02 — Capability · BC-460.30
Loyalty & Retention
Keep customers longer and make the best ones more valuable, through loyalty programs that reward the right behavior, early action on churn risk, and customers who bring in other customers.
- Loyalty Program
- Churn Management
- Customer Advocacy
In scope
- Loyalty program design and economics
- Member earning and redemption operations
- Churn prediction and save activity
- Referral and advocacy programs
Out of scope
- Account-level renewal pursuit in business-to-business sales (see BC-430)
- Promotional discounts outside the program (see BC-470)
Realized by · 0
- No product in the catalog yet.
Used in · 1
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 4
- BC-460.30.10Loyalty Program DesignDefine tiers, earning rules, rewards and the economics behind them so the program changes behavior at a cost finance has agreed to.
- BC-460.30.20Member Earn & Redeem OperationsRun enrollment, point accrual, redemption and expiry accurately at scale, and resolve member disputes against a visible rule.
- BC-460.30.30Churn Prediction & SaveIdentify customers likely to leave from behavior and feedback signals, and intervene with offers or outreach that are worth their cost.
- BC-460.30.40Referral & AdvocacyMake it easy and rewarding for satisfied customers to refer others and speak publicly, and track what their advocacy produces.