What are some examples of innovative or creative loyalty programs that have boosted Net Promoter Score?

1 Gamified loyalty programs

One way to make loyalty programs more engaging and fun is to gamify them, that is, to add elements of challenge, competition, and reward to the customer experience. Gamified loyalty programs can motivate customers to complete certain actions, such as making purchases, leaving reviews, or sharing feedback, in exchange for points, badges, levels, or prizes. For example, a fitness app could offer a loyalty program that tracks the user's progress, rewards them with virtual trophies, and unlocks new features or content as they reach their goals. Gamified loyalty programs can increase NPS by creating a sense of achievement, recognition, and community among customers.

2 Personalized loyalty programs

Another way to make loyalty programs more appealing and relevant is to personalize them, that is, to tailor them to the customer's preferences, needs, and behavior. Personalized loyalty programs can offer customers more choice, flexibility, and value in how they earn and redeem their rewards. For example, a coffee shop could offer a loyalty program that allows customers to customize their own rewards, such as choosing their favorite drink, size, or flavor, or opting for a free pastry or a donation to a charity. Personalized loyalty programs can increase NPS by showing customers that they are valued, understood, and appreciated.

3 Social loyalty programs

A third way to make loyalty programs more impactful and viral is to socialize them, that is, to leverage the power of social media, referrals, and word-of-mouth to spread the word and attract new customers. Social loyalty programs can incentivize customers to share their experiences, opinions, or recommendations with their friends, family, or followers, in return for rewards, discounts, or recognition. For example, a clothing brand could offer a loyalty program that rewards customers for posting photos of their outfits, tagging the brand, or inviting their contacts to join the program. Social loyalty programs can increase NPS by creating a sense of belonging, trust, and advocacy among customers.

4 Hybrid loyalty programs

A fourth way to make loyalty programs more diverse and dynamic is to combine different types of loyalty programs, such as gamified, personalized, and social, to create a hybrid loyalty program that offers multiple benefits and options for customers. Hybrid loyalty programs can appeal to different customer segments, motivations, and goals, and provide a richer and more varied customer experience. For example, a travel company could offer a loyalty program that combines points, badges, levels, discounts, free upgrades, personalized offers, and social sharing features. Hybrid loyalty programs can increase NPS by delivering a comprehensive and satisfying customer journey.

5 Future loyalty programs

A fifth way to make loyalty programs more innovative and creative is to explore new technologies, trends, and opportunities that can enhance the customer experience and loyalty. Future loyalty programs could leverage artificial intelligence, blockchain, biometrics, augmented reality, or other emerging tools and platforms to create more interactive, secure, convenient, and immersive loyalty programs. For example, a restaurant could offer a loyalty program that uses facial recognition to identify customers, voice assistants to take orders, smart tables to display menus and offers, and virtual reality to provide entertainment. Future loyalty programs could increase NPS by offering a unique and memorable customer experience.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?