Latest / The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
Why Your Loyalty Points Expire and How to Fix It
Lucas and Luna dig into one of the most quietly destructive forces in retention marketing: points expiry. Most loyalty programs punish their best customers with a ticking clock, and the data shows it kills repeat purchases. Using a well-known airline loyalty program as a case study, they break down why expiry exists, what it costs brands in goodwill and revenue, and the counterintuitive strategies that actually increase redemption rates and customer lifetime value. They cover the psychology of the endowment effect, the maths of breakage, and real-world fixes like dynamic expiry, grace…
The skinny
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