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• Report Increase Engagement With A Customer-Centric Loyalty Program Refresh

  Case Study: How PCC Community Markets Deployed An Enterprisewide Approach To Loyalty

  February 19, 2021 | Emily Collins, Sarah Dawson

  Earning customer loyalty demands more than implementing a rewards program. Seattle-based PCC Community Markets (PCC), the largest community-owned food market in the US, used an enterprisewide...

• Report Assess The Strength Of Your Marketing And CX Alliance

  Assessment: The Experience-Led Marketing Playbook

  February 18, 2021 | Emily Collins

  The quest for customer engagement has left marketers with mountains of data, bloated martech stacks, and distraught customers. With trust, privacy, and choice now driving buying decisions,...

• Report Advance Your Approach To Customer Loyalty

  Assessment: The Customer Loyalty Playbook

  July 24, 2020 | Emily Collins

  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,...

• Report Create A Loyalty Strategy, Not Just A Rewards Program

  Executive Overview: The Customer Loyalty Playbook

  March 26, 2020 | Emily Collins

  Earning customer loyalty demands more than implementing a rewards program. Strategies that rely purely on loyalty programs offering points and discounts miss an opportunity to drive deeper...

• Report The ROI Of Loyalty Programs

  Business Case: The Customer Loyalty Playbook

  March 5, 2020 | Emily Collins, Reggie Lau

  Loyalty programs help companies identify and collect rich data about their best customers to reward, recognize, and retain them. This report helps B2C marketing professionals make the case for...

• Report How To Be A Loyalty Company

  Vision: The Customer Loyalty Playbook

  February 28, 2020 | Emily Collins

  B2C marketers are already onboard with the idea that earning customer loyalty requires more than just offering a loyalty program. Yet they struggle to evolve their efforts when faced with the scope...

• Report Use Personalization To Drive Loyalty And Customer Obsession

  January 28, 2020 | Emily Collins

  The personalization imperative for loyalty is clear: Companies that can't meet customer expectations for relevance and value risk losing their customers to brands that can deliver. But it's hard to...

• Report Customer Communities Are Buzzworthy Again: Answer Four Key Questions Before You Jump In

  December 11, 2019 | Emily Collins

  Community-related marketing is back in vogue. Marketers want to connect more authentically and emotionally with empowered consumers. Digital-native brands like Peloton and Glossier make it seem...

• Report Predictions 2020: B2C Marketing

  Economic Uncertainty Forces B2C Marketers To Rethink Their Engagement Strategies

  October 29, 2019 | Tina Moffett, Sarah Dawson, Jim Nail

  Unpredictable economic times, regulatory pressures, and an impending US election will force brands to rethink their marketing strategies. In 2020, we predict that marketers will build on efforts to...

• Report Improve Loyalty Measurement With Behavioral And Emotional Metrics

  Performance Management: The Customer Loyalty Playbook

  October 4, 2019 | Emily Collins

  Earning customer loyalty is critical to business success, and B2C marketers need to be able to measure and demonstrate that loyalty to the business. Marketers predominantly rely on retention...

• Report The Forrester Wave™: Loyalty Service Providers, Q3 2019

  The 14 Providers That Matter Most And How They Stack Up

  July 15, 2019 | Emily Collins

  In our 22-criterion evaluation of loyalty service providers, we identified the 14 most significant ones — Aimia, Ansira, Bond Brand Loyalty, Brierley+Partners, Capgemini, Epsilon, ICF Next, Inte Q,...

• Report The Psychology Of Points

  May 8, 2019 | Emily Collins, Anjali Lai

  Brands across industries pump millions of dollars into loyalty programs that offer the same mix of points, discounts, and material benefits. But do they capture the hearts and wallets of empowered...

• Report The Forrester Wave™: Loyalty Technology Platforms, Q2 2019

  The 13 Providers That Matter Most And How They Stack Up

  April 9, 2019 | Emily Collins

  In our 28-criterion evaluation of loyalty technology platforms, we identified the 13 most significant ones — Aimia, Annex Cloud, Brierley+Partners, Cheetah Digital, Clutch, Collinson, Comarch,...