All the loyalty insights from our expert team.

Max Savransky
Want deeper member engagement? Implement surprise and delight initiatives into your loyalty program.

Want deeper member engagement? Implement surprise and delight initiatives into your loyalty program.

Customer delight is a powerful technique for driving deeper member engagement. Psychological studies suggest that when a customer’s expectations are met, they will be satisfied and when a customer’s expectations are exceeded, they will be slightly more satisfied, but when a customer is unexpectedly delighted (commonly referred to as ‘surprise and delight’ in the loyalty industry) their satisfaction levels will be substantial.

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