How Customer Reward Programs Are Being Redesigned for the Digital Era The fundamental change in reward programs for customers is the shift from transactional to experiential value. A discount coupon delivered through a loyalty program is a financial instrument. Access to early product releases, exclusive events, personalized recommendations, or priority service are experiential benefits that create a different and often more durable kind of customer relationship. https://penzu.com/public/80506f0f2ea03868