The Customer Loyalty Playbook For 2015

Create An Evolved Loyalty Strategy, Not Just An Effective Program

In the age of the customer, it's more important than ever to engage effectively with your customers — how, when, and where they desire. To do this, customer insights (CI) professionals must help their firms evolve their approach to customer loyalty to drive retention, engagement, and advocacy. Strategies that rely purely on loyalty programs that offer points and discounts miss an opportunity to drive deeper engagement through emotional loyalty. Forrester's customer loyalty playbook, originally ... Continue reading the Executive Overview


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Customer Loyalty

Playbook frameworks guide your critical decisions with integrated reports, tools, and objective insight. This Playbook provides foundational strategies, technologies, and best practices that make driving intelligent customer loyalty possible. Watch the video.

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Evolve your strategy.

With mobile, social, and other technologies shifting power directly to the consumer, setting a clear strategic course has never been more challenging for marketing leaders. Learn how Forrester Consulting can help.