Five UX Changes for Fixing Loyalty Programs
by Maya Jackson, Liang Zhang
It seems like these days, everything has a loyalty program: your local coffee shop and bookstore, and, of course, nearly all hotels, car rental companies, and airlines. Enrollment must be high, since there are an average of over 18 loyalty accounts per U.S. household. Loyalty programs are pervasive and expensive, and they aren't working for businesses.
Businesses are spending tens of billions of dollars on developing and maintaining these programs, but data from McKinsey shows that they aren't producing the desired business results. Given the increasingly saturated marketplace today, it isn’t all that surprising that many of these programs aren’t working.
More importantly, loyalty programs are not working particularly well for customers either. There is a clear opportunity for user experience changes that will improve both consumer engagement and results for businesses.
To read more please visit: http://uxmag.com/articles/five-ux-changes-for-fixing-loyalty-programs