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Loyalty Programs: Design and Effectiveness

In: Customer Relationship Management

Author

Listed:
  • V. Kumar

    (Georgia State University)

  • Werner Reinartz

    (University of Cologne)

Abstract

Loyalty programs (LPs) are critical CRM tools used to identify, reward, and successfully retain profitable customers. This chapter gives a deeper introduction into the strategic use of this tool by presenting several industry examples. In two parts, it deals with the design and the effectiveness of LPs. Initially, this chapter details the objectives and design of various loyalty programs, along with several LP failures that highlight the elements and determinants of a successful program. By reviewing several of these LP characteristics, this chapter offers a systematic investigation of the outcomes and determinants of LP success, as well as guidelines for designing optimal programs. The key dimensions of LP design, including reward and sponsorship, also are explained in detail and illustrated with relevant case studies. Then in the second part of the chapter, the discussion of the effectiveness of loyalty programs introduces four key drivers of effectiveness and details their influence schematically. Empirical evidence about the performance of LPs across various industry segments also illustrates the success factors, leading into explanations of how firms can create competitive advantages by operating effective loyalty programs and focusing on value alignment. Finally, a seven-point checklist sums up the most important prerequisites for successful design and implementation of loyalty programs.

Suggested Citation

  • V. Kumar & Werner Reinartz, 2018. "Loyalty Programs: Design and Effectiveness," Springer Texts in Business and Economics, in: Customer Relationship Management, edition 3, chapter 10, pages 179-205, Springer.
    • Handle: RePEc:spr:sptchp:978-3-662-55381-7_10
    DOI: 10.1007/978-3-662-55381-7_10
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    Cited by:

    1. Jai, Tun-Min (Catherine) & King, Nancy J., 2016. "Privacy versus reward: Do loyalty programs increase consumers' willingness to share personal information with third-party advertisers and data brokers?," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 296-303.
    2. Balakrishnan, Janarthanan & Foroudi, Pantea & Dwivedi, Yogesh K., 2020. "Does online retail coupons and memberships create favourable psychological disposition?," Journal of Business Research, Elsevier, vol. 116(C), pages 229-244.
    3. Treiblmaier, Horst & Petrozhitskaya, Elena, 2023. "Is it time for marketing to reappraise B2C relationship management? The emergence of a new loyalty paradigm through blockchain technology," Journal of Business Research, Elsevier, vol. 159(C).
    4. Katarína Gubíniová & Thorsten Robert Moller & Silvia Treľová & Malgorzata Agnieszka Jarossová, 2023. "Loyalty Programmes and Their Specifics in the Chinese Hospitality Industry—Qualitative Study," Administrative Sciences, MDPI, vol. 13(6), pages 1-12, June.

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