Mary Pilecki

VP, Principal Analyst

Mary serves B2C marketing professionals, leading Forrester's customer loyalty coverage. Her research focuses on loyalty strategy, loyalty programs, consumer trends, and the tools, skills, and processes B2C marketers need to manage and measure loyal customer relationships. She helps marketers navigate the continually changing landscape of loyalty technology and services, as well as emerging trends such as emotional loyalty.

Mary previously worked as a VP and research director, leading a team of analysts covering enterprise marketing technology, loyalty marketing, search marketing, customer database and engagement providers, and customer trust and privacy. In addition, Mary was a senior analyst at Forrester from 2005 to 2008, covering applications and processes for financial services. Her research included retention strategies, business process management, and customer relationship management technologies and processes.

Report
June 4th, 202112 min read

This report dives deep into program building blocks and benefits to help you construct a program that retains customers and is one in which your customers want to participate.

Report
April 14th, 20216 min read

If you're serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. Customer loyalty requires strategic alignment, deliberate planning, and financial and cultural commitment. This report, recentl

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