Latest / The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
Why Your Loyalty Program Is Quietly Killing Repeat Purchases
Loyalty programs are everywhere, but most are hurting retention more than helping. In this episode, Lucas and Luna break down the psychology of points fatigue and the 'worth-it' threshold — why a generic 10% back offer trains customers to wait for discounts instead of buying now. They look at a real-world case: how a skincare subscription brand restructured its points system to focus on redemption ease and non-monetary perks, lifting repeat rate by 18% in one quarter. They also discuss the data pitfalls of measuring loyalty wrong, from revenue-per-member to engagement velocity. If…
The skinny
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