Brief: It's Time To Overhaul Your Customer Loyalty Program

After years of focusing on customer acquisition, Chinese companies have gotten very good at using frequent buyer programs to recruit customers. But while these firms' customer bases are growing quickly, many of them used old-fashioned loyalty programs and struggle to retain frequent buyers. Chinese organizations must revamp their loyalty programs to enhance customer relationships, accommodate digital business, and address both the emotional and behavioral aspects of loyalty. This report provides insight into the current state of loyalty programs at Chinese businesses and highlights best practices in industries such as airlines, hotels, financial services, and retail. Customer insights professionals and other marketing staff leading their organizations' loyalty programs can use this insight to inform and guide their own plans for customer loyalty program overhauls.