUSION
By leveraging these best practices,
your loyalty program has the
power to drive high value
behaviors.

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@MaritzMotivates