For Customer Insights Professionals

Enable Loyalty Program Success With Sound Processes

    Why Read This Report

    Loyalty programs promise to increase retention and satisfaction, but they often fall short of delivering results because they lack an innovative strategy to set them apart from the competition. This report, part of the customer loyalty playbook, provides an overview of Forrester's Customer Loyalty Program Review methodology, a business process and member interaction assessment to help marketers evaluate the efficiency and relevance of their loyalty programs and identify areas of improvement. This report is an update to "The Customer Loyalty Program Review," originally published in April 2012.

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    TABLE OF CONTENTS

    • Assess Loyalty From The Inside Out And The Outside In
    • The Two-Part Loyalty Program Review Methodology
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      Investigate Loyalty Program Performance
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