Playbook • Updated 2025
Keeping members and employees engaged isn’t about flashy perks. It’s about giving them real, everyday value that they actually use. Think groceries, fuel, and telehealth — the kinds of savings and support that show up every week in someone’s life.
Here’s how to turn that into a loyalty engine that works.
What to Measure (So You Know It’s Working)
A strong program isn’t just about launching benefits — it’s about tracking impact. The four key metrics are:
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Adoption Rate — How many people sign up and log in
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Monthly Active Users — How many come back each month
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Redemptions per Member — Average number of benefits used (perks, discounts, offers)
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Savings per Member — The dollar impact you can actually show
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Retention Delta — Renewal/loyalty gap between those who use the benefits and those who don’t
What “Good” Looks Like
From two decades of running programs, here’s the benchmark:
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Activation: 40–60% of your people using the program within the first 90 days
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Usage: At least 2 redemptions per member, per month in essential categories
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Loyalty Boost: Engaged cohorts renew or stay on 3–6 percentage points higher than non-engaged
That’s the sweet spot: steady usage, steady savings, steady loyalty.
Practical Assets to Build First
The highest-performing programs usually start with:
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Launch Pack: Email templates, QR posters for noticeboards, SMS copy for shift workers
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Savings Report: A monthly “Impact Dashboard” showing members how much they’ve saved
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Retention Radar: A dashboard to spot groups at risk if they’re not using benefits regularly
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Interactive Webinars: Short, practical sessions for HR leaders and managers on how to drive adoption and measure benefits impact.
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Platform Demo Walkthroughs: A 20-minute guided demo for your internal stakeholders, helping them see first-hand how benefits tie to engagement and cost-of-living support.
👉 Don’t worry if you don’t have these yet — they’re exactly the kinds of templates we’re building into our managed service, so you don’t have to reinvent the wheel.
Why This Matters
Retention and loyalty aren’t built by accident — they’re designed. When you combine everyday-value benefits with clear measurement, you create a cycle: usage drives savings, savings drive satisfaction, and satisfaction drives loyalty.
👉 Ready for the full playbook? Book a 20-minute walkthrough and I’ll show you exactly how to build a benefits engine that members actually love.
