Loyal to a Fault? Tips to Make Your Loyalty Program Shine
The second program she dubbed the “Canadian coffee shop fiasco.” This coffee shop had set up the common program where if customers bought 10 cups of coffee, they got the next one free. The problem came about when the store abruptly ended the program without enough notice, angering customers who had invested money and time in expectation of the payoff at the end. Hlavinka advised the audience to always plan an exit strategy before launching loyalty programs.