Skip to main content

Save or Share this Report

For eBusiness & Channel Strategy Professionals

The State Of Retail Loyalty In 2020

An Evaluation Of 13 Retail Loyalty Programs

April 9, 2020

Authors

Why Read This Report

Shoppers love retail loyalty programs. Three-quarters of online consumers belong to at least one program, and they report regularly using the programs to which they belong. However, not all loyalty programs are the same. Forrester has developed a framework to evaluate which programs serve their shoppers best across five attributes: ease of enrollment, participation benefits, account management, strength of communication, and privacy. The largest programs, no doubt more difficult to administer, scored lower than smaller programs.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).

Purchase

Table of Contents

  • Loyalty Programs Are Essential But Vary Widely In Execution
  • Challenges Abound In Retail Loyalty Program Execution
  • Recommendations

  • Retailers: Make Smarter Investments In Your Loyalty Program
  • Supplemental Material
  • Related Research Documents

Recommended Research