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Customer Loyalty 10#

Customers are retained and loyalty assured by providing value beyond the actual product or service itself, i.e., through incentive-based programs. The goal is to increase loyalty by creating an emotional connection or simply rewarding it with special offers. Customers are voluntarily bound to the company, which protects future revenue.


Apply this pattern to your own business and create your next innovative business model!

Examples: Iconic Cases

How they do it: Lufthansa’s loyalty program ”Miles & More” allows customers to collect status tier and reward points for each flight or spend with the airline. This allows the company to tie frequent flyers to them by offering rewards which can be physical products or flights as well as access to exclusive lounges and priority treatment at the airport.
Learn more about Lufthansa →

How they do it: Walmart’s Savings Catcher is a customer loyalty initiative which promises customers that they will always get the lowerst prices at the company’s stores. If a customer finds the same product at another location for a lower price, Walmart will credit the difference directly to a special gift card to be redeemed at Walmart.
Learn more about Walmart →

How they do it: Nespresso’s loyalty club lets customer register their coffee machine online and profit from exclusive offers and discounts. In addition club members get a free Nespresso coffee in every official brand store. The club serves the company as an exclusive brand enhancer.
Learn more about Nestlé Nespresso →

How they do it: Shell started a loyalty program for its customers called Fuel Rewards®. Members earn 5¢/gallon for every $25 spent inside participating Shell stations.
Learn more about Shell →

How they do it: The Home Depot offers a loyalty program called ”Home Depot’s Pro Xtra” to professionals and contractors. It combines bulk-pricing with weekly specials and rebates.
Learn more about The Home Depot →



Apply this pattern to your own business and create your next innovative business model!