Loyalty reimagined for adventurers, not point-hoarders
Transform a broken 12% redemption program into an experiential community where every tier unlocks real adventure benefits.
Our current points-based Contoso Rewards program has critical engagement issues. Members aren't redeeming, NPS is tanking, and we're losing competitive space to modern tier-based programs.
Confused
How many points = what value?
Unrewarded
Points feel meaningless
Cynical
This is just a spending trap
Replace accumulation mechanics with experiential tiers. Members climb from Explorer → Trailblazer → Summit, unlocking adventure benefits that feel like real value.
The Discovery Tier
The Active Adventurer
The Community Leader
💡 Click any tier above to see full benefits
Summit members rent new gear for 2 weeks before committing to purchase. Real-world testing builds trust and reduces buyer anxiety.
Exclusive to Summit tier
AllTrails Pro maps, national park passes, Summit Co-op Experiences discounts. Members aren't earning points—they're unlocking journeys.
Trailblazer & Summit
Donate old gear for bonus rewards. Contoso carbon-offsets every redemption. Mission-driven members feel good about engagement.
All tiers
Redemption rate in 6 months
↑ from 12% baseline | Target: 40% by 12mo
Program NPS
↑ from +12 baseline | Loyalty becomes a brand strength
Active member rate
↑ from 23% baseline | Members stay engaged
Member revenue share
↑ from 34% baseline | Loyalty drives more value
Jan 15 – Feb 15
Finance sign-off, partner contracts, fraud rules finalized
Feb 20 – Apr 30
Infrastructure, frontend, migration tools, ops playbook
May 1 – May 31
5,000 member pilot, feedback loops, metrics validation
Jun 1 – Jun 30
All members migrated, production stability, marketing campaign
Jul – Sep 30
Tier rebalancing, benefit promotions, CS training
Members can't qualify for Trailblazer
→ Beta Approach: Start with lower thresholds; monitor 4-week velocity. Be ready to adjust to $300/$1,200 if needed.
AllTrails/NPS renegotiate or exit
→ Mitigation: Lock contracts pre-launch; build 20% contingency into roadmap (non-partner fallbacks ready).
Members game the system with fake referrals
→ Pre-launch: ML model for pattern detection. Post-launch: manual review team for high-value invites.
Trail Rewards is designed to move beyond transactional point-hoarding into experiential engagement that members actually care about. The beta is ready for approval.