Loyalty
Insights
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CX Platforms For Healthcare Transform Engagement From Transactional To Trustworthy: Key Takeaways From The Forrester Wave™
Healthcare providers and health insurers are exhausted from point-solution fatigue. Narrow focus on the “digital front door” in healthcare has yielded some success on customer acquisition but left much to be desired on the trust frontier. To earn trust, healthcare organizations (HCOs) must create value with customers. To create value, HCOs need to curate personalized […]
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Overall Canada Customer Experience Quality Drops To A Historic Low
Scores for Canadian companies are at their lowest point since Forrester’s Customer Experience Index (CX Index™) began. Read a few of the key findings from our Canada rankings report.
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A Match Made In Plastic? Capital One’s Quest To Acquire Discover
Capital One’s plan to acquire Discover will change the shape of the financial services landscape (though not the fundamental forces that drive growth and success — but more on that later). To help you understand the implications of the proposed merger, Forrester took a deep dive into our research and data (full report for clients […]
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Can AI Improve Your Loyalty Program?
Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.
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If You Want Customer Loyalty, You Need A Value Exchange
I regularly have discussions with clients who want to create a loyalty program. But when we dig deeper into their approach, their answers to critical questions often indicate that the client hasn’t fully considered the implications of a program: Many brands jump into a structured loyalty program (the tactic) before they have defined the strategy […]
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Consumer Spending 2024: What It Means For Your Brand
2023 was a confusing year: The consumers blew cold, and the economy blew hot. The recession-to-be didn’t materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet, notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat. This year, the economy is headed for […]
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Retailers, Take A Reindeer’s Eye View Of Loyalty This Holiday Season
Here’s how brands should infuse loyalty throughout the customer lifecycle this holiday season.
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Paid Loyalty Programs Pique Premium Interest
Premium loyalty programs charge a fee for access to membership or a program tier. These can be one-time fees (REI — $30 once for a lifetime) or monthly/annual fees (Amazon Prime, Walmart +). In recent weeks, we’ve seen several new premium loyalty programs or tiers announced: Sweetgreen announced a two-tiered program in April with a […]
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Flexible Loyalty Technology Solutions Power Profitable Loyalty Programs
As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. In fact, 53% of B2C marketing decision-makers plan to increase their spend on loyalty technology this year. But economic uncertainty adds […]
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What Consumers Like — And Detest — About Subscriptions
Consumers shared their attitudes toward subscriptions — see the key highlights.