Model Overview Report

Level Up Loyalty Thinking To Align With Business Strategies

Streamline Loyalty Tactics With A Shared Value Exchange

February 7th, 2024
With contributors:
Emily Collins , Joe Stanhope , Lori Wizdo , Shar VanBoskirk , Benjamin Nagle , Anna Hoskins , Christine Turley

Summary

Earning and sustaining customer loyalty is one way CMOs contribute to business growth. But marketers can’t do this alone. Without an enterprisewide strategy, brands struggle to coordinate the various loyalty initiatives (and their associated resources and outcomes) run by marketing, customer experience (CX), digital, and customer service teams. This report outlines the importance of finding and aligning the loyalty efforts within key business strategies, explains how to unify disparate loyalty initiatives with a shared value exchange, and introduces a framework for ensuring continued collaboration across the organization.

Want to read the full report?

This report is not available for purchase at this time.

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.