Reward-Givers, Beware!
Switching loyalty platforms might cut costs—as long as you avoid angering customers
IN 2014, BOLOCO, a New England chain of 11 burrito joints, moved to a mobile-only rewards program. Company executives say they intended the switch as a tech-savvy upgrade for customers. But it was also a cost-saving strategy, as the company tried to reduce the discounts it was giving out. Now burrito fans would receive $2.50 for every $50 spent—instead of what had once been a free burrito
