Over the years, implementing loyalty programs has taught me that success in this space demands more than just technology integration expertise. While system integrators (SIs) firms excel in building and connecting IT infrastructure, loyalty programs live and die on customer experience, emotional connection, ease of use and adaptability (for both customers, and the program operators). Having worked with dozens of brands on complex implementations over two decades, I’ve seen firsthand the nuances that drive successful loyalty initiatives and the pitfalls to avoid. Here are five key lessons that I’ve learned:

1: Strategic Foundations Drive Technological Solutions

Successful loyalty programs begin with clear strategic goals and plans that inform technology choices, instead of the other way around. Working with an expert who bridges expertise in loyalty strategy and technology produces more successful outcomes. First to establish what you aim to achieve—higher retention, increased spending, or brand advocacy with a more scalable, performant and user-friendly platform—then helping select or implement your technological tools based on both strategy and goals. A clear strategy ensures that even the most advanced platforms deliver on your objectives. This strategic orientation should inform both technology platform and implementation partner choices, creating a seamless continuity from strategy to execution from one source.