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Learn to run your membership program

What it costs, how to set rewards, how to launch, how to bring customers back and the rules that apply.

Topics

Basics

Whether a program is worth it, what it costs and what you get back.

  1. Is a loyalty program worth it for your business?

    • A one-week yes-or-no test
    • Aim at occasional customers
    • Judge it after two quarters
    9 min

  2. How to get new customers to come back a second time

    • First stamp on day one
    • A welcome inside 30 days
    • A list of your first-timers
    9 min

  3. Why your own customer list beats followers

    • Speak first, any time
    • Zero notification fees
    • Count who you can reach
    9 min

  4. How much does a loyalty program cost you?

    • Your give-back rate
    • A six-line break-even sum
    • A cost cap on each reward
    9 min

  5. Paper card, app or Wallet Card: which is best for you?

    • One question that decides
    • No app to build or install
    • A one-day counter count
    9 min

Rewards

What customers earn, how soon they are rewarded and the rules.

  1. Points, stamps or visits: which should you use?

    • Stamps or Points, settled
    • A quick bill-size test
    • A two-sentence counter sign
    10 min

  2. How soon should customers earn their first reward?

    • A first reward within a month
    • Your stamp count, worked out
    • No empty first card
    9 min

  3. How to choose rewards customers want and you can afford

    • A reward's real cost
    • Wording that caps cost
    • A treat, not a discount
    9 min

  4. How to use perks, offers and events, not just points

    • A slow-day offer, costed
    • A day-one welcome perk
    • Paid only when used
    10 min

  5. How to set program rules customers find fair

    • A two-part fairness test
    • A no-surprise reward swap
    • Points that don't expire
    10 min

  6. Family Account: let a family earn rewards together

    • Small balances, one reward
    • Nothing extra given away
    • You switch sharing on
    8 min

Launch

Set up, get customers to join and prepare your staff.

  1. What to set up before your first member can join

    • Only four steps to go live
    • Reviews run side by side
    • No developer accounts needed
    10 min

  2. How to get customers to join at the counter

    • Join while they pay
    • A two-sentence ask
    • No app, no password
    10 min

  3. How to prepare your staff to run the program

    • See who recorded what
    • Six awkward cases, settled
    • An eight-step rehearsal
    10 min

  4. How to move from a paper card or another app

    • Nobody loses a stamp
    • Changeover cost, capped
    • A published last day
    10 min

Wallet Cards

Your Wallet Card, your Business page and all your outlets.

  1. What is a Wallet Card, and how does it work?

    • No app, no top-up
    • Four phrases for your sign
    • Flat battery, still served
    9 min

  2. How to design a Wallet Card customers recognise

    • A logo that fits the circle
    • Text readable outdoors
    • Four files to prepare
    9 min

  3. Apple Wallet vs Google Wallet: what your customers see

    • A four-line counter note
    • Both Wallets switched on
    • New phone, nothing lost
    9 min

  4. How to set up your Business page and web address

    • Ask for your own web address
    • Printed signs keep working
    • Fix a thin-looking page
    9 min

  5. How to run one program across several outlets

    • Earn here, claim anywhere
    • Who returns, per outlet
    • A two-outlet test walk
    9 min

Marketing

Notifications, referrals, reviews and winning customers back.

  1. How often should you send notifications?

    • Three or four a month
    • Two tests before you send
    • Count who it reaches first
    9 min

  2. Five notifications worth sending to your members

    • Five examples to adapt
    • The settings for all five
    • The one trap in each
    9 min

  3. How to get your regulars to bring a friend

    • Pay only when friends buy
    • What one referral costs
    • Words for asking regulars
    9 min

  4. How to turn comments and messages into members

    • Answer first, then the link
    • Members counted per post
    • Within Meta's reply rules
    9 min

  5. How to ask for Google reviews without breaking the rules

    • Ask everyone, reward no one
    • A review request for staff
    • Reviews Google won't remove
    9 min

  6. How to win back customers who stopped coming

    • How many days means gone
    • Why they left: three checks
    • A reason beyond a discount
    9 min

Analytics

The numbers to watch and how to test a change.

  1. How to tell if your loyalty program is working

    • Three figures to read weekly
    • Two figures that flatter
    • Your own monthly benchmark
    10 min

  2. How to test whether your program makes a difference

    • Three fair ways to test
    • How many members you need
    • A four-line test plan
    10 min

  3. Which sign, link or post brings you the best members?

    • One QR code per placement
    • Signs ranked by who returns
    • What to try for each result
    10 min

Industries

What works for cafés, grocers, salons, gyms and more.

  1. The right loyalty program for a café or coffee shop

    • Your free cup, costed
    • A scan and a PIN per sale
    • Aim at twice-a-week regulars
    10 min

  2. The right loyalty program for a tea or beverage chain

    • Ten drinks, no levels
    • Launch reach, counted first
    • Which outlet brings them back
    10 min

  3. The right loyalty program for a grocery or convenience store

    • A half-sen give-back rate
    • Break-even in extra baskets
    • Members' price on three lines
    10 min

  4. The right loyalty program for a fashion shop

    • A reward after one purchase
    • A new reward each season
    • Refunds and Points, settled
    9 min

  5. The right loyalty program for a beauty shop or pharmacy

    • Your refill gap, in weeks
    • A reminder before the refill
    • Prescriptions kept out
    10 min

  6. The right loyalty program for a salon or spa

    • A treatment, not a free cut
    • Next visit booked at the desk
    • A five-visit Stamp card
    10 min

  7. The right loyalty program for a gym or studio

    • Quiet members, spotted early
    • Guest passes, not towels
    • A card filled in a month
    10 min

  8. The right loyalty program for a cinema

    • A reward by the third visit
    • Popcorn, not free seats
    • Members told of new films
    8 min

  9. The right loyalty program for a hotel

    • Next booking made direct
    • A costed members' rate
    • Locals back between stays
    8 min

IDs & tickets

Other cards you can put in a customer's phone.

  1. Staff, student and member IDs on a phone: how they work

    • Checked live, on any phone
    • Leavers' IDs switch off
    • Choose what strangers see
    10 min

  2. Event tickets on a phone: how they work

    • One ticket, one entry
    • Entry by name if a phone dies
    • Who came, who didn't
    9 min

  3. Travel and boarding passes on a phone: how they work

    • One change updates every pass
    • A four-question fit test
    • Built for trips sold by name
    8 min

  4. Insurance and takaful cards on a phone: how they work

    • One-tap claims number
    • A 30-day renewal countdown
    • Renew several at once
    8 min
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