The Customer Loyalty Playbook For 2016

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, B2C marketing 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 published in ... Continue reading the Executive Overview


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