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

Podcast

358: Generative AI And Search Product Discovery

The CX Cast June 11, 2024
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.
Blog

Loyalty Service Providers Supercharge Loyalty Strategies

Mary Pilecki June 3, 2024
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.
Blog

If You Want Customer Loyalty, You Need A Value Exchange

Mary Pilecki February 13, 2024
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

Mary Pilecki August 16, 2023
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 […]
Blog

Paid Loyalty Programs Pique Premium Interest

Mary Pilecki May 19, 2023
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 […]
Blog

What Consumers Like — And Detest — About Subscriptions

Sucharita Kodali February 8, 2023
Consumers shared their attitudes toward subscriptions — see the key highlights.
Blog

Unlock Loyalty Throughout The Customer Lifecycle

Mary Pilecki November 17, 2022
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 […]
Blog

Changing Your Loyalty Program? Here’s What To Consider

Mary Pilecki October 25, 2022
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

Mary Pilecki October 3, 2022
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 […]
Blog

This Back-To-School Season, Learn To Evolve Your Loyalty Strategy

Mary Pilecki August 16, 2022
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 […]
Blog

Retail In 2022 — Highlights From The US CX Index

Fiona Swerdlow August 8, 2022
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

Sucharita Kodali November 12, 2021
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.
Blog

Metaverse, NFTs, Sustainability, And Loyalty — Highlights Of Singles’ Day 2021

Xiaofeng Wang November 7, 2021
Double 11, or Singles’ Day, the world’s largest online shopping festival that is bigger than Black Friday and Cyber Monday combined, has been consistently smashing mind-blowing gross merchandise value (GMV) records year by year since 2009. As the actual promotion period gets longer and longer — Singles’ Day’s 2021 presales moved up from 2020’s November […]
Blog

Predictions 2022: Retailers Will Compete On “Pre-Loved,” Returns — And New Partners

Sucharita Kodali October 27, 2021
The biggest retail trends of 2022 will involving tapping into the circular economy and using returns to retain customers. Learn more.
Blog

Gluttonous Persuasion: The Christmas Dinner Problem Of Retail

Andrew Hogan October 22, 2021
Retailers: of course it’s ok to influence people to choose your products. What you should avoid is veering from persuasion into coercive and deceptive design (formerly referred to as dark patterns).
Blog

The Five Tenets Of A Sticky Retail Subscription

Lily Varon October 14, 2021
Subscription offerings from brands and retailers have been popping up everywhere. But as many subscription services have found — and Rent the Runway’s recent IPO filings also underscore — creating a compelling subscription includes getting customers to subscribe and then keeping them subscribed, with continued value from that subscription. Otherwise, churn and operational complexity can […]
Blog

Play The Long Game With Email Marketing This Holiday Season

Shar VanBoskirk October 14, 2021
The stakes around your email program are higher. Think and plan long term to do right with email marketing this holiday season.
Blog

Forrester’s Digital Go-To-Market Review: Kid, Baby, And Toy

Sucharita Kodali October 13, 2021
As part of Forrester’s Digital Go-To-Market Review series, we recently evaluated 27 kid, baby, and toy brands on five elements: direct-to-consumer strength, brand visibility online, distribution and e-control, organic consumer enthusiasm, and product innovation.
Blog

Choose Your Loyalty Service Provider Based On Three Capabilities

Mary Pilecki August 25, 2021
Globally, we’re seeing a proliferation of brands that are investing in loyalty — whether for the first time or to revamp their existing strategy and programs. In fact, 83% of the brands we surveyed for our new Forrester Wave™ evaluation on loyalty service providers are increasing their investment in loyalty by 5% or more this […]
Blog

Promotions And Offer Management Providers Want To Help You Deliver Personalized And Compelling Incentives

Mary Pilecki August 11, 2021
Have you noticed the growing link between commerce and loyalty? Forrester has, and we’ve set out to explore it. Our first deep dive was into promotions and offer management tools, which we define as: Software that helps businesses personalize, distribute, automate, and track promotions, incentives, and other offers across digital and physical touchpoints. We included […]
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