Using Customer Feedback to Improve Your Loyalty Program
Here’s the thing about loyalty programs: launching one is just the beginning. You don’t get customer love and long-term retention just by setting up a points system and calling it good. You’ve got to listen, tweak, and optimize based on what your customers actually want. That’s exactly what [Brand Name Redacted for protection] did—and the results speak for themselves.
The Challenge: Good Program, But Engagement Was… Meh.
[Nameless Brand] had a solid loyalty program in place. Points for purchases, basic rewards, a decent enrollment rate. But something wasn’t clicking. Redemption rates were low.
Customers weren’t moving up in tiers. Referral activity? Barely a blip on the radar. Instead of guessing, [Brand who must not be named] did the smart thing: they asked their customers directly.
The Feedback: Loud, Clear, and Super Actionable
Through post-purchase surveys, social polls, and a few well-timed email check-ins, [Witness Brand Protection] started gathering real feedback. Here’s what customers had to say:
-
“I didn’t even know you had a loyalty program.”
-
“It takes forever to earn enough points for anything worthwhile.”
-
“Referring a friend feels like a hassle.”
-
“I want more ways to earn points—not just on purchases.”
Oof. Tough love? Sure. But exactly what they needed.
The Fix: Turning Feedback into Action
Armed with this info, [Brand Nameless] partnered with us (hi there 👋) and our friends at Stamped and Growave to overhaul the loyalty program.
Here’s what changed:
-
✅ Better Rewards: The points-to-reward ratio was recalibrated to make rewards feel achievable (without hurting margins).
-
✅ Referral Program Revamp: Using Stamped’s Referral & Loyalty tools, they launched a “Give $10, Get $10” program with super simple share links.
-
✅ More Earning Opportunities: With Growave, they added points for actions like writing reviews, following on social, and birthdays—turning casual interactions into engagement moments.
-
✅ Visibility Boost: Rewards dashboards got a facelift. Loyalty CTAs were added to product pages, account pages, and email flows. No more “I didn’t even know you had a program” complaints.
-
✅ Automated Email Touchpoints: With Stamped and Klaviyo talking nicely to each other, customers started getting personalized points balance reminders and reward unlock alerts.
Takeaway: Feedback Isn’t Criticism, It’s Your Roadmap
The moral of the story? Your customers are already telling you how to make your loyalty program better. You just have to listen. With the right tools (shoutout again to Stamped and Growave, our loyalty platform partners in crime) and the right strategy, you can turn feedback into action—and action into revenue.
Want help doing the same for your program? You know where to find us.
More reads
More from Ecommerce...
Code Red: Your Last-Minute Holiday E-commerce Toolkit. You're a bit late to the holiday planning party, and the Black Friday/Cyber Monday rush is right around the corner. But don't panic—the most c
When customers reach out, they’re not just asking for help — they’re handing you raw data on how your business is doing. Every ticket, DM, or email carries insight into what’s working, what’s confusing, and where you can improve. The challenge? Making sure none of that feedback slips through the cracks.
Customer support will always matter — but here’s the truth: most customers would rather not need it at all. They don’t want to wait in a chat queue or refresh their inbox for an answer. They want solutions, fast. That’s the philosophy behind “the best service is no service” — when customers can solve problems themselves, everyone wins.
