The High Roller Experience: How Caesars and Other World-Class Companies Are Using Data to Create an Unforgettable Customer Experience

CHAPTER2

Loyalty Programs

There is no doubt that loyalty programs have become ubiquitous and represent a significant amount of expense for companies in many industries. From a consumer point of view, customers are in an average of 18 programs in their quest to earn value from their everyday spend, though the reality is they can only actively engage in about a third of them based on their own time constraints. These dynamics lead to billions of dollars of underutilized point expense and a complexity to programs that is not valued by its participants. ...