S3E3: What Brands Get Wrong About Consumer Behavior with Nancy Harhut

Why do customers really stay loyal and why do they leave? In this episode of the Loyalize Podcast, Yasmine sits down with behavioral scientist Nancy Harhut, author of Using Behavioral Science in Marketing, to unpack the subconscious forces driving customer behavior.

With up to 95% of decisions happening subconsciously, Nancy explains why traditional “points and rewards” strategies fall short—and how behavioral science can transform your loyalty program into a true growth engine.

You’ll learn how to apply powerful principles like self-identity, commitment, and consistency to build deeper brand connections, why loss aversion and the endowment effect can outperform discounts, and how reciprocity can drive measurable revenue impact. The episode also covers practical frameworks for designing loyalty programs—from securing an easy first “yes” to avoiding choice overload and creating a sense of exclusivity.

If you want to move beyond transactional loyalty and start influencing real customer behavior, this episode gives you the playbook.

For loyalty marketers facing high churn, transactional programs, or loyalty fatigue, this episode is a must-listen.