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This is the Benchmarks report in The Customer Loyalty Playbook.

For Customer Insights Professionals

Marketers Are Overconfident In Their Loyalty Strategies

September 28, 2012

By Emily Collins with Suresh Vittal, Dave Frankland, Allison Smith

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Why Read This Report

Forrester recently surveyed 81 loyalty program marketers about their loyalty programs and strategies in an effort to understand the size, structure, and performance of customer loyalty programs. This report in the customer loyalty playbook contains benchmarks for customer intelligence executives working on driving customer loyalty. It is designed to provide you with an overview of how other companies view and execute on loyalty strategy and is an update to the report of the same name, originally published in February 2012.

Tags: Customer Intelligence Strategy and Process, Loyalty Marketing, Marketing Measurement
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TABLE OF CONTENTS

  • Loyalty Programs Face Innovation Challenges
  • Satisfaction With Strategy And Execution Reveals Overconfidence

  • RECOMMENDATIONS

    Invest In Customer Intelligence For Smarter Loyalty
  • Supplemental Material
  • Related Research Documents
 
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