In today’s competitive marketplace, customer loyalty is a precious commodity. Brands strive to build deeper relationships with their customers, seeking not only repeat business but also brand advocacy. A well-crafted loyalty program can be a powerful tool in achieving these goals.

Another benefit of a great program is that as your database grows your cost of advertising can decrease with a focus on cheaper more direct communication channels such as email rather than expensive above-the-line channels like radio.

Here’s what makes a great loyalty program:

1. Understanding Your Customers

A great loyalty program begins with a deep understanding of your customers. This involves collecting and analysing data to gain insights into their preferences, behaviours, and needs. Tailoring the program to these insights ensures that it resonates with your target audience. Personalisation is key—offering rewards and experiences that are relevant to individual customers makes them feel valued and understood. Understanding your customer is more than just knowing who they are, more importantly you need to know why they shop and when a need or want is triggered. For example, premium haircare shoppers are looking for a proven solution for their hair type (e.g. frizzy hair), and re-purchase about every 2 months when their current bottle is nearly empty.

2. Clear and Attainable Rewards

The rewards offered by a loyalty program should be attractive and achievable. Customers need to see real value in the benefits they can earn. Whether it’s discounts, exclusive products, early access to sales, or unique experiences, the rewards should motivate customers to engage with the program. Additionally, the path to earning these rewards should be straightforward, avoiding overly complicated rules or point systems. I like to think of the rewards as a form of exchange. You offer customers a reward, in exchange customers agree to receive ongoing communications.

3. Tiered Benefits

Implementing a tiered structure can enhance the effectiveness of a loyalty program. By offering different levels of rewards based on customer activity, brands can encourage increased engagement. Higher tiers should offer more exclusive and appealing benefits, incentivising customers to strive for higher levels of loyalty. This approach not only rewards the most loyal customers but also motivates others to reach higher tiers. Formulating tiers is an excise in reviewing the frequency of shop as well as the average spend per purchase. Higher tiers should shop and spend more than lower tiers.

4. Omnichannel Accessibility

A modern loyalty program should be accessible across all customer touchpoints, whether online, in-store, or through mobile apps. Seamless integration across channels ensures that customers can engage with the program wherever and whenever they choose. This omnichannel approach enhances the customer experience and makes it more convenient for customers to participate. Done well, a marketer should understand which channels and messages are needed at each stage of the purchasing cycle. For example, a replenishment email triggered 2 months after their last purchase is far more effective than a TV ad.

5. Engaging and Interactive Elements

Incorporating gamification and interactive elements can make a loyalty program more engaging. Challenges, competitions, and interactive features can create a sense of fun and excitement, encouraging customers to participate more actively. These elements not only enhance the user experience but also foster a deeper emotional connection with the brand. This can be as simple as a scratchie card or virtual scratchie for members who purchase at a particular time or attend a new store launch event.

6. Transparency and Trust

Trust is a fundamental component of any successful loyalty program. Clear communication about how the program works, how points are earned and redeemed, and any changes to the program is essential. Transparency builds trust and ensures that customers feel confident in their participation. Avoiding hidden terms and conditions or sudden changes to the program’s structure is crucial to maintaining customer trust and satisfaction. One bit of advice I always give, is to use your loyalty database as a ‘voice of customer’ VOC program. By engaging and asking customers for their input and ideas you create a feeling that they are valued and increases the trust in the program.

7. Continuous Improvement

A great loyalty program is never static. It evolves based on customer feedback and changing market dynamics. Regularly reviewing and updating the program ensures it remains relevant and effective. By staying attuned to customer needs and preferences, brands can make necessary adjustments to keep the program fresh and appealing. Marketers should undertake regular reviews, gain member feedback and test new ideas. In particular, marketers should undertake regular AB Testing of email execution to fine time messaging and test tactics.

8. Emphasising Emotional Connection

Beyond transactional benefits, a successful loyalty program fosters an emotional connection with customers. This can be achieved through personalised communication, recognising and celebrating customer milestones, and creating a sense of community. When customers feel emotionally connected to a brand, they are more likely to remain loyal and become advocates. This goes beyond the loyalty program itself and stretches to encompass the entire marketing approach.


A great loyalty program is a strategic asset that can drive customer retention, enhance brand affinity, and increase lifetime value. By understanding customers, offering clear and valuable rewards, ensuring omnichannel accessibility, and fostering emotional connections, brands can create loyalty programs that not only attract but also retain and delight their customers. Continuous improvement and a focus on transparency and trust will ensure that the program remains effective and cherished by its members. In an age where customer loyalty is more important than ever, investing in a well-crafted loyalty program is a smart move for any brand aiming for long-term success.