The Playbook

Strategic
Architecture.

Building a loyalty program without a strategy is just giving away margin. True retention requires a psychological framework that moves customers from transactional habits to emotional devotion.

The Growth Framework

Psychology First

Understanding the cognitive biases (like the Endowment Effect and Loss Aversion) that drive habitual behavior.

Zero-Party Data

Moving beyond cookies. Creating value exchanges where customers willingly share their preferences and intent.

Unit Economics

Structuring rewards that protect margin while maximizing Lifetime Value (LTV) and reducing Churn.

Latest Analysis

6 Articles
Illustration for article: How to Plan a Loyalty Program That Actually Works: The Complete Blueprint
Program Strategy6 min read

How to Plan a Loyalty Program That Actually Works: The Complete Blueprint

Illustration for article: Beyond Points: Applying the Octalysis Framework to Customer Loyalty
Advanced Gamification4 min read

Beyond Points: Applying the Octalysis Framework to Customer Loyalty

Illustration for article: The Retention Revolution: Why E-commerce Needs to Look Beyond ROAS
Strategy Analysis3 min read

The Retention Revolution: Why E-commerce Needs to Look Beyond ROAS

Illustration for article: Phantom Loyalty: Why your repeat customers might leave you tomorrow
Strategy Analysis3 min read

Phantom Loyalty: Why your repeat customers might leave you tomorrow

Illustration for article: Variable Rewards: The Psychology Behind Addictive Loyalty Programs
Behavioral Psychology2 min read

Variable Rewards: The Psychology Behind Addictive Loyalty Programs

Illustration for article: The death of the third-party cookie makes first-party loyalty data gold
Data Strategy3 min read

The death of the third-party cookie makes first-party loyalty data gold

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