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For Customer Insights Professionals

Advance Your Approach To Customer Loyalty

June 30, 2015

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This is the Assessment report in The Customer Loyalty Playbook For 2016.

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Why Read This Report

If you are serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. Customer loyalty requires strategic alignment, deliberate planning, and financial and cultural commitment. This report, part of the customer loyalty playbook, outlines Forrester's self-assessment and maturity model for customer insights (CI) pros who wish to create a successful loyalty strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.

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Table of Contents

  • A Program Alone Isn't Enough To Win Your Customers' Loyalty
  • On Your Mark: Take Stock Of Your Current Loyalty Strategy
  • Get Set: Align Your Approach With Forrester's Maturity Model
  • recommendations

  • Go: Unleash The Loyalty Legend Within
  • Supplemental Material

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