Customer loyalty, point currencies, and multi-partner models: With over 35 million active customers and around 18 million app users, Payback is one of Germany's most widely used shopping companions. In this episode, Karo and Managing Director Dominik Dommick explore the strategic direction of the bonus program, current dynamics in customer retention, and the challenges of running proprietary loyalty programs.
How can consumer purchasing behavior be strategically influenced through points and coupons? Why do many retailers fail in their attempts to build a profitable in-house loyalty program? And what role do Chinese super-apps like WeChat or Alipay play as a benchmark for the European market?
Dominik also shares his perspective on why a 95% redemption rate is crucial to the system's value, how Payback uses hybrid AI search in customer communication, and why genuine existing customer management should not be equated with a simple discount program.
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