Loyalty, Deconstructed: Small Moments, Big Retention

What actually makes members stick? In Session 4, Jason Curtis sits down with industry veteran Brian Baker to break down loyalty into practical, repeatable steps you can deploy without requiring bigger discounts or heavy lifting.

In this replay, you’ll learn:

• Story by generation: Gen Z (values & moments), Millennials (experiences), Gen X (clarity), Boomers (legacy).
• Micro-exclusivity that scales: tiny lots, off-menu pours, member-only moments that feel special.
• Personalization beyond the name: preferences, simple “your year in wine” recaps, timely outreach.
• Surprise & delight: thoughtful unboxing layers, quick QR thank-you videos, occasional “upgrade” moments.
• Hospitality that converts: use the 80/20 guest-talk ratio and a 3-second pause to show you’re listening.
• Community & values: partner events, cause alignment, and easy member micro-communities.

Watch the Session 4 Recording

Why watch: If you want concrete ways to lift retention and advocacy—without deeper discounts—this session is a blueprint.