Customer Loyalty Program Design
Service Physics helps service brands design loyalty programs that are customer-centric, data-backed, and built to drive behavior, not just transactions. With a minds before wallets approach, every program is designed to create business value through smarter systems, not deeper discounts.
Trusted by leading service brands
Service Physics is bringing a different way of looking at our operation through data and using lean methods to solve problems. We have never thought like this.
Turn transactional tactics into loyalty systems that last
Is your loyalty program driving real business value or just offering discounts? Service Physics helps design loyalty programs that are easy to execute, meaningful to guests, and aligned with your operational and strategic goals.
Our loyalty design work eliminates the following common challenges:
Frontline complexity
Fragmented guest experiences
Ineffective program structure
Low engagement and unclear ROI
The Service Physics methodology
Discover guest insights
Use transaction data, loyalty metrics, and segmentation models to understand guest behaviors, preferences, and value tiers
Design for relevance
Tailor loyalty structures like visit-based, spend-based, or hybrid models to fit each segment’s needs
Add creative engagement
Layer in gamification, personalization, and brand storytelling to make participation fun and meaningful
Build flexible reward systems
Use tiers, challenges, and dynamic offers to keep the program fresh and behavior-driven
Optimize with data
Track customer interactions and use real-time analytics to refine offers, messaging, and program mechanics
Align to brand and business goals
Design programs that support your customer experience strategy and drive the metrics that matter
Industry-specific approaches
Foodservice
- Simplify redemption at the register
Design offers and workflows that don’t slow down service or confuse frontline teams - Drive repeat visits
Launch structured campaigns (third visit rewards, LTO tie-ins) to boost guest frequency - Turn loyalty data into guest insights
Use loyalty engagement to segment your audience and personalize offers that drive spend and LTV
Healthcare
- Drive engagement via care milestones
Use visit-based programs to motivate preventive care and follow-ups - Build data feedback loops
Use engagement program data to identify gaps in care, drop-off points, or populations at risk for disengagement - Drive retention with digital touchpoints
Leverage portals, apps, or text-based systems to maintain connection between visits and simplify rescheduling or follow-up care
Why Service Physics for loyalty program design
Most customer loyalty programs start with promise but fall short in practice.
We take a different approach. We design loyalty programs that your teams can deliver, your guests want to engage with, and your business can scale. From segmentation to training, we work across marketing, ops, and tech to build loyalty systems that create real connections and measurable returns.
Our loyalty program design services eliminate the following types of execution challenges:
Built for behavior
Programs are designed to drive frequency, increase visit value, and deepen brand connection rather than simply reward spend.
Grounded in data
Segmentation, modeling, and analytics inform every aspect of loyalty design, from structure to offers to rollout.
Frontline execution
Loyalty is embedded into workflows, systems, and training so staff can support it without added friction.
Driving a 57% increase in retail store capacity for Peet’s Coffee
Peet’s Coffee partnered with Service Physics to streamline service workflows and boost in-store performance , without major capital investment. Through targeted operational improvements, Peet’s increased throughput, accelerated transaction times, and unlocked $12.9M in new annual revenue potential.
Rolling up our sleeves to turn loyalty into a business driver
Ready to move beyond points-based gimmicks? Service Physics helps design loyalty programs that are built for real-world execution, grounded in guest behavior, and aligned with long-term business outcomes. From defining guest value to integrating with operations and training teams, we help your brand turn loyalty into a durable competitive advantage.