retail loyalty
Customer loyalty is a moving target for retailers. Yesterday’s rewards programs may no longer suffice as consumers look for more convenient, personalized experiences and seek out brands that align with their values. Read our insights on capturing and maintaining retail loyalty.
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Insights
Blog
Consumers Crave More Than Discounts From Loyalty Programs
Last week, my dentist invited me to join their loyalty program. It’s official: The loyalty program is the “go-to” customer relationship marketing tactic. Most global consumers belong to at least one loyalty program, including 90% of online adults in the US, in Europe-5 (88%), and in Australia (93%).
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The 2025 NRF Innovators: 50 Tech Solutions Solving Retail Problems
Which technologies made the list of 2025 NRF Innovators and what sets them apart? Find out this in this preview of a new report created in partnership with the National Retail Federation Innovation Advisory Committee.
Navigate 2025 With Our Predictions Insights
Our predictions may not be a crystal ball, but they offer a clear view of what’s ahead. Visit our 2025 Predictions hub featuring guides, blogs, and webinars to give B2B, B2C, and technology leaders a competitive edge in 2025.
Blog
Zero-Party Data: The Gift That Keeps On Giving
As data deprecation makes customer data harder to acquire, zero-party data provides a valuable means for brands to learn more about shoppers, deliver relevant experiences, and convert them from first-time customers into regular shoppers. Learn how to use this data to improve experiences.
Blog
Meet Forrester’s New Principal Analyst Covering Loyalty Marketing, John Pedini
In 2025, we expect consumer usage of loyalty programs to grow amid declines in overall brand loyalty. Though loyalty programs offer the rewards that price-conscious consumers crave, companies struggle to inspire emotional loyalty across various tactics aimed at improving retention. Marketers need a loyalty strategy that appropriately balances transactional incentives with an understanding of what […]
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Retailers, Reward Loyalty With Value-Based Personalization This Holiday Season
Retailers: understand the fundamentals of value-based personalization in this Forrester blog by analyst Jessica Liu and researcher Cole Walsh.
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Predictions 2025: Retail — Tech Investments Will Support Retailer Profitability
As retailers brace for a challenging 2025, technology will play a crucial role in offsetting the impact of waning consumer demand on their business.
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How 116 Retailers Competed With Amazon’s October 2024 Prime Event
Read three key takeaways from Forrester's analysis of 116 retailers and brands that competed with Amazon's October Prime sales event.
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Prime Day 2024: How Retailers Competed With Amazon
Learn how major retailers and brands competed with Amazon’s Prime Day 2024 event.
Podcast
358: Generative AI And Search Product Discovery
Search can make or break your digital experience, but how much do you really know about search vendors, the choices you can make, and how search really impacts customer loyalty? Forrester Principal Analyst Emily Pfeiffer joins us to share some insights into what CX leaders should know about commerce search.
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Loyalty Service Providers Supercharge Loyalty Strategies
The Forrester Wave™: Loyalty Services, Q2 2024 is geared toward helping loyalty marketers vet the right service provider for their brand. Read a few of the takeaways.
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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 […]
Blog
Improve Your Loyalty Results With A Loyalty Services Provider
Does your brand employ a loyalty services provider in addition to a loyalty technology provider? If not, you should consider it. Brands continue to increase spend on loyalty technology and programs, but they often don’t tie their loyalty initiatives to broader corporate goals, negatively impacting their success. Services providers help here. This blog answers key […]
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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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What Consumers Like — And Detest — About Subscriptions
Consumers shared their attitudes toward subscriptions — see the key highlights.
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Unlock Loyalty Throughout The Customer Lifecycle
Loyalty marketers, the scope of your job just expanded. And before you panic, it’s a good thing. Loyalty marketers have conventionally focused their efforts on customers post-purchase: increasing customer retention, enrichment, and advocacy. But brands and customers alike have faced unprecedented challenges over the last few years, including a pandemic, supply chain issues, and social […]
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Changing Your Loyalty Program? Here’s What To Consider
Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis. As both customer and business needs change, programs are evolving […]
Blog
Clean Up Your Martech And Loyalty Tech Ecosystem
We all know that there is a big difference between working hard and working smart. And specifically for marketers, the status quo often makes working smart impossible — functional silos inhibit internal efficiencies and negatively impact the overall customer experience. Some of today’s biggest marketing silos are technology-based — different platforms for different functions. Let’s […]
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This Back-To-School Season, Learn To Evolve Your Loyalty Strategy
Despite the heat wave across the United States, summer is quickly coming to a close. In just a few weeks, kids around the globe will be back in the classroom for a new year of learning. Loyalty marketers, you might consider joining them! Since early 2020, concerns for health and safety, supply chain issues, and […]
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Retail In 2022 — Highlights From The US CX Index
Results from the US CX Index 2022 show that some retailers were able to strengthen their base of devoted (and highly profitable) customers. Learn more, and how you can do the same.
Blog
Forrester’s Digital Go-To-Market Review: The World’s Most Future-Proofed Brands
To help brand manufacturers take control, Forrester’s Digital Go-To-Market Review series assesses a set of brands in a specific category to see how well they are positioned to thrive independently. In this review, we analyzed our reviews of 177 retail brands.
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