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+# Action Items & Key Insights from Marcus's Handoff
+
+## Urgent Action Items
+
+- [ ] Submit Q3 report to Dana by end of month (find template she sent)
+- [ ] Resolve IT ticket #4521 - push notifications broken
+- [ ] Call vendor about app redesign quote
+- [ ] Fix birthday rewards auto-send (talk to Jennifer for manual workaround in the meantime)
+
+## People to Connect With
+
+- **Dana** (boss) - supportive, under pressure from leadership
+- **Jennifer** (ops) - knows where everything is
+- **Priya** (analytics) - can pull any data needed
+- **Marcus Jr.** (downtown barista) - good customer perspective
+
+## Key Insights
+
+### Why the program isn't working
+- People sign up because baristas ask them to — not because they're excited
+- They download the app once and forget it exists
+- Points don't motivate until someone is close to a reward
+- Tier names (Trailblazer, Explorer, Summit) mean nothing to customers
+- Overall vibe: "fine" — not bad, not good. That's the problem.
+
+### What to investigate
+- Old campaigns folder — some ideas may be worth salvaging
+- 4 months of customer feedback in `customer-feedback/`
+- Competitor research on Starbucks, Dutch Bros, Peet's in `competitor-research/`
+- Raw data in `member-data-summary.csv` (detailed data: ask Priya)
+
+## Interesting Idea Worth Exploring
+
+> "What if we helped people find their coffee personality? Like a quiz or something.
+> 'Are you a bold espresso person or a smooth latte person?' Could be fun."
+
+Marcus mentioned this twice — once in the notes and again in the P.S. Might be worth exploring.