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.

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How else can retailers provide personally relevant offers and rewards and show shoppers they know and appreciate them? #MarsTalk