Forrester

For Customer Insights Professionals

Report:Consumer Attitudes Toward Loyalty Programs Deteriorate

Landscape: The Customer Loyalty Playbook

Consumers join programs of brands they like, but they limit their participation to only a few programs and are motivated by the desire to seek out discounts. Since 2008, consumer attitudes toward...

• Downloads: 804

For Customer Insights Professionals

Report:Enable Loyalty Program Success With Sound Processes

Processes: The Customer Loyalty Playbook

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...

• Downloads: 873
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For Customer Insights Professionals

Report:Case Study: SCENE Uses Customer Insights To Deliver Value To Loyalty Customers

This report provides a case study supporting Forrester's best practices for customer intelligence professionals working to drive customer loyalty. Forrester identifies four crucial best practices for...

• Downloads: 168

For Customer Insights Professionals

Report:Building A World-Class Loyalty Program

Continuous Improvement: The Customer Loyalty Playbook

Successful loyalty programs offer a boost to customer retention, customer satisfaction, and the bottom line. But today, many programs fail to reach success because they haven't mastered even basic...

• Downloads: 498

For Customer Insights Professionals

Report:TechRadar™ For Customer Intelligence Professionals: Customer Loyalty Programs, Q1 2013

Business Case: The Customer Loyalty Playbook

Loyalty technologies play a central role in the execution and differentiation of customer loyalty programs and, more specifically, in driving consumer participation in a program across channels...

• Downloads: 372
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For Customer Insights Professionals

Report:Five Ways To Mobilize Your Loyalty Program In 2013

Mobile Channels Offer Rich Opportunities For Rewards And Engagement

Mobile continues to grow in importance for reaching and engaging empowered consumers and loyalty program members. From a data perspective, it opens up new streams of information that provide better...

• Downloads: 279

For Customer Insights Professionals

Report:Understanding The Anatomy Of A Loyalty Technology Platform

Technology plays an integral role in managing and executing a loyalty program. But buyers face an array of technology solutions that support their loyalty needs in different ways. This report is...

• Downloads: 195

For Customer Intelligence Professionals

Tool:Intelligence-Driven Loyalty Self-Test: Customer Intelligence

For Customer Intelligence Professionals

Tool:Intelligence-Driven Loyalty Self-Test: Offer Management

For Customer Insights Professionals

Report:Organizing For Intelligent Loyalty

Organization: The Customer Loyalty Playbook

This report outlines the organization process of Forrester's solution for customer intelligence executives working on driving customer loyalty. It is designed to help firms use stakeholder mapping to...

• Downloads: 247

For Customer Insights Professionals

Report:Evaluate And Evolve Your Loyalty Program's Intelligence Quotient

Assessment: The Customer Loyalty Playbook

Successful intelligence-driven loyalty involves five major components: strategy, data, customer intelligence, offer management, and measurement. This report outlines Forrester's assessment process...

• Downloads: 876
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For Customer Insights Professionals

Report:Intelligence-Driven Loyalty

Vision: The Customer Loyalty Playbook

This report outlines the vision of Forrester's solution for customer intelligence executives working on driving customer loyalty. Many loyalty programs fail because they focus too heavily on...

• Downloads: 1382
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For Customer Insights Professionals

Report:Drive Smarter Customer Loyalty With Customer Intelligence

Executive Overview: The Customer Loyalty Playbook

Customer loyalty is a hot topic. Companies look to loyalty programs to enhance customer knowledge and drive customer retention, revenue, and engagement. But, while they see the potential of loyalty...

• Downloads: 526
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For Customer Insights Professionals

Report:Marketers Are Overconfident In Their Loyalty Strategies

Benchmarks: The Customer Loyalty Playbook

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...

• Downloads: 866
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For Customer Insights Professionals

Report:The Customer Loyalty Ecosystem

Tools And Technology: The Customer Loyalty Playbook

Customer loyalty is top of mind for most marketers, but with so many vendors claiming to drive explicit or implicit loyalty, it's often difficult to identify a solution that best fits marketers'...

• Downloads: 1940

For Customer Insights Professionals

Tool:The Intelligent Customer Loyalty Maturity Assessment

For Customer Insights Professionals

Report:The Forrester Wave™: Loyalty Program Service Providers, Q1 2012

Epsilon And Kobie Marketing Lead, With Brierley+Partners And Aimia Close Behind

Companies turn to loyalty program service providers for support across the loyalty value chain — from program strategy, technology, and program management to creative, fulfillment, and...

• Downloads: 848
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For Customer Intelligence Professionals

Tool:Intelligence-Driven Loyalty Self-Test: Measurement

For Customer Insights Professionals

Report:Base Your Plan For Intelligent Loyalty On Maturity

Strategic Plan: The Customer Loyalty Playbook

Loyalty programs that attempt to implement a cookie-cutter strategy and ignore customer insights typically struggle and usually lack meaningful results. Organizations seeking to build a program that...

• Downloads: 152

For Customer Insights Professionals

Report:Measuring Loyalty Program Effectiveness

Performance Management: The Customer Loyalty Playbook

This report outlines Forrester's performance management solution for customer intelligence executives working on driving customer loyalty. Measuring the performance of loyalty programs remains a...

• Downloads: 934

For Customer Insights Professionals

Report:Two Approaches For Socializing Your Loyalty Program

Direct Integration With Social Channels Creates The Richest Engagement And Data Opportunities

Across the globe, more and more consumers are interacting socially than ever before. When it comes to loyalty, social channels provide an opportunity for brands to engage with members beyond the...

• Downloads: 130