LoyaltyPlaybook
The onboarding mistake that kills loyalty programs
12 February 2026 · 3 min read
A scheme nobody understands earns nothing
If the customer can't tell you what they get and how, they won't play. Complexity is the silent killer of loyalty.
Show the earn at the moment it happens
You just earned 10 points on the screen, every visit, teaches the scheme better than any leaflet.
Make the reward reachable
A reward ten visits away feels impossible. Structure the first win to feel close, so the loop starts turning early.
Recognise the returning customer
When a regular is greeted by name and balance, the scheme feels alive. Anonymity is what makes loyalty feel like paperwork.
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