Recently, Dunkin’ Donuts revamped its loyalty program from DD Perks to Dunkin’ Rewards. A smart, researched move. But the customer reaction to this upgrade: Frustration!
On paper, the changes expand how members can use their points, including more options on food instead of just drinks. In practice, many customers have focused on something else entirely: the fact that they now need more points to unlock the rewards they were used to. Social media quickly filled up with....