#519: Loyalty Lessons ex Starbucks USA – Joy Das Gupta
Let's Talk Loyalty
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Evolving Loyalty Programs and Consumer Behavior
The chapter explores the evolution of loyalty programs in the airline and retail industries, focusing on strategies to address customer dissatisfaction and maintain engagement. It delves into the significance of understanding consumer behavior, using incremental benefits to offset disappointment, and the shift towards more accessible rewards. Additionally, it discusses the importance of managing customer expectations, transparency in reward utilization, and the enduring importance of core loyalty program features.
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