Rewarding regular customers is one of the oldest ideas in marketing. A coffee card with a free tenth cup is a loyalty program. So is a members’ discount at a garden centre or a points system on an online store. Run well, these programs give people another reason to come back.
Run badly, they can annoy the very customers you want to keep. Confusing rules, points that vanish and terms that change without warning all cause trouble. This guide covers how to set up a simple program, keep it fair and stay on the right side of Australian consumer law.