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The Customer Loyalty Playbook For 2021

Executive Overview: Create A Loyalty Strategy, Not Just A Rewards Program

Earning customer loyalty demands more than implementing a rewards program. Strategies that rely purely on loyalty programs offering points and discounts miss an opportunity to drive deeper engagement through emotional loyalty. B2C marketing professionals must help their firms mature their approach to embracing loyalty at the enterprise level. This playbook addresses the foundational strategies, technologies, and best practices that make intelligent and lasting customer loyalty possible. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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