Maturity Assessment

Advance Your Approach To Customer Loyalty

Assessment: The Customer Loyalty Playbook

April 14th, 2021
Mary Pilecki, VP, Principal Analyst
Mary Pilecki VP, Principal Analyst
Emily Collins, VP, Research Director
Emily Collins VP, Research Director
With contributors:
Chahiti Asarpota , Christine Turley

Summary

If you're 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, recently updated with new data, is part of the customer loyalty playbook and outlines Forrester's self-assessment and maturity model for B2C marketing pros who strive to build and maintain a successful loyalty strategy.

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