The Evolution of Customer Loyalty
Today’s “always on, always connected” customer has become much savvier and discerning when it comes to the brands they reward with repeat business. Unsurprisingly, they have lost their appetite for loyalty programs that deliver irrelevant offers or stale points-win-prizes propositions and experiences. Once merely a tactic for airlines, loyalty programs are now omnipresent in every vertical and the very best consider their customers’ entire activity history, beyond merely past purchases, but also engagement with social and email, store visits, to drive powerful rewards. This session will look at examples from forward-thinking brands that are doing just that to keep their customers engaged, retained, and loyal in a world full of infinite choices.