Why Your Loyalty Program Isn’t Working, with Richard Schenker

Most retailers think a loyalty program will fix their business. But here’s the truth: loyalty only works when your business already has a strong foundation.In this episode, Jeramey sits down with Richard Schenker (the architect of Canada’s iconic Shoppers Optimum program) to unpack what loyalty is really about. And why most programs fail.Richard has led loyalty and customer engagement at Hudson’s Bay, Air Miles, Bond Brand Loyalty, and now runs Loyal Strategy Consulting. He’s helped brands like Sephora turn everyday customers into lifelong advocates.You’ll learn:Why points and rewards are easy to copy (and rarely move the needle)How to build emotional loyalty that lastsThe 4 human drives that power all customer behaviorReal examples from brands like Sephora, Dairy Queen, and KLMWhat small retailers can do today to compete without big budgetsHow AI is changing the loyalty game (and what to do about it)Why you should design loyalty programs around staff, not just customersAnd how to avoid the most common mistakes retailers make when launching or revamping loyalty programsThis is not another “customer retention hacks” episode. It’s a tactical, no-fluff conversation with one of the world’s leading loyalty strategists, designed specifically for small and mid-size retailers.If you’ve ever wondered:→ Should I even have a loyalty program?→ How do I compete with big brands on retention?→ What would actually make customers fall in love with my store?This one’s for you.