News

14.05.2026, 16:00
The $24 billion loyalty economy has a community problem — and Moldovan retailers are already behind

A global study on loyalty programs reveals the gap between points-and-discounts mechanics and the community-driven engagement that actually retains users.

The global loyalty management ecosystem was valued at $5.6 billion in 2022 and is projected to reach $24 billion — a number that signals how aggressively brands worldwide are competing for repeat behavior, not just repeat transactions. A 2025 report from Gale, based on a survey of 1,000 U.S. consumers, found that 70% of respondents said an active community makes them more likely to join a loyalty program. Approximately one-third of Gen Z and millennials surveyed said they stopped using a loyalty program because it felt impersonal. That attrition figure deserves attention: loyalty infrastructure is expensive to build, and losing a third of enrolled users to a feeling rather than a rational decision is a structural problem, not a marketing one.

The deeper insight from the Gale data is that value and engagement operate on separate tracks. Points and future discounts drove sign-ups for 73% of respondents — so the transactional hook still works. But 80% of men, 81% of millennials, and 75% of Gen Z respondents considered engaging with others in a loyalty program to be extremely important. One-third said they would become long-term users specifically because of loyalty program relationships. The programs that collapse this gap — delivering both rational value and social texture — are the ones that compound retention over time. Gamified elements, the ability to vote on perks, and exclusive offers were the community-building tactics that resonated most with survey respondents.

For operators in Moldova, the relevant question is not whether to launch a loyalty program but what architecture to build. The distribution channel question matters immediately: apps were the preferred loyalty channel for 64% of respondents in the Gale survey, with email at 45% and websites at 44%. For a retail or food-service business operating across Chisinau, building a functional app-based program requires either meaningful in-house technical capacity or an ongoing contract with a development partner — neither of which is cheap at Moldova's cost structure. A points card or a stamp-based paper program is operationally lighter, but it structurally forecloses the community and personalization features that the data says actually drive long-term retention.

The first-party data dimension adds another layer of complexity. The Gale report notes that loyalty programs have become a primary vehicle for capturing first-party data as third-party cookies lose utility — but also that brands frequently struggle to integrate that data across an organization. For a local retail chain or pharmacy network, this is a genuine infrastructure challenge: CRM integration, data governance, and cross-channel consistency require investment that goes well beyond designing a points schedule. The business that launches a loyalty card without a data strategy is collecting information it cannot use, which means the retention upside stays theoretical.

Then there is the community layer itself. Gamified mechanics and voting features are not decorative — they are the retention engine the Gale study identifies. For a Moldovan business with a smaller enrolled base, building genuine community interaction inside a loyalty program requires a different approach than a mass-market retailer operating at scale. The program needs enough active participants to make the community feel real, which means the acquisition strategy and the community strategy have to be designed together, not sequentially.

Any operator running or planning a loyalty program in this market should be asking: Does our current program architecture allow for community features, or does it cap out at points and discounts? Is our data pipeline sophisticated enough to support personalized offers, or are we collecting data we cannot activate? And if we invest in an app-based channel, what does our user activation rate need to look like to justify the build cost?

The structural question that stays with you: if a third of enrolled users quietly leave because a program feels impersonal, how would you even know it was happening — and what would you do with that signal if you did?

Most operators in this space treat loyalty programs as a promotional mechanic — a vehicle for discounts rather than a data and retention infrastructure. The more deliberate path is to decide, before launch, whether the program is being built to transact or to compound — because the technical and operational requirements of those two goals are not the same.

Source