When a loyalty program should switch from blanket rewards to behavior-based triggers
I usually see loyalty programs start with a simple promise: reward everyone, reward often, and make the value easy to understand. That approach works well at first. It creates momentum, reduces friction, and gives customers a clear reason to come back. But at a certain point, blanket rewards can...
Featured
What a £5 reward really needs to do to earn a second purchase
A £5 reward sounds modest on paper. In a customer’s mind, though, it is never just £5. It is a...
How to choose between free shipping, credit, and points for first-time buyers
When I design a first-purchase offer, I never start with the reward itself. I start with the...
How to calculate the exact welcome bonus that pays back within three purchases for a £250 average order value
I often get asked a deceptively simple question: how generous should our welcome bonus be? For SMEs...
A step‑by‑step test to prove open‑banking cashback lifts basket size for independent retailers
I wanted to prove something simple but consequential: that offering a small, instant cashback at...
Which microreward timing reactivates 60% of 90‑day lapsed customers: day‑0 free gift, day‑7 credit or triggered sms
I ran a small experiment last quarter to answer a question I get asked all the time: what...
When to swap a points program for prepaid credits: a profitability checklist for subscription and one‑time purchase sme
I often get asked by founders and marketing heads whether they should keep their familiar...
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Loyalty Programs
How to calculate the exact welcome bonus that pays back within three purchases for a £250 average order value
I often get asked a deceptively simple question: how generous should our welcome bonus be? For SMEs the right answer balances two things — it must be compelling enough to drive behaviour (first repeat purchases), and it must be profitable. In this post I’ll walk you through a straightforward,...
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Case Studies
A step‑by‑step test to prove open‑banking cashback lifts basket size for independent retailers
I wanted to prove something simple but consequential: that offering a small, instant cashback at checkout via open‑banking payments can increase average basket size for independent retailers. The idea sounds intuitive — customers see immediate money back, they add a few items — but intuition...
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Customer Retention
Which microreward timing reactivates 60% of 90‑day lapsed customers: day‑0 free gift, day‑7 credit or triggered sms
I ran a small experiment last quarter to answer a question I get asked all the time: what microreward timing actually moves the needle on lapsed customers? We had a pool of customers who hadn’t purchased in ~90 days — a typical “cold” segment for many SMEs — and I tested three lightweight...
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Loyalty Programs
When to swap a points program for prepaid credits: a profitability checklist for subscription and one‑time purchase sme
I often get asked by founders and marketing heads whether they should keep their familiar points-based loyalty scheme or move to a prepaid credits model. It's a common dilemma for SMEs running subscription products or selling one-off purchases. I’ve seen both systems work — and fail —...
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Loyalty Programs
When should an sme switch from points to prepaid credits: a profitability decision test
Switching a loyalty currency from a points-based system to prepaid credits is one of those strategic choices I get asked about a lot. On the surface it looks like a cosmetic change — just rename “points” to “credits” — but in practice it reshapes customer psychology, cash flow and how...
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Growth Strategies
How much should you spend on a welcome bonus for a £50 average order value without killing margin
I often get asked by founders: “How much can we afford to give away in a welcome bonus when our average order value (AOV) is £50?” It’s a pragmatic question — one that sits at the intersection of psychology, unit economics and growth testing. I’ll walk through a simple framework I use...
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Data & Analytics
How to prove a local partner rewards exchange will lift basket size by 10% using till data and three experiments
I was recently asked by a small retail chain if a proposed rewards exchange with a local partner — a café offering a free pastry for every £10 spent in store — would actually increase basket size by 10%. The ask felt familiar: founders want a simple, defensible projection before they commit...
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Customer Retention
Which microreward trigger lifts month-two retention most: push notifications, surprise credits or free samples
I ran a small experiment last year to answer a simple question: which microreward trigger moves the needle most on month-two retention — a timely push notification, a surprise credit, or a free sample sent with the first order? The answer wasn’t a neat winner across every business I work with,...
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Loyalty Programs
What parents should know about french schools
For many parents, sending a child to school in France can feel both exciting and unfamiliar. The French education system has a strong reputation for academic rigor, a structured curriculum, and a clear national framework that guides learning from early childhood through secondary school. At the...
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Customer Retention
Designing a downgrade-protection flow for subscription SMEs that reduces voluntary churn in month three
I often see the same problem when I audit subscription programmes for growing SMEs: customers make it through onboarding, survive months one and two, and then a surprising number of them either downgrade or cancel in month three. That third-month drop feels especially painful because you’ve...
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