When was the last time a company surprised you with an unexpected reward? How did that make you feel? More importantly, how many people did you tell about it? According to a survey about loyalty programs, “The more a program can find ways to provide unexpected benefits, the more likely their members will spend more, and most importantly, talk more.” And there are basic biological reasons for this – the brain’s pleasure centers react more strongly to unexpected pleasure substances versus expected ones.
How else can retailers provide personally relevant offers and rewards and show shoppers they know and appreciate them? #MarsTalk