Case Study

Case Study: SCENE Uses Customer Insights To Deliver Value To Loyalty Customers

November 30th, 2012
Emily Collins, VP, Research Director
Emily Collins VP, Research Director
With contributors:
Dave Frankland , Allison Smith

Summary

This report provides a case study supporting Forrester's best practices for customer intelligence professionals working to drive customer loyalty. Forrester identifies four crucial best practices for world-class loyalty programs: 1) Understand member needs and motivations; 2) prepare for relentless adjustment; 3) orchestrate a multichannel approach; and 4) establish enterprisewide alignment. This report includes examples of how the Canadian entertainment loyalty program SCENE embodies understanding member needs and orchestrating a multichannel approach.

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