Why Read This
The inner workings of a loyalty program and external member interactions are deeply interconnected. To truly assess the success of a given program, you must look not only at the strategy but also at how that strategy plays out for members. This toolkit provides a methodology for assessing member interactions across program enrollment, participation, account management, privacy, and communications. This toolkit supplements the June 17, 2014, "Advance Your Approach To Customer Loyalty" Forrester report, which is the assessment report in the customer loyalty playbook. Read that report to understand the context driving our methodology before you use this toolkit.