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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. What are the latest trends in loyalty programs? 
  2. How has the traditional concept of loyalty program evolved? 
  3. How do loyalty programs impact a customer’s purchasing decision? 
  4. How can companies effectively track and utilize customer data to drive loyalty? 
  5. What role do customer experiences and rewards play in loyalty programs?

Top Takeaways:


“Loyalty programs used to be ‘earn and burn’ in the past 100 years. You spend a dollar and earn a point. But today’s loyalty programs can do much more with experiential rewards, early access, and rewarding other activities outside of purchasing.”   “Loyalty programs existed before, and now there is a trend of revamping them. Now, there is space for fun.”  “Don’t limit your loyalty programs to points and tiers. Think of all the experiences, rewards, and benefits you can give.   “Loyalty programs are not just about financial value. It’s often about the perceived value. They may not always need the perks and rewards, but they subscribe for the comfort that it is available when you need them.” 


Zsuzsa Kecsmar is the Co-founder and Chief Strategy Officer of Antavo, a no-code, fully customizable enterprise loyalty platform. They have worked with brands like KFC, BMW, and Kathmandu to create gamified, experience-based rewards.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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