Be A Loyalty Company, Not A Company With A Loyalty Program
January 31, 2017
Why Read This Report
Customer loyalty strategies come with a lot of baggage: They are synonymous with points and discounts. But it's time for a reality check. Loyalty is both behavioral and emotional, and companies that really want to compete for their customers' loyalty need an evolved approach that extends beyond a loyalty program designed around transactional rewards. This report helps B2C marketing pros evolve their outdated thinking around loyalty and build a strategy based in customer insight that meaningfully acknowledges and reinforces customer relationships. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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Table of Contents
- Business Success Hinges On Driving Customer Loyalty
- Embed And Integrate Loyalty; Don't Isolate It
- Use Loyalty Insights To Put The Customer Back In Customer Loyalty
- Don't Wait For A Top-Down Mandate To Get Started
What It Means
- Loyalty Is A Phoenix Rising From The Ashes
- Supplemental Material
- Related Research Documents