Here’s a sobering reality check for many businesses: launching a loyalty program is only the first step. Getting customers to sign up is one thing, but keeping them actively engaged is a completely different challenge. A huge portion of loyalty program members are dormant, representing a massive untapped potential for revenue and engagement.

The Scale of the Inactivity Problem

Just how big is the problem? The statistics are staggering and paint a clear picture of a disengaged majority.

• According to Nitro Network on X, while 75% of US adults participate in at least one loyalty program, less than 50% of them are active.
• Ripple’s data, also shared on X, is even more specific: the average US consumer is enrolled in 16 different loyalty programs but is only active in less than half of them (fewer than 8).

This means that for every active, engaged customer you have, there is likely at least one more who signed up and then faded away. They were interested once; the key is to find out why they left and what it will take to bring them back.

Why Do Customers Go Dormant?

Customers don’t just stop participating for no reason. Common causes for inactivity include:

• Irrelevant Offers: The program isn’t personalized, so the rewards aren’t compelling.
• Forgetting the Program Exists: A lack of communication means your brand falls off their radar.
• Perceived Low Value: The effort required to earn a reward seems too high for the payoff. As one Reddit thread on r/AskSouthAfrica noted, many programs encourage habits but users begin to question the “true value.”
• Poor User Experience: The program is clunky, hard to use, or not accessible on mobile. A report from Ebbo shows that 71% of consumers are more likely to use cards if they are mobile-accessible.

How NextBee Re-Engages and Retains Customers

At NextBee, our platform is specifically designed to combat customer inactivity. We provide the tools you need to not only acquire members but to keep them excited and engaged for the long haul.

We tackle the 50% inactivity rate head-on with features like:

1. Gamification and Leaderboards: Introduce an element of fun and friendly competition to encourage regular participation. Leaderboards, badges, and contests can reignite interest in your program.
2. Automated, Personalized Nudges: Set up automated email or push notifications to remind inactive users of their points balance, new rewards, or exclusive offers tailored just for them.
3. Tiered Rewards that Motivate: Create a clear path to better rewards. When customers can see the next level of benefits is within reach, they are more motivated to engage and spend.
4. Seamless Mobile Experience: Our platform ensures your loyalty program is beautiful and easy to use on any device, removing the friction that causes customers to drop off.

Stop letting your hard-won members sit on the sidelines. Schedule a NextBee strategy session and learn how to reactivate your silent majority and turn them into your most valuable customers

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