Loyalty & Lifecycle (BOND Framework)
Design a loyalty and lifecycle program that produces measurable retention lift - not a tier ladder for its own sake. BOND forces clarity on what behaviors loyalty is supposed to reinforce, what evidence the customer sees, and how the program economics actually pay back.
Core Principle
A loyalty program is a behavior contract, not a points system. Most loyalty programs fail because they reward existing behavior (free margin loss) instead of net-n
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