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The Moment of Truth

6/1/2007 VOLUME 15 / ISSUE 2

To survive, your loyalty program must live in the moment

A loyalty program's moment of truth—the single-most vulnerable point in the entire series of program touch points—is the moment of reward. The customer's experience in claiming your offered reward will either entice them to reinvest in your program because you delivered on your promise, or drive them away if, instead, you delivered a b[...]


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