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

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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 […]
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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 […]

Turn 2023 Predictions Into Bold Action

Join us for Predictions 2023 Live to learn how to focus your priorities for success in the year ahead.

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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 […]
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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 […]
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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.
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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.
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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 […]

Tackle 2023 With Bold Action & Clear Focus

Get our Predictions 2023 Guide to see the 12 big-impact dynamics that leaders will have to navigate in the coming year.

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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.
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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).
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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 […]
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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.
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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.

See Why 2023 Fortune Favors The Bold And Focused

Explore our 2023 Predictions to see where strategies are shifting – and where opportunities for bold moves exist.

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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 […]
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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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Post-Pandemic In-Store Shopping: Consumers Reconsider The Value Of The Store

Anjali Lai July 15, 2021
Now that consumers have experienced the convenience of online purchasing, shoppers are rethinking the purpose of the in-store experience.
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Forrester’s Digital Go-To-Market Review: Apparel And Shoe Brands

Sucharita Kodali June 25, 2021
Forrester’s latest Digital Go-To-Market Review evaluates 27 brands in the apparel and footwear sector to see how well they are positioned to thrive independently. Read on to see how these brands fared across direct-to-consumer strength, brand visibility online, distribution and e-control, organic consumer enthusiasm, and product innovation.
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Forrester’s US Retail Recovery Heat Map, June 2021 — Expected Income Loss Still High In Some Metros

Sucharita Kodali June 23, 2021
Retail recovery is proceeding at different rates in various parts of the US. See how our US retail recovery heat map reflects factors such as economic sentiment, change in COVID-19 cases, vaccine rates, and retail foot traffic.

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Use The Forrester Tech Tide™ To Evaluate Your Retail AI Investment Strategy

Sucharita Kodali June 1, 2021
Artificial intelligence and analytics are increasingly critical to retailers’ ability to win, serve, and retain their customers. But the landscape of technologies is vast and advancing rapidly, so it can be hard to understand which technologies are overhyped and which have real business value. Retail execs read about initiatives such as Amazon Go and Walmart […]
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Forrester’s US Retail Recovery Heat Map, May 2021 — Strides Toward Normalcy

Sucharita Kodali May 18, 2021
In the US, the Centers for Disease Control and Prevention (CDC) reported that, between January 8 (the highest peak in the US) and May 12, the seven-day moving average of new cases decreased 85.8%. Vaccination rates are steadily increasing, and the CDC has relaxed mask guidance for vaccinated individuals. The US is finally entering a […]
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Forrester’s US Retail Recovery Heat Map, April 2021 — One Year Later

Sucharita Kodali April 27, 2021
It has been one year since we began estimating how the retail economies of 30 major US metropolitan areas were recovering from COVID-19. By aggregating numerous metrics (across retail sales, local economic indicators, and virus spread), our model predicts that these metropolitan areas will face differing levels of COVID-19 disruption. A lot has changed in […]
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