Why easy redemption isn't always better redemption

In this episode of Loyalty Unlocked, we discuss a surprising loyalty strategy - why making redemption harder can actually make it better. Diving into the psychology behind Considered Redemption, we see how yuu Rewards strategically added friction to boost customer spend, and why instant redemption at checkout can actually reduce long-term value. Mark shares real data and key lessons for loyalty marketers. If you think easier is always better, this episode might just change your mind! Read me at https://medium.com/@marksage/designing-in-cx-friction-to-drive-customer-value-cbcdd4c9d6fd

Published OnMarch 17, 2025

Chapters (3)

The Power of Designed Friction in Loyalty Programs
yuu Rewards: A Case Study in Considered Redemption
Navigating the Friction-Convenience Spectrum

About the podcast

Welcome to Loyalty Unlocked, an AI-driven podcast exploring the creation of yuu Rewards, one of the most ambitious coalition loyalty programs ever launched in Hong Kong. Through expert insights and real-world lessons, we break down the risks, strategies, and innovations behind its success. Whether you’re in marketing, loyalty, or business, tune in to uncover what it takes to build a game-changing program. Intro music by Kabbalistic Village (kabbalisticvillage.com/)

This podcast is brought to you by Jellypod, Inc.