Why Read This
Successful loyalty strategies boost customer retention, engagement, and the bottom line. But today, many companies fail because they haven't established the foundation they need to build basic customer understanding, iterate, and collaborate across the enterprise. This report, part of the customer loyalty playbook, outlines key processes that customer insights (CI) professionals need to implement when striving to increase customer loyalty. It is an update to "Building A World-Class Loyalty Program," originally published on September 28, 2012. We have updated the essential processes to enhance customer loyalty around three foundational elements: customer understanding, organization, and optimization.